Terms of Sale and Use - English

Introduction and general information

Introduction

We want to make our terms of sale and use clear and understandable to everyone. If you have questions about our terms that aren’t answered here, please contact us.

Mathem is a service that is delivered through digital solutions, content, and the delivery of goods and services from our own online store, or from other online stores we cooperate with. These terms apply to all registered users and include all services we provide through the group of companies Mathem belongs to, and/or any other associated companies. This includes our digital services, as well as all sales and deliveries of goods and services. Together with your orders, which are always accompanied by an order confirmation, these terms form a contract between you and us.

When you register a user profile, you’re responsible to pay for the goods and services you order from us. Your responsibility also includes others' use of your account, including any unauthorized use, unless there is proof that the unauthorized use was because of negligence on our part.

Purchase of goods from Mathem can only be made by adults – in other words, people over 18 years of age.

We only deliver to addresses in defined geographical areas in the countries where we operate. You can check which addresses we deliver to at any time on our website or app.

If you are using our service as a consumer, then your purchases are regulated by Swedish consumer protection laws, which are based on the EU's Consumer Rights Directive (2011/83) and the e-Commerce Directive (2000/31).

For information on your legal rights as a consumer in Sweden, you can reference the following regulations:

If you want to know more about your rights and obligations when you shop with Mathem, you can consult the Swedish Consumer Agency (Konsumentverket) (https://www.konsumentverket.se/).

When it comes to food and nutrition labeling, the regulation that applies is Regulation (EU) no. 1169/2011 (Food Information Regulation).

Mathem's goods and services are available to both consumers and businesses. There are parts of the terms you're reading now that only apply to consumers, and not to business customers. This is because Swedish consumer protection regulations offer different protections to consumers, which means that any references to those rights in our terms of service will not apply to business customers.

We care about the privacy of each and every one of our customers, and we know that it’s our responsibility to earn and maintain your trust. You can read more about how we process and protect your personal data in our Privacy policy. This also includes how we use cookies and trackingtechnologies.

Who are we talking about when we say “we”?

Mathem is a part of an international group of companies that provides goods and services in multiple countries. If you live in a country where we operate, services will be provided by a legal entity based in that country. For our customers in Sweden, that entity is Mathem i Sverige AB, business registration number 556775-7264.

In these Swedish terms of sale and use, Mathem is referred to as "Mathem", "seller", "we", "us" or "our".

When we say “user”, we mean a person or company with associated personal data and information that has entered into an ongoing contractual and customer relationship with Mathem by registering an account, which means they’ve agreed to the terms you’re reading now.

When we say “customer” we mean someone who has completed a purchase; the person or company listed as the customer in the order confirmation, and is referred to in these terms of service as "customer", "user", "you" or "yours".

Your account

Setting up your account

At Mathem, we ask everyone who wants to shop with us to create an account and provide some information about themselves in a user profile. Some of the information we ask for is required by law, some is necessary so we can deliver the goods you order, and some allows us to make Mathem into something more than just a grocery store – namely, a rich and inspiring online environment and a helpful service.

If you’re new to Mathem, you can set up an account here.

A user account can only be valid for one (1) person or company with associated personal data and user information.

Your responsibilities When you create an account with us, you agree:

to create the right type of account for your situation, i.e. either a personal account or a business account;
to provide correct and complete information about yourself and/or your company;
that the information is yours and/or that you have the right to act on behalf of the person or entity you register or shop for, including the right to enter into binding agreements;
to update the information if it changes*; and
to comply with the laws in your country**.

* If you provide incorrect information, or we suspect you have provided incorrect information, we reserve the right to deny you access to the service, to change or delete content, and/or cancel or withhold orders.

**If we suspect illegal activity on your account, we reserve the right to deny you access to the service, change or delete content and/or cancel or withhold orders.

As a registered customer, you are responsible for the security of your account and for your profile. You’re also responsible for all activity that takes place in connection with your account, and you agree:

not to share your username or password with others;
to report any abuse or suspicions you might have if you think your user account may have been compromised;
to follow the terms of sale and use and accept our Privacy policy.

Coupons, gifts cards and referrals

We sometimes offer discounts, credits, or gift cards in the form of "coupons". Coupons are essentially digital discounts that are collected in your account. They can be valid for a limited period, only valid for certain days of the week, or certain dates, and are often linked to a minimum order requirement. You usually won’t be able to combine multiple coupons in a single order. The terms of each coupon type can vary, but you can always find out the terms of each of your coupons in the Perks section of your profile.

