Refund Policy
Terms of Purchase
Updated 2024-06-30.
Terms & Information
For clarity, in the following text, we will refer to the customer as “you,” Deternel as “we,” and deternel.se as “the website.”
These terms and conditions are provided for your security as a customer, and before making a purchase, we ask you to read them carefully. Purchases made on the website are linked to these terms and conditions.
Deternel is not responsible for external circumstances. We refer to the Swedish law “Distance Agreements and Agreements Outside Business Premises” (2005:59).
Prices
All prices on the website are shown in EURO.
Any import duties and taxes may be added when the shipment reaches your delivery address. Deternel has no control over these fees and cannot predict the amount.
Please contact your local customs office for further information.
We do not have a minimum order value or requirement for the number of products when ordering. This means you can freely choose from our range. We reserve the right to change and correct prices, adjust stock, and correct obvious typographical errors on the website. We hope and believe that this is something you, as a consumer, understand.
Payment
Available payment methods are shown at checkout.
Are you under 18? Then an adult’s approval is required before the order can be completed.
For special orders or direct invoicing from Deternel, where payment is not received by the due date, late payment interest with a reference rate +9.00% and a reminder fee is charged.
Delivery and Shipping
Shipping Charges
We use Schenker as our shipping partner. For purchases over EURO 500, we offer free shipping.
The standard cost of shipping for orders below EURO 500 is EURO 29.
For notifications related to your order, we use the mobile number and email address specified at the time of purchase. Deternel cannot be held responsible if incorrect information is provided. Please review your contact information carefully to ensure notifications are received correctly.
Deternel is not responsible for any delays in your delivery.
Delivery Time
Orders received before 17.00 on weekdays are typically shipped the same day. Delivery time is 1-3 working days, subject to possible delays during promotions and holidays.
We reserve the right to sell out of products. In case of final sale, we will contact you at the specified email or phone number to find a solution that works best for you. Limited Edition products are subject to a “first come, first serve” principle, as they will not be restocked. If a Limited Edition item sells out, it will be removed from your order, and a refund will be issued.
Exchanges and Returns
Return Policy
When purchasing on our website, a 30-day right of withdrawal always applies in accordance with consumer protection legislation. This means you have the right to cancel your purchase by notifying Deternel within 30 days of receiving the ordered item. However, the right of withdrawal does not apply to personalized products with a unique design.
To exercise your right of withdrawal, the product must be returned to us within 30 days of receipt. Please contact us first at hello@deternel.se to arrange your return.
You are responsible for the return shipping cost of EURO 65 when applying the right of withdrawal.
Once we receive and approve your return, we will refund you for the returned products. Shipping costs are non-refundable.
Returned perfume must be in unaltered, unused condition, with both the label and cork intact. You may test the perfume (1-3 sprays), but no more than that. The return must be well packaged in the same way as it was delivered.
In the case of damaged returns (e.g., missing labels, dirt, hair, or removed protective plastic), Deternel reserves the right to charge a reduction in value according to the item’s condition, up to 100% of the item’s value if it is no longer saleable. Refunds will be issued minus the value deduction as per the law.
Refunds are processed to the same payment method used for the purchase. The refund covers only the cost of the returned product; shipping costs remain non-refundable.
Exchanges
We do not handle direct exchanges. If you wish to exchange an item, make a return as per the right of withdrawal, then place a new order on the website. Once we approve your return, we will refund you for the item(s).
For any questions or concerns, please contact us at hello@deternel.se. We are happy to assist and can provide free shipping on your new order.
Complaints
You have the right to complain about a product within three years of purchase. The defect should be reported as soon as possible upon discovery. Reporting within two months is considered timely. Please contact our customer service with proof of purchase. For approved complaints, Deternel covers all costs, including shipping.
Deternel reserves the right to refuse a complaint if the product does not meet the requirements for faults under consumer protection legislation. Complaints follow the guidelines of the General Complaints Board (ARN). More information is available at www.konsumentverket.se.
If a dispute arises and cannot be resolved, you may submit a complaint to the EU’s online dispute resolution service (ODR) at http://ec.europa.eu/odr.
Unclaimed Packages
We charge EURO 199 for unclaimed packages returned to us to cover shipping, packing, and administration costs.
It is the consumer’s responsibility to pay taxes and customs duties. Orders cannot be canceled or “returned to sender” without covering these charges.
Failure to pay these fees may result in the destruction or return of your order, without a refund. By placing an order with Deternel, you accept these terms.
Purchase via Reseller
If you purchased your Deternel product through a retailer, please contact the retailer/store directly for questions regarding exchanges or complaints.
Used Products
If you bought your Deternel product from a private person, we cannot assist with exchanges or complaints.
Other Information
Deternel is not responsible for any accidents related to the use of our products.
Please note that product images on the website may contain additional equipment. The product description always reflects the item offered. Additionally, the product color shown online may differ slightly from the actual color.
Promotions
Promotional offers and discount codes cannot be applied retroactively. Promotions apply only to new orders placed during the promotional period.
Force Majeure
Deternel is not liable for defects or delays caused by external circumstances beyond our control, including but not limited to war, strikes, accidents, natural disasters, labor disputes, changes in government regulations, supplier issues, or other unforeseen events affecting existing contracts and agreements.