General conditions for Pay and Collect

1. General purchase information

The “Pay & Collect” terms and conditions apply between you, the consumer, and Biltema Sweden AB, corp. ID 556297–3320, (“Biltema”) when you purchase products online at www.biltema.se (“Biltema Online”) and collect them at the selected Biltema store (“Biltema Store”).

You may only make purchases via Biltema Online if you are a legal adult and have the right to enter into a contract.

We reserve the right to amend these Terms of Purchase without prior notice to you. The version of the Terms of Purchase published on Biltema Online at the time of your order will apply to your purchase.

You can find our full company and contact details at the end of these Terms of Purchase.

You can download the Terms of Purchase here: General Terms and Conditions for Pay and Collect

2. Ordering and purchasing products

After selecting the goods you wish to purchase from us, you complete your order at checkout. By paying the purchase button at checkout, you place your order and confirm that you wish to buy and pay for the goods shown in your basket/at checkout, and that these Terms of Purchase shall apply to your purchase.

Once we have received your order, we will send you an order receipt by SMS or email confirming that we have received your order. Please note that this order receipt does not constitute an order confirmation or acceptance of your order—it is only a confirmation that we have received your order. We will also send a message stating that your order is being picked from our warehouse, but this does not constitute acceptance of your order either.

Once we have processed your order, checked that your ordered goods are available for delivery at the correct price, and approved your order, you will receive an order confirmation by SMS or email (to the contact details you provided at checkout), confirming that we have approved your order, that the purchase has been completed, and that an agreement has been entered into between you and us. Your order confirmation contains important information about your purchase—so please check it as soon as possible to ensure that all information is correct!

We reserve the right to refuse orders, regardless of the reason. If we refuse your order, we will notify you as soon as possible, and any advance payments will be refunded as soon as possible. Information about prices and stock levels on our website is not binding. A binding agreement exists only after your order has been approved by us through an order confirmation.

2.1 Changing an order

If you discover any inaccuracies in your order, it is important that you immediately contact us via your chosen Biltema store in order to change your order.

In the event of obvious errors (e.g. incorrect price, misprints, etc.), Biltema reserves the right to correct the error afterwards. If you are not satisfied with our correction, you naturally have the right to cancel your order.

2.2 Information about products

Information about an individual product is presented on Biltema Online on the respective product page and in connection with the purchase of the product.

2.3 Stock levels

Current stock status for a product at each Biltema store is indicated via Biltema Online in connection with the order. If Biltema becomes aware that your order cannot be delivered in full due to any discrepancies in the stock information in Biltema Online, the relevant Biltema store will contact you. You naturally then have the right to cancel or change your order.

Biltema reserves the right to refuse an order if the product is out of stock or in the event of technical errors.

3. Prices

All prices are stated in Swedish kronor and include VAT.

The price for the goods you order is the price stated on Biltema Online on the day of your order or when you last changed your order, subject to any typographical errors or other inaccuracies. Any service/delivery fee is shown at checkout.

4. Payment Methods

We offer the following payment options in cooperation with Qliro. In this connection, please note that if the purchase is not completed, the refund is handled by Qliro either by releasing the reserved amount or by crediting the payment. A fee may also apply when certain payment methods are selected.

4.1. Direct Payment (Bank Transfer)

After you have confirmed your purchase at the Biltema Online checkout, you will be redirected to your online bank to complete your payment. The money will be debited directly from your account when you approve the transaction.

4.2. Card payment

You can choose to pay the entire order value by debit or credit card. We currently accept VISA and MasterCard. There is no card fee and, our partner Qliro, handles the credit card payment to guarantee a fast and secure payment. For increased security, we use 3D-Secure, a global security standard developed by VISA and MasterCard for payments over the Internet.

After confirming your order at the Biltema Online checkout, you will be requested to provide your card details in order to complete the order, after which the price of the order will be held on your account. The transaction is carried out with SSL encryption, which means that no unauthorised party is able to see your information. The actual amount will only be debited from your card once you have collected your order at the relevant Biltema Store. You are obligated to ensure that there are sufficient funds on the payment card when the funds are held and the payment is made. If the specified card cannot be debited when you collect your order, Biltema has the right to cancel the purchase or demand subsequent payment. Reserved amounts are handled by Qliro. If you have any questions about your reserved amount, please contact Qliro directly on 08-40 900 300.

