Welcome to protonord.eu!

Refund policy

Return and Refund Policy – protonord.eu

At protonord.eu, we are committed to providing high-quality products and excellent customer service. This Return and Refund Policy outlines your rights and obligations as a customer, in compliance with Swedish and EU consumer protection laws. Please review this policy before making a purchase.

1. Right of Withdrawal (Ångerrätt)

As a customer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, in accordance with the EU Consumer Rights Directive (2011/83/EU) and Swedish law (Distansavtalslagen).

  • Withdrawal Period: You have the right to cancel your purchase within 14 days without giving any reason. The withdrawal period begins from the day you, or a third party designated by you (other than the carrier), receive the goods.
  • Exercise Your Right: To exercise your right of withdrawal, please contact us at info@protonord.eu or use the model withdrawal form provided on our website. Clearly state your intention to withdraw and provide your order details.

2. Return Process

If you choose to exercise your right of withdrawal, you must return the products to us within 14 days of notifying us of your decision to withdraw.

  • Condition of the Goods: The returned items must be unused, in their original packaging, and in the same condition as when you received them. If the product has been handled beyond what is necessary to establish its nature, characteristics, or functioning, we reserve the right to reduce the refund amount to cover depreciation.
  • Return Shipping: Unless otherwise agreed, you are responsible for the cost of returning the goods. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
  • Return Address: Once you have notified us of your intention to withdraw, we will provide you with the address to return your item.

3. Refunds

Once we receive the returned goods and verify their condition, we will process your refund.

  • Refund Process: Refunds will be made to the original payment method within 14 days of receiving the returned product or proof that the product has been shipped back to us.
  • Shipping Costs: If you opted for standard delivery, we will refund the shipping costs as well. However, if you chose an express or premium shipping option, only the cost of standard delivery will be refunded.
  • Deductions: If the returned product is damaged or shows signs of use beyond what is necessary to establish its nature or function, we reserve the right to deduct from your refund an amount equivalent to the depreciation of the product.

4. Exceptions to the Right of Withdrawal

Certain products are exempt from the right of withdrawal, including but not limited to:

  • Goods that have been customized or made to order.
  • Perishable goods (e.g., food or flowers).
  • Products that are sealed for health protection or hygiene reasons, where the seal has been broken after delivery.
  • Digital content that has been delivered and accessed with your explicit consent.

5. Defective or Damaged Goods

In the event that you receive a defective or damaged product, you have the right to file a complaint under the Swedish Consumer Sales Act (Konsumentköplagen). You are entitled to:

  • A repair or replacement of the product.
  • A price reduction or a full refund, if repair or replacement is not possible.

Please notify us within 14 days of receiving the defective product by contacting us at info@protonord.eu. You may be asked to provide evidence of the defect, such as photographs. In cases where a return is necessary, we will cover the return shipping cost.

6. Returning Defective or Damaged Goods

If your product is faulty or damaged, protonord.eu will cover the return shipping costs. After contacting our customer service team, we will provide you with instructions for returning the item and arrange for a replacement, repair, or refund depending on the situation.

7. Refunds for Faulty Products

For defective or damaged goods, once the return is approved and processed, we will issue a full refund (including original shipping costs) within 14 days. Refunds will be made using the same payment method as the original transaction unless otherwise agreed.

8. Contact Us

For any questions regarding returns, refunds, or to exercise your right of withdrawal, please contact our customer service team:

9. Dispute Resolution

In the event of a dispute, we adhere to the guidelines set by the Swedish National Board for Consumer Disputes (ARN) and the EU's Online Dispute Resolution platform. If an issue is not resolved through our customer service, you may submit a complaint to ARN or use the EU’s online dispute resolution platform.