Complaints and Claims
Complaint
The product is damaged or defective.
You have the right to claim any original defects in the product that occur within three (3) years after delivery of the product.
- You must always make a complaint within a reasonable time after you should have discovered the defect.
Your right to complain ends when the 3-year liability period has expired.
Step-by-Step Guide to Get Replacement Parts
At Arcticlink.se, we always strive for our customers to be satisfied with their purchases. If you experience problems with a product and need replacement parts, follow the steps below to easily and smoothly resolve your issue.
Step 1: Contact Our Customer Support
Start by contacting our customer support. You can reach us via Info@arcticlink.se. Describe the problem, include a clear description showing the defect. Don’t forget to attach the order number. Our customer support will guide you through the process and ensure you a smooth process.
Step 2: Order the Replacement product
After consulting with our customer support, order the product you need. You can do this directly on our website.
Step 3: Notify Us of Your New Order Number
Once you have placed your order, please get back to us with your new order number and your original case via email at Info@arcticlink.se. This step is important for us to link your replacement order to your original purchase.
Step 4: Get a Full Refund for the Replacement
After we have received your message with the new order number and confirmed the details, we will issue a full refund for the cost of the replacement. The refund will be made according to the payment method used in the original purchase.
We Are Here to Help You
If you have any questions or need further assistance during the process, do not hesitate to contact our customer support. We are here to ensure you get the help you need.
Step-by-Step Guide for Repair
Step 1: Contact Us via Email
Start the process by sending an email to Info@arcticlink.se. Describe the problem with your product as detailed as possible. Our customer support will give you advice and information on the next step.
Step 2: Return Shipping Label
After initial contact and assessment, we will send you a return shipping label. This label covers the cost of return shipping to our repair department.
Step 3: Include a Note with Order Number and Damage Description
When preparing your product for return, please include a note in the package stating your order number and a detailed description of the damage or problem with the product. This helps us quickly identify your case and start the repair.
Step 4: Pack Your Product Properly
Pack your product carefully to minimize the risk of damage during transport. Use the original packaging if available. Remember that you as the customer are responsible for any shipping damage that occurs due to insufficient packaging.
Step 5: Responsibility for Handling Errors
If our investigation shows that the problem with the product is due to handling errors, a fee will be charged. This fee covers the shipping cost, a handling fee of 35 euro, and labor time for the repair at a cost of 45 euro per hour.
Step 6: Repair Time
We strive to repair and return your product as quickly as possible. The expected time from when we receive your product until you have it back is about 3 weeks. The time may vary depending on the condition of the product and the complexity of the repair.
Complaints
In the event of a dispute, we will follow the decisions made by alternative dispute resolution bodies.
For Sweden, here is the link: ARN.se
