Purchase and return policy

Här finns allt du behöver veta om köpvillkor och returrätt. Villkor är indelade i rubriker så att du enkelt kan hitta det du söker.

Sales outside the EU

Pellvac ships from Sweden. The customer must pay customs duties and taxes for sales outside the EU.

Prices and payment

Each item is listed with a price including VAT. The payment gateway shows the total price, including all fees, VAT, shipping and payment. Payment terms are stated before checkout and as a link at the bottom of the footer. VAT and shipping depend on the country to which the item is sent.

o simplify for our customers, we have implemented a technology called geographical location. This means that VAT and shipping are based on which country you are assumed to come from. If you use VPN (Virtual Private Network), incorrect VAT and shipping may appear in the store as a consequence. Therefore, the final VAT and shipping cost is always determined by the final destination you choose at checkout.

We use Stripe for payment and accept VISA / MASTERCARD / AMERICAN EXPRESS, as well as PAYPAL. In Sweden, we also accept SWISH.

All prices are shown in SEK or Euro. All prices include VAT. VAT and shipping are based on the final destination.

We reserve the right to change prices due to price changes from suppliers, printing errors in the price list and errors in prices due to incorrect information and reserve the right to adjust the price.

Ordering

Orders placed before 10′ am will normally be shipped the same day. Otherwise, it will be shipped on the next working day.

After you have completed the purchase, an order confirmation will be sent to your email. The order confirmation contains information about the item’s price and delivery address. If there is any error in the order confirmation, you must contact us immediately via email or telephone.

Email: info@pellvac.com

Phone: +46 0708 75 43 14

Retur och Ångerrätt

You have the right to cancel your purchase within 14 days. For your convenience, you can click this link to start the process.

The following applies regarding returns and regrets on goods that can be purchased on Pellvac’s webshop.

Cancellation
- If you have regretted your purchase, you must notify Pellvac by email or telephone within 14 calendar days of receiving the product or a significant part of it. The product must be in perfect condition.
- In case of cancellation, please let us know by email or phone at +46 708-754314.
- In case of regret, we need to know your name, address and order number. It must be clear that you regret the purchase and what goods it concerns.
- You should send the item back to us as soon as you have regretted it.
- In case of cancellation, the customer is responsible for return shipping.

You have no right of withdrawal if:
- This applies to a custom-made item that is tailored to you or has a personal touch.
- The product has been used.
- The product has been damaged by you.
- Regret does not include the items that are “Request a quote” from the time the quote has been approved by you. (These items can also not be purchased via the webshop).

Return
- Unless otherwise stated, the customer is responsible for return shipping. The product must be sent in original packaging and well-protected.
- If an approved complaint occurs, Pellvac is responsible for return shipping. Please note that you must always contact Pellvac first by email or telephone before proceeding with return shipping. Do not send anything without us confirming the complaint.
- The customer is responsible for returning shipments to us in case of regret.

Shipping

We use DHL for deliveries. The normal delivery time is 3-5 working days. Should a delay occur, you must contact us via email or telephone.

When delivered to you, Pellvac or DHL is responsible for the shipment. You are obliged to examine the product when you receive it.

Pellvac delivers to Sweden, Germany (as of 29/11/2021), Denmark, Norway, the Netherlands, Belgium, Luxembourg, France, Poland and Switzerland.

Orders placed during weekends or public holidays are sent no earlier than the next working day.

The price for delivery is always shown, including VAT.

Unclaimed Packages

If you do not collect the package, the right of withdrawal does not apply. Shipments that are not collected will be refunded only after we have received a clear cost estimate for the return shipment, including the additional costs associated with administrative work. Be advised that it can take up to 30 days before we can administer the refund.

We will refund the product but deduct the following:

Shipping fee
Return shipping fee
Administrative fee: €17, excluding VAT.

Warranty and Service

Pellvac provides a 2-year warranty.

Purchases made from 1 May 2022 are covered by the new updates in the Consumer Purchase Act.

