Refund policy
Refund and Return Policy – Collagenluv
At Collagenluv, we want you to feel confident when shopping with us. Our goal is for you to always be satisfied with your purchase. If, for any reason, you wish to cancel your purchase, we offer a simple and transparent return and refund process in accordance with Swedish consumer protection laws and the Distance Contracts Act.
Right of Withdrawal
As a customer of Collagenluv, you have the right to cancel your purchase within 30 days from the date you receive your order.
To qualify for a return, the product must be returned in its original condition, meaning it must be:
- ✓ Unused and in its original condition
- ✓ Complete with the original packaging, labels, and any accessories
- ✓ Free from dirt, odors, or any other signs of use
Products returned in a deteriorated condition may be refused a refund or refunded at a reduced amount corresponding to the loss in value.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to certain products, including:
- ✓ Personalized or custom-made products
- ✓ Products that cannot be returned for hygiene reasons once the protective seal has been broken
These items may only be returned if they are defective or damaged upon delivery.
How to Return a Product
To return a product, please first contact our customer service by email:
Please include your order number and specify which product you wish to return. Our customer service team will then provide you with detailed return instructions and the return address.
We recommend using a tracked shipping service to ensure your return reaches us safely.
Refunds
Once your return has been received and inspected, we will process your refund within 5 business days.
Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed.
Return Shipping Costs
- ✓ If you are returning a product because you changed your mind, you are responsible for the return shipping costs.
- ✓ If the product is defective or incorrect, Collagenluv will cover all shipping costs.
Please note that returns sent without first contacting our customer service may take longer to process.
Defective or Damaged Products
If your product is defective, incorrect, or damaged upon delivery, please contact us immediately at collagenluv@gmail.com and include photos along with a brief description of the issue.
We handle complaints in accordance with the Swedish Consumer Sales Act. Whenever possible, we will replace the product with a new one. If a replacement is not possible, a full refund will be issued.
Unclaimed Parcels
If a parcel is not collected within the designated collection period and is returned to us, a fee of SEK 149 will be charged to cover shipping and handling costs.
Unclaimed parcels are not covered by the right of withdrawal.
Important Information
- ✓ Always keep your receipt and any tracking numbers until your return has been fully processed.
- ✓ We are not responsible for returns sent without tracking or for parcels lost during transit.
- ✓ If you return only part of an order, only the cost of the returned products will be refunded.
Summary
At Collagenluv, we strive to make your shopping experience simple, secure, and fair. If you have any questions regarding our return or refund process, please don't hesitate to contact our customer service—we're always happy to help.
Contact
Email: collagenluv@gmail.com