TERMS OF PURCHASE HAYVEN AB (Reg. no. 559355-3810)


We aim to offer our customers a safe and professional buying experience and the best service. Below are our terms of purchase. For questions and comments, please contact our customer service hej@hayven.se

Pricing

All prices are in local currency incl. VAT. Hayven reserves the right to implement price changes and reserves itself for possible misprints and final sales.

 Products

Most of our products are handmade, which means that measurements, colors, finishes and appearance may differ. Deviations derived from the appearance of images may occur.

Care of the products is your responsibility as a customer. Keep in mind that ceramics can leak moisture and be careful when placing on a sensitive surface. Our bamboo and straw products are untreated and are extra sensitive to moisture and may need surface treatment.

Age 

In order to shop in our online store, you must be 18 years old. If you are under 18 years of age, a guardian's approval is required.

Ordering

There is no minimum order value, we welcome all orders. An order is completed when you have received an order confirmation from Hayven via e-mail. The order confirmation is generated automatically, which may result in errors in e.g. stock balance, delivery time or the like. We reserve the right for deviations regarding the order confirmation, which means that Hayven reserves the right to correct this afterwards. If an item cannot be delivered, you will be contacted directly via e-mail or telephone.

Cancellation of an order can be made to our customer service right up until the item has been shipped.

DELIVERY TERMS

Shopping with us should be a positive experience from order to delivery. Our goal is to deliver all products neatly and well packaged. In order to minimize the environmental impact, we reuse as much packaging as possible to minimize the use of plastic in our deliveries.

Delivery time

The standard delivery time is 3-5 working days for stock items. During the month of July, the delivery time can be 5-7 working days. When delivery times are given in days or weeks, these are approximate. If there is a delay of more than 5 working days, you will be contacted for a new delivery time.
We reserve the right for unforeseen delays in deliveries due to our suppliers or the postal service. Compensation is not paid in the event of a possible delivery delay. You as a customer always have the right to cancel the purchase in case of delivery delays.

Shipping method

The best and fastest delivery option will be selected by Hayven. All deliveries to agents are notified via SMS or e-mail, so be careful when entering your details.

When you have received a notification via SMS, letter or e-mail, your package is available for collection at the appointed representative. Take the shipment number with you, if necessary. PIN code and your ID. The package remains with the agent for 14 days, after which the package is sent back to Hayven (read more about this under unclaimed packages.)

Delivery cost within EU ( excl Sweden)  is based on weight and will be calculated at checkout. 

Agent - Delivery to an agent near you. It is the freight company system that chooses which representative is closest, based on your zip code.

Home delivery - Deliveries of heavier and bulky packages might be delivered directly to your home with. The delivery takes place during the day on non-holiday weekdays and you will be notified of the delivery day and the time interval that you need to be available to receive the delivery. If you should miss receiving the delivery there will be an extra 20 eur charge added which will be billed by Hayven.

 

Please note that Hayven does not take responsibility for any customs or import charges for deliveries to countries outside the EU, this is fully the responsibility of the customer.

Hayven charges 40 eur for unclaimed packages to cover our shipping and handling costs. Unredeemed packages are not covered by the right of withdrawal or money back according to the Distance and Home Sales Act

PAYMENT TERMS

At Hayven, you can always feel that you are paying safely, simply & conveniently! 

For purchases outside Sweden, we offer card payment, Visa or Mastercard.

Within Sweden, you can choose to pay by invoice, account, partial payment, card and with your Internet bank via Klarna Checkout.

The first time you shop via Klarna, you must key in all your information, then Klarna recognizes you (regardless of whether you shopped at Hayven before or in another shop that has a Klarna checkout). At the next purchase at the checkout, you just key in your e-mail and your postcode and Klarna automatically fills in your details at the checkout. 

