Returns and complaints

• Changed your mind? As a consumer, you can withdraw from your purchase within 14 days of receiving it, without giving a reason. Use Cancel purchase, the withdrawal form or an email. We reply with a case number and the return address. You pay the cost of sending the products back, and we refund the price and the delivery cost you paid.
• Something wrong with a product? As a consumer, you can complain about a defect for three years after delivery. A justified complaint costs you nothing: we pay the return shipping, the repair or replacement, and the shipping back to you.
• Warranty. Our products also have a 12-month warranty against defects in materials and workmanship, for consumers and business customers alike. It does not limit your rights under the law.
• Damaged on delivery? Take photos and tell us as soon as possible.
• Business customer? Our own terms apply: see section 6.
• Contact: Contact us.

“Consumer” and “business customer” are defined in our Terms and conditions, section 2.

Always contact us (see Contact us), or register your withdrawal with Cancel purchase, before you send a product back. We reply with a case number and the address to send it to. We do not publish the return address, and parcels without a case number take longer to handle.

2.1 Tell us within 14 days

The period is 14 days from the day you receive the products (the last parcel, if your order came in several). You can tell us in any of these ways:

• Online: Cancel purchase (the page is headed “Right of withdrawal (cancel purchase)”). Enter your order number and billing email, open the link we email you, choose the products and confirm your withdrawal. You get a receipt by email. The function accepts requests for 60 days from the date of the order; after that, use email or post.
• By email: send the standard withdrawal form or a clear message to our email address on Contact us.
• By post: send the form or a letter to our postal address on the same page.

You do not have to give a reason. A withdrawal sent within the period takes effect when you send it; it does not need our approval. We handle every withdrawal individually and reply with a case number and the return address. The full rules are on the Right of withdrawal page.

2.2 Send the products back within 14 days

Send the products within 14 days of the day you told us.

1. Pack the products securely, with all parts and accessories, preferably in the original packaging.
2. Put a note in the parcel with the case number we gave you, or a copy of your withdrawal receipt.
3. Send the parcel to the return address in our reply.
4. Keep the proof of sending. We recommend a tracked service.

2.3 Who pays for the return

You pay the direct cost of sending the products back. You can choose:

• Your own carrier: send the parcel with a carrier of your choice, at your own cost.
• Our return label: ask us for one. We deduct from your refund the actual cost the carrier charges us for it, for a return from your country.

Returns from outside the EU. Declare the parcel as returned goods. If it is not declared correctly, you also pay the import VAT, duties and other charges we are charged for it.

We do not accept parcels sent with the postage to be paid by us.

2.4 Condition of the products

You may unpack the products and try their functions, as you could in a shop. If you have handled them more than is necessary to establish their nature, characteristics and functioning, we may reduce the refund by the loss of value. Examples are signs of use in real work, solder residue, scratches, damage, and missing parts or accessories. We tell you the amount and why before we refund.

2.5 Refund

• We refund the price of the products and, if you withdraw from the whole order, the full delivery cost you paid, whichever delivery method you chose.
• We refund within 14 days of the day we received your withdrawal. We may wait until the products have arrived or you have shown that you sent them, whichever comes first.
• We deduct only the cost of our return label, if you used one, and any loss of value (2.4).
• If you withdraw from only some of the products, we refund their price, and the delivery cost only if you withdraw from the whole order.
• We refund by the payment method you used, without fees.
• If your payment has not been charged yet because the order has not shipped, we release the reservation instead.
• Import duties and import VAT paid outside the EU are not paid to us, so we cannot refund them.

3.1 Your rights under the law

• We are responsible for defects that existed when you received the product and that show within three years of delivery.
• A defect that shows within two years of delivery is presumed to have existed at delivery.
• Tell us within a reasonable time after you noticed the defect. A complaint within two months of noticing it is always in time.
• A justified complaint costs you nothing.

These rights apply whether or not the warranty in section 5 applies.

3.2 How to complain

Email us (the address is on Contact us) with:

• your order number;
• which product is affected and what is wrong;
• photos or a short video, if possible.

You can also write to us at the postal address on the same page.

We reply within one business day with a case number. If we need the product back, we give you the return address and send you a free return label.

3.3 What we pay

For a defect we are responsible for, we pay:

• the shipping of the product to us;
• the repair or the replacement; and
• the shipping of the repaired or new product to you.

If we find no defect that we are responsible for, we tell you why in writing. We charge you for examining the product, or for sending it back to you, only where the law allows it and we have told you the cost before you send us the product.

3.4 What you can get

• Repair or replacement. You choose, unless your choice is impossible or would cost us disproportionately more than the other.
• Price reduction or refund. If repair or replacement is impossible, is refused, takes too long or causes you significant inconvenience, if the defect remains after it, or if the defect is so serious that you should not have to accept repair or replacement, you can get a price reduction or cancel the purchase and get a refund. You cannot cancel the purchase for a minor defect.
• Compensation for a loss the defect causes you, as the law provides. This does not cover a loss in a business, and we are not liable if the defect is caused by an obstacle beyond our control.

