Purchase Terms

These purchase and delivery terms ("Purchase Terms") apply to www.hemosjal.se ("The Site") which is owned and operated by CKAY Ecom AB ("HOME & SOUL", "We", "Us", "Our").  

The purchase terms apply to all purchases and orders made on the site by customers residing in Sweden. In cases where the customer resides in another EU member state other than Sweden, the terms apply in the parts where they do not deviate from the consumer legislation in the customer's country.

We follow the consumer protection legislation in the customer's country as prescribed by EU regulations. As a customer with us, you have the right to request information about your personal data in accordance with our privacy policy. You also have the right to request that your personal data be changed or deleted.

For questions, please contact us via our contact form, and we will get back to you as soon as we can. We aim to respond to your inquiry within 48 hours on business days.

A purchase agreement is concluded when you choose to register your order at the checkout. An order confirmation is then generated automatically without manual review. If any errors occur in the order, we will contact you to handle the matter further, which may involve a reservation, a change in the delivery time of the item you ordered, or other unforeseen events.

 

We only enter into agreements with legal adults (18 years and older), or minors with the consent and approval of a guardian. Any exceptions are in accordance with the Parental Code.

 

The prices we have on the site are our current prices including 25% VAT. The VAT is included in the total cost that you see in the checkout, unless you change to a business order in the checkout. If the VAT changes, we reserve the right to adjust the prices accordingly. Price adjustments can also occur at any time without notice. The prices do not include shipping costs. Any shipping costs will be added in the checkout before you complete your purchase.

 

We have many products on the site and in some rare and unusual cases, a price may be incorrect. If you have purchased a product at an obviously incorrect price, we will contact you and we reserve the right in these cases to adjust the price, as well as charge the difference, or alternatively allow you to cancel the purchase and receive a refund. We also reserve the right for typographical errors and inaccuracies in our marketing, newsletters, and other external communications. The same applies in these channels as for obviously incorrect prices on the site.

We strive to have as much as possible in our own stock, but a certain percentage of our range consists of special order items. As soon as we receive your order, we will place an order with our supplier. If the delivery is delayed or if the product is no longer available from the supplier, we will contact you via email. In cases where the product is no longer available, we will credit your purchase.

 

As we are a retailer, we follow the manufacturer's recommendations. Some manufacturers offer extended warranties, and in cases where this is applicable, you will find more information in the product description. You obviously have a three-year right of complaint according to the Consumer Purchase Act if the product you purchased does not have a warranty, see point 6 below.

We reserve the right for product information on the website to be incorrect due to typographical errors or technical errors. Please note that product images on the website may sometimes differ from reality and are not always an exact representation of the actual product. Colors, materials, and appearance may vary due to image quality and screen settings.

We are constantly working to offer fast, secure, and punctual deliveries at competitive prices. This is something that is continuously being developed and improved. Please visit our delivery information page for updated information on carriers, prices, and delivery times.

 

For orders where all products are in stock, we normally have a handling time of 1-2 business days before they are shipped with a carrier from our warehouse. If the product is not in stock, we first place an order with our supplier. As soon as the product is back in stock, the normal handling time applies. During holidays and major holidays such as Christmas shopping and Black Friday, the handling time may be affected.

On the site, we communicate the expected delivery time on each product page for ordered items that we do not have in stock. These delivery times vary between different suppliers and can change continuously. We cannot influence our suppliers' delivery time to our central warehouse, but we will notify you via email in case of any delays according to point 2.5 below.

Please visit our page for delivery information to see delivery times for all our shipping options and carriers. Please note that we cannot provide any guarantees for our suppliers' delivery times to our central warehouse.

 

After completing your order, you will shortly receive an order confirmation with information about your purchase, as well as the current stock status for all order items.

 

If your delivery is delayed, you will be notified via email as soon as we have received a new expected delivery date from our supplier. The same applies if any of your products are out of stock with the supplier.

 

When your order is shipped from our warehouse, you will then receive a delivery notification via email. The delivery notification contains a tracking link so that you can follow your order all the way home to you or to a pickup point.

 

Finally, you will be notified via SMS when your package is ready for pickup or when you can expect a home delivery.

 

In Sweden, we apply partial deliveries as standard. This only applies to orders where parts of the order are not in stock and must be ordered from the supplier. In these cases, you will receive multiple deliveries.

 

When your order has left our warehouse, the delivery responsibility transfers to the shipping company and we cannot provide any delivery guarantee. We reserve the right to disclaim all compensation claims from customers regarding delivery delays caused by our suppliers or by shipping companies after pickup from our central warehouse. If your order is missing outside your door upon home delivery despite a delivery notice from the logistics partner, we ask you to file a police report for theft, and we will send you a new item or refund your purchase.

