Terms & Conditions

1. GENERAL
These terms of purchase and delivery ("Terms of Purchase") apply to www.hemosjal.se (the "Site") which is owned and operated by CKAY Ecom AB ("HOUSEOUL", "We", "Us", "Our").
The terms of purchase apply to all purchases and orders made on the site by customers residing in all of the world.

We follow the consumer legislation in the customer's country where this is prescribed by EU rules. As our customer, you have the right to request information about your personal data in accordance with our privacy policy. You also have the right to request that your personal data be amended or deleted.
If you have any questions, please contact us via our contact form and we will get back to you as soon as possible. We aim to respond to your request within 48 hours during working days.

1.1 Purchase agreement
A purchase agreement is concluded when you choose to register your order at the checkout. An order confirmation is then generated automatically without manual review. If a possible error in the order occurs, we will contact you to handle the matter further, it may be a reservation, that the item you ordered has a changed delivery time or other unforeseen events.

1.2 Age limit
We only enter into agreements with adults (18 years and over), or minors with the permission and approval of the parent or guardian. Possible exceptions exist in accordance with the Parental Code.

1.3 Prices
The prices we have on the site are our current prices including 25% VAT. The VAT is included in the total cost that you see in the checkout, unless you change to company order in the checkout. If the VAT rate changes, we reserve the right to change the prices accordingly. Price adjustments may also be made at any time without notice. Prices do not include shipping costs. Any shipping costs will be added at checkout before you make your purchase.

1.4 Incorrect prices
We have many items on the site and in some rare and unusual cases a price may be incorrect. If you purchased a product at an obviously incorrect price, we will contact you and we reserve the right to adjust the price and charge the difference, or allow you to cancel the purchase and get a refund. We also reserve ourselves for printing errors and inaccuracies in our marketing, newsletters and other external communication. In these channels, the same applies as for obviously incorrect prices on the site.

1.4 Availability
We strive to have as much as possible in our own warehouse, but a certain proportion of our range is made to order. As soon as we receive your order, we place an order with our supplier. If the delivery is delayed or the product is no longer available from the supplier, we will contact you by email. In cases where the product is no longer available, we will credit your purchase.

1.5 Guarantees
As a retailer, we follow the manufacturer's recommendations. Some manufacturers offer extended warranties and in cases where this is relevant, you will find more information in the product description. You obviously have a three-year right of complaint under the Consumer Purchase Act if the product you bought does not have a warranty, see point 6 below.

1.6 Product information and images
We reserve the right that product information on the website may be incorrect due to printing errors or technical errors. Please note that product images on the website can sometimes differ from reality and are not always an accurate representation of the real product. Colors, materials and appearance may vary due to image quality and monitor settings.

1.7 Information and contact details
Main office
HOUSEOUL.COM
CKAY Ecom AB
Elinebergsvägen 4B
256 59 Helsingborg
Sweden

Company information
CKAY Ecom AB
support@houseoul.com
Org.nr 559463-8784

 

2. DELIVERIES
2.1 Delivery options
We constantly strive to offer fast, safe and punctual deliveries at competitive prices. This is something that is constantly being developed and improved. Please visit our delivery information page for up-to-date information on carriers, prices and delivery times.

2.2 Processing time
For orders where all products are in stock, we normally have a processing time of 1-2 working days before they are shipped with a carrier from our warehouse. If the product is not in stock, we first place an order with our supplier. As soon as the product is back in stock, the normal handling time applies. During holidays and major weekends such as Christmas shopping and Black Friday, the handling time may be affected.

2.4 Delivery times
On the site, we communicate the expected delivery time on the respective product page when it comes to order goods that we do not have in stock. These delivery times vary between different suppliers and can change continuously. We cannot influence our suppliers' delivery time to our central warehouse, but will notify you by e-mail in case of any delays according to point 2.5 below.
Please visit our delivery information page to see delivery times for all our shipping options and carriers. Please note that we cannot make any guarantees about our suppliers' delivery times to our central warehouse.

2.5 NOTIFICATIONS AND CONFIRMATIONS
2.5.1 Order confirmation
After placing an order, you will receive an order confirmation shortly afterwards with information about your purchase, as well as the current stock status of all order lines.

2.5.2 Updated delivery information
If your delivery is delayed, you will be notified by e-mail as soon as we have received a new expected delivery date from our supplier. The same applies if any of your products are out of stock.

2.5.3 Delivery notification
When your order is shipped from our warehouse, you will then receive a delivery notification by e-mail. The delivery note contains a tracking link so that you can follow your order all the way to your home or to an agent.

2.5.4 SMS notification
Finally, you will be notified by SMS when your package is available for collection or when you can expect a home delivery.

2.6 Partial deliveries
In Sweden, we apply partial deliveries as standard. This only applies to orders where parts of the order are not in stock and must be ordered from the supplier. In these cases, you will receive multiple deliveries.

2.7 Delivery delays, claims and insurance
Once your order has left our warehouse, delivery responsibility passes to the shipping company and we cannot provide any delivery guarantee. We reserve the right to exempt ourselves from all claims for compensation to the customer regarding delivery delays caused by our suppliers or by shipping companies after collection at our central warehouse. If your home delivery order is missing from the doorstep despite a delivery message from the logistics partner, we ask you to file a police report of theft and we will send you a new item or refund your purchase.

