Return and Complaint Policy

Returns Policy

Welcome to DonerKnives.com. This Return and Complaint Policy outlines the terms and procedures for returns, refunds, and warranty claims for purchases made on our website. We distinguish between consumer customers (B2C) and business customers (B2B) to ensure compliance with EU distance selling regulations and Swedish consumer law. Our goal is to provide a policy that is legally sound, clear, and user-friendly. Please read the sections below to understand your rights and obligations.

Returns for Consumer Customers (B2C)

Consumers purchasing our döner knives for personal use are entitled to a 14-day right of withdrawal (cooling-off period) for distance purchases, in accordance with EU consumer protection laws . This means you may cancel your purchase within 14 days from the day you received the goods, without having to give any reason, as long as you meet the return conditions described below. We will treat such cancellation requests in line with the EU Distance Selling Directive and Swedish law:

  • Eligibility: To be eligible for a return under the 14-day withdrawal right, the product must be in its original, unopened packaging and unused condition. We only accept returns of products that are unopened and unused for change-of-mind or other customer-attributable reasons . Items that have been opened, used, or damaged by the consumer beyond what is necessary to inspect the product’s features are not eligible for a full return, as they are no longer in “as new” condition. (You are allowed to carefully examine the product as you would in a physical store, but not actually use it. If the product is used more than just inspection, we may deduct an amount for diminished value or reject the return.)
  • Return Request Period: You must inform us of your decision to withdraw (cancel) the purchase within 14 days of delivery of the product . To do so, simply contact us (see Contact Information below) with your order details and a clear statement that you wish to return the item. We will reply with confirmation and further instructions (including a Return Merchandise Authorization number, if applicable).
  • Return Shipping: When returning a product under the 14-day rule, you are responsible for the return shipping costs . We do not provide return postage, so you may choose a carrier of your preference to send the item back. We recommend using a trackable and insured shipping service, as the customer bears the risk of loss or damage to the item until it reaches us. Please pack the product securely in its original packaging to avoid transit damage. (If the return is due to a defect or an error on our part, see the Complaints & Warranty section below — in such cases, we will cover the return shipping.)
  • Refund for Consumer Returns: If you exercise your cancellation right within 14 days and the return meets our conditions, we will issue a full refund of the product price and the original standard delivery cost you paid . (If you chose an expedited or premium shipping option, only the equivalent of the standard delivery cost is refundable .) Refunds are made to the original payment method (e.g. the same credit card or PayPal account) and will be processed within 14 days from the date you informed us of your return decision , provided that we have received the returned goods back or at least proof that you have shipped them back. We reserve the right to delay the refund until the product is returned to us or you supply evidence of having sent it, as permitted by law . Once we receive and inspect the returned item (to ensure it is unused and in acceptable condition), we will confirm the approval of your refund. You will then receive the credit within a few days, depending on your card issuer or bank processing times.
  • Exceptions: Please note that the 14-day right of withdrawal does not apply to business purchasers (see below) or in certain exceptional cases defined by law (for example, goods made to your specifications or clearly personalized, or sealed goods that cannot be returned for health/hygiene reasons once unsealed) . Our products are standard döner knives, so these exceptions typically won’t apply unless a specific item is custom-made for you. If any exception does apply, we will clearly inform you before purchase. For ordinary consumer purchases, the 14-day return policy stands as described.

Returns for Business Customers (B2B)

For customers purchasing on behalf of a business (such as restaurants or resellers), different terms apply. Sales to companies are considered commercial transactions and are not covered by the EU 14-day cooling-off period – the right of withdrawal is generally not applicable to B2B transactions . By default, all B2B sales are final once the order is confirmed.

  • No Automatic Right of Return: Unlike consumers, business customers cannot simply cancel a contract within 14 days by law . We are not legally obliged to accept returns or cancellations from business clients unless a product is faulty (in which case warranty terms apply) or unless otherwise agreed in our contract.
  • Discretionary Returns: That said, we understand mistakes or changes can happen. If you are a business customer and wish to return an item, please contact us as soon as possible. Any B2B return or exchange is at our discretion on a case-by-case basis. In general, we will only consider return requests from businesses if the product is unused, in original unopened packaging, and the request is made very shortly after delivery (e.g. within 7–14 days). If we agree to a return, the item must meet the same condition requirements (unopened, unused) as stated for consumer returns. The business customer will be responsible for arranging and paying for the return shipment in such cases, unless we negotiate otherwise.
  • Restocking or Fees: For approved business returns, we reserve the right to charge a restocking fee or administrative fee especially if the return is due to customer error (for example, ordered wrong model). We will inform you of any such fees at the time of authorizing the return. If the product arrives back used or not in resalable condition, we may refuse the return or offer only a partial refund reflecting the diminished value of the item.

