RETURNS & COMPLAINTS

Returning online purchases

As a customer of Dalarnas EKO, we want you to always feel confident that you are receiving new, fresh, and unopened products. Therefore, returns of opened or tested products are not accepted.

You have a 30-day right of withdrawal from delivery for unopened products.
Return shipping label is not included – you are responsible for the return shipping cost.
You are responsible for the goods until they reach us. We recommend trackable shipping and that you save your drop-off receipt.
Do not send returns by Registered Letter or Schenker, as we cannot receive these.
Please use the original box as outer packaging.

Always notify us of your return at:
order@dalarnaseko.se

Include a note with your name, order number, and email address in the package.
Send the return to:

Dalarnas Ekobutik Organic Cosmetics AB
c/o TC Pump & Maskinservice
781 97 Borlänge
Tel: +46 76 846 17 38

Refunds

Occurs within 30 days after we have received and approved the return.
If the return is not approved, we will contact you by email.
Shipping costs are not refunded.
For returned goods where the packaging is broken or the product has been used, a handling fee of 350 SEK will be charged.
Don't forget to include the sender's name on the package – we do not pick up packages without postage.

Unapproved return

Returns submitted after 30 days from delivery will not be approved.
Returns submitted without prior notification cannot be processed.
The item will not be returned to the customer unless the customer pays for new shipping.
For unapproved returns, a handling fee of 350 SEK may be charged to cover administrative costs.

Unclaimed packages

If a package is not collected within the shipping company's deadline and is returned to us, a fee of 400 SEK will be charged for shipping, return, and handling. An unclaimed package is not considered a cancelled purchase. First, collect the package and then return it according to the return policy.

Returning in-store purchases

Products purchased in-store can only be returned in-store.
Bring the product and the original receipt to the point of purchase, and the staff will assist you further.

Complaints for online purchases

For complaints, please contact our customer service by email:
order@dalarnaseko.se

For faster processing, please attach:

Clear pictures or video showing the defect
Batch number on the product

The right to claim applies to production and manufacturing defects. It does not apply to normal wear and tear or natural aging.

Dalarnas EKO reserves the right to:

Firstly, rectify the defect
Secondly, send a new item
Lastly, make a refund

We do not cover return shipping for complaints.
For approved complaints, a replacement item or refund will be sent within 10 days.
We cover the shipping cost of the replacement item.
The product must be returned well-packaged in a padded envelope or box.

Complaints for in-store purchases

In-store purchases are complained about directly in-store.
Bring the product and the original receipt to the point of purchase.

Dispute resolution

In the event of a dispute, we follow decisions from the National Board for Consumer Disputes (ARN).
You can also use the EU's online dispute resolution platform:
http://ec.europa.eu/odr

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