Here you will find information on how to proceed with a complaint case, i.e., when something is not as you expected. If you have received an item that does not match your order, take the following steps

Complaint Handling

For Product Questions

Our complaint handling and support are based on the Swedish Consumer Purchase Act (1990:932) and the Distance and Off-Premises Contracts Act (2005:59). If you believe we are not following or interpreting the law correctly, please contact us regarding your case.

Faulty Product on Delivery

If there is a physical defect or damage to your product, or if the product in any way does not correspond to what you ordered, follow these steps:

1. Photograph and document the defect as clearly as possible so that we can work with you to find a good solution.
2. Photograph the packaging your products were delivered in carefully, so we can assess any damage incurred during transport. (Do not discard the packaging as it is evidence in case of a transport damage claim.)
3. Email us at info@atwhb.se and describe your issue in as much detail as possible.

If the defect is minor, such as a missing mounting part or a damaged plastic piece, we will first send you a spare part that you can easily replace. This is the fastest and simplest option.

Depending on the nature of the defect, we may also offer a discount on the purchased item afterward. If you are unable or unwilling to replace the damaged part yourself, you can return the product to us for repair. The product will then be sent back to you, usually within 1-2 weeks. We will cover all costs.

If the defect is so severe that you cannot repair it yourself, we will first ask you to return the product immediately for repair. This usually takes 1-2 weeks, and we will cover all costs. Alternatively, we may send a completely new product and ask you to return the defective one to us at our expense. In exceptional circumstances, we may allow you to keep the defective product and use it as you wish. In rare cases, we may refund the entire purchase amount as store credit. Finally, if necessary, we will refund the amount to your account, with the handling of the defective item determined on a case-by-case basis.

Wrong Delivery

If you have received an item that does not match your order, take the following steps:

1. Photograph and document the discrepancy as clearly as possible so that we can find a solution with you.
2. Email us at info@atwhb.se and describe how the product differs from your order.

Depending on the nature of the issue, you may receive a discount on the product or a new product delivered to your home. The old product will be returned to us at our expense unless otherwise agreed upon.

Transport Damage

If you suspect that the product was damaged during transport, for example, a hole in the box or a bent package, follow these steps:

1. Photograph and document the damage as clearly as possible before opening the package.
2. Carefully unpack the package. If the product is damaged, photograph and document it.
3. Email us at info@atwhb.se and describe the situation.

Payments During Complaints

Since we work with collection agencies and services such as Klarna, you as a customer must pay the invoice regardless of the order's status. Otherwise, you risk late fees. If there is an issue with your order, the actions listed on this page will be taken, and if necessary, money will be refunded to you as soon as possible.