Refund policy

Returns

As a customer of us, you always have a 30-day right of withdrawal after you have received an item. The right of withdrawal applies to unopened packages.

Contact us shop@herobility.com , with your order number, and we will get back to you with information on how to proceed with the return.

Responsibility and cost of return freight is on the customer, in accordance with the Distance and Home Sales Act (2005:59). Goods must be returned in their original packaging and in their original condition.

The goods must be returned in their original packaging and in their original condition. We will refund the cost of all products returned, however, the customer will be charged for return freight.

Once we receive your return and everything is approved, the money will be deposited into your account.

The Consumer Sales Act applieswhen dealing with complaints. The distance contract ends automatically when the right of withdrawal is exercised for the order in question.

Once we have received your return and everything is approved, the money will be credited to your account.

Remember to pick up your package on time. If the package is returned to us as unclaimed, we reserve the right to charge a fee of 149 SEK to cover fees and administrative costs.

Complaints

You have the right to a 36-month complaint period under the Consumer Sales Act. This means that you can either get a price reduction, have your item replaced, repaired or get your money back, whichever you get depends on the situation.

Damage to the product caused by customer error is not covered by the right of complaint. In the event of a complaint concerning defects or missing goods, we/Herobility must be notified within a reasonable time after you have received the goods. In this case, two months is considered a reasonable period, unless otherwise agreed.

Please note that since we use the material TPE, discoloration may occur. Therefore, discoloration is not accepted as a reason for complaint.

How do I proceed?
Start by sending an email to shop@herobility.com stating your name, address, email address, order number and receipt if the product was purchased through a retailer. Describe the problem/defect, and attach at least two pictures - one of the defect and one of the whole product. This will allow us to assess both the problem and the condition of the product.

We will pay the return freight for accepted complaints, as long as it is considered reasonable. You should always contact us before returning the goods on your own, so that we can rectify the problem. Should we wish to return a broken item, we will send a return label to your email. Send the item to:

Smartshake AB
Jarnmalmsgatan 2
SE-721 32 Västeras
SWEDEN