Återbetalningspolicy

<h1>Returns & Refunds Policy</h1>
<p>Everything you need to know about returns, claims, and our guarantees.</p>

<p><strong>Last updated:</strong> [date]</p>

<h2>On this page</h2>
<ul>
  <li>Right of Withdrawal</li>
  <li>How to Return an Item</li>
  <li>Damaged or Incorrect Items</li>
  <li>Uncollected Parcels</li>
  <li>Product Warranty</li>
  <li>Customer Satisfaction Guarantee</li>
</ul>

<h2>Right of Withdrawal</h2>
<p>If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, in accordance with the EU Consumer Rights Directive. For customers outside the EU, the same 14-day window applies as a goodwill policy.</p>

<p>To exercise your right of withdrawal, contact us at kundtjanst@skinroller.se within 14 days of delivery. We will provide you with return instructions and a return form.</p>

<p>Products must be returned <strong>unused, unopened, and in their original packaging</strong>. If the condition of the product has deteriorated due to handling beyond what is necessary to determine its nature and characteristics, we reserve the right to reduce the refund accordingly.</p>

<p>If a product is part of a kit or bundle, the entire kit must be returned. Partial returns of kits are not accepted.</p>

<p><strong>Return shipping:</strong> The customer is responsible for return shipping costs. We do not provide prepaid return labels for international returns.</p>

<p><strong>Refund:</strong> Once we receive and inspect the return, we will refund the purchase price within 14 days using the original payment method. Original outbound shipping costs are non-refundable, except where required by law.</p>

<p>This right does not apply to products with a short shelf life, sealed health or hygiene products that have been opened, or items marked as final sale.</p>

<h2>How to Return an Item</h2>
<ol>
  <li>Email kundtjanst@skinroller.se within 14 days of receiving your order.</li>
  <li>Include your order number and the item(s) you wish to return.</li>
  <li>We will send you a return form and the return address.</li>
  <li>Ship the item back at your own cost. We recommend using a tracked service.</li>
  <li>Once we receive and approve the return, we will issue your refund within 14 days.</li>
</ol>

<p>We process returns on Fridays.</p>

<h2>Damaged or Incorrect Items</h2>
<p>It is the customer's responsibility to inspect the goods upon delivery. If your order arrives damaged, is incorrect, or items are missing, please contact us at kundtjanst@skinroller.se as soon as possible — and no later than 14 days after delivery — with:</p>
<ul>
  <li>Your order number</li>
  <li>A photo of the product and packaging</li>
  <li>A short description of the issue</li>
</ul>

<p>If your parcel is visibly damaged on arrival, please file a complaint with the carrier at the pickup point before accepting the delivery.</p>

<p>For approved claims, we will arrange a free return and either replace the item or refund the full amount, including shipping, within 30 days.</p>

<h2>Uncollected Parcels</h2>
<p>For parcels that are not collected within the carrier's holding period and are returned to us, we charge a handling fee of 299 SEK (approx. €27 / £23) to cover outbound shipping, return shipping, and administration. Uncollected parcels are not covered by the right of withdrawal.</p>

<h2>Product Warranty</h2>
<p>Warranties on the products are provided by the manufacturer. We do not offer warranties beyond those stated by the manufacturer.</p>

<p>Skincare is highly individual, and we cannot guarantee that a product will suit everyone. We accept no liability for hypersensitivity to ingredients or for results that do not meet personal expectations. We always recommend testing new products on a small area of skin before full use.</p>

<p>The following are not grounds for a refund or claim:</p>
<ul>
  <li>Personal preferences regarding texture or scent</li>
  <li>Individual skin reactions or sensitivities</li>
  <li>Lack of expected results</li>
</ul>

<p>If you are unsure about a product's ingredients or use, contact our certified skin therapist at kundtjanst@skinroller.se before purchase.</p>

<h2>Customer Satisfaction Guarantee</h2>
<p>At Skinroller, we believe in long-term relationships with our customers. With our expertise and carefully selected products developed by leading dermatologists, we offer a 100% customer satisfaction guarantee in consultation with our certified skin therapist.</p>

<p>The program involves a step-by-step review of your skincare routine together with our skin therapist over a 4–6 month period, with ongoing guidance and adjustments. If a product does not work for a specific area, we will evaluate alternative ways to use it together with you.</p>

<p>To enrol or learn more, contact kundtjanst@skinroller.se.</p>

<hr>

<h3>Need help?</h3>
<p>Our customer service team responds within 24 hours on weekdays.</p>

<h3>Company information</h3>
<p>
Retrigo AB / Skinroller<br>
Drottninggatan 102A, 111 60 Stockholm, Sweden<br>
Company registration number: 559015-1964<br>
VAT number: SE559015196401<br>
Email: kundtjanst@skinroller.se
</p>