Terms and conditions

1 Dualtron Nordic

The company is based in Stockholm. The company's mailing address is Anna Whitlocks Gata 5, 113 66, Stockholm.

If you wish to contact us, please send an email to info@dualtronnordic.com with your inquiry and contact details, and we will get back to you shortly.

Dualtron Nordic operates under Lexian AB with organization number 559061-1231.

2 Ordering

To place an order, you must be at least 18 years old. According to Swedish law, we do not accept credit purchases from individuals under 18.

Once you have completed your order, an order confirmation will be sent to your email address. In the confirmation, you will find all details about products, price, billing, and delivery address.

Changes and additions must be made before your order is processed and shipped from us. If you discover any inaccuracies in your order, it is important that you immediately contact our Customer Service to possibly change your order.

If there is an error in the order confirmation, you should immediately contact us via email at order@dualtronnordic.com.

3 Payment

Payment is made through the selected payment method at checkout. The payment method is provided by Worldline and Stripe along with partners.

Card payments are accepted from Visa, MasterCard, and Maestro. Your debit card will be charged immediately.

3.1 Faktura & delbetalning

To use Klarna Invoice or Installment Payment, you must meet Klarna's credit terms. We recommend that you read Klarna's full terms and information about interest, fees, and payment periods directly on Klarna's website for detailed information: Klarna – Terms and Information.

Interest and any fees may apply depending on the chosen installment period.

When choosing Invoice or Installment, a credit check may be performed by Klarna to ensure that you meet Klarna's credit terms. Klarna conducts the credit check in accordance with their policy. If the credit check is approved, there may be an option to pay via invoice or installment. Klarna may deny payment options if, for example, the credit check is not approved.

If you have any questions or need assistance with your payment via Invoice or Installment, you can contact Klarna's customer service. They can assist you with everything from payment inquiries to information about invoices and installment plans.

Klarna offers support via phone, email, and chat, and you can reach them on their official website: Klarna.

3.2 Återbetalning vid faktura- eller delbetalningsköp

For more information about Klarna's refund process and terms, please visit Klarna's website: Klarna – Refund.

Refunds are handled directly through Klarna, and any adjustments are made to your invoice or installment plan. Read more about Klarna's return and refund terms on their website: Klarna – Refund..

Klarna offers support via phone, email, and chat, and you can reach them on their official website: Klarna.

4 Delivery

Våra normala leveranstider är 2-7 dagar. OBS! Beställningar lagda på helger skickas tidigast på måndagen efter.

If delays in delivery occur (without us notifying you of a longer delivery time), you should contact us at the email address: order@dualtronnordic.com.

4.1 Shipping Costs

Your shipping cost is calculated at checkout.

4.2 Packages that are refused or not picked up at the agent

Packages that are not picked up at the agent or are refused upon delivery will be returned to us. Once we have received the package, the cost of the goods will be refunded to you minus the shipping cost. You as the customer will then be responsible for the entire shipping cost. You as the customer will also be responsible for any storage costs that arise when the package remains at the terminal and is not picked up, usually after 4 days (DB Schenker).

4.3 Transport Damage

Upon delivery to you, we bear the transport risk, meaning if the product is damaged on its way from our warehouse to you, it is our responsibility.

Visible transport damage must be reported to the driver immediately upon receipt in order to be claimed against Dualtron Nordic. The customer must also contact Dualtron Nordic on the same day that delivery has occurred. Hidden transport damage must be reported to Dualtron Nordic within 7 working days. For all types of transport damage, Dualtron Nordic requires a clear description and photograph of the damage as well as the packaging.

Photography Instructions:

Below are examples and explanations of the pictures you need to take of the damaged goods.

The address label in close-up (the entire address label must be visible and readable).
The shipment in its entirety. Photograph three of the box's exterior sides.
The shipment in its entirety, opposite short and long sides.
If the product is packaged in a box, it should be opened and photographed from above. The picture should be taken from a distance so that all the internal packaging material is visible.
Remove parts of the internal packaging material, take another picture where the product's placement in the box is visible.
Photograph the inside of the box without any contents, with all the box's insides clearly visible.
The damaged product in its entirety.
Image showing where on the product the damage/damages are located.
Close-up of the damage/damages

5 Prices

All prices in the store are stated in SEK and all prices include 25% VAT.

We reserve the right to change prices due to price changes from suppliers, misprints in the price list, and inaccuracies in prices due to incorrect information and reserve the right to adjust the price.

