Terms of purchase

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Customer Service:
Email: info@donlorino.com

Opening hours:
Weekdays 8-17

Don Lorino
Org no. 5592640311
Håven 1

1.1 These general terms and conditions ("Terms") apply when you as a consumer ("You") place an order via www.donlorino.com/se, ("Site"). Agreement is concluded between you and Alexandra Lundegård AB, organization number 559264-0311, VAT registration number SE559264031101 ("Don Lorino"). Contact details and other information about Don Lorino can be found on the Site. The terms and conditions are only applicable to you who are consumers and who place orders via the Site. We encourage you to read these terms and conditions in their entirety before placing an order. These conditions can be updated, which is why we ask you to read the conditions before each order you place on the Site.
1.2 In order to order on the Site, You must have a delivery address in one of the countries to which Don Lorino sends orders and You must be 18 years of age and not be under guardianship. According to Swedish law, Don Lorino does not accept credit purchases for people under the age of 18. Don Lorino reserves the right to cancel or change your order in individual cases, for example if you have provided incorrect personal data or have payment objections.
1.3 Don Lorino reserves the right for final sales, technical problems and possible image and writing errors on the Site, for example errors in product descriptions, technical specifications or incorrect information about whether an item is in stock. In the event of any inaccuracies, Don Lorino reserves the right to correct this afterwards and to change or update the information at any time. In cases where an item is out of stock and the stock balance is not displayed correctly on the Site, you will receive information about this via e-mail. All image information on the Site should be viewed as illustrations and cannot be guaranteed to reproduce the exact appearance and condition of the item. Don Lorino is not responsible for information on the Site that comes from a third party.
1.4 The site, including all content on it, is owned by Don Lorino or its licensors and suppliers. The information is protected by, among other things, intellectual property and market laws. This means that logos, company names, product names, images, graphics, designs, text, sound clips, layout, digital downloads, other software as well as information about goods, services and other content may not be copied or used without written approval from Don Lorino.
2.1 Orders are placed on our website www.donlorino.com/se. If you have questions about how to order, you are welcome to contact our customer service by sending an e-mail to info@donlorino.com. Placing an order via the Site means that you accept our Terms and Conditions. By accepting the Terms and Conditions, you undertake to follow the Terms and Conditions in their entirety, as well as agree that you have read the information about personal data and consented to the use of names, personal data and cookies.
2.2 An agreement for purchase is entered into when Don Lorino has confirmed your order and you have received order confirmation from Don Lorino by e-mail. Don Lorino invites you to save this order confirmation for any contact with Don Lorino's customer service. You can cancel your order until it has been confirmed by Don Lorino. If the order is cancelled, Don Lorino will refund all possible payments that You or the company whose payment solution You used have made regarding the order.
2.3 We reserve the right to correct orders if delivery cannot take place for any reason. If you have placed several orders, we reserve the right to combine your orders and deliver them in one package.
3.1 In connection with your order, you agree that we store and use your data in our business to complete the purchase and provide the service you can expect from us. Don Lorino works in accordance with the EU law General Data Protection Regulation (GDPR) and you can read more about how we handle your personal data as well as what rights you have in our Privacy Policy.
4.1 When ordering via the Site, the prices stated on the Site apply. Prices are stated in Swedish kronor and include value added tax (VAT).
4.2 In collaboration with Klarna, Don Lorino offers invoice payment, partial payment, credit card payment and direct payment. This payment solution is called Klarna Checkout. By leaving information at checkout, you agree to the conditions for the payment option you have chosen, i.e. Klarna's conditions for purchases via Klarna Checkout. By clicking "Complete purchase" you agree to Don Lorino's general terms and conditions.
4.3 In case of invoice payment or partial payment, Don Lorino or our partners can alternatively make a credit report. Don Lorino has the right to carry out a credit check where required to be able to grant credit time. In such case, you will be informed about this. As a customer, you undertake to pay within the specified time for the selected payment method. Payment after the due date may result in late fees and interest.
4.4 Don Lorino reserves the right not to always offer all payment methods, or to change the payment method if the one you have chosen for some reason does not work at the time of purchase. Please note that any restrictions on payment options are stated on the Site.
5.1 At checkout you can choose between different shipping methods via Postnord. The size of the package determines whether it is sent to the mailbox or delivered to a post office in the vicinity of the specified delivery address. When your order is shipped from our warehouse, you will receive a delivery confirmation to your email address.
5.2 Goods that are in stock are normally dispatched from our warehouse within 1-2 working days. Unless otherwise specifically agreed, for example for goods that are not in stock, delivery takes place no later than 45 working days from when Don Lorino confirms the order in writing through the order confirmation. Don Lorino reserves the right to deliver all goods ordered at a time at the same time, i.e. if one of the goods ordered is not in stock, Don Lorino waits for the replenishment of that goods before sending the entire order.
5.3 When the goods have left our warehouse, responsibility for delivery passes to the shipping companies who must deliver your order within the specified time for the selected shipping method. Don Lorino does not provide any delay guarantee for goods that are not in stock at the time of ordering or for goods that have left our warehouse. This means that the total delivery time before the item reaches you may be longer than what is stated as normal for the selected shipping method.
5.4 Don Lorino is responsible for goods that are damaged or lost during delivery to you. Claims for transport damage must be made within a reasonable time, preferably within 24 hours of receiving the delivery. When receiving the shipment, it is therefore important that you check that the goods have not been damaged in transit. Don Lorino recommends that you report any transport damage directly on site to the delivery agent and then contact Don Lorino's customer service. Remember to keep all the packaging and the product's packaging in the event of transport damage and take pictures of the damaged packaging as well as the damaged product.
5.5 The expected delivery time is normally up to three (3) working days and may be slightly longer during public holidays. Unless otherwise specifically agreed and a delivery takes more than 30 working days and this is not due to you as a customer, you have the right to cancel the purchase. There may be occasions that make it impossible for us to fulfill the order, for example if our supplier cannot fulfill his commitment to us. Contact our customer service at info@donlorino.com if you wish to cancel your purchase.
5.6 If packages are to be redeemed, you must do this within the time specified in the notification. Packages must normally be picked up in person with valid identification and order number. You always receive a notification that shows where and when packages are to be picked up. Notification can take place via e-mail, regular mail and, if you have provided a mobile number, also via SMS. If you do not pick up the package, Don Lorino has the right to charge you a fee of SEK 199 for costs attributable to Don Lorino's administration, shipping, return shipping and handling. Uncollected packages are not covered by the right of withdrawal. Please therefore note that if you regret a purchase and want to return the item, you must first pick up the package and then return it as described below in order not to be charged SEK 199.
5.7 If you missed collecting your package and want to have the package sent out again, you need to contact Don Lorino and let them know. Instead of the fee of SEK 199 (for unclaimed packages), Don Lorino charges you SEK 59 for resending packages.