 

When ordering furniture or other bulky products that cannot fit at a postal agent, we offer home delivery. Home deliveries are generally not included in our offers for free shipping. Please see our separate page for delivery options for details, prices, and updated information on home deliveries of bulky goods.

 

Furniture or other larger/bulky interior items are more difficult to handle for logistics companies and agents, often because they are space-consuming goods. This means that the item takes up more space for various reasons, which in turn affects the shipping cost for all parties in the logistics chain. The logistics industry is fully engaged in improving the processes for handling heavier/bulky goods so that the experience is as smooth as possible throughout the chain up to you as the customer.

Your package normally stays at the agent/terminal for 14 days after it has arrived. If you do not pick up your package within these days, the package will be returned to us and we will charge you 250 SEK for uncollected package. If you have changed your mind after the package has been sent from us, you need to accept the package and then return it to us, otherwise it will be registered as an "uncollected package" and you as a customer will be charged the corresponding amount.

• For uncollected packages/deliveries of standard size/weight, a fee of 250 SEK will be charged.

In Sweden, we offer Klarna Checkout ("Klarna") as a payment method. Klarna, in turn, offers several different options for you as a customer to complete your payment. Klarna presents certain information to you as soon as you are identified. The information you need to provide to achieve identification may vary between different purchase occasions and customers.

No credit check is ever taken directly in Klarna but as needed depending on the payment option you have chosen. Credit checks taken by Klarna do not affect your creditworthiness and cannot be seen by others who request a credit check on you, such as banks. Once you have been identified, Klarna will show which options are available to you. Invoice is the default payment option, but you can of course freely choose any of the other options such as direct payment via bank or payment by card.

 

We offer the option to pay within 30 days after your purchase or direct payment through Klarna. In some cases, the payment deadline may be even longer, but with an additional fee. Your invoice is activated and sent to you via the email address you provided at the time of purchase. The invoice is sent at the same time as your order is shipped from our central warehouse. If your order is shipped as a partial delivery, a partial invoice will be sent to your email address via Klarna.

 

When you choose to pay by invoice, Klarna will perform a credit check. If a credit report is taken, you will be notified of this and receive a copy of the credit report sent by mail or email. For complete terms and conditions for invoice payment, please click on the link "Terms" in the checkout after you have selected invoice as your payment method.

 

You can choose to split your payment into several payment occasions for a fixed monthly fee and an interest cost. Please visit Klarna for detailed terms for this.

 

With Klarna Pay Direct, you can make a payment from your bank account. Klarna never shares your bank details with anyone except your bank. Payment by direct debit is offered to customers after an approved credit check, which in some cases means that a credit report is obtained. Normally, the money is deducted from your account two banking days after we have processed your order, usually when the goods are shipped by us. You can read more about when the money is deducted from your bank account and what applies to your payment in Klarna's terms for direct debit.

 

In Klarna Checkout, you can also choose to pay directly with one of the following bank cards: VISA, Mastercard, American Express.

 

Once we have received, processed, and approved your return, we will refund you. We cover your return shipping costs. Terms and handling time for this are managed separately under point 5 below. A confirmation will then be sent via email, and a refund is always made to the same payment card that was used when you completed your purchase. If you chose to pay by invoice, Klarna will contact you via email for further information regarding the refund.

 

At the checkout on the site, you have the option to enter a code for gift cards and/or discount codes.

 

You can buy gift cards from us. Gift cards are delivered digitally via email. The gift cards can be purchased with a value of any amount between 100 - 5000 SEK and can be redeemed at checkout. For purchasing gift cards, please contact us through our contact form or write to us at support@hemosjal.se

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Our gift cards are valid for two years after activation.

If you are not satisfied with your purchase, you have a 30-day return policy from the day you received your order. If your order has been delivered in several batches, the date applies to each respective product and delivery. We reserve the right to deduct an amount corresponding to the depreciation compared to the original value of the item in the case of used or damaged products from the refund amount.

 

If you want to exercise your right of withdrawal and the handling of your order has not yet started, you can cancel your purchase. If your order is partially delivered and you want to exercise the right of withdrawal on the part of your order that has not yet been processed by our warehouse staff, you can also cancel that part of your purchase.

You can also remove products from your order after it has been placed, provided that processing of these has not begun. To cancel your order or remove products from it, please contact our customer service.

