Return and refund policy

This policy applies to orders placed from the United Kingdom. Nothing here takes away your legal rights. If anything in this policy ever conflicts with UK consumer law, the law wins.

There are three ways to send something back. Two of them are your legal rights and we cannot limit them. The third is a promise we add on top.

1. You changed your mind: 14 days

You can cancel for any reason within 14 days of receiving your order, without giving a reason. If your order arrives in more than one parcel, the 14 days start on the day the last parcel arrives.

1. Tell us in writing. Email info@vokshus.com, or write to the address below. Any clear statement that you want to cancel is enough.
2. Send the goods back within 14 days of telling us, to Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden. You pay the cost of returning them.
3. We refund within 14 days of receiving the goods back, or within 14 days of you showing us proof that you posted them, whichever comes first.

Your refund includes the standard delivery charge you paid when you ordered, it goes back to the payment method you used, and we never charge a fee for refunding you. You are welcome to handle and inspect the goods as you would in a shop. If you handle them more than that and their value drops, we may deduct that amount.

When exercising your legal right to cancel, send the goods back without undue delay, no later than 14 days after telling us. You choose the carrier and pay the direct return postage. We do not provide a return label. If we sent the wrong goods or there is a fault for which we are responsible, we pay the necessary return postage.

Give us a clear statement that you wish to cancel, for example by email to info@vokshus.com or by post to Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden. You may use our cancellation form, but you do not have to. Please include your order number if available so we can find your purchase. You do not need an authorisation number from us to exercise your right to cancel.

The 14-day deadline for sending the goods back applies to your legal right to cancel. It does not shorten our 365-day guarantee.

2. Something is wrong with the goods: 30 days

We are under a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. Under the Consumer Rights Act 2015 you have the following rights, and we cannot limit them.

• Up to 30 days after delivery: reject the goods and get a full refund.
• After 30 days: ask for a repair or a replacement. We pay for it and we do it within a reasonable time.
• If a repair or replacement does not fix it, or neither is possible, choose either a price reduction or a refund.
• If a fault appears within six months of delivery, it is treated as having been there when the goods were delivered, unless we can show otherwise.
• We pay the cost of returning faulty goods, including postage from the United Kingdom.

Email info@vokshus.com and tell us what is wrong. You do not need a form, a reference number or the box it came in.

3. Our 365-day promise

If the bread bag simply does not suit you, email us within 365 days of delivery and we will refund you in full once it reaches us. This is a voluntary promise on top of your legal rights, never instead of them and never shorter than them. You pay the postage for this one, since it goes beyond what the law requires.

Return address

Vokshus, Rådjursstigen 1, 170 76 Solna, Sweden

How refunds are paid

Refunds go back to the payment method you used. Klarna refunds are processed through the Klarna portal.

If a parcel is lost or damaged on the way to you

The goods stay our responsibility until they are physically in your hands. Email info@vokshus.com and we will send a replacement or refund you. There is no deadline for telling us.

Complaints

Email info@vokshus.com and put "Complaint" in the subject line. We aim to reply within 24 hours on weekdays and to resolve the matter within 14 days. We are not a member of an alternative dispute resolution scheme. If you would like free, independent advice you can contact Citizens Advice at citizensadvice.org.uk.

Contact

Email: info@vokshus.com. We normally reply within 24 hours on weekdays.

Payment disputes

A reversal of payment through a bank, card provider, Klarna or PayPal does not necessarily settle every right and obligation under the purchase contract. If you keep the goods, we may only request payment or their return where there is a legal basis. Any payment claim must be explained in writing. Debt collection may only be used when the legal conditions are met; a genuinely disputed claim must not be pursued through ordinary debt collection. You retain the right to complain and dispute a claim. We do not seek double payment.

Uncollected and refused parcels

If you do not collect the parcel by the deadline or refuse delivery, and this is not due to an error by Vokshus or the carrier, the parcel will be returned to the sender. You are responsible for the documented direct cost of return shipping. If Vokshus is charged this cost, the documented amount will be deducted from your refund. We do not charge a separate penalty or administration fee.

Failing to collect or refusing the parcel does not by itself constitute notice of cancellation. You must clearly tell us at info@vokshus.com if you wish to cancel the purchase. We may withhold the refund until we have received the parcel back or you have provided evidence that it has been returned, whichever occurs first.

This does not apply if the return is caused by Vokshus sending an incorrect or damaged item, or by a delivery error for which Vokshus or the carrier is responsible. In those cases, we follow the usual rules for faulty goods and cover the necessary return shipping.

Applicable law and complaints

The contract is governed by Swedish law. This does not limit mandatory consumer rights under the legislation that applies to you in your country of residence, or your right to have a dispute heard by a competent court or dispute resolution body.