Right of withdrawal

The 14-day withdrawal period

Under the EU Consumer Rights Directive (2011/83/EU), as implemented in the country where you live, you may withdraw from a distance purchase within 14 days. The period starts on the day you, or someone you have named to receive the parcel, take physical possession of the goods. If the order is delivered in several parcels, the period starts on the day the last parcel arrives. You do not have to give a reason, and you are not charged a fee for withdrawing. It is enough that you send your notice before the 14 days have passed; the goods themselves may be returned afterwards, within the deadline set out below.

How to notify us

Tell us clearly that you wish to withdraw from the purchase. The simplest way is to email support@elementric.com with your order number and the date you received the goods, or to use the model withdrawal form at the bottom of this page. You may also write to Elementric AB, Grevgatan 43, 114 53 Stockholm, Sweden. Any clear statement is valid; the form is offered for convenience and is not compulsory. Keep a copy of what you send, since it is for you to show that you gave notice in time. We will confirm receipt of your notice by email without undue delay.

Returning the goods

Send the goods back to us without undue delay and in any case within 14 days of the day you told us you were withdrawing. Return the mat with the accessories and any documentation that came with it, and use the original packaging or equally protective packaging so the product is not damaged in transit. Please include your order number in the parcel. We will confirm the return address when we acknowledge your notice; do not send goods back before you have told us you are withdrawing, as an unannounced parcel may not be identified as a return.

The condition of returned goods

You may handle and inspect the product to establish its nature, characteristics and how it works, in the same way you would be able to in a shop. You may open the packaging, look at the mat and read the guides. You are liable for any reduction in the value of the goods that results from handling beyond that, for example if the mat has been installed under a sink and used, if the batteries have been activated and the mat registered in the app, or if the mat is returned soiled, wet or with parts missing. Where that applies, we deduct an amount corresponding to the reduction in value from the refund and tell you how it was calculated.

Who pays the postage

We refund the delivery cost you paid on the original order, at the rate of the least expensive standard delivery we offered. If you chose a faster or more expensive delivery, the extra amount is not refunded. You bear the direct cost of returning the goods to us, unless we have agreed otherwise in writing or the return is because the product was faulty or was not what you ordered. In those cases the return is at our expense and the matter is handled under your statutory rights in respect of faulty goods, which are separate from and unaffected by the right of withdrawal.

Your refund

We refund all payments received from you, including the original delivery cost as described above, without undue delay and at the latest within 14 days of the day we were informed of your decision to withdraw. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them, whichever happens first. The refund is made using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise, and it costs you nothing.

When the right of withdrawal does not apply

The right of withdrawal applies to consumers. It does not apply to purchases made by a company, a housing association, a property owner or another business buyer, whose purchases are governed by the agreed commercial terms. Under the Consumer Rights Directive the right also does not apply to certain kinds of goods and services, in particular goods made to the consumer's specification or clearly personalised, such as mats printed with a customer's own logo; goods that by their nature become inseparably mixed with other items after delivery; and sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed. Where an exception applies to your order, we state it before you place the order.

Complaints and faulty goods

The right of withdrawal is separate from your statutory rights if a product turns out to be faulty. If something is wrong with your mat, contact support@elementric.com and we will deal with it under the consumer sales law that applies where you live. If we cannot agree, a consumer in Sweden may refer the matter to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), whose decisions we follow, and consumers in other EU or EEA countries may turn to the equivalent body in their own country.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. Send it to Elementric AB, Grevgatan 43, 114 53 Stockholm, Sweden, or by email to support@elementric.com.

To Elementric AB, Grevgatan 43, 114 53 Stockholm, Sweden, support@elementric.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.