Återbetalningspolicy
Applies to purchases made from Scarlet Intimates, operated by Altoriq Group AB, company registration number 559583-4200.
Returns, Right of Withdrawal, 365 Day Open Purchase and Delivery Terms
Last updated: 23 May 2026
This policy applies to customers in Sweden, Norway, Denmark, Finland and other countries where Scarlet Intimates sells its products. Nothing in this policy limits or removes any mandatory consumer rights that apply under the law of your country. If local mandatory consumer law gives you stronger rights than this policy, those rights will always apply.
1. Statutory right of withdrawal
If you buy from us online as a consumer, you normally have a statutory right to withdraw from your purchase within 14 days from the day after you receive the product. If your order is delivered in several shipments, the 14 day period normally starts from the day after you receive the last product in the order.
To use your statutory right of withdrawal, you must clearly notify us within the withdrawal period that you want to cancel your purchase.
You can contact us at:
info@scarletintimates.com
Your message should include:
- Your order number
- Your full name
- The product or products you want to return
- A clear statement that you want to use your right of withdrawal
After notifying us, you must return the product without undue delay and no later than 14 days after you informed us that you want to withdraw from the purchase.
2. Important hygiene rule for intimate products
Scarlet Intimates sells intimate hygiene products. For health and hygiene reasons, special return restrictions apply.
If a product is delivered with a hygiene seal, protective seal, protective packaging, security strip or other hygiene protection, the statutory right of withdrawal does not apply once that seal or protection has been opened, broken, removed or damaged after delivery.
This means that we cannot accept returns or issue refunds for intimate products that have been:
- Opened after delivery where the hygiene seal or hygiene protection has been broken
- Tried on against the body
- Used
- Washed
- Handled in a way that makes the product unsuitable for resale for health or hygiene reasons
- Returned with stains, marks, hair, odor, moisture, damage or signs of use
- Returned without all original packaging, seals, labels, inserts and included items in acceptable condition
You may inspect the product carefully in the same way you reasonably could in a physical store. For intimate hygiene products, this normally means inspecting the product visually without breaking the hygiene seal or opening protective packaging that protects the product for hygiene reasons.
If the hygiene seal or protective packaging has been broken, opened or removed, the product can no longer be returned under the right of withdrawal unless the product is defective and you have a valid legal complaint.
This hygiene rule does not affect your legal rights if the product is faulty, damaged on arrival or not as described.
3. 365 day open purchase
In addition to the statutory right of withdrawal, we offer a voluntary 365 day open purchase period from the day after delivery.
This is a voluntary commercial return option and only applies if all conditions below are met.
To qualify for our 365 day open purchase, the product must be:
- Completely unused
- Unwashed
- Untried against the body
- Unopened where the product is protected by hygiene packaging
- Returned with intact hygiene seal or hygiene protection
- Returned in its original packaging
- Returned with all labels, inserts, accessories and included items
- Free from stains, marks, hair, odor, moisture, damage and signs of handling
- In a condition that allows the product to be sold again as new
If any of these conditions are not met, we may reject the return due to hygiene, health, quality and resale reasons.
The 365 day open purchase does not apply to products that have been opened, tried, used, washed or handled in a way that makes them unsuitable for resale.
4. How to start a return
Before sending anything back, contact us by email at:
info@scarletintimates.com
Please include:
- Your order number
- Your full name
- The product or products you want to return
- Whether the product is unopened and unused
- Photos of the product and packaging if requested
- If the matter concerns a defect, clear photos or video showing the issue
We will provide return instructions and the correct return address. Products must not be sent to our postal address in Sweden unless we have specifically instructed you to do so.
Returns that are sent without clear order information, without prior contact or to the wrong address may be delayed, refused or impossible to identify.
5. Return shipping
For returns under the statutory right of withdrawal and our 365 day open purchase, the customer is responsible for paying the return shipping cost.
The return shipment must be sent with a trackable shipping method. You are responsible for the product until it has been received by us or by the return address provided by us.
We are not responsible for return shipments that are lost, delayed, sent without tracking, sent to the wrong address or delivered without sufficient order information.
If a product is confirmed to be defective, damaged on arrival or incorrect due to an error on our side, we will provide a legally appropriate solution, which may include replacement, repair, refund or reimbursement of reasonable return shipping where required by applicable law.
6. Refunds
If you validly use your statutory right of withdrawal, we will refund the eligible amount without undue delay and no later than required by applicable law.
We may withhold the refund until we have received the product back or until you have provided proof that the product has been returned, whichever occurs first.
Refunds are normally issued to the same payment method used for the original purchase, unless otherwise agreed.
If you paid for standard delivery, the standard delivery cost will be refunded where required by law when you validly withdraw from the entire purchase. Extra costs for upgraded delivery options, express delivery, priority handling or other optional services are normally not refunded unless required by law.
If the returned product shows signs of handling beyond what is necessary to inspect it, or if the product has lost value due to handling, damage, missing packaging, broken packaging or missing parts, we may deduct an amount corresponding to the loss in value where permitted by law.
For intimate hygiene products, opened or used products are normally not eligible for refund due to health and hygiene reasons unless the product is defective.
7. Buy 1 Get 1 campaigns and bundle offers
If your order was placed during a campaign, bundle offer or Buy 1 Get 1 promotion, the promotion conditions apply to the whole offer.
If you return the full purchase, all products included in the campaign or bundle must be returned.
If you choose to keep one or more products from a bundle or promotion, the refund may be adjusted so that the products you keep are charged at their applicable regular or campaign adjusted price.
