Returns

There are two different types of returns, Withdrawal and Complaints.

A withdrawal means that you no longer want the product, you may have accidentally bought the wrong size or model. In the event of a withdrawal, you are responsible for the cost of the return shipping back to us.

A complaint means that something is broken or missing on the product you ordered. In the event of a complaint, we are responsible for the cost of the return shipping if the product needs to be sent back to us.

Questions about Withdrawal

“How long can I cancel a purchase from you?”

You can cancel a purchase within 30 days. According to EU consumer protection law, you have the right to cancel your purchase within 14 days from the day the product was received. We then offer an additional 16 days of open purchase (a total of 30 days). During certain holidays and special campaigns, the right of withdrawal can be extended and then it is displayed on the website before purchase.

During Christmas, we offer an extended right of withdrawal when you shop with us. This applies to purchases made between November 1 and December 22, and means that you can cancel your purchase up to 60 days after the purchase date. According to EU consumer protection law, you normally have the right to cancel your purchase within 30 days of receiving the goods. We extend this period during Christmas so that you have plenty of time to open and try on your Christmas presents in peace and quiet.

"How much does it cost to cancel a purchase?"

In the event of a cancellation, you pay the return shipping. The cost depends on the weight of the product and the size of the package. You will be informed of the exact cost on the return slip when you notify us that you want to cancel a purchase. The cost will be deducted from your refund.

"Can I stop my order before I have received it?"

It is not possible to stop an order after the purchase has been made. This is because the order is sent directly to the warehouse that will ship the product to you.

"Can I change the content of my order before I receive it?"

It is not possible to change an order after the purchase has been made. This is because the order is sent directly to the warehouse that ships the product to you.

"How do I cancel my purchase?"

Click here to start a case and get further help with how to return the product.

If you want to cancel your purchase, you must notify us within 30 days of the day you received your order. You can easily complete your return by contacting us via our customer service page on the Website. You will receive a return label to use when returning the product. You can also contact our customer service by writing to us at support@allectra.se or using our cancellation form.

"Can I cancel any purchase?"

No, some products are exempt from the right of withdrawal. This means that you do not have the right to return these products. When the right of withdrawal does not apply, it is stated next to the product on the Website. The products that are excluded are:

• Products that have been manufactured according to your instructions or otherwise have a clear personal touch.
• Products that cannot be returned properly due to health or hygiene reasons if the seal is broken and you have broken the seal.
• Sealed sound or image recording or a sealed computer program and you have broken the seal.
• Single issues of a newspaper or magazine.

"What happens if I don't collect my package from a representative on time?"

You are responsible for receiving or collecting your package according to the instructions you receive in connection with the order. Packages from a postal agent that are not collected within the time specified on the avin will be sent back to our warehouse. In these cases, we have the right to charge an administrative fee of at least 350 SEK, which corresponds to our costs for handling. Shipping will be added x2 in cases where you do not collect your package from the postal agent or if you do not receive your delivery according to the instructions.

Questions about Complaints

"I have received a broken product, or received something different from what I ordered, what do I do now?"

Click here to start a complaint.

"How long do I have to complain about a product?"

If there is something wrong with your product, you have the right to complain about the faulty product in accordance with the consumer protection legislation that applies in the country where you have your usual place of residence. In Sweden, you have the right to complain about original defects in the product that occur within three years of the product's delivery (the liability period). You always need to complain within a reasonable time from when you should have noticed the defect. Your right to complain expires no later than two months after the three-year liability period has passed.

"How much does it cost to complain about a purchase?"

Nothing for an approved complaint. Once the complained product has been received and approved, we will refund you for the product. We have the right to refuse a complaint if it turns out that the product is not defective according to what applies by law. We also have the right to charge a reasonable administrative fee of a maximum of 10% of the product's price, which corresponds to our costs for examining the product; shipping costs may apply.

"Can I choose between getting my money back or getting a new product?"

You can request a new product or your money back from us. We are not always able to deliver a new product, for example if it is out of stock.