Complaints and Right of Withdrawal
Complaints
If a product is defective, please contact PelletsTeknik Kalmar as soon as possible via our contact form or by telephone on 0709-609605. For private consumers, the Swedish Consumer Sales Act applies. The right to make a complaint covers defects that existed when the product was delivered and applies for three years from the date the product was received. A complaint made within two months of discovering the defect is always considered to have been made in due time.
For an approved complaint, PelletsTeknik Kalmar covers reasonable return costs and remedies the defect in accordance with applicable law. Transport damage should be reported as soon as possible to facilitate handling, but this does not limit the consumer’s statutory rights.
Right of Withdrawal
As a consumer, you normally have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period begins on the day after you, or a person designated by you, received the product.
To exercise your right of withdrawal, you must clearly notify PelletsTeknik Kalmar that you wish to withdraw from the contract. You may use the withdrawal function on our website via the link “Withdraw from contract here”, the Swedish Consumer Agency’s withdrawal form, or notify us in another clear manner. When we have received your notification, we will send you a confirmation by email.
You must return the product without undue delay and no later than 14 days after notifying us that you are withdrawing from the contract.
Return address:
PelletsTeknik Kalmar
Svanebergsgatan 12
392 44 Kalmar
Sweden
You are responsible for the direct cost of return shipping. If the product cannot be returned as a parcel due to its size or weight, the estimated return cost will be stated before purchase. For bulky goods and pallet shipments, the estimated return cost is SEK 500 including VAT.
We will refund all payments received from you, including the cost of our cheapest standard delivery option, without undue delay and no later than 14 days from the date on which we received your notification of withdrawal. We may, however, withhold the refund until we have received the product or you have shown that you have sent it back.
The refund will be made using the same payment method that was used for the purchase, unless otherwise expressly agreed. We do not charge any administration or handling fee when you exercise your right of withdrawal.
You are only responsible for any reduction in value resulting from handling the product beyond what is necessary to establish its nature, characteristics or functionality.
The right of withdrawal does not apply in the cases provided for by law, for example to products manufactured according to the consumer’s specifications or products that have been given a clear personal character.
Prices in the original currency, Swedish kronor (SEK), are the applicable prices. Any deviation from these terms is valid only if both parties have signed a separate agreement.
Applicability
For private consumers, mandatory Swedish consumer legislation applies, including the Swedish Consumer Sales Act and the Act on Distance Contracts and Contracts Outside Business Premises. These terms do not limit any rights that the consumer has under applicable law.
Orders
If the customer is under 18 years of age, parental or guardian consent is required before the purchase can be completed. Orders placed in another person’s name without that person’s consent, or other conduct that causes financial damage to PelletsTeknik Kalmar, may be reported to the police. PelletsTeknik Kalmar accepts no liability for typographical errors, incorrect information or errors in product and service specifications. Product images are for illustrative purposes only and may not exactly reflect the product’s appearance or characteristics.
Payment and Kustom Checkout
We use Kustom Checkout to process purchases in our online store. Kustom Checkout is an independent checkout solution provided by Kustom AB, where available payment methods and delivery options are displayed.
Kustom is not a bank and does not process payments directly. Payments are processed by the payment service provider selected by you. Any credit assessment is carried out by the relevant payment service provider, not by PelletsTeknik Kalmar or Kustom.
The available payment methods are always shown at checkout. By completing your purchase, you accept our terms and conditions as well as Kustom’s terms of use and privacy policy.
Card payments are processed securely through Stripe via Kustom Checkout. Card details are transferred in encrypted form and handled in accordance with applicable security standards. PelletsTeknik Kalmar and Kustom do not store your full card details.
If you choose Klarna, Klarna Bank AB handles the payment, any credit assessment and invoicing in accordance with Klarna’s terms. If you choose Swish, you approve the payment in the Swish app using Mobile BankID.
Consumers have the right to cancel an order before the product has been delivered. In such cases, PelletsTeknik Kalmar may be entitled to compensation for actual costs incurred as a result of the cancellation, for example for a product specially manufactured for a particular customer that cannot be resold.
Retention of Title
All products remain the property of PelletsTeknik Kalmar until full payment has been made.
Liability for Defects
Nothing in these terms and conditions limits the rights of private consumers under mandatory consumer legislation.
Unclaimed Shipment
An unclaimed shipment is not automatically considered to mean that the purchase has been cancelled. To the extent permitted by law, PelletsTeknik Kalmar may charge reasonable actual costs arising from return shipping and handling.
Transport Damage
Please inspect the product upon delivery. If a product has been damaged during transport, contact PelletsTeknik Kalmar or the carrier as soon as possible to facilitate handling. This does not limit the consumer’s statutory rights.
Force Majeure
Events such as war, natural disasters, industrial action, decisions by public authorities, failure of deliveries from subcontractors, increased costs or other similar circumstances beyond PelletsTeknik Kalmar’s control, which could not reasonably have been foreseen, shall be considered force majeure. In such circumstances, PelletsTeknik Kalmar is released from its obligations to perform concluded contracts to the extent affected by the event.
Other
PelletsTeknik Kalmar may update information on the website, such as prices, technical specifications and product range. Changes apply to future orders and do not affect purchases that have already been confirmed.
In the event of obvious errors in prices or product information, or if a product is no longer available, we will contact the customer without undue delay. The customer will then have the opportunity to cancel the purchase and receive a refund of any amount paid. A replacement product will only be offered with the customer’s approval.
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