6.1. If you regret your purchase and want to return the item to us, you have full right of return and exchange within 14 days of receiving the item. This is provided that you have not used the item and that it is returned in undamaged condition in the original packaging. The item must be returned in the same condition as when you bought it. Don Lorino reserves the right to accept or deny a refund if the product is not in salable condition.

According to Don Lorino's terms and conditions of purchase, we charge SEK 59 for the return of small packages (under 0.5 kg in weight and end up in the letter bin), SEK 129 for medium-sized packages (under 2 kg in weight, and SEK 149 for the return of large packages (over 2 kg) The return shipping cost is deducted from your refund. When exchanging goods for one or more other goods on the Site for the equivalent order value or more, no return shipping cost is charged.

6.2. Send the item(s) back to us with a note with the order number in it. All goods sent back must be well packaged and packed so that no damage can occur during the return shipping. Tape or address cards must never appear directly on the original packaging/directly on the product as it will be damaged and we will not be able to refund the full amount for the item. Associated labels should be on as on delivery.

You are responsible for the goods until we receive them. The item is sent to Don Lorino, Håven 1, 193 41 Sigtuna and a return slip is only available from Don Lorino .

6.3. When we have received and approved the return, you will receive a refund via Klarna.
Reimbursement normally takes place no later than 1-2 weeks after we have received the item. Shipping to you is non-refundable. It is SEK 29 or SEK 59, depending on which shipping method you chose.

6.4. When returning, you bear the transport risk.

If it is a return due to damaged goods or that we expedited the wrong goods, we will refund you the return shipping and the amount of the goods if the goods are not still in stock. Otherwise, we will replace you with a new one.

In case of exchange, return or complaint, we follow the Swedish Consumer Agency's rules for e-commerce (Consumer Purchase Act).

For questions regarding our policy, please contact us via e-mail info@donlorino.com

7.1. You have full right of exchange within 14 days. This is provided that you have not used the item and that it is returned in undamaged condition in the original packaging. The item must be returned in the same condition as when you bought it. If the goods are not in new condition, Don Lorino has the right to deduct a cost for used goods, 10-100%.

7.2 The right of withdrawal and the right of exchange do not apply to the following types of goods:

(a) goods which have been manufactured according to your instructions or which have otherwise been given a clear personal touch. For example, personally engraved name tags;
(b) used goods;
(c) damaged goods. For example, if you picked up your item in perfect condition and the product was subsequently damaged, such as a dog bed that was soiled in transport home from the agent.

7.3. Send the product and a note with the order number and name to us. All goods sent back must be well packaged and packed so that no damage can occur during the return shipping. Tape or address cards must never appear directly on the original packaging. It will be destroyed and then we will not refund the full amount for the item. Don Lorino reserves the right to make a deduction of SEK 50 for dirty or damaged product packaging.
You are responsible for the item until we receive it.

7.5. Once we have received and approved the return, we will send you the new item. If the new item is more expensive, you pay the difference and if it is cheaper, we refund you the difference. An exchange normally takes place 2-7 working days after we have received your item. Any refund normally takes place within 1-2 weeks (according to law a maximum of 30 days applies).

