Terms of service
Overview
This website, www.kalla.com (the "Site"), is operated by Swedish Probiotics AB (org. nr 559247-8423), trading as KÄLLA ("KÄLLA", "we", "us", "our"). By browsing the Site or placing an order, you agree to these Terms and Conditions ("Terms"), together with our Refund & Returns Policy, our Subscription Terms and our Privacy Policy, each of which is incorporated by reference.
These Terms are written for consumers, meaning natural persons who buy for purposes outside their trade or profession. Nothing in these Terms limits or removes any rights you have under mandatory Swedish or EU consumer law. Where any term conflicts with those mandatory rights, your statutory rights prevail.
Our store is hosted on Shopify Inc., which provides the e-commerce platform that allows us to sell to you.
Contact Swedish Probiotics AB (KÄLLA) Riddargatan 23, 114 57 Stockholm, Sweden Email: support@kalla.com · Tel: +46 79 104 60 80 Org. nr: 559247-8423 · VAT: SE559247842301
1. Eligibility
To place an order you must be at least the age of majority in the country where you are located, and able to enter into a binding contract. If you are under that age, you may use the Site only with the involvement of a parent or guardian.
You may not use our products or the Site for any unlawful purpose, and you must not introduce any virus, malware or other harmful code.
2. The contract between us
The presentation of products on the Site is an invitation to order, not a binding offer. When you place an order, you make an offer to buy.
The order confirmation we send automatically by email acknowledges that we have received your order. It does not yet mean we have accepted it. A binding contract is formed only when we send you a dispatch confirmation telling you that the goods are on their way.
Up to that point we may decline or cancel all or part of your order, for example if an item is out of stock, if the stock status in our system was incorrect, or if there was an error in the price or product description. If we do, we will tell you and refund any payment already taken for the affected items. Before you complete checkout, the order button is clearly labelled as carrying an obligation to pay.
3. Prices and payment
All prices are shown in the currency of the region you select using the country and language selector (the flag icon), and include VAT at the rate that applies to your location. Delivery costs are shown separately and are calculated at checkout before you confirm your order.
We take care to price products correctly, but errors can occur. If we discover an error in the price of items you have ordered, we will contact you and let you choose whether to proceed at the correct price or cancel the order.
Accepted payment methods are shown at checkout. Card data is encrypted in transit. We may refuse or cancel an order where we reasonably suspect fraud or a breach of these Terms.
4. Availability and product information
We try to display product colours, images and descriptions as accurately as possible, though your screen may show colours differently. Our products are food supplements and related wellness products. They are not medicinal products and are not intended to diagnose, treat, cure or prevent any disease, and they do not replace a varied and balanced diet or a healthy lifestyle. Always read the label and follow the recommended daily dose.
Products may have limited availability, and we may change or discontinue a product at any time. If, after accepting your order, we find we cannot supply an item, for example because of a stock or system error, we may cancel the affected part of the order and refund you for it. We will tell you if this happens.
5. Delivery and passing of risk
We ship from our warehouse in southern Sweden. Estimated delivery once your order is dispatched:
- Sweden and Denmark: 1 to 3 business days
- Rest of the EU: 4 to 7 business days
These are estimates, not guarantees. If we have not delivered within 30 days of accepting your order, or within any delivery time we have separately agreed, you may ask us to deliver within a reasonable additional time, and if we then fail to do so you may cancel the order and receive a full refund.
Risk of loss or damage passes to you only when you (or someone you have nominated, other than the carrier) take physical possession of the goods.
6. Right of withdrawal (cooling-off)
As an EU consumer you have a legal right to withdraw from a distance purchase within 14 days without giving a reason. KÄLLA voluntarily extends this period to 30 days from the day you (or your nominated recipient) receive the goods.
How to withdraw. You can exercise your right by using our withdrawal function at kalla.com/pages/eu-withdrawal-form, or by any other clear statement to support@kalla.com. We will confirm receipt of your withdrawal on a durable medium (by email) without undue delay.
Returning the goods. Please contact us first so we can issue a return shipping slip. You must send the goods back without undue delay and within 14 days of telling us you withdraw. You bear the direct cost of returning the goods, which we may deduct from your refund.
