Purchasing cosmetic products

Important to know  

• Cosmetic products are usually classified as hygiene products. This means that if you have broken the seal you lose any statutory withdrawal you might have had. 

• Pay attention to the date label, and carefully read on the packaging how it should be stored and its shelf life after opening. 

• Check that there is an address for the responsible company.  

What happens the product is faulty? 

If there is a problem with the product, you have the right to make a consumer complaint and claim redress. Making a consumer complaint means that you are requesting a remedy to the problem. You must be able to show that there is a fault with the product. 

In order for the company to be legally required to provide you with a remedy, the fault or malfunction must be regarded as an original defect. An original defect is one that existed when you purchased or first received the product. If the product has an original defect, the company is subject to the legal obligation to rectify the problem and make it right. When it comes to cosmetics, the most common solution is to give you a new product. 

If you are seeking a remedy, it is important that you notify the company within two months of detecting the problem. If you wait longer, you risk losing your right to make a claim and demand a remedy from the company. 

Further information about how to lodge a consumer complaint regarding a faulty product 

Right of withdrawal when purchasing cosmetic products 

Sometimes the right of withdrawal is confused with a satisfaction guarantee, but they are two different things. 

Buying in a shop 

For items purchased in person in a shop, you will not have any statutory right of withdrawal. It is common for retail shops to offer a satisfaction guarantee with possibility to return the goods for an exchange or a refund. There is however no law requiring shops to offer money back terms or a consumer's right to exchange the product. 

Shopping online 

The right of withdrawal applies when you have made a purchase via a distance/off-premises sale, for example at a website on the Internet. The “cooling-off period” during which you can exercise a right of withdrawal is normally 14 days and applies throughout the EU. 

Keep in mind that cosmetic products are usually classified as hygiene products. This means that if you have broken the seal you lose any statutory withdrawal you might have had. 

If you have a right of withdrawal, you can contact the company within two weeks of receiving the product and inform them that you are cancelling your purchase. Do this in writing, for example by e-mail, and retain a copy. If the company has not given you the correct information about your right of withdrawal, this right can be extended for up to one year. 

Further information about the right of withdrawal 

Subscription for cosmetic products 

A subscription for cosmetic products can be either for a fixed period or for an indefinite period. Fixed-term contracts can sometimes include a clause stating that the contract will be automatically renewed if the customer does not terminate it. 

It is a requirement that you receive a written reminder about the extension 

There are rules in the Consumer Protection with Automatically Renewing Contracts Act relating to how an auto-renewal of a consumer agreement (evergreen contracts) must be made in order for it to be valid: 

• The contract must include a clause stating that unless notice to terminate the contract is given, it will be automatically renewed. 

• The company is under an obligation to remind you of this in writing at least one month before the contract is to end. 

If there is no such provision or the company does not remind you in time, you have the right to cancel the contract immediately.

Further information about automatic contract extensions 

Exceptions to the requirement of a written reminder 

If you have a contract that can be terminated within three months, the company does not need to inform you. This could be, for example, when your subscription is renewed for one month at a time. 

Request the assistance of ARN if you can’t arrive at a mutually agreed solution with the company 

If a dispute arises between you and the company and you cannot reach a mutually agreed solution, you have the option of asking the National Board for Consumer Disputes (ARN) to become involved by filing a request for assistance with them. ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations. There is no charge for having your case heard by ARN. A normal processing time is approximately six months. 

Requirements for the National Board for Consumer Disputes to be able to review your case 

• You have filed a complaint within one year from the date you first notified the company of the problem. 

• The amount you and the company are in dispute about is more than ARN's value limitations (different value thresholds apply for different fields).

• The company has rejected your requests in whole or in part, or it has failed to respond to you. 

If you have not received a response from the company, 30 days must have passed before you can file a complaint with ARN. If you submit your complaint earlier, it will be automatically rejected. 

When you submit your complaint to ARN, you will need to describe the situation and what you want from the company. You can send supporting documents such as e-mails, pictures, screenshots, contracts and other evidence. 

Submit an application on ARN’s website  

Would you like assistance in preparing your complaint? 

The municipality’s consumer adviser may be able to assist you in submitting an application to ARN. 

Your dispute with the company can also be taken to a district court by filing a lawsuit, but there will be costs involved in this. as you will need to pay a filing fee and may also have to pay court costs. 

Contents and labelling 

The label on a cosmetic product is very important because it is often the only information one receives about the product. The label needs to help you understand the purpose of the product and how to use it safely. 

A certain part of the label must be in Swedish. These parts are: 

• volume of the contents 

• reference to shelf life, i.e. the expiry or use-by date 

• precautions for safe usage 

• function/purpose of the product. 

Further information on the website of the Swedish Medical Products Agency (In Swedish)

If you have had an allergic reaction

The Swedish Medical Products Agency is the governmental authority with primary responsibility for cosmetics. Cosmetic products are meant to be safe to user, but can sometimes they can trigger an allergic reaction and lead to hypersensitivity. It is primarily the presence of certain chemical substances in the contents that can cause contact allergic reactions. 

The fact that you are sensitive or have an allergic reaction does not necessarily mean that there is something faulty with the product. However, it may be a faulty product if the cosmetic contains an unauthorised or impermissible ingredient or if the list of ingredients is incorrect or even unclear. 

Read more and report problems on the Swedish Medicines Agency's website 

Regulatory rules concerning cosmetics marketing

There are rules on how marketing may be presented and what can be claimed in advertising is governed by detailed regulations. The Swedish Medical Products Agency and the Swedish Consumer Agency share responsibility for the regulatory activities relating to cosmetics marketing. 

Läkemedelsverket, the Swedish Medical Products Agency 

When it comes to marketing and claims directly linked to the cosmetic product, the Swedish Medical Products Agency has the principal responsibility. For example, it is not permissible to claim that the product can cure skin problems, while however it is permissible to market it as a skin softener. 

Further information about marketing rules on the website of the Swedish Medical Products Agency  

You can register a complaint about apparently impermissible marketing practices to the Swedish Medical Products Agency.

Report problems or concerns on the website of the Swedish Medical Products Agency  

Cosmetics intended for children 

Cosmetic products marketed to children must be specifically adapted for children. Examples include softening skin creams, wet wipes, soaps and toothpastes. If you feel the product is not suitable for children, you can report your concerns to the Swedish Medical Products Agency. 

Further information about cosmetics for children on the website of the Swedish Medical Products Agency  (In Swedish)

The Swedish Consumer Agency

If however the marketing is misleading or otherwise problematic according to the Marketing Act, you can report this to the Swedish Consumer Agency. A complaint filed with the Swedish Consumer Agency does not mean that you will receive help in your particular case, but it might help other consumers in the future. 

Submit a complaint to the Swedish Consumer Agency