You may choose to pay the full order value by debit or credit card. We currently accept VISA and Mastercard. No card fee is charged, and credit card payments are handled by our payment partner Qliro to ensure a fast and secure payment. For increased security, we use 3D Secure, a global security standard developed by VISA and Mastercard for payments over the Internet.

After you have confirmed your purchase at the Biltema Online checkout, you will be asked to enter your card details to complete the order, after which the price of the order will be reserved on your account. The transaction is carried out with SSL encryption, which means that no unauthorized person can see your details. The actual card charge will only take place after you collect your order at the Biltema store. You are responsible for ensuring that there are sufficient funds on the card you have chosen to pay with at the time of reservation and payment. If the specified card cannot be charged when you collect the goods, Biltema has the right to cancel the purchase or demand payment afterwards. Reserved amounts are handled by Qliro. If you have questions about your reserved amount, please contact Qliro directly on 08-40 900 300.

How it works:

Choose card as the payment method at checkout. You will now be linked to Qliro’s secure payment server.
Choose the card type and enter the card number, expiry date, card security code (CVV), and the name of the cardholder. Please note that when using a virtual card, you should provide at least two months’ validity.
A check is carried out to confirm that the card details are correct and that there are sufficient funds for the purchase.
The purchase amount is first reserved on your account.
The reserved amount is transferred to the store when the goods are dispatched/collected.

Card payments are made in systems that meet the requirements of the PCI-DSS security standard. For information about your payment, contact Qliro using the contact details at www.qliro.com.

Please note that we (Storebox) currently do not support payments made by debit card via Samsung Pay or Apple Pay.

4.3 Qliro invoice

Together with Qliro, we offer payment by invoice so you can shop online simply and securely. The invoice must be paid within 14 days from the invoice date. The invoice is sent by email to the email address you provide at the time of purchase. You can also view and pay the invoice in Qliro’s app/website.

If payment is late, a reminder will be sent to you and a late payment fee of SEK 60 will be charged, together with default interest of 24% plus the applicable reference rate. In the event of a further delay, a statutory debt collection fee will apply.

For invoice purchases, we reserve the right to carry out a credit check through Qliro AB. The collection and processing of your personal data, as well as the credit check, are necessary for us to process your request for 14 days’ credit.

By making the purchase, in addition to these general terms and conditions for “Pay and Collect”, you also accept Qliro’s invoice terms. More information about Qliro’s terms, which apply to your payment when this payment option is used, can be found here.

For more information about Qliros terms and conditions, please read here.

4.4. Qliro ”Purchase now – pay later”

With this payment method, you have 0 % interest and a setup fee of SEK 39. Except form that, there are no additional fees. The invoice is sent by e-mail in the middle of the campaign month. You can also see and pay the monthly invoice in Qliros App/Website.

In case of delayed payment, the payment plan for the Campaign will be transferred to the Qliro Account, where a late fee of SEK 60 and default interest of 24% + applicable reference interest on the next monthly invoice will be paid.

At the time of purchase, we reserve the right to make a credit report through Qliro AB. Collection and processing of your personal data and credit information is necessary in order for us to process your request for credit purchases.

Full terms: Qliros full promotional terms

4.5 Qliro Account & installment payment

When you choose a part payment, you are immediately notified if your application has been granted and we can handle your purchase immediately. Should your application not be granted, you can go back and choose an alternative payment method.

You can have one or more ongoing part payment purchases and Qliro compiles them on a monthly invoice that is sent to you via email in the middle of each month. In Qliros App/website you have the possibility to see and pay the monthly invoice. You can pay your entire remaining debt at any time during the instalment period.

In case of late payment, a reminder is sent to you and there is a delay fee of SEK 135 plus late interest rate with 24 % + applicable reference rate. In case of further delay, a statutory collection fee is added.

Payment options and full terms: Qliros full term and payment options for account and part payments

5. Delivery information

5.1. Delivery Time and Delivery Method

When you buy products from us via Biltema Online, you can choose which Biltema store you will collect the products from. Unfortunately, we do not currently offer home delivery or delivery to collection points—purchased products are always collected by you directly from us at the selected Biltema store. You can choose either to collect the goods directly in the selected Biltema store, or at the store’s drive-in. Below you can find more information about each delivery method. Any shipping, delivery, or service fee is shown at checkout.

The product page for each product states whether the product is in stock in your selected Biltema store. Products that are not stocked in your selected Biltema store cannot be ordered for collection there.

Unless otherwise stated on the ordered products’ product pages or at checkout, ordered and stocked goods can be collected during regular opening hours at the selected Biltema store 2 hours after you have received your order confirmation.
The 2-hour period runs and is calculated only during the selected Biltema store’s opening hours. Therefore: (1) If you receive an order confirmation when the Biltema store is closed, the 2-hour period is calculated from the time the Biltema store opens again. (2) If there are less than 2 hours before the relevant Biltema store closes when you receive the order confirmation, the 2-hour period is “paused” at closing time and resumes when the Biltema store opens again, meaning collection will be possible the following day during regular opening hours.
Please note that the collection times for Pay & Collect – Drive In are limited to what is stated below, and the 2-hour period above runs and is calculated only during the specified collection times below.
If you do not collect your goods within 48 hours after receiving the order confirmation, the purchase will be cancelled and your money will be refunded.

5.2. Pay & Collect – Collection in Store

Your goods are deemed delivered when you (or someone on your behalf) collect them at the selected Biltema store. Follow the signs to the “Pay & Collect” desk in the Biltema store where you chose to collect your goods. To ensure that your goods are collected by you, you must show your identification and the received order confirmation. Any representative must show both your identification and their own. Electronic identification is not accepted.

5.3 Pay & Collect – Drive In

Your goods are deemed delivered when they have been delivered to your car at your Biltema store. Follow the signs and instructions for “Pay & Collect Drive In” when you arrive at your Biltema store. To ensure that you are on site and that your goods are delivered to your car, we ask you to do the following when you are there:

When you have arrived at the collection point, register your arrival by paying the “Report arrival” button that you received in previously sent information.
Please enter your registration number so the staff know which car to deliver to. You can do this either via the SMS or email that was sent to you.

By doing this, you consent to our terms of use and procedures for Pay & Collect Drive In, and this is considered equivalent to an acknowledgment that you have received your goods.

Please note that we can only deliver your goods via Pay & Collect Drive In from 08:00 to 19:00 on weekdays and from 10:00 to 17:00 on weekends (“collection time”).

Products exceeding the maximum weight of 25 kg cannot be ordered with Drive In and will automatically be removed from the shopping list. These goods can instead be ordered with Pay & Collect and collected at the pick-up point in the store.

5.4. Delivery Delays

If a delivery delay should unexpectedly occur, we will notify you as soon as possible (including information about a new delivery time, if possible). If a delivery delay occurs, you may—depending on the circumstances and under the rules of the Consumer Sales Act—be entitled to various remedies, such as the right to withhold payment, require us to complete the purchase, and cancel the purchase. For example, you may have the right to cancel the purchase if the delay is of material importance to you. Please contact us using the contact details at the end of the Terms of Purchase if you wish to contact us regarding a delay.

6. Right of withdrawal, cooling-off period and claims

6.1 Right of withdrawal

A 14-day right of withdrawal

When you buy products from us via Biltema Online, you have (unless an exception applies, see below) under the Distance Contracts and Off-Premises Contracts Act the right to cancel your purchase without giving any reason (a so-called right of withdrawal) within 14 days.

If you want to exercise your right of withdrawal, you need to notify us of this within 14 days from the day you, or someone on your behalf, collected the purchased goods from the relevant Biltema store (the so-called withdrawal period).

You can send your notice of withdrawal by email, letter, or telephone using the contact details found at the end of these Terms of Purchase or here: [link]. You can also notify us of your withdrawal at your local Biltema store. Please note that the notice of withdrawal must clearly specify which purchase it concerns and that you are cancelling the purchase.

There is a standard form for exercising the right of withdrawal that you can use (and send to us) to exercise your right of withdrawal—the Swedish Consumer Agency has produced a version of this form.

You can also exercise your right of withdrawal through our Withdrawal Function, which you can find [in the footer of our e-commerce site and in this withdrawal form. The Withdrawal Function is an electronic function that makes it possible to exercise your right of withdrawal directly on our e-commerce site in a smooth and simple way. When you exercise your right of withdrawal via our Withdrawal Function, you will receive an acknowledgment confirming the time at which we received your notice of withdrawal.

