Återbetalningspolicy

Terms & Conditions

Last updated: [2025-10-21]

1. General

These terms and conditions apply when you, as a consumer, make a purchase from alstervandel.com operated by Hewa AB, reg. no. 559061-2072, with its registered address at Björkebyvägen 2, 175 64 Järfälla, Sweden.
You must be at least 18 years old or have parental consent to place an order.

2. Prices and Fees

All prices are stated in Swedish kronor (SEK) and include VAT. Any shipping fees or other charges are displayed separately at checkout before completing your order.

3. Orders and Agreement

A purchase agreement is entered into when you complete your order and receive an order confirmation by email. We reserve the right to cancel orders in cases of obvious errors, such as incorrect pricing.

4. Payment

Payment can be made through the payment methods available at checkout (e.g., card, Swish, invoice, or installment payments) in cooperation with our payment partners. For invoice payments, a credit check may be performed.

5. Delivery

We normally deliver within [2–3] business days. The available delivery options and shipping fees are displayed at checkout. If a delay occurs, we will notify you as soon as possible.

6. Right of Withdrawal (14 days)

You have the right to withdraw from your purchase within 14 days from the day you received your order. To exercise your right of withdrawal, you must notify us clearly within the 14-day period – preferably via email to sales@alstervandel.com.
You may also use the standard withdrawal form provided by the Swedish Consumer Agency.

How to return an item under the right of withdrawal:

  1. Notify us that you wish to cancel the purchase.

  2. Pack the item securely.

  3. Send the item back without undue delay and no later than 14 days after notifying us, to the return address below.

Return address:
Hewa AB – Returns
Björkebyvägen 2
175 64 Järfälla
Sweden

Costs and Refunds:

  • You are responsible for the return shipping cost when exercising your right of withdrawal.

  • We will refund the full purchase amount, including standard shipping, without undue delay and no later than 14 days after receiving the returned item or proof that it has been sent back.

  • Refunds are made using the same payment method as used for the original purchase unless otherwise agreed.

Value reduction:
You may handle the item to determine its nature, characteristics, and function – similar to how you would in a physical store. If the item has been handled more than necessary, we may deduct an amount corresponding to its diminished value.

Exceptions from the right of withdrawal include:

  • Products made to your specifications or clearly personalized.

  • Sealed goods which are not suitable for return for health or hygiene reasons, and where the seal has been broken.

  • Goods that can deteriorate or expire rapidly.

  • Digital content delivered in a non-physical format, where delivery has started with your express consent.

7. Complaints (Defective Goods)

You have the right to make a complaint about defective goods within three (3) years from the date you received the item. Complaints must be made within a reasonable time after the defect was discovered. A complaint made within two months is always considered within reasonable time.

How to make a complaint:

  1. Contact us in writing at sales@alstervandel.com and describe the defect.

  2. Include the order number and, if possible, photos or videos showing the issue.

  3. Wait for instructions on return shipping or inspection. We cover reasonable return shipping costs for approved complaints.

Remedies:
We will repair or replace the defective item free of charge. If this cannot be done within a reasonable time, you are entitled to a price reduction or to cancel the purchase. You may also be entitled to compensation for reasonable expenses incurred due to the defect (e.g., extra shipping), provided you can present proof.

Your obligations in case of a defective item:

  • Use and handle the product properly; avoid use that could worsen the defect.

  • Follow our troubleshooting or return instructions and make the product available for inspection.

  • Keep your receipt and any documentation supporting your purchase and costs.

8. Transport Damage

If you discover damage to the packaging or the item upon delivery, report it immediately to the carrier and to us.

9. Dispute Resolution

If we cannot reach an agreement, you may refer the matter to the Swedish National Board for Consumer Disputes (ARN) for review. We comply with ARN’s decisions.
You may also use the EU Online Dispute Resolution platform (ODR).

10. Contact

Customer Service – Hewa AB (alster vandel®)
Email: sales@alstervandel.com
Address: Björkebyvägen 2, 175 64 Järfälla, Sweden