Return and refund policy
Returns
At WILÉA AB, we want you to be completely satisfied with your purchase. If you are not satisfied, you are welcome to return your item according to the terms below.
You have a 14-day right of withdrawal from the date you receive the item.
Terms of return
You may try the item in the same way you would in a physical store. The item must be returned in its original packaging together with all parts and accessories. If the item has been used more than is necessary to inspect it, we may deduct an amount for the loss in value.
How to make a return
Contact our customer service at kundtjanst@wilea.se to start a return. Please provide your order number and a brief explanation of why you are returning the item, and preferably also how we can improve our products.
Return shipping cost
You are responsible for the return shipping cost unless the return is due to an error on our part (wrong item, defective product, or damaged goods).
Refund
Once we have received and inspected your return, we will inform you whether the refund is approved. If approved, the money will be refunded to your original payment method within approximately 7 business days. The exact time may vary depending on your bank or payment provider.
Returns after 14 days
Unfortunately, we cannot accept returns that are reported after the 14-day period has expired.
Damages, errors, and complaints
- Wrong item: contact kundtjanst@wilea.se as soon as possible, and we will send the correct item at no extra cost.
- Damaged or defective item: contact us as soon as possible, preferably with a photo or video showing the defect. If the complaint is approved, we will send a replacement item free of charge.
Exchanges
If you want to exchange an item, contact us at kundtjanst@wilea.se. Once we have received and approved the return, you can place a new order. An exchange fee of SEK 79 will be added to the shipping cost.
When we can refuse a return
WILÉA AB reserves the right to refuse returns that do not meet the terms above, as well as returns that are sent in too late. Returns sent to an address other than the one specified in the return process will not be accepted.
Changing or canceling an order
We prepare orders for delivery quickly, sometimes within just a few hours. This means we cannot always change an order after it has been placed. If you need to change or cancel an order, contact us within approximately 2–3 hours of purchase, and we will help you if the order has not yet left the warehouse. Therefore, always double-check the details before completing your purchase.
Uncollected packages
If a package is not collected, it will automatically be returned to us by the carrier. In such cases, a fee of SEK 79 will be charged to cover our handling costs. If you wish to cancel the purchase, it is important that you first collect the package and then contact us so that we can process the return correctly.
Warranty
In addition to your statutory rights as a consumer, we offer a 6-month warranty on all products.
- Warranty period: 6 months from the delivery date.
- Who the warranty applies to: the original purchaser. A receipt, order number, or order confirmation is required as proof of purchase. The warranty is non-transferable and only applies to products purchased directly from WILÉA AB.
What is covered
- Manufacturing defects
- Material defects
- Functional defects that occur during normal, intended use of the product
What is not covered
- Normal wear and tear, including cosmetic marks and scratches
- Damage caused by improper use, lack of care, or using the product for purposes other than those for which it is intended
- Commercial use (for example, rental or use in a business), if the product is intended for private use
- Damage caused by accidents or drops
- Unauthorized modifications or repairs to the product
How we resolve an approved warranty claim
For an approved warranty claim, we will resolve it in the best possible way, at our discretion:
- A replacement part for the affected part of the product
- A completely new product, if a replacement part is not sufficient to resolve the defect
- A refund of the purchase price, if neither of the above solutions is possible
Replacement parts and products are sent free of charge, including shipping, and you do not need to return the defective product unless we expressly request it.
If a new warranty defect occurs with a replacement item, contact us again and we will resolve it—in some cases, we may offer a refund instead of another replacement.
How to make a complaint
Email kundtjanst@wilea.se with:
- Your order number
- A description of the defect and when it occurred
- Clear photos of the defect, and—if the defect is difficult to show in a still photo, for example if it involves movement or a function—preferably a short video showing it
A video helps us confirm the defect more quickly and send the correct solution immediately, especially when a photo does not show the full extent of the problem.
Contact us as soon as you discover a defect. We aim to respond within one business day and confirm a solution within three.
Your rights as a consumer
This warranty is in addition to your statutory rights as a consumer. It does not limit or replace your rights under applicable consumer protection laws.
Contact
If you have questions about our return policy, contact us at kundtjanst@wilea.se.