Coupons can’t be split across multiple orders and can only be used once. That means they can only be used on orders that cost at least as much as the value of the coupon.

Mathem sometimes offers discounts in the form of coupons in connection with campaigns, like when we want to encourage you to use us again after a break, or as a reward for referring new customers. We distribute these kinds of coupons at our own discretion and we can change the terms of issue at any time.

At Mathem we may reward you if you refer a new customer to us by using your unique Mathem referral link. When a person uses your referral link to sign up with Mathem for the first time, they’ll receive a referral coupon on their first order over a certain amount]. The coupon your referred customer receives is valid for 14 days after creating an account at Mathem. As a referrer, you’ll be rewarded with a referral coupon on your next order over a certain amount, which is valid for 30 days. You can only use one (1) referral coupon per order.

Campaign or referral coupons are initially given both to your referred customer when they register with a unique link or invitation code, and to you as the referrer when your friend makes their first order that meets the coupon's specific terms.

A person can only be referred once, and you can get a maximum of one (1) referral coupon per referee household. Only actual physical people with genuine personal data who live in the geographical area covered by our terms can earn referral coupons.

If Mathem suspects abuse of coupons (for example, if you attempt to refer yourself or close relatives by creating multiple user accounts, refer on an irregular, professional scale or for commercial purposes, or otherwise use referrals in ways that we don’t believe are in the spirit of our referral program), we may refuse you access to the service, invalidate your coupons, as well as delete or deactivate the user accounts where the abuse occurred. We may also claim compensation for lost income as a result of the abuse.

Bottle return

Mathem offers return of bottles in collaboration with recycling partners and the “pant” scheme. We only accept the return of bottles in bags specially made for this. You can buy deposit bags in our online store [https://www.mathem.se/se/about/panta-hemma] at cost price. You deliver the deposit bag filled with bottles to our delivery drivers when they bring your order, and the bottles will then be transported and processed for you. You’ll receive a credit slip for the total value of the returned bottles that will be automatically deducted from your next order with us.

We reserve the right to accept a maximum of one deposit bag per customer per delivery. It will take up to ten working days for the issuance of a credit slip for the returned bottles to you.

Communication

When you create an account with us, it creates an ongoing contractual relationship. When you actively use your account, that forms what’s called an existing customer relationship. With these relationships in mind, we will sometimes communicate marketing and other information to you, but always in line with marketing laws and regulations.

These kinds of communications might be sent to mobile phone numbers or email addresses you’ve shared with us, as an alert via our app, or even in some cases via physical mail. We encourage you to read our Privacy policy for more information about this.

Termination of your account

You can delete your account with us at any time. This will end the ongoing contractual and customer relationship with Mathem mentioned above. You can find out more about how to do this and what it means for your data in our Privacy Policy.

Shopping with Mathem

Ordering

Your order is binding as soon as the order is registered on our server. Once we’ve registered your order, we’ll confirm this by sending you an order confirmation to your email. If one or more products in the order are sold out, we reserve the right to cancel your order or parts of it. In the event of a sold-out situation, we’ll notify you with information about what we’ve done to resolve the situation, either in the form of a refund, credit note or a replacement product.

Payment

For private customers, payment for orders is settled through a debit or credit card via our website or app. The purchase amount is then reserved on your card. The card is charged the same day as the goods leave our warehouse.

For business customers, payment for orders is settled through an invoice sent by email to the invoicing address you have given in your profile. The invoice is due 30 days from the date the goods are delivered, unless otherwise determined by the provider of billing services.

Mathem reserves the right to perform credit checks. In the event of unusually large orders, orders made by companies with low or no creditworthiness/history, and/or missing or closed accounts, we may ask for advance payment before the order is carried out.

In the event of non-payment, a claim will be sent for collection after we give notice. Mathem has a sales pledge in the sold goods as security for its claim on the purchase price, with the addition of interest and costs. In other words, Mathem would have the right to claim the actual goods to cover a lack of payment.

We reserve the right to limit sales of certain products , including selling a limited number of items to an individual person within a specified time period. In cases like this, the purchase price will be refunded.

Prices

All prices stated on our website and in our apps include VAT unless otherwise stated. The total purchase price includes all costs associated with the purchase, including packing, shipping, delivery, bottle deposits, packaging, etc.

For business customers, certain fees are added to the price of each item. Additional fees such as invoice and delivery fees may be added to the entire order as applicable under the business agreement

The cost of our products is constantly changing. This means we reserve the right to change our prices in the store when our suppliers change their prices. Sometimes the price of a product may change between the date of order and date of delivery, but in that case, the price on the date you placed your order will apply. We reserve the right to refuse delivery of all goods based on price fluctuations and stock situation.

