Terms & Conditions

These are the terms for buying from Hikki. We have written them to be read. If you cannot find the answer here, get in touch and we will help you.

Last updated: 23 July 2026

Contents

The short version

The most important points, briefly. The details are further down the page.

  • Your purchase is binding once you receive the order confirmation by email.
  • Shipping is included within Sweden, mainland EU, Norway and Ireland, on passable roads.
  • DHL will contact you to book delivery of bulky goods. The call may come from an unknown number. Answer, or call back the same day.
  • If you do not take delivery, the goods go back to our warehouse and you pay the freight. For our largest products that can be more than 10,000 SEK.
  • You have 60 days to change your mind from the day you order, or 40 days after delivery. You pay the return freight, nothing else.
  • We cannot take back a product you have fired up or bathed in.
  • Inspect the goods before you sign for the delivery. Report transport damage straight away.
  • You have a statutory right to complain about original faults: three years in Sweden, five in Norway, at least two in the EU and the UK.
  • Questions? customer@hikki.se or +46 954 725 099, weekdays 8:30–16:30.

1. Who you are buying from

Hikki AB
Blå vägen 15
925 32 Tärnaby, Sweden
Company reg. no: 556909-3486
VAT no: SE556909348601 (SE) · NO 936 200 524 MVA (NO) · GB 521100270 (GB)

We design and build wood-fired outdoor products in northern Sweden. Customer service: customer@hikki.se or +46 954 725 099, weekdays 8:30–16:30 (CET).

2. Ordering and payment

The purchase becomes binding when we accept your order and send an order confirmation by email. Keep it.

All prices are shown in your currency and include VAT. Shipping is included within Sweden, mainland EU, Norway and Ireland. If a price is obviously wrong, a dropped zero for example, we correct it and contact you before anything ships.

You pay with Klarna, PayPal, Shop Pay, Google Pay or card. The amount is reserved when you order and charged when we start building your product. Discount codes follow the terms given where you received the code, and the deduction shows at checkout.

The goods remain ours until they are paid for.

3. Delivery

Smaller items ship to your nearest service point. Bathtubs and other bulky goods arrive on a pallet with DHL and are unloaded by tail lift at your property line. That requires a passable road, and DHL decides what counts as passable.

How it works:

  1. You receive an order confirmation right after your purchase.
  2. When the goods leave the warehouse you receive a dispatch confirmation with a tracking link. Give the link a day before it shows anything.
  3. For pallet freight, DHL contacts you by phone, text or email to book a delivery time. The call may come from an unknown number. Answer, or call back the same day. No booked time, no delivery.

If you live outside DHL's regular area, or the road is not passable, the goods are left at the nearest terminal. Any terminal handling and the last leg of transport are then yours. If you want delivery on a set day and time, we need to agree on that before you buy.

4. If delivery fails

This section exists to save us both money.

If DHL cannot reach you, if you do not collect your parcel from the service point, or if you do not take the delivery, the goods go back to our warehouse. You then pay the return freight, and new freight if the goods are to be sent out again. Pallet freight for a bathtub costs real money: depending on product and country, anywhere from roughly 500 SEK to more than 12,000 SEK each way (about €45 to over €1,100).

Not taking a delivery does not count as cancelling your purchase. If you have changed your mind, tell us instead. It is simpler and cheaper for everyone, see the next section.

5. Right of withdrawal and returns

We give you longer to change your mind than the law requires: 60 days from ordering, or 40 days after you receive the goods. You do not need to give a reason.

How to do it:

  1. Email us at customer@hikki.se to say you are withdrawing from the purchase, and you will get the return address and instructions. You can also use a standard withdrawal form if you prefer.
  2. Send the goods back within 14 days.
  3. You pay the return freight. We charge nothing on top of it.
  4. We refund you within 14 days of receiving the return, or of you showing proof that it has been sent.

The goods must be unused and in their original condition. A tub you have bathed in or an oven you have fired we cannot take back. The right of withdrawal does not apply to business purchases.

Want to exchange rather than cancel? Get in touch, we can usually sort it.

6. Damaged in transport

Inspect the goods before you sign for the delivery. If you see damage, note it on the consignment note and tell us within three working days. If you find hidden damage when unpacking, tell us within seven days. Take photos, it speeds everything up.

7. Faults and complaints

You have a statutory right to complain about faults that were in the product from the start. How long you have depends on where you live: three years in Sweden, five years in Norway, and at least two years in the EU and the UK. Beyond your statutory rights we give no additional warranty. For business purchases, six months applies to original faults.

If a claim is approved we repair, replace or refund, and we cover the freight on passable roads. This does not cover faults caused by your own modifications, or by using the product for something it was not built for.

8. Your data

We use your details to handle your order, the delivery and our contact with you, and share them only with those who need them for that, such as the freight company. The full picture is on our GDPR page.

9. If we disagree

Swedish law applies to the purchase. Your mandatory consumer rights are not affected. If we cannot agree, contact us first and we will try to solve it. As a consumer in Sweden you can turn to the National Board for Consumer Disputes (ARN), and we follow ARN's recommendations. In Norway you can turn to Forbrukertilsynet, and in the EU to your national consumer authority.

10. Other

If something outside our control prevents delivery, such as fire, industrial action or a government decision, we may postpone or cancel it without liability. Beyond that, our liability is limited to what follows from mandatory law.

11. Contact

customer@hikki.se · +46 954 725 099 · weekdays 8:30–16:30 (CET)