Returns and complaints

Your statutory 14-day right of withdrawal

When you shop as a consumer at a distance, you normally have a statutory 14-day right of withdrawal. The period starts on the day after you receive the goods. You do not have to give a reason for cancelling your purchase.

Three months to change your mind and return your purchase

We are confident that you will be satisfied. That is why Harpsöe Sweden AB goes further and offers a voluntary three-month withdrawal and returns period for stock items, starting on the day you receive the goods. This extends the statutory right of withdrawal. Notify us within three months if you wish to use this offer.

Condition of returned goods

During the statutory withdrawal period, you may open the packaging and examine the goods as needed to assess their characteristics and function. If you handle them more than necessary, a deduction for loss in value may apply where permitted by law. The unused-condition requirement below does not restrict your statutory right of withdrawal.

For the voluntary extension after the first 14 days, the store’s existing condition requirements apply: the goods must be unused, in their original packaging and in their original, undamaged condition.

Custom-made products

The statutory right of withdrawal normally does not apply to goods made to your specifications or clearly personalised, such as made-to-measure straps. The voluntary extension above applies to stock items.

Return shipping and size exchanges

We offer free returns and free size exchanges within Sweden. For returns from other countries, the customer pays the return shipping costs. Contact us for return instructions and help with a size exchange.

How to return an item

Contact us at info@harpsoe.se and provide your order number and tell us whether you would like a return or a size exchange. A clear statement that you wish to cancel your purchase is sufficient. After notifying us, send the goods back within 14 days. Pack them carefully and retain proof of postage.

You may also use the Swedish Consumer Agency’s standard withdrawal form. Send your notice to Harpsöe Sweden AB, not to the agency.

Swedish Consumer Agency withdrawal form

Refunds

Refunds are made using the same payment method as the purchase unless we agree otherwise. For statutory withdrawal, the refund is due within 14 days of your notice. We may withhold it until we receive the goods or you provide proof that you have sent them back. Your statutory rights to a refund of the original standard delivery charge apply.

Faulty goods and complaints

If you receive a faulty or incorrect item, contact us and describe the problem, preferably with your order number and a photo. The rule on customer-paid return shipping outside Sweden applies to change-of-mind returns and size exchanges, not to a valid complaint about faulty goods. You should not incur additional costs because of a fault for which we are responsible. Our voluntary returns offer does not affect your statutory rights concerning faulty goods.