Returns & Refunds

You have a statutory right to change your mind, and a separate statutory right to complain if something is wrong with the product. Both are described below. The consumer law of your own country always takes precedence over anything written on this page. Nothing here reduces your rights.

Right of withdrawal — 14 days

You have 14 days from the day you receive your order to withdraw from the purchase, without giving a reason. This applies whether you buy from Sweden under the Distance Contracts Act (lag om distansavtal och avtal utanför affärslokaler), from Norway under the Right of Withdrawal Act (angrerettloven), or elsewhere in the EEA under the equivalent national rules.

The simplest way to exercise it is our online withdrawal form, which sends you an automatic acknowledgement. You can also email us, or use the standard withdrawal form published by Konsumentverket in Sweden or the standardised angreskjema in Norway. Any clear statement that you are withdrawing is valid.

Inspecting the product

You are allowed to examine the product as you would in a physical shop. That means unpacking it and trying it on. It does not extend to wearing it on a four-hour ride. If the value of the product has been reduced by handling beyond what is needed to assess it, we may deduct a corresponding amount from your refund — and if we do, we will tell you why and by how much.

Please keep the hard case, the pouch and the packaging, and return them with the product.

How to return

1. Tell us you are withdrawing, using the withdrawal form or by email.
2. We reply with the return address and confirm what to include.
3. Send the product back within 14 days of notifying us.
4. Use tracked shipping and keep your receipt. Until the parcel reaches us you carry the risk for it, so proof of posting matters.

Who pays return shipping

Return shipping when you withdraw is paid by you, unless the return is because the product is defective, damaged or not what you ordered — in which case we pay, and we will arrange or reimburse it.

Refunds

We refund within 14 days of receiving your withdrawal notice, though we may wait until the product is back with us or you have shown proof that it has been sent. Refunds go back to the payment method you used, in the currency you paid in.

We refund the price of the product and the standard outbound shipping cost you paid. If you chose a more expensive delivery option than our standard one, we refund the standard cost rather than the premium.

Complaints and defects

Separate from withdrawal, you can complain about a defect that was present when you received the product.

Sweden

The Consumer Sales Act (konsumentköplagen) gives you three years to complain. For the first two years, a defect is presumed to have been there from the start unless we can show otherwise.

Norway

The Consumer Purchases Act (forbrukerkjøpsloven) gives you two years, extended to five years where the product is intended to last substantially longer than two years. For the first two years, a defect is presumed to have been present at delivery unless we can show otherwise.

Both

Complain within a reasonable time of discovering the defect — within two months always counts as reasonable. We will repair, replace, reduce the price or refund, in line with the law. Defective returns are at our cost.

Scratches from ordinary use, damage from being sat on, and damage from solvents or heat are not defects. Guidance on care is on our technology page.

Damaged or wrong item on arrival

Contact us with your order number and a photograph. We will sort it at our expense — you do not need to use your withdrawal right for this.

Exchanges

We do not operate a separate exchange process yet. To change lens colour, withdraw from the original order and place a new one. If that is impractical for you, contact us and we will try to help.

Returns from Norway

Norway is outside the EU customs area, so a parcel returned from Norway to Sweden is a customs-declared shipment. Mark it clearly as a returned item so it is not treated as a new import — we will tell you exactly how when you notify us. Do not send a return as cash-on-delivery or with charges payable by us unless we have agreed it.

If we disagree

Contact us first — most things are a misunderstanding. If we cannot resolve it:

• Sweden: the National Board for Consumer Disputes, ARN, at arn.se, free of charge. We take part in their process. Free advice from Hallå Konsument.
• Norway: the Norwegian Consumer Authority, Forbrukertilsynet, at forbrukertilsynet.no, which mediates and can refer the case to the Consumer Disputes Commission, Forbrukerklageutvalget.
• Elsewhere in the EU: the EU online dispute resolution platform.