Returns, withdrawal and faulty goods

1. Personalised goods

Portraits and other goods made using your own photo, name or other personal content are normally excluded from the statutory right of withdrawal under Chapter 2, Section 11(3) of the Swedish Distance Contracts Act. The exception covers goods made to your specifications or otherwise clearly personalised. Manufacture after ordering or print-on-demand production alone is not sufficient.

The exception must be disclosed before purchase. It never removes your rights concerning faulty goods or delayed delivery. Contact us promptly to change or cancel a personalised order. Your statutory right to cancel goods before delivery under the Swedish Consumer Sales Act remains; we may be entitled to reasonable compensation for costs and loss in accordance with that Act.

2. Purchases covered by a right of withdrawal

For goods without a statutory exception, you normally have 14 days to withdraw starting on the day after you, or a person you designate other than the carrier, receive the goods. If goods in one order arrive separately, the period starts after the last item arrives. For gift cards and separate services, it normally starts on the day after the contract is concluded. A gift card is not automatically exempt because it is delivered digitally.

Tell us clearly before the period expires. Use Withdraw from the contract here, email Husdjurskonst customer support or send another clear statement. No special form or reason is required. You may copy the model statement below. Incomplete withdrawal information can extend the withdrawal period under the law.

Return goods without undue delay and within 14 days of notifying us. We provide the return address. You pay direct return postage only if informed before purchase; otherwise we pay it. We charge no administrative return fee. You may examine goods as you would in a shop. A deduction for diminished value is permitted only under the law where handling exceeds what is necessary to establish the goods' nature, characteristics and functioning and the required information was provided.

For a valid withdrawal, we refund payment including our least expensive standard delivery within 14 days of your notice. Extra costs for a more expensive delivery method need not be refunded. For goods, we may withhold the refund until we receive them or evidence that you sent them, whichever comes first. We use the same payment method without a fee unless you expressly agree otherwise.

3. Separate services and digital content

A separate service, such as a purchased artwork proof, normally has a 14-day withdrawal period from conclusion of the contract. If you expressly request performance during that period and receive the required information, withdrawal may require proportionate payment for work performed. The right ends only after full performance and fulfilment of the statutory requirements for express consent and acknowledgement. For digital content, requirements include express consent, acknowledgement of losing the right of withdrawal and contract confirmation. Reading these policies does not provide those consents.

4. Faulty goods

Consumers in Sweden may complain about original defects for up to three years after receiving the goods. Notify us within a reasonable time after discovering a defect; notice within two months is always timely. A defect appearing in the first two years is normally presumed to have existed at delivery unless we show otherwise or that presumption is incompatible with the nature of the goods or defect.

This also applies to personalised products and transport damage. Email us describing the fault, with an order number and photographs if available. Your claim is against Husdjurskonst, not the printer or carrier. No special 30-day deadline limits these statutory rights.

You may initially request repair or replacement under the Swedish Consumer Sales Act. The remedy must be free of charge, within a reasonable time and without significant inconvenience. You may be entitled to a price reduction, termination, damages and withholding payment where the statutory conditions apply. We pay necessary return postage for a defect for which we are responsible. A refund following termination is governed by law and is not at our sole discretion.

5. Photos, text and colours

Check your photos, names and choices before ordering. We are not responsible for a spelling error you supply that we reproduce correctly, but remain responsible for conformity with the contract and applicable requirements. Screens and print can reproduce colours slightly differently. This does not automatically make every colour difference or quality issue acceptable.

6. Uncollected parcels and incorrect addresses

Contact us so we can investigate and try to resolve delivery. Not collecting a parcel is not itself a withdrawal notice. Any cost recovery must have a contractual and legal basis, be reasonable and preserve your rights concerning defects or delays for which we are responsible. We do not automatically require you to buy the entire product again.

7. Optional model withdrawal statement

To Husdjurskonst, Husdjurskonst customer support: I hereby withdraw from my contract for the following goods/service: … Ordered on/received on: … Order number or other identification: … Name: … Address: … Date: … Signature only for a statement sent on paper.

Also see the Shipping policy and Terms of sale, including dispute resolution.