Returns and Right of Withdrawal
Right of withdrawal
According to the Distance Selling Act, you as a consumer have the right to cancel your purchase within 14 days from the date you receive your goods. The item must be unused and returned in undamaged original packaging. If the item is sealed, the seal must be unbroken. Opened and/or used products are not accepted for return due to sanitary reasons. In the event of a return, the customer bears the risk for the item, so it is important that the item cannot be damaged during transport. The item remains in the customer's possession until we have received the return. We recommend all our customers send trackable packages for the customer's safety. Note that returns should not be sent as business packages. Once we have approved that the product is in substantially unchanged condition, we will refund the purchase amount within 7 days. The consumer is responsible for shipping costs and handling fees for the return shipment. Contact customer service or make a complaint on your account to return your goods. If you have questions regarding the right of withdrawal/return, you are welcome to contact us at info@brilliantsmile.se
Return address is:
Brilliant Smile Sweden AB
Lodjursstråket 1
417 50 Gothenburg
Unclaimed packages
Unclaimed packages are not covered by the right of withdrawal. If you have changed your mind after the order has been shipped from us, you must pick it up at your collection point and then send it back to us. We reserve the right to charge costs for shipping and handling if the package is not collected. The cost for this is 100 SEK.
Complaints
If a product is found to be defective or incorrect, the item can be returned. Contact our customer service at info@brilliantsmile.se and describe the problem as detailed as you can. You will then receive a case number upon approval of the return, which you then write on the package when you send it back to us. We will examine the damage and send back a new item immediately if it is in stock; if the item is not in stock or has been discontinued, we will contact you before further handling. We normally handle complaint cases within 1-5 working days depending on the workload. Remember not to send any return before contacting our customer service. When the item is received by Brilliant Smile, the total amount including handling and shipping costs is refunded. Please send the receipt for the shipping or a copy. In the case of a complaint of a defective/incorrect item, you as the customer should be completely cost-free. The complaint must be made within a reasonable time from when the customer received the order, but no later than within 3 days from when you received the item. Only original defects are covered by the right of complaint, defects caused by normal wear are not covered. We recommend all our customers send trackable packages for the customer's safety. Note that returns should not be sent as business packages. The item remains in the customer's possession until we have received the return. If you have questions regarding the right of withdrawal/return, you are welcome to contact our customer service.
Return address is:
Brilliant Smile Sweden AB
Lodjursstråket 1
417 50 Gothenburg
Refund
In cases where refunds are applicable, this is primarily done by re-crediting the credit card/bank account or to a bank account specified by you.
The refund is made within a few days from the conclusion of the case that caused the refund.
An item is missing in my delivery
Even though we work hard to make your order as secure and fast as possible, unfortunately, problems can occur. If an item is missing from your delivery, contact us immediately and we will resolve it as soon as possible. A written complaint must be received by us no later than three days after receiving the delivery.
Please note that you must save the original packaging for any investigation. All packaging and order handling is monitored by cameras and all packages are weighed along the way to your collection point so we can quickly see where the problem occurred and work to improve ourselves so it does not happen again.
I have received the wrong product
If you have received the wrong product in your delivery, you should contact us no later than 3 days after receiving your order. Therefore, check your order when it is delivered to ensure that everything is correct. If information about this is received later than 14 days after delivery, Brilliant Smile Sweden reserves the right to refuse return, re-delivery, or cancellation of the purchase. Brilliant Smile Sweden will, of course, cover all shipping costs if we sent the wrong item to you.
Transport damage
In the event of a broken or opened carton upon delivery, contact your collection point directly when you pick up the package. They have ready-made forms for damage reports. Please contact our customer service if you need help and we will do our best to assist.
Cancellation
If you change your mind immediately after ordering, you should contact our customer service immediately. If we have already shipped your order, you cannot cancel it but must return the package to us. You as the customer are then responsible for the return shipping. Brilliant Smile Sweden is not responsible for the delivery to us from the customer.
Dispute
We follow the recommendations of the National Board for Consumer Disputes in the event of a dispute.