Refunds on withdrawal. We refund all payments received, including standard delivery, within 14 days of being notified of your withdrawal. We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever comes first. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Exceptions to withdrawal. The right of withdrawal does not apply to:
- sealed goods that are not suitable for return for health-protection or hygiene reasons and were unsealed after delivery (for example, opened supplement packaging);
- goods that may deteriorate or expire rapidly;
- goods made to your specifications or clearly personalised, including the Microbiome Test once dispatched, as it is prepared specifically for you.
For services and bookings, see Section 10. This statutory right is separate from, and additional to, our voluntary 30-Day Money-Back Guarantee described in Section 7.
7. Faulty goods, statutory guarantee and our money-back guarantee
Your statutory rights. Goods we supply must conform to the contract. Under the Swedish Consumer Sales Act (konsumentköplagen 2022:260) you have a right to complain about a non-conforming product for up to 3 years, and for the first 2 years a fault is presumed to have existed at delivery unless we show otherwise. Where a product is faulty you are entitled, depending on the circumstances, to repair or replacement and, failing that, to a price reduction or to cancel and receive a refund. These rights are free of charge to you and are not affected by any guarantee we give voluntarily.
Reporting a problem. If something arrives damaged, does not arrive, or is faulty or expired, please contact support@kalla.com as soon as you reasonably can. Photos showing the issue (and, for an expired or faulty item, the batch number and expiry date) help us resolve it quickly.
Our 30-Day Money-Back Guarantee. In addition to your legal rights, we offer a voluntary satisfaction guarantee on your first order of a given product: if you have given it a fair try and did not feel a difference, contact us within 30 days for a refund. This guarantee is additional to, and does not limit, your statutory rights. It does not apply to repeat orders of the same product, and some products are excluded. The products included may change from time to time, so the Delivery & Returns section on each product page shows whether the guarantee currently applies to that product. We may decline the guarantee, or ask for the product back, where we reasonably believe it is being used in bad faith.
For full details, see our Refund & Returns Policy.
8. Refunds
Once a return or claim is approved, we process refunds promptly, often the same day, to your original payment method. How quickly the money reaches you then depends on your bank or card provider. If you have not received an approved refund within 15 business days of our confirmation, contact us and we can provide a transaction reference for your bank to trace.
9. Subscriptions
Some products are available on a recurring subscription. Before you subscribe, we show clearly on the product page, in your cart, at checkout, and again in a confirmation after your first order: the price per delivery, the billing frequency, and that the subscription renews automatically until you cancel.
Cancellation. You can cancel at any time through your customer account or the subscription portal, or by contacting support@kalla.com. Cancelling is as straightforward as signing up. Cancellation takes effect for the next billing cycle, provided you cancel before that cycle's cut-off date shown in your account.
Price changes. We may change subscription prices. We will give you reasonable advance notice by email before any change takes effect, and you may cancel before it does if you do not accept the new price. A price change never applies to an order already processed.
Right of withdrawal on subscriptions. Your 14-day legal (and our extended 30-day) right of withdrawal applies to your first subscription order, on the same terms as Section 6.
Full terms are in our Subscription Terms.
10. Services and bookings
Some of what we offer is a service rather than a product, such as the 1:1 Health Consultation. When you book and pay for a service, we reserve time for you and begin preparing for it straight away. For this reason, paid services are not refundable once booked. If you do not attend at your booked time, you forfeit your right to that service.
By booking, you ask us to begin the service before any withdrawal period ends, and you acknowledge that once the service has been carried out you no longer have a right of withdrawal in respect of it.
11. Loyalty programme
Active subscribers may receive benefits such as gifts and store credits. We may adjust the structure of the programme over time, and we will give reasonable notice of material changes.
Gifts. Gifts are awarded based on the number of completed orders within a continuous subscription. The specific gift reflects the current offer for your order milestone at the time of fulfilment, which may differ from what was shown when you started.
Credits. Credits are a value stored on your customer account that you can apply to an order via the subscription portal. Earned credits are valid for 6 months from the date they are issued. If the programme is discontinued, credits you have already earned remain valid until their existing expiry date.
On cancellation. If you cancel your subscription, all accrued credits are deleted at the time of cancellation, and accrual starts again from zero if you subscribe again later. Loyalty gifts are awarded only during a continuous subscription. If you cancel, any gifts you have not yet reached in the series are not carried over.
