Terms & Conditions
Last updated: August 26, 2025
1. Scope of the Terms
These General Terms and Conditions apply in the case of a legal person's requisition of pharmaceuticals and pharmaceutical-related assortments ("Customer") from Kronans Apotek AB, org. No. 556787-2048 ("Kronans Apotek"). The customer and Kronans Apotek are collectively referred to as the Parties.
2. Customer and Definitions
Only an authorized person at the Customer shall order goods from Kronans Apotek.
Operations manager: refers to the Customer (the person who, according to Section 29 of the Health Care Act (1982:763), is responsible for the health care operations) is responsible for ensuring that only authorized persons according to the regulations of the National Board of Health and Medicines and the Swedish Medicines Agency at any given time are authorized to order medication. The operations manager is responsible for ensuring that nurses at the Customer's organization who requisition pharmaceuticals are employed by a healthcare provider that has an agreement with a region, municipality, or national authority to provide healthcare services under the Swedish Health and Medical Services Act (2017:30). This responsibility includes ensuring that only nurses with such an affiliation are granted authorization to requisition medication. The Operations manager is also responsible to Kronans Apotek for the Customer's business account and that any delegation of prescription and ordering rights takes place in accordance with applicable laws and regulations.
Administrator: refers to the individual appointed by the Operational Manager who is authorized to manage and approve user roles and permissions within Kronans Apotek's ordering system.
User: refers to the individual who has been granted access rights to use Kronans Apotek's ordering system. Users may be assigned different roles and levels of access within the system.
The customer must notify Kronans Apotek as soon as possible of significant changes to the business, such as a change of business manager and address changes.
3. Terms and delivery when ordering via e-commerce portal
Ordering via Kronans Apotek's e-commerce portal must be done via the web address www.kronansapotek.se/healthcare. By completing an order, the Customer accepts these General Terms and Conditions. A purchase agreement is only made when Kronans Apotek has confirmed the order by sending an order confirmation to the email address the customer notified Kronans Apotek.
In cases where the Customer has placed several orders, Kronans Apotek reserves the right to combine these orders and deliver them in one package. The customer's order can also be divided into several packages depending on its content. The customer has the option to request partial delivery for each individual order. In such a case, for each partial delivery, in addition to the other delivery conditions described below, an additional cost of SEK 30 is invoiced to the Customer if the partial delivery has an order value of less than SEK 500.
Delivery takes place to the local Kronans Apotek or to a delivery point specified by the customer. The delivery time is normally 1-3 working days after Kronans Apotek has received the Customer's order. All orders placed before 12 o'clock on non-holiday weekdays are normally delivered the following weekday if the goods are in stock, with the exception of certain locations in Norrland and Gotland where delivery takes place another weekday later. If the goods the Customer orders are not in stock, the order is normally sent the next business day or as soon as the goods are in stock. Orders placed on weekends/holidays are normally shipped the next working day. If the delivery day falls on a holiday, delivery will take place on the next non-holiday day. Refrigerators that are in stock are normally delivered within 1-4 working days after the order is placed. If not all the goods are in stock, delivery is awaited until all goods can be sent at the same time, if the Customer has not requested partial delivery when placing the order.
4. Terms and delivery for orders other than via e-commerce portal
Orders outside Kronans Apotek's e-commerce portal to local Kronans Apotek can be made via e-mail, fax or telephone. When ordering by fax, a fax agreement needs to be drawn up between the Customer and Kronans Apotek. Local Kronans Apotek or Kronans Apotek's central customer service must be contacted to establish a fax agreement.
Delivery takes place to local Kronans Apotek. When ordering to the local Kronans Pharmacy, the Parties must agree on the order date and last order time to enable collection of products at the local pharmacy on the agreed date.
5. Common delivery regulations when ordering via e-commerce portal or other form of order
The customer must present the order number and valid identification when the customer collects his order at the local Kronans Apotek. In the case of delivery to the delivery point designated by the Customer, the Customer is responsible for having authorized personnel on site to receive and acknowledge the delivery. The delivery term is DDP (Incoterms), specified delivery address.
