Returns & Exchanges

Returns and exchanges

Right of withdrawal and exchange for online purchases

When you shop online within Europe, you have a 14-day right of withdrawal and exchange.

This means that you can return unused and undamaged goods within 14 days of receiving your package. Note! When purchasing markers, if the seal on the marker has been broken, we cannot accept the product in return.

To make a return, please complete this document (a copy is usually included with the package you received from us), and include with the shipment that you send back to us. Please remember to send the package directly to us, as we do not collect packages from agents.

Please note that returns and complaints may have a handling period of up to 14 days!

If you want to cancel your purchase, there are a number of things you should consider:

• The cost of sending the package back to us is at your own expense, unless it concerns a misdelivery, complaint or warranty case - in that case, read below.
• If it turns out that the right of withdrawal or the right of complaint does not apply to your return, SEK 485 will be charged for the return shipping and handling fee.
• Returns sent to us with transportation services that go to agents (eg DHL Service Point, Postnord Postpaket or Postnord Mypack Collect) are not accepted, as these will not be collected!
• You can also buy a return shipping from us that costs from SEK 100. The cost varies depending on the size and weight of the package, contact us for more information.
• In the case of a return, you are responsible for the package. Therefore, choose a service that is both insured and offers tracking.
• If you want to exchange for a new product, you can order this via the website as usual, the purchase can also be made before we receive the other products in return. We do not process any exchanges manually, but all replacement products are ordered via our website.
• By law, the right of withdrawal does not apply to paintballs (considered perishable), custom-made goods or garments that have a clear personal touch (special design, etc.).
• “High-end” paintball markers (refers to competition markers and other similar markers) in our online shop are not covered by the statutory right of withdrawal for distance selling.
• Demo-ex/Display-ex: A demo-ex is a product that has been used on a single occasion to test the product or for some other similar reason. In some cases, it may also be products that have been returned to us. Because the product has been “used”, we can offer it at a better price than usual. Demo-ex may lack the original packaging and/or manual and is therefore only sold as is.
• The product needs to be packed properly in a carton or similar packaging. Some shipping agents offer the possibility to buy packaging on the spot, but we strongly recommend to pack the product in advance. ATTENTION! Never ever bring a product in the form of a weapon, e.g. a paintball marker, an airsoft rifle, or a Nerf gun without packaging to an agent! This type of product must ALWAYS be packaged if you visit a shipping agent to make a return.

Once the goods have reached us, we will issue a refund (if the payment was made by card, the amount will always be refunded to the same card used for the purchase).

You can read more about the right of withdrawal at Konsumentverket.

Incorrect order

If you have been unlucky and received a wrong delivery where a color or model does not match what you ordered, we will pay all the costs to correct the mistake. Such a wrong delivery must be reported to us via email and as soon as one of our employees has had time to handle the case, you will be contacted by email or phone so that we can solve this.

Please prepare as detailed information about the problem as possible, as well as photos of the faulty product and include this when contacting us, so that we can handle the matter as quickly as possible.

Faulty goods should not be returned at your own expense, but will be paid for by us via a prepaid shipping label used to send the package back.

Warranty and complaints

If your product is broken, this can be reported here, as soon as we have handled the case, you will receive a prepaid shipping note from us that you can use to send the package back to us. The problem must be carefully described when the form is filled in and Hypersports together with the manufacturer of the product has the right of interpretation in what can be considered a handling error and what is considered to be covered by the warranty. The warranty generally applies to manufacturer defects, but may also apply to damage depending on how it occurred. You can read more about our warranty policy here.

In cases where Hypersports has preliminarily assessed the case as a warranty case, but where further troubleshooting has shown that it is a handling error - Hypersports is entitled to charge the customer the return cost (handling and shipping cost) - from SEK 485.

Transport damage

If there is visible transport damage to the package, you should not pick this up, you should instead contact us so that we can resolve this with the transport company. If you have picked up a package and internal packaging damage is found, this must be reported to the transport company and us no later than 3 days after receipt. Most delivery points can help you inspect the goods upon collection if you are unsure whether damage has occurred.

In the case of direct delivery of parcels and pallets, damaged parcels and goods can be accepted provided that this is noted when you sign for the goods. Complaints about the freight and goods must then be made to both the transport company and us within 3 days.

If the customer receives goods with clear packaging damage without noting this when signing for the goods, no claims can be made against Hypersports. However, Hypersports assumes the responsibility to help the customer with the complaint until a decision is made by the transport company regarding compensation.

Responsibility for shipment

In cases where Hypersports is not responsible for the shipping or it has been purchased by Hypersports - the customer is responsible for the products arriving in good condition. However, the customer is responsible, regardless of who is responsible for shipping, for packaging the return according to the descriptions given by Hypersports. Hypersports has the full right to refuse returns where the customer has packaged the product in such a way that it has not been protected during transport. You can get quite far with common sense when packing. Here are some tips.

• Don't pack in boxes that are too big, if the box is too big for what you want to send back, cut it down to size [see video].
  
• Pack heavy goods with shock-absorbing packaging so that they are not damaged during transportation. If you are not sure how to do this, contact us!
• Do you lack packaging to fill empty spaces? In the absence of anything else, you can use crumpled newspaper for this purpose.