About your purchase
This is a summary of the most important points in our Terms and Conditions of Purchase and Delivery, which you can read here. In the case of confusion or conflict between the versions it is the full version that takes precedence.
The purchase agreement can be entered into in English or Swedish. We may update or change our Terms and Conditions of Purchase and Delivery. Previous agreements are archived and kept available to you as a customer via a link from current terms. The Terms and conditions at the time of your purchase are the applicable conditions.
Shipping and delivery
You can choose your preferred shipping alternative in the web checkout. Your available choices may depend on where you live and the shipping partners we are working with in that country.
The estimated delivery times for the various shipping options are based on the shipping companies’ own estimates. We continually monitor their performance and evaluate different shipping alternatives, in order to be able to offer you the fastest delivery options at the best price.
Read more about our shipping options and prices here.
If your package has been delivered to a store or depot, it is important that you collect it as soon as possible, and at latest within 10 days, or as advised by the freight company. If it is not collected within this period it will be returned to us and you will incur a further charge of GBP 34, EUR 38, DKK 280, NOK 395 or SEK 395. If you have changed your mind about your purchase, you will still need to collect it first. See below how you can cancel your purchase.
Countries to which we ship
We sell and deliver to all EU countries and the UK, and also to Iceland, Liechtenstein, Norway and Switzerland.
The instruction manual that accompanies the product is available in English, Swedish, Danish, Norwegian, Finnish and German. If you order from a county which has one of these as its official language, then that’s the manual version that you will receive.
If you live in a country where none of these is an official language, then you may request one of the available languages by indicating this in ‘order notes’ at the web checkout. Otherwise, as a standard alternative, you will receive a manual in the language of the website that you ordered from: English or Swedish.
Payment takes place via our payment partner Paypal, who will offer you various payment options, including VISA and Mastercard. Note that payment by cheque is not an alternative. The choices that you are offered and the payment itself are managed by Paypal. However, you do not need to have a Paypal account to buy from our webshop.
Payments by card (Visa and Mastercard) are protected with so-called 3D Secure, which means that you as a customer also need to verify yourself with additional information in addition to the card information
Questions related to payment alternatives or the payment itself should be addressed to Paypal’s Customer Service, or by phone to Local Rate: +44 (0)20 300 50833, Freephone: + 44 (0)808 189 3333.
If you have questions about IQoro or its use, they should be addressed to our customer support.
There is a seven-month manufacturer’s warranty on our products starting from the date of purchase and assumes that any defect that arises during this time was present at delivery. The warranty covers defects caused by material or production deficiencies and not defects caused by normal wear and tear or misuse.
Cancel and return your order
If you, as a private individual (not as an organisation) want to cancel your order and return your IQoro after recieving it, there’s a few things you need to remember.
- You need to cancel your order within 30 days from recieving the delivery.
- You cannot return the IQoro if you have broken the products packing’s seal.
- If you live in the UK, you need to email us to get the correct documents for returns back to the EU. This is necessary to avoid aditional costs on your end.
Please read more about this below.
How to return your IQoro
If you change your mind and no longer want to go through with your purchase, you should contact our customer support through email or by phone. You need to do this within 30 days from recieving your IQoro.
You need to let us know that you want to cancel your purchase and provide us with the following information:
- Your name and contact details.
- The order number, or customer number. You’ll find it on the order confirmation, the delivery note or on your invoice.
- Which product you wish to return.
Refunds will be made via the same channel that you paid for your product.
If you placed your order through calling us and have been invoiced by us, we will also need your bank details including:
- account name
- IBAN-number and your bank’s BIC or SWIFT code to allow reimbursement.
You must bear the costs of returning the package to us, and this must happen within 14 days of when you called us to exercise your right of return. You are responsible for the condition of your return package until it is safely received by us. The refund payment will be made through the same cannel as you originally paid us as soon as we receive the return.
Alternatively, you can exercise your right to cancel by choosing to use the standard form created by The Swedish Consumer Agency (Konsumentverket) for this purpose.
Contact us first to avoid additional costs!
It is important to contact us before sending your IQoro back. Not contacting us will result in additional costs for you.
If you do not contact us before sending your IQoro back, you will have to pay export costs and handeling fees that are out of our control.
The fees when not contacting us before returning a product are:
- Around £ 40-50 in export fees
- Around £ 30 in handeling fees
We will have to deduct these fees from your refund payment. Always contact us first to make sure you will get as much refund as possible – to recieve the right documents and instructions.
Can I return an IQoro that has been opened?
You do not have the right to cancel your purchase of a medical technical product or any other hygiene-related product if you have broken the product packing’s seal, for example by removing tape or breaking any other seal on the product. Of course, this doesn’t apply to the outer packaging that the IQoro was delivered in.
Returns from the UK back to Sweden (EU)
Following Brexit the rules have changed for return of goods ordered from the EU. The shipment now needs to be accompanied by a customs invoice. Goods, even those purchased prior to January 1, 2021, become dutiable when returned.
To ensure that the correct information is on the invoice, we ask you to kindly reach out to our customer support by sending an email to firstname.lastname@example.org or call +46 10 551 67 22 and we will provide you with the necessary documentation to facilitate the return.
Our transport partners are unable to help you with this process and will return the parcel to you if there is no valid customs invoice accompanying the shipment.
Complaints – Leagal guarantee
As a private person you have up to three years leagal guarantee from the day that you receive your product. Companies and organisations have one year. It is important that you contact us as soon as possible if you discover a fault.
The main difference between your rights under this paragraph, and under ‘Warranty’ (see above) lies in the burden of proof for how the defect occurred. If you wish to claim a manufacturing defect after the warranty period has expired, the burden of proof will lie with you that the defect was present from the beginning, and that the product was faulty.
In the case of wanting to make a claim under this paragraph please contact our Customer Support and give the following information:
- Your order or customer number
which you will find on the order confirmation, the delivery note and your invoice.
- The IQoro LOT number
which you will find on the instruction manual and the carton.
- A description of the fault, and why you wish to return the product.
If you wish to make a complaint you should, in the first instance, contact our Customer Support.
In the event of our not reaching agreement with you can turn to the Swedish National Board for Consumer Disputes: Allmänna reklamationsnämnden (ARN) to have your dispute with us examined. MYoroface will abide by ARN’s recommendations. If you are an EU citizen you can also complain to the EU’s online platform for dispute resolution.