Welcome to our customer service. Here you will find contact information for us and information about purchase terms, etc.
If you want to return or advertise a product, you can do it by following the instructions under the respective tabs below.
SE-113 60 STOCKHOLM
Phone +46 (0)8-55 11 00 35
Company no: SE556654-8847
When you order from Zelma Webstores, you agree to the terms and conditions of purchase and delivery listed below.
For individuals, the Distance Contracts Act (see below for cancellation) and the Consumer Buying Act, which means that the law applies even if we have agreed on something else.
For companies, including individual traders, the Buying Act applies. It is dispositive, which means that agreements between companies apply primarily before the law.
When you as a private individual have registered and made your order, you also agree that we store and use your information in our business to best fulfill our commitments to you. We protect your personal data under the Personal Data Act, and you are entitled to access the data as well as to have these deleted if you wish.
Should any condition be found invalid as per Swedish or EU law, this shall not mean that the terms of purchase as a whole will be void, but invalidate the invalid condition with equivalent legal text.
In the event of obvious errors in, for example, prices, delivery times and other terms, we reserve the right to correct this in retrospect. On these occasions we will contact you and inform you about this. You then have your full right to either accept the change or cancel your order.
A purchase has been made when you as a customer have received an order confirmation for your e-mail address. Once we have received your order, we will send you an order confirmation immediately to your email. If there is anything you want to change in your order then you must contact us within 24 hours.
Remember to keep your order confirmation! It is (provided payment for the order is made) your receipt on purchase with us.
We currently have no physical store. All products are displayed and presented only in our online store. You can only order via our online store. All other forms of orders must be agreed with us in advance.
To be able to shop with us, you must be at least 18 years old. If you are under 18, you must have the goalkeeper’s permission. Such permission can be given by a parent sending his express permission to us by e-mail. All false orders are tracked and reported to police, and if we suffered financial or other damage, we will demand damages.
Value Added Tax
It is evident in the online store if prices are inclusive or excluding VAT. On invoice amounts are shown both with and without VAT.
It is clear in the online store what price is applicable. If there are two prices, one of which is overlaid, the NON-OVERPRINTED price applies. The overridden price is to be viewed as a recommended price from our supplier and may have been our regular price.
In addition to the price, the normal cost of shipping will be paid. There may also be payment options that will incur additional costs for you as a customer. Normally no additional fees are added.
In the online store, our goods can be marked with a delivery indication to describe current stock status. However, we reserve that the delivery indication may be based on incorrect data, which means that a delivery may occur both earlier and later than estimated. We therefore reserve the right to delete non-deliverable product from your order with deductions for this. If you wish to order another equivalent product, this will be considered a new order. If you wish to cancel a product due to delays with delivery, this is possible until the delivery has been effected (see below under “Cancellation”). Partial deliveries are only made at your request and may incur additional shipping costs for you. If all products are in stock, we expect, but do not guarantee, a delivery time of 5-10 business days.
Mode of delivery
When you make your order, you also choose the delivery method. Usually, the order is shipped with DHL, UPS or FedEx, but we may use other shippers and other shipping methods. You pay the shipping according to the estimated shipping cost. It is your responsibility as a customer to ensure that the address stated at the time of purchase is correct.
The normal delivery time for selecting shipping is to be considered as an estimated time. Redkite AB can not be held responsible for any delays after the goods have been handed over from us or our partner to the chosen freight forwarder.
Not collecting your parcell
It is your responsibility to collect the shipment at the place of delivery within the time specified on the avin. If you can not receive the package upon delivery, or do not pick up your package at the delivery point within the time specified on the avin, it will be returned to us. We reserve the right to charge you a cost of actual shipping and handling costs of at least 250 SEK + VAT. If this charge is not paid, the requirement for collection is left.
Change of order
You can make changes to your order until the order has been effected. By effecting it is meant that invoice or freight handling has been created. If the change is approved and the product is in stock, any price differences will be adjusted according to the price at the time of change. It is not possible to change an order when the order has been effected. Of course, orders already delivered from our system can not be changed. However, private individuals have a right of withdrawal, as stated under the heading “Right of withdrawal”.
A cancellation is not valid until you have received confirmation from us. You can cancel your order free of charge for you until the order has been effected, that is to say. when invoice or freight handling has been created. After this time, you are required to receive the delivery.
Cancellation of non-stocked product or order products ordered or manufactured specifically for you is not possible to cancel after we have ordered or started manufacturing the product.
