Return and Refund Policy

This Return and Refund Policy applies to purchases made through Separett’s online store by customers within the EU.

This policy explains how returns, refunds, order cancellations, damaged deliveries and defective products are handled. It applies together with our Terms of Service, Shipping Policy and any product-specific warranty terms.

1. Contact us before returning a product

Before returning a product, please contact Separett customer service.

Email: info@separett.com
Telephone: +46 370 307 200

Please include your order number, name, contact details and the product or products you wish to return.

Returns must be made according to Separett’s return instructions. We do not collect returns sent to parcel shops, service points or other collection locations without prior agreement. We also do not accept returns sent cash on delivery or with unpaid postage.

2. Right of withdrawal for consumers

If you are a consumer purchasing online, you normally have the right to withdraw from your purchase within 14 days without giving a reason.

The withdrawal period starts on the day you, or a person appointed by you, receive the product. If your order is delivered in several shipments, the withdrawal period starts when you receive the last product or the last part of the order.

To exercise your right of withdrawal, you must clearly notify us within 14 days. The easiest way is to email info@separett.com.

It is not enough to simply refuse delivery or return the product without informing us that you wish to withdraw from the purchase.

3. Condition of returned products

You have the right to examine the product in the same way as you would normally be able to examine it in a physical store.

The product must be handled carefully and must not be used more than necessary to determine its nature, characteristics and function.

Returned products should be returned:

in complete condition, including all parts, accessories, manuals and documentation;
in the original packaging, where possible, to reduce the risk of damage during return transport; clean, unused and suitable for resale, unless otherwise agreed with Separett.

If the product has been handled more than necessary, installed, used, damaged, soiled, made incomplete or otherwise reduced in value, Separett may deduct an amount corresponding to the product’s reduced value from the refund, where permitted by applicable law.

4. Hygiene and sanitary products

Many Separett products are hygiene-related or sanitary products. For hygiene and sanitary reasons, products that have been removed from their original packaging cannot be accepted for return.

To be eligible for a return, the product must be unopened, unused, uninstalled and returned in its original packaging. The original packaging must be intact and suitable for resale.

This applies to, but is not limited to, toilets, urine containers, solid waste containers, toilet seats, hoses, waste-related components, bags and accessories.

Products that have been opened, removed from the original box, assembled, installed, used, handled in a way that creates a hygiene risk, or returned with damaged or missing packaging will not be accepted as returnable products.

This does not affect your statutory rights if the product is defective, damaged in transport or incorrectly delivered.

If you are unsure whether a product can be returned, please contact Separett before opening the packaging, installing the product or using it.

5. Return shipping cost

When you exercise your right of withdrawal, you are normally responsible for the cost of return shipping, unless Separett has agreed otherwise or unless the return is due to an approved defect, incorrect delivery or transport damage.

Separett will provide return instructions and, where applicable, a return shipping label. The return shipping cost may be deducted from your refund.

You are responsible for the product during return transport until it has been received by Separett. Please package the product carefully and keep your return receipt or tracking information until the return has been fully processed.

6. Refunds after withdrawal

Once we have received and inspected the returned product, we will process the refund as soon as possible.

If the return is approved, the refund will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

We may withhold the refund until we have received the product back or until you have provided proof that the product has been returned.

Any deduction for reduced product value, missing parts, incomplete packaging, damage or incorrect return handling may be deducted from the refund where permitted by applicable law.

7. Original shipping cost

If you withdraw from the full order, Separett will refund the standard outbound delivery cost paid at the time of purchase, where required by applicable law.

Additional delivery costs will not be refunded if you chose a more expensive delivery option than the standard delivery method offered by Separett.

If you return only part of an order, the original shipping cost may not be refunded unless required by applicable law.

8. Products and services not covered by the right of withdrawal

The right of withdrawal does not apply to services that have been fully performed, where you agreed that the service would begin before the end of the withdrawal period and acknowledged that the right of withdrawal would be lost once the service had been fully performed.

The right of withdrawal may also be limited or excluded in other cases allowed by applicable law, for example for certain sealed products that are not suitable for return for health protection or hygiene reasons once unsealed.

Any product-specific exception will be stated where relevant.

9. Order cancellation

We work to process orders as quickly as possible. Because of this, it may not always be possible to cancel an order after it has been placed.

If you wish to cancel an order, contact us immediately at info@separett.com. If the order has not yet been processed or shipped, we will try to cancel it.

If the order has already been shipped, you may still be able to return the product after receiving it, according to this Return and Refund Policy. Return shipping costs may apply.

10. Uncollected deliveries and refused deliveries

If a parcel is not collected, cannot be delivered due to incorrect or incomplete information provided by you, or is refused without prior agreement with Separett, we may charge you for the costs caused by the return.

These costs may include return shipping, carrier fees and handling costs.

A refused or uncollected delivery is not automatically considered a valid withdrawal. To use your right of withdrawal, you must clearly inform us that you wish to withdraw from the purchase.

11. Damaged deliveries and incorrect deliveries

Please inspect the delivery as soon as possible after receiving it.

If there is visible transport damage, please document the damage immediately. If possible, note the damage with the carrier or collection point at the time of delivery or collection.

If the product is damaged in transport, defective on arrival or incorrectly delivered, please contact us as soon as possible at info@separett.com.

To help us handle the matter quickly, please include:

• your order number
• your name and contact details
• the article number and quantity affected
• a description of the issue
• photos of the damage, the product, the packaging and the shipping label.

If the return is approved as a transport damage case, incorrect delivery or other Separett-approved claim, we will provide further instructions and, where applicable, a return shipping label.

12. Defective products and complaints

If you believe that a product is defective, please contact Separett customer service as soon as possible after discovering the issue.

Email: info@separett.com

Please include your order number, a clear description of the issue and, where helpful, photos or videos showing the problem.

For consumers, statutory rights under applicable consumer protection law apply. If the product has a defect covered by law, Separett will provide the remedy required by law. Depending on the situation, this may include troubleshooting, repair, replacement, price reduction or refund.

Separett always has the right, where permitted by applicable law, to first assess the product and remedy the issue, for example by repairing the product or replacing it with a non-defective product.

Damage or faults caused by incorrect installation, improper use, lack of maintenance, unauthorised modifications, normal wear and tear, use of non-original parts or use outside the product’s intended purpose are not considered defects unless required by applicable law.

13. Business customers

If you purchase as a business customer, consumer withdrawal rights do not apply.

Returns from business customers are accepted only if agreed in advance with Separett in writing. Approved business returns may be subject to return shipping costs, handling costs and restocking conditions.

This does not affect any rights a business customer may have in the case of an incorrect delivery, transport damage or product defect under applicable law or written agreement.

14. How to notify us of withdrawal

You may use the template below, but it is not mandatory. You can also email us with a clear statement that you wish to withdraw from your purchase.

Please send the information to info@separett.com.

I/we hereby notify Separett that I/we withdraw from the purchase agreement for the following product/products:

Order number:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Email address of consumer:
Product/products to be returned:
Reason for return, optional:
Date:

15. Return address

Do not send products back before contacting Separett and receiving return instructions.

Separett AB
Svetsgatan 1
SE-333 93 Skeppshult
Sweden

Returns sent without following Separett’s instructions may be refused or may result in additional costs.