RETURNS & REFUNDS POLICY

Consumer Rights Notification

EU Distance Sales Withdrawal Rights: In accordance with EU Consumer Rights Directive 2011/83/EU, EU customers have the right to withdraw from distance contracts within 14 days of product receipt without providing justification. This withdrawal right is subject to the procedural requirements and cost allocations detailed below.

Important: Failure to comply with our documented procedures may result in processing delays or inability to complete your return request within the statutory timeframe.

Return Procedure Requirements

Initial Notification Phase

To initiate a return under EU withdrawal rights, customers must:

1. Submit Return Authorization Request via email to hello@groundingofsweden.com within 14 days of product receipt
2. Provide Required Documentation:
   • Order confirmation number
   • Photographic evidence of product condition
   • Detailed reason for return
   • Proof of original packaging retention

Authorization Review Process

Upon receipt of complete documentation, our Returns Processing Department will:

• Review submission for completeness (3-5 business days)
• Verify eligibility against our supplier compliance standards
• Provide specific return shipping instructions including warehouse number

Critical: All returns must include warehouse number RHUS071 on the package. Returns without this warehouse number cannot be processed and will be returned to sender at customer expense.

Supplier Compliance Standards

Due to our supplier partnership agreements, returns are subject to the following verification criteria:

Eligible for Processing:

• Product defects or quality issues (with photographic evidence)
• Lost shipments (verified through tracking)
• Extended delivery delays (over 30 days from stated timeframe)

Not Eligible for Processing:

• Customer address errors or incomplete delivery information
• Customer unavailability during delivery attempts
• Size dissatisfaction where measurements were provided
• Customer failure to report issues within 10 days of receipt
• Normal wear or customer damage to products

Return Shipping Requirements

Customer Responsibilities:

• All return shipping costs borne by customer unless product defect verified
• Must use trackable shipping method with insurance coverage
• Submit tracking information to hello@groundingofsweden.com within 24 hours of dispatch
• Returns must be received within 14 days of RAN issuance

Return Addresses:

• For USA orders: Return Helper Warehouse (RHUS071) 18 Distribution Blvd Edison, NJ 08817 USA
• For Europe orders: Return Helper Warehouse (RHUS071) Am Herrenhäuser Bahnhof, 26 Hannover, Lower Saxony 30419 Germany
• Important: Write warehouse number RHUS071 clearly on the package.
• Email: hello@groundingofsweden.com

International Returns: Returns to addresses outside EU may incur additional customs and handling fees. Customer responsible for all associated costs.

Product Condition Standards

Returned items must meet strict inspection criteria:

• Unworn/unused condition with all original tags attached
• Original packaging with all inserts and documentation
• No odors, stains, or signs of use
• Protective packaging for return shipment

Inspection Process: All returns undergo comprehensive quality inspection. Items failing to meet standards will be returned to customer at their expense with detailed condition report.

Processing Timelines

Return Authorization: 3-5 business days from complete documentation receipt

Inspection Processing: 5-7 business days from item receipt

Refund Processing: Up to 14 days from inspection completion

Bank Processing: Additional 3-10 business days (varies by institution)

Refund Terms

Eligible Refunds:

• Product purchase price (excluding original shipping charges)
• Original shipping charges only if product defect verified by inspection

Processing Fees:

• Administrative processing fee: €4.99 per returned item
• Restocking fee: 15% of item value for non-defective returns
• International processing surcharge: €9.99 for non-EU returns

Payment Methods: Refunds issued via original payment method only. Alternative payment methods require additional verification (5-10 business days).

Extended Satisfaction Program

90-Day Goodwill Guarantee: As a customer service enhancement, we may extend return consideration beyond statutory requirements at our sole discretion. This goodwill program requires:

• Reasonable documentation of product dissatisfaction
• Verification of proper product usage and care
• Administrative review and approval process
• Customer responsibility for all shipping and processing costs

Important: This goodwill program supplements but does not replace your statutory consumer rights and may be modified or discontinued without notice.

Warranty Information

EU Legal Guarantee: All products include mandatory 2-year legal guarantee for defects and non-conformity issues as required by EU law.

Commercial Warranty: Additional commercial warranty terms available upon request and subject to separate terms and conditions.

Exceptions and Limitations

Non-Returnable Items:

• Personal care and hygiene products
• Custom or personalized items
• Perishable goods
• Items damaged by customer misuse
• Products with missing authentication tags

Seasonal Limitations: Return processing may experience delays during peak periods (December-January, June-August). Standard timelines may be extended by up to 10 business days.

Customer Service

For return inquiries, contact our specialized Returns Processing Department:

• Email: hello@groundingofsweden.com
• Processing Hours: Monday-Friday, 9:00-17:00 CET
• Response Time: 48-72 hours for standard inquiries

Escalation: Complex return issues may be transferred to our Supplier Compliance Team for specialized review (additional 5-7 business days).

Policy Acceptance

By completing your purchase, you acknowledge full understanding and acceptance of these return terms and procedures. These terms work in conjunction with your statutory consumer rights and our general terms of service.

Effective Date: This policy version effective from November 13, 2025 

Review Schedule: Policy terms subject to periodic review and modification to ensure ongoing supplier compliance and regulatory adherence.

---

This policy is designed to facilitate your consumer rights while ensuring compliance with our operational and supplier partnership requirements. For questions about your specific rights under EU consumer protection law, we encourage consultation with relevant consumer protection resources.