How to submit a product complaint:
1. Start a complaint case
Send an email to firstname.lastname@example.org (or contact us through the help button down to the right) with the subject line "COMPLAINT" and a message that briefly describes which product you wish to submit a complaint about and why.
Your email should contain the information below so we can make a quick preliminary assessment:
- Order number
- Brand and product
- Description of the defect
- The area on the product where the defect is found
- Image(s) of the damage
2. Initial assessment of the complaint
Once we receive your email, we do an initial assessment of your complaint. The assessment is done based on the respective brand’s policy for complaints.We will respond to you by email within 72 working hours to inform you whether we will proceed with the case and to provide you with further instructions. We always strive to find the simplest solution possible for you as a customer.We occasionally ask you to send us the product in a complaint case so we can do a physical assessment. If this is necessary, we are responsible for shipping costs.
3. Approved or rejected complaint cases
If we approve your complaint, we will take the action that is most appropriate for your case. Actions we may take include:- Repairing your item
- Price reduction
- Refunding the amount you paid for the product
- Exchange for another product provided that we have it in stock.
If we reject your complaint, no further action will be taken. If you had sent us the product for inspection, you can choose to have the item sent back to you or we can discard it for you. If we do not receive a response from you within 30 days from the date we sent you the case decision by email, we will discard the product.
The complaint process usually takes up to 30 days from the date you first contact us. The reason the process can potentially take so long is that in certain cases, we need to follow the brand's policy for handling complaints. For example, some brands require that we contact them for approval.All complaints are processed in the order they are received.
When is it considered a complaint?
A complaint can be submitted when there is an original defect on the product, for example, a manufacturing defect. Zoovillage is not obliged to remedy any defects due to wear. The consumer shall submit a complaint regarding the product defect within a reasonable time after the defect was discovered; if the consumer submits a complaint within 2 months, it shall be considered to be within a reasonable time.
The Consumer Sales Act (Sweden)
Zoovillage fully complies with Sweden's Consumer Sales Act, the law gives you the right to submit a complaint about a product within 3 years from the time of purchase, provided that the product was defective at the time of delivery. The right to submit a complaint applies regardless of whether the defect is visible or hidden. Read more about the Consumer Sales Act here
National Board for Consumer Complaints (ARN)
If a dispute arises that we cannot resolve, we recommend that you contact National Board for Consumer Complaints here. We always comply with the recommendations of the board.
All packages leaving our facilities are insured.If a package is damaged at the time of pick-up or delivery, you should report it directly to your agent and then immediately contact Zoovillage customer service. You must always report a damaged package to your agent and Zoovillage in a reasonable time.If you have already picked up your package and then discovered damage to the products in the package, you should contact Zoovillage customer service immediately. Complaints relating to transport damage must be received by us within a reasonable time after the defect was discovered or should have been discovered, no later than a few days after you received the package.
All product packaging and outer packaging must be retained for inspection purposes and evidence. If transport damage is discovered, the package must be left in the condition it was received and photographed. You must then contact customer service for further instructions on how to proceed with your complaint. We advise against returning the package or discarding the packaging. This is to better ensure compensation will be received for complaints.