Refund policy

Returns

To be eligible for a return, you have 60 days after receiving the item to start a return process. Your item should be unused and in the same condition that you received it. It should also be in the original packaging. If the item is not in its original condition or is not shipped in the original packaging, Ristal has the right to charge an amount corresponding to new packaging and depreciation of the item. For returns within 14 days, the right of withdrawal applies (see information further down the page).

Personally engraved products cannot be returned or refunded unless otherwise agreed, as manual work and custom production have been carried out to create these products.

To complete your return, we require a receipt, bank statement or other proof of purchase.

Returns are sent to Segloravägen 20U, 504 64 Borås, Sweden.

There are certain situations where only a partial refund is granted (if applicable):

- Any item not in its original condition, damaged or missing parts for reasons not due to our error

Contact us at kontakt@ristal.se to start your return process.

 

Right of withdrawal

When purchasing items on the site, a 14-day right of withdrawal always applies. This means you have the right to cancel your purchase by notifying Ristal within 14 days from when you or your representative received the ordered item (the withdrawal period).

1.1 The right of withdrawal does not apply to the following types of items:

Items that have been made according to your instructions or that have otherwise been given a clearly personal touch.

1.2

If you wish to cancel your purchase, you must, before the withdrawal period expires, send a clear message to Ristal at kontakt@ristal.se. You should include your name, address and other relevant information, e.g. order number and the name of the item, in the message.

1.3

When exercising the right of withdrawal, you pay the return shipping unless otherwise communicated to you. The item must be returned within 14 days from the date the notice of withdrawal was given to Ristal. We recommend returning the item in sellable and essentially unchanged condition, with all labels and tags intact. If the item has been used or handled to a greater extent than necessary, Ristal has the right to deduct an amount corresponding to the depreciation or to refuse your return.

1.4

Ristal may at times offer free returns for certain items. If free returns apply, this is stated on the relevant product page on the site.

1.5

When you cancel your purchase, Ristal refunds the amount you paid for the item, excluding delivery costs. Ristal has the right to deduct from the refund an amount corresponding to the item's depreciation compared to its original value, if and to the extent such depreciation is due to you having handled the item to a greater extent than necessary to determine its characteristics or function.

1.6

The refund will be made without undue delay and in any case no later than 14 days from the day we received your notice of cancellation. However, we reserve the right to withhold the refund until we have received the item back from you, or until you have provided proof that you have returned the item, whichever occurs first. The refund will be made via the payment method you chose when purchasing the item, unless otherwise agreed or there are obstacles to such a refund.

1.7

Ristal is not responsible for items returned to us by mistake. If the item is found in our returns warehouse, you can request to have it back. For Ristal to send the item back, we charge $19.99 to cover the shipping and administrative costs incurred. Ristal also reserves the right to charge this fee if you return an item after the 14-day return period that Ristal offers.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund, contact us at kontakt@ristal.se

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email to kontakt@ristal.se

Shipping

You are responsible for paying your own shipping costs for returning your item unless otherwise stated on the product page. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning an item worth more than $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

 

Uncollected packages

For packages delivered to a pickup point but not collected, a fee of $9.99 is charged for the uncollected package to cover shipping and administrative costs. Only a partial refund applies to orders where the package has not been collected.

 

Warranty and complaints

2.1

Some of Ristal's products may be covered by a warranty. Information about any warranty period and specific warranty terms for each product can be found on the website. Product warranties only cover original manufacturing defects, and therefore not defects arising from or after any modification of the product's function or appearance, such as rebuilding, upgrading or other configuration of the product. Your order confirmation serves as proof of warranty.

2.2

If you discover that the item is defective when you receive your order, you should register a complaint by contacting us at kontakt@ristal.se. Complaints made within two months of discovering the defect are always considered to have been submitted in time. Ristal will primarily repair or replace your product with a new item.

2.3

Ristal covers the return shipping for approved complaints, which are sent to Risängsgatan 4 in Borås, Sweden. If your complaint is not approved, Ristal will contact you with more information as soon as possible. If you wish to have the rejected item returned, Ristal charges a fee of $19.99 to cover the shipping and administrative costs incurred.

2.4

Once the item has been returned and the complaint approved, Ristal will compensate you. Ristal aims to do this within 30 days of receiving the complaint, but it may take longer depending on the nature of the item. Ristal reserves the right to reject a complaint if it turns out that the item is not defective.

2.5

If you discover transport damage, it is important that you contact our customer service at kontakt@ristal.se as soon as possible. You need to send a photo of the entire package with the shipping label visible, a photo showing the damage, and photos of any damage to the contents. Ristal also recommends keeping the packaging until we have investigated with the carrier.