Dear Customer Service,I would like to raise a concern regarding my recent order (Order No. 108788720) and clarify a few issues as follows:1. Address Omission and Related FeeDue to an oversight, I failed to include my house number when placing the order. I was later informed by your customer service that the order was returned and that I need to pay 50 SEK as a penalty for not verifying the address. I acknowledge this was my personal mistake and accept responsibility for the 50 SEK charge.2. Clarification on Shipment StatusAs I understand, the order was never dispatched due to the incomplete address. Therefore, I am unsure why a shipping cost would apply.Could you please clarify whether this 50 SEK is considered shipping cost or a handling/administration fee? If it is the latter, I would appreciate a reference to your policy or explanation of the basis for the charge.3. Refund Amount and Product ClassificationThe total amount of my order was approximately 431 SEK, yet I only received 1 SEK as a refund. Upon contacting customer service again, I was informed that the facial oil and toothbrush I ordered are classified as medical products and thus non-refundable.I am confused by this classification, as there was no indication on the product page that these items are considered medical or non-returnable. In most cases, such items are regarded as personal care or everyday products.If these items are indeed non-refundable, I kindly request supporting documentation—such as a screenshot or link to the product page at the time of purchase—where this restriction is clearly stated.To summarize, while I accept responsibility for the incorrect address, I respectfully ask for: • Clarification on the nature and justification of the 50 SEK charge; • An explanation of why only 1 SEK was refunded; • Evidence and policy documentation regarding the classification of the items as non-refundable medical products.Thank you for your attention to this matter. I look forward to your response.Best regards,Jon
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Apotea.se är Sveriges största nätapotek. Vi har det största sortimentet med över 50 000 produkter för människor och djur, och är Sveriges mest hållbara e-handel enligt Sustainable Brand Index 2021. Med snabba leveranser och rådgivning via mail, chatt och telefon underlättar vi vardagen för våra kunder. Apotea.se har cirka 800 anställda i Morgongåva, Varberg och Stockholm. För mer information se apotea.seSee more
