If a product differs from the purchase agreement or does otherwise not correspond to the description provided by Swedish Match, you as a consumer have the right to make a complaint about the product to Swedish Match.
In that case you’re welcome to make a complaint about your product. You can find all information on how to file a complaint here.
The right of complaint only includes faults at delivery (and not faults that for instance occurred due to the product’s expired shelf life or due to normal wear and tear). You need to notify Swedish Match about the fault within a reasonable time from when you discovered or should have discovered the fault and at the latest three years after you received the product. Swedish Match therefore recommends you to carefully inspect products directly upon receiving them.
Depending on the type of product fault (e.g. smell/taste of the snus) we may require you to return the product to us. You are responsible for the products you return. Swedish Match thus recommends you to package the product in a way that doesn’t risk damages during transport. The product should, if possible, be returned unused and in its undamaged original packaging (e.g. do not write, tape, or put stamps on the original packaging).
Depending on the extent of the damage you will be able to get a replacement, remediation, or a price reduction. As a last resort, you may be able to return the product. In case of an approved return, Swedish Match will compensate you for the costs of the product, except for costs incurring due to return shipment without using the return slip. For further claims, exceeding the costs of the product, Swedish Match will act in accordance with the Swedish Consumer Purchase Law.
In order for issues regarding transport damages to be resolved as quickly as possible, we kindly ask you to keep the product packaging for inspection. In order to be able to return products you also need to prove your purchase from The Website, for instance through the order confirmation or receipt Swedish Match sent to the e-mail address you provided in connection with your purchase. Once we receive your return, we will send you a confirmation via e-mail.
Right of withdrawal and returns
When shopping online as a consumer, as a general rule you have a right of withdrawal of 14 days according to the Swedish Distance Contracts and Contracts outside Business Premises Law (2005:59). The right of withdrawal, however, does not apply to the purchase of snus or Lutschtabak, as these products are perishable goods with a limited shelf life.
Return of discounted products
For purchases that contain promotional gifts or special discounts, the value of the promotional gift or discount is seen as a general discount on the total amount of the purchase. If a part of the purchase is changed and/or returned, returned products are valued at their purchase price minus their relative share of the general discount. In case a product is changed, no conversion of the original basis for the discount or promotional gift is made.
Promotions or offerings of such promotional gifts or special discounts are only available for new purchases via The Website and can’t be obtained retroactively. A promotional gift or a discount cannot be transferred to other purchases and cannot be credited when changing a product.