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Exchanges and returns

 

Return policy

There is a 14-day period in which you have the right of withdrawal when you shop at Becksondergaard.com. This period expires 14 days after you have received your item. If you notify Becksöndergaard that you have changed your mind about your purchase within 14 days of having received your item, Becksöndergaard will refund the purchase sum to your account as quickly as possible and no later than 14 days from the date on which we were informed of your desire to exercise your right of withdrawal.

We will refund the sum once we have received the returned items, or once you have presented documentation to show that you have returned the items, whichever is soonest.

To exercise the right to change your mind, you must notify the Becksöndergaard Customer Service Department of your decision to cancel this agreement in an unambiguous statement (e.g. a letter sent by the postal service or by e-mail to customerservice@becksondergaard.com).

You should obtain a certificate of dispatch that proves you have returned the item in time. You are personally liable to pay any direct costs incurred in conjunction with the return of an item. We do not take receipt of packages sent by credit on delivery. When making a return, you are responsible for ensuring that the item has been packaged properly. You will bear any risk connected with the item from the time at which the item was delivered.

We expect you to dispatch the items as quickly as possible once you have given notification of your change of mind, and you must return them within 14 days of changing your mind. You cannot change your mind just by refusing to take receipt or neglecting to pick up an item.


Returns

If you change your mind about your purchase, the items can be returned to:

System Transport
Att. Becksöndergaard WEB
Transportcenter Alle 19
7400 Herning
Denmark

You must enclose the returns schedule and a copy of your order confirmation or some other documentary proof of your purchase. In addition to that, enclosing a completed returns form will facilitate handling of the matter.

 

Refunds

Once we receive the item, we will check it and refund you with the amount paid to us by you at the time of purchase. The amount will always be transferred using the same means of payment as you used to pay for the item. For example, if you paid by card, the purchase amount will be refunded to the debit card you used to make the purchase.

Please note that you may lose your purchase amount, in full or partially. This will be the case if the value of the item is reduced because

you have actually been using the item,
it has been damaged, while you were responsible for it,
you have handled the item in a manner other than that which was necessary to enable you to determine the item's type, properties and the manner in which it operates, you have not adhered to the restrictions applying to the right to change your mind, as relating to the seal, type of item, etc.


Complaints

As a customer, you are, of course, entitled to complain about items that have faults or defects that were present at the time the item was sold. Your right to make a claim is valid for 2 years and covers manufacturing and materials faults.

Your purchase is covered by Denmark's Sale of Goods Act, including the rules on defects. That means that you can either have a defective item repaired, exchanged, your money back or a reduction in price, depending on the specific circumstances.

Obviously, the claim needs to be substantiated, and the defect must not have arisen due to incorrect use of the product or any other such damaging behaviour.

You must make your complaint within a "reasonable period" of having detected the defect in the item. If you make a complaint within two months of having detected the defect, the claim will always be in time. You can complain by contacting us via e-mail to Customerservice@becksondergaard.com or by phone to +45 39 29 00 50.

Depending on the specific circumstances, you will receive further instructions.

The item should be sent to:

System Transport
Att. Becksöndergaard WEB
Transportcenter Alle 19
7400 Herning
Denmark

When returning an item, we request that you give as much detailed information as possible about the problem. This will facilitate our case management and will minimise handling time for the complaint.

If the complaint is justified, we will of course refund any reasonable carriage charges you incur in returning the item to us. Otherwise, you will have to cover all expenses for transport personally, including our carriage charges for the return of the item after examination. Please contact us before sending anything back.

Remember that the item must always be sent properly packaged and with proof of dispatch. You are personally responsible for the package/items until they have been received by us. For that reason, you should retain your certificate of posting including any information about carriage charges and any track-and-trace number.

Please note! We do not take receipt of packages sent COD or similar.

We may withhold the refund until we have received the returned items, or until you have presented documentation to show that you have returned the items, whichever is earlier.