Terms and conditions

GENERAL

Woolpower Östersund AB’s webshop is managed by the logistics company Svalan Logistik AB, a sister company to Woolpower.

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 Woolpower’s webshop belong to Svalan Logistik until full payment has been made. A shipping charge will be added to all purchases less than 100 EURO. Our aim is to deliver orders within three 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.

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.

RETURNS

We have a 30 days return policy. We refund the purchase price of unused products* that are returned in their original packaging.

*Not applicable to Briefs xlong W’s, Boxer Xlong M’s, Boxer M’s LITE, Hipsters W’s LITE

NOTE: The 30 days return policy does not apply to textiles, felt sheets, zippers and felt slippers. Complaints due to minor imperfections are not possible for these products.

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.

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. The cost of shipping is automatically deducted from the amount returned to you. If you exercise your right of withdrawal, the amount will be refunded within 30 days from the day Svalan Logistik received the item.

Svalan Logistik only accepts return of goods purchased through Woolpower’s webshop.

Woolpower never accepts goods sold through Woolpower’s webshop, as the webshop is operated by the logistics company Svalan Logistik.

If you need to return an item to us, you as customer are responsible for the item and the packaging. It is therefore very important that you repack the item carefully so that neither the item nor the packaging is damaged. Mark your return with ordernumber.

COMPLAINTS

Svalan Logistik only accepts complaints regarding goods purchased through Woolpower’s webshop. You can read more about what applies to complaints on our website.

To make a complaint regarding an item bought via our webshop, go to our website, www.woolpower.com and fill in the complaints form. 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.

In the first instance, we 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.

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 perform financial services.

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, you can lodge a complaint with ARN (Allmänna reklamationsnämnden – Swedish National Board for Consumer Disputes). The Swedish Consumer Law and the EU Consumer Law Directive, which safeguards your interests as a customer, also apply when you shop with us.

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 depend on your settings.

Svalan Logistik enters reservations for possible typos and price errors 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 Svalan Logistik or its suppliers.