Terms of service
These purchase terms apply to purchases from Scarlet Intimates, operated by Altoriq Group AB, company registration number 559583-4200.
Purchase terms
Last updated: 23 May 2026
1. General information
This website and the services are offered under the Scarlet Intimates trademark, operated by Altoriq Group AB, company registration number 559583-4200.
By visiting the website, using our services, or placing an order, you accept these purchase terms, our privacy policy, our returns and refunds policy, and other policies available on the website.
These purchase terms apply to customers in Sweden, Norway, Denmark, Finland, and other countries where Scarlet Intimates sells its products. Nothing in these purchase terms limits or waives mandatory consumer rights under the laws of your country.
2. Orders
When you place an order, you confirm that all the information you provide is correct, complete, and up to date.
You are responsible for checking that your name, email address, telephone number, delivery address, and other order information are correct before completing the purchase.
After placing an order, you will normally receive an order confirmation by email. The confirmation shows that we have received the order, but we reserve the right to reject, cancel, or adjust an order if there is a valid reason.
We may reject or cancel an order if:
- The product is unavailable
- The payment has not been approved
- The information is incorrect or incomplete
- There is an obvious error in the price or product information
- We suspect fraud, misuse, payment abuse, identity misuse, or other unauthorized activity
- The order violates these purchase terms or our policies
If an order is cancelled after payment has been completed, we will refund the amount paid to the original payment method, unless otherwise required or agreed.
3. Payment
By placing an order, you confirm that you are entitled to use the selected payment method and that the payment details are correct.
Payments are processed through our payment providers. We do not normally store complete card details directly in our own systems.
If a payment is declined, reversed, flagged, or not completed, we may place the order on hold, cancel it, or reject it.
We reserve the right to carry out fraud checks and payment verification before we ship an order.
4. Prices, currencies, and offers
Prices are displayed in the currency specified at checkout.
Prices, offers, discounts, and promotions may change at any time. Temporary offers apply only during the stated promotional period or while supplies last.
We reserve the right to correct obvious pricing errors, technical errors, discount errors, or errors in product information before or after an order has been placed.
For promotions such as buy 1, get 1, bundles, free products, volume discounts, or similar offers, the promotion terms apply to the offer as a whole. If parts of a promotional order are returned, the refund may be adjusted in accordance with the returns and refunds policy.
5. Product information
We do our best to describe and display the products as accurately as possible.
Colours, materials, fit, texture, packaging, and details may nevertheless appear slightly different depending on screen settings, lighting, device type, photography, and individual perception.
Minor differences that do not affect the product's primary function are not considered defects.
Product results, fit, and comfort may vary depending on body shape, size selection, amount of bleeding, use, washing, care, and individual circumstances.
6. Intimate hygiene products
Scarlet Intimates sells intimate hygiene products. For health and hygiene reasons, special return restrictions apply.
If a product is delivered with a hygiene seal, protective seal, protective packaging, security strip, or other hygiene protection, the product cannot be returned under the right of withdrawal after the seal or protection has been opened, broken, removed, or damaged after delivery.
Intimate products that have been opened, used, washed, tried directly against the body, or otherwise handled cannot be returned or refunded, unless the product is defective and you have a valid statutory claim.
This rule is necessary to protect hygiene, health, product quality, and other customers.
Further details can be found in our returns and refunds policy.
7. Delivery
We always endeavour to process, dispatch, and deliver orders as quickly as possible and within the estimated delivery time displayed on the website or at checkout.
Delivery times are estimates and not guaranteed delivery dates, unless we have clearly stated otherwise in writing.
Most orders are delivered within the estimated delivery time. However, delays may occasionally occur due to circumstances beyond our direct control.
Examples of circumstances that may affect delivery:
- Delays by the carrier
- Customs processing
- Import processing
- High order volume
- Peak-season pressure
- Public holidays
- Weather disruptions
- Strikes or labour disputes
- Security checks
- Geopolitical events
- Armed conflicts, war, or disruptions in international transport
- Incorrect or incomplete delivery information provided by the customer
- Other events beyond our reasonable control
In the event of a delay, we will do our best to assist you and provide available tracking or delivery information.
A delivery delay caused by the carrier, customs, disruptions in international transport, armed conflict, war, strike, security checks, or other external events does not automatically mean that the order is lost, cancelled, or gives rise to a right to an immediate refund.
If the order has not arrived within the estimated delivery time, you must contact us so that we can investigate the shipment and assist you.
8. Customer's Responsibility for Delivery Information
The customer is responsible for providing complete and accurate delivery information at checkout.
If a package cannot be delivered because the customer has provided incorrect, incomplete or outdated delivery information, the customer may be responsible for reasonable additional costs for reshipment, return handling, address correction or failed delivery where permitted by law.
If a package is delivered to a collection point, parcel locker or similar location, the customer is responsible for collecting the package within the collection period specified by the carrier.
An uncollected package is not the same as a valid return or valid exercise of the statutory right of withdrawal.
If a package is not collected and is returned to the sender or our logistics partner, we may deduct reasonable costs for shipping, return shipping, handling and administration from any refund where permitted by law.
9. Returns and Refunds
Returns, refunds, the statutory right of withdrawal, our 365-day open purchase policy and hygiene-related return restrictions are governed by our returns and refunds policy.
Customers normally have a statutory 14-day right of withdrawal for online purchases, unless an exception applies.
For intimate hygiene products, the right of withdrawal does not apply after the hygiene seal or hygiene protection has been opened, broken, removed or damaged after delivery.
