Complaint conditions

Icababa follows the Swedish Consumer Agency’s guidelines for complaints. 

The customer has the right to advertise their product for 3 years after the product has been received. This means that Icababa is obliged to process the customer’s complaint for 3 years after the customer has received their product. However, this does not mean that Icababa is obliged to remedy the defect within 3 years after the customer receives the product. The right of complaint is not the same as a guarantee. 

A complaint always begins with the customer proving to Icababa that the product at the time of the complaint is defective. 

The customer can only claim their product by contacting Icababa via email and attaching a picture of the defect. If the defect cannot be documented with a picture, the customer must carefully describe the defect in text. Defective products that are returned without prior email contact with Icababa are handled according to Icababa’s return conditions. 

If what the customer claims is a defect is not a defect but a deliberate nature of the production, Icababa is not obliged to process the customer’s complaint, but the customer can then choose to keep the product or return it according to Icababa’s return conditions. 

Products that are defective on delivery 

For products that are defective upon delivery and where the right of withdrawal  still applies, the customer has the right to decide for himself whether he wants to: 

  • Return the product for a full refund. 
  • Have the product exchanged for another copy of the same product or an equivalent product. 
  • Have the product repaired if this can be done at a reasonable cost to Icababa. 

Products that break within 6 months of receipt. 

For products that break within 6 months of the customer receiving the product, the burden of proof is on Icababa to prove whether the fault was caused by normal or abnormal wear and tear, mishandling by the customer, failure to follow washing instructions or otherwise occurred after delivery of the product and that the error did not exist when the product was delivered. If Icababa cannot prove that the fault did not exist when the product was delivered, Icababa is obliged to: 

  • in the first instance, repair the product within a reasonable time if this can be done at a reasonable cost to Icababa. 
  • alternatively, exchange the product for another copy of the same product or an equivalent product. 
  • thirdly, if the customer wishes to keep the defective product, offer reasonable compensation. 
  • fourthly, refund the full value of the product against the customer returning the product. 

Products that break after 6 months of receipt. 

For products that break after 6 months after the customer receives the product, the burden of proof is on the customer to prove that the fault was present when the product was received. If the customer can prove this, Icababa is obliged to process the complaint according to the steps above. If the customer cannot prove that the product was defective upon receipt, Icababa is not obligated to repair, replace, compensate or refund the product. 

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