Return and complaints

Returns and complaints

Can't find answers to your questions in this text? Contact our customer service!

Note! When using the right of cancellation, you as the customer are responsible for the return shipping (Check the current rate).

To report your return/complaint, you need to send us an email.

Our email is: [email protected]

Include the following information:

- Order number

- Which products should be returned/claimed

- How do you wish to return the product? Delivery to an agent or collection at home?

- Return reason

    Cancelled purchase: is the packaging unbroken? Sealed? Purchase condition? Any injuries?

    Complaint: in what way does the product not work? Have you read the user manual and troubleshoot it?

Picture of the product  

If we approve your return notification, we will send you a return label by e-mail that you can use to return the product to us or book a pick-up at home.

We cannot guarantee that we will be able to book a pick-up of the package, but we will investigate the possibility upon request.

When we have handled your return, we will correct the payment and email you a confirmation that the return has been received and processed.

Information about returns

If you regret your purchase, you can make a return. According to the Distance and Home Sales Act, you as a customer have a 14-day right of withdrawal which starts to apply from the day your package is delivered to the recipient's address.

For your return to be approved, it is important that the product has not been reduced in sales value when it reaches us. We have the right to deduct up to 100% of the item's price if it is returned in a non-saleable condition.

Hygiene items, breast pumps, weighted blankets and sex toys are goods whose packaging must not be broken. For a return to be approved, for hygienic reasons. Please note that non-sealed hygiene products, weighted blankets and sex toys are not covered by the right of withdrawal and will therefore not be accepted as returns. This also applies to food, refrigerated goods and medicines (applies to both prescription and non-prescription, as well as herbal medicines and veterinary medicines).

In cases where medicine is returned to us, we will destroy it and you as a customer will not get your money back. The same applies to medicines such as not collected or delivered to an incomplete address and therefore automatically come as a return to us. This is because, according to the Swedish Medicines Agency's regulations, we cannot resell the product to another customer or send it out to you again.

When using the right of cancellation, you as the customer are responsible for the return shipping (Current rate applied). You are also responsible for the return package until it reaches Apovi.

Information about complaints

If you have received a damaged, incorrect or incomplete product, you can make a complaint. It is important that you submit your complaint to us as soon as possible after you receive the product.

Apovi is responsible for the return shipping in cases where the product needs to be sent back to us.

If the reason for your complaint is judged to be incorrect, we have the right to deny it. We always follow the General Complaints Board's recommendations. In case of complaint disputes, we advise you to contact the General Complaints Board, which will help you get the dispute heard. Remember to always create a copy of your complaint in case a dispute arises.