Refund policy
You can return your purchases back to us without any reason within 14 days from the day that you received your item, this is in accordance with Swedish and EU law. In order for your returned item to be accepted it must be in its original package unbroken, undamaged, unused with tags,. Before the end of the 14 day period, you have to send us a message on info@dweky.se so that we can reply you on how to begin the process. Alternatively you can initiate the process your self using the link INITIATE YOUR RETURN PROCESS.
All our items are generally well packaged and in good working condition before we send it from our suppliers warehouse.
When you receive your product if the packaging appears damaged during transportation you must immediately notify the courier or delivery agent and then it is up to you to leave it behind with the agent or take it with you, in either case you still have to initiate the return process or contact us. Taking the package home with you will not affect the outcome of the refund process. Once we get your message, we will send you instructions on how to proceed with the return. We will not be liable to pay for any compensation for the time lost as a result of damaged, non functioning or wrong product received. For damaged product, wrong product received we will be responsible for the transportation cost back to us as well as transportation cost to you .
For missing parts, non functioning product we encourage you to inform us within 2 days after receiving your item to INITIATING your return process. All orders come with 2 years guarantee, Products that become faulty during this period can be returned to us. In order for it to be accepted, we will require you to send us the item with the original packaging and original receipt and properly packaged to avoid damages during transportation. The customer (you) and their shipping agents will be responsible for any damage during transportation of products back to us.
To start a return, you begin by logging into your account and continue the return process by using this link: https://shopify.com/62305075420/account.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return related question at: info@dweky.se
Damages and issues
Please inspect your order upon reception and contact us immediately you received it if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
To return on sale items you must return all items included in the sale or promotion deal in order to get a refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at: info@dweky.se.
Guarantee
Guarantee Terms and Conditions
1. After-sales service protocol for customers
General: By using this website and/or registering as a user, you agree to be bound by these Terms and Conditions.
Dweky offers an order fullfilment model that also provides its customers quality after sales support and guarantees regarding their purchases.
Our parent supplier offer RMA management tools for the material causing quality incident claims. And also It offers a TSS in Europe for the analysis of possible items with manufacturing defects.
Warranty: All the products offered in the Dweky catalogue have a 2 year warranty according to European law.
Complaints:
- Please note that for all cases, we encourage you to always first contact us by email, by phone or by using the contact section in our webpage.
2. How should you proceed when receiving a shipment?
All our items leave the warehouse with the packaging in perfect condition.
The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is important to leave a note and signature on the courier's delivery note, either on paper or digital support (PDA), "PACKAGE VISIBLY DAMAGED" if these signs are present.
3. What can I do in case of an incident? (Broken during transportation, Wrong product, Some products missing, Pieces missing )
Broken during transportation:
At Dweky, you we require 2 calendar days from receipt of the merchandise to open an incident with our suppliers that is why we encourage you to inform us of any damage during transportation within these 2 days. We will send you instructions on how to report transportation damages after you received your item. You can also do this yourself from your Dweky account through the link in the refund policy above or use the Contact Us link.
• Order not Received , for inquiries about shipments that have not yet been received or for shipments in which you have not received all the packages sent (partial receipt).
• Order Received , to report incidents after receiving all the packages of your order. You must provide all the required documents as requested. Sending incorrect or inaccurate documents, or not sending them, will invalidate the possibility of any claim and will result in the cancellation of the incident.
As a customer, you must make the preliminary inquiries about your product condition and with your courier and provide all the required information in order to correctly complete the incident. All the information requested in the packing list that is attached in all our shipments, This includes your order, the references requested, the stamps or numbers of the operators who prepared your order will be checked
You will need to provide a clear explanation with as much detail as possible in the Comments field. You must also add the requested images of the object of the claim in the attachments on request.
4. How to replace a defective product to the customer?
In the event that it needs to be replaced, it is often better to refund the customer the money (minus possible deductions) to avoid other charges and time wasted. If the customer really needs replacement of the product the procedure is very simple: the customer must enter www.dweky.se make a completely new order and pay for it.
5. In which cases will Dweky not refund 100% of the product's value?
- If the product has clear signs of misuse, unjustified damage or arrives in bad condition;
- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product's value will be discounted; and
- If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded.
Very important: No refund will be made for products returned to Dweky whose incident description is not real. They will be stored in our warehouse and you will receive a notice to confirm if you want the products to be returned to you after paying the shipping cost. If we do not receive any confirmation or payment within stated time frame the products will be destroyed in a recycling centre and Dweky will not accept any claim for the products under any circumstances.
6. When is the money refunded?
Once the merchandise is received in our warehouses, and after checking the status of the same, we will proceed to the refund of its amount in the Dweky order vault. Keep in mind that the refund process could take several weeks to evaluate the merchandise received.
7. What happens if the customer do not collect an order?
When an order is not picked up by the recipient, it is returned to our supplier's warehouse. Once it is received in the warehouse, it is managed automatically by the TSS team and is then passed onto the administration department to process the payment.
The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.
Keep in mind that the management process can last several weeks.
8. How long is the guarantee period?
Offering the highest quality and the best guarantee is our commitment to our customers. All items are guaranteed for a period of two years from the date of delivery, except for refurbished products, which have a 12 month guarantee.
9. What is not included in the guarantee?
- Defects caused by negligence, hits, misuse, tampering, wrong voltage or installation, or wear and tear, are not included.
- In the case of computer products, the guarantee does not cover virus removal, software recovery for this reason or hard disk reinstallation after formating.
10. The guarantee will be void:
- If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
- - If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.
11. Purchase protection up to SEK 10,000. per purchase
We are offering our customers an opportunity to reclaim their purchase amount if they have any grievances with any purchase from us through the NORDISK E-HANDELSCERTIFIERING by clicking the link to their symbol on the bottom of our website or by following this link for all such enquires. Every customer that purchases our products can be covered by this insurance policy of up to 10000 kr per purchase per customer.
Last updated:2024-11-21 09:17