Wrong or Faulty products

If you recieve wrong product or if your product us faulty in any way, shape or form, please contact us at Kontakt@whitelip.se. We will provide you with a refund for the wrong or faulty product. A refund of an order where the product is correct and not faulty can also be issued and will be provided by us. Note that the shipping costs will not be refunded.

A number of brands want their customers to send their complaint about their products directly to them, i.e. not through us retailers. Below are therefore the email addresses of the brands that want you to contact them in case of complaints about faulty products.

VELO – info@moor.se

77 Pouches – info@77group.me

ZYN, Volt, Swave – customerservice@swedishmatch.com

XQS – info@xqs.se

When you send an email regarding a complaint, the brands usually want this to be included:

Name
Email
Mobile phone
Description of errors
Picture of all cans that want to be refunded (here you need a picture of the front and back of the can and a picture of the pouches inside)
Where you bought the can from
Confirmation that you are 18 years old, sometimes it is enough just to write “I am over 18”

Law of Aggression

The consumer has the right to withdraw from a home or distance sales contract by notifying the trader on the withdrawal form or by any other clear means no later than 14 days after the conclusion of a service contract or a contract for the electronic delivery of digital content or, in the case of a sales contract, no later than 14 days after the receipt of the goods or the last consignment of goods or, in the case of a regular delivery of goods, no later than 14 days after the receipt of the first consignment of goods.

If the customer wishes to exercise his/her right of withdrawal, the customer should contact Whitelip.eu by e-mail at kontakt@whitelip.se to obtain a return label & shipping label and to indicate the order number. The customer can also use the Swedish Consumer Agency’s withdrawal form.

If the customer has already paid for the goods, a refund will be made to the account that made the payment at the time of purchase. This is normally done within 14 days of the goods arriving at Whitelip.eu again. The cost of return shipping will be deducted from the refund amount.

Complaint

The customer may not claim that the service or goods are defective if he does not notify the contractor of the defect within a reasonable time after he noticed or should have noticed the defect. The notice may also be given to the trader who has provided the service or undertaken to be responsible for its characteristics. If there is a defect in any item or if an item is missing, the customer must contact Whitelip.eu by e-mail at kontakt@whitelip.se as soon as possible after the defect is discovered.

If the customer wishes to complain about a defective product, the customer must state the order number and the reason for the complaint. The consumer has the right to complain about the product for three years. If the consumer advertises within two months, this is always considered to be within a reasonable time.

Advertised goods must always be treated as new and in perfect condition. For all types of returns, it is important that the goods are packed in such a way that they cannot be damaged during shipping.

If the customer has already paid for the goods, a refund will be made to the account that made the payment at the time of purchase. This is normally done within 14 days of the goods arriving at Whitelip.eu again. Whitelip.eu reserves the right to refuse a complaint if it turns out that the product is not defective under current consumer protection legislation. Should this occur, a fee of €30 inc. VAT for the costs of Whitelip.eu administration, shipping, return freight and handling of the case.

Whitelip AB

559330-1087

Långedragsvägen 20

426 71 Västra Frölunda

+46 70 830 21 50

Kontakt@whitelip.se