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RETURNS

Complaints on production defects​

When sending an email regarding a complaint, please include the following:

  • Name
  • Order number
  • Description of the error
  • Picture of all cans that want to be returned, this requires a picture of the front and back of the can and a picture of the pouches inside.
  • Confirmation that you are 18 years old

U.S. Returns due to custom refusal

The vast majority of our orders shipped to the U.S. will be delivered, but due to the recent tariff changes, some packages are subject to customs inspection. You, as the customer, are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Whitelip.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of Sweden may be subject to excise taxes, customs duties, and fees levied by the local country and/or jurisdiction. The recipient of an international shipment may be subject to such excise taxes, customs duties and fees, which are levied once a shipment reaches your country and/or your delivery address. It is the customer’s responsibility to report and remit these taxes. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. When the order leaves Whitelip.com’s warehouse, we are no longer responsible for the package and the responsibility is put on you, as the customer.

Returns caused by customs refusal will not be processed as a normal refund. If/when the package has returned to Whitelip.com’s warehouse, a full refund of the products will be made, excluding shipping costs (approx. $25) for the return which will be deducted from the original order amount.

Right of withdrawal

The consumer has the right to withdraw from a home shopping or distance selling contract by notifying the trader on the withdrawal form or by any other unequivocal means no later than 14 days after the conclusion of a service contract or a contract for the electronic delivery of digital content or, in the case of a sales contract, no later than 14 days after the receipt of the goods or the last batch of goods or, in the case of a regular delivery of goods, no later than 14 days after the receipt of the first batch of goods.

If the customer wishes to exercise his/her right of withdrawal, the customer must contact Whitelip.com by e-mail at support@whitelip.com to obtain a return label & shipping label and state the order number. The customer can also use the Swedish Consumer Agency’s withdrawal form.

If the customer has already paid for the goods, a refund will be made to the account that made the payment at the time of purchase. This is normally done within 14 days of the goods arriving at Whitelip.com again. The shipping cost of the return will be charged from the refund amount.

Complaints

The customer may not claim that the service or goods are defective unless he notifies the contractor of the defect within a reasonable time after he noticed or should have noticed the defect. The notice can also be given to the trader who has provided the service or undertaken to be responsible for its characteristics. If any item is faulty or missing, the customer must contact Whitelip.com by email at support@whitelip.com as soon as possible after the fault is discovered.

If the customer wishes to complain about a defective product, the customer must state the order number and the reason for the complaint. The consumer has the right to complain about the product for three years. If the consumer complains within two months, it is always considered to be within a reasonable time.

Complained about goods should always be treated as new and faultless. For all types of returns, it is important that the goods are packed in such a way that they cannot be damaged during shipping.

If the customer has already paid for the goods, a refund will be made to the account that made the payment at the time of purchase. This is normally done within 14 days of the goods arriving at Whitelip.com again. Whitelip.com reserves the right to refuse a complaint if it turns out that the product is not defective according to current consumer protection legislation. Should this occur, there is a fee of 299kr inc. VAT for costs of Whitelip.com administration, shipping, return shipping and handling of the case.