Refund policy

Right of Withdrawal (14 days under EU law)

As a consumer within the EU, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with the Distance Contracts Act and the EU Consumer Rights Directive (2011/83/EU).

The withdrawal period expires 14 days after the day on which you, or a person appointed by you, received the goods.

To exercise your right of withdrawal, you must notify us by email:

kund@kvalio.se

A clear statement that you wish to withdraw from your purchase is sufficient.

Conditions for an Approved Return

To qualify for an approved return, the item must:

  • be in the same condition as when received
  • be unused and undamaged
  • have all labels intact
  • be returned in its original packaging
  • be traceable to an order/receipt

You are responsible for any diminished value if the item has been handled beyond what is necessary to establish its nature, characteristics, and function.

How to Make a Return

To initiate a return, you can log in to your customer account where you can view your order and request a return for a product:
https://account.kvalio.se

Alternatively, you can contact us directly via email kund@kvalio.se and include your order number, or use the return form. Once you have notified us, you have 14 days to send the item back.

Fill out and include the Standard Withdrawal Form (EU 2011/83/EU) with your return. The form can be found here: Return Form.

The return must be sent using trackable shipping, with all fees prepaid. Keep your shipping receipt and share the tracking number with us. We cannot accept shipments sent cash on delivery or with unpaid fees.

Please ensure the package is properly labeled. If the return contains batteries classified as dangerous goods, the shipment must be labeled according to applicable regulations.

Returns sent without prior contact may be refused.

Return address:
KVALIO
Björlanda Strand 93
423 61 Torslanda
Sweden

The customer is responsible for return shipping costs unless otherwise stated. The return must be sent with all charges prepaid and include any applicable costs such as customs duties and VAT where relevant. We are unable to accept shipments with unpaid charges or cash on delivery. Such shipments will automatically be returned to the sender.

We recommend using tracked shipping and keeping the shipping receipt. You are responsible for the goods until they have been received and registered by us, and we ask you to share the tracking number so we can monitor the return.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Hygiene and beauty products where the seal has been broken
  • Special orders or personalized products
  • Perishable goods (e.g., food, plants, flowers)
  • Gift cards
  • Goods which cannot be returned for health protection or hygiene reasons once unsealed

These exceptions follow Article 16 of EU Directive 2011/83/EU.

Damaged or Incorrect Goods

Please inspect your order immediately upon receipt.

If the item is damaged, defective, or if you received the wrong product, you must contact us within 48 hours, preferably with photos, so we can resolve the matter promptly.

This does not affect your statutory consumer rights.

Uncollected Shipments

If a shipment is not collected from a pickup point and is returned to us after carrier notifications, this does not automatically mean that the right of withdrawal has been exercised.

You still have the right to withdraw from your purchase within 14 days under applicable law, calculated from delivery or delivery attempt.

If a shipment is returned to us as uncollected, we are entitled to deduct from the refund the actual direct costs incurred for return shipping and handling, in accordance with Article 14.2 of EU Directive 2011/83/EU.

We do not charge any administrative or penalty fees – only documented actual costs.

If you wish to have the package re-shipped, new shipping costs must be paid in advance.

If the actual return and shipping costs correspond to or exceed the order value, no refund will be made.

If the shipment contains batteries classified as dangerous goods and therefore cannot be returned in accordance with applicable transport and import regulations, it may be destroyed. In such cases, no refund will be issued.

Cancellation is not possible once the order has been dispatched.

Refunds

Once we have received and inspected the return, we will notify you whether the refund is approved.

For approved returns, refunds will be issued:

  • within 14 days from the date we receive the goods
  • using the same payment method used for the purchase
  • including standard delivery costs in the case of full withdrawal (as required by law)

Return shipping costs are not refunded.

Please note that your bank or payment provider may require additional time to process the refund.

Diminished Value Due to Use

You have the right to examine the goods in the same way as you would in a physical store.

If the goods have been handled beyond what is necessary to establish their nature, characteristics, and function, you are responsible for any diminished value.

For approved returns, we may deduct from the refund an amount corresponding to the actual diminished value of the goods.

The deduction is based on the condition of the goods upon receipt and is made in accordance with applicable distance selling legislation.

Diminished value is assessed individually and may amount to the full value of the goods if they can no longer be sold as new.