7.6. In case of exchange, you bear the transport risk.

If the product is damaged, defective or incomplete upon delivery, you have the right to make a complaint.
The complaint must be made within a reasonable time from when you discovered the fault. 2 months is considered reasonable.

8.1. Start by sending an email to info@donlorino.com as soon as you discover the error. Attach a picture to the complaint. A picture facilitates the assessment and can speed up the process.

8.2 In the event of complaints, Don Lorino reserves the right to remedy the fault in the first instance, to re-deliver a new equivalent item in the second instance, to give a price reduction or compensation in the third instance to correct the error and in the last instance to repurchase.

8.3 In consultation with the supplier, we make a decision whether to replace the product. When we have received the product and approved the complaint, we will correct the error if possible. Otherwise, we will send you a new item, provided it is in stock. Should neither of the above two options be possible, we will refund you what you paid for the item.

8.4 If an item deviates from what follows from the agreement between you and Don Lorino, the item can be returned. The warranty and right of complaint for goods only cover original manufacturing defects, and thus not defects that occur during or after a change in the product's function and appearance, such as sewing adjustment, upgrading or other configuration of the product. The right to complain also does not cover faults caused by wear and tear, such as if your dog has bitten on an item. Your order confirmation is valid as proof of warranty.

8.5 The right to complain does not cover goods that are free of manufacturing defects, but where the customer feels that the product does not meet expectations. For example, if a harness causes chafing on fur. It is the customer's responsibility to ensure that the product fits and satisfies their dog before the product begins to be used.
8.6 The right to complain covers goods that are faulty according to current consumer protection legislation. A customer who wishes to claim an error in an ordered item must contact Don Lorino as soon as possible after the error is discovered via the contact details provided on the Site. Complaints must be made within a reasonable time after the error is discovered. Don Lorino appreciates if a complaint is made within 14 days of the fault being discovered, but no later than three months after the date of purchase.
8.7 Don Lorino is responsible for the return shipping for approved complaints, but if the assessment can be made via image, also choose not to have the product returned.
8.8 If the product being complained about is included in a set of matching products purchased at the same time, but as individual products, Don Lorino does not approve the return of or compensation for other products that do not have manufacturing defects and are therefore not covered by the right to complain.
8.9 When the claimed product has been returned and the claim approved, Don Lorino will compensate you. Don Lorino strives for this to take place within 14 days of Don Lorino receiving the complaint, but it may take longer depending on the type of product. Don Lorino reserves the right to deny a complaint if it turns out that the product is not faulty according to current consumer protection legislation. In the case of complaints, Don Lorino follows guidelines from the General Complaints Board. More information is available at www.arn.se and www.konsumentverket.se
Don Lorino is not responsible for delays caused by circumstances beyond Don Lorino's control, such as general labor disputes, war, fire, lightning, terrorist attack, change in government regulation, technical problems, pandemic, failure in electricity/telecommunications/data connections or other communications and failure or delay in services from subcontractor due to circumstance specified herein. These circumstances shall constitute a basis for exemption which entails exemption from damages and other penalties. If any such situation should arise, Don Lorino informs you at the beginning, continuously and at the end of the time of the current situation. If the circumstance has lasted longer than two months, both you and Don Lorino have the right to cancel the purchase with immediate effect.
Don Lorino reserves the right to make changes to these Terms at any time. Any changes to these Terms will be posted on the Site. Changes apply from the moment you have accepted the Terms (in connection with a new purchase or when visiting the Site), alternatively 15 days after Don Lorino has informed you of the changes. However, Don Lorino recommends that you keep up-to-date on the Site regularly to find out about any changes to the Terms and Conditions.
By leaving reviews for goods on donlorino.com, you give Don Lorino the right to publish them in your name on www.donlorino.com as well as in other channels and media.
If a competent court, authority or arbitration panel should find that any provision of these Terms is invalid or unenforceable, the provision in question and all other provisions shall be valid and enforceable to the extent permitted by applicable law. The provisions declared invalid or unenforceable will be replaced by relevant legal guidance and advice.
13.1 Disputes must primarily be resolved by consensus after discussion with Don Lorino's customer service.
13.2 If the dispute cannot be resolved in agreement with Don Lorino's customer service, you as a customer can turn to ARN (General Complaints Board). You can also submit complaints online via the European Commission's platform for mediation in disputes. You can find the European Commission's platform via the following link http://ec.europa.eu/consumers/odr. If you submit a complaint via this platform, your case is automatically forwarded to the appropriate nationally responsible dispute resolution body. This dispute resolution body then contacts Don Lorino and seeks to resolve the dispute without court involvement. In the event of a dispute, Don Lorino follows the decision of ARN or the equivalent dispute resolution body.
13.3 Disputes concerning the interpretation or application of these Terms and Conditions shall be interpreted in accordance with Swedish law and decided in accordance with point 13.2 above or in the last instance by a general court.
These Terms have been established by Don Lorino on August 4, 2020.
Last updated April 9, 2024.