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Returns & Refunds
How to return an order?
Your satisfaction is our priority – if the ordered products do not meet your expectations, you have the option to return them. The entire process is simple, transparent, and tailored to your needs.
To submit a return or complaint, go to our system and enter the e-mail address used when placing the order. After logging in, you will select the appropriate order, products, and type of request. The system will guide you through the next steps and provide shipping instructions and a shipping label.
You can return products without giving a reason – up to 14 days from the moment of receiving the shipment. This gives you time to carefully review your order and decide whether the product meets your expectations.
Important! The deadline for sending the return shipment must not exceed 14 days from the moment the request is registered in the system. Products should only be sent back after receiving the shipping instructions and shipping label from the system.
You will need the e-mail address used when placing the order.
Return conditions
For a return to be accepted, please meet a few basic conditions:
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The product must show no signs of use.
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It must be complete and packaged in a way that prevents damage during transport.
- The return must be registered in the returns and complaints system. Depending on whether the request concerns a return or a complaint, the timing for sending the products differs:
> Returned products can only be sent back after completing the return registration process in the system and paying for the shipping label.
> Complained products can only be sent back after completing the complaint registration process in the system, the complaint being approved by the store and receiving the shipping label. - If you need an additional document for the package, you may include a printed: Return form (optional).
GO TO THE RETURNS AND COMPLAINTS SYSTEM
In the system you will select the order, products, and type of request.
In some situations we may refuse to accept a return. More information can be found here:
When We May Not Accept a Returned Product – Scandinavian Handles
What do you need to submit a request?
To efficiently register a return or complaint in the system, prepare:
- the e-mail address used when placing the order,
- the order number the request concerns,
- a list of products you wish to return or complain about,
- a description of the problem and photos of the product – if the request concerns a complaint.
How to return a product? – step by step
- Go to the returns and complaints system: https://returns.xeper.io/login.
- Register in the system by entering the e-mail address used when placing the order.
- Select the products and the type of request (return or complaint), then fill in the required information in the system.
- Receive the shipping label – for returns, the label is provided after payment confirmation in the system; for complaints, after the request is approved. Print it and attach it to the package according to the instructions.
- Send the package – pack the products in their original packaging, secure them well for transport, and send the shipment according to the instructions from the system.
Warehouse address (for information only):
Skandynawskie Uchwyty
ul. Równa 19 D
80-067 Gdańsk
Phone number for sending returns: +48 732 483 885
The address is provided for information only – the shipment must be sent according to the instructions and label provided in the returns and complaints system.
| Important! The cost of returning the package is covered by the customer. |
Damaged products are not eligible for return, so please ensure that all products are properly secured.
If a product is damaged or incomplete, we may reduce the value of the refund.
In-person return
You have the option to make a return in person at our boutique in Gdańsk.
In this case, you can register the return in the system beforehand or during your visit to the boutique.
You can register the return in advance in the system: Returns and complaints system
Refund
After receiving the return shipment, the products will be inspected for quantity and quality. After verifying the package and approving the return, a corrective invoice will be generated for you. This document will be automatically sent to the e-mail address provided in the order.
The refund will be processed within 3–14 days.
Important! Please do not send anything back without completing the process in the system and receiving the shipping label. Unauthorized returns will not be accepted.
How to file a complaint? – a guide
At Scandinavian Handles, we make every effort to ensure that ordered products meet the highest quality standards. However, if you receive a product that does not meet your expectations or has a defect, we enable you to file a complaint quickly and transparently.
To allow us to process your request efficiently, please file the complaint through the returns and complaints system: https://returns.xeper.io/login. Register in the system, entering the e-mail address used when placing the order. After successful registration, select the order number the complaint concerns, then indicate the product(s) to be complained about and fill in the required information, including a description of the problem and photographic documentation.
SUBMIT A COMPLAINT IN THE SYSTEM
If the complaint is accepted, the shipping label will be provided in the system.
Order number
This is the basic identifier that allows us to locate your order in our system.
Details used when placing the order
Please provide your first name, last name, and e-mail address (or phone number) used when placing the order.
Detailed description of the problem
The more precisely you describe the defect or non-conformity of the product, the faster we will be able to find the right solution. In the description, it is worth including:
– which product the complaint concerns,
– what the problem is (e.g. mechanical damage, colour difference, missing element),
– when the problem was noticed.
Photo or photos of the complained product
Photographs help us accurately assess the situation. Please make sure the photos are clear and well-lit – ideally from several angles.
Where to submit the request?
Please submit complaints through the system: https://returns.xeper.io/login
If for technical reasons you are unable to use the system, contact us as a backup by e-mail: [email protected]. In the subject line, please write: "Complaint – order number" to speed up the handling process.
E-mail contact is only for emergencies in case of technical problems with the returns and complaints system.
Thank you for your trust and cooperation in ensuring the highest quality of our services.
The Scandinavian Handles Team
Frequently asked questions
Do I need to give a reason for the return?
No, we do not require a reason for the return – you have the right to withdraw from the contract within 14 days without justification.
Of course, we would greatly appreciate it if you share your opinion. We listen carefully to our customers – if we notice, for example, that the colour of products does not match expectations, we respond by continuously adding more photos or product shots to help future customers make their choice.
Where can I get a return form?
You can register the return in the system: https://returns.xeper.io/login. Products should only be sent back after completing the process in the system and receiving the shipping label. If you need an additional document, you can optionally download: Return form.
Can I return only part of an order?
Yes, you can return selected products from an order, as long as they meet the return conditions.
Can I include several products in one request?
Yes, if the system allows you to select multiple products from one order, you can submit them within a single process. Each product must be indicated in the system according to the instructions.
Who covers the cost of returning the package?
The cost of returning the shipment is covered by the customer.
When will I receive the return label?
For returns, the shipping label is provided after completing the registration and paying for the label in the system. For complaints, the label will be provided after the request has been approved by the store.
What if the product was damaged during shipping to me?
In this case, please file a complaint through the returns and complaints system: https://returns.xeper.io/login.
Can I send the package without a label from the system?
No. Products must only be sent back after completing the process in the system and receiving the shipping label. Shipments sent without prior registration and a label may not be accepted.
Why can't I see my order in the system?
Make sure you are entering the e-mail address used when placing the order. If the order is still not visible, please contact us via emergency e-mail: [email protected].
How long will I wait for a refund?
The refund is processed within up to 14 days from the moment the return is approved.
Can I return products in person?
Yes, you are welcome to visit our boutique in Gdańsk. A return form is not required.
Can I exchange a product instead of returning it?
We do not offer a classic product exchange. If you want to order a different model or colour, please place a new order, and you can return the original product according to the procedure.
Can I return a product after 14 days?
Returns after 14 days are not possible under the right of withdrawal.
Will I receive confirmation that my return has been accepted?
Yes, after receiving and processing your return, you will receive an e-mail confirmation along with a corrective invoice document.
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