Refund policy
Applies to purchases from Scarlet Intimates, operated by Altoriq Group AB, company registration number 559583-4200.
Returns, right of withdrawal, 365-day open purchase and delivery terms
Last updated: 25 June 2026
This policy applies to customers in Sweden, Norway, Denmark, Finland, the United Kingdom and other countries where Scarlet Intimates sells its products. Nothing in this policy limits or removes mandatory consumer rights under the laws of your country. If local mandatory consumer law grants you stronger rights than this policy, those rights always apply.
1. Statutory right of withdrawal
If you shop with us online as a consumer, you normally have a statutory right to withdraw from the purchase within 14 days from the day after you receive the product. If the order is delivered in several shipments, the 14-day period normally begins the day after you receive the last product in the order.
To exercise your statutory right of withdrawal, you must clearly notify us within the withdrawal period that you wish to cancel the purchase.
You can contact us at:
info@scarletintimates.com
Your message should include:
- Your order number
- Full name
- The product or products you wish to return
- A clear statement that you wish to exercise your right of withdrawal
After notifying us, you must return the product without undue delay and no later than 14 days after informing us that you wish to withdraw from the purchase.
2. Important hygiene rule for intimate products
Scarlet Intimates sells intimate hygiene products. Special restrictions on returns apply for health and hygiene reasons.
If a product is delivered with a hygiene seal, protective seal, protective packaging, security strip or other hygiene protection, the statutory right of withdrawal does not apply after the seal or protection has been opened, broken, removed or damaged after delivery.
This means that we cannot accept returns or issue refunds for intimate products that have been:
- Opened after delivery so that the hygiene seal or hygiene protection has been broken
- Tried directly against the body
- Used
- Washed
- Handled in a manner that means the product is not suitable for resale for health or hygiene reasons
- Returned with stains, marks, hair, odours, moisture, damage or signs of use
- Returned without all original packaging, seals, labels, inserts and included parts in acceptable condition
You may inspect the product carefully in the same way you could reasonably do in a physical store. For intimate hygiene products, this normally means visually inspecting the product without breaking the hygiene seal or opening packaging that protects the product for hygiene reasons.
If the hygiene seal or protective packaging has been broken, opened, or removed, the product can no longer be returned under the right of withdrawal, unless the product has a defect and you have a valid statutory claim.
This hygiene rule does not affect your statutory rights if the product has a defect, was damaged upon arrival, or is not as described.
3. 365-day open purchase
In addition to the statutory right of withdrawal, we offer a voluntary 365-day open purchase period starting on the day after delivery.
This is a voluntary commercial return arrangement that applies only if all the conditions below are met.
To qualify for our 365-day open purchase policy, the product must be:
- Completely unused
- Unwashed
- Not tried directly against the body
- Unopened if the product is protected by hygienic packaging
- Returned with the hygiene seal or hygienic protection intact
- Returned in the original packaging
- Returned with all labels, inserts, accessories, and accompanying parts
- Free from stains, marks, hair, odour, moisture, damage, or signs of handling
- In a condition that allows the product to be resold as new
If any of these conditions are not met, we may reject the return for hygiene, health, quality, and resale reasons.
The 365-day open purchase policy does not apply to products that have been opened, tried, used, washed, or handled in a way that makes them unsuitable for resale.
4. How to initiate a return
Before sending anything back, contact us by email:
info@scarletintimates.com
Include:
- Your order number
- Full name
- The product or products you wish to return
- Whether the product is unopened and unused
- Photographs of the product and packaging if we request them
- If the matter concerns a defect, clear photographs or video showing the problem
We will provide you with return instructions and the correct return address. Products must not be sent to our postal address in Sweden unless we have expressly asked you to do so.
Returns sent without clear order information, without contacting us first, or to the wrong address may be delayed, rejected, or impossible to identify.
5. Return shipping
For returns under the statutory right of withdrawal and our 365-day open purchase policy, the customer is responsible for paying the return shipping costs.
The return shipment must be sent using a trackable shipping method. You are responsible for the product until it has been received by us or at the return address we have provided.
We are not responsible for return shipments that are lost, delayed, sent without tracking, sent to the wrong address, or delivered without sufficient order information.
If it is confirmed that the product is defective, damaged upon arrival, or incorrect due to an error on our part, we will provide a remedy in accordance with the law. This may include a replacement product, repair, refund, or coverage of reasonable return shipping costs where required by applicable law.
6. Refunds
If you validly exercise the statutory right of withdrawal, we will refund the amount to which you are entitled without undue delay and no later than within the time limit prescribed by applicable law.
We may withhold the refund until we have received the returned product or until you have provided evidence that the product has been returned, whichever occurs first.
Refunds are normally made using the same payment method used for the original purchase, unless otherwise agreed.
If you paid for standard delivery, the standard delivery cost will be refunded when required by law and you validly cancel the entire purchase. Additional costs for upgraded delivery options, express delivery, priority processing, or other optional services are normally not refunded unless required by law.
If the returned product shows signs of handling beyond what is necessary to examine it, or the product has lost value due to handling, damage, missing packaging, damaged packaging, or missing parts, we may deduct an amount corresponding to the reduction in value where permitted by law.
For intimate hygiene products, opened or used products will normally not be eligible for a refund for health and hygiene reasons, unless the product is defective.
7. Buy-One-Get-One Promotions and Bundle Offers
If the order was placed under a promotion, bundle offer, or buy-one-get-one promotion, the promotional terms apply to the entire offer.
If you return the entire purchase, all products included in the promotion or bundle must be returned.
If you choose to keep one or more products from a bundle or promotion, the refund may be adjusted so that the products you keep are charged at the applicable regular price or promotion-adjusted price.