We deliver our products to you in our custom-made cardboard boxes. These boxes are made to be easily folded and recycled as cardboard, or you can return them to our drivers the next time you receive a delivery from us. We charge a small fee for cardboard boxes, similar to the way physical stores charge for carry bags. When you go to checkout in the Mathem store, we’ll automatically add the number of cardboard boxes needed for your delivery.

For smaller orders, additional surcharges may apply. Details about this surcharge are specified in our delivery price lists, which you can find on our website and apps. You may need to enter a delivery address to see the charges that apply to you.

Mathem covers a large geographical area and competes in several markets. As a logged-in user, prices can vary by location and other factors, such as local price competition. Home delivery prices can also be affected by demand and accessibility in your area.

Delivery

Delivery of purchased goods

Mathem delivers to the address you specify in your address list and select when ordering, within the time slot you choose. We deliver your order to your door. For business addresses, we deliver to the doorstep or loading ramp. We take responsibility for the goods you order until you receive them; your responsibility is to make sure that Mathem can deliver your order in a safe and sound way. This means you have to remove snow, add gravel or clear your driveway, and otherwise make sure our drivers can reach your door safely.

If you’ve ordered products that have age restrictions (for example alcoholic beverages), the driver may ask for an ID-check before we can deliver the items to you.

As soon as your order has been designated to a specific delivery route, we’ll provide you with a narrower estimate within your chosen slot for when you can expect delivery. Note that this is an estimate only and that Mathem reserves the right to deliver at any time within your original chosen time slot.

Mathem reserves the right to refuse delivery to individuals, households or addresses, without stating any reason. It’s your responsibility to make sure we can deliver to you in a safe, decent and civilized way. If drivers or other personnel performing services for Mathem express discomfort or perceive any part of the delivery as being unsafe, offensive or threatening, either for themselves or others, the customer relationship may be terminated immediately and without compensation.

Delays

If we’re going to be late with your delivery, we’ll let you know as soon as we’re aware of the delay, along with information about when we can get your order to you.

Doorstep delivery

Mathem offers unattended doorstep delivery to some addresses. This service applies to selected areas, and allows for orders to be left outside the door of addresses and homes that are suitable for this, according to additional instructions given in your user profile. The criteria for suitability are defined by Mathem and may vary, but we must have access to the front door, which cannot be behind a locked gate or locked common entryway.

If your address is suited to doorstep delivery, we’ll do our absolute best to deliver according to the delivery instructions you provide in your user profile, but we can’t always guarantee this.

We can’t offer doorstep delivery for orders that include goods that require an ID check (like alcoholic beverages, for example).

When you choose doorstep delivery for a delivery address, you take over responsibility for all goods left on your doorstep from the time of delivery. This delivery time is sent to you by a push notification, email, or SMS, and/or other notifications in the app or online store. You also accept that quality and shelf life guarantees are waived, since we have no way of knowing when or if you’ve brought your order inside. The risk that the goods are damaged or reduced in quality as a result of being left unprotected against animals, theft, and weather is transferred to you. You agree that incomplete and damaged deliveries will not necessarily be fully compensated. Your right to lodge complaints will be limited to situations that are not due to the goods being left outside the door.

We decide which addresses are available for doorstep delivery, and we can always withdraw the offer without stating a reason, both for a specific address or an entire area. This could happen, for example, in a situation where leaving the goods outside leads to a disadvantage for Mathem or a third party.

Incomplete deliveries

If you’re not at your address when we arrive with your order, and we’re within the agreed time slot, we’ll try to call you on your registered phone number to clarify what we should do next.

You’ll have the opportunity to have the goods left at your own risk, or to have the order canceled for an extra fee to cover expenses related to the return of the goods, and to cover the loss we suffer in the form of unsaleable goods. The rest of the value of the goods will be credited to the account you used for payment. The total fees are limited to the value of the order.

If we can’t get hold of you, we’ll leave your items outside your door, but only if we think it’s safe to do so. If it’s not safe, we won’t deliver your order, but you’ll still be charged for it. Any items that require ID will be removed from your delivery if we have to leave it unattended.

Special agreements, such as leaving goods unattended or delivery to other addresses, are only made if it’s not going to cause a big problem for us, and you always accept any risk. We don’t take any responsibility for reduced quality and/or shelf life of goods that aren’t delivered in accordance with the order's original terms.

