Returns & Claims

This page describes your right of cancellation/return, how SpringButiken handles returns and complaints, and how to make a complaint. The policy applies to purchases made on springbutiken.com and is based on the EU Consumer Rights Directive (2011/83/EU) and applicable national legislation in each EU country. SpringButiken ships to all 27 EU member states.

Because SpringButiken mainly sells second-hand goods, certain specific conditions are relevant: second-hand goods may show normal wear and tear and should be assessed in relation to the description given at the time of sale.

In accordance with EU consumer rules and SpringButiken's policy, the return period is 14 days. The right of cancellation is normally valid for 14 days from the day you received the goods.

• The goods must be returned in substantially unaltered condition. For second-hand goods, this means that normal and expected wear and tear (clearly indicated in the advert) does not count as a depreciation preventing return.

• If the goods are noticeably different from what was stated in the product description (e.g. major defects or damage), you are considered faulty and you are entitled to claim compensation. If the goods are noticeably different from what was stated in the product description (e.g. major defects or hidden damage), they are considered faulty and you have the right to return them.

• Some goods may be excluded from the right of withdrawal (e.g. hygiene products or products with broken seals), see specific product instructions in the product description.

Return shipping is free - SpringButiken covers the return shipping, unless specifically agreed otherwise. We will send you instructions on how to use the prepaid return shipping solution or a return label.

Once we have received and checked the return, we will process your refund. Refunds will be made within 14 days of our receipt of the returned goods or - in cases where you provide proof of having handed over the goods to the carrier - within 14 days of that date. Refunds will normally be made to the same payment method used for the purchase, unless otherwise agreed.

We deliver to all 27 EU member states:

Sweden

• Standard shipping: 59 SEK, free shipping over 800 SEK.
• Delivery time: 1-2 business days.

Denmark

• Standard shipping: 79 DKK, free shipping over 680 DKK.
• Delivery time: 1-3 business days.

Finland

• Standard shipping: 11 EUR, free shipping over 90 EUR.
• Delivery time: 1-3 business days.

Rest of EU (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain)

• Standard shipping: 13 EUR, free shipping over 90 EUR.
• Delivery time: 3-7 business days.

If the item is faulty, damaged on delivery or does not match the advert:

1. Document the fault with photos (item + packaging).
2. Contact us immediately with your order number and photos.
3. We will give you instructions for free return, exchange or compensation depending on the situation.

If an item is sold as "second hand" but in the advert is described with inaccuracies, we will consider it as a faulty item and handle the complaint in accordance with consumer rules.

1. Send an email to vovve@springbutiken.com with your order number, which items you want to return and the reason for return. (This is our returns contact.)
2. We will send you instructions and a pre-paid returns label, if applicable.
3. Pack the item securely - include the order number or delivery note.
4. Submit the parcel to the specified carrier or use the specified returns procedure.
5. Once we have received and checked the item, we will process the refund (see section 5).

1. Contact: For complaints or claims, please start by contacting customer service: vovve@springbutiken.com (or for returns: vovve@springbutiken.com). Describe the problem, attach the order number and pictures.
2. We will acknowledge receipt and start an investigation. The aim is to resolve the matter as quickly and smoothly as possible.
3. If we cannot find a solution, you can refer the matter to the national consumer protection authority or other appropriate dispute resolution body. For data protection issues, you also have the right to complain to the national data protection authority (e.g. the Swedish Data Protection Authority).

To process a return or complaint, we normally need:

• Order number and date.
• Which item(s) it concerns (product name/SKU).
• Description of problem/cause of return and photographic evidence.
• Contact details (email/phone).

Providing full information will help us to assess the case quickly.

• Second hand items are often sold as is and the advert should normally describe the condition of the item (e.g. "good condition", "with obvious wear", or specific defects). When assessing returns, we take into account the description in the advert and normal wear and tear.

• If a product has hidden defects that were not stated in the advert, you have the right to make a complaint in accordance with applicable consumer rules.

1. Returns & returns issues: vovve@springbutiken.com.
2. Complaints, customer service & general enquiries: vovve@springbutiken.com.
3. Data protection issues: possibility to report to national supervisory authority (e.g. the Swedish Data Protection Authority).