If you have purchased an item from us that you experience as damaged within the complaint period, please contact our customer service before you send the item back to us. We always try to make the process easier for both you and us by having a prior dialogue about the complaint.
Contact our customer service at firstname.lastname@example.org with the following information: - Order number - Which product is in question - Brief description of the defect - Pictures or video of the defect
If it is assessed that the product is defective, we provide a free return label. However, always remember to get a dispatch receipt, as you are responsible for the sent item being returned to us.
Please be aware of these rules: Complaints must be made in a fair amount of time after the defect has been noticed or should have been noticed by a normal evaluation of the product. The customer can complain in writing or verbally. Two years after the reception of the order the right of complaints expires according to the Danish Sale of Goods act § 83 subsection 1, unless otherwise agreed.
Depending on the assessment you can have your product exchanged, repaired, the money returned or the price reduced. The solution depends on the individual situation and our assessment of the complaint - not your preferences. All this is also conditional on it being a justified complaint.
We process complaint cases in collaboration with our suppliers and get back to you within a "reasonable time" - usually within 1 week, but this can vary between individual complaints.
Questions about product complaints?
It is important to be aware that the right to claim does not cover normal wear and tear or other faults that you yourself have caused. According to the Sales Act, the right to complain only covers errors or causes of errors that were present when you received the item.
We process your complaint within a "reasonable time". Most often it will take less than a week - but in some cases, it can take longer if the case is more complicated. This can, for example, delay the process if we have to order a spare part home first. We will keep you continuously updated on the matter.
If the complaint is justified, we will pay for the return of the defective item. You will receive more information about this from our customer service.
If the complaint period has expired, we unfortunately cannot help you. According to Danish legislation, there is a 2-year right to complain.
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