Invoice

The invoice will be sent to you via email. If you have received your goods but are missing the invoice, please contact Klarna's customer service +46 (0)8 – 120 120 10, and Klarna will send a new invoice. You automatically have 14 days to pay from the time the goods are sent from Hayven. You can bring forward the due date on your original invoice by 10 days with Klarna. You log on to Klarna's website and fill in the invoice's OCR / invoice number and your social security number.

Partial payment

With Klarna installments, you choose how much you pay each month. If you have shopped in several different stores with Klarna Partial Payment/Klarna Konto, your purchases are collected on one and the same invoice. You will receive an account agreement sent home, after which your first invoice will be sent to you. You pay it at the end of the following month, e.g. shop in January, pay at the end of February. After that, your next invoices with payment terms will arrive at the end of each month. You can control how much you want to pay on your invoice. On your account invoice under the line "Pay the lowest" you will find the lowest amount you can pay. If you would like to pay the entire amount at once, that is perfectly fine. Your account with Klarna will then be closed automatically.

Klarna Account

With Klarna Konto you collect all your purchases on a single consolidated invoice. The first account invoice is sent to you via post the month after you make your purchase. Incoming account invoices are always sent in the middle of the month with a due date at the end between the 28th and the 30th. With a Klarna account, you can also pay for your purchases in installments over 3, 6, 12, 24 or 36 months. Our Klarna Account also includes our promotions (e.g. "Buy now - Pay in February"). By choosing a campaign, you can postpone your payment and then pay the full amount when you receive the invoice for the month you selected.

All campaigns are completely interest-free and the only cost added to this option is a fee of SEK 29.00.

If you decide to return all or part of your order, you must of course not pay for these goods. By logging in to Klarna's website, you can advance the due date of the invoice by ten days, so that Hayven has time to receive the return and register it. There you can also check when the return has been registered by downloading an updated version of your invoice. You log in by filling in your OCR / Invoice number and social security number. Should the return not have been registered when the new due date approaches, we ask you to contact Klarna's customer service +46 (0)8 – 120 120 10, and they will help further.

 

Card payment

You can also choose to pay by card via Klarna Checkout. You can choose between VISA and Mastercard.

Direct payment/Internet payment
Direct payment is a payment option where you as a customer are sent to your bank's login page. Here, verification is required in the usual way. Details about the payee and amount are already filled in and you just choose which account to make the payment and then approve it. Direct payment works for those who have internet banking at Handelsbanken, Nordea, SEB or Swedbank.

 

My invoice upon return
Log in to "My pages" at Klarna. When you have made a return, you correct the amount on the invoice yourself and pay only for the goods you have chosen to keep. No updated invoice is sent when the return has been registered.

 If you will be refunded for goods you have sent back, an automatic refund email will be sent to you and in this you will then fill in your refund details via Klarna's form together with the associated case number. At the longest, it can take up to 15 days before the money appears in your account again.

Can I bring forward the due date on my original invoice?
It is fine to advance the due date on your original invoice by ten days when you shopped through Klarna invoice. You can easily extend the due date by logging in via Klarna's website. You can log in by filling in the invoice's OCR / Invoice number and your social security number.

RETURNS & CLAIMS

At Hayven, it is always easy to return, regardless of whether you want to exchange, if you regret your purchase or if you want to claim due to a defect. If you have questions, please contact us at info@hayven.se and we will help you

Money back guarantee

 You always have 14 days money back guarantee from the time the goods are received, so you have time to make sure you are satisfied with your goods. The right to return and get money back only applies if the product is returned in its original packaging with associated protective packaging and in unchanged condition. Textiles and bedding must be unused.

In case of return, you as the customer are responsible for shipping costs and that the product reaches us undamaged upon delivery. We therefore recommend packing the item well and sending the item with traceability, as Hayven can request compensation from the shipping company in the event of any damage. Otherwise, returns are at your own risk.

If you wish to make a return, email info@hayven.se and inform us about the return and then send the item to:

Hayven AB
Västerängsvägen 41
182 47 Enebyberg
Sweden

Exchange

If you wish to exchange an item, we ask you to return it and place a new order.

