General terms and conditions, webshop

GENERAL

Gränsfors Bruk’s webshop is managed by the logistics company Svalan Logistik AB, a sister company to Gränsfors Bruk. The processing concerns payment, delivery, return and complaint.

If you are under the age of 18, your custodian must give consent to you ordering products from us.

Each item is listed with price including VAT and the customer trolley shows the total price including VAT and shipping.

Purchases from our webshop are regulated by Swedish law, primarily the Swedish Distance and Doorstep Sales Act.

SHIPPING AND DELIVERIES

All products sold on Gränsfors Bruk’s webshop belong to Svalan Logistik until full payment has been made. In conjunction with long weekends and periods of high order intake, delivery times may be longer but we do our utmost to ensure you will receive your parcel as quickly as possible. All purchases incur a shipping cost which is SEK 99 in Sweden and EUR 18.90 outside of Sweden. Our aim is to deliver orders within 3-5 working days.
Orders placed during holidays will be processed the following working day. Items that are not in stock are marked “Not in stock”. All deliveries include a specification of the items you have ordered.

If an item has been damaged during transport, you must report the damage direct to the carrier that delivered the item to you.

PARCELS THAT ARE NOT COLLECTED

If you do not collect your parcel and the distribution point sends it back to us, we reserve the right to charge you for the costs incurred. The fee (currently SEK 200 in Sweden and EUR 20 outside of Sweden) covers the cost of handling, administration and return shipping.

RIGHT OF WITHDRAWAL

The right of withdrawal means that you as customer have the right to cancel the agreement within 14 days, in accordance with the Distance and Doorstep Sales Act. The period for the right of withdrawal starts from the day you as customer receive the item.

If you want to exercise your right of withdrawal, you are obligated to maintain the item in as good condition as it was when you received it and you are thereby not permitted to use it. If the item is damaged or mislaid because you have been careless, you lose the right of withdrawal.

NOTE! The right of withdrawal does not apply to gift vouchers.

OPEN PURCHASE

You are entitled to open purchase for 30 days. We do not exchange products; instead we refund the purchase price of unused products returned in their original packaging. This means that if you want a new product, you must place a new order. As a customer, you have the right to examine and test the product. If you want to return the product, both the product and the packaging must be returned in such a condition that they can be sold again. If you have handled the product and/or packaging more than necessary to determine the characteristics and function of the product, you may be liable for compensation for the depreciation of the product or packaging.
Please note that the right of exchange/return does not apply to gift vouchers.

We refund the purchase price of unused products that are returned in their original packaging.
During the Christmas period, we offer extended open purchase until 31/1 2021.

RETURNS

The right of return does not apply to gift vouchers.

Returns are at the customer’s expense. Svalan Logistik will naturally bear the shipping cost of returned items sent back due to defects or insufficient packaging. Svalan Logistik only accepts returns of goods purchased through the Gränsfors webshop. The cost of shipping is automatically deducted from the amount returned to you. If you exercise your right of withdrawal, the money will be refunded within 30 days from the day Svalan Logistik received the item.

If you need to return an item to us, you as customer are responsible for the item and the packaging.

Procedure:

Pack the goods carefully so as to avoid shipping damage.
Make sure you get a receipt that states the parcel ID from the parcel distribution point. This makes it easier to follow the parcel’s return delivery if necessary.
Remember to mark the return with your order number.
Please fill in the accompanying return packing slip so that we can give you with the best possible service.
Send to:
Svalan Logistik AB
Chaufförvägen 29
831 48 Östersund
Sweden

COMPLAINTS

As a consumer, you have the right by law to complain for up to three years from the time of purchase, but within a reasonable time (two months) after a fault has been detected. In the first instance, we will try to rectify the defect in the item. If that is not possible, we will replace the item with a new product, or alternatively compensate you with money.

Svalan Logistik only accepts complaints regarding goods purchased through the Gränsfors webshop. Our complaint form can be found here. Once we have received your complaint and it has been approved, we will send you a return shipping label that you can use to return the item to us.

Be prepared to provide relevant information in order for us to handle your complaint. The replacement delivery will not cost you anything. Svalan Logistik is responsible for shipping costs for complaints. It is therefore important you use the shipping documents sent out by us. If you choose to pay for the shipping yourself and the way the goods are returned, you yourself will be responsible for the goods until they reach us, which includes during transport.

In these cases and for direct contact, you can reach customer service at:
Email: contact@svalanlogistik.com
Phone: +46 (0)63-148520
The parcel is sent to:
Svalan Logistik AB
Chaufförvägen 29
831 48 Östersund
Sweden

Product(s) returned for cash on delivery or after-claim will not be redeemed by Svalan Logistik.

