Reklamation
Faults and complaints
This page covers your rights under Konsumentköplagen (2022:260) when something is wrong with the goods. If you have simply changed your mind, that is the Ångerrätt page instead.
1
How long you have
Three years to report. Two years where we carry the burden of proof.
You can report a fault for three years from delivery. For the first two years, if something is wrong, we have to show it wasn't faulty when you got it. Not the other way round.
- Reklamationsrätt: three years from delivery. You can report a fault at any point within that period.
- Reversed burden of proof: two years from delivery. A fault appearing in that window is presumed to have existed at delivery, and it is for us to show otherwise.
- Report within a reasonable time of discovering the fault. A report made within two months of discovery always counts as timely.
- We do not offer a commercial guarantee, and we do not shorten the statutory period. If you have read a shorter figure anywhere, it is wrong and we want to know where.
2
Fault or wear: worked examples for this category
Workwear wears out, and it wears out fastest exactly where the work happens. That is not a defect, and we say so on every product page before you buy. The distinction below is how we apply it.
| Situation | How we treat it | Why |
|---|---|---|
| Colour has faded and the fabric feels thinner after frequent hot washing | Wear | Workwear washed at 60 °C several times a week will lose colour and surface. This is the fabric doing its job and being cleaned. |
| The knee panel or the seat has worn through after months of use | Wear | These are listed as the first places to fail on every relevant product page, before purchase. Abrasion is the work, not a defect. |
| A seam has opened in normal use | Fault | Stitching should hold under the movements the garment is sold for. If it opens without the fabric around it being worn out, that is a fault. |
| A zip has failed, a slider has come off, or a stud no longer holds | Fault | Hardware failure inside the claim period is a fault unless the garment shows corresponding physical damage. |
| A reinforcement layer has separated from the panel behind it | Fault | The reinforcement is a construction feature. It coming away is a construction failure. |
| The garment does not match the finished measurements published on its page | Fault | Our published measurements are a statement about the goods. If yours is outside them, the goods do not conform. |
| The garment has shrunk beyond the range stated on its page | Fault | We publish a shrinkage range for every garment. Shrinkage beyond it, when washed as instructed, is a fault. |
| The garment shrank within the stated range | Wear | Cotton twill shrinks. The range is published on the product page precisely so this is not a surprise. |
The zones listed as failing first on each product page are there so this conversation happens before you buy rather than after. Wear at one of them is wear. Everything else is worth reporting.
3
How to report a fault
- Email support@operosesweden.cfd with your order reference and what has happened. Photographs help but are not required.
- We acknowledge within two working days and tell you what happens next.
- If we need the garment back to look at it, we pay the return shipping. You are never out of pocket for a fault claim.
4
What you can ask for
In the first instance, repair or replacement, at no cost to you and within a reasonable time. If neither is possible, or would cause you significant inconvenience, you may ask for a price reduction or to cancel the purchase and be refunded.
We will tell you which remedy we propose and why. If you disagree with our reasoning, say so — and if we still say no, section 5 applies.
5
If we reject your claim
You can take it further, and it costs you nothing
If we say no to your claim and you disagree, you can take it to Allmänna reklamationsnämnden (ARN). It is free for you, and we will follow their recommendation.
- Allmänna reklamationsnämnden (ARN), Box 174, 101 23 Stockholm, Sweden — arn.se
- ARN is free of charge for consumers.
- ARN issues a recommendation rather than a binding order. We will follow it.
- ARN applies a minimum claim value that varies by category. If we reject a claim we will tell you the current threshold for clothing at that time, along with these details.
- If you live outside Sweden, you may also be able to use the consumer dispute body in your own country, or the European Consumer Centre network for cross-border advice.
Any written rejection we send you will repeat the ARN information above. You will not have to find it yourself.
6
Wrong item, missing item or damage in transit
Tell us as soon as you notice. We will send the right item or replace the damaged one at our cost, and we will arrange collection of anything that has to come back.
Kontakt: support@operosesweden.cfd · +46 70 352 97 29