2.8 Bulky goods and home deliveries
When ordering furniture or other products that are bulky and do not fit in a postal outlet, we offer home delivery. Home deliveries are normally not included in our free shipping offers. Please see our separate delivery options page for details, prices and updated information on home delivery of bulky items.

Furniture or other large/bulky interior items are more difficult for logistics companies and agents to handle, often because they are space consuming. This means that the goods take up more space for various reasons, which in turn affects the freight cost for all parties in the logistics phase. The logistics industry is working hard to improve the processes for handling heavy/bulky goods so that the experience is as smooth as possible throughout the chain up to you as a customer.

2.9 Uncollected package / not received home delivery
Your package normally remains at the agent/terminal for 14 days after it has arrived. Should you not pick up your package within these days, the package will be returned to us and we will charge you €25 for unclaimed packages. If you change your mind when the package has been sent from us, you need to receive the package and then send it back to us, otherwise it will be registered as an "unclaimed package" and you as a customer will be charged the corresponding amount.
If your order at home delivery is missing outside the door despite the delivery message from the logistics partner, we ask you to file a police report of theft and we will send you a new item or refund you for your purchase.
For unclaimed packages / deliveries of standard size / weight, €25 is charged.

 

3. PAYMENT
3.1 General
In Sweden, we offer Klarna Checkout ("Klarna") as a payment method. Klarna in turn offers several different options for you as a customer to make your payment. Klarna presents certain information to you as soon as you are identified. What information you need to provide to achieve identification may vary between different purchase occasions and customers.
A credit report is never taken directly by Klarna, but when necessary depending on the payment option you have chosen. Credit information taken by Klarna does not affect your credit rating and cannot be seen by others who request credit information about you, such as banks. Once you have been identified, Klarna shows you which options are available to you. Invoice is the default payment option, but you can of course freely choose any of the other options such as direct payment via bank or payment by card.

3.2 Payment options
3.2.1 Invoice
We offer through Klarna the possibility to pay within 14 days after your purchase or direct payment. In some cases, the payment period can be even longer, but for an additional fee. Your invoice is activated and sent to you via the email address you provided at the time of purchase. The invoice is sent at the same time as your order is shipped from our central warehouse. If your order is sent as a partial delivery, a partial invoice will be sent to your email address via Klarna.

When you choose to pay by invoice, Klarna performs a credit check. If a credit report is taken, you will be notified of this and receive a copy of the credit report by mail or e-mail. For full terms and conditions for invoice payment, please click on the "Terms and Conditions" link in the checkout after selecting invoice as a payment method.

3.2.2 Partial payment
You can choose to split your payment into several installments for a fixed monthly fee and an interest charge. Please visit Klarna for detailed terms and conditions for this.

3.2.3 Direct payment
Klarna Pay Direct allows you to make a payment from your bank account. Klarna never shares your bank details with anyone except your bank. Direct debit payments are offered to customers after an approved credit check, which in some cases involves obtaining a credit report. Normally, the money is withdrawn from your account two banking days after we have processed your order, usually when the goods are shipped by us. You can read more about when the money is deducted from your bank account and what applies to your payment in Klarna's terms and conditions for direct debit.

3.2.4 Bank cards
In Klarna Checkout you can also choose to pay directly with one of the following bank cards: VISA, Mastercard, American Express.

3.3 Refunds
Once we have received, processed and approved your return, we will refund you. We will pay for your return shipping. Conditions and processing time for this are handled separately under point 5 below. A confirmation is then sent by e-mail and a refund is always made to the same payment card that was used when you completed your purchase. If you have chosen to pay by invoice, Klarna will contact you by e-mail for further information regarding the refund.

4. Gift cards and discount codes
At the checkout on the site, you have the opportunity to enter a code for a gift card and/or discount code.

4.1 General about gift cards
You can buy gift vouchers from us. Gift vouchers are delivered digitally by email. The gift cards can be purchased with a value of any amount between 100 - 5000 SEK and can be redeemed at the checkout. For the purchase of gift cards, please contact us through our contact forum or write to us at support@hemosjal.se.

 

4.2. Validity period for gift vouchers
Our gift cards are valid for two years after activation.

 

5. right of withdrawal and returns
If you are not satisfied with your purchase, you have a 30-day right of return from the day you received your order. If your order was delivered in several batches, the date of each product and delivery applies. We reserve the right to deduct from the refund amount a sum corresponding to the decrease in value compared to the original value of the product in case of a used or damaged product.

 

5.1 Right of withdrawal
5.1.1 Canceling an unprocessed order
If you want to exercise your right of withdrawal and the processing of your order has not started, you can cancel your purchase. If your order is partially delivered and you want to exercise your right of withdrawal on the part of your order that has not yet been processed by our warehouse staff, you can also cancel that part of your purchase.
You can also remove products from your order after it has been placed, provided that processing has not started. To cancel your order or remove products from it, please contact our Customer Service.