3.5 Refunds

We refund without undue delay, by the payment method you used, without fees.

3.6 If we do not agree

If we reject your complaint, we explain why in writing and tell you that you can turn to Allmänna reklamationsnämnden (ARN), the Swedish National Board for Consumer Disputes: see section 7.

1. Check the parcel when you receive it. If it is visibly damaged, ask the carrier to note it, or refuse the parcel.
2. Take photos of the parcel, the packaging and the products.
3. Keep the packaging until we have handled the case.
4. Contact the carrier first: it is usually the quickest way to have a damaged or missing parcel investigated. If that does not solve it, tell us (see Contact us).

Business customers must report visible damage and missing items within 7 days of delivery, and a parcel that has not arrived within 30 days of the shipping confirmation (section 6.2).

For consumers, reporting quickly helps us claim from the carrier. It does not limit your rights: until you receive the products, loss and damage are our responsibility, and you can always contact us directly.

If the tracking shows no progress for 5 business days, or the parcel has not arrived, contact the carrier first, and us if that does not help. Please contact us within 30 days of the shipping confirmation, so that we can open a claim with the carrier. We then investigate with the carrier and send a replacement or refund you.

Guarantor. Sensepeek AB, Verkstadsgatan 2, 235 32 Vellinge, Sweden, sales@sensepeek.com, +46 40 682 06 86.

What it covers. Sensepeek products bought in our web shop are covered against defects in materials and workmanship that appear within 12 months of the day you receive them. The warranty is the same for consumers and business customers, except for the shipping to us (see “What we do”).

What it does not cover.

• wear parts, such as probe tip needles, ground springs and ground spring needles, probe tip protection caps, test wires and cables, insulation washers, bottom protection caps and the insulation covers of the base plates;
• normal wear and tear;
• damage caused by accidents, misuse, or use outside the product’s specifications or instructions, for example above its voltage or current limits;
• products that have been modified or repaired by someone other than us; and
• cosmetic changes that do not affect the function.

What we do. We repair or replace the product, or the defective part, free of charge. If neither is possible, we refund the price you paid for the product. We pay the shipping of the repaired or replacement product to you. For consumers we also pay the shipping to us; business customers pay the shipping to us (section 6.2).

How to claim. Email sales@sensepeek.com with your order number, a description of the defect and, if possible, photos. We reply with a case number and instructions, and send consumers a return label.

Where it applies. The warranty applies in all countries we deliver to.

Your rights under the law. This warranty is a commercial guarantee given in addition to your rights under the law. It does not replace, limit or otherwise affect the rights you have as a consumer under the law of Sweden or of the country where you live, in particular your right to complain about defects (section 3). You can use those rights free of charge, whether or not you also claim under this warranty, and whether or not the warranty applies.

Business customers have no statutory right of withdrawal. The rules below are our own terms for business customers; they are set out in full in Part C of our Terms and conditions. In short:

6.1 Cancellations and returns

• Until an order ships, you can ask us to cancel it.
• Products that are not defective can be returned only if we have agreed to it in advance by email. We then give you a case number and the return address.
• You pay all costs of the return, including shipping and any customs charges, duties and carrier fees. These costs are not limited to a set amount. If we provide a return label, we deduct its actual cost from the refund.
• We refund the price of the returned products and, if you return the whole order, the original shipping cost, within 14 days after the products have arrived and we have checked their condition. If they are used, damaged or incomplete, we may reduce the refund by the loss of value.

6.2 Defects

• Inspect the products as soon as possible after delivery.
• Report visible transport damage and missing items within 7 days of delivery, and a parcel that has not arrived within 30 days of the shipping confirmation.
• Report other defects within a reasonable time, and at the latest 12 months after delivery.
• The 12-month warranty in section 5 applies on the same terms as for consumers, except that you pay the shipping to us. We choose to repair or replace the product, or to credit or refund its price.
• You pay the shipping of the product to us. For an accepted claim, we pay the repair or replacement and the shipping of the repaired or replacement product to you. If the product turns out not to be defective, we may also charge you the shipping back to you and our reasonable costs of examining it.
• Invoice customers receive a credit note by email for a refund.

Contact. Our address, email and phone number are on Contact us.

Returns: contact us first. We give you a case number and the return address.

ARN. Sensepeek takes part in proceedings before Allmänna reklamationsnämnden (ARN), the Swedish National Board for Consumer Disputes, and follows its recommendations. If we cannot agree, consumers can file a complaint with ARN, Box 174, 101 23 Stockholm, Sweden, www.arn.se, within one year of first complaining to us. ARN’s rules, such as minimum amounts and fees, are on arn.se. We agree to ARN handling a complaint in English.

European Consumer Centres. If you live in another EU country, Iceland or Norway, you can get free advice from the European Consumer Centre in your country: www.eccnet.eu/contact-your-local-ecc.

United Kingdom. If you live in the United Kingdom, you can get free advice from the UK International Consumer Centre, www.ukicc.info.