As an individual, you have the right to cancel your purchase of stocked products within 14 days under the Distance Contracts Act. You are not entitled to undo if you have started using or using the product, if the product is or has been mounted, if the product can not be returned, if the product is an order or if the seal has been broken. It is extra important that the original packaging of the product is not damaged and can be recycled to a fully sellable condition. If you regret the purchase, the product must be returned in substantially unchanged condition. The right of withdrawal begins to run on the day you received the item or a substantial part of it.
To use your right of withdrawal, follow the instructions found under the heading “Return Request” under the “Customer Service” menu, preferably by e-mail, stating bank account or plus / bankgiro number. We will then take a position if you meet the conditions required to apply the right of withdrawal. You will then receive a reply by e-mail from us, if applicable, with information on how to return the item. Please note that you must follow our recommendations regarding packaging, shipping companies, etc. Also note that by law you are the customer who will pay the shipping costs for the return.
After receipt of the returned item, the total purchase price including shipping costs will be refunded to you within 30 days from the date we received the returned shipment, provided you have not used the item and returned in undamaged condition and with unbroken packaging / sealing / technical sealing.
Complaints and repurchases
If you have received a damaged product or have sent a defective product, you must report this within 3 years of receipt of the product, and within 2 months of the date you discovered or should have discovered the defect.
If you, as an entrepreneur, have received a damaged product or have sent an incorrect product, please send the product to us by email as soon as you receive the product. We assume that, as an entrepreneur, you advertise the damage within the warranty period. Otherwise, we refer to the respective manufacturer or service center.
It is for both individuals and companies that the damaged or incorrectly sent product should be returned in the same or equivalent package as when received, together with a detailed description of the error. If we can not ship a new product to you within a reasonable period of time, we will refund the return shipping fee and the amount you paid for the damaged or incorrect product, but we will not refund the original shipping.
Information and images
We reserve ourselves against any printing errors and errors in information and specifications regarding products in our product range. If there are pictures in our online store, they will not be seen as exact images of a particular product. We have been granted permission to use images for products from the respective supplier, but the images may not be copied without their permission.
Both parties shall be exempted from performance of the agreement on performance being prevented or substantially obstructed by circumstance that a party could not reasonably have or predicted. The following and similar circumstances shall be deemed to be exemptions where they hinder or impede the performance of the Agreement: fire, war, mobilization, requisition, seizure, currency restrictions, general shortage of goods, shortage of means of transport, strike, lockout, restrictions on driving power and failure or delay of deliveries from subcontractors which are due in the circumstances referred to in this paragraph or other circumstances that a party can not afford, which either prevents or obstructs performance of parties to such an extent that it can only be done at an abnormally high cost.
If you are a private individual, we have a policy to always follow the recommendations of the Swedish Complaints Board. Disputes between companies are decided in the general court.
As an individual, you have the right to undo your purchase within 14 days, according to the distance contract. You are not entitled to undo if you started to use or use the product, if the product is or has been mounted, nor if the product can not be returned due to its nature. If you regret the purchase, the product must be returned in substantially unchanged condition. The right of withdrawal begins to run on the day you received the item or a substantial part of it.
After we receive your return request, we will take a position if you meet the conditions required to apply the cancellation right. You will then receive a reply by e-mail from us, as appropriate, with instructions on how to return the item. Please note that you must follow our recommendations regarding packaging etc. Also note that by law the customer is to pay the shipping costs for the return.
After receipt of the returned product, the total purchase price will be refunded to you within 30 days from the date we received the return shipment, provided you have not used the product and returned in undamaged condition. The refund includes the part of the original shipping cost that the customer paid for the product to which the return relates.
- Denna instruktion gäller alla typer av returbegäran. Vill du REKLAMERA produkten, se istället rubriken “Reklamera” under Kundservice.
- Vid returbegäran är det viktigt att du fyller i samtliga fält nedan
- Vi kommer att bekräfta per e-post att returbegäran är mottagen och genomläst.
- Om vi känner behov av ytterligare information kommer vi att kontakta dig per telefon eller e-mail.
- Alla produkter MÅSTE returneras i originalförpackningar komplett med samtliga tillbehör. Tänk på att alltid skicka produkten i ytteremballage för att inte skada originalförpackningen. Förpacka godset som det var när du mottog det och i övrigt för att undvika skador. Fäst ALDRIG något på produkternas originalkartonger
- This instruction applies to all types of return requests. If you want to RECLAMATE the product, please see the heading “Reklamera” under Customer Service.
- At the return request, it is important that you fill in all fields below
- We will confirm by email that the return request is received and read.
