Zásady vrácení peněz
Here you will find specific information on the right of withdrawal and complaints regarding our e-commerce.
Right of withdrawal
As a consumer, you are entitled to a 14-day right of withdrawal from the day you receive your order, according to the Distance and Off-Premises Contracts Act. However, we choose to offer you a 365-day right of withdrawal (365-day open purchase). This means that you have the right to cancel your purchase by notifying SuperParents within 365 days of receipt of the ordered product (the withdrawal period).
If the product is in a deteriorated condition upon return, we will make a deduction from the refund corresponding to the reduced value of the product, if and to the extent that such reduction in value is due to your having handled the product to a greater extent than is necessary to determine its characteristics or function.
When exercising the right of withdrawal, you pay the return shipping costs. As you are responsible for the product until we receive it, it is important that the product is well packaged.
The right of withdrawal does not apply to products manufactured specifically for you as a customer. This includes a product designed according to your wishes, or a product with a personal touch. An example is a piece of jewelry with your name engraved on it, or a football with your name engraved on it.
Refund policy
For most items, in the unlikely situation that your product is faulty, you can send it back to us for a refund or exchange of goods within 365 days of receipt. Return shipping refunds are not available for this. Once we have received and accepted your return, your money will be refunded to the same account you paid with, which will be done at the latest within 14 days from notification of exercise of the right of withdrawal (provided we received your returned product in good time.). If you paid with Klarna, they will also send you an updated invoice by e-mail.
Returns (if applicable)
To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in its original packaging.
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned order. We will also notify you of the acceptance or rejection of your refund. Upon approval of the refund, you will be credited and receive a refund to the payment method you selected when placing the order.
Returns after 365 days from the delivery date will not be accepted.
Lifetime warranty does not cover damage caused by normal wear and tear, stolen or lost products, improper maintenance or care.
How to make a return
- Contact customer service: Send an email to support@heysuperparents.com with your name, email and order number.
- Customer service will send you a return form via email.
- Upon approval of the completed return form, customer service will instruct you where to send your order for return.
- Each customer is responsible for paying the return shipping cost of the order. Shipping costs are not refundable.
- Send the package back. We recommend that you use UPS or similar at your nearest postal agent/collection point.
You should consider using a trackable shipping method or purchasing shipping insurance. We do not guarantee that we will receive your returned order.
Uncollected parcel
Your ordered parcel will remain with the agent for 7 days, after which it will be sent back to us as an agent return. If your parcel is delivered to an agent, you will receive a notification of where it can be picked up.
Agent returns are charged with a handling fee of $19.99. This fee includes the cost of shipping, return shipping, administration and handling.
We therefore charge $19.99 for uncollected goods. If you change your mind after the package has been sent from us, you must collect the package from your delivery point and return it to us, otherwise it will be registered as uncollected and automatically charged $19.99.
- When your delivery is returned to us as an agent return, it will be canceled.
- We will cancel your payment and it will be refunded to you minus the fee for uncollected packages of $19.99. If you have an invoice that has not yet been paid, the amount will be corrected and if you have already paid, you will be refunded. In cases where we cannot deduct the amount from the payment made, we will send an invoice instead.
- If you still want what you ordered, place a new order as usual.
SuperParents does not take responsibility for whether UPS has notified the delivery or not. SuperParents also does not take responsibility for other events that have made you unable to pick up the package, such as work or illness.
Replacements (if applicable)
We will only replace items if they are faulty or damaged. If you need to exchange it for the same item, please send an email via our contact form or via support@heysuperparents.com.
Partial refund
All orders that are not in their original condition, are damaged or are incomplete that are not due to the fault of SuperParents may be refused a refund or partial refund. We will inform you via email after inspection of the received item.
Delayed or missing refunds (if applicable)
- If you haven't received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often a processing time before a refund is published.
If you've done all this and you still haven't received your refund yet, please contact us using our contact form and we will help you!
Complaints
If a product is broken or otherwise defective, you have the right to complain about it. Start by taking pictures of the damaged product. We need the photos and your order number to help you make a claim.
Only after we have inspected your product through photos should you send your product to us. We will then carry out a thorough inspection of the product to assess the cause of the damage and whether it is covered by the warranty. If so, we will offer a repair, replacement or compensation.
Claims only apply if the product is faulty. This does not cover lost items, normal wear and tear or careless handling.
We always carefully examine the products you have ordered before we pack and ship them to you. This is to minimize the risk of you receiving factory-damaged goods. Despite this, transport damage can sometimes occur during shipping. If the product is broken or faulty when it arrives, you can complain about it. Inspect the received product carefully upon receipt.
As a consumer, you must make a complaint within a reasonable time of discovering the fault. Within two months always counts as within a reasonable time. You have a 3-year right of complaint.
In the event of an approved complaint, we will pay for return shipping;
Contact our customer service support@heysuperparents.com for further assistance in the matter. We at SuperParents will decide whether the fault should be rectified or whether you should receive a new product. If you are dissatisfied with a complaint, you can always contact the General Complaints Board at www.arn.se. If we end up in a dispute, our policy is to follow the recommendations of the General Complaints Board.