Refund policy

Right of withdrawal

When purchasing goods on the website, you as a customer have a statutory 14-day right of withdrawal, which applies from the time you receive a product that you have ordered.

When exercising your right of withdrawal:

  • You must notify us that you wish to withdraw. The message should be sent to hello@naughtypanda.se. Your message should clearly state your name, address, email address, order number, and which items the return applies to. You can also use our contact form: https://naughtypanda.se/pages/contact
  • You should return the products to us immediately and no later than 14 days after the withdrawal notice. Please note that returns will need to be sent to the following address: Thildir AB, Nygårdsvägen 2K, 21853 Klagshamn, Sweden.
  • You are responsible for the return shipping, delivery, and condition of the products upon return, so the products should be sent well-packaged and in their original packaging. A return shipping label can be purchased through our returns portal once we have confirmed the receipt of your request of withdrawal. https://return.shipmondo.com/naughtypandase
  • We will wait with the refund until we have received the item back from you or until you have provided proof of return, whichever occurs first.
  • We reserve the right to deduct an amount corresponding to the depreciation in value compared to the product’s original value in case of a used or damaged product.
  • If you exercise your right of withdrawal for all items in an order, we will refund all payments received from you, including delivery costs. However, we will only refund the cost of our standard delivery options, not any additional costs incurred from choosing a different delivery method. Our standard delivery options are the least expensive choices available at checkout.
  • If you exercise your right of withdrawal for only some items in an order, we will not refund delivery, handling, or payment costs unless you have paid an additional mandatory fee specifically for the item(s) being returned.
  • You may, but are not required to, use the specific withdrawal form created by the Swedish Consumer Agency. You can find it here (in Swedish).

The right of withdrawal does not apply to:

  • Products that have been sealed (packaged) for health or hygiene reasons and the seal (packaging) has been broken by you.
  • Products that are of the nature of sealed audio or video recordings and the seal has been broken by you.
  • Custom-made products that have been tailored specifically for you or have a clear personal touch according to your wishes.
  • Services that have been fully completed and you have explicitly agreed to the service starting without a right of withdrawal.
  • Goods that can deteriorate quickly, such as food.
  • Single issues of newspapers or magazines.

For more about the statutory right of withdrawal, see here.

Unclaimed shipments

Most shipments that cannot be delivered directly to the mailbox end up at a pick-up point for collection. The shipment remains there for 7 days before being returned to us.

For unclaimed shipments returned to us, we charge a return shipping and handling fee. The amount is deducted from the refund amount, and in cases where the order amount is less than the fee, no refund is made.

The fee differs depending on the delivery country, please see below for reference:

  • Sweden SEK 249,00
  • Rest of EU SEK 399,00

Discounts and offers

Discounts and offers cannot be combined with other offers unless explicitly stated on our website.

If you return products, it may result in no longer meeting the specific conditions required for the discount or offer. This might mean you need to return any associated gifts or that you no longer qualify for a certain discount. If you no longer meet the criteria for a gift due to a return and choose not to return the gift, we will deduct its value from your refund amount.

Complaints and feedback

We inspect all products before they are sent to you. Should the product still be damaged or wrongly dispatched upon arrival, we undertake, in accordance with applicable consumer protection legislation, to rectify the error free of charge. You must always contact us for approval before returning a defective item. The complaint should be sent immediately after the defect has been discovered.

How to proceed with a complaint:

  • Any faults and defects should always be reported to hello@naughtypanda.se, stating your name, address, email address, order number, and a description of the fault. You can also use our contact form: https://naughtypanda.se/pages/contact
  • If we are unable to rectify the fault or deliver a similar product, we will refund you for the defective product in accordance with applicable consumer protection legislation. We cover the return shipping for approved complaints.
  • We reserve the right to refuse a complaint if it turns out that the product is not defective in accordance with applicable consumer protection legislation. For complaints, we follow the guidelines from the National Board for Consumer Disputes, see arn.se.

Gift cards

Gift cards are valid for 3 years unless otherwise stated. If the full amount of the gift card is not used in a single transaction, the remaining value will remain on the card for future purchases as long as it is within the validity period. If the value on the gift card is less than the total order amount, an additional payment method will be required to cover the difference.

Gift cards come with a 14-day right of withdrawal. If the gift card has been partially used before exercising your right of withdrawal, you are only entitled to a partial refund. If the gift card was purchased at a discount, you are only entitled to a refund of the actual amount paid, which will be further reduced if the gift card has already been partially used.

Once the right of withdrawal has passed, the gift cards cannot be exchanged for cash.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@naughtypanda.se.