Jump to: shipping or Returns
1. Terms and conditions
To ensure consumers rights HepCat AB applies Swedish Consumer Sales Act (Konsumentköpslagen). as well as Swedish Distance Contracts Act (Distansavtalslagen). To place an order you must be 18 years of age or have parental consent. Customer refers to a natural person.
More information about your consumer rights: www.konsumenteuropa.se/en/
HepCat products can be ordered via www.hepcat.se or e-mail. Incoming orders will receive confirmation via e-mail.
An order is binding for HepCat AB only after order confirmation is received by the customer.
HepCat AB reserves the right to refuse a customer purchases. All orders are considered binding. If you have placed an order by mistake you must contact us immediately.
Swedish VAT is included in all prices, currently 25% and 6% and is given in Swedish kronor.
Orders outside the EU are exempt from Swedish VAT. Your country's customs authority may instead charge you for local import tax and VAT. These fees will not be covered by HepCat Store.
Prices may change at any given time due to VAT increases and other changes in prices that we cannot control. Shipping fees, COD and /or invoice fees will be added to your order.
Customers in Sweden, Norway, Denmark, Finland, Great Britain, Germany, Netherlands and Austria can choose to pay with invoice through Klarna.
We accept Visa and Mastercard. Credit card payments are made through an encrypted dibs payment switch.
If you prefer, we also have PayPal as an alternative
We deliver to most places within 1-5 working days. Sometimes it takes longer for your order to reach you. If your parcel is delayed we will contact you. HepCat AB cannot be held responsible the delivery for items that are sold out or out of stock. The freight cost is visible in your basket.
While we are super fast most of the time with our shipping, certain externalities can affect this service. Most delays are caused by an item missing from the stock, in this case you will be notified within a few days and we will try to find a solution together. The other most common issue is of course the post. While these issues are out of our control, we are here to help you. Just give us some heads up if you are encountering a delay and we can try to figure out what happened. Most times, if you are abroad, this is due to the customs process, and there is nothing that can be done to speed that up. We will gladly help with any delay problems, just let us know by sending a mail to email@example.com.
We will do everything we can to get your order to you as fast as possible. The customer is entitled to cancel the purchase if there is an extensive delay in delivery.
Sometimes we are not able to fill your order. There might be an error in our stock or an item may be missing. HepCat AB reserves the right to exclude compensation to the customer in such situations or at delivery delay. However the sum of the missing item will be refunded (or entire order if the customer wishes to then cancel the purchase entirely).
6A. Missing Packages
We understand how frustrating it is to lose a package, and please understand that this is entirely due to the overwhelmed and overworked postal system. We get it, and we are on your side in this to help. If a package goes missing, or is suspected to be stolen, please contact us immediately via email at firstname.lastname@example.org. We will investigate to the full extent of our powers.More often than not, this will result in a reclamation process which can take anywhere from 2 to 6 weeks to complete, so patience is a virtue in this case. In the case of a missing package confirmed by the postal service and approved by reclamation, the customer is entitled to partial or full compensation for the origin shipping costs and product costs. Parcels that are delivered to doorstep, porch,etc, or left with a neighbor and cleared via signature are not our liability, and we take no responsibility for what happens in these cases. If the shipping company can present a collection of goods statement and a successful delivery attempt, we interpret that as a successful delivery. For stolen or missing goods in these instances, the customer needs to take this up with your insurance company and your local authorities as this is out of our responsibility.
Post Nord 69 SEK (VAT included) for all orders within Sweden. Post Nord shipping to Nordic countries in EU is 130 SEK. Shipping to Nordic countries outside EU is 300 SEK. Shipping to other countries within EU is 150 SEK . Shipping to the rest of the world is 350 SEK. Free shipping within Sweden on orders > 2000 SEK, EU > 3000 SEK and for the rest of the world on orders > 4000 SEK.
There are more country-specific shipping options at checkout that vary according to supply and demand.
Shipping price / Currency (Approximate for currencies except SEK)
|Nordic in EU||130||13||12||10,5||89||123|
Free shipping on orders above / Currency (Approximate for currencies except SEK)
|Outside EU||4 000||400||364||320||2717||3779|
R. RETURN POLICY
There are several different return scenarios as specified below (8-10). All have in common that you need to attach the receipt, in detail state the reason for the return and send to the following address
SE-221 04 LUND
Sankt Lars Väg 21
SE- 222 70
Using Info@hepcat.se as receiver e-mail
8. Returns and Exchanges
HepCat AB applies Swedish Distance Contracts Act (Distansköpslagen). This means that you, the customer is entitled to a 14 day return policy, without specific reason. We, for the sake of the environment, would like to reduce returns, so if you are uncertain on sizing, please get in touch and we would be happy to help you. Mail your measurement requests to email@example.com with the article number and size in the subject line.
