Refund and Returns Policy

Return and Complaint Policy – Sensitiva AB

At Sensitiva AB, we strive to ensure a safe shopping experience. This policy outlines the terms for returns and complaints when purchasing our products. We comply with applicable laws, including the Distance Selling Act (2005:59) and the Consumer Purchase Act (1990:932).

1. Right of Withdrawal (Distance Selling Act)

As a consumer, you have the right to withdraw from your purchase within fourteen (14) days from receiving the item, in accordance with the Distance Selling Act.

For a return to be accepted, the following conditions must be met:

  • The product must be unused and unopened, in its original sealed packaging.
  • The seal must not be broken, as cosmetic products are classified as hygiene items.
  • The product must not have been handled in a way that affects its condition or hygiene.
  • The customer is responsible for return shipping costs and any damages during transit back to us. We recommend using a trackable shipping method.
  • Upon an approved return, the purchase amount will be refunded, excluding shipping costs, within 14 days of receiving the item.
  • If the item is returned in a deteriorated condition, we reserve the right to deny the refund or reduce the refund amount.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following products:

  • Products where the seal or packaging has been broken for hygiene reasons.
  • Products that are custom-made or tailored to the customer’s request.
  • Items with a short shelf life or those that may deteriorate quickly.
  • Products returned without prior approval from us.

How to Make a Return

To withdraw from a purchase, send a request to support@sensitiva.se with the following information:

  • Order number and purchase date.
  • Product name and quantity.
  • Reason for the return (optional).
  • Images proving the product is in its original condition.

We will review your request and provide further instructions. Returns sent without approval will not be processed.

2. Complaint Rights (Consumer Purchase Act)

You have the right to file a complaint about a product within three (3) years from the date of purchase, provided that the defect is original and not caused by wear and tear or improper storage.

The complaint must be made without unnecessary delay, no later than two (2) months from discovering the defect.

Non-Eligible Complaints

The complaint right does not apply if:

  • The product has been opened and used, making the defect difficult to assess (e.g., changes in consistency or scent that may be due to storage conditions).
  • The product’s “Period After Opening” (PAO) time has expired.
  • The customer cannot provide evidence of the defect through images/videos and a detailed description proving that the defect was not caused by improper handling.
  • The product has been contaminated after opening.
  • The product is a consumable, and certain changes in size, color, shape, or scent are natural due to normal use or incorrect storage.

How to File a Complaint

To file a complaint, you must email support@sensitiva.se with the following:

  • Order number and purchase date (complaints without proof of purchase will not be processed).
  • A detailed description of the defect and why it is considered an original fault.
  • High-resolution images and/or videos clearly showing the defect.
  • Information on how the product has been stored since purchase (temperature, location, etc.).
  • Information on when the product was opened (if applicable).

Our Assessment and Actions

Once we have received your complaint, we will conduct an internal investigation. Please note that this process may take up to 30 days.

If the complaint is approved, we may, depending on the situation, offer:

  • A replacement product (as the primary solution).
  • A price reduction if the defect is minor but affects usability.
  • A refund only in cases where the defect makes the product unusable.

If the complaint is rejected, we will notify you in writing with an explanation. We reserve the right to deny complaints where the defect cannot be clearly confirmed or if the product has been misused.

3. Dispute Resolution

If you are dissatisfied with our decision, you may:

  • Contact the National Board for Consumer Disputes (ARN).
  • Pursue legal action in accordance with Swedish law.

Please note that we only comply with ARN’s decisions if they align with legislation and our internal policies.

This policy is effective from 2025-03-04 and may be updated without prior notice.