Draft, pending legal review. This text may change before it is approved.
1. Your right to complain
If you buy as a consumer, you can complain about faults that were there when you received the item for up to two years. For items that are meant to last substantially longer than two years, such as furniture and large appliances, the period is five years.
You must tell us within a reasonable time after you discovered the fault, or should have discovered it. If you tell us within two months, it is always in time. Nothing on this page limits any rights you have under mandatory consumer protection law that applies to you.
2. What you can ask for
- Repair or replacement. You choose between the two, unless what you choose is impossible or costs us disproportionately much. We repair the item or send a new one.
- A price reduction, if the fault cannot be fixed, or we do not fix it within a reasonable time.
- Cancelling the purchase, if the fault is not minor. You get your money back when you return the item.
- Compensation for a loss you have suffered because the item was faulty, with the exceptions that apply by law.
We have the right to repair the fault or deliver a new item before you can ask for a price reduction or to cancel the purchase. If we offer repair or replacement at no cost or inconvenience to you, and within a reasonable time, you cannot normally ask for a price reduction or to cancel the purchase instead. We cover the cost of repair and replacement, including shipping.
3. How to make a complaint
- Report it through Customer service, or log in to My account, open the order and report the fault. Give your order number and describe what is wrong.
- Send a photo of the item and of the fault so we can handle your case quickly. You can also send it to account@zellap.com. If you do not have a photo, you can still make a complaint.
- We confirm that we have received your complaint, and come back to you with how we will solve it. We may ask you to send the item in for inspection. If so, we pay the shipping.
You can also write to us: email account@zellap.com.
4. What is normally not a fault
A problem that comes from your side is not a fault. This includes, among other things:
- normal wear and ageing from use
- damage from wrong use, dropping, water, overloading, or using the item for something other than what it is made for
- damage from the wrong charger or voltage, and from cleaning or maintenance that does not follow the instructions
- cosmetic marks and scratches that came from use
- parts that wear out with use, such as razor blades and blades that go dull
- differences that the product description told you about
We look at each case. If we think the problem comes from use like this, we tell you why. If you disagree, see section 7.
Hygiene products can be complained about in the same way as other items. If the item has a fault that does not come from use, your right to complain also applies when the seal has been broken.
5. Hovlio Promise
The Hovlio Promise is a voluntary offer from us, on top of your right to complain. Our items are sent directly from the supplier, and sometimes a parcel arrives damaged or with something other than what we showed. Then you should not have to send anything back to another country.
If an item arrives damaged, or not as described, and you tell us within 30 days of receiving it, with a photo of the item, you get a new item or your money back. You do not need to send the first item back.
- The 30 days count from the day you received the item.
- Tell us through Customer service, in My account or by email, and include a photo that shows the damage or the difference.
- You choose between a new item and your money back, as long as the item can be delivered again. The money goes back to the payment method you used.
- The Promise covers damage and differences that were there when the item arrived. It does not cover damage you caused after you received the item, and it does not let you return a hygiene item with a broken seal because you no longer want it.
The Promise is an addition and never limits your rights by law. If you are a consumer, you can use both. We may change or end the Promise. A change applies to orders placed after it is published, and does not affect your right to complain.
6. Guarantee from the manufacturer
Some items come with a guarantee from the manufacturer. If one does, it is shown on the product page or comes with the parcel. A manufacturer's guarantee gives you rights in addition to those you have by law. It never limits your right to make a complaint to us.
7. If we do not agree
If we do not agree on how to solve your case, contact us again through Customer service so we can try to find a solution. You can read more in the terms of sale.