Delivery time applies according to the shipping method you choose when placing your order. Depending on your delivery option, it usually takes 1-3 working days to deliver. Some options may involve a shipping fee, which will be indicated when ordering.
Your package will remain with the post office for 7 days before being returned to us. If you do not pick up your package within this time, it will be sent back to Supernormal.
For more information regarding the different shipping companies, we refer to the respective companies:
Supernormal offers a 14-day right of withdrawal according to the “Distans- och hemförsäljningslagen“ where the withdrawal period applies from the day the package has been delivered to the recipient address. When returning, you as a customer are responsible for the return cost (39 SEK) and are also responsible for the return package until it has been received by Supernormal.
Upon approved return, we will refund the entire amount including tax and fees with a deduction for the return cost and any price reduction. We aim to refund you as soon as possible, but no later than 14 days from the approval of the return.
To carry out an authorized return or exchange, the following requirements must be met:
• The goods must be in the same condition as when they were received.
• The goods must be in their original packaging, together with all protective labels.
• Any additional products included in an offer will be invoiced unless all products from the offer are returned.
If Supernormal receives a returned item that is considered damaged and thus reduced in sales value, we have the right to deduct amounts up to 100% of the item's price from your refund. This also applies to unclaimed and unreceived packages that are returned to us or packages that are returned due to an incomplete address from the customer, or packages that are correctly delivered to the wrong customer address.
1. Report your return by emailing [email protected]
In your email, it is important that you include your order number. You can easily find your order number on your order confirmation.
2. We will email you a return slip to print out.
3. Print the return slip and return the package to any delivery point.
4. When we receive your return, we will check that the return meets all our requirements and then, if approved, issue a full refund. Returns can take up to 30 days to be processed at our warehouse but are usually faster than that. The refund is made with the same payment method used to place the order.
If you have chosen to pay via Klarna invoice, we always recommend that you contact them to pause the invoice, or alternatively pause your purchase yourself via the Klarna app until your return has been approved. Alternatively, you can choose to pay your invoice, and Klarna will refund you as soon as the return has been approved.
When you purchase a test, you have the right to cancel within 14 days from the date of order. If you have used part of the service but not the whole, a proportional amount will be refunded upon cancellation of the service, provided it has been initiated within the cancellation period.
Your referral for your test is valid 3 months after activation. If you do not visit a testing unit within this period, the purchase will expire and the referral will cease to be valid.
The following information sets out the terms of our 100% customer satisfaction guarantee. Its purpose is to offer customers peace of mind when making their first purchase of a product from our range. The guarantee gives the customer the right to evaluate the product for a period of 30 days from the date of purchase. Should the product not meet the customer's expectations, the customer can contact us and be offered a full refund of the purchase price. It is important to note that this guarantee does not apply to health tests, health tests, referrals, or prescriptions.
The warranty applies only to the first unit of a product purchased by the customer, regardless of the number of units ordered. If the customer chooses to purchase multiple units of the same product at one time, without previous experience with the product, the warranty applies only to the first unit. No refund is offered for additional units; the customer can either keep these without refund or follow our standard returns process.
This policy is intended to emphasize our commitment to quality and customer satisfaction. If you have any questions about this guarantee or the process for claiming it, please contact our customer service for more information.
For booked video calls or consultations with a doctor, the right of withdrawal applies until one day before your booked appointment. No-shows or cancellations made within 24 hours will be charged at full price. To cancel the desired consultation/meeting, log in to your account on the website and navigate to the "Account" tab.