Returns and right of withdrawal
Returns
All returns must be pre-notified by email to: info@bigboypharma.se.
When we have received your return request, we send a confirmation that the matter has been registered. This confirmation means that the return has not been approved, but only that we have received your notification. The return is reviewed and approved only after the product has been received and inspected.
Returns are made at the customer's own expense, unless:
the product is defective
we have sent the wrong product
Returns must be sent as a letter or package. Shipments sent cash on delivery or with similar payment demands are not accepted.
The customer is responsible for the product throughout the return shipment until it has been received by us. If the return shipment is damaged or lost during transport, this may affect any refund.
The product must be returned in substantially unchanged condition and, where applicable, in its original packaging.
Exchange of goods
When exchanging a product, the customer is responsible for the shipping cost for the return shipment as well as the shipping cost for the new delivery from us.
Uncollected packages
If a package is not collected from a pickup point within the carrier's specified holding period and is therefore returned to us, this is not considered an exercise of the right of withdrawal under the Distance Contracts Act.
The customer is responsible for providing correct contact details (telephone number and email address) when placing an order. Delivery notifications are normally sent via SMS, email, or another contact method used by the carrier.
If the customer does not receive or notice the notification, or does not collect the shipment within the specified time, the shipment is still considered uncollected.
For uncollected packages, the customer is charged a fee of SEK 200, which corresponds to our costs for return shipping and administrative handling.
The fee is deducted from any refund or charged to the customer afterward.
By making a purchase and accepting our purchase terms, the customer accepts this fee for uncollected packages.
14-day right of withdrawal
Under the Distance Contracts Act, you have the right to cancel your purchase within 14 days of receiving the product.
To exercise your right of withdrawal, contact us at info@bigboypharma.se within 14 days. The product must then be returned within 14 days of notification:
Properly packaged
In the original packaging
In substantially unchanged condition
Specific requirements by product type:
Dietary supplements: The product must be unopened and unbroken. Opened or partially used dietary supplements cannot be returned for hygiene and safety reasons.
Clothing: Products must be returned unused, with all labels/intact packaging retained. Washed, used, or otherwise altered garments cannot be returned.
Please note: The right of withdrawal does not apply if the seal or tamper-evident seal has been broken in a way that affects the value of the product.
Reduction in value
If the product has been handled more than necessary to check its characteristics or functionality, and this has resulted in a reduction in value, we are entitled to deduct an amount corresponding to the reduction in value from the refund. The assessment is made individually.
Refund
Once we have received and approved the return, we will refund the price of the product within 30 days at the latest using the same payment method used for the purchase.
The customer is responsible for return shipping costs, unless the return concerns a defective or incorrectly delivered product. The refund includes VAT.
Exceptions
Certain products, such as gift cards or specially ordered products, are not covered by the right of withdrawal. These are clearly indicated at the time of purchase.
More information
More information about consumers' rights regarding distance purchases is available from the Swedish Consumer Agency.
