Terms of service

TERMS OF SERVICE

Last updated: 2026-10-23

OVERVIEW

This website (planorashop.com) is operated by Planora AB, Reg. No. 559451-7087, Götgatan 78, C/O Arena Skrapan, 118 30 Stockholm, Sweden ("Planora", "we", "us", "our"). These Terms apply to your use of our website and to purchases you make from us as a consumer.

By placing an order you confirm that you are at least 18 years old, or have a guardian's consent, and that the information you provide is correct.

Nothing in these Terms limits your mandatory rights as a consumer under Swedish and EU law. Where a provision conflicts with mandatory consumer law, that law applies.

SECTION 1 – PRICES, VAT AND PAYMENT

Prices are shown in your local currency (where supported) and include VAT where applicable. Shipping cost, if any, is shown before you complete your order. The total price, including taxes and shipping, is shown at checkout before payment. We accept the payment methods shown at checkout. Payment is processed securely by our payment providers; card details are encrypted and are not stored by us. We reserve the right to correct obvious pricing errors — if a price was clearly incorrect and you could reasonably have realised this, we are not bound by it and will contact you before dispatch.

SECTION 2 – ORDERS AND AGREEMENT

A binding agreement is formed when we confirm your order by email. We may refuse or cancel an order if the product is out of stock, if there is a payment issue, or if we suspect misuse. If we cancel an order you have paid for, you receive a full refund.

SECTION 3 – DELIVERY

Delivery times and costs are shown at checkout and on our Shipping page. If delivery is significantly delayed, you may contact us to agree a new delivery time, and you may cancel the purchase if we still do not deliver. Risk for the goods passes to you when you (or someone you appoint) receive the goods.

SECTION 4 – RETURNS AND RIGHT OF WITHDRAWAL

Our 30-day returns (our own promise). We give you 30 days from receiving your item to request a return, for any reason — more than the law requires. To qualify under this voluntary promise, the item must be unused and in the same condition you received it, in its original packaging. The outer mailing packaging may be opened, and the product box may be carefully opened for inspection, but the inner protective plastic around the trays must remain unbroken. A return shipping fee of 5.90 EUR is deducted from your refund, and the original shipping cost is not refunded. For orders shipped outside the EU and UK, import duties or taxes you have already paid cannot be refunded. Uncollected packages returned to us are subject to a 19 EUR shipping and handling fee.

Your statutory right of withdrawal (14 days). Separately from and in addition to the above, if you are a consumer you always have the right under the Swedish Distance Contracts Act (distansavtalslagen) and the EU Consumer Rights Directive to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. You may open, inspect and handle the goods to the extent necessary to establish their nature, characteristics and function — you do not lose this right by opening the box or the packaging — and are responsible only for any reduction in value from handling beyond that. To use it, notify us within 14 days at info@planorashop.com; you may use the standard EU withdrawal form but it is not required. You return the goods within 14 days of notifying us. Where the statutory right applies, we refund your payment including the standard delivery cost we originally charged within 14 days of receiving the goods back or proof of return, and you bear only the direct cost of returning the goods. Full details are in our Return & Refund Policy.

SECTION 5 – REFUND TIMING

Once we receive and inspect your return under our 30-day promise, we process an approved refund to your original payment method within 10 business days, minus any applicable return shipping fee (where the statutory 14-day right applies, the 14-day rule in Section 4 takes precedence). Your bank or card provider may need additional time to post it. If more than 14 business days have passed since approval, contact info@planorashop.com.

SECTION 6 – RIGHT TO COMPLAIN ABOUT FAULTS (3 YEARS)

Under the Swedish Consumer Sales Act (konsumentköplagen) you have the right to complain about a faulty product for up to 3 years from delivery. A fault reported within the first 2 years is presumed to have existed at delivery unless we show otherwise. If a product is faulty, contact us at info@planorashop.com with your order number and a description (and photos if possible). Depending on the circumstances you may be entitled to repair, replacement, a price reduction, or a refund. For an approved complaint we cover reasonable return shipping costs.

SECTION 7 – DAMAGED OR INCORRECT ITEMS

Please inspect your order on arrival. If it is damaged in transit or incorrect, contact us as soon as possible at info@planorashop.com and we will put it right.

SECTION 8 – DISPUTE RESOLUTION

If we cannot resolve a complaint together, you as a consumer can refer the matter to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations. Consumers resident in another EU country can also get help with cross-border disputes through the European Consumer Centres Network (ECC-Net), www.eccnet.eu.

SECTION 9 – CONSUMERS OUTSIDE THE EU

We ship to many countries worldwide. Statutory consumer rights differ from country to country. The specific rights described above — the 14-day right of withdrawal, the 3-year right to complain about faults, and ARN/ECC-Net — apply to consumers in the EU. If you shop with us from outside the EU, our voluntary 30-day return policy applies to you, together with any mandatory consumer rights that apply in your own country. Nothing in these Terms removes mandatory protections you have under your local law.

SECTION 10 – INTELLECTUAL PROPERTY

All content on this site — text, images, graphics, logos and designs — belongs to Planora or our licensors and may not be copied, reproduced or used commercially without our written permission.

SECTION 11 – ACCEPTABLE USE

You may not use the site for any unlawful purpose, to infringe others' rights, to upload malicious code, to attempt to gain unauthorised access, or to scrape or misuse the site or its content.

SECTION 12 – THIRD-PARTY LINKS AND TOOLS

Our site may link to third-party websites or use third-party tools we do not control. We are not responsible for their content or practices; your use of them is at your own risk and governed by their terms.

SECTION 13 – LIABILITY

We are liable for damage we cause through our breach of these Terms in accordance with applicable law. Nothing in these Terms excludes or limits our liability where it may not be excluded or limited by law — including liability for death or personal injury caused by our negligence, for fraud, or under mandatory consumer protection or product liability law.

Subject to the above, we are not liable for indirect or consequential loss, or for loss that was not reasonably foreseeable at the time your order was placed. Our products are sold for private, non-commercial use; we are not liable for any loss arising from use outside their intended purpose. These limitations do not affect your mandatory rights as a consumer.

The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply to these Terms.

SECTION 14 – PERSONAL DATA

We process your personal data in accordance with our Privacy Policy: https://planorashop.com/policies/privacy-policy

SECTION 15 – CHANGES TO THESE TERMS

We may update these Terms. The version that applies to your purchase is the one published when you placed your order. The current version is always available on this page.

SECTION 16 – GOVERNING LAW

These Terms are governed by Swedish law. As a consumer you also enjoy the protection of mandatory provisions of the law of the country where you live, and this clause does not deprive you of those rights.

SECTION 17 – CONTACT

Planora AB
Email: info@planorashop.com
Phone: +46 8 85 72 74
Address: Planora AB, C/O Arena Skrapan, Götgatan 78, 118 30 Stockholm, Sweden
Reg. No. (org.nr): 559451-7087
VAT: SE559451708701