- If we feel the need for additional information, we will contact you by phone or email.
- All products MUST be returned in original packaging complete with all accessories. Remember to always ship the product in outer packaging to avoid damaging the original packaging. Pack the goods as it was when you received it and otherwise to avoid damage. NEVER attach anything to the product’s original cartons
Money back or replacement product
Our position is often given quite a bit, but in some odd cases no decisive decisions are taken on how the case will be handled until returned products have reached our return department and when they have had a reasonable chance to make an assessment. This procedure may be a bit time-consuming, depending on the season and other workloads. However, we do this as quickly and efficiently as we can.
In normal cases and unless otherwise agreed, we will make a refund to a bank account that you as a customer stated as soon as our return department made its assessment. Sometimes the return can be caused by the wrong model chosen and that we send other products instead of making a refund. All of this we decide in common and in agreement.
NOTE! Returns submitted without the return request being made before are not accepted.
Att reklamera innebär att man meddelar oss att man inte godtar produkten i det skick den är levererad och att man anger på vilket sätt produkten är felaktig.
Vårt råd är att alltid reklamera så snart som möjligt för att vara säker på att inte gå miste om dina rättigheter. Finns det goda skäl och sakliga argument så accepterar vi även reklamationer som annars inte fångas in av varken rättigheter eller regler.
Vad säger konsumentlagen
En privatperson kan enligt konsumentlagen göra en reklamation om produkten redan vid mottagandet visar sig ha en transportskada, om den visar sig ha en dold transportskada eller om produkten är trasig redan när den packas upp.
En reklamation kan också göras efter att den har packats upp. Du måste emellertid lämna oss ett meddelande om felet “inom skälig tid” efter det att du har upptäckt det, i normala fall inom 7 dagar. Om du reklamerar inom två månader räknas det emellertid alltid som att det skett inom skälig tid. Skälig tid kan emellertid vara längre än två månader. Som regel är det en giltig ursäkt om du haft förhinder, exempelvis om du har varit sjuk eller bortrest.
Under de första sex månaderna efter köpet är det vår sak som säljare att bevisa att felet inte fanns från början. Annars räknas felet som ursprungligt. När det har gått mer än sex månader efter köpet är det du som köpare som måste kunna bevisa att felet fanns från början.
Tre år reklamationsrätt
Din rätt att reklamera går enligt konsumentköplagen ut tre år efter det att du har tagit emot varan. Varan kan ha en garanti som är kortare än tre år, men det förkortar inte reklamationstiden enligt lagen.
Vad gäller dig som företagare
Om du som är företagare mottagit en skadad produkt, eller vi skickat fel vara, ska du snarast efter att du tog emot varan, reklamera produkten till oss. Vi förutsätter att du som företagare reklamerar skadan inom garantiperioden.
Det gäller för såväl privatpersoner som företag, att den skadade respektive felaktigt skickade produkten ska återsändas i samma eller motsvarande förpackning, som när den mottogs, tillsammans med en utförlig beskrivning av felet. Om vi inte kan skicka en ny produkt till dig inom skälig tid, återbetalar vi returfrakten samt vad du betalat för den skadade eller felaktiga produkten, men vi återbetalar inte den ursprungliga frakten.
Instruktioner för reklamationer:
- Denna instruktion gäller alla typer av reklamationer och oavsett när du upptäckte felet. (Instruktioner för returer och din rätt att ångra köp inom 14 dagar, återfinns under rubriken Returer
- Vid reklamationsbegäran är det viktigt att du fyller i samtliga fält nedan.
- Vi kommer att kontakta dig per e-post så fort reklamationsbegäran är mottagen. Om reklamationen godkänns, skickas kompletta instruktioner för hur produkten ska paketeras, hanteras och skickas.
Pengar tillbaka eller ersättningsprodukt
För det mesta är skadan eller felets karaktär ganska uppenbar och vårt ställningstagande därför ganska givet, men i vissa udda fall tas inga avgörande beslut om hur ärendet ska hanteras förrän reklamerade produkter har nått vår reklamationsavdelning och de har haft en rimlig chans att göra en bedömning. Denna procedur kan beroende på säsong och övrig arbetsbelastning tyvärr vara lite tidsödande.
Då våra produkter är sesongsbetonade och kanske inte finns kvar i sorrtimentet när din reklamation inkommer, förbehåller vi oss rätten att i stället för ersättningsvara, göra en återbetalning.
OBS! Reklamationer som skickas in utan att reklamationsbegäran är utförd innan, accepteras ej.