Last updated: 5 November 2026

We want you to feel safe when you shop with us. This page explains how to withdraw from a purchase, how to return goods, and how refunds and complaints work.

Right of withdrawal

You have the right to withdraw from your purchase within 14 days, without giving a reason. The 14 days start on the day you, or someone you have named to receive the goods, receive them. If your order arrives in several deliveries, they start on the day you receive the last delivery.

You can withdraw in either of these ways:

  1. Use our withdrawal function. The link “Withdraw from contract here” is in the footer of every English page and goes to https://chililovers.nu/en/withdraw/. Enter your name, your order number and the email address for the receipt, and press “Confirm withdrawal”. We send you a receipt by email with the date and time we received your message. The receipt only confirms that we have received your message. It does not mean that we have accepted the withdrawal.
  2. Send us an email at kundtjanst@chililovers.nu with a clear statement that you withdraw from your purchase. You can use the model form below, but you do not have to.

To keep the deadline, it is enough that you send your message before the 14 days have passed.

How to return the goods

After you have told us that you withdraw, send the goods back to us without undue delay and no later than 14 days after you told us.

Return address: Heat & Smoke AB, Muraregatan 42, 265 33 Åstorp, Sweden

  • You pay the direct cost of returning the goods.
  • Please keep your proof of postage.
  • You may look at the seed packets and handle them as you would in a shop. If you have handled the goods more than is necessary to check them, for example by sowing the seeds, we may deduct a reasonable amount from your refund for the loss in value.

Refund

We refund all payments you have made for the goods, including the cost of standard delivery, without undue delay and no later than 14 days after we learn that you have withdrawn.

  • We may wait with the refund until we have received the goods, or until you show that you have sent them back, whichever comes first.
  • We refund in euro (EUR) using the same payment method you used for the purchase, and we do not charge you any fee for the refund.
  • If you chose a more expensive delivery method than the cheapest standard delivery we offer, we do not refund the extra cost.

Complaints

Goods must conform to the contract, and we are liable under the statutory guarantee of conformity. Under Swedish law you can make a claim for a defect that appears within three years of delivery. Please tell us within a reasonable time after you noticed the defect. A complaint made within two months of noticing it is always in time.

If your item is damaged, defective or not what you ordered, please contact us at kundtjanst@chililovers.nu. Please attach pictures and a description of the problem. We will put it right by replacing the item or refunding you, or in another way the law provides. This does not affect your statutory rights.

If we cannot agree, you can take the dispute to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, Sweden, https://www.arn.se. You can also get free advice from the European Consumer Centre in your country, and you can find other consumer dispute resolution bodies at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies. Our Terms and Conditions say more about this.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Heat & Smoke AB, Muraregatan 42, 265 33 Åstorp, Sweden, kundtjanst@chililovers.nu

I/We (\*) hereby give notice that I/We (\*) withdraw from my/our (\*) contract of sale of the following goods (\*):

Ordered on (\*) / received on (\*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(\*) Delete as appropriate.

It helps us if you also state your order number.

Contact us

If you have any questions about returns and refunds, please contact us at kundtjanst@chililovers.nu.