A free product is only free when the full campaign conditions are fulfilled. If part of the offer is returned, the value of the free or discounted item may be deducted from the refund where permitted by law.
8. Exchanges
We may offer exchanges where possible, but exchanges are not guaranteed unless required by applicable law.
For hygiene reasons, exchanges of intimate products are only possible if the product is completely unused, unwashed, untried, unopened where hygiene protection applies, and returned with intact hygiene seal or protective packaging.
If the requested exchange product is unavailable, we may offer another solution, such as store credit, replacement or refund where applicable.
9. Complaints and defective products
If you believe that your product is defective, damaged on arrival or not as described, contact us as soon as possible at:
info@scarletintimates.com
Please include:
- Your order number
- A clear description of the issue
- Photos or video showing the defect
- Photos of the packaging if the product arrived damaged
You must notify us within a reasonable time after discovering the issue. In many countries, notifying the seller within two months after discovering a defect is considered to be within a reasonable time.
Your legal complaint rights depend on the country where you live and the mandatory consumer law that applies to your purchase.
As a general guideline:
- In Sweden, consumers normally have a right to complain about original defects for up to 3 years.
- In Denmark, consumers normally have a 2 year legal warranty period for faulty goods.
- In Norway, the complaint period is normally 2 years for products such as clothing and textiles, and 5 years for products intended to last significantly longer.
- In Finland, the seller is responsible for defects according to Finnish consumer protection rules, assessed based on the product, the defect and the expected normal service life.
This section does not limit any mandatory consumer rights you may have under local law.
A product is not considered defective simply because of normal wear and tear, incorrect washing, misuse, accidental damage, failure to follow care instructions, incorrect size selection or personal preference.
10. Delivery times
We always aim to process, ship and deliver orders as quickly as possible and within the delivery estimates shown at checkout or on our website.
Delivery estimates are estimates and not guaranteed delivery dates unless we have expressly stated otherwise in writing.
Most orders are delivered within the estimated delivery window. However, delays can occasionally occur due to circumstances outside our direct control.
Examples of circumstances that may affect delivery times include:
- Carrier delays
- Customs processing
- Import processing
- Incorrect or incomplete delivery information provided by the customer
- High order volumes
- Peak season pressure
- Public holidays
- Weather disruptions
- Strikes or labor disruptions
- Security checks
- Geopolitical events
- Armed conflicts or war affecting international transport routes
- Other events outside our reasonable control
If a delay occurs, we will do our best to help and provide available tracking or delivery information. A delay caused by a carrier, customs, international transport disruption or other external event does not automatically mean that the order is lost or that the purchase is cancelled.
If your order has not arrived within the estimated time frame, please contact us so we can investigate the shipment and assist you.
11. Customer responsibility for delivery information
The customer is responsible for providing complete and correct delivery information at checkout.
If an order cannot be delivered due to incorrect, incomplete or outdated delivery details provided by the customer, the customer may be responsible for additional costs related to reshipping, correction, return handling or failed delivery, where permitted by law.
If a parcel is delivered to a pickup point, parcel locker or similar delivery location, the customer is responsible for collecting the parcel within the carrier’s stated collection period.
If the parcel is not collected and is returned to sender, we may deduct reasonable costs for return handling, shipping and administrative processing from any refund where permitted by law.
12. Unclaimed parcels
An unclaimed parcel is not the same as a valid return or a valid use of the statutory right of withdrawal.
If you want to cancel your purchase, you must clearly notify us that you are using your right of withdrawal within the applicable withdrawal period.
If a parcel is not collected and is returned to us or to our logistics partner, we may charge or deduct reasonable costs for shipping, return shipping, handling and administrative processing where permitted by law.
13. Payment disputes and chargebacks
If there is an issue with your order, delivery, return or refund, you should contact us first at:
info@scarletintimates.com
We handle customer service matters, delivery investigations, returns, complaints and refund requests according to this policy and applicable law.
Opening a payment dispute or chargeback before contacting us may delay the resolution because the matter may then need to be handled through the payment provider or bank process.
If a payment dispute is opened, we may provide the payment provider with relevant order information, tracking information, customer communication, return status, delivery documentation and policy information to respond to the dispute.
14. Products that cannot be returned
For health and hygiene reasons, the following products cannot be returned unless they are defective:
- Intimate products where the hygiene seal or protective packaging has been opened, broken, removed or damaged
- Products that have been tried on against the body
- Products that have been used or washed
- Products with stains, marks, odor, hair, moisture, damage or signs of use
- Products missing original packaging, hygiene protection, labels, inserts or included items where this affects hygiene, quality or resale condition
If you are unsure whether your product can be returned, contact us before sending it back.
15. Refused returns
We reserve the right to refuse a return if the product does not meet the return conditions in this policy or if the product cannot be accepted for health, hygiene, quality or resale reasons.
If a return is refused, we may offer to send the product back to you. The customer may be responsible for the shipping cost of returning the refused product, where permitted by law.
If the customer does not respond within a reasonable time after we have informed them that a return has been refused, we may handle the product according to our internal routines and applicable law.
16. Contact information
Scarlet Intimates is operated by Altoriq Group AB
Company registration number: 559583-4200
Email: info@scarletintimates.com
Postal address: Träslövsvägen 171R, Våning 1, 432 37 Varberg, Sweden
Please note that the postal address above is not a visiting address and should not be used for returns unless we have specifically instructed you to send a return there.