Refund policy
Business customer
For business customers, only Köplagen applies. Nothing in the text below applies to business customers unless it is also regulated in the same way in Köplagen.
Prices and payment
Each item is listed with a price in SEK including Swedish VAT. If you have chosen to view in another currency, it is only a guide. Possible exchange costs may be added when paying in a currency other than SEK. Please note that customs fees may apply for international deliveries. These fees are paid by the customer
In the checkout you will see the total price including VAT and shipping costs. Payment terms are specified in the checkout depending on the selected payment method. Shipping conditions are specified in the checkout and footer depending on the selected shipping method.
We reserve the right to price changes caused by price changes from the supplier, misprints in the price list and inaccuracies in prices due to incorrect information and reserve the right to adjust the price.
Order and order confirmation
By making a purchase with Helsinglight AB, you accept these general purchase conditions. By accepting the terms, you undertake to comply with the terms in their entirety, as well as agree to the processing of your personal data.
If you are under 18, you must have a legal guardian's permission to order from us.
When you have completed your order, an order confirmation will be sent to your email address. This acknowledgment of receipt contains information about the contents of the order.
If there is an error in the order confirmation, please contact us as soon as possible via email to support@helsinglight.com.
In connection with the order being dispatched from Helsinglight AB's warehouse (in Hälsingland, Sweden), you will receive a delivery notification via e-mail. There you will also find the option to track your purchase.
We reserve the right to cancel a placed order for technical errors or the like that resulted in an incorrect price or incorrect information.
Product information
We reserve the right for any typographical errors on this website and final sale of products. We do not guarantee that the images reproduce the exact appearance of the products as a certain color difference may occur depending on the monitor, photo quality and resolution. We always try our best to expose the products as correctly as possible.
Gift card
Delivery of the gift card takes place directly to your email, so you can spoil someone you care about at very short notice. Valid for 1 year from the date of issue, the gift card is valid both in the store in Vattlång and online.
Refund Policy
Right of withdrawal
When purchasing in our e-commerce, you as a consumer have a statutory 14 day right of withdrawal from when you received your item. Within that time, you have the opportunity to announce that you regretted it and request a return.
For more information about the statutory right of withdrawal, see information at the Swedish Consumer Agency.
Returns
To be eligible for a return, the order must be made by a customer located within the EU. Item that is returned must be in the same condition as you received it, well packaged, with labels still on and in unbroken original packaging, undamaged and unused. You also need the receipt or order confirmation.
As a consumer, you are responsible for return shipping and you also do not have the right to request compensation for shipping costs in the event of a return purchase. This applies to all shipping of goods. You bear the risk in case of a return to us, so send the original packaging well packed in a good quality outer packaging.
For the return to apply, you must contact support@helsinglight.com within 14 days of receiving the item. Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the problem and rectify it as soon as possible. All this in accordance with the Distance and Home Sales Act.
How to return an item
- To start a return case, contact us first by sending an email to support@helsinglight.com.
- Do not return goods until you have been in contact with us.
- In the email to us, please state name, address, phone number, order number and reason for cancelation of your purchase. You will then receive information from us on how to proceed regarding the return of the purchase.
Exceptions / Non-returnable goods
- We do not accept returns of hazardous materials, flammable liquids or gases.
-
Unfortunately, we cannot accept returns on sale items or gift cards.
Get in touch if you have questions or concerns regarding your specific item.
Return of Contact Lenses
We take pride in delivering contact lenses to our customers where the lens manufacturer guarantees the highest quality and conducts rigorous checks on their products. However, despite this, rare occurrences such as manufacturing defects or discomfort may arise. In these cases, we offer a complimentary return service to assess the defect and the return issue so that we can handle these situations with the utmost care and ensure our customers' satisfaction.
- Return Process: Customers are requested to first photograph the lens and send it to support@helsinglight.com. If the product is deemed defective, we offer a complimentary return label. Customers are asked to clearly mark the defective lens/lenses on the lens container to facilitate our evaluation.
- Contact Us: Upon discovering a defect, contact us immediately at support@helsinglight.com. This step is crucial to initiate the return process.
- Additional Information: Any information that can assist us in our evaluation, such as the condition of the lens upon receipt and any attempts to address the issue, is valuable. In the case of discovering defects like worn/torn/expired faulty items or discomfort, please also take a photo of the lenses as evidence to proceed with a replacement and return.
- Evaluation and Action: After receiving and reviewing the returned lenses, we will examine and forward the case to the manufacturer for quality control and potential replacement. We conduct thorough inspections to facilitate exchanges or refunds for defective products. Please note that products showing signs of use may void the policy.
- Lens Replacement: Replacement lenses will be of the same color as the originally ordered ones. We cannot offer color changes for defective lenses or if the color does not meet the customer's expectations.
- In cases where lenses do not fit the eyes, such as Sclera lenses, returns are also not applicable.
- Special Purchases: Requests for new lenses in a different color or size are treated as separate purchases and are not affected by this return process.
This policy ensures a transparent and effective handling of defective lenses, respecting both the customer's needs and our quality standards. We take pride in offering this service and commit to handling any issues with the utmost care to ensure your satisfaction.
Warranty
If you receive an item that you believe is defective or has a manufacturing defect, please contact us at support@helsinglight.com then we will help you.
- If you have a claim related to the statutory warranty of conformity, the claim must be sent to us within a reasonable period of time. The Swedish Sale of Goods Act gives you as a buyer the right to have your case reviewed for defective and faulty products for two (2) years from the date of purchase.
- In the event of a fault for which Helsinglight AB is responsible, you will receive a new item free of charge and we will cover the shipping costs for the return of the item.
- If the error occurred during transport, this is reported to the carrier.
Exchanges of goods
Unfortunately, we cannot administer exchanges of goods purchased online. If you would like to make an exchange, please return the item(s) and place a new order online.
Uncollected shipments
We charge an administrative fee of €20 for packages not picked up to cover our costs. If you change your mind after we've sent out the package, you need to pick it up and return it as instructed above.
You will get back what you paid for the item(s), minus the mentioned administrative fee, any shipping costs for return shipping to the same account and using the same payment method you used before.
Refund
We will contact you once we have received and inspected your return and let you know if the refund has been approved or not. If your refund is approved, you will automatically be refunded using your original payment method within 14 business days. Remember that it may take some time for your bank or credit card company to process and post the refund. If it has been more than 20 working days since we approved your return, please contact us at support@helsinglight.com .
-
We will refund all returned goods that are undamaged and unused, if they are in unbroken packaging.
-
Helsinglight AB reserves the right to deny customer complaints and returns of goods due to incorrect handling, negligence or incorrect use.
-
When you return goods and are eligible for a refund, the money will be refunded via the payment method you originally paid for your item.
-
If we come to the conclusion that the product is defective, we will refund both the cost of the product together with your return cost.
-
In the event that we issue a refund in a way other than the original payment method, we will contact you as a consumer.
-
If you wish to be refunded in a way other than the original payment, please contact us at support@ helsinglight.com and we will help you.
European Union 14-day grace period
Notwithstanding the above, if the item is sent within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be returned in the same condition as you received it, with tags still attached and in the original packaging. You also need the receipt or order confirmation.
About House of Helsinglight (Helsinglight AB)
COMPANY NAME
Helsinglight AB (House of Helsinglight)
VAT NUMBER:
SE556940405501
ORGANIZATION NUMBER:
556940-4055
D-U-N-S® NUMBER:
352505174
ADDRESS
Vattlång 114
829 91 Ilsbo
Hälsingland, Sweden
Last updated: 2024-04-29