Refund policy
Returns, withdrawal and refund policy
Last updated: 14 September 2026
This policy applies when you, as a private individual, shop from Tilden Medical, hereinafter referred to as Tilden.
Your rights under mandatory Swedish consumer legislation are not affected by this policy.
For purchases made in the course of business activities, the statutory right of withdrawal for consumers does not apply unless otherwise expressly agreed.
Right of withdrawal
When shopping at a distance, you as a consumer normally have the right to withdraw from your purchase within 14 days without giving any reason.
For purchases of goods, the withdrawal period begins on the day when you, or a person appointed by you, takes possession of the goods.
If the order consists of several goods delivered separately, the withdrawal period begins when you have received the final item.
If a product consists of several parts delivered separately, the withdrawal period begins when you have received the final part.
The withdrawal period does not begin until you have received the information about the right of withdrawal that Tilden is legally required to provide.
How to exercise your right of withdrawal
To exercise your right of withdrawal, you must provide or send Tilden a clear notice before the withdrawal period has expired.
You can do this by:
using the Exercise your right of withdrawal function at tilden.se/en/pages/right-of-withdrawal
sending a message to kontakt@tilden.se
using the standard withdrawal form at tilden.se/en/pages/right-of-withdrawal
When notifying us, you are welcome to provide:
name
email address
order number
which order or products the withdrawal concerns
that you wish to exercise your right of withdrawal
You do not need to state why you are withdrawing from the purchase.
Your notice is valid if it is provided or sent in an appropriate manner before the withdrawal period expires.
You do not need to wait for a reply or approval from Tilden for the right of withdrawal to apply.
Electronic withdrawal function
Tilden provides an electronic function for exercising the right of withdrawal at:
tilden.se/en/pages/right-of-withdrawal
When using the function, you can provide or confirm:
your name
details of the order or contract from which you wish to withdraw
which products the withdrawal concerns, where relevant
the electronic, readable and durable form in which the acknowledgement of receipt should be provided
You submit the notice by expressly confirming that you wish to exercise your right of withdrawal.
Once the notice has been submitted, Tilden will without undue delay send an electronic acknowledgement of receipt in the manner you specified or confirmed in the function.
The acknowledgement confirms the time at which your withdrawal notice was received and is provided in an electronic, readable and durable form that can be retained for future reference.
Returning the goods
After you have notified Tilden that you are exercising your right of withdrawal, the goods must be returned or sent back without undue delay and no later than 14 days from the day on which you provided or sent the notice that you wish to withdraw from the purchase.
Contact kontakt@tilden.se for return instructions and the current return address before sending the goods.
This makes it easier for us to identify and process the return. Contacting us does not mean that you need to wait for approval in order to exercise your right of withdrawal.
Pack the goods carefully and include all parts and accessories belonging to the product.
Please use the original packaging if it is still available and can be used to protect the goods during transport.
The absence of the original packaging does not in itself mean that the right of withdrawal ceases to apply.
We recommend sending the return using a trackable service and keeping the receipt until the return and refund have been processed.
Returns must not be sent cash on delivery or to a parcel service point unless this has been agreed with Tilden.
Return shipping
When exercising your right of withdrawal, you are normally responsible for the direct cost of returning the goods.
This applies provided that Tilden has supplied the information about return shipping required by law.
Tilden will cover the return shipping if:
Tilden has expressly stated that we will cover the cost
Tilden is legally required to cover the cost
the return concerns an approved complaint for which Tilden is responsible for the return cost
If Tilden provides a return label, we will inform you of any cost before it is used. The cost may then be deducted from the refund where permitted.
For an approved complaint concerning defective goods, Tilden covers reasonable return shipping costs.
Exception for sealed hygiene and sterile products
The right of withdrawal does not apply to goods which, once unsealed, are not suitable for return due to health protection or hygiene reasons, if the seal was broken by the consumer after delivery.
This may, for example, apply to sterile or hygiene-sensitive products where the product's protective hygiene or sterile seal has been broken.
The exception applies only when:
the product has an actual protective seal
the seal has been broken after delivery
the product is thereafter not suitable for return for health protection or hygiene reasons
Opening an ordinary outer carton, shipping package or other packaging that does not constitute the product's protective hygiene or sterile seal does not in itself mean that the right of withdrawal ceases to apply.
Information that a particular product is covered by an exception to the right of withdrawal is provided on the product page or otherwise clearly before the purchase is completed.
The right of withdrawal also does not apply to goods made to your specifications or otherwise clearly personalised.
