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 current price).

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 are to be returned/picked up

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

Return reason

Cancelled purchase: is the packaging intact? Closed? 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 via e-mail that you can use to return the product to us or book home collection.

We cannot guarantee that we will be able to schedule a pickup of the package, but we will investigate the possibility upon request.

Once we have processed your return, we will correct the payment and email you 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 that starts 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 decreased in sales value when it reaches us. We have the right to deduct up to 100% of the price of the item if it is returned in an unsaleable condition.

Hygiene articles, 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 unsealed hygiene products, weighted blankets and sex toys are not subject to 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 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 that are not picked up or delivered to an incomplete address and are therefore automatically returned to us. This is because, according to the Swedish Medicines Agency's regulations, we cannot resell the product to another customer or send it back to you.

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

Information on 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 receiving 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 reject 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 resolved. Remember to always make a copy of your complaint in the event of a dispute.