Refund policy

Right of withdrawal, returns and refunds

We want you to be happy with your purchase from Silkeshud. Here is everything you need to know about the right of withdrawal, returns and complaints.

14-day right of withdrawal

As a consumer in the EU or Norway, you have a 14-day right of withdrawal. The withdrawal period starts on the day you (or someone you have appointed) receive the goods. If an order is delivered in several parts, the period starts when you have received the last part.

How to withdraw from your purchase

1. Let us know within 14 days that you want to withdraw from the purchase. Email kundservice@silkeshud.se with your order number and which products it concerns. You can also use the withdrawal form further down this page.
2. You will receive a confirmation and instructions with a return address from us. Do not send the goods back before you have received the return address.
3. Send the goods back no later than 14 days after you told us that you are withdrawing from the purchase.

Condition of the goods

You may examine the goods in the same way as in a physical shop. If you have handled the goods more than necessary to establish their nature, characteristics and functioning (for example used them), we may deduct an amount from the refund corresponding to the reduction in value. Please return the goods in the original packaging and with all parts and accessories that came with them.

Exception – sealed skincare products

For health and hygiene reasons, the right of withdrawal for Silkeshud Glow and other sealed skincare products only applies if the packaging is unopened and the seal is unbroken, in accordance with EU consumer rules (Article 16(e) of Directive 2011/83/EU).

Refunds

When we have received your notice of withdrawal, we will refund what you have paid, including the original shipping cost (for our standard delivery), no later than 14 days after we received your notice. We may wait with the refund until we have received the goods back or you have shown that they have been sent. The refund is made using the same payment method you used for the purchase.

Return shipping

If you withdraw from a purchase, you pay the cost of returning the goods yourself. If the goods are faulty or we have sent the wrong item, we pay the return shipping.

Subscriptions

The right of withdrawal also applies to each delivery in a Glow subscription, with the same exception for opened sealed packaging. You can cancel the subscription at any time so that no further deliveries are charged – see our subscription and cancellation policy.

Complaints – faulty goods

If an item is faulty, you have the right to make a complaint under applicable consumer law. You have at least a three-year right to complain about defects that existed when you received the goods. Notify us within a reasonable time after you discovered the defect – notice within two months is always considered reasonable.

Email kundservice@silkeshud.se with your order number, a short description of the defect and preferably a photo or video. If the complaint is approved, we pay the shipping and repair, replace or exchange the item, or refund you.

Disputes

If we cannot reach an agreement, you can turn to the Swedish National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, Sweden, www.arn.se, or to the European Consumer Centre in your country.

Withdrawal form

Fill in and send the form to kundservice@silkeshud.se if you want to withdraw from your purchase. You can also write in your own words in an email.

To: Tafsig Handelsbolag (Silkeshud), Hägerneholmsvägen 7B, 187 60 Täby, Sweden, kundservice@silkeshud.se

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods: ____________________
Order number: ____________________
Ordered on / received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Date: ____________________