 

5.1.2 Canceling an order after delivery
If you want to exercise your right of withdrawal on an order after stock management has started, you must receive the order and then return it to us in the usual way. If you do not collect the order, it will be treated as an uncollected order in accordance with clause 2.9 of the Terms of Purchase.

 

5.1.3 Validity
Cancellation is not valid until you receive a confirmation from us by email or phone.

 

5.2 Returns
If you are not satisfied with the product, you can send it back to us and get your money back. Contact us and we will help you with your return. We will also pay for your return shipping.
On the refund amount, we reserve the right to deduct a sum corresponding to the decrease in value compared to the original value of the product in case of a used or damaged product.
In the event of a return, the goods must be sent back to us within 14 days of the date on which you requested a return.

 

5.3 Condition of the goods
You have the right to unpack and check the finish and function of the product. The goods must be in their original condition and packed in their original packaging when they are returned to us. Please note that the original packaging should not be used as the outer carton as the product may be damaged and you may receive a depreciation deduction. The product must be in unaltered condition and, for example, not assembled if the product you ordered requires assembly.

 

5.4 Reduction in value deduction
We reserve the right to make a value reduction if the condition of the product has changed to such an extent that it can no longer be sold to another customer without making a deduction from the sales price. The deduction is made from the total amount of the return before it is refunded to you. We assess the size of the deduction for each unique return, but the minimum deduction is SEK 250.

 

5.5 Return cost
If you want to return your order, contact us and we will send you a return slip, we will not charge you for the return cost.

 

5.6 Transport responsibility
Transport responsibility means that you are responsible for ensuring that your shipment reaches us in one piece. Therefore, please pack the goods extra carefully so that they are not damaged during the journey and preferably use an option where you can track the shipment, such as a parcel or registered letter. When returning packages from abroad, it is very important that you mark the package with RETURN to avoid extra costs.

 

5.7 Handling time
Once your return has arrived in our warehouse, we reserve a processing time of up to 20 working days to inspect the condition of the product and register the products as returned.

 

5.8 Refund
We make the refund after the processing time and once your return is registered and approved by our warehouse staff. It then normally takes 5-7 banking days before Klarna has refunded the money to your account. A confirmation is sent via email and a refund is always made to the same payment card that was used when you completed your purchase. If you have chosen to pay by invoice, Klarna will contact you at your e-mail address for further information regarding the refund.

 

5.9 Return of special orders
The right of return does not apply to special orders. An order is a special order if it concerns a product that is not available on the website, for example if you contact customer service to buy a spare part for a product. You will be informed by Customer Services in advance if your order qualifies as a special order.

 

6. COMPLAINTS
6.1 General conditions
We apply the Consumer Purchase Act's right of complaint, which means that you have a three-year right of complaint after you have received the goods. This assumes that all care instructions are followed and that normal care has been taken. In the event of a complaint, we recommend that you contact our customer service for faster handling, who will then help you with the procedure. You will then be asked to provide photographic evidence where the fault/defect is clearly visible.

We always follow the recommendations of the General Complaints Board (ARN) for complaints and disputes. Read more under point 8.

In the event of a complaint, the defect must be reported as soon as possible or as soon as the defect has been discovered. Notification of defects in the product within two (2) months is always considered within a reasonable time. In the case of an approved complaint, we as a merchant are responsible for all costs associated with the return, including all shipping.

6.2 Procedure
Should you not be satisfied with the product or if it has been broken in the delivery, we would like you to send us pictures of the defect together with your order number via the contact form. As soon as we receive this, we will get back to you with an answer in your case.

6.3 Fees
If the complaint is approved, a prepaid return shipping label will be sent to you by customer service if we deem a return to be necessary. (In some cases, no return of the defective product is needed.) When we receive the claimed product, the error is re-examined and then a new product is sent to you. Thus, you do not pay any return shipping for the claimed product or shipping for the new product.

6.4 Questions and answers
At our customer service, we have collected common questions and answers about complaints. Please go through these before you contact us or start a complaint process.

7. PRIVACY POLICY
We care about your privacy. We therefore want to inform you about how we process the personal data you provide to us and what rights you have. This is specifically addressed in our privacy policy.

8. DISPUTES
Complaints or comments regarding our services or products should be communicated to our customer service via the contact form here. If you are not satisfied with our handling of your case, you are welcome to contact your local consumer counselor or the General Complaints Board (ARN). We always follow ARN's recommendations. Contact details:

General Complaints Board
Box 174
101 23 Stockholm
http://www.arn.se

The European Commission also has a website that will make it easier for consumers and traders to resolve disputes through an online system (ADR/ODR) Alternative or Online Dispute Resolution. The platform is available here.

9. FORCE MAJEURE
We are exempt from any penalty for failure to perform a particular obligation under this contract if the failure is due to an exonerating circumstance as set out below and the circumstance makes performance difficult, prevents or delays performance. Exonerating circumstances shall be deemed to include, inter alia, official action or omission, amended or new legislation, conflict on the labor market, blockade/strike, fire or flood, sabotage or major accident. Force majeure also includes decisions by authorities that negatively affect the market and products, such as restrictions, warnings, sales bans, etc.