Returns and warranty

1. Returns and cancellation of orders 

1.1. The Buyer has the right to return the goods or exchange the goods for another product of the same price value within 14 days of receiving the goods.
1.1.1. In order to return a product, an application for withdrawal from the contract must be submitted to the Seller in advance. Application form can be found here.
1.1.2. The Buyer must return the goods within 14 days of submitting the application or prove that they have handed over the goods to the carrier within that period.
1.2. The Buyer will return the goods by notifying the Seller in advance via e-mail kundservice@buildabear.se.
1.3. If the returned packaging or products are damaged, the Seller will take into account the decrease in the value of the damaged packaging or product.
1.4. When returning the goods, we recommend adding the invoice number, the name of the Buyer, the current account number and the reason for returning the goods in order to facilitate the processing and ensure better products and service provision.
1.5. The refund will be made by the Seller within 14 days of receipt of the withdrawal application, but not before the Seller has received the returned goods or before the Buyer has proved that they have sent back the returned goods. If the Buyer exercises the right of withdrawal, they have the right to receive a refund of all fees that the Seller has no claims for, including the cost of delivery of the goods (if this was added to the order). Unless otherwise specified by the Buyer, the money will be returned to the same bank account from which the payment was made.
1.6. If the Buyer has chosen the most expensive method of delivery, the delivery cost will be reimbursed to the extent that corresponds with the cheapest option offered by the Seller at the place of delivery.
1.7. If the returned product is damaged and Anvol Nordic AB is not to blame and if the product has been used improperly by the Buyer, Anvol Nordic AB has the right to set off the costs of the damage caused.
1.8. The Seller has the right to deduct transport costs incurred in returning the goods for issues related to the Buyer from the refundable amount. In this case, the transport fee will be SEK 79.
1.9. If the Buyer does not agree with the set-off amount, they have the right to request the involvement of a third-party expert to determine the devaluation of the goods. The costs of the third-party expert shall be paid by the party whose claim is proven baseless.
1.10. For health or hygiene reasons, some goods that have been opened after delivery (e.g. pacifiers, feeding bottles, hygiene and cosmetics products, etc.) cannot be returned.
1.11. We reserve the right to cancel orders in case of suspected systematic overconsumption, abnormally high return volumes, or other circumstances that contradict our return policy and normal purchasing patterns. In the event of cancellation, the full amount will be refunded to the customer.
1.12. The 14-day return period does not apply to any personalized items such as Build-A-Bear customized products (including added fragrance, beating heart, etc.) as well as other personalized items or products produced accordingly to custom order.

2. Submitting a claim and sales guarantee

2.1. The Seller will have to provide a written response to the claim submitted by the Buyer within 15 days at the latest. If the Seller needs additional time to respond, they will have to notify the Buyer thereof, stating the reason for the delay and the new deadline for a reply.
2.2. The Seller is liable for non-compliance with the terms of the contract of the product sold to the Buyer if it becomes apparent within two years of delivery to the Buyer.
2.3. A lack of conformity that has arisen within three years from the date of delivery to the Buyer will be presumed to have existed at the time of delivery, unless that presumption is incompatible with the nature of the product or defect.
2.4. In addition to the Buyer’s legal rights, the products are also covered by the manufacturer’s guarantee (importer). The terms of the warranty are included with each product covered by the warranty
2.5. The manufacturer is not responsible for:
a) Deterioration of a product damaged by the Buyer.
b) Damage/defects caused by improper use of the product.
c) Damage/defects caused by non-compliance with the maintenance specified in the product manual.
2.6. Report non-compliance with the product to e-mail kundservice@buildabear.se.
2.7. In case of non-compliance or defect of the product, the Buyer has the right to demand repair of the product, as well as the replacement of the product with a product without defects that complies with the requirements or to withdraw from the order and return the product.
2.8. In the event of a claim, the cost of return will be paid by the Seller after the first six months or after the next 1.5 years only if the claim is substantiated and non-compliance is verified by the manufacturer.
2.9. If the Buyer discovers non-compliance of the product with the requirements, the Buyer is obliged to notify of this fact within two months of the discovery. The product must not be used again if a defect is found.