Refund policy
Returns and refunds
We make everything here in small batches, by hand, and we'd much rather you end up with something you love than something that sits unopened in a cupboard. If something isn't right for you, here's how to send it back.
Changing your mind
You have 14 days from the day your parcel arrives to tell us you'd like to return it. This is your legal right of withdrawal, and you don't need to give us a reason.
If your order arrives in more than one parcel, the 14 days start from the day the last one reaches you.
Once you've told us, you have another 14 days to get the items back to us.
The condition we need things in
We can only take items back unopened, unused, and with any seals intact, in their original packaging. Everything we make goes on skin or into a cup, so once a seal is broken we can't pass it on to anyone else.
You're welcome to open the outer box and look at what you've received, in the same way you would pick something up in a shop. But if items come back to us used or damaged through handling that goes beyond that, we may reduce your refund to reflect the loss in value.
Please keep your order confirmation. It's all the proof of purchase we need.
Starting a return
Email us at info@wisekraut.com with your order number and what you'd like to send back. You can write in your own words, or use the standard withdrawal form if you prefer.
We'll confirm we've got it and send you the return details. Please wait for that confirmation before posting anything, as parcels sent back without a return being agreed first can go astray.
Returns go to:
Wisekraut Hyltarpsvägen 402 233 92 Svedala Sweden
Who pays for the return
You cover the cost of sending items back to us. You're free to use whichever carrier you like; we'd recommend one that gives you tracking, since the parcel is your responsibility until it reaches us.
If the return is because something arrived damaged, faulty, or simply wasn't what you ordered, we pay. See below.
Things we can't take back
A few of our products can't be returned once they're opened, and a few can't be returned at all:
- Balms, butters, lotions and other skincare. Once the seal is broken, we can't accept these back, for hygiene reasons.
- Our dandelion root coffee and other edibles. Same again: sealed for food safety, and not returnable once opened.
- Anything made to order, such as personalised gift sets or blends mixed to your specification.
- Products past, or close to, their best-before date through no fault of ours.
If you are unsure whether an item can be returned, or are simply not satisfied, please write to us before sending it back. We consider each case individually.
If something arrives damaged or isn't right
Have a quick look at your order when it lands. If a product has been damaged in transit, a seal has failed, or we've sent you chamomile when you ordered calendula, email us at info@wisekraut.com with a photo and your order number.
We'll put it right with a replacement or a full refund, whichever you'd rather, and we'll cover the return postage.
This is separate from changing your mind, and it lasts far longer. Under Swedish consumer law you can report a fault for up to three years from the day you received the item. For the first two years we take it that the fault was already there when the product left us, unless we can show otherwise. Naturally this is bounded by the life of the product itself: a balm or a coffee that has simply passed its best-before date has not developed a fault.
Refunds
Once we've received your return and had a look at it, we'll email you either way.
If it's approved, the money goes back to the card or account you paid with. We'll do this within 14 days of you telling us you want to return, though we may wait until the items are back with us, or until you've shown us proof you've posted them.
Your refund includes what you paid for the products, plus the original standard delivery charge. If you chose a faster or premium delivery option, we refund the standard rate.
Banks can take a few extra days at their end. If more than 14 days have passed since we confirmed your refund and nothing has landed, email info@wisekraut.com and we'll chase it.
Exchanges
The quickest route is to return what you have and place a new order for what you'd rather have. That way your new items are on their way to you without waiting for the return to work its way back to us.
Still not sorted?
Email us at info@wisekraut.com.
If we can't resolve things between us, you can refer the matter to the Swedish National Board for Consumer Disputes, Allmänna reklamationsnämnden (ARN). You can apply at arn.se or write to Box 174, 101 23 Stockholm. There is a fee of SEK 150 to file. We follow ARN's recommendations.