We also don’t take responsibility for reduced quality and/or shelf life of goods that are not received at the originally agreed delivery time.

Our commitments to you

When receiving your goods

As soon as you can after accepting a delivery from us, you should check that the items match your order confirmation and that nothing has been damaged during transport. If there is an error or defect in a product, you can have the payment for the item credited to the same account you used to pay for your order. If you want your item (or items) credited based on one of our guarantees (our freshness guarantee, for example) or some other relevant offer, you need to let us know within 12 hours of delivery.

Our guarantees

We always comply with applicable rules and regulations around consumer complaints in the countries where we operate. Our guarantees don’t put any restrictions on the deadline for lodging complaints under local consumer laws.

In fact, our customer promise in some situations extends even further:

Freshness guarantee

We give a freshness guarantee for some of our products that deteriorate rapidly, such as fresh fish and meat products. If a product has a freshness guarantee, it will be stated in the information about the product or in our information web pages. about freshness guarantees, as well as for how many days from delivery the guarantee applies. If we don’t meet the freshness guarantee, meaning that the amount of days indicated on the package you have received is less than what we have stated about the product in our online store, we’ll give you your money back.

Note that the freshness guarantee doesn’t apply if the product is discounted or sold as part of a campaign.

Fruit and vegetable guarantee

We also give a guarantee on our fresh fruit and vegetables. This means that if you have a complaint about the fruit or vegetables you have ordered, for example something is bruised or spoiled, we’ll give you your money back for that item, no questions asked.

We sometimes also introduce time-limited guarantees, and in these cases, the details won’t necessarily be included in these terms of sale and use. That said, you’ll always be able to find information about the guarantee elsewhere in our app or web store.

If you’re still not happy

Returns and refunds

If there is something wrong with your order, you need to let us know within a reasonable time after you discovered it—or should have discovered it. Ideally, you should contact us within 7 days. The final deadline for lodging complaints is two years after you took possession of the order. Your local consumer protection laws concerning transfer of risk, notices of defects and sanctions for delays and defects apply for private customers (consumers).

Refunds will be made within 14 days after we’ve been notified.

Please contact Customer support if you have any questions or complaints concerning your order.

Right of withdrawal

Mathem complies with rules and regulations regarding cancellation of consumer purchases. These rules might give you a general right of 14 days from the delivery date to cancel your purchase, but you should note that there are special provisions in the rules related to fixed-term benefits and goods that deteriorate rapidly, such as certain food and beverages. These provisions may mean the general cancellation period doesn’t apply for a lot of the goods that Mathem offers to our customers.

With that in mind, your right to cancel your order might not apply to:

delivery of goods that deteriorate or quickly reach their expiry date;
delivery of sealed goods which, for reasons of health or hygiene, aren’t suitable for return, and where the seal has been broken after delivery; and
transport of goods where a specific date or time period has been agreed upon.

The right of cancellation doesn’t apply to business customers or customers who are otherwise not defined as a consumer in the applicable regulation.

To carry out your right to cancel an order, you need to notify us by writing a letter to Mathem i Sverige AB, Slottsbacken 10 111 30, Stockholm or by email to info@mathem.se. If you need help writing your letter or email, you can use the cancellation template at the bottom of this section.

If you cancel an order, we’ll refund all payments we have received from you for the goods in question, including delivery costs , without undue delay and in any case no later than 14 days after the day we receive notification of your decision to cancel. We make the refund to the same means of payment that you used for the original payment, unless you have expressly agreed otherwise with us. In any event, you won’t be charged a fee as a result of the refund.

We may withhold the refund until we’ve received the returned goods, or until you have submitted documentation that the goods have been returned, whichever occurs first.

After clarifying with customer service that you need to return the specific product, you need to send or deliver the goods to Mathem i Sverige AB, Slottsbacken 10 111 30, Stockholm as quickly as possible, and in any event no later than 14 days after you told us that you want to cancel the purchase. The deadline is met if you return the goods before the deadline of 14 days has expired.

You may be required to bear the direct costs of returning goods. These costs are estimated at a maximum of approximately EUR 25. You’re liable only for any reduction in the value of the goods due to different handling than what would normally be necessary to check them over and make a decision about returning them.

Cancellation form

Completed form can be sent to us by regular post or e-mail:

Mathem i Sverige AB, Slottsbacken 10 111 30, Stockholm

E-mail: info@mathem.se

Name of customer:

Address of customer:

Date:

I/we hereby notify that I/we wish to withdraw my/our agreement for the purchase of the following

goods ordered on (insert): / received on (insert)
services ordered on (insert): / received on (insert)

Signature (if sent as a letter)

Legal matters

Intellectual property rights

The Mathem logo is a registered trademark of Mathem i Sverige AB (business registration number 556775-7264).