To exercise your right of withdrawal in time, it is sufficient that you send your notice of withdrawal as described above before the withdrawal period has expired. If you do not receive any confirmation that we have received your notice of withdrawal within a reasonable time after you sent it to us, we ask you to contact our customer service immediately.

Return Following Withdrawal

If you withdraw from your purchase, you must return or send back the goods to us without undue delay and no later than 14 days from the day on which you sent us your notice of withdrawal. To meet the deadline, it is sufficient that you send the goods before the 14-day period has expired.

Send or return your cancelled goods to any Biltema store in Sweden. Address details can be found here: Warehouse and opening hours. For the smoothest handling of your withdrawal case, we recommend that you preferably return the cancelled goods directly to a Biltema store (although you may of course send them to any Biltema store).

You are responsible for the cost of returning goods under the right of withdrawal. The cost of returning bulky goods that cannot be sent by regular post is usually approximately SEK 900. The cost may vary depending on where you live, where collection takes place, which carrier is used, and similar factors. Please ensure that the goods are well packaged so they are not damaged during return shipment.

Conditions for Returns After Withdrawal

You are of course entitled to inspect and examine a purchased item. Please handle the item with care and only to the extent necessary to establish its nature, characteristics, and function. As guidance, you may handle the goods in the same way as you would have been allowed to do in a store.

The returned goods must be complete, which means that all parts, accessories, instructions for use, original packaging, etc. must be returned to us. You are liable to compensate us for any diminished value of the withdrawn goods to the extent that the reduction in value is due to your handling of the goods beyond what is necessary to establish their characteristics or function (a so-called deduction for diminished value). The deduction is generally made from the refund. You are also liable to compensate us if any part of the goods is missing.

Refunds for Withdrawn Purchases

If you withdraw from your purchase, a refund will be made without undue delay and no later than 14 days from the day on which we received your notice that you have cancelled the purchase. However, we reserve the right to withhold the refund until we have received the goods back from you or until you have provided proof that you have sent the goods back, whichever occurs first.

The refund will be made to you using the same payment method that you used for your purchase, unless we agree otherwise. We will reimburse the amount you paid to us, less any deduction for diminished value (see more about this above).

Exceptions to the Right of Withdrawal

There are certain situations in which you do not have a right of withdrawal when shopping with us. The right of withdrawal does not apply if you have purchased goods:

that are liable to deteriorate rapidly or become too old quickly, for example certain types of food.
that, once unsealed, cannot suitably be returned for health protection or hygiene reasons—and the seal has been broken by you, for example underwear.

Please contact us before placing your order if you are unsure whether you have a right of withdrawal or not.

6.2 Cooling of period

When you purchase from Biltema, in addition to the right of withdrawal, you have a 30-day open purchase period from the day on which you, or someone on your behalf, collected the order from the relevant Biltema store. This means that you can cancel your purchase and get your money back when you return your item within those 30 days. You may return the goods to any Biltema store.

Please contact the customer service department at your nearest Biltema store without delay. Don’t forget to bring your receipt.

The following conditions apply to open purchase. NOTE: open purchase and the conditions below never limit your statutory right of withdrawal.

Conditions. Open purchase only applies if (i) the item is unused, undamaged, and not destroyed, and all manuals and accessories are returned; (ii) the item is returned in its original packaging, and the original packaging is undamaged, i.e. usable—oils, chemicals, and other products without a seal cannot be exchanged; and (iii) the receipt is presented. Open purchase does not apply to sale items, campaign items, or goods at a reduced price, made-to-order goods, specially adapted goods, consumable goods, or goods exempt from the right of withdrawal as set out above.
Time limit. If you wish to use the open purchase option, you must notify us and return the goods and complete the repurchase (or exchange) at any Biltema store within 30 days from when the goods were collected.
Refund. Any refund will be made using the same payment method as at the time of purchase (for example the same card, cash to cash, etc.). Only the cost of the returned item will be refunded.

6.3 Complaints

6.3.1. Your Right to Make a Complaint

If the item you purchased is defective, you have the right to complain about the defect. A product may be defective if it does not conform to the sales agreement or the product description on Biltema Online. The Consumer Sales Act contains rules on when a purchased item is defective.

