Returns & Refunds

14-day right of withdrawal

As a consumer you can cancel a purchase for any reason within 14 days from the day you (or someone you choose) receive the item. For an order delivered in several parts, the 14 days run from the day you receive the last part.

How to return an item

• Tell the seller within the 14 days that you want to cancel, using the message option on your order or the form below. A clear statement is enough. You don’t need to give a reason.
• Send the item back no later than 14 days after telling the seller.
• You pay for return shipping unless the seller has agreed to cover it.
• You may examine the item as you would in a shop. If you handle it more than that and its value drops, the seller may reduce your refund accordingly.

Refunds

The seller must refund everything you paid, including standard delivery costs, within 14 days of receiving your cancellation. The refund goes to the original payment method, at no cost to you. The seller may hold the refund until they have received the item back, or until you show proof that you have sent it.

Exceptions

The right of withdrawal does not apply to:

• Items made to your specifications or clearly personalised.
• Sealed items unsealed after delivery that can’t be returned for health or hygiene reasons (for example in-ear headphones).
• Repair services that have been fully performed at your request (see below).

Faulty items (2-year right to complain)

Separately from the right of withdrawal, you have a 2-year right to complain (reklamationsret) under the Danish Sale of Goods Act if an item was faulty or not as described when delivered. Report the fault to the seller within a reasonable time after you discover it. Two months is always considered on time. The seller must repair or replace the item, or if that isn’t possible, give a price reduction or a full refund. During the first year, a fault is presumed to have existed at delivery unless the seller proves otherwise.

Repairs

• You can cancel an accepted repair bid free of charge before the shop starts work.
• Once you have asked the shop to start, you may have to pay for work already done. The right of withdrawal ends when the repair is fully completed.
• If a repair fails within the warranty period stated in the bid, the repair shop must fix it again at no cost. Your 2-year right to complain also covers parts and work.

Standard withdrawal form

Copy this into a message to the seller, or email it to them with a copy to us:

Need help? Contact us at [email protected] or see our Terms of Service.