We inspect all products before they are sent to you. However, should the product still be damaged or incorrectly shipped when it arrives, we undertake, in accordance with current consumer protection legislation, to rectify the defect free of charge.

Any damage or defects must always be reported to us at Pellvac immediately or within a reasonable time from the time the defect is discovered. You can contact us by email or phone. In the event of a complaint, we may ask for visual confirmation of the error via image or video.

In the event of a complaint after the warranty period, it is the customer’s responsibility to demonstrate that the defect is of an original nature.

If we are unable to rectify the error or deliver a similar product, we will reimburse you for the defective product in accordance with applicable consumer protection legislation. We are responsible for return shipping for approved complaints.

Warranty does not apply if:

The product has been used incorrectly, which may cause damage to the product.
The product has been damaged by, for example, adjoining external objects.
The product is used with the equipment it is not adapted for. e.g.: a too-strong vacuum cleaner.
If the fault is caused by a defective or incorrectly designed vacuum cleaner or the wrong vacuum cleaner bag is used. Example: If the rubber gasket of the vacuum cleaner bag does not seal tightly around the nozzle, ash may round the vacuum cleaner bag.

We reserve the right to refuse a complaint if it turns out that the product is not defective in accordance with current consumer protection legislation. In the case of complaints, we follow guidelines from the EU’s common dispute resolution page, see https://ec.europa.eu/odr.

Refund policy

We will, if you have exercised your right of withdrawal, repay what you have paid for the product as soon as possible or at the latest within 30 days from the day we received the product. You must pay the return costs yourself when you return the item. We always pay the return cost for sending back so-called replacement goods. Refunds are always made to the same payment method that was used for purchases according to law.

See also the Consumer Agency and the Distance Contracts Act, as well as the EU’s common dispute resolution page http://ec.europa.eu/odr .

Limitation of liability

We take no responsibility for indirect damages that may occur due to the product.
We do not accept responsibility for delays/errors due to circumstances beyond the company’s control (Force Majeure). These circumstances can be, for example, labour dispute, fire, war, government decision, reduced or no delivery from supplier.
Furthermore, no responsibility is taken for any changes to products/product properties that have been changed by the respective supplier and other factors beyond our control.

Product information

We reserve the responsibility for typography errors on this website. We do not guarantee that the images reflect the exact appearance of the products as a certain colour difference may occur depending on the screen, photo quality and resolution. We always try our best to expose the products as accurately as possible.

Private Policy

When you place your order with Pellvac, you provide your personal information. In conjunction with your order, you agree that we collect and use your information in our company to fulfil the agreement with you. According to the Personal Data Act, you have the right to receive the information we have registered about you. If it is incorrect, incomplete or irrelevant, you can request that the information be corrected or deleted. In that case, contact us by email.

Cookies

This online store uses cookies. A cookie is a small text file that is stored on your computer and which contains information to help the online store identify and follow users. Cookies are available as session cookies and as cookies that are stored on your computer. During your first visit to the online store, your browser will be assigned a session cookie that is unique and used to not confuse you as a user with other users. In order to use the online store, you should allow cookies in your browser. This type of cookie is used to give you as a visitor a better experience and support and does not store any personal information about you. Cookies can be deleted. In this online store, cookies are used, for example, to keep track of your shopping cart, your settings and which pages you have visited in order to give you a better customer experience and support.

Changes to the general terms and conditions

We reserve the right to make changes to the terms at any time. Changes to the terms will be published online on the website. The changed terms are considered accepted in connection with orders or visits to the website.

Dispute and choice of law

If a dispute cannot be resolved in agreement with the company and the customer, you as a customer can turn to the General Complaints Board, see arn.se. Alternatively, for European customers https://ec.europa.eu/odr .
Vid eventuell tvist följer vi beslut från ARN eller motsvarande tvistlösningsorgan.
In the event of a dispute, we follow decisions from ARN or the corresponding dispute resolution body.

Contact information

You can contact Pellvac by phone on weekdays between 10 am and 5 pm.

Phone: +46 (0) 708 75 43 14