The customer is responsible for the receipt, examination and handling of the goods, including refrigerated goods, which are delivered by Kronans Apotek's carrier or picked up at a local pharmacy. In cases where the Customer wants to receive orders without a receipt, this needs to be agreed separately with Kronans Apotek's carrier well in advance of delivery.
As the product’s shelf life is determined by the manufacturer and cannot be influenced by Kronans Apotek, we are unable to guarantee a specific expiration date upon delivery. However, in accordance with established industry practice, Kronans Apotek aims to deliver products with at least three (3) months of remaining shelf life at the time of delivery, to the extent possible.
When the Customer purchases refrigerated goods, the Customer undertakes to return the refrigerated packaging that accompanies the delivery to Kronans Apotek. If refrigerated packaging is not returned by the Customer, Kronans Apotek has the right to charge the Customer a fee of SEK 1,500 per refrigerated packaging.
The delivery cost is SEK 99 per delivery, unless otherwise agreed between the Parties. The current delivery cost appears for orders via e-commerce at check-out for each individual order.
Delivery can only be made to addresses in Sweden. When the goods have left our warehouse, delivery responsibility is transferred to the shipping companies that deliver the Customer's order within the specified time for the selected shipping method.
If the Customer needs urgent orders for goods outside normal delivery times, contact Kronans Apotek's customer service. Urgent deliveries are charged according to the price list in effect at the time.
For questions about how to shop on our e-commerce portal or about our products, please call Kronans Apotek's customer service on 010-10 29 140 ("Customer Service").
6. Package not received or collected
The customer must pick up ordered goods from the local pharmacy within seven (7) days of Kronans Apotek notifying that the goods are available for collection or within fourteen (14) days from the specified delivery date in the event that the customer has not received delivery to the specified delivery address and the goods have been returned to carrier's place of delivery or warehouse. If the Customer has not picked up the goods within the time frames specified in this point, the goods will be sent back to the central warehouse. In such a case, Kronans Apotek reserves the right to invoice the Customer a fee of SEK 300 or the entire product value if the product supplier objects to the return. If the Customer is not available and receives delivery of refrigerated goods to the specified delivery address, the Customer must always reimburse Kronans Apotek for the product value and destruction costs of the refrigerated goods.
7. Returns and Exchanges
Returns or exchanges are not accepted for products that have been delivered or once the order has been completed.
8. Complaints and wrong delivery
In cases where the Customer considers that a delivered order or individual item is incorrect, the Customer must notify Kronans Apotek's customer service within 7 days of such delivery being received. If the error or deficiency is not due to the Customer or any relationship with the Customer, Kronans Apotek must ensure redelivery or remedy the error in another way, or if Kronans Apotek deems it more appropriate to offer a price reduction. Kronans Apotek arranges, in the event that the fault is a complaint about the product, that information is provided to the affected pharmaceutical company/company or its representative in Sweden. In this process, the Customer must assist Kronans Apotek by providing information about the error and sending a picture of the faulty item to Kronans Apotek.
Deregistration: In the event that the Customer wishes to deregister their e-commerce account with Kronans Apotek, customer service must be contacted for help with deregistration. Kronans Apotek has the right to terminate the Customer's e-commerce account with immediate effect if the Customer has breached its obligations under the General Terms and Conditions, for example regarding payment responsibility and order responsibility.
9. Withdrawals
In the event of a withdrawal of medicines or other goods that require immediate action, Kronans Apotek will notify the Customer and ordering units promptly. Kronans Apotek also informs the customer of the measures such as product recall and handles the recall according to the industry's accepted procedures. The customer must assist Kronans Apotek in cases where goods need to be returned to Kronans Apotek.
10. Security
The customer is obliged to follow the safety instructions and instructions that Kronans Apotek informs the customer about. When using Kronans Apotek's e-commerce, the Customer must ensure that the personal password is kept secret and inform Kronans Apotek if there is reason to suspect that someone unauthorized has become aware of the Customer's login details.
If any posted user with the Customer stops, or for some other reason should not be authorized to continue ordering, it is the Business Manager's duty to ensure that the user is removed via account settings.
