Here you will find information about how complaints are handled at CNW Baits: what is considered a fault, what is normally not a fault, what documentation is required and how a case is reviewed.
We want to resolve real issues seriously and effectively. At the same time, every complaint needs to be clearly substantiated, as soft baits are affected by use, rigging, storage, heat, chemicals and normal handling.
Report the defect as soon as possible after you notice or should have noticed it. A complaint within two months of discovering the defect is normally considered timely.
Order number, product, images, packaging and a concrete description are required for us to be able to assess the case.
Complaints apply to defects for which CNW Baits is responsible. Damage from use, incorrect rigging or incorrect storage is normally not a complaint.
Important: a complaint is not the same as a right of withdrawal. A right of withdrawal applies when you want to withdraw from a purchase. A complaint applies when you believe that the product is faulty.
A product may be defective if it does not comply with the agreement, product description, quantity, quality, function or what the customer can reasonably expect given the nature of the product.
For soft baits and hand-cast products, the assessment is made based on the product's actual function, agreed product, product description, delivered condition, reasonable variations and relevant documentation.
| Could be a complaint | Normally not a complaint |
|---|---|
| The wrong product has been sent compared to the order. | The customer has chosen the wrong model, color, size, rig or product for their fishing. |
| The wrong number of products has been delivered. | The customer regrets the purchase after the product has been used or affected. |
| Product is obviously damaged upon delivery. | Damage from hooking, rigging, fish contact, bottom contact or normal fishing. |
| Transport damage that is documented immediately upon receipt. | Damage from incorrect storage, heat, sunlight, chemicals, mixing with other baits or unsuitable box. |
| The product deviates significantly from what was expressly agreed. | Natural variations in color, glitter, layering, finish or batch of hand-cast soft baits. |
CNW Baits sells soft baits where color, glitter, finish, layering and batch may vary slightly. Such variations are normally a natural part of hand-cast or small-scale manufactured products, as long as the product is substantially as agreed and functions for its intended purpose.
Product images can be affected by light, camera, screen, water color, depth, and environment. A color can therefore be experienced differently in the hand, in store lighting, in a photo, and in water.
CNW Baits does not normally accept complaints solely due to minor aesthetic variations that are consistent with the nature of the product, manufacturing method and reasonable expectations of hand-cast soft baits.
Send the complaint to [email protected] . In order for the case to be assessed effectively, you need to send clear information from the beginning.
Example of a complaint message:
Hi CNW Baits,
I want to advertise a product.
Order number: [enter order number]
Product: [specify product]
The error was detected: [insert date]
Description: [describe the error briefly and concretely]
I am attaching pictures of the product, packaging and relevant documentation.
CNW Baits needs to be able to see and assess the alleged error. If supporting documentation is missing, unclear, sent too late, or does not show the alleged error, the case cannot be assessed correctly.
The customer must therefore save the product, packaging, wrapping and relevant documentation until the case is closed. Do not throw away the product before CNW Baits has assessed the complaint or announced that the product does not need to be saved.
If the customer is unable to provide the product or sufficient documentation, CNW Baits may have to deny the claim or request additional information.
Soft baits are consumable products that are affected by use. They can be damaged, worn, deformed, discolored or affected by rigging, fishing, temperature and storage.
Practical rule: if the product has worked upon delivery but has been damaged through rigging, fishing, storage or external influences, it is normally not a fault for which CNW Baits is responsible.
If the package is damaged upon receipt, if an item is missing or if you suspect a wrong delivery, please contact us as soon as possible.
Please save the packaging, address label, packaging and products until the matter is resolved. We may need documentation to be able to handle the matter with the carrier or internally.
Send:
CNW Baits assesses each complaint individually. The assessment may include, among other things:
CNW Baits may request that the product be sent in for assessment. The customer must then await instructions before the item is sent. Do not send products to us without first contacting CNW Baits and receiving instructions.
If the complaint is approved, the matter will be handled in accordance with applicable consumer law. Depending on the situation, the action may include remedial action, replacement delivery, price reduction, compensation to remedy the defect, or cancellation.
CNW Baits normally has the right to first try to remedy the defect or make a re-delivery, if this can be done within a reasonable time and without unreasonable cost.
| Measure | When it may become relevant |
|---|---|
| Remedial | If the error can be resolved in a reasonable manner. |
| Redelivery | If the defect concerns a product that should be replaced with a corresponding product. |
| Price reduction | If the error persists or other action is not appropriate. |
| Cancellation | If the legal requirements are met and the error is not minor. |
A complaint may be denied in whole or in part if the investigation shows that the error is not an error for which CNW Baits is responsible.
This may apply, for example, if:
CNW Baits does not accept complaints that are used as compensation for incorrect product selection, regret, normal wear and tear or damage that occurred after delivery through the customer's handling.
Consumers have a right to complain under the Swedish Consumer Sales Act. The trader is responsible for defects that existed at the time of delivery and that become apparent within the statutory time period.
Complaints must be made within a reasonable time after the defect was noticed or should have been noticed. A complaint made within two months after the defect was discovered shall always be considered to have been made in a timely manner.
Business customers are not covered by the Consumer Sales Act's mandatory consumer protection in the same way as consumers. For business customers, complaints are reviewed according to the contract, the Sales Act and what CNW Baits accepts in the individual case.
If CNW Baits requests that the product be submitted for assessment, we will provide instructions on how to do this. The customer should not submit products without instructions.
If the complaint is approved, CNW Baits will be responsible for necessary and reasonable costs according to law. If the complaint is not approved, the customer may be required to pay for return, reshipment or other handling costs, to the extent permitted by law.
Products sent in must be packaged securely. If the item is damaged during return transport due to inadequate packaging, it may affect the assessment.
CNW Baits makes no warranty beyond what is expressly stated on the product page, in the order confirmation or in other written communication.
Information, guides, recommendations and fishing tips are guidance and not a guarantee of catch, durability in every individual situation or that a bait is suitable for all waters, rigs or fishing methods.
The right to a complaint under the law applies regardless of whether a specific guarantee exists or not.
These terms and conditions are written to make the complaints process clear. Nothing in the terms and conditions limits the customer's mandatory rights under Swedish consumer protection legislation.
If any part of the terms and conditions is held invalid or unenforceable, the remaining parts shall continue to apply to the extent permitted by law.
Send the order number, product name, clear pictures and a concrete description of the error. Keep the product and packaging until the case is closed.
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