8A. Need to make a return for a refund?
Making a return is easy. Either use the provided return note (the price of which will be deducted from your return based on your region) Or select the shipping method which is easiest for you.
You as the customer are responsible for paying the return shipping costs, as well as the integrity of the product to be returned (Items returned for refund must be sent back in the same condition as you received them, any discrepancies will be reviewed by us and action taken accordingly. If an item is damaged or comes back in any un-sellable condition, we reserve the right to withhold any or all partial refunds).
By using the return note provided you agree to this cost being reduced from your overall refund. Currently return note rates are as follows: Sweden 99:- / Nordic Countries 149:- / EU 199:-
For a return outside of these regions, please contact us at firstname.lastname@example.org so we can help with the return note and importantly the customs sheet.
You the customer are welcome to use other shipping methods if this is more acceptable for you.
Simply take the return which is neatly and nicely folded, boxed up, and secure, to the post office or postal service of your choice, or for the designated return note, and post for shipping to us at:
SE-221 04 LUND
Sankt Lars väg 21
SE-222 70 Lund
Using Info@hepcat.se as the receiver e-mail
(Returns sent COD will not be collected).
Please include a note stating your reason for return so that we can best process a refund for you.
Send the items back unused and undamaged in a sturdy and appropriate box (Feel free to tape up and reuse the box we sent you to save some paperboxes! Use your best judgment for selecting how to send an item back to us). Consider using a service which is traceable, as you are responsible for the item returning to us.
8B. Wrong size and need to make an exchange?
Hey we get it, sometimes our expectations do not meet reality and we need to get a different size. No worries! Best and easiest way to do so is to simply place a new order via Klarna (all other payments work as well) and when checking out please enter in your original order number for reference and leave a digital note that this is an exchange noting the original order number, as our customers do not pay for shipping out a new item in cases of exchange. When using our return notes you will be charged for this service. Your new order will be treated as an exchange, and your old order, a return, with invoices and refunds corrected accordingly.
If this is not convenient, let us know via mail at email@example.com, please state your original order number in the mail for our reference, and let us know which size(s) you will need for each specific item so that we can reserve that for you. Consult section 8A for instructions on how to make a return, and send us the package. Please note that with this method, we will still need to charge you if/when using our own return notes.
As soon as we have your return, we will package up and send you out the new size! Note, this specific process is dependent on the post, so return speeds are not as fast as our original shipping.
HepCat AB applies the Swedish Consumer Sales Act (Konsumentköpslagen) in case of complaints. Thereby we will do our best to replace a defective or damaged product at no extra cost, or provide partial financial compensation in cases approved to be a factory defect, faulty product, or damaged delivery. reclamations and complaints must be reported to us immediately by email before the customer takes any independent action outside of our knowledge on the situation.
9A. Damages incurred during shipping
Remember not to accept a package with visible defects that may have affected the condition of the item you ordered. Best case is to issue a complaint to the Postal service directly at the delivery point and ask them to return the package to HepCat AB and write the reason for returning the package. Send us an e-mail at firstname.lastname@example.org to inform us about the complaint. In cases of visible damage to packages, the customer must take photos of the damages and shipping label BEFORE opening the package. Once this is done, please open the package and inspect the damages. If the product is damaged, please provide photos of this as well. Report immediately a description of the damages as well as these photos described to us at email@example.com. We will then take this info directly with brands to determine a reasonable compensation for damages.
This same general process applies to products that after time appear to be factory defects or break in a natural way that does not meet the standards and continuity of similar products. Please take pictures of the damages as well as a written report and send it to us via email. We will take it with the brand and according to their advice and recommendations, take appropriate action.
You have the right to withdraw your purchase within 14 days. Withdraw rights does not include underwear and cosmetics. You pay for the return shipping. For unused items in undamaged original packaging you get the full amount back. Used items will be valued by what a second hand store is willing to pay for them.
11. Parcels that are not collected
If you do not collect your parcel from the post office you will still have to pay shipping costs and the cost of cash on delivery.
The Swedish post office will only keep your package for 14 days. You will be charged a fee of 200 SEK for any package that is not collected, currently 200 SEK.
The fee is charged in arrears. For non-payment requirements are forwarded to a debt collection service.
We will take good care of personal details such as name, address, phone numbers and e-mail. We will never sell them or share them with a third party.
We reserve our right to cancel any order with price or stock errors.
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