Refund policy
1. Returns and the right of withdrawal
Merchsweden offers a 40-day return period from the day the customer receives the goods. The first 14 days are normally covered by the statutory right of withdrawal. Days 15–40 form Merchsweden's extended return period. The conditions for this extended period do not restrict the customer's rights under mandatory consumer protection law.
1.1 Statutory right of withdrawal, days 1–14
The customer must notify Merchsweden within 14 days of receipt if they wish to withdraw from the purchase. Notification can be made via the returns portal or to kontakt@merchsweden.se. The customer can also use the Swedish Consumer Agency's withdrawal form.
The goods must be sent back no later than 14 days after the customer has notified us of the withdrawal.
When using Merchsweden's returns service, return shipping costs SEK 80. This amount is deducted from the refund.
When withdrawing from the entire purchase, the original standard delivery charge is also refunded. Any additional cost for a more expensive delivery option is not refunded.
The customer may inspect the goods to establish their characteristics and function. If the goods have been handled more than necessary, a deduction may be made for the actual loss in value. This is assessed individually and communicated to the customer.
1.2 Extended return period, days 15–40
The return must be registered within 40 days of receipt.
The goods must be unused, in their original condition and with labels and original packaging intact. The goods and packaging must be well protected during return transport.
Return shipping costs SEK 80. The original delivery charge is not refunded. If the order qualified for free shipping, the only charge is SEK 80.
The same conditions apply to returns from other countries. The original delivery charge may then be higher.
1.3 Exceptions to the right of withdrawal
Exceptions apply only when the legal requirements are met. Examples include clearly personalised products or sealed products that cannot be returned for health or hygiene reasons once unsealed. A standard product does not become personalised simply because it is sourced or printed after an order is placed.
2. Returns and exchanges
Returns are registered in the returns portal. The customer then receives instructions and a QR code by email, which can be shown at the service point to print the shipping label. If the portal is not working, contact kontakt@merchsweden.se.
Keep the proof of posting until the return has been completed.
To exchange a size or product, the customer must contact Merchsweden before sending the return and provide the order number and details of the requested exchange.
Merchsweden covers the return shipping charge for exchanges, including pre-ordered products.
If the requested product is in stock, the exchange is prepared once the return has been received. If the product needs to be pre-ordered, customer service will help the customer with the new order.
3. Refunds
Returns are normally processed within 24 hours of receipt and no later than 36 hours. The customer is notified by email once the return has been processed.
The refund normally takes 1–3 banking days after processing and is made using the same payment method as the purchase.
For statutory withdrawal, the refund is made without undue delay and no later than 14 days after the customer's notification. Merchsweden may wait until the goods have been received or the customer has provided evidence of sending them back, whichever occurs first.
Deductions for return shipping and any actual loss in value are made in accordance with section 1. For accepted claims concerning faulty goods, section 4 applies.
4. Faulty goods and complaints
Damaged or faulty products should be reported to kontakt@merchsweden.se. The customer must provide the order number and a description, and attach clear photographs of the fault.
Merchsweden must be contacted before the goods are returned. The goods should not be used further after the fault has been discovered.
Complaints must be made within a reasonable time. A complaint made within two months of discovering the fault is always considered timely.
Complaints are handled in accordance with applicable consumer protection law. Merchsweden covers return shipping for accepted claims.
The fault may initially be remedied through repair or replacement. If the purchase is to be refunded, this is done using the same payment method unless the parties expressly agree otherwise.
Merchsweden follows the recommendations of the Swedish National Board for Consumer Disputes (ARN).
5. Pre-orders and cancellations
A pre-order involves sourcing a product that is not in stock for immediate delivery. Quality and authenticity are checked before delivery to the customer.
Delivery normally takes approximately 7–21 working days. Rare or hard-to-source products may take longer. The customer receives updates by email.
Requests for changes or cancellations must be sent to kontakt@merchsweden.se with the order number as soon as possible.
A pre-order can be cancelled free of charge before sourcing. After sourcing, customer service will provide information about the specific order. Any special conditions must not restrict the customer's statutory right of withdrawal.
Pre-ordered standard products are covered by the withdrawal and return rules in section 1.
When paying by Klarna invoice, the invoice is sent when the parcel leaves Merchsweden's warehouse and is on its way to the customer.
Further information is available on the pre-orders page.
6. Prices and product condition
Prices include VAT. Shipping costs are shown at checkout before the purchase is completed.
Prices may change. Price guarantees or refunds following subsequent price reductions and promotions are not offered.
The range includes new and pre-owned products. The condition is stated in the product description and shown in the photographs.
The price of sought-after products may be affected by supply and demand on the resale market.
7. Orders and delivery details
The customer is responsible for providing the correct name, email address, telephone number and delivery address.
If the order confirmation has not arrived within 24 hours, the customer should check their spam folder and contact Merchsweden.
If an order cannot be fulfilled, the customer will be contacted with the reason and refund information. The customer's statutory rights are unaffected.
A handling charge of SEK 200 applies to uncollected parcels. Failing to collect a parcel does not replace notification of withdrawal from the purchase.
8. Shipping and contact
Delivery is made through PostNord Service Point. Delivery times, free shipping and priority delivery are governed by the shipping policy. Contact us via the contact form or kontakt@merchsweden.se.