Returns and Complaints Policy

Returns and Complaints

As a customer, you always have a 14-day right of withdrawal according to LODA – the Act on distance contracts and contracts outside business premises. The cancellation period starts from the day you received the item.

Conditions :

Item condition:

The item needs to be returned in an unaltered condition for you as a customer to receive full credit. If an item has been handled to a greater extent than was necessary to determine its properties or function, SmileSpot has the right to make a depreciation deduction of up to 100% of the item’s price. Due to hygienic reasons, products with breached product packaging will not be accepted as returns. Should a product be returned in a condition where we cannot resell it, we offer to send the item back. We will charge both for the shipping to us and the return shipping back, which is SEK 100 in total. The return will be sent to the nearest PostNord-office.

Replacement of product:

We are unable to exchange products via a return. If you have bought a product that you wish to exchange for another, you return it as usual and then order the product you want instead in a new order on the website.

Defect product:

If the product you have received does not work as it should or if you suspect that it is defective, you need to contact our customer service before sending the product back to us. See more information under the heading “Complaint”. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

Virtual appointment with dentist To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

If you have an unpaid invoice for the order you are returning from, it is important that you move the due date forward on your own, you can do that at klarna.se To make sure you are eligible for a return/refund you need to contact our support at info@smilespot.com. Please refer to the order number and specify which product you wish to return and the reason behind it. If you are eligible for a return/refund, we will send you a waybill that you can use to send us the product(s). When we have received the returned product(s), we will refund the entire purchase price as soon as possible, but within 30 days at the latest. If you have paid by invoice or direct payment, the money is transferred to your bank account. If you have paid by card, the amount will be credited directly to the card.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@smilespot.com.

Complaints

As a customer, you always have the right to complain about a purchase according to the Consumer Purchase Act up to 3 years after purchase. Complaints must be made within a reasonable time from when the fault is discovered.

If you have received a defective or wrongly dispatched item, please contact our customer service immediately. Describe the error in as much detail as possible and include your receipt or order number.

Please note that all goods advertised must be available for possible return collection. If we cannot solve the problem, you can of course complain about the product to get a new one. Complaints must be made in accordance with the instructions you receive from us.

In the event of a dispute, we follow the recommendations of the General Complaints Board.

Web address: https://www.arn.se/
Postal address: ARN, Box 174, 101 23 Stockholm
You can also proceed with your complaint on the EU’s common dispute resolution page, which you can find here: http://ec.europa.eu/odr

How to make a return

Make sure that you have taken into account the above conditions for the right of withdrawal and return. Check that the cancellation period has not passed (14 days) before sending the goods back. Packages that are sent by other shipping methods and end up with an agent will not be picked up by SmileSpot, but will be returned to the sender.

Contact our support at info@smilespot.com and specify your order-number as well as information about the faulty product. If we conclude that there is a legitimate reason to return the product, we will send you a waybill via email for you to return the product at no cost.

Package the item you wish to return. Pack your return properly so it doesn’t get damaged in transit back to our warehouse. As soon as we have received the product, we will either send you a replacement product or a refund, depending on what you prefer.

Done. As soon as your return is processed, you will receive a confirmation email from us. Note that return processing can take up to two weeks.