In summary, if you are buying as a business, please order carefully. We strive to assist our B2B customers with any post-purchase issues, but no automatic return right exists for businesses outside of warranty obligations for defects.

How to Initiate a Return (Return Process)

We aim to make the return process straightforward. If you have determined that you are eligible to return a product (see the B2C/B2B terms above), please follow these steps:

  1. Contact Us for Authorization: Before sending anything back, please contact our Customer Support (see Contact Information below) to notify us of your intent to return an item. Provide your order number, the item(s) you wish to return, and the reason for the return. For consumers exercising the 14-day withdrawal, a simple statement like “I would like to return this item under the 14-day return policy” is sufficient. We will respond promptly (normally within 1-2 business days) with confirmation and a Return Merchandise Authorization (RMA) number or further instructions. Do not ship the product before contacting us, as unannounced returns may not be processed.
  2. Ensure Product is Unused and Properly Packed: Double-check that the product is in unopened and unused condition, with all original parts, accessories, manuals, and packaging included. Only unused/unopened items are accepted for return (unless returning due to a defect). If the item has been opened or used, contact us to discuss – do not send a used item back without authorization, as it will likely not qualify for a refund. Pack the item securely in a box to prevent damage. If possible, use the original shipping carton and packing materials. Include a copy of your invoice or order confirmation, and mark the RMA number (if given) on the package or on the return label.
  3. Ship the Item to Us: You may ship the return via a carrier of your choice. As the sender, you are responsible for paying the return shipping costs (postage and packaging) in cases of buyer’s remorse or unwarranted returns . We do not provide prepaid return labels for standard returns. Choose a reliable shipping service; we strongly recommend using a trackable and insured delivery method, as we cannot be responsible for packages lost or damaged in transit. The return address will be provided by our team when you contact us (our main return location is in Lund, Sweden). The customer remains responsible for the product until it arrives safely at our facility. Keep your shipment receipt and tracking number. (If you are returning a product because it arrived damaged or defective, and we have authorized the return, we will cover the return shipping – in such cases we may provide a pre-paid label or reimburse the postage, as discussed in the next section.)
  4. Confirmation and Refund Processing: Once we receive the returned product, we will inspect it to verify that it meets the return conditions (unused, complete, undamaged). If everything is in order, we will approve the return and process your refund. We typically process refunds within 10–14 days after receiving the returned item (often sooner). The refund will be issued to the original payment method you used. We will notify you by email when the refund has been processed. (Depending on your bank or payment provider, it might take a few additional days for the credit to appear on your account.) If there are any issues with the returned item (for example, it arrives in a used or damaged state not previously communicated), we will contact you to discuss resolution (see Returns That Do Not Meet Conditions below).

Complaints and Warranty (Defective Products)

Your purchase is covered by a warranty against manufacturing defects, and consumers also have statutory rights to claim remedies for faulty goods. We want you to be satisfied with our products and will assist if you encounter any defects or issues. This section explains our guarantee, how to make a reklamation (complaint about a faulty product), and how such cases are handled.