The customer is responsible for all requisitioning that takes place from the customer's posted authorized orderer. If any damage occurs due to negligence on the part of the Customer when handling the password or instructions, the Customer must reimburse Kronans Apotek.
Kronans Apotek has the right to suspend the possibility of electronic requisitioning with the Customer in case of suspicion of misuse of the customer's account or disregard of instructions, conditions or regulations for electronic requisitioning.
11. Copyright
All content on our website, such as text, graphics, logos, images, sound clips, digital downloads and other software, belongs to Kronans Apotek or our suppliers and is protected by Swedish and international copyright laws.
12. Deviations and maintenance
Kronans Apotek reserves the right to price changes and we reserve the right for possible typos, final sales, stock differences, technical problems and changes to technical specifications. If any price is missing, please contact Customer Service. The product images on the website do not guarantee that the exact appearance and nature of the item is reproduced.
Kronans Apotek has the right to shut down the e-commerce portal for planned maintenance or if there is a risk of the Customer suffering damage from the e-commerce portal. Kronans Apotek must, however, inform the Customer in a reasonable time before the execution of the shutdown.
13. Additional service
In addition to order reception, sale and delivery of goods according to these General Terms and Conditions, Kronans Apotek can offer the Customer a service for aggregated statistical data for the Customer's purchasing behavior/history. If the Customer wishes this service, the Parties must separately agree on the start time and price for this additional service.
14. Limitation of Liability
Extraordinary events such as war or threat of war, defense preparedness, riot, epidemic, strike, blockade or lockout, lack of access to water or fuel, intervention by public authorities or similar circumstances that are beyond Kronans Apotek's control exempt Kronans Apotek from fulfilling both its obligations according to these General Terms and Conditions as compensation for damage incurred.
Damage that occurs in cases other than those stated in point 15.1 shall not be compensated by Kronans Apotek if Kronans Apotek was normally careful. Kronans Apotek is not responsible in any case for indirect damage, such as for example reduced or lost turnover or loss of profit.
15. Termination of the agreement
The Party has the right to terminate the purchase agreement according to these General Terms and Conditions to immediate termination if the other Party substantially fails to fulfill its obligations and the failure has not been remedied within thirty (30) days from the first Party giving the second Party written notice notification of this. The notification must take place without undue delay from the time the Party is made aware of the situation.
Kronans Apotek has the right to terminate the purchase agreement with immediate effect in accordance with these General Terms and Conditions if the Customer is declared bankrupt, initiates an arrangement, suspends its payments or otherwise if the Customer can be considered insolvent.
16. Information about Kronans Apotek's processing of personal data
Kronans Apotek AB is a pharmacy chain that trades in pharmacy products both in physical stores and on the internet via our e-commerce platform. In order to provide our services to you, we process personal data about you.
In this information text, we describe how we process your personal data when you:
How do we process your personal data?
In connection with your order, your personal data will be processed by Kronans Apotek primarily to complete and provide the service you can expect from us. Kronans Apotek and our partners use the information to administer and fulfill your order, for marketing purposes and sending information, as well as in anonymized form for statistics and analysis data.
Why we process personal data to:
complete your purchase,
communicate with you in connection with the purchase, e.g. send order confirmation and request for evaluation about your purchase,
help you with any customer service matters,
prevent crime and maintain security through camera surveillance in stores, and
fulfill legal obligations such as storing information for accounting purposes
and fulfill our contractual relationship
If you visit our website or otherwise shop from us online, we process your personal data to develop the business through Google's respective analysis service.
From where we collect data
We collect information about you from various sources:
When you e.g. buy goods, receive offers or when you otherwise use our services, we collect information that you yourself provide to us. Examples of information we collect from you are name, contact details, social security number where applicable, information about what you buy from us.
If you call our customer service and have consented, we collect your personal data by recording the telephone call.
We collect information that you provide to us yourself, e.g. in connection with registering an account, member or completing surveys or when purchasing via e-commerce or other digital channels. We also automatically collect information about your use of our website through so-called cookies. Examples of information we collect from you are name, address, email, social security number, competition contribution, chat, purchase history.
