Complaints Policy

As a consumer, you are entitled to file a complaint if an item does not conform to the purchase agreement or fails to match the description provided by Great Earth.

In the event of a complaint, please contact our customer service team immediately at konsumentkontakt@greatearth.se or by phone on 026-611980. Please describe the fault in as much detail as possible.

The right to complain covers only original faults (and not, for example, faults due to the product's normal shelf life having expired or those arising from normal wear and tear). Notification of the fault must be given to Great Earth within a reasonable time from when you discovered, or should have discovered, the fault, and always within three years of receiving the item. Great Earth therefore recommends that you inspect the item carefully upon receipt.

Depending on the product fault, we may require you to return the product to us. You are responsible for the risk associated with any items you return. Great Earth therefore recommends that you package the items in such a way that they are not at risk of being damaged during transit. If possible, the item should be returned unused and in its undamaged original packaging (for example, you should not write, tape, or affix stamps to the original packaging).

Damage in Transit

To ensure that matters concerning damage in transit to a product you have ordered from Great Earth can be handled as quickly as possible, we ask you to keep the product's packaging for inspection. To be able to return the item, you must also be able to prove your purchase from the website, for example, with the order confirmation/receipt that Great Earth sent to the email address you provided with your order. Once we have received your return, a confirmation will be sent via email. Depending on the extent of the damage, actions such as redelivery, repair, or a price reduction will be taken. As a final resort, a refund may be issued. For claims for other compensation, beyond the cost of the item, Great Earth is liable in accordance with the Consumer Sales Act.