Effective Date: 1 August 2025
Website: www.rojanfood.com
Company: Rojan Food AB
📍 Hejar gatan 1, 632 29 Eskilstuna, Sweden
📧 info@rojanfood.com
📞 +46 (0)16 – 48 28 60
Overview
At Rojan Food AB, customer satisfaction is a core part of our service. As a wholesale distributor of food products, we recognize the importance of accurate deliveries, product quality, and timely resolution of issues.
This Refund & Return Policy outlines the procedures, eligibility criteria, and terms applicable to returns, refunds, and exchanges.
1. Return Eligibility
You may request a return or exchange under the following conditions:
- The item received is damaged, defective, expired, or incorrect
- The item is unopened, unused, and in its original packaging
- The request is made within 14 days for B2C or within 3 business days for B2B clients after receiving the goods
To complete your return, a receipt or proof of purchase is required.
Important: Please do not return goods directly to the manufacturer.
2. Non-Returnable Items
Certain products are non-returnable or non-refundable due to safety, hygiene, or legal restrictions:
- Perishable food products (e.g., rice, pulses, canned or frozen items)
- Opened or partially used products
- Customized or special-order items
- Sale or promotional items
- Downloadable digital products (e.g., software)
- Health and personal care products
- Hazardous materials, flammable goods
- Gift cards
3. Partial Refunds
Partial refunds may be granted under these circumstances:
- Product returned more than 14 days (B2C) or 3 days (B2B) after delivery
- Products returned not in original condition, damaged due to customer handling
- Missing parts not caused by our error
- Opened software, media (CDs, DVDs), or other restricted products
4. Refund Process
Once your return is received and inspected:
- We will notify you via email of the approval or rejection of your refund.
- If approved, your refund will be processed within 10 business days, and a credit will automatically be applied to your original method of payment or issued as a credit note (for B2B customers).
Refunds for credit card payments may take additional processing time depending on your bank or card provider.
5. Late or Missing Refunds
If you haven’t received a refund:
- Recheck your bank or card account.
- Contact your credit card company—it may take time before your refund is officially posted.
- Contact your bank—processing times vary.
- Still no refund? Contact us at info@rojanfood.com.
6. Exchanges
We replace items only if they are defective, damaged, or incorrectly delivered. To request an exchange for the same item:
- Email us at info@rojanfood.com
- Include order number, item details, and photos (if applicable)
- Ship the item to:
Rojan Food AB, Hejar gatan 1, 632 29 Eskilstuna, Sweden
7. Order Cancellations
Order cancellations must be made:
- Within 24 hours of placing the order
- Before the item has been dispatched
If the item is already in transit, cancellations may not be possible or may incur handling fees.
8. Gifts
If the item was marked as a gift during purchase and shipped directly to you:
- You will receive a gift credit for the value of the return
- Once the return is received and approved, a gift certificate will be emailed or mailed to you
If the item was not marked as a gift, the refund will be issued to the original purchaser.
9. Shipping Returns
To return your product, send it to:
Rojan Food AB
Hejar gatan 1, 632 29 Eskilstuna, Sweden
- You are responsible for return shipping costs (unless the return is due to our error)
- Shipping costs are non-refundable
- If a refund is approved, return shipping costs may be deducted from your refund
For high-value items, we recommend using a trackable shipping service or shipping insurance. We cannot guarantee receipt of returned items.
10. B2B vs B2C Policies
This policy covers both business (B2B) and individual (B2C) customers. However:
- B2C customers in the EU are protected under the Consumer Rights Directive, including a 14-day right of withdrawal (except for perishable goods)
- B2B customers are subject to this policy and any specific contractual agreements
11. Need Help?
For questions about your return or refund, please contact us:
📧 info@rojanfood.com
📞 +46 (0)16 – 48 28 60