The customer pays the return shipping costs for returns under the right of withdrawal and our voluntary 365-day open purchase policy, unless otherwise required by law or the product has been confirmed to have a defect.
Refunds may be withheld until we have received the product back or the customer has provided proof that the product has been returned.
Refunds are normally made to the original payment method.
10. Claims and Defective Products
If you believe that a product is defective, damaged upon arrival or not as described, you must contact us as soon as possible at:
info@scarletintimates.com
State the order number, a clear description of the problem and photographs or video showing the problem.
A product is not considered defective solely due to normal wear and tear, improper use, incorrect washing, failure to follow washing instructions, accidental damage, choosing the wrong size, personal preference or minor differences in colour, material or appearance.
Your statutory rights to make claims depend on the country in which you reside and the mandatory consumer protection legislation applicable to the purchase. Nothing in these terms and conditions of sale limits those rights.
11. Care Instructions
The customer is responsible for following the product's care instructions.
Damage, reduced functionality, colour changes, shrinkage, odour, fabric wear or other problems caused by incorrect washing, incorrect drying, improper use, excessive heat, bleaching, fabric softener, ironing or failure to follow the care instructions do not constitute product defects.
12. Account and Communications
If you create an account or provide contact information, you are responsible for keeping your login credentials and contact information secure and up to date.
We may contact you by email, SMS, or other available communication channels regarding your order, payment, delivery, return, complaint, customer service case, or other important information related to your purchase.
Marketing communications are handled in accordance with our privacy policy and applicable marketing laws.
13. Fraud and Abuse Prevention
We reserve the right to investigate, reject, cancel, or report orders, claims, returns, or customer activity that we reasonably suspect involves fraud, abuse, false information, payment abuse, return abuse, chargeback abuse, identity misuse, or other unauthorized activity.
We may share relevant information with payment providers, shipping partners, fraud prevention services, authorities, or legal representatives when necessary and permitted by law.
14. Payment Disputes and Chargebacks
If there is a problem with the order, delivery, return, or refund, you should first contact us at:
info@scarletintimates.com
We handle customer service cases, delivery investigations, return requests, complaints, and refund requests in accordance with our policies and applicable law.
Initiating a payment dispute or chargeback before contacting us may delay resolution because the matter may then need to be handled through the payment provider's or bank's process.
If a payment dispute or chargeback is initiated, we may provide the payment provider, bank, or dispute processor with relevant documentation, including order details, delivery information, tracking information, customer communications, return status, product information, and policy terms.
15. Limitation of Liability
Scarlet Intimates is liable in accordance with mandatory consumer protection legislation.
To the extent permitted by law, we are not responsible for indirect loss, loss of income, loss of profit, business interruption, consequential damages, or other financial losses arising from the use of our website, products, or services.
Nothing in these purchase terms limits liability where such limitation is not permitted under mandatory law.
16. Events Beyond Our Control
We are not responsible for delays or failure to fulfill obligations caused by events beyond our reasonable control.
Such events may include disruptions involving carriers, customs delays, import processing, strikes, labor disputes, extreme weather, natural disasters, pandemics, technical failures, cyber incidents, government actions, security checks, geopolitical events, armed conflicts, war, transportation disruptions, or other circumstances beyond our reasonable control.
If such an event occurs, we will do our best to mitigate the consequences and assist customers where reasonably possible.
17. Intellectual property rights
All content on the website, including text, images, graphics, product descriptions, designs, logos, videos and other material, belongs to Scarlet Intimates, Altoriq Group AB or our licensors unless otherwise stated.
You may not copy, reproduce, distribute, modify or use our content for commercial purposes without our prior written permission.
18. Changes to the terms of purchase
We may update the terms of purchase from time to time to reflect changes in our business, services, legal requirements, payment methods, delivery processes or policies.
The latest version is always published on this page with the updated date above.
The terms of purchase applicable to your purchase are the version that was available when you placed your order, unless a change is required by law.
19. Applicable law
These terms of purchase are governed by Swedish law, as Scarlet Intimates is operated by Altoriq Group AB in Sweden.
If you are a consumer and live in another country, you may nevertheless also have mandatory consumer rights under the laws of your country of residence. Nothing in these terms of purchase waives or limits such mandatory rights.
20. Disputes and complaints
If you have a question, complaint or dispute, please contact us first at:
info@scarletintimates.com
We always try to resolve the matter directly with you as quickly and fairly as possible.
If we cannot resolve the matter directly, you may have the right to contact a consumer guidance or dispute resolution body in your country.
For customers in Sweden, the relevant dispute resolution body is normally the National Board for Consumer Disputes, ARN.
For customers in Norway, consumer guidance may be available through the Norwegian Consumer Council or Consumer Europe for cross-border purchases.
For customers in Denmark, consumer complaints may be handled through the public Danish consumer complaints system, including the Mediation Team for Consumer Complaints and the Consumer Complaints Board.
For customers in Finland, consumer guidance may be available through the Finnish consumer advisory service, and disputes may be referred to the Finnish Consumer Disputes Board.
The European Online Dispute Resolution platform was discontinued on 20 July 2025.
21. Contact information
Scarlet Intimates is operated by Altoriq Group AB
Company registration number: 559583-4200
Email: info@scarletintimates.com
Postal address: Gjutjärnsgatan 2A, 723 47 Västerås, Sweden
Please note that the postal address above is not a visiting address and must not be used for returns unless we have expressly asked you to send a return there.