If an item is defective, you may—depending on the circumstances, the defect, your wishes, and the rules of the Consumer Sales Act—be entitled to require remedy (repair), replacement delivery, a price reduction, or to cancel the purchase (and then receive a refund).

6.4. Notice of Complaint

If you wish to complain about a defect in an item, you must notify us of the defect. You are welcome to contact your nearest Biltema store directly and bring the item and proof of purchase there, and they will handle your complaint in the best possible way.

If visiting your nearest Biltema store would cause you extra inconvenience, we recommend that you first contact your Biltema store by telephone on 077-520 00 00. Otherwise, email and letter are also acceptable. You can find other contact details for your nearest Biltema store here. Other contact details that you can also use for your complaint can be found at the end of these Terms of Purchase.

Please describe the defect clearly when making your complaint, and note that we need information to identify the purchase—preferably the receipt.

Please note that you must complain about a defect within a reasonable time after you noticed or should have noticed the defect. A complaint made within two months after you noticed the defect is always considered to have been made in time.

6.5. Our Liability Period for Defects

We are liable for defects in your purchased product that existed at the time of delivery and that become apparent within three years from that point. A claim arising from a defect is time-barred if it is not made within two months from the end of the above-mentioned three-year period. In other words, if a complaint is not made within a reasonable time from when the defect should have been discovered, and no later than three years and two months from when you received the goods, you lose the right to assert any remedies under the Consumer Sales Act against us due to the defect.

6.6. Return of Complained Goods

In the event of a complaint, we may ask you to return the complained goods. If so, leave or send them to your nearest Biltema store, whose address details you can find here: Warehouses and opening hours.

However, do not send the goods until we have expressly asked you to do so. If the complaint is approved, we will bear the return shipping cost. If the complaint is not approved, you will bear the return shipping cost yourself.

6.7. Refunds

If a refund or price reduction is to be made, the refund will be processed without undue delay using the same payment method as the original payment (if you paid by invoice via Qliro, any crediting will—where applicable—be handled by Qliro in accordance with their terms).

7. Product and Pricing Information

We always strive to provide correct information, but mistakes can sometimes occur. We are never bound by any information that you realized or ought to have realized was incorrect, for example when the information we provided about a product or its price is obviously incorrect due to a writing or printing error. This applies to information on Biltema Online, catalogues, advertising mailings, marketing materials, and otherwise. We reserve the right in such cases to cancel your order.

Biltema has the right to correct such errors, change or update the information on Biltema Online, and continuously make product changes and improvements.

We cannot guarantee that the images on the website always reproduce the exact appearance of the goods, among other things because different screens and individual screen settings affect colour reproduction (which is why we cannot guarantee that the colour shades of the goods correspond to the images shown when you visit our website).

8. Personal data

When you shop or interact with us, you may share your personal data with us. We process personal data in accordance with Biltema’s privacy policy.

9. Cookie policy

We use cookies on our e-commerce site. For detailed information about our use of cookies, please see our cookie policy.

10. Applicable Law and Disputes

These Terms of Purchase shall be interpreted and applied in accordance with Swedish law.

We always strive for you to be satisfied when shopping with us. If a dispute arises that we cannot resolve together, you may always turn to the National Board for Consumer Disputes (ARN) to have your case reviewed, using the contact details below. ARN makes independent decisions in, among other things, complaint cases. Biltema always participates in any disputes handled by ARN.

The National Board for Consumer Disputes
Box 174
101 23 Stockholm
http://www.arn.se

Disputes may also be tried by a Swedish general court.

11. Company information and Contact

11.1. Company Information

Biltema Sweden AB
Company reg. no. 556297–3320
Arenavägen 17-19 2 tr., 433 33 Partille

You can reach Biltema’s knowledgeable customer service department who will gladly answer your questions at kundservice@biltema.com or on tel. no. 077-520 00 00 weekdays 08:00-17:00.

The address, telephone number, and email address of each Biltema Store can be found on Biltema Online.

11.2. Contact

You can reach Biltema’s knowledgeable customer service department, which is ready to answer your questions, at kundservice@biltema.com or by phone at 077-520 00 00 on non-holiday weekdays between 08:00 and 17:00.

You can find the address, telephone number, and email for each Biltema store via Biltema Online.