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Return and Complaint Policy

Last updated: August 9, 2025

This policy applies to purchases on DonerKnives.com (Royals Media, Sweden) and is written in accordance with EU/Swedish consumer legislation and carrier terms used through Fraktjakt-booked services (e.g., PostNord, DHL). The English version prevails in case of interpretation disputes.

1. Right of Withdrawal (B2C consumers in EU/EEA only)

Note: If you purchase as a business (B2B), the right of withdrawal under consumer protection law does NOT apply. See section 3 on B2B purchases instead.

14-day right of withdrawal

Consumers in EU/EEA have the right to withdraw from their purchase within 14 days from the day you receive the product, without giving any reason.

How to withdraw from your purchase

To exercise your right of withdrawal, you must notify us of your decision through a clear statement. You can:

Conditions for return

  • • The product must be unused, unopened and in original packaging
  • • You are responsible for returning the product in the same condition as you received it
  • • Include order number and contact information in the package
  • • Use trackable shipping and keep the receipt until the refund is completed

Refund

We will refund all payments you have made for the product (including standard shipping costs) without undue delay and no later than 14 days from the day we receive the returned product. The refund will be made using the same payment method you used for the purchase, unless otherwise agreed. You are responsible for the return shipping cost.

2. Warranty and Complaints

Factory warranty

All our doner knife blades are covered by the manufacturer warranty against material and manufacturing defects. The warranty does not cover:

  • • Normal wear or loss of sharpness
  • • Damage caused by improper use, misuse or lack of maintenance
  • • Damage from falls, impacts or improper storage
  • • Modifications or repairs performed by unauthorized parties

How to file a complaint

If you discover a defect in the product, please contact us immediately:

E-post: contact@donerknives.com

Call: 072-033 78 47

Include order number, description of the defect and photos if possible. We will review your case and respond with a solution within a reasonable time.

Remedies for defects

Depending on the nature of the defect, we may offer:

  • • Replacement with a new, defect-free product
  • • Price reduction corresponding to the extent of the defect
  • • Refund (if replacement is not possible)

Your rights under consumer purchase law

As a consumer in Sweden/EU, you have the right to complain about defects that existed at delivery or that occur within a certain time (normally 2-3 years depending on product type and legislation). Defects that occur within 6 months are assumed to have existed at delivery, unless otherwise shown.

3. B2B Purchases (businesses)

For purchases between businesses (B2B), consumer protection law does not apply, including the right of withdrawal. Instead, commercial law and the terms agreed between the parties apply.

  • • Complaint: You must inspect the product without undue delay after delivery and notify us of any defects
  • • Return of defective products: For material or manufacturing defects, we replace the product or refund the cost
  • • No right of withdrawal: Return of correctly delivered products is only accepted after written agreement
  • • Shipping costs: For incorrect delivery, we cover return shipping, otherwise the buyer is responsible

4. Return Process

1

Contact us first

Never send back products without contacting us first.

2

Wait for instructions

After approved complaint, we will send you return instructions and possibly a shipping label.

3

Pack securely

Pack the products well, preferably in the original packaging. Include the order number in the package.

4

Send and track

Use trackable shipping and keep the receipt until the case is closed.

5. Shipping Costs for Returns

Consumer purchase (B2C) - right of withdrawal: You are responsible for return shipping costs

Defective or damaged product: We cover return shipping costs. Contact us first for instructions.

B2B purchase: Return shipping by agreement or the buyer is responsible for costs on withdrawal

6. Conditions for Return

Products must be in unused and undamaged condition
Original packaging should be included if possible
Contact us via email or contact form to receive the return address
The customer is responsible for products being returned safely and in good condition

7. Refund

Processing time

We process approved refunds within 5-7 business days after receiving and inspecting the return.

Payment method

Refund is made to the same payment method used for the purchase (card, bank transfer, etc.).

Partial return

For partial returns, only the returned products are credited.

Shipping cost

For approved complaints, shipping costs are also refunded. For voluntary returns (by agreement), shipping costs are not refunded.

9. Exceptions to Return Rights

Products that have been used or installed (unless defective)
Products without original packaging (if return without is not possible)
Custom-made or customized products
Products with broken hygiene seals

10. Contact Us

Do you have questions about our return and complaint policy? Feel free to contact us:

E-post: contact@donerknives.com

Call: 072-033 78 47

We normally respond within 24 hours on business days.

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