 

If you want to exercise your right of withdrawal on an order after inventory management has started, you must receive the order and then return it to us in the usual manner. If you do not pick up the order, it will be treated as an uncollected order according to point 2.9 of the purchase terms.

 

Cancellation is not valid until you have received a confirmation from us via email or phone.

 

If you are not satisfied with the item, you can return it to us and get your money back. Contact us and we will assist you with your return. We also cover your return shipping costs. 

 

You have the right to unpack and check the product's finish and function. The goods must be in their original condition and packed in the original packaging when returned to us. Please note that the original packaging should not be used as an outer box as the product may be damaged and you may incur a deduction for depreciation. The product must be in unchanged condition and, for example, not assembled if the product you ordered requires assembly.

We reserve the right to make a depreciation deduction if the condition of the item has changed to such an extent that it can no longer be sold to another customer without a deduction from the sale price. The deduction is made from the total return amount before it is refunded to you. We assess each unique return regarding the size of the deduction, but the minimum deduction is 250 SEK.

 

If you want to return your order, please contact us and we will send you a return label, we will not charge you for the return cost..

 

Transport responsibility means that you are responsible for ensuring that your shipment arrives intact to us. Therefore, please pack the items extra carefully so that they are not damaged during transit, and feel free to use an option where you can track the shipment, such as a package or registered letter. When returning packages from abroad, it is very important that you label the package with RETURN to avoid extra costs.

5.7 Handling time

From the time your return arrives at our warehouse, we reserve a processing time of up to 20 business days to inspect the condition of the product and register the items as returned.

We process the refund after the handling time and when your return is registered and approved by our warehouse staff. It normally takes 5-7 business days for Klarna to refund the money to your account. A confirmation will be sent via email and a refund is always made to the same payment card that was used when you completed your purchase. If you chose to pay by invoice, Klarna will contact you at your email address for further information regarding the refund.

The right of return does not apply to special orders. An order is considered a special order if it concerns a product that is not available on the website, for example, if you contact customer service to purchase a spare part for a product. You will be informed in advance by customer service if your order is classified as a special order.

 

We apply the Consumer Purchase Act's right of complaint, which means that you have three years of right to complain after you have received the item. This assumes that all care instructions are followed and that normal caution has been observed. In the case of a complaint, we recommend that you contact our customer service for faster handling, which will then assist you with the procedure. You will then be asked to provide photographic evidence where the error/defect is clearly visible.

 

We always follow the recommendations of the National Board for Consumer Complaints (ARN) in case of complaints and disputes. Read more under point 8.

 

In the event of a complaint, the defect must be reported as soon as possible or as soon as the defect has been discovered. A report of a defect in the product within two (2) months is always considered within a reasonable time. In the case of an approved complaint, we as the retailer will cover all costs associated with the return, including all shipping.

 

If you are not satisfied with the product or if it has been damaged during delivery, we ask that you send in pictures of the defect along with your order number via the contact form. As soon as we receive this, we will get back to you with a response regarding your case.

 

In the case of an approved complaint, a prepaid return shipping label will be sent to you by customer service if we determine that a return is necessary. (In some cases, no return of the defective product is needed.) Once we have received the returned item, the fault will be examined again and a new item will be sent to you. Therefore, you will not pay any return shipping for the complained item or the shipping for the new item.

 

At our customer service, we have gathered frequently asked questions and answers about returns. Please go through these before you contact us or initiate a return process.

 

We care about your privacy. Therefore, we want to inform you about how we handle the personal data you provide to us and what rights you have. This is particularly addressed in our privacy policy.

 

Complaints or comments regarding our services or products should be communicated to our customer service via the contact form here. If you are not satisfied with our handling of your case, you are welcome to contact your local consumer advisor or the National Board for Consumer Complaints (ARN). We always follow ARN's recommendations. Contact details:

 

The National Board for Consumer Complaints
Box 174
101 23 Stockholm
 http://www.arn.se

 

The European Commission also has a website that will facilitate consumers and businesses in resolving disputes through an online system (ADR/ODR) Alternative or Online Dispute Resolution. The platform is available here.

We are exempt from liability for failure to fulfill certain obligations in this agreement if the failure is due to relieving circumstances as outlined below and if the circumstance complicates, prevents, or delays the fulfillment. Relieving circumstances shall include, among other things, government action or inaction, changed or newly enacted legislation, labor market conflict, blockade/strike, fire or flood, sabotage or major accident. Force majeure also includes decisions by authorities that negatively affect the market and products, such as restrictions, warnings, sales bans, etc.