Refund policy

 

RETURN & REFUND POLICY

Return Conditions/ Right to withdrawal

If you want to exercise your right of withdrawal of a product, you must notify customer service at shop@tenpoints.se within 14 days of receiving the product. It is okay to try out the shoes, but if the testing damages the shoes to the point so we can´t sell them, deduction will be made from the refund. The right of withdrawal with full refund is for non-used products only. Deduction up to 100% will be made from the refund if the item is not in the same condition as when you received it.

Once you have notified us, you have 14 days to return the product. More information about returns you find under: Shipping & returns

You will find the return form here.

 
The customer will have to pay for all return-shipping costs.

If you use our prepaid label in Sweden, or the return service at www.ups.com in EU the cost will be deducted from the refund. In Sweden 79 SEK and in EU 99 SEK(9,50 EUR). If you live in a non-EU country you will have to book and pay for the return yourself. If returning because of damaged goods or if the return is due to a mistake made by Ten Points AB, we will not deduct any return cost from the refund. Please contact our Customer service at shop@tenpoints.se if you have any problem with the delivery, or the footwear.

Returning a package/withdrawal a purchase in Sweden

Fill in the return form and include it in the shoebox. Put the shoe box in a bag or similar before shipment. Don't use only the box, it has to be covered! Paste the enclosed shipping label (DB Schenker) on the shoe box. If you ordered via Bring please contact our Customer Service at shop@tenpoints.se to get a return label. Leave the parcel at your nearest agent. Find your nearest agent at www.dbschenker.se under the tab ”hitta ombud” or at www.bring.se under the tab ”Privat – utlämningsställe”.

 

Returning a package/withdrawal a purchase in EU

Book the return at www.ups.com by using your trackingnumber from UPS. Type the trackingnumber in the search box and then choose "Return this parcel". Fill in the form and you will get a shipment label. Please note that you need to fill in a reason for the return to complete the booking. Put the shoe box in a bag or similar before shipment. Don't use only the box, it has to be covered. Put the label on the wrapped up shoe box and leave the parcel at your nearest UPS Access Point. Go to www.ups.com and click on ”Locations” to find your nearest UPS Access Point.

Returning a package/withdrawal a purchase in NON EU

Fill in and include the return form in the shoe box. Put the shoe box in a bag or similar before shipment. Don't use only the box, it has to be covered. If possible, please provide us with a tracking number.  Ten Points AB Webshop suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed. It is also the customer's responsibility to ensure that the package is returned to Ten Points Web shop. Please return the parcel to following adress:

Company:  TEN POINTS AB WEBSHOP

Address:  IMPORTGATAN 4

Zip code:  26273

City:  ÄNGELHOLM

Country:  SWEDEN

Email:  shop@tenpoints.se

Phone:  +46 431 44 50 70 

 

Exchange a product

We are not able to exchange products such as different size or different colour. You need to return the product and place a new order. 

Refunds 

If the return is approved, your refund for the shoe cost will be processed. A credit will automatically be applied to your credit card or original method of payment, within a number of days. Please note that if you use our prepaid return lables in Sweden and in EU the cost for the return will be deducted from the refund. We take care of all returns in order so it might therfore take a few days after we receive you parcel before you get your refund, but never more than 14 days after you exercise your right of withdrawal of a product.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account, Paypal or Klarna. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@tenpoints.se

How to return a defect product or a claim

Please contact customer service at shop@tenpoints.se as soon as you discover the defect and have your order number at hand. You should make the complaint withing reasonable time from when the fault was discovered or should have been discovered. Inform Customer Service about the problem and we will help you. If it is an approved complaint that is not repairable, we pay for the return cost and reimburse you up to 100%.  If it is repairable, we pay for the repair. Please note that if it is not an approved complaint, the customer will have to pay for the return shipping.

If you have purchased your Ten Points shoes in another store please contact the store where the purchase was made and they will help you out.

We follow the general complaints board´s recommendations, that means that you have 3 years right of complaint. We resolve any dispute with either Allmänna reklamationsnämnden (ARN) in Sweden or the European Commission Online Dispute Resolution (EU ODR). 

If you as a consumer want to report your case and get dispute resolution you turn to: 

Allmänna Reklamationsnämnden, BOX 174, 101 23 Stockholm  https://arn.se/   

EU ODR https://www.ec.europa.eu/odr

All enquiries: shop@tenpoints.se