Faults and complaints
Reklamationsrätt under Konsumentköplagen (2022:260). The rules changed in 2022 and a great many shops still quote the old ones — these are the current ones.
Last updated 16 August 2026
Three years, two of them on us
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.
| Right to report a fault | Three years from delivery |
|---|---|
| Reversed burden of proof | Two years — a fault appearing in that time is presumed to have been there at delivery, and it is for us to show otherwise |
| Time limit to tell us | Within a reasonable time of noticing. Anything within two months always counts as reasonable |
For the first two years you do not have to prove anything about the cause. If we think a fault came from an accident or from use the garment was not made for, it is on us to show that.
What counts as a fault
A fault
- A finished measurement more than ±1 cm from the table on its product page
- Seams that split in normal wear
- A zip, button or fastening that fails
- Cloth that tears without being caught on something
- Shrinkage beyond the percentage stated on the product page, when washed as instructed
- A fibre composition that does not match the label
- Colour that transfers or fades far beyond what the care instructions indicate
Wear, not a fault
- Normal shrinkage within the stated range after repeated washing
- Pilling on the surface of the cloth
- Gradual softening, thinning or fading with use
- Damage from washing hotter than the label allows, or from tumble drying where the label says not to
- Alterations made after delivery
- A garment that simply does not suit you — that is the right of withdrawal instead
Measurements that don't match
This is the part most shops cannot offer, because they do not publish finished measurements in the first place. We do, so it can be checked.
Finished measurements are held to ±1 cm. Outside that, the garment does not match what this page says, and that is a fault rather than wear.
Lay the garment flat, measure across, double it where the table gives a full circumference, and compare against the row for the size you ordered. If the difference is more than 1 cm, the garment does not conform to the contract and we deal with it as a fault — return shipping included.
Send us the number you measured and where you measured it. That is usually enough for us to settle it without sending the garment back and forth.
If the garment matches its table and still does not fit, that is not a fault — but the fit feedback form will tell you which block would have been closer, or that we don't have one.
How to report one
- Email support@nyaaspens.autos or call +46 515 868 00. The contact form works too.
- Give your order reference, which garment and size, and what is wrong. A photograph helps; a measurement helps more.
- We reply within two working days with a return label or a decision.
- Return shipping on a fault is at our cost, always.
What you get
Repair or replacement first, at no cost to you and within a reasonable time. If neither is possible, or would cause you significant inconvenience, you may claim a price reduction or cancel the purchase and be refunded.
You can also withhold payment corresponding to the fault, and claim compensation for direct loss the fault caused you.
If we say no: ARN
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 is the Swedish national board for consumer disputes. It examines the case and issues a recommendation. It costs you nothing.
- Free of charge for consumers
- You normally have to have complained to us first and been refused
- Apply within one year of us refusing
- Clothing claims are subject to ARN's minimum value threshold for the category — check the current figure when you apply
- ARN issues a recommendation rather than an enforceable judgment. We will follow it.
Whenever we refuse a claim, our written answer will say so and point you to ARN, with their contact details. You may also take the matter to a general court instead.
Contact ARN by post at Box 174, 101 23 Stockholm, or through their website. ARN is the route for this, and it is the only one we point you to.
Guarantees
We do not offer a commercial guarantee. One would only duplicate what the law already gives you, and a fixed number of years printed next to a product is far too easily read as the limit of your rights rather than as an addition to them.
What you have is the statutory right set out at the top of this page: three years to report a fault, the first two of them with the burden of proof on us. No guarantee we could write would improve on that, and none may reduce it.