6 Right of Withdrawal

When purchasing goods on the website, you as a customer have a statutory 14-day right of withdrawal that applies from the moment you have received a product you have ordered. The right of withdrawal does not apply if purchases are made in-store.

When exercising your right of withdrawal:

You must notify us that you wish to withdraw. The notification should be sent to us at order@dualtronnordic.com. Your message should clearly state your name, address, email address, order number, and which products the return concerns.

The product can be returned in-store or sent back to us with a business package (not registered) in the original packaging, along with the withdrawal form. The form can be downloaded [here]. You can also choose to use the Consumer Agency's standard form which you can find [here]. The buyer is responsible for the postage.

You should return the products to us immediately and no later than the statutory 14 days after the withdrawal notification.

You are responsible for the shipping (to and from), delivery, and condition of the products upon return, so the products should be sent well-packaged and in their original packaging.

Note: If the goods were delivered with a pallet, the pallet is part of the goods and must therefore be available for a return.

The product must be in new condition. You have the right to open the packaging and inspect the item but not to use it.

The item must be returned packaged in its original condition. Keep in mind that you are responsible for the transportation risks when it is shipped back to us. Therefore, make sure the item is well packaged. For example, do not use inappropriate tape like duct tape as it damages the packaging. Use clear packing tape.

Certain items – e.g., batteries – we seal, and the right of return only applies if the seal remains intact and the packaging is unbroken.

We will get back to you with the delivery address via email.

After you have returned the item, we will refund the amount within 30 days, but it usually happens much faster than that. The cancellation period starts on the day you received the item.

6.1 The right of withdrawal does not apply in the following cases:

Custom-made products that have been tailored specifically for you or have a clear personal touch according to your wishes.

Services that have been completed and where you have expressly consented to the service starting without a right of withdrawal.

7 Complaints and grievances

As a consumer, you have the right to complain about a product within 3 years of purchase according to the Consumer Purchase Act. The complaint must be made within a reasonable time from when the defect was discovered. Complaints made within 2 months of purchase are always considered reasonable.

If the product is damaged or incorrectly delivered when it arrives, we undertake, in accordance with applicable consumer protection legislation, to rectify the defect free of charge.

You must always contact us for approval before returning a defective item.

Note: If the goods were delivered with a pallet, the pallet is part of the goods and must therefore be available for a return.

The complaint must be sent immediately after the defect has been discovered.

What is the procedure for making a complaint?

Any errors and defects must always be reported to info@dualtronnordic.com where you provide your name, address, email address, order number, and a description of the error.

If we are unable to rectify the error or deliver a similar product, we will refund you for the defective product in accordance with applicable consumer protection legislation. We cover return shipping for approved complaints.

If no errors are found on the complained item, shipping costs for both ways and any labor time for the investigation will be charged.

We reserve the right to deny a complaint if it turns out that the item is not defective in accordance with applicable consumer protection legislation. For complaints, we follow the guidelines from the National Board for Consumer Complaints, see arn.se.

7.1 Examination of the item

The buyer must quality check the item to see if it complies with the order, if it has been damaged during transport, or if it has any other defects before use. If the item does not comply with the order or has defects, the buyer must notify the seller immediately about the complaint.

8 Warranty

Dualtron Nordic provides a 1-year factory warranty on all products unless otherwise stated. The product warranty only covers original defects, i.e., defects that were present in the product at delivery. The product warranty does not cover defects that arise from or after any changes made to the product's function and appearance, such as modifications, upgrades, or other configurations of the product. This also means that the warranty does not apply in cases where the electric scooter or its components have been opened and disassembled, even if the product and/or its parts are reassembled. These operations may only be handled by Dualtron Nordic and authorized service partners. The warranty does not cover damages and defects that have occurred due to external interference.

In the case of warranty claims, the item must be returned in its original packaging. If the original packaging is missing, we can send one, if possible, at a cost of 500 SEK.

Your order confirmation is your warranty certificate.

The warranty does not apply to:

Moisture damage in the electronics
A completely discharged battery due to lack of maintenance charging. See the link Care Instructions for more information.
Damage that consists of or is a result of normal wear and tear, corrosion, consumption, aging, or color/shape changes
Damage or deterioration due to accidents
Defects arising from improper use or failure to follow care and service instructions. Please read the care instructions on our website.
Normal wear and tear is not covered by the warranty. Examples of parts considered to have natural wear include tires, cables, brake pads, steering bearings, and lights.
Damages that occurred due to storing the product in an unfavorable environment.