Claims

If your item is incorrect, damaged or in any way defective or shipped incorrectly, please contact us via email info@hayven.se immediately so that we can rectify the error. Faulty or damaged goods must be reported within five (5) days at the latest, from receipt of the package. In the email, write your order number, reason for the complaint and attach a picture, both of the product you wish to complain about and of the packaging. Please note that you cannot throw away either damaged goods or packaging, before we have handled the complaint. This is because the shipping companies often require pictures as well as packaging and goods in case of transport damage or the like. When returning a claimed product, we are responsible for the shipping and possible replacement delivery of a new product. The item must be returned well packaged and in its original packaging. As soon as we receive the item for review, we try to resolve it in the best way for you. Please note that we sometimes need to contact our supplier for further instructions. According to the Consumer Purchase Act, you as a customer have the right to complain for 3 years after you have received the product. Hayven applies the Consumer Purchase Act's right of complaint. 

The right to claim does not apply where the perceived damage is part of the product and does not affect its function and that this information was stated in the product description. Many of our items are handmade, vintage, recycled or made to look old and worn. If you are not satisfied with your product, the right to regret a purchase can be applied instead.  The money back guarantee with its conditions for returns applies within 14 days of receipt of your order. 

Return slip in case of complaint 

Contact us at info@hayven.se and we will help you with a free return shipping label. Pack the goods well and stick on the return slip and leave the return at the nearest agent. We recommend that you use the return shipping slip you receive from us, as we will receive a tracking number on the shipment. You are responsible for ensuring that the goods arrive safely back at Hayven. Goods that have not arrived are not refunded.  

Goods returned against cash on delivery will not be collected by Hayven.

Return of pre-ordered goods 

In the case of returns of pre-ordered goods when we have brought home a product just for you, money back for 14-days applies. Note that the customer is charged for all shipping fees; both delivery and return shipping if you regret your purchase.  This is important to consider when placing a pre-order, as shipping can be expensive for heavy and bulky goods. This means that free delivery over SEK 800 kr does not apply if you regret your purchase. 

Refund

After receiving your return or complaint, we examine the item and refund/credit your card/invoice. You will receive an email regarding return handling, information on refunds and possibly an updated new invoice. We handle and administer returns on an ongoing basis, with a handling time of 5-10 days. According to the Distance Trading Act, Hayven is required to complete the refund within 30 days. 

Privacy, security & personal data 

When you order from Hayven, you provide your personal data; name, address and telephone number. When registering your personal data and placing the order, you also agree that Hayven stores and uses your data to fulfill our commitment to you. We will not disclose your personal data to third parties. Hayven also documents all communications we have with you via e-mail, to ensure the service you expect from us. 

According to the Personal Data Act (PUL), you have the right to receive the information that Hayven has registered about you as a customer. If the information is incorrect, incomplete or irrelevant, you can request that it be corrected or removed. In that case, contact us via e-mail info@hayven.se

Reservations 

Hayven reserves the right for any errors in information, as well as errors in the specification of all products in the range. All pictures are to be seen as illustrations, we cannot guarantee that the exact appearance or color of the item is reproduced. Sizes given are approximate and sizes may differ as most of our products are made by hand. Hayven reserves itself for possible typographical errors and changes to technical data that are beyond our control. 

Force Majeure

In the event of force majeure, Hayven is released from fulfilling certain obligations in this agreement if a failure is based on so-called extenuating circumstances, as described below, and if the circumstance makes fulfillment difficult, prevents or delays. Exempting circumstances are considered to be a authority's action or omission, new or amended legislation, conflict in the labor market, blockade, strike, fire or flood, sabotage or major accident. Force majeure also includes decisions by authorities that affect the market and products negatively, e.g. restrictions, warnings, sales bans, etc. 

Dispute 

Hayven follows ARN's recommendations in the event of a dispute with a customer.