  • 1-Year Limited Warranty (Manufacturing Defects): We offer a 1-year guarantee on our döner knives against defects in materials and workmanship, starting from the date of purchase . This means if your knife has a manufacturing fault or does not function as advertised, we will repair or replace it free of charge within one year of purchase. This warranty covers problems like electrical motor failures, structural defects, or other issues that can be attributed to how the product was made. It does not cover damage due to normal wear and tear, improper use, lack of maintenance, or accidents (for example, blade chips or dullness from regular use, damage from dropping the knife, or any modifications made to the product are not covered). We reserve the right to determine whether an issue is due to a manufacturing defect or caused by other factors. The warranty applies to the original purchaser and is non-transferable.
  • Statutory Consumer Rights (EU/Sweden): Importantly, our 1-year commercial warranty does not limit or replace your legal rights as a consumer. Under EU consumer protection law, you have the right to a minimum 2-year guarantee for any product that turns out to be faulty or not as described . In Sweden, consumers have up to 3 years to file a complaint about a product’s original defect . This is known as your reklamationsrätt (right to complain about a fault). Within these legal timeframes, if a product is found to have had an original defect (a problem that was present or seeded at the time of delivery), you are entitled to have the product repaired or replaced at no cost to you . If repair or replacement is impossible or cannot be done within a reasonable time, you may demand a refund (full or partial, depending on usage) as a remedy . These rights apply to consumer buyers. (Business purchasers: warranty claims for you are governed by this section’s 1-year warranty terms, as the consumer protection laws do not automatically apply beyond that.)
  • How to File a Complaint or Warranty Claim: If you discover a defect in your product, please contact our Customer Support as soon as possible. Ideally, do so within a reasonable time of noticing the issue. You can reach us via email or phone (see Contact Information). Provide your order number, a description of the problem, and if possible, include clear photos or videos showing the defect. Our team will review your case and may provide troubleshooting steps to determine if it’s a use issue or a genuine defect. If the issue appears to be covered by our warranty or consumer law, we will issue you a Return Authorization for a warranty claim.
    • For defects or faults that become apparent within 1 year of purchase (and not due to misuse), we will generally handle it under our 1-year warranty. We will likely ask you to return the defective product to us for inspection or repair. We will cover the return shipping cost for approved warranty claims – typically by providing a prepaid return label or reimbursing your postage. Once the item is received, we will either repair it or send you a replacement unit. If neither is possible, we will issue a refund. We aim to complete warranty resolutions quickly, usually within 14 days of receiving the returned item (some complex cases or part shortages might take longer, but we will keep you informed).
    • For defects that arise after 1 year but within 2 years (EU) or 3 years (Sweden) of purchase: if you are a consumer, you may still have a right to remedy under the statutory guarantee for original faults . Contact us with the details as above. Even though our commercial warranty might have expired, we will evaluate your claim in light of consumer law. If the problem is clearly due to an original manufacturing issue (and not due to misuse or new damage), we will honor our obligations, which may include repair, replacement, or an appropriate refund according to the Consumer Purchase Act. Please note that after a certain time, the burden of proof might shift to the consumer to show that the defect was inherent. We will collaborate with you in good faith to resolve genuine cases.
    • For business customers: If your company’s knife has a defect within 1 year, contact us with the details. We extend the same goodwill 1-year manufacturing defect warranty to our business clients. We will repair or replace the item once the defect is confirmed, but we typically require the item sent back to us first. For B2B warranty claims, the customer may need to cover shipping to us, and we’ll cover the return shipment of the fixed/new item back to you (we can discuss the best solution upon contact). After one year, our obligations to business buyers for defects are limited (as the legal consumer guarantees do not apply), but we will still assist in sourcing replacement parts or repairs at cost where possible.
  • Warranty Handling Time: We strive to handle all warranty and defect complaints as swiftly as possible. You will receive an initial response from us within 2 business days of your claim contact. For simple cases (e.g., a clearly broken part), we may send a replacement immediately. In cases where we need to inspect the product, the overall process (from you shipping the item to us, to us shipping a repaired or new item back) is usually completed within 2–4 weeks. If there are any delays (for instance, waiting for spare parts), we will communicate the status to you. Our aim is to minimize disruption to your use of our product.
  • No Additional Fees: If your claim is approved as a valid warranty or defect case, we will not charge you any fees for the repair/replacement. All work and return shipping back to you (for consumers) will be free of charge. If the returned product is found not to be defective (e.g., no fault is found or the issue was due to misuse), we will inform you. In such a case, we may return the original product to you. We reserve the right to charge return shipping to send a non-defective item back, or to refuse a free repair in cases of misuse. But we will discuss this with you if the situation arises.

In summary, we stand by the quality of our döner knives. For one year from purchase, any manufacturing defects are fully covered by our warranty . Beyond that, consumer customers still have rights up to 2–3 years for original faults , which we will honor. Please do not hesitate to reach out if you experience any issues – customer satisfaction and safety are our priorities.