Other statutory exceptions to the right of withdrawal may apply if they become relevant to a particular product or contract.
Inspection and diminished value
Where the right of withdrawal applies, you are entitled to inspect the goods to the extent necessary to establish their nature and functioning.
If you have handled the goods beyond what was necessary, Tilden may be entitled to make a deduction for the reduction in value caused by that handling.
Any deduction is assessed based on the actual reduction in value and the circumstances of the individual case.
A deduction for diminished value is made only when the legal requirements are met.
For products covered by the exception for a broken hygiene or sterile seal, the rules under Exception for sealed hygiene and sterile products apply instead.
Refunds when exercising the right of withdrawal
When you exercise your right of withdrawal and the conditions for withdrawal are met, Tilden will refund the payments that must be refunded by law.
When the entire purchase is withdrawn from, the refund normally includes:
the price of the goods covered by the withdrawal
the cost of the least expensive standard delivery offered by Tilden at the time of purchase
If you chose a more expensive delivery method than the least expensive standard delivery, such as express delivery, Tilden does not have to refund the additional cost resulting from your choice.
The refund is made without undue delay and no later than 14 days from the day Tilden received your notice that you wish to withdraw from the contract.
For purchases of goods, Tilden may withhold the refund until:
the goods have been returned to Tilden, or
you have provided evidence that the goods have been sent back,
whichever occurs first.
This does not apply where Tilden is legally required to collect the goods.
The refund is made using the same payment method used for the purchase unless you have expressly agreed otherwise.
You will not incur any special cost as a result of the payment method used for the refund.
Where permitted by law, Tilden may deduct from the refund, for example:
the cost of a return label provided by Tilden for which the customer is responsible
an established reduction in value for which the customer is legally responsible
Complaints about defective goods
The right of withdrawal and the right to complain about defective goods are two different rights.
The right of withdrawal applies when you wish to withdraw from a distance purchase within the applicable withdrawal period.
The right to complain applies when goods are defective.
If an item is faulty, damaged, defective or does not conform to what was agreed, contact kontakt@tilden.se as soon as possible after discovering the defect.
Please provide:
name
order number
which product the complaint concerns
a description of the defect
photographs or other supporting material where relevant to the assessment
batch number or other product labelling where relevant
Under the Swedish Consumer Sales Act, Tilden is responsible for defects covered by the seller's liability that become apparent within the period specified by law. For ordinary goods, the liability period is normally three years from the date the goods were delivered.
A complaint made within two months from the time you noticed the defect will always be considered to have been made within a reasonable time.
For an approved complaint, Tilden covers reasonable costs you have incurred in returning the goods where such costs must be reimbursed by law.
Depending on the circumstances and the provisions of the Swedish Consumer Sales Act, the following remedies may, among others, be relevant:
repair
replacement
price reduction
reimbursement of the cost of remedying the defect
termination of the purchase
refund
damages where the conditions for this are met
Which remedy is applicable depends on the nature of the defect, the circumstances of the individual case and the provisions of the law.
Damage in transit, missing goods or incorrect delivery
Contact kontakt@tilden.se as soon as possible if:
the package or goods are damaged on delivery
an ordered product is missing
you have received the wrong product
the contents of the shipment do not match the order
Please keep the packaging and photograph the damage, shipping label and goods where relevant.
This helps us investigate and handle the matter more quickly but does not limit your statutory rights.
Uncollected parcels and incorrect address
A parcel that is not collected does not automatically mean that the right of withdrawal has been exercised.
If you wish to exercise your right of withdrawal, you must provide or send Tilden a clear notice.
You are responsible for providing correct and complete delivery details when placing the order.
If a shipment is returned to Tilden because of:
failure to collect it
incorrect address details
incomplete address details
other circumstances for which the customer is responsible
Tilden may charge a reasonable fee corresponding to our actual costs for, for example, shipping, return shipping and necessary handling, to the extent permitted by law.
Such liability for costs does not limit your rights under mandatory consumer legislation.
Standard withdrawal form
Tilden's standard withdrawal form is available at:
tilden.se/en/pages/right-of-withdrawal
The form can be read, saved and printed.
A completed standard form can be sent to:
kontakt@tilden.se
Use of the standard form is optional.
You may also exercise the right of withdrawal using Tilden's electronic withdrawal function or by providing or sending another clear notice to Tilden before the withdrawal period expires.
Contact and company details
Questions about returns, withdrawal, complaints or refunds can be sent to:
kontakt@tilden.se
Full company and contact details for Tilden Medical are available on the Contact details page.