Refund policy
As a customer, you have a 14-day right of withdrawal in accordance with the Swedish Distance and Off-Premises Contracts Act. The withdrawal period starts on the day you receive your item.
To receive a full refund, the item must be returned in unchanged condition. The products must be packed in a way that protects them during transport. We recommend packing your return in the same way as the products were delivered to you.
How to request a return
To withdraw from a purchase or request a return, please use our digital return flow. You can find it by logging in via the link below, or by clicking “View order” in the order confirmation sent to your email. There, you can choose which products you want to return and submit your request.
Once we have received and approved your return request, we will create a return shipping label and send it to you by email. The return shipping fee is SEK 50 and will be deducted from the amount refunded to you. You are responsible for dropping off the return at the nearest parcel service point without undue delay, and no later than 14 days after notifying us that you wish to withdraw from your purchase.
Log in to manage your orders and returns
Cancel your order
If your order has not yet been shipped, you can request to cancel it. To do this, log in and manage your order via the link below.
You can also find your order through the order confirmation sent to your email. Click the “View order” button in the email to go to your order and manage it from there.
Once you have submitted your cancellation request, you will receive a confirmation by email. If the order can still be stopped, we will cancel it and refund the amount using the same payment method that was used for the purchase, where possible.
If the order has already been shipped, it can no longer be cancelled. In that case, please use our digital return flow once you have received the item.
Log in to manage your orders and returns
How to send back your return
Once we have approved your return request, we will create a return shipping label and send it to you by email. Always use the return shipping label you receive from us and drop off the parcel at the specified service point. This way, both you and we can track the return all the way.
If the products have been packed in a way that causes them to be damaged during transport back to us, you as the customer are responsible for the damage.
Refunds
Once we have received your return and checked the items, we will refund the amount using the same payment method that was used for the purchase, where possible.
If you return the full order, we will refund the purchase amount including any standard shipping fee. The return shipping fee of SEK 50 will be deducted from the refund.
If you return part of an order, only the value of the returned products will be refunded. Any shipping fee for the original delivery will not be refunded.
If you have an unpaid invoice for your order, it is important that you postpone the due date yourself. This is easiest to do in the Klarna app. If the order was paid by invoice and the return is approved, the invoice will be adjusted or cancelled after we have processed the return.
EXCHANGES
You have the right to exchange a product within 7 days from the day the product was delivered to you.
When making an exchange, you receive the value of the products you return. Costs you have paid for shipping or other completed services will not be reimbursed in connection with an exchange.
If the value of the products you want to exchange for exceeds your credit, you pay the difference to Johan & Nyström. If the value of the products you exchange for is lower than your credit, we will help you find other products of equivalent value.
For exchanges, Johan & Nyström offers free return shipping.
To exchange an item, contact us at webshop@johanochnystrom.se and include:
- Order number
- Your name and contact details
- Which products you want to exchange
- Which products you want to exchange them for
FAULTY ITEMS / CLAIMS
If you have received a faulty item, please contact us at webshop@johanochnystrom.se as soon as possible. Describe the issue as clearly as possible and feel free to include photos if they help us understand what has happened.
The right to make a claim also covers faults that have occurred during transport. If we cannot solve the problem, we will of course help you further with a claim.
Faults caused by damage that the customer has caused themselves are not considered original faults.
In the event of a dispute, we follow the recommendations of the Swedish National Board for Consumer Disputes. You can find more information at www.arn.se.