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As a customer, you have full rights of exchange & return within 14 days from which you received your order, provided that you have not used the product and that it has been returned undamaged. Understandably, we acknowledge that you have to try on the garment to see if it is suitable and fits! The Return & Exchange Law does not apply for underwear. In the case of goods which need to been returned or exchanged, it is the customer who pays the cost of the return shipping charges. Once we have received the returned product and accepted that it is undamaged, we will refund the total sum paid including any additional charges that you have incurred. If you have ordered more products than the one returned, we will not pay for the extra charges (this is due to the fact that the charges are the same amount regardless of how many products were sent in the original order). The item should be returned in the same condition as when it was purchased. However, if you have any complaint due to damaged or wrongly delivered goods, we will not charge you for the return shipping costs. We will also reimburse any payment made if the product is not in stock. NOTE! If it is not possible for us to send an exact replacement product and that no more products were placed on the same order, Stayhard will even reimburse the original shipping charge. All goods to be returned must be sent in suitable packaging. i.e. a bag or box. If you wish to return a pair of shoes in the original packaging, please place the original box in another outer box or plastic bag. Do not return the item simply by sticking a label with Stayhard’s return address onto the original box or packaging as the goods can easily become damaged during the postal process. If this occurs, Stayhard will not reimburse the full amount of the products returned.
With regards to exchanges, returns or complaints, Stayhard adhere to the recommendations as stated in the Swedish Consumer Agency’s rules for e-commerce.
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1. 1. Check on our website to see if the product you require to exchange is in stock. Please fill in the return/exchange form stating the desired garment and size with the correct exchange code. We will endeavour to send the replacement product on the same day as it arrives in our warehouse. If you wish to exchange an item, please send it to us together with the return form. All products to be returned must be suitably packaged in a plastic bag or cardboard box. If you are returning shoes, place the original box in another box or plastic bag. Do not return the items by simply placing a label with our return address onto the original packaging. If the desired replacement item has gone out of stock when your item to be exchanged has arrived to us, we will send an email to you regarding the situation. If the original order was processed using a credit card or postal order, the transaction details will be automatically updated and credited with the sum plus charges incurred. You will then be in a position to place a new order, which will be deducted from the credited amount reimbursed to you for the original return. With card payments, the full sum of the purchase is reserved. The total payment for items will be taken automatically when we have sent your order that you received credit for.
2. Do you want to be sure that the item is in stock and the replacement is sent immediately? If so, please place the new order with the item you wish to exchange. Place a cross in the “box” for a new replacement on the return form. Eventually, you will be liable to pay the shipping fees of the new order but this will be adjusted when the item to be exchanged reaches us. The address to which to send goods to be returned is:
Stayhard AB
P.O.Box 33
SE-524 21 Herrljunga
SWEDEN
3. When we have received and accepted the returned item, we will send you the replacement as soon as we possibly can. If the replacement product is more expensive then the item returned, you will be charged with the difference when you collect your package. On the other hand, if the replacement product is cheaper than the item returned, we will reimburse you with the difference of the two amounts. There is also an option for you to save the reimbursed amount with the charges, place them into an account with us and use them at a later date next time you place an order with Stayhard! An exchange normally occurs 1-2 working days after we have received the returned item. Money is repaid usually within 2 weeks (according to law this can take up to a maximum of 30 days).
4. When an exchange or return takes place, you (the customer) represent a form of risk to Stayhard as you are responsible for ensuring the product to be returned reaches us. Therefore, for more expensive and heavier items may we recommend that the item be sent via trackingnumber or as a postal package.
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1. Complete the return form included in the packaging and please do not forget to enter the reason for the return.
2. Send the packaged item together with the return form to us. All returned items must be packaged in a suitable plastic bag or cardboard box. If returning a pair of shoes/boots/trainers, place the original shoebox into another box or plastic bag. Please do not simply fix an address label onto the original packaging as this could possibly result in the item becoming damaged and we will not reimburse you with the full amount paid for the item. You will pay for the return postage charge back to us., The return address is:
Stayhard AB
P.O.Box 33
SE-524 21 Herrljunga
SWEDEN
Once we have received the returned product and accepted that it is undamaged, we will refund the total sum paid including any additional charges that you have incurred. If you have ordered more products than the one returned, we will not pay for the extra charges (this is due to the fact that the charges are the same amount regardless of how many products were sent in the original order).
3. Once we have received and accepted the condition of the returned item, the process of reimbursement usually takes approximately 2 weeks. Again, there is an option to keep the money with us as credit for when you place your next order.
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1. Contact our Customer Services on +46 513 225 24 or send an e-mail to info@stayhard.eu as soon as you discover an error with your order.
2. Once having discussed the problem with Customer Services, please complete the return form included in your package.
3. Return the faulty item along with the return form. Also, attach a receipt for the cost of the return shipping so that we can reimburse you.
Stayhard AB
P.O.Box 33
SE-524 21 Herrljunga
SWEDEN
4. When we have received the product and accepted your complaint, we will repay the amount you originally paid. Money is usually reimbursed within 2 weeks (according to law this can take up to a maximum of 30 days). |
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We will refund the amount to your card. If you have paid for your items with a bank or payment card the amount will be repaid directly into that same account. The refund will appear on your bank statement within a couple of days after we have processed the refund. The date you placed the original order can also appear on the statement, but this is dependant on your bank.
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