9 Limitation of Liability

We take no responsibility for any changes to products/product features outside of our control.

We accept no responsibility for indirect damages that may arise from the product.

We accept no responsibility for delays/errors due to circumstances beyond the company's control (Force Majeure). These circumstances may include labor disputes, fire, war, government decisions, reduced or missing deliveries from suppliers.

Furthermore, we take no responsibility for any changes to products/product features that have been altered by the respective supplier and other factors outside of our control.

10 Product Information

We reserve the right for any typographical errors on this website as well as the final sale of products. We do not guarantee that the images accurately represent the products' exact appearance as there may be some color variation depending on the display, photo quality, and resolution. We always strive to present the products as accurately as possible.

10.1 Information about Cookies

According to the law on electronic information, visitors to a website must be informed about the use of cookies for privacy purposes. The information in the cookie can be used to track a user's browsing. A cookie is a small text file that the website you visit requests to save on your computer to provide access to various features. You can set your browser to automatically deny cookies. More information can be found on the website of the Swedish Post and Telecom Authority.

11 Personal Data

By shopping at Dualtron Nordic, you accept our data protection policy and our processing of your personal data. We value your personal privacy and do not collect more information than necessary to process your order. We never sell or share your information with third parties without legal grounds.

Dualtron Nordic is responsible for the processing of personal data that you have provided to us as a customer. Your personal data is processed by us to manage your order and in instances where you have requested newsletters or promotional offers – to tailor marketing to your individual needs.

The information below is a summary of how we, in accordance with the General Data Protection Regulation (GDPR), store and process your data.

11.1 What is personal data?

Personal data is any information that can be directly or indirectly attributed to a physical person.

11.2 What data do we store?

To manage your order and respond to inquiries related to your order (customer service), we store your first name and last name, address, phone number, email address, IP address, and purchase history.

Your data is stored as long as we have a legal basis to process your data, for example, to fulfill the agreement between us or to comply with a legal obligation under, for example, the Accounting Act.

11.3 Legal basis

In connection with a purchase, your personal data is processed to fulfill the agreement with you.

Marketing, campaigns, and similar communications occur with your consent.

11.4 What data is shared and for what purpose?

11.4.1 Payment provider

When making a purchase, information is shared with our payment provider. The information stored includes first name, last name, address, email address, and phone number. If you choose to pay by invoice, your personal identification number will also be stored with the payment provider. The information is stored to complete the purchase and to protect the parties against fraud.

11.4.2 Shipping Companies

In order to deliver your orders and fulfill our agreement, we must share specific information with the shipping company. The information shared with the shipping company includes first name, last name, and delivery address details. Email address and/or mobile number may also be shared with the shipping company for notification purposes.

The shipping companies we collaborate with are: DB Schenker, DHL, and Bring.

11.4.3 Newsletter

If you have chosen to subscribe to our newsletter, your first name, last name, and email address will be shared with our newsletter provider. This is to keep you updated with information and offers for marketing purposes.

We use this for sending out newsletters.

11.4.4 Right to Access

You have the right to request a copy of all information we have about you. The copy will be provided electronically in a readable format.

11.4.5 Right to Rectification

You have the right to ask us to update incorrect information or to supplement information that is incomplete.

11.4.6 Right to be Forgotten

You can request that the data concerning you be deleted at any time. There are few exceptions to the right to deletion, such as if it needs to be retained to fulfill a legal obligation (for example, according to accounting laws).

11.4.7 Data Protection Officer

Dualtron Nordic is responsible for the storage and processing of personal data in the online store and ensures that the rules are followed.

11.4.8 How we protect your personal data

We use industry standards such as SSL/TLS and one-way hash algorithms to securely store, process, and communicate sensitive information such as personal data and passwords.

12 Changes to the General Terms and Conditions

We reserve the right to make changes to the terms at any time. Changes to the terms will be published online on the website. The amended terms are considered accepted in connection with an order or visit to the website.

13 Dispute and Governing Law

In the event that a dispute cannot be resolved amicably with the company's customer service and the customer, you as a customer can turn to the National Board for Consumer Disputes, see arn.se. For residents in another EU country than Sweden, complaints can be submitted online via the EU Commission's platform for dispute resolution, see http://ec.europa.eu/consumers/odr

In the event of a dispute, we follow the decisions of ARN or the corresponding dispute resolution body.

Disputes regarding the interpretation or application of these general terms and conditions shall be interpreted in accordance with Swedish law.