Goods Returns Policy
14-day right of cancellation
When you make a purchase at ECHTE.dk, you have a right to cancel your order within 14 days, during which time you can notify us that you wish to cancel your purchase and return the goods to us. Your right to cancel applies from the day you receive the goods. If the 14-day period expires on a Danish public holiday, a Saturday, Danish Constitution Day, Christmas Eve or New Year’s Eve, the deadline will be extended to the next working day.
Once you have received the goods, they must be handled solely so that you can establish the type of goods, their condition and how they function. In other words, if you wish to avail yourself of your right to cancel, the goods must be returned in the same condition as when you received them.
To avail yourself of your right to cancel, you must clearly notify us within 14 days of receiving the goods that you intend to return them. If you regret your purchase, you can use a return note. There is one enclosed in every parcel you receive from us. If you use the return note, you do not otherwise need to notify us of your decision to cancel.
We expect you to dispatch the goods as soon as possible after notifying us that you wish to return them. To avail yourself of your right to cancel, you must return the goods no later than 14 days from the day you notified us of this.
Free 14-day returns
ECHTE.dk offers free 14-day returns if you use the enclosed DAO or GLS return label.
If you would like to exchange your item for a different colour or size, please return the unwanted item and place a new order.
When you return goods, you should ensure that the goods are responsibly packed. You are liable for the parcel and goods until we receive them. Save the carrier’s receipt and Track & Trace number (if any).
The absence of the original packaging may devalue the product. To ensure that you receive a full refund, we recommend that you return the goods in the original packaging and with all its labels.
If you regret your purchase, you must pay the cost of returning the goods. If you return the goods using the enclosed DAO or GLS return label, return freight is, however, free of charge.
If you choose not to use the pre-paid return label (and therefore also to pay the full cost of sending the parcel), please send it to:
COZE AARHUS A/S
NB: We do not accept delivery of parcels in person to the above address. We do not accept parcels sent COD (Cash on Delivery) or on similar terms.
When returning goods, please enclose documentation for your purchase and the return note
You must enclose a copy of the order confirmation note or substantiate your purchase by other means, e.g.giving the order number.
To minimise the time taken to process returns, please fill out and enclose a return note. A return note is enclosed in the parcel when you receive your order.
The goods return process usually takes 14 days . When we have completed this process, we will issue a refund using the payment method used to pay for the order. This can take up to five working days.
We reserve the right to withhold the refund until we receive the goods.
The refund amount will be transferred to the same payment method as was used to pay for the order. If, for example, you paid for your purchase with a card, the full or part of the purchase price will be refunded to the same card.
NB: All or part of your refund will be forfeited if the goods returned are devalued for any of the following reasons:
• you have actually used/worn the goods
• the goods were damaged while you were liable for them
• you have handled the goods other than is necessary to establish the type of goods and their function
• you have not observed restrictions associated with the right to cancel with regard to sealing, type of goods, etc.
Free returns – DAO or GLS
If you wish to return goods, please take the following steps:
Step 1: Fill in the return note and pack the goods responsibly. Cover or remove the original label and bar codes.
Step 2: Send the completed return note with the goods you wish to return.
Step 3: Affix the enclosed return label to the outside of the parcel.
Step 4: Send the parcel from either a DAO or a GLS parcel shop (depending on which of these you chose when you placed your order.)
To find the nearest DAO parcel shop, click: http://www.dao.as/
To find the nearest GLS parcel shop, click: https://gls-group.eu/
Step 5: When you have dispatched your return parcel, you can track it via the GLS website: https://gls-group.eu/ or via the DAO website: http://www.dao.as/
NB: You can track your parcel until it arrives at our warehouse. If you do not use the enclosed pre-paid return label, you are liable for the goods until they arrive at our warehouse. To ensure that the parcel is insured, don’t forget to ask for a receipt when you send it. Returns are free of charge when you use our return label – from either DAO or GLS. The return label enclosed in your parcel is for the carrier you chose to deliver your purchase.
Claims - defective goods
Your purchase is covered by the provisions of the Danish Sale of Goods Act, including those pertaining to defective goods. This means that defective goods may be repaired or replaced, and/or you may receive a refund or a reduction in the price, depending on the specific case. According to the law, you have a right to claim within 24 months of purchase.
Your claim must of course be justified and the defect must have been caused neither by incorrect use of the product, ordinary wear-and-tear nor other damaging behaviour.
You must contact us within a “reasonable period of time”
You must lodge a complaint within a “reasonable period of time” of discovering the defect. We recommend that you lodge your complaint as soon as possible and within two months of discovering the defect.
To make a complaint, send us an email to: firstname.lastname@example.org or call +45 35 30 10 91.
To help us to assess your complaint, please ensure that:
1. You send us a brief description of the effect(s) of the damage or defect. NB: Please contact our Customer Services Department as soon as you discover the defect.
2. To document the defect, please send 3-5 photos with the description.
The defect should be clearly seen in the photos. You should also make sure that the photos show the entire product (front and back).
3. Send the photos and brief description to us by email to: email@example.com
4. Notify us of the order number the goods were ordered under – or enclose a copy of the order confirmation note/receipt.
5. Once we have received your photos, we will process your complaint as soon as possible.
If you need to return goods as part of a complaint, ECHTE.dk will send you a pre-paid return label which must be used. If you choose not to use the pre-paid return label (and therefore also to pay the full cost of sending the parcel), please send it to:
COZE AARHUS A/S
NB: We do not accept parcels delivered in person to the above address.
We do not accept parcels sent COD (Cash on Delivery) or on similar terms.