We de-identify (anonymize) the data we collect via cookies so that the data can no longer be linked to you. You can read more about our use of cookies in our Cookie Policy,
Storage of your personal data
The personal data we collect about you is only stored as long as it is necessary in relation to the purposes of the processing stated above, for example to carry out our contractual obligations towards you or as long as statutory requirements require it.
Below are the criteria for determining the retention period:
As long as we have an ongoing relationship with you (e.g. execution of purchase, delivery of goods, in case of communication, complaint, offers or competition context)
As long as it is required according to legal obligations (e.g. tax and accounting obligations then personal data can be saved for up to eight years)
Implementation of purchase
Storage period: Until the purchase has been completed (including delivery) and for a period of 36 months thereafter in order to be able to handle any complaints and warranty matters. Data needed for accounting can be saved for seven years from the end of the accounting year to comply with the Accounting Act
For a full description of our personal data processing and your right to object to marketing mailings, right to rectification and right to deletion, please visit Kronans Apotek's general privacy policy. Feel free to contact Kronans Apotek at dataskyddsombud@kronansapotek.se if you have any questions regarding the processing of personal data or if you wish to exercise your rights.
17. Miscellaneous
Kronans Apotek has the right to engage a subcontractor for the performance of its obligations according to these General Terms and Conditions, among other things, for the performance of the transport of medicines and other products.
Kronans Apotek has the right to unilaterally change the conditions in these General Terms and Conditions.
Kronans Apotek makes credit reports on new customers, which is why Kronans Apotek reserves the right to make credit reports on the Customer. If Kronans Apotek finds that the Customer's creditworthiness is low, Kronans Apotek can give the Customer a credit limit of a certain amount. The credit limit may be increased if the Customer's creditworthiness improves.
18. Assignment
The customer does not have the right to transfer his rights or obligations according to these General Terms and Conditions to others.
19. Applicable law and dispute procedure
These General Terms and Conditions shall be interpreted and applied in accordance with Swedish law.
Disputes that arise due to these General Terms and Conditions shall be finally settled by arbitration in accordance with the Rules for Simplified Arbitration for the Stockholm Chamber of Commerce's Arbitration Institute. The seat of the arbitration shall be Stockholm. The language of the proceedings shall be Swedish.
Arbitration proceeding pursuant to clause 20.2, all information disclosed and all documentation filed or issued by or on behalf of a Party or the arbitrators during such proceeding and all decisions and awards made or rendered in connection with such proceeding shall be treated as strictly confidential and not be used for any purpose other than for the proceeding in question nor disclosed to any third party without the prior written consent of the Party to whom the information relates or, in the case of decisions and arbitrations, the Parties.
20. Deactivation Service
According to the European Commission's Delegated Regulation (EU) 2016/161 (the "Regulation") which supplements EU Directive 2001/83 on the establishment of Community rules for medicinal products for human use, as of February 9, 2019, manufacturers are obliged to provide prescription medicinal products for human use with so-called safety details and a person who supplies medicines to the public is obliged to check the safety details and deactivate the codes in the safety details in a national database before medicines are provided to the public. The aim is to prevent falsified medicines from entering the medicine supply chain.
The customer is a person who according to the Ordinance releases medicines to the public and instructs Kronans Apotek to check and deactivate medicines on his behalf in accordance with the Ordinance's provisions ("Deactivation Service"). The order and agreement regarding the Deactivation Service has been entered into when the Customer has accepted these General Terms and Conditions. Kronans Apotek provides the Deactivation Service free of charge, but reserves the right to charge for the service in the future.
In the event that the Customer chooses to independently deactivate the security details on the drug packaging, this must be notified to Kronans Apotek in good time and at the latest stated in the order to Kronans Apotek, as Kronans Apotek must then not check and deactivate the products.
21. Change of purchase conditions
Kronans Apotek reserves the right to change the information in these purchase conditions at any time, but the purchase conditions that you accepted at the time of your purchase always apply to that purchase.
Contact Details
Our contact details
Kronans Apotek AB
Organization number: 556787-2048
Address: Box 30094, 104 25 Stockholm
Telephone customer service: 0771-612 612
At www.kronansapotek.se there is the possibility to chat directly with customer service and also a questionnaire, enter "personal data" in the subject field if your questions are related to this.