Return & Refund Policy

Last updated: November 9, 2026

1. Returns and Right of Withdrawal

We want our customers to be satisfied with their purchases.

Customers located in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason, unless a legal exemption applies.

To exercise this right, customers must notify us within the 14-day withdrawal period.

After notifying us, customers have an additional 14 days to return the products.

Products should be returned in their original condition where reasonably possible. Customers may inspect and try products as they would in a physical store.

If a product has been handled beyond what is necessary to inspect it, we may deduct any applicable loss in value from the refund, as permitted by law.

2. Return Shipping Costs

For returns due to a change of mind or other ordinary withdrawal requests, customers are responsible for the direct cost of return shipping, provided they have been informed of this before purchasing.

If a product is defective, damaged, incorrect or otherwise covered by applicable consumer protection laws, we will cover the necessary return costs.

Please contact us before returning any product so we can provide the correct return instructions and return address.

3. Order Cancellations

Customers may request cancellation or changes to their order before it has been shipped.

Once an order has been shipped, cancellation may no longer be possible. However, customers may still exercise their statutory right of withdrawal where applicable.

4. Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If you receive a damaged, defective or incorrect product, contact us at zetnerdk@gmail.com.

Please include your order number and photos of the issue where appropriate.

We will investigate the issue and work towards an appropriate solution, which may include a replacement, repair, refund or another remedy in accordance with applicable consumer protection laws.

Customers will not be charged necessary return shipping costs for valid claims involving defective or incorrect products.

5. Exceptions to Returns

Certain products may be exempt from the statutory right of withdrawal where permitted by law.

Examples include:

• Personalised or custom-made products.

• Certain sealed hygiene products that cannot be returned once unsealed, where the legal requirements are met.

• Other products covered by statutory exemptions.

Any applicable exceptions will be communicated before purchase.

6. Refunds

Once we receive the returned product, or receive sufficient evidence that it has been sent back, we will process the refund in accordance with applicable law.

Approved refunds will normally be issued to the original payment method.

Refunds for eligible withdrawals include the original standard delivery costs. Additional costs for express or premium delivery are not refundable beyond the standard delivery cost.

Your bank or payment provider may require additional processing time before the refund appears in your account.

7. Exchanges

If you wish to exchange a product, please contact us at zetnerdk@gmail.com.

Exchanges are subject to product availability and applicable consumer protection laws.

8. Statutory Consumer Rights

Nothing in this policy limits or excludes your statutory consumer rights.

Customers retain all applicable rights regarding defective products, incorrect deliveries, delayed or missing orders, and statutory rights of withdrawal.

For customers in Denmark and the European Union, applicable consumer protection laws continue to apply, including the statutory 2-year right to complain about defective goods under Danish law.

9. Contact Information

For all questions regarding returns, refunds, cancellations or exchanges, please contact:

Email: zetnerdk@gmail.com

You can start a return or cancellation request through your customer account.