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Returns Policy: withdrawal and complaints

Last updated: 13 October 2026

1. Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us (Stillna AB, , telephone , email ) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). A message through the contact form is also accepted. You may use the model withdrawal form in section 5, but it is not obligatory. You can also exercise your right of withdrawal online through the withdrawal function at the foot of every page of stillna.app. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

2. Returns

  1. How to withdraw. Reply to the order confirmation email stating that you withdraw, with the order number. The withdrawal function at the foot of every page of stillna.app, under "Withdraw from contract here", and the form in section 5 can also be used.
  2. Several deliveries. If an order is delivered in several shipments, the withdrawal period runs from receipt of the last one.
  3. Return address. Stillna AB, .
  4. Tracked return. A tracked service is recommended. Keep the receipt or the tracking number.
  5. Pack of three. The pack may be returned in full. Returning the whole pack refunds the full price. One card of a pack may also be returned alone; the refund is then the price of the pack less the price of two single cards.
  6. Condition. A card that has been written on, marked, damaged or locked in the app cannot be resold. Its value is then reduced in full and deducted from the refund.

3. Faulty goods

A card is faulty if it does not conform to the contract, for example if it cannot be read by a phone, the print is wrong or it arrives damaged.

Stillna AB is liable for faults present at delivery that appear within three years of delivery. A fault that appears within two years is presumed to have been present at delivery, unless shown otherwise.

Notify us within a reasonable time after discovering the fault. Notice given within two months is always in time. Notify us through the contact form or WhatsApp, with the order number, a description of the fault and, if possible, a photo.

Remedies:

  1. Repair or replacement.
  2. If neither is possible, or neither is provided within a reasonable time: a price reduction, or cancellation of the purchase. Cancellation is not available for a minor fault.
  3. Damages, where the law provides for them.

Stillna AB pays the postage for returning a faulty card.

Consumers resident in another EU country may have further rights under the law of that country.

4. Contact and disputes

Stillna AB. The address and company details are on the Company details page. Contact: contact form or WhatsApp.

Disputes may be referred to Allmänna reklamationsnämnden (ARN), arn.se. See the Terms of Sale, section 11.

5. Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To Stillna AB, , :

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate.