Refund Policy for Physical Products:

 

According to the Distance Contracts Act, you as a consumer have the right to cancel your purchase within 14 days of receiving your goods. Please note that this applies to stock items.

The right of withdrawal is provided that you have not used/assembled the product. The original packaging must be saved and sent back with the goods. When you use the right of withdrawal, you as a customer pay for the return shipping. We are not responsible for damage that occurs during return. Therefore, send the return item well packaged. If you need new tension straps, you can order them from us in connection with the return notification.



NOT OPEN PURCHASE ON ORDER ITEMS



Almost all of our furniture can be ordered in many different sizes and colors and therefore we cannot have all options in stock. The goods are manufactured after you have placed your order and therefore cannot be returned. This includes all of our furniture and rugs that are not in stock. However, you have the right of cancellation for 4 days from the date you made the purchase. Contact hello@josephinethornander.com if you are unsure what applies.



RETURNS

For returns, please contact us via hello@josephinethornander.com and we will email you a return shipping slip.

For returns of large goods (over 20 kg) we can help with the return shipping documents. The payment for the return is adjusted with the refund of your money. Refunds will be made to your bank account within 10 days after we have received and accepted your return.

Special 'Made to order' products cannot be returned. This includes all our furniture and carpets that are not in stock (see right of withdrawal above).



COMPLAINT

You have the right to complain about a product in the event of a manufacturing defect. Contact us within 14 days at hello@josephinethornander.com and attach clear pictures of the defect and state your order number. If you have received a faulty product, we will pay for return shipping and if possible replace the product with a new one.



TRANSPORT DAMAGE - NOTE

When you receive your delivery, it is your responsibility as the customer to check the goods for damage before signing for the delivery. Inspect the outer and inner packaging and cartons or other packaging that the goods came in. If the package or your goods are damaged, this must be noted directly on the delivery note and documented with pictures and text. As the transport takes place via an external company, we are not responsible for damages incurred during the delivery to you as a customer, but of course we will help you in the matter.



Also consider:

We inspect our goods before packaging. If the packaging has no visible defects, but the item is still damaged or seems rickety, it may be due to hidden transport damage. Hidden transport damage usually occurs from a flat fall, drop/tilt or something heavy being dropped on top of the goods.



Photograph the following:

Outer and inner packaging

Accompanying delivery note from the carrier

The item you received with the damage

Without pictures of these points, we cannot proceed with the transport damage notification to the shipping company and complaints cannot be accepted.

Describe your case and email the pictures together with your order number to hello@josephinethornander.com org within 24 hours of receiving the item. This helps us process your case faster.



We must report the damage to the transport company within 5 days. You as a customer must therefore report the damage before this time expires in order to apply for compensation. Damages not reported in time are NOT compensated. Any product that we believe has been damaged in transit will be replaced free of charge as soon as possible. Keep the original packaging that the item came in until the case is closed. The product may not be used until further notice.

Please note: when you collect your goods yourself from our warehouse or DHL terminal, you must check the goods before you bring them. Transport damage discovered after leaving the terminal is not accepted.



PRODUCT FAILURE

Please note that a product fault can also be the result of transport damage. Therefore, always take the same measures as in case of transport damage for safety's sake and we will help you investigate the error.