Refusionspolitik
Return & Refund Policy
We offer a 30-day return period from the date you receive your item. This is in addition to your statutory 14-day right of withdrawal, which begins the day after you receive your item.
1. 14-Day Right of Withdrawal
In accordance with EU and Danish law, you have a statutory right to cancel your order within 14 days without providing a reason. This period begins the day after you receive your item. To exercise this right, you must notify us of your decision to withdraw.
Our Extended 30-Day Return Period
Once you have notified us of your withdrawal, or to take advantage of our extended offer, you have up to 30 days from the date you received your item to return it to us. This is an extension of the legal 14-day return period and gives you more time to send the product back.
For the 14-day right of withdrawal, you may inspect the item as you would in a physical store. If the item has been used beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct a sum for the diminished value from your refund. Examples include lit candles, damaged wicks, or missing packaging.
Refunds: We will issue a refund within 14 days of receiving your withdrawal notification. However, we may withhold the refund until we have received the goods back or you have provided documentation of having sent them, whichever is earlier. We will refund the full purchase price, including the cost of the cheapest standard shipping method. If you chose a more expensive delivery option than the standard delivery we offer, we will only refund the cost of the standard option.
2. Conditions for Return
To be eligible for a return under our 30-day policy, your item must be returned to us within this 30-day period. The item must be in the same condition that you received it, unused and undamaged, with all tags and in its original packaging.
3. Starting a Return
To start a return, simply send an email to info@copensense.com with your order number and a brief description of the item(s) you wish to return. We will send you instructions and, if applicable, a return shipping label. Items sent back without first requesting a return will not be accepted.
You may also choose to return the goods at your own expense using another shipping method, but you remain responsible for the goods until they are received by us.
4. Return Costs
The customer is responsible for the cost of return shipping. However, if the product is defective or we have made an error, we will cover the return shipping costs. In such cases, please contact us first to receive a prepaid shipping label.
5. Exceptions and Non-Returnable Items
Certain items are excluded from the right of withdrawal, including:
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Custom-made or personalized candles.
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Candles that have been lit or used, as they are considered consumed products.
6. 2-Year Legal Warranty (Reklamationsret)
In accordance with Danish law, you have a 2-year legal warranty (reklamationsret) for manufacturing defects or faults that were present at the time of delivery.
In case of a valid complaint, you are entitled to have the item repaired or replaced. If this is not possible, you may be entitled to a refund or a proportionate price reduction.
The warranty does not cover defects caused by misuse, improper storage, normal wear and tear, or failure to follow the safety instructions provided with the product.