Refunds

For clarity, here is how refunds are handled under various circumstances:

  • Approved Returns (Change of Mind): If you returned a product under the 14-day consumer right of withdrawal and it meets all conditions, or if we approved a discretionary return for a business customer, we will refund the purchase price after we receive and inspect the item. As noted, the refund will generally include the standard outbound shipping fee (for consumer returns) but will exclude any return shipping costs, which are borne by the customer . The refund is issued to the same payment method you used. We process refunds promptly once a return is approved – typically this is done within a few days of item inspection, and certainly no later than 14 days from our receipt of the returned goods. Your bank or card issuer may take additional time to post the credit to your account.
  • Warranty/Defect Resolutions: In cases of a refund granted due to a defective product (for example, if neither repair nor replacement is feasible), we will refund you the amount you paid for the product. If the defect was identified immediately and you returned the item, we also refund any shipping costs you incurred in returning the defective item to us (for consumers, this is required by law; for businesses, we do this as a courtesy in warranty situations). Such refunds will be processed as soon as the decision is made and, if applicable, the faulty item is back with us.
  • Partial Refunds: If an item returned shows signs of use or damage that were not present when we shipped it, and if we decide to accept the return under exceptional circumstances, we may issue a partial refund reflecting the decrease in value of the product. We will communicate this to you in advance. (By default, used items are not refundable, but in case of minor handling that resulted in diminished value, we reserve the right to reasonably reduce the refund amount as compensation for the loss in value .)
  • Refund Method: All refunds are made via the original payment route. We cannot, for example, refund in cash or to a different card. If you paid by credit card or PayPal, the refund will be applied to that account. If you used a bank transfer, we will ask for your IBAN/bank details to send the refund. We do not charge any restocking or administrative fees for standard returns that meet our policy (except possibly for B2B cases as noted or if item was used/damaged). Any fees deducted (such as restocking fee or deductions for missing components) will be clearly explained.
  • Timeframe: After we process a refund on our end, it may take a few days for the amount to reflect in your account. If you don’t see the refund within 5-7 business days after our confirmation, please contact your payment provider, and feel free to inform us so we can assist in tracing it.

Returns That Do Not Meet Conditions (Rejected Returns)

It is important to follow the guidelines above for returns, because if a returned item does not meet our conditions, it may be rejected. Here’s how we handle cases of non-compliant returns:

  • Used or Damaged Items: If we receive a returned product that has been opened, used, or is not in its original condition (without prior agreement or outside a warranty claim), we cannot approve the return for a full refund. We will notify you that the return is not accepted as it violates the policy. You will have the option for us to send the item back to you (at your cost for shipping), or we can dispose of it. We will hold the item for a reasonable period (for example, 30 days) awaiting your instruction. If we don’t hear from you within that time, we reserve the right to assume abandonment and may discard or recycle the item. No refund will be issued in such a case. (Example: A customer returns a knife that has clearly been used to slice meat, with scratches on the blade – this will be rejected as it’s not in unused condition.)
  • Late Returns: If a consumer tries to return a product after the 14-day window has expired (without our prior agreement), or a business attempts a return without authorization, we may refuse the return. Please respect the stated deadlines; if you’re unsure, just contact us to discuss. Unauthorized late returns may be sent back to the sender or held until you arrange for their return to you.
  • Missing Components: If a return is missing parts that were originally included (e.g., an accessory, manual, adapter, etc.), we may either reject the return or deduct the value of the missing parts from the refund. We will communicate with you in such cases to find an acceptable solution.
  • Condition Disputes: In rare cases, there might be a disagreement about the condition of a returned item. We document and photograph returns upon arrival. If we determine an item was used or damaged and you believe this is incorrect, we will work with you to resolve the issue, possibly involving shipping the item back to you. Our aim is not to be punitive, but we must enforce these rules to protect all customers and ensure we can resell returned items as new.

In all the above scenarios, our customer support will contact you to explain the situation. We believe in fairness and will listen to your explanation, but we also must apply the policy evenly.

Contact Information

If you have any questions about this Return and Complaint Policy or need to initiate a return or warranty claim, please reach out to us. We’re here to help.

Doner Knives – Europe (Royals Media AB)

Email: contact@donerknives.com

Phone: +46 72-033 78 47 (Customer Service, available Mon–Fri, 09:00–17:00 CET)

Business Address: Royals Media AB, Lund, Sweden (please contact us for the precise return mailing address before sending any returns).

You can also find support on our website’s Support page or through our social media channels. When contacting us, please reference your order number or account email to help us assist you faster.

Note: This policy is part of our Terms and Conditions. By making a purchase on DonerKnives.com, you agree to this Return and Complaint Policy. We adhere to all applicable EU and Swedish consumer protection laws, and this policy is designed to reflect those rights in a clear manner. In case of any conflict between this policy and mandatory law, the provisions most favorable to the consumer will apply.

Thank you for shopping with DonerKnives.com. We value your business and are committed to your satisfaction. If you have any further questions or need clarifications regarding returns or warranty service, please do not hesitate to contact us. We hope you enjoy your product, and we are here to support you if any issues arise.

Last updated: June 2025