Exchange & Returns
We hope that you will be satisfied with your order from coohe.dk. If you as a consumer are not satisfied, you can, according to the law, cancel your purchase within 14 days ("the cancellation period") from the day you receive the goods. Returned goods must be sent to us within 14 days of notifying us that you cancel your purchase.
Return
- You have 14 days to cancel your order from the day you receive it.
- Items must be returned in unused condition, in original packaging and with no signs of use. If the item has been used, it cannot be returned. We reserve the right to refuse a refund if the item cannot be resold.
- When returning goods that have been delivered with shipping or free shipping, the original shipping cost will be deducted from the refund.
- Return shipping is paid 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.
Exchange
- When exchanging goods, the customer pays 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.
Complaint
- If you receive a defective item or 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 goods are damaged. If the goods are damaged or lost during shipping, you may be held liable. In this case, it is your own responsibility to document the return. Once the goods have been received in good condition by us, your sum of money will be refunded to the buyer's account within 3 days.
Returned items should be sent to:
COOHÉ denmark Aps
Landerslevvej 41B,
3630 Jaegerspris
Email: info@coohe.dk
Right of complaint
When you receive your COOHE package, please immediately examine the shipment to determine 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 would like to ask you to contact our customer service immediately via email info@coohe.dk
You will receive a refund of the purchase price and all shipping costs within 3 days after COOHE receives the Returned Goods from you. COOHE reserves the right to reject complaints about products that have not been used as intended or handled properly. We also do not accept complaints if more than 20% of the product has been used.
If you have any questions about how defective/wrong products or incorrect goods are defined, please contact us at info@coohe.dk .
Complaints - if there is something wrong with the product
COOHÉ provides a 24-month warranty under the Danish Sales Act: comprehensive defects that are discovered during normal use of the product. This means that you can either have the product repaired, exchanged or have the price reduced, depending on the specific situation, if your complaint is justified.
The right of complaint does not cover errors, damage or wear and tear, directly or indirectly resulting from incorrect operation, poor maintenance, violence or unauthorized interventions.
Complaints about defects and deficiencies must be reported to COOHÉ within a reasonable time after the defect or deficiency is discovered or should have been discovered. If you make a complaint within two months after the defect is discovered, the complaint will always be timely. Please contact customer service with documentation of the defect or deficiency in the form of a picture or video. We will then return with instructions.
In case of any disputes, we will follow the decision of the Consumer Complaints Board.
In case of errors, deficiencies or any missed deliveries, please contact:
Email: info@coohe.dk Phone: 40355213 Address: Landerslevvej 41B, 3630 Jægerspris
When you return the item, please also provide as much detail as possible about the problem on paper or by email.
In the event 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 bear all transportation costs yourself, including our shipping costs for returning the item after examination.
Remember that the item must always be sent in proper packaging and that you receive a receipt for shipping. You are responsible for the item until we have received it. Therefore, keep the postal receipt including information about shipping costs and any track and trace number.
Complaints options
If we cannot agree on what you are entitled to, you have the following options for complaint:
A complaint about a product or service can be submitted to Nævnenes Hus, Mediation Team for Consumer Complaints, Toldboden 2, 8800 Viborg via the Complaints Portal for Nævnenes Hus . The mediation team will attempt to resolve the dispute through mediation, and if a solution is not found, you can bring the complaint to the Consumer Complaints Board.
The European Commission's online complaint portal can also be used to file a complaint. This is particularly relevant for consumers residing in another EU country. Complaints can be filed here - http://ec.europa.eu/odr . When submitting a complaint, you must provide our email address: info@coohe.dk
