Returns
Your return is prepaid and you get a QR code by text and email — pack the equipment back into the same packaging and show the code at your nearest PostNord service point, where they print the label for you. You can also book a collection from your address.
Everything about returns
Wondering how the equipment is returned?
Our return process aims to be as simple, smooth and flexible as possible. On the return day — the last day of your rental — you simply return the equipment in the same parcel it came in, by 18:00 at the latest. You choose whether you would rather drop the parcel at your nearest PostNord service point, or book a pickup where PostNord comes to the address you choose and collects the parcel. Both are included in the shipping you have already paid for.
Remember that the parcel must always be handed over to PostNord by 18:00 at the latest on the return day. The return day is a rental day and is included in the price. Rather rent one day too many — it is cheaper than paying a late fee.
Before the return
- Check carefully that all the equipment that was part of your rental is in the return. Any original packaging, cables, accessories: it all goes back, so you avoid extra costs afterwards.
- Use the same packing material that was in the box when we sent the rental to you, so nothing is damaged on the way back.
- Tape the packaging up and make sure it is properly sealed.
Our returns are handled by PostNord. You now have two options for your return: either book a pickup or drop it off at a PostNord service point.
Handing it in at a PostNord service point
The simplest option for most people is to take the parcel to a PostNord service point. When we have sent your order you get a QR code by text and email from PostNord, and the same code is in the letter inside the parcel. Show the code at the counter and they print the shipping label for you and attach it. There is no shipping label in the parcel — the QR code replaces it.
Pickup
If you choose pickup, PostNord comes to the address you give and collects the parcel. For security reasons you must be physically present and hand the parcel over when they come to collect. You do not need to print and attach a shipping label; the driver brings it when a pickup is booked. You can book the return in several ways:
- In the email from us there is a link ("Book a pickup") — click it to go straight to booking a pickup
- Easiest of all: use the PostNord app. Make sure you have registered your email address and/or phone number in PostNord's app, and shipments to and from Flexfoto will appear there automatically. You can also add shipments manually; you get a link and a shipment ID by email and SMS after we have sent your rental. The option to book a pickup then appears automatically in the app and you can do everything from there
- You can also scan the QR code on the printed letter in the packaging, which takes you to a pre-filled booking page
- Alternatively: visit returns.postnord.com/se/ and enter the return's shipment ID (not the same ID as when you received your rental). You will find the return's shipment ID on the printed letter from us in the packaging.
Can I return an order early and get money back?
Yes! If you want to return an order early, you get back the difference between what you have already paid and what you would have paid for the time you actually had the equipment. Just make sure you tell us when you send the equipment back so that we can arrange a refund.
Note, however, that for rentals shorter than 7 days there is very little difference in price, so a refund on a 4-day rental versus a 2-day rental, for example, is extremely small.
NOTE: our shortest rental time is one day, so if you return the products immediately on receipt, you will still be charged for a one-day rental.
I cannot find my return QR code!
No problem! When we shipped the order from us, you were sent a QR code by SMS and email from PostNord — show that QR code at a PostNord service point and they will print the shipping label for you on the spot. That SMS and email come from PostNord and look like the example below:
If you would rather return via pickup than a service point, visit returns.postnord.com and enter the shipment ID you were given for the return in the email from us — no shipping label is needed, the driver brings it. You can find that shipment ID in several places:
- in your account here on the website, if you placed the order while signed in
- the email you got from us when we shipped your rental from our warehouse — click "Track" next to the tracking number named "Retur upphämtning" and you go to the pickup booking page
- in the packaging you got a letter from Flexfoto with return information, which has a QR code you can scan to reach the pickup booking page — it also has the QR code you show at a service point so they can print the shipping label
You are of course also welcome to contact us and we will sort it out quickly and easily!
Extending rentals and late returns
Can I extend my rental?
As long as we still have the equipment in stock we are happy to extend your rental. Get in touch before the return day — that gives us time to tell you if someone else has already booked it.
Bear in mind that booking the longer period up front is always cheaper than renting short and then extending. The price per day falls the longer the rental is, and an extension starts again from the short rental’s price level.
We do this to encourage our customers to rent for the longest time they might need a product, and then return it early for a refund instead of renting it for the shortest time they might need it.
We do this because it helps us have a better idea of when a product will actually come back from a rental, so that we can take other bookings for it.
What happens if I am late with my return?
No problem at all! But tell us straight away. We will arrange a rental extension and help find a drop-off point nearby.
We usually send a return reminder about a day before the rental period ends. If you still forget, or life gets in the way, we also send a late notice if the order has no active tracking. To be specific: if the carrier’s tracking page shows no updates after 18:00 on the return day, the return counts as late.
We strongly recommend making sure you get and keep your hand-in receipts.
If you do not have a drop-off point near you, we can also book a pickup.
I forgot to send back one of the products or an accessory!
No problem — these things happen! But tell us straight away. We will send instructions on how to send the product back separately. If you do not tell us and we only discover it when we receive your rental and go through it, we charge a late fee and/or replacement cost for the missing products or accessories. We will of course get in touch when we discover it, and if you send the missing item back straight away you avoid paying the replacement cost.
How is the late fee calculated?
The late fee follows § 14 of the rental terms: 1.5 × the product’s daily rate for every started day the return is late. The daily rate is the price for one day — the same price shown first in the price ladder on the product page — not a share of what the whole rental cost.
If the rental is seven days or longer and you are a single day late we usually waive the fee — but that is goodwill on our part, not a right, and we need to hear from you.
Get in touch — then it is only a late fee
If you are running late: tell us. As long as you are reachable and the parcel is on its way, or we have agreed an extension, the fee above is all that applies. It runs per started day until the equipment is handed in, and it has no ceiling. We are happy to help you find a nearby service point or book a collection.
No return at all — when we cannot reach you
If the equipment has not come back seven days after the return day and we have had no contact from you, it is treated as stolen under § 14. We then file a police report and invoice the full cost of replacing the equipment. In that situation the late fee is charged up to and including the seventh day and no further, because the replacement claim applies instead.
So this applies only to someone who is both late and impossible to reach. Nobody is seven days late by mistake and unreachable at the same time — get in touch and we will sort it out. If you want to keep the equipment longer, an extension is almost always simpler and cheaper.
If the rental is seven days or longer and you are a single day late, we usually waive the fee — but that is a courtesy from us, not an entitlement, and we need to hear from you. If the late return means we have to send products to a waiting customer by express delivery in order to be on time, you are also charged the actual cost of that express delivery.
Why do I pay more in total to extend a 7-day rental to a 14-day one than a 14-day rental costs?
We do it to encourage renting for the longest time you might need a product, and returning it early for a partial refund instead — rather than renting for the shortest time you might need the product. We do this to get a better idea of when a product will actually come back to us from a rental, so that we can accept future bookings for it.
If a renter chooses the longest time they might need a product, we can accept a future booking with confidence. In the opposite situation, where the equipment is rented for the shortest period the renter might need it, we can end up in a position where they assume they can get an extension on a rental but we have already reserved the product or products for another renter.
More questions? See the FAQ or contact us.