PAYMENT

Payment security is a matter of high priority. Svalan Logistik uses payment solutions from Klarna Bank AB, PayPal and Stripe. All payment solution providers are authorised to offer financial services.

Placing an order through gransfors.se entails certain payment obligations. As a customer, you accept payment responsibility by accepting our terms of purchase at the checkout step and clicking on the button “Go to payment”.

To make card purchases as safe as possible, all payment information is encrypted with SSL (Secure Sockets Layer). This means that the information is sent via a safe link and your card details cannot be read by any unauthorised person. None of your card details will be registered or stored by Svalan Logistik.

We accept most international cards, but not American Express. Svalan Logistik will charge your account when the purchase is completed. A confirmation of the purchase will be sent to the email address provided.

Any false order submitted to Svalan Logistik will be traced and if there is any suspicion of fraud, the purchase will be cancelled and the incident will be reported to the police.

REFUND PROCESS

CARDS

We use the same payment method that you used for your order. If the original purchase was made with a credit card, the sum is credited back to the same card. Refunds will be made within a maximum of 21 calendar days from receipt of your returned product. Shipping costs are not refunded.

INVOICE/PART-PAYMENT

Same procedure as in the case of card payment. The amount is paid back on the card associated with the invoice/instalment. Shipping costs are not credited.

PERSONAL DATA

When you order items from our webshop, you provide us your personal data. Under the Swedish Personal Data Act, we must ask for your consent before we can process your personal data. Your personal data is safeguarded by the EU Data Protection Regulation (GDPR). When you place an order, you give your consent to that we may gather, store and process your personal information.

We use the information, among other things, to meet our obligation to you and to make sure that we can give you the service you expect from us. We will retain your personal data primarily on order to be able to deliver the goods you have ordered, for example if we are forced to provide your name and address so that the product can be delivered to you (e.g. to our courier or supplier).

You are always entitled to find out what personal data we have registered about you. If any data is incorrect, incomplete or irrelevant, you may request that the information be rectified or erased. In that case, please contact us by email.

You can read more about our privacy policy here.

DISPUTES

In the event of a dispute where Svalan Logistik and the customer cannot agree, we intend to participate in Alternative Dispute Resolution (ADR) in accordance with the EU rules thereof, Act (SFS 2015:671) on Alternative Dispute Resolution in Consumer Relations.

ALTERNATIVE DISPUTE RESOLUTION – ADR

The purpose of Alternative Dispute Resolution is to enable, among other things, out-of-court access to a simple, efficient and inexpensive way of resolving disputes between consumers and traders within the EU. Instead of going to court, the case is dealt with by neutral dispute resolution boards which propose or impose a solution for the parties, the consumer and the trader.

If you wish to have your case examined as an Alternative Dispute Resolution case, contact your local dispute resolution board. For consumer disputes within Sweden, contact the National Board for Consumer Disputes (ARN):

Allmänna reklamationsnämnden
Box 174
Stockholm, 10123
Sweden
http://www.arn.se

In the event of a dispute, Svalan Logistik will follow the decision taken by the National Board for Consumer Disputes. The Swedish Consumer Law and the EU Consumer Law Directive safeguard your interests as a customer and naturally they apply when you shop from us.

ONLINE DISPUTE RESOLUTION – ODR

If you as a customer are dissatisfied with a product or service purchased from Svalan Logistik, you can report the matter via ARN’s website, see above, or to an EU-wide website to have your dispute investigated online, called ODR (Online Dispute Resolution). The EU website for Online Dispute Resolution can be found here at http://ec.europa.eu/odr (opens in a new window).

RESERVATIONS

Svalan Logistik enters reservations that goods may be out of stock or may be discontinued from the product range. Svalan Logistik cannot guarantee that all pictures reproduce exactly the actual appearance or colour of the products. The colours displayed on the screen may depend on your settings.

Svalan Logistik enters reservations for possible printing errors and incorrect pricing on the webshop and reserves the right to reject such orders.

FORCE MAJEURE

Svalan Logistik is not responsible for delays or failure to fulfil its obligations if the delay or the failure is caused by an event that lies beyond its reasonable control.

Examples of such incidents include war, civil unrest, infrastructure problems, government interventions, fires, floods, accidents, storms, strikes, lockouts, sabotage, major accidents or other types of natural disasters that affect us or our suppliers.

COMPANY INFORMATION

Svalan Logistik AB (subsidiary of Gränsfors Bruk AB)
Corporate identity number: 556997-6151
Postal address, street address and office: Chaufförvägen 29
Postal code: 831 48 Östersund, Sweden
Contact: contact@svalanlogistik.com
Phone: +46 (0) 63-148520