Exchanges & Returns

We hope that you will be satisfied with your order from coohe.dk. If you, as a consumer, are not satisfied, you have the right by law to cancel your purchase within 14 days ("cooling-off period") from the day you receive the goods. The goods must be returned to us within 14 days after you have notified us that you wish to cancel your purchase.

Returns

You have a 14-day right of withdrawal from the day you receive your order.
Goods must be returned in unused condition, in original packaging, and without signs of use. If the product has been used, it cannot be returned. We reserve the right to refuse a refund if the goods cannot be resold.
When returning goods that were delivered with shipping fees or free shipping, the original shipping cost will be deducted from the refund.
Return shipping is paid for by the customer. A return label can be purchased through us for a price between 49–60 DKK, depending on the weight of the package.
We do not accept returns on sale items.

Exchanges

When exchanging goods, the customer covers both the return shipping and the new shipping cost.
This means that shipping must be paid twice: once for the return and once for sending the new item.

Complaints

If you receive a defective item, or if there is an error on our part, we will of course cover all shipping costs in connection with the return or exchange.

Please note that you are responsible for the goods until we receive them and must therefore cover the return costs if the item is damaged. If the item is destroyed or lost during shipment, you may be held responsible. In this case, it is your own responsibility to document the return. Once the item has been received by us in good condition, your refund will be processed to the buyer's account within 3 days.

Returned goods should be sent to:

COOHÉ denmark Aps

Landerslevvej 41B,

3630 Jægerspris

E-mail: info@coohe.dk

Right of Complaint

When you receive your COOHE package, please check the shipment immediately to identify any errors/defective products or incorrect items.

If your package has been damaged during transport, or you experience any errors/defective products or incorrect items, we ask you to contact our customer service immediately via email at info@coohe.dk

You will receive a refund of the purchase price and all shipping costs within 3 days after COOHE receives Returned goods from you. COOHE reserves the right to reject complaints about products that have not been used as intended or handled correctly. We also do not accept complaints if more than 20% of the product has been used.

If you have questions about how defective/incorrect products or incorrect items are defined, please contact us at info@coohe.dk.

Complaints - if something is wrong with the item

COOHÉ provides a 24-month right of complaint in accordance with the Sale of Goods Act: covering defects discovered during normal use of the item. This means that you can either get the item repaired, exchanged, or receive a price reduction, depending on the specific situation, if your complaint is justified.

The right of complaint does not cover defects, damage, or wear and tear caused directly or indirectly by incorrect operation, poor maintenance, violence, or unauthorized intervention.

Complaints regarding errors and defects must be notified to COOHÉ within a reasonable time after the error or defect is discovered or should have been discovered. If you file a complaint within two months after the error was discovered, the complaint will always be timely. Please contact customer service with documentation of the error or defect in the form of an image or video. We will then get back to you with instructions.

In the event of any disputes, we follow the decision of the Consumer Complaints Board (Forbrugerklagenævnet).

For errors, defects, or potential non-deliveries, please contact:

Email: info@coohe.dk Phone: 40355213 Address: Landerslevvej 41B, 3630 Jægerspris

When you return the item, please provide as detailed information as possible about the problem on a piece of paper or in an email.

In case of a justified complaint, we will refund reasonable shipping costs

If the complaint is justified, we will of course refund your reasonable shipping costs to send the item back to us. If the complaint is not justified, you must pay all transport costs yourself, including our shipping costs for returning the item after inspection.

Remember that the item must always be sent in secure packaging and you should get a receipt for shipment. You are responsible for the item yourself until we have received it. Therefore, keep the postal receipt including information about shipping costs and any track and trace number.

Complaint options

If we cannot agree on what you are entitled to, you have the following complaint options:

A complaint about a product or service can be submitted to Nævnenes Hus, Mæglingsteamet for Forbrugerklager, Toldboden 2, 8800 Viborg via Klageportalen for Nævnenes Hus. The mediation team will attempt to resolve the dispute through mediation, and if a solution cannot be found, you can bring the complaint to the Consumer Complaints Board (Forbrugerklagenævnet).

The EU Commission's online complaint portal can also be used when submitting a complaint. This is particularly relevant for consumers residing in another EU country. Complaints can be submitted here - http://ec.europa.eu/odr. When submitting a complaint, you must provide our email address: info@coohe.dk

Exchanges & Returns