A free product is free only when all promotional terms are met. If part of the offer is returned, the value of the free or discounted item may be deducted from the refund where permitted by law.
8. Exchanges
We may offer an exchange where possible, but an exchange is not guaranteed unless required by applicable law.
For hygiene reasons, exchanges of intimate products are only possible if the product is completely unused, unwashed, not tried on, unopened where a hygiene seal applies, and returned with the hygiene seal or protective packaging intact.
If the requested replacement product is unavailable, we may offer another solution, such as store credit, a replacement product or a refund where applicable.
9. Complaints and defective products
If you believe that the product is defective, was damaged on arrival or is not as described, contact us as soon as possible at:
info@scarletintimates.com
Include:
- Your order number
- A clear description of the problem
- Photos or video showing the defect
- Photos of the packaging if the product arrived damaged
You must notify us within a reasonable time after discovering the problem. In many countries, notifying the seller within two months after discovering a defect is considered reasonable.
Your statutory complaint rights depend on the country in which you reside and the mandatory consumer legislation applicable to the purchase.
As a general guideline:
- In Sweden, consumers normally have the right to make a complaint about original defects for up to 3 years.
- In Denmark, consumers normally have a statutory 2-year complaint period for defective goods.
- In Norway, the complaint period is normally 2 years for products such as clothing and textiles, and 5 years for products intended to last substantially longer.
- In Finland, the seller is liable for defects under Finnish consumer protection rules, assessed based on the product, the defect and the expected normal lifespan.
- In the United Kingdom, consumers have statutory rights if goods are defective, not as described, not fit for purpose or do not meet mandatory consumer standards. Where applicable, consumers generally have a short-term right to reject defective goods and obtain a refund within 30 days. After this, remedies may include repair, replacement, a price reduction or a final right to reject the goods, depending on the circumstances and applicable UK consumer law.
This section does not limit any mandatory consumer rights you may have under local law.
A product is not considered defective solely due to normal wear and tear, improper washing, misuse, accidental damage, failure to follow care instructions, choosing the wrong size or personal preference.
10. Delivery times
We always try to process, dispatch and deliver orders as quickly as possible and within the delivery estimates shown on the website or at checkout.
Our current normal processing time is approximately 2 to 6 business days after you receive the order confirmation.
Our current normal delivery time is approximately 3 to 9 business days after the order has been shipped.
The total estimated time from ordering to delivery is therefore normally approximately 5 to 15 business days, including processing time and delivery time.
Delivery estimates are estimates and not guaranteed delivery dates, unless we have expressly stated otherwise in writing.
Most orders are delivered within the estimated delivery time. In some cases, however, delivery may take longer due to circumstances beyond our direct control.
Examples of circumstances that may affect the delivery time:
- Delays by the carrier
- Customs processing
- Import processing
- Incorrect or incomplete delivery information provided by the customer
- High order volume
- Peak-season pressure
- Public holidays
- Weather disruptions
- Strikes or labor disputes
- Security checks
- Geopolitical events
- Armed conflicts or war affecting international transport routes
- Other Events Beyond Our Reasonable Control
In the event of a delay, we will do our best to assist and provide available tracking or delivery information. A delay caused by the carrier, customs, disruptions to international transport or other external events does not automatically mean that the order is lost or that the purchase has been cancelled.
If the order has not arrived within the estimated timeframe, contact us so that we can investigate the shipment and assist you.
11. Customer's Responsibility for Delivery Information
The customer is responsible for providing complete and accurate delivery information at checkout.
If an order cannot be delivered because the customer has provided incorrect, incomplete or outdated delivery information, the customer may be liable for additional costs related to reshipment, correction, return handling or failed delivery where permitted by law.
If a package is delivered to a collection point, parcel locker or similar delivery location, the customer is responsible for collecting the package within the collection period specified by the carrier.
If the package is not collected and is returned to the sender, we may deduct reasonable costs for return handling, shipping and administrative processing from any refund where permitted by law.
12. Uncollected Packages
An uncollected package is not the same as a valid return or valid exercise of the statutory right of withdrawal.
If you wish to cancel the purchase, you must clearly notify us that you are exercising your right of withdrawal within the applicable withdrawal period.
If a package is not collected and is returned to us or our logistics partner, we may require payment or deduct reasonable costs for shipping, return shipping, handling and administrative processing where permitted by law.
13. 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, returns, complaints and refund requests in accordance with this policy and applicable law.
Opening a payment dispute or chargeback before contacting us may delay the resolution because the matter may then need to be handled through the payment provider's or bank's process.
If a payment dispute is opened, we may provide the payment provider with relevant order information, tracking information, customer communications, return status, delivery documentation and policy information to respond to the dispute.
14. Products that cannot be returned
For health and hygiene reasons, the following products cannot be returned unless they are defective:
- Intimate products where the hygiene seal or protective packaging has been opened, broken, removed or damaged
- Products that have been tried directly against the body
- Products that have been used or washed
- Products with stains, marks, odours, hair, moisture, damage or signs of use
- Products missing original packaging, hygienic protection, labels, inserts or accompanying parts where this affects hygiene, quality or the possibility of resale
If you are unsure whether the product can be returned, contact us before sending it back.
15. Rejected returns
We reserve the right to reject a return if the product does not meet the return conditions in this policy, or if the product cannot be accepted for health, hygiene, quality or resale reasons.
If a return is rejected, we may offer to send the product back to you. The customer may be responsible for the shipping cost of having the rejected product returned when permitted by law.
If the customer does not respond within a reasonable time after we have informed them that the return has been rejected, we may handle the product in accordance with our internal procedures and applicable law.
16. 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.