Refund policy

If you are not satisfied with your purchase, you are welcome to withdraw from or return it. Here is how it works. The full purchase terms can be found in our terms of service.

1. Right of withdrawal and right of return

As a consumer, you have a 14-day right of withdrawal under the Swedish Distance and Off-Premises Contracts Act (2005:59). The withdrawal period is counted from the day you received the goods.

In addition to the right of withdrawal, we give you a 30-day right of return from the delivery date. This is a voluntary extension. If we change it, your statutory 14 days always apply as a minimum.

Exception for dietary supplements: Sealed goods that, for health or hygiene reasons, are not suitable for return are not covered by the right of withdrawal or the right of return once the seal has been broken. This applies, for example, to opened tubs and powders. As long as the seal is unbroken, you can withdraw from or return the purchase.

You may examine the goods to assess their characteristics, just as you would have done in a physical store, without losing your right of withdrawal. If the goods have been handled more than that, the diminished value may be deducted from the refund.

2. Complaints in the event of defects

If an item is defective, you have a three-year right to complain under the Swedish Consumer Sales Act (2022:260), counted from when you received the goods. If you file a complaint within two months of discovering the defect, it is always considered to have been made in time.

A complaint is something different from withdrawal. In the event of a defect, we are responsible for putting it right in accordance with the law, for example by repairing, replacing or refunding. Contact us at info@pumplab.se with your order number and a description of the defect (images are appreciated).

3. How to make a return or an exchange

  1. Email us at info@pumplab.se with:
    • Your name and order number
    • Whether you want to withdraw from the purchase, exchange it for another product, or file a complaint about a defect
    • Images or other documentation if the item is damaged or defective
  2. We reply with a return shipping label that you print out and attach to the parcel.
  3. Drop the parcel off at your nearest service point. We pay the return shipping.
  4. Once we have received the parcel and checked its contents, we begin the refund, or send the new product if you have chosen an exchange.

4. Refunds

We refund you within 14 days of receiving your return or your notice of withdrawal, using the same payment method you used for the purchase. If you paid with Klarna, the invoice is adjusted or removed there instead.

When you exercise the right of withdrawal, you get back what you paid for the goods. If you paid shipping for the original delivery, you get back the amount corresponding to our cheapest standard delivery, in accordance with the law.

5. Uncollected parcels

If you do not collect your parcel, it is returned to us after about 10 days at the service point. We email you as soon as it is on its way back.

  • Want the parcel sent again? Reply to the email and we will book a new delivery. A new shipping fee applies.
  • If you do not reply within 30 days, we automatically cancel and refund the order. The cost of the return shipping to our warehouse is then deducted from the refund.

See also the shipping policy, section 8.

6. Shipping Protection

If you added Shipping Protection at checkout, you have extended coverage for damaged, lost or severely delayed parcels, with a faster process. Read more in the shipping policy, section 4.

7. PUMPLAB Loyalty in the event of a return

If you are a member of our membership program, we adjust your account once a return has been processed:

  • Accumulated purchase total: the refunded portion (the value of the goods, not shipping or VAT) is deducted.
  • Points: we reverse the points you earned on the refunded portion. If you redeemed points as a discount on the order, the corresponding points are also reversed.
  • You keep your tier.

The full rules can be found in the terms of service, section 11.7.

8. Damage on receipt

Inspect the parcel as soon as it arrives. If the packaging or the contents are damaged, take photos immediately and contact us at info@pumplab.se. The sooner we receive images, the easier it is for us to work out what happened and arrange compensation.

9. Contact

PumpLabSupplements AB
Kungsängsvägen 17A, 753 23 Uppsala
Email: info@pumplab.se

Version: 1.0, 2026-07-11.