Returning items and right to cancel
Need to return something? No problem. From the date that you receive your order, you have 14 days to make a return.
Follow these easy steps to complete the return process:
1 - Simply complete the returns form and package the items securely.
2 - You can return your parcel using any postal service. Please note that you’ll need to pay for the postage yourself.
Our returns address is:
Store Kongensgade 108
3 - Remember to ask for proof of purchase from the postal service, to keep a record that the parcel was sent to us.
4 - Your part is done! We will contact you once your refund has been made.
Please make sure that all items are sent back to us in their original condition.
If you have made multiple orders and want to return items from them in one parcel; that is completely fine. Pack the items up into one box, but make sure to include the completed returns forms from the different orders. If you have lost your returns form or the returns label, please contact us at firstname.lastname@example.org and we will send you a new one.
To exchange an item, you can send your item back to us. Please specify your wishes for exchange in the return form.
You have the right to cancel your purchase without providing justification for a period of 30 days. If you have purchased several items in an order, you can choose to cancel your purchase of some or all of the items. Your right to cancel ends 30 days after you or a third party stated by you (however not the deliverer) has physically received the goods.
If you have ordered several items and we cannot deliver all of the items at the same time, your right to cancel begins from the date you or a third party stated by you (however not the deliverer) has physically received the last item. If the right to cancel period ends on a public holiday, Saturday, Sunday, Constitution Day (5 June), Christmas Eve (24 December) or New Year’s Eve (31 December), the right to cancel period will be extended to the next weekday.
How to exercise your right to cancel
To exercise your right to cancel, write an e-mail stating that you are exercising your right to cancel and send it to: email@example.com
You cannot cancel or refuse to receive an item or refrain from collecting an item without at the same time having sent an e-mail stating you are exercising your right to cancel.
Your cancellation is valid so long as you send your cancellation before the cancellation period has expired.
Returning items and associated costs
If you have decided to cancel your purchase, you must return the item to us without undue delay and by 14 days at the latest after you have informed us that you wish to cancel your purchase. The deadline will have been complied with if you return the item before the 14 days have expired.
Return items must be sent to:
Store Kongensgade 108
Your return package must also contain a copy of the order confirmation, invoice or other documentation showing your purchase.
Items cannot be returned as a collect on delivery and not to a collection point address and you must pay for the cost of returning them. You should also ensure that an item has been carefully packaged when you return it. You are personally liable for the package/items until we have received them. Therefore, save any postal receipts and any track and trace number.
Refunds with cancellation of purchase
When you cancel a purchase, we will refund all of the payments received from you for the purchase, including any delivery costs. However, this does not apply to the following:
If you have purchased several items in an order and only wish to cancel part of your purchase, we will not refund the delivery costs. If you have chosen a form of delivery that is more expensive than the cheapest form of delivery that we offer, you will not have the extra expense refunded.
We will refund the amount without unnecessary delay and under all circumstances by 14 days at the latest from the day we received your cancellation of order notification. However, we may withhold refunds until we have received the return items or until you have submitted documentation proving that the items have been returned.
We will reimburse your money using the same method of payment that you used with the original transaction unless you have expressly consented to another method of reimbursement. Under no circumstances will you have to pay any form of charge as a consequence of reimbursement.
Trying out an item and packaging
You will only be liable for any deterioration in the value of the item as a result of handling beyond what is necessary to determine its nature, properties and the way it functions.
You may normally examine an item in the same way that you would in the store. But you may not use it. If you have used it in a way that you may not or in a way that you are not able to do in a store and we cannot sell it again for its full price, you may expect that we deduct the depreciation value from the amount you shall have refunded. If the item no longer has sale value, we will not refund the purchase amount.
Any item must be returned in its original packaging. You should also ensure that an item has been carefully packaged when you return it. You are personally liable for the package/items until we have received them. Therefore, save any postal receipts and any track and trace number.
Complaints – if there is something wrong with an item
As a consumer, you have a right to complain for a period of 24 months. This means that if the item has a defect and you complain promptly you have the initial right to have the item repaired or replaced. If this cannot be done or cannot be done within a reasonable period of time, you may have your money refunded or receive a reduction in the price, depending on the circumstances.
A defect is, for example, a defect in manufacture or materials or incorrect information about the item. But ordinary wear and tear or damage to the item caused by you, is not a defect. If you discover a defect, then you must submit a complaint to us “within a reasonable period of time”. We recommend that you complain as quickly as possible, especially if the damage has been caused by transport.
However, if you complain within two months of having discovered the defect, this is still a reasonable period of time. If the complaint is valid, we will refund reasonable and necessary carriage costs.
But if you believe that the item has a defect, then please supply us with as many details as possible about what the problem is.
Please take note that a returned item must always be in proper packaging and you must obtain a receipt of its shipment. Save postal receipts, including information about carriage costs and any track and trace number.
If you receive a damaged item, please contact us immediately by writing to us at firstname.lastname@example.org. If an item you’ve bought has a manufacture defect within two years of purchase, please contact us at email@example.com and we will do whatever we can to help.