RETURNS & COMPLAINTS

RIGHT OF RETURN

As a customer, you always have a statutory right to a 14-day right of return if you choose to cancel your purchase of individual goods or the whole order. You have the right to check that the goods are working but as a consumer, you are also responsible for any reduction in the value of the goods concerned including the original packaging that is due to handling beyond what is required in order to determine the characteristics or functionality of the goods.

To exercise your right of return, you must notify STIGA Sports that you are cancelling your purchase within 14 days from the date on which you received your order. As a customer, you must be able to prove your purchase from STIGA Sports with a receipt or invoice. After having notified STIGA Sports that you wish to exercise your right of return, you must return the items that you are not satisfied with within 14 days. As the customer, it is you who pays for the return shipping when exercising the right to return.

Please note that as a customer you are responsible for packaging the goods sufficiently so that the goods are not damaged during transport, and ensuring that the correct address is on the package. We will refund the amount within 14 days of receipt of your notification of the exercise of the right of return. Unless otherwise agreed, refunds will be made to the same payment method used in the purchase. However, STIGA Sports may wait to pay the refund until we have received the item from you or you can show that the item has been returned.

Please note that the right of return does not apply to products that are sealed for health and hygiene reasons (e.g. underwear) when the seal has been broken by the customer. The right of return does not apply to products that are specially manufactured according to instructions from the customer or to products that have a clear personal characteristic (for example, clothes that have been embossed with the customer's name or initials).

Money back guarantee

In addition to the statutory right of return as above, STIGA Sports offers customers the option of a 60-day money-back guarantee from the date on which you received your order. You have the right to return individual goods or the entire order if you are not satisfied.

As a customer, you must be able to prove your purchase from STIGA Sports with a receipt or invoice. Remember that the item or order including its original packaging, must be sent back to STIGA Sports in what according to STGA Sports is a saleable condition. As a customer, you have the right to ensure that the product or order matches what you have ordered. However, the product or order must be returned unused and unchanged in its original packaging when using the money-back guarantee.

As the customer, you are responsible for the return shipping when relying on the money-back guarantee. Please note that as a customer you have financial responsibility for getting the goods returned to us. STIGA Sports reserves the right to refuse any reliance on the money back guarantee if upon return the item or order does not meet the conditions stated above. If STIGA Sports approves your refund, the amount will be refunded within 10 days after we have received the return.

Exchange of goods

When making an exchange of goods, you will place a new order for the desired size/product. This reduces the risk of the product becoming sold out in the meantime and you will also receive your new product,significantly faster. You send the order to be exchanged in accordance with the information below in “How to make a return”. The amount of the returned order will be refunded once the return has been received and processed.

Complaint

STIGA Sports sells all products with a 3-year right of complaint in accordance with the Consumer Sales Act. To exercise your right of complaint, as a customer you must notify STIGA Sports of the fault within a reasonable time, no later than two months after you have discovered it. The right of complaint only covers original defects, i.e. defects that were present in the product at delivery. Original defects will be noted by STIGA Sports, whereupon the customer will receive free repair or a new product that is the same or equivalent. The right of complaint does not apply when STIGA Sports cannot find any fault with the product or when the customer has caused the damage themselves.

The right of complaint does not apply to handling errors, incorrectly adjusted products or defects that occur upon or after a change in the function and appearance of the product, such as remodelling, upgrading or another configuration of the product.

As a customer, you must be able to prove your purchase from STIGA Sports with a receipt or invoice. If you receive a defective or incorrectly delivered item, please contact our customer service before you send the item/products back via webshop@stigasports.se. After three (3) years you lose your right to make a complaint about a fault in the product.

How to make a return

1. When exercising your right to return, money back guarantee or when you wish to return a product or order in accordance with the above, we kindly ask that you to fill in the return form (can be downloaded here) and place it along with the product in its original packaging in durable packaging.

2. Enter the following address on the package: (Note the new address from 7 June 2022.)

Aditro Logistics AB
STIGA Sports RETUR

Uppfinnarvägen 6
195 61 Arlandastad Sweden

3. Place the correct postage on the parcel and leave it with a courier. Keep the acknowledgement of return until we have registered your return.

If STIGA Sports approves your return, the amount will be refunded within 10 days after we have received the return. Email confirmation will be sent when the refund is made.

Uncollected parcels

We reserve the right to charge the costs of handling unclaimed parcels (return shipping, handling costs, etc.). Therefore, we charge a fee of 30€ if a parcel is not collected. Should your order be lower than 30€/£, there is no refund for unclaimed parcels.

The parcel remains with the parcel agent for 7-14 days (depending on the shipping method) before it is returned to us. Therefore, please note that if you regret a purchase and want to return the item, you must first collect the package and then return it as described above.

Refund

We process your return as soon as it is received at our warehouse. Repayment will be made within the deadlines stated above for right of return and money back guarantee. Unless otherwise agreed, refunds will be made using the same payment method you used for your order and purchase.

Credit card payment – You will be refunded to the same card used to make your purchase. It usually takes 2-3 business days for you to receive your money back to your account.

Invoice payment - You will be credited for the item/items you are returning. A new invoice will be sent to you by email. If you have any questions about your invoice, contact Klarna +46 8 120 120 10.

Swish – You will be refunded to the bank account linked to your Swish account and the amount deducted for your order and purchase. This refund can be made either directly via Swish or to your bank account.