It is not permitted to use our name, logos, screenshots or images in any way that may be confusing or imply sponsorship, recommendation or association without our prior written consent.

Product images and recipes with photos are used with permission and in accordance with both general terms of use and special agreements with our local suppliers, content providers and other partners, which are identified in the terms of sale and use for the applicable countries.

All content on these websites is the property of the Mathem group or its sub-suppliers and is protected by copyright, marketing, trademark and other relevant laws. This means that trademarks, company names, product names, information about products, including recipes with images, mention of the products and weight, images/graphics, design, typography and layout and other content on these websites may not be downloaded, copied or used in any other way without being expressly permitted by invariable law or by express prior written consent from Mathem.

Liability and extraordinary circumstances

Mathem is only liable for losses for the product if errors or defects have been proven. But that’s not the case if Mathem can show that the defect is due to circumstances beyond our control, and which we couldn’t reasonably be expected to avoid or overcome the consequences of.

Mathem isn’t liable for indirect losses as a result of defects unless the loss is caused by gross negligence or intent on our part. In the case of consumer purchases, your rights with respect to mandatory consumer laws cannot be waived.

If Mathem is prevented from delivering, or we are forced to make a delivery in circumstances that are not ideal, or if making a delivery becomes unreasonably burdensome as a result of a labor dispute or any other circumstance that the parties cannot control, e.g., extreme weather, fire, war, mobilization or unforeseen military drafts of similar scope, requisition, seizure, currency restrictions, pandemics or epidemics, riots and disturbances, shortage of means of transport, general shortage of goods, restriction in the supply of working power, as well as deficiencies or delays in deliveries from sub-suppliers or manufacturers as a result of such circumstances referred to in this section, Mathem is exempted from all other liability except in cases of complaints and to credit the defective product's associated purchase price.

If Mathem is prevented from delivering due to circumstances within your control as our customer, you will be liable for payment for the order.

Reservations

Mathem reserves the right to change these terms, including as a result of changes in legislation, at any time and without prior notice. We’ll always notify you of any changes to the terms of sale and use and they will be effective from the date stated in the notice, unless the changes are purely of an editorial nature. By using our services, you accept the changes. You’re always responsible for complying with the applicable terms of sale and use.
Mathem, and all content included in the service, is made available "as is" and without any form of guarantees or secured features. We reserve the right, at any time, in our sole discretion, to stop and/or change the service or functionality, in whole or in part.
We strive to provide our customers with as accurate information as possible about our products. However, we make reservations for typing/printing errors, which may mean that we can’t always deliver exactly what was presented in our online store or in other marketing. If this occurs, you have the right to cancel your order.
For products sold with a sales discount or in connection with a campaign, the terms of sale that are stated on the product's details page apply. Sales and campaigns are valid until the stated end date or as long as the stock lasts. We reserve the right to limit the number of sales of a product or combination of offers, in connection with a campaign, to the same person within a period of time.
Information provided about products, in accordance with local food information regulations, such as nutritional content, ingredients, allergens, etc. is supplied by the individual manufacturer. Mathem is not liable for any errors or omissions in the information provided. Note that all allergen information must be used with caution and is for guidance only. Anyone preparing or serving food to an allergic person must always read the product/packaging ingredient list carefully.
Images used on our pages and in our apps are illustrative and may differ from the actual appearance of the product.
Mathem is not liable for content that you or other customers or third parties make available or send through Mathem. You are liable for the content of your user account and your profile and also for the consequences of posting or publishing user content. You agree that we only act as a facilitator for your and other customers' distribution and publication of content.
Mathem’s app or web store may contain links to third party websites, advertisers, services, etc. Mathem has no liability for the content, services or products offered or made available on such websites.

Choice of law and dispute resolution

The governing law and dispute resolution process relating to our services in Sweden is governed by Swedish law. Any disputes shall primarily be solved through contact with Mathem customer service. As a secondary option, you could take the dispute to the The National Board for Consumer Disputes (Allmänna reklamationsnämnden “ARN”, www.arn.se or ARN, Box 174, 101 23 Stockholm). You could also choose to use the ODR-platform (Online Dispute Resolution). Ultimately, disputes will be resolved by the courts, where the Stockholm District Court (Stockholms tingsrätt) is a legal venue. If you are a consumer, not a company, you’re always entitled to bring an action and be a defendant before the court of your own residence.

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