FREQUENTLY ASKED QUESTIONS

COMPLAINT & RETURNS

• What should I do if the complaint or return form isn't working?

  If you're having trouble uploading images, try using smaller file sizes.

  Still not working? Just reach out to us at contact@rowico.com – we’re happy to help!

• What applies if I need to make a complaint about a product but lack the original packaging, and who is responsible for the packaging cost?

  As a customer, you are responsible for returning the item in a way that prevents damage during transport. If the original packaging is missing, you should use a suitable replacement, such as a sturdy box or other protective packaging, to ensure that the item, its parts, and accessories are not damaged.
  
  If the item is damaged due to insufficient packaging during transport, it may negatively affect the complaint case.

• What should I do in case of transport damage?

  When you receive a delivery/pick up a package, the goods must always be checked for transport damage before signing the delivery note. Visible damage or missing packages must be reported directly on the delivery note before signing. Then receive the goods and report the damage in the transport damage form. 

  Hidden damages must be reported to Rowico Home within 7 days of receipt.

  1. Photograph the damage, both the packaging and the damaged item.
  2. Fill in our transport damage form.
  3. We will contact you with instructions on how to handle the damage.
     
     

  Upon approved complaint, we will send you a return shipping label. You then book the pickup of the item yourself. If we do not require the item to be returned, you may keep it at no cost.

  If a product needs to be replaced, this will be done with an equivalent model. If the product is no longer available, you are entitled to a refund.

  In the case of an approved complaint, Rowico Home always covers the cost of shipping a new item free of charge.

• Vem ansvarar för fel på produkten?

  När du tar emot en leverans ska du granska produkten och undersöka om den har några fel. Synliga skador eller saknade kollin ska anmälas direkt på fraktsedeln vid mottagandet och signeras av både kund och transportör alternativt utlämningsställe/ombud.

  Om du hämtar upp produkten i butik ansvarar återförsäljaren för produkten tills du kvitterar ut den.

  Om felet upptäcks efter mottagandet gäller reklamationsrätten enligt Konsumentköplagen.

• Can I buy spare parts for your furniture?

  Yes, we offer spare parts for many of our furniture. Contact your nearest retailer with information about your product and they will assist you further.

• How do I contact customer service?

  You can reach us most easily via email at contact@rowico.com where we respond within 48 hours. See more on the page Contact Us.