Returns & right of withdrawal
The withdrawal period expires 14 days after the day you received your item. If you have ordered several different items in the same purchase but they are to be delivered individually, the deadline runs from the day you receive the last item.
If you wish to cancel your purchase, you must notify us before the withdrawal period expires. You can send an e-mail to webshop@carlhansen.dk.
You cannot cancel the purchase by refusing to receive the item without notifying us at the same time.
Cancellation of part of the purchase
If you have purchased several items from us, you have the option of sending one or more of the items back, even if they were purchased in one order.
Returns
If you choose to cancel your purchase, you must return the item to Carl Hansen & Søn without undue delay and no later than 14 days from the date on which you have notified us that you want to exercise your right of withdrawal. The deadline is met if you return the item before the 14 days have passed.
You must bear the direct costs of returning the item, and you also bear the risk involved in returning the item. Return costs are expected to amount to a maximum of approximately EUR 135.
We will contact you to arrange pickup with a carrier of our choice. You will be contacted by telephone to arrange a specific pick-up time.
Refund of the purchase amount
If you wish to cancel your purchase, we will refund all payments received from you, including delivery costs (this does not apply to additional costs in cases where you have chosen a form of delivery other than the cheapest form of standard delivery that we offer or any kind of return delivery fee). The refund will be made without undue delay and no later than 14 days from the date on which we have received notification that you wish to withdraw from the agreement.
However, you are liable for any depreciation in the value of the item due to handling of the goods other than what was necessary to determine the nature of the goods, their characteristics and the way they work. You may therefore lose the purchase amount in whole or in part, and the amount that you can get back depends on the commercial value of the item.
The original packaging typically affects our ability to resell our products, and damaged or discarded packaging may therefore result in a depreciation in the value of the item, and thus your opportunity to get the full purchase amount back upon return. We therefore recommend that you always return the item in its original packaging.
We will refund the money using the same means of payment that you used for the purchase, unless we have expressly agreed otherwise. We do not charge any fees in connection with the refund.
We may withhold payment until we have received the item or until you have submitted documentation of having returned the item, whichever is earliest.
Please return items to:
Carl Hansen & Søn Møbelfabrik
Hylkedamsvej 77
5591 Gelsted
We only accept packages that are sent directly to the address.
Complaint
The lack of conformity rules stipulated in the Danish Sale of Goods Act may apply. In accordance with the rules stipulated in the Danish Sale of Goods Act, consumers are entitled to a 24-month warranty. For certain products, Carl Hansen & Søn provides a better warranty than is required by the Danish Sale of Goods Act. You can read more about our extended warranty policy here.
Contact us before sending the item
If your complaint is justified, it means that you can either have the item repaired, exchanged, your money back or a reduction in price, depending on the specific situation. The warranty does not cover damage or defects from normal wear and tear, etc.
If you discover a defect or lack of conformity in an item, you must contact Carl Hansen & Søn as soon as possible and within a reasonable amount time. Justified complaints lodged within a period of two months after the defect/lack of conformity was discovered will always be valid.
If you wish to complain, please contact Carl Hansen & Søn and explain what the nature of the defect or lack of conformity is. Fill in our complaint form and send it to customer service at webshop@carlhansen.dk. Please label it with the subject ‘Complaint’ and the order number. The customer must then send the defective item together with a copy of the order confirmation.
If the complaint is justified, we will refund your freight costs, within reason. The item must always be returned in proper and secure packaging. Remember to get a receipt for the freight costs so that we can refund you.
Please return items to:
Carl Hansen & Søn Møbelfabrik
Hylkedamsvej 77
5591 Gelsted