Returns and refunds
14-day right to cancel and cooling-off period
Orrefors offers a 14-day right to cancel and cooling-off period in accordance with the Swedish Distance and Doorstep Sales Act (2005:59).
As a customer you are entitled to cancel your purchase within 14 days of receiving your product, provided that the product and its packaging are intact, in other words, not used and not destroyed or damaged. You may not use the product, but of course you may carefully examine it. If you, the customer, utilise your 14-day right to cancel and cooling-off period, you pay for the return shipping. The Distance and Doorstep Sales Act only applies to purchases made by consumers – it does not therefore apply to customers who are companies.
Instructions for returns and refunds
1. Contact our customer service by phone or e-mail and state your order number, name, address and the reason for the return.
2. Remember that you are responsible for making sure that the product is well protected when you send it back to us. If possible, the product should be returned in the same packing that you received it in. If you utilise your right to cancel and cooling-off period, you must return the product in the same packing that you received it in.
4. Contact your local UPS office and arrange for pick-up.
3. Affix the return label, which you create at your local UPS office or at ups.com, onto the package. See the return address at the bottom of the Terms and Conditions. Please note! Do not forget to state your information as the sender. You pay for the return shipping.
5. As soon as the return has been received, checked and approved, the card used to pay for the product will be credited.
Returning wrong, damaged or defective products
If you receive a different product to the one you ordered or the product is damaged or otherwise defective on delivery, Orrefors will rectify the problem free of charge.
You may not return the product until you have reported your complaint to Orrefors’s customer service. Report complaints to Orrefors’s customer service within three days of receiving the product. If we confirm that the wrong product has been delivered or that the product is damaged, we will replace it if you so wish, or refund you for the product, shipping costs and any administrative fees.
If you are returning a wrong, damaged or defective product, you can do so without having to pay for shipping by following the instructions from Orrefors's customer service department. By free shipping, we mean a return that is free of charge for you, the customer. Returns may not be sent as cash-on-delivery items. Packing must be saved if you are making a complaint to the transport company about damage caused in transit.
The Orrefors Glass Warranty does not apply to stemware purchased in the Orrefors Online Shop.