12. Your account and information
You agree to provide accurate, current and complete information when you order and to keep your account details up to date, so we can fulfil your orders and contact you. You are responsible for keeping your account credentials confidential.
You are responsible for giving us a complete and correct delivery address, and for keeping it up to date, including updating the delivery address for any subscription before the next order is processed. We are not responsible for orders that are delayed, lost or delivered to the wrong place because the address you gave us was incomplete, incorrect or out of date.
We may, acting reasonably and proportionately, limit or cancel quantities purchased per person, household or order, or refuse or cancel orders that we reasonably believe are placed for resale or are fraudulent. If we change or cancel an order, we will try to contact you using the details you provided.
13. Acceptable use
You may not use the Site or its content: for any unlawful purpose; to break any applicable law or regulation; to infringe our or others' intellectual property; to harass, abuse or discriminate against anyone; to submit false information; to upload malware; to harvest others' personal data; to spam, phish or scrape; or to interfere with the security or proper working of the Site. We may suspend or end your access if you breach this section.
14. Your submissions
If you send us ideas, suggestions, reviews or other content ("submissions"), you grant us a non-exclusive, royalty-free right to use them in connection with our business, and you confirm the content is yours to share and is lawful. We are not obliged to keep submissions confidential, pay for them, or respond. Reviews and ratings we publish must reflect genuine customer experience, in line with applicable consumer law. We may remove content that is unlawful or breaches these Terms.
15. Intellectual property
The Site and its content, including the KÄLLA name and logo, text, images and design, are owned by or licensed to us and are protected by intellectual property law. You may not copy, reproduce or commercially exploit any part of it without our written permission.
16. Third-party links and tools
The Site may link to, or give access to, third-party websites and tools that we do not control. We provide access to any optional third-party tools "as is" and are not responsible for third-party sites, content or services. Your dealings with third parties are between you and them, and their own terms and privacy practices apply.
17. Our liability
We are liable for loss or damage we cause you by failing to meet our obligations under these Terms or by acting negligently, in accordance with applicable Swedish law. We do not limit or exclude our liability where the law does not allow us to, including your mandatory rights as a consumer and our responsibility under the Swedish Product Liability Act (produktansvarslagen 1992:18).
We are not liable for loss that was not reasonably foreseeable, or that results from your use of a product contrary to the label or our instructions. We do not warrant that the Site will always be available or error-free, and we may suspend or withdraw it for maintenance or operational reasons, giving notice where we reasonably can.
18. Force majeure
We are not responsible for any delay or failure to meet our obligations that is caused by events outside our reasonable control, such as extreme weather, fire, flood, strikes, the failure of a carrier or supplier, or disruption to networks, payment systems or utilities. If such an event happens, we will let you know and do what we reasonably can to limit its effect. If the delay becomes substantial, you may contact us to cancel the affected order and receive a refund for anything you have paid for but not received.
19. Personal data
We process your personal data in accordance with the EU General Data Protection Regulation (GDPR) and Swedish data-protection law. How we collect and use your data, and your rights, are explained in our Privacy Policy.
20. Changes to these Terms
We may update these Terms from time to time, for example to reflect changes in the law or our services. The current version is always available on this page. Changes do not apply retroactively to orders already placed. For subscriptions and other ongoing contracts, we will give you reasonable advance notice of material changes and, where the law requires, the right to cancel before they take effect.
21. Governing law and disputes
These Terms are governed by Swedish law. As a consumer, you also keep the protection of any mandatory provisions of the law of the EU country where you live, and you may bring proceedings in the courts of that country.
Out-of-court dispute resolution. If you are unhappy, please contact us first at support@kalla.com so we can try to resolve it. If we cannot agree, you can refer the matter to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, www.arn.se, whose recommendations we follow. If you live in another EU country, the European Consumer Centre network (Konsument Europa, www.konsumenteuropa.se) can help with cross-border disputes.
22. General
If any provision of these Terms is found unlawful or unenforceable, the rest remain in force. Our failure to enforce a right is not a waiver of it. We may transfer our rights and obligations under these Terms to another organisation, and this will not affect your rights. These Terms, together with the policies referred to in them, are the entire agreement between you and us about your use of the Site and our products.