When is a return not possible or the refund amount lower? – Scandinavian Handles

For most orders, you can withdraw from the purchase within 14 days without giving a reason. Below we explain when a return is not possible and when the refund amount may be lower.

1. The withdrawal period has expired

You must send the statement of withdrawal within 14 days of receiving your parcel and send the product back within 14 days of that statement. After this time, a return is no longer possible. If the product is defective, you can file a complaint – you can do so for 2 years from delivery. More: How do I file a complaint?

2. The product was made to your specifications

We don't accept returns of products made to a customer's individual requirements, e.g. in a non-standard size or a finish outside our range. We state this on the product page. You can return products from our standard range, even if we only order them in after you place your order.

3. The product shows signs of use

You can unpack and examine the product just as you would in a physical shop. If the product has been installed, used, or has scratches or other damage that occurred after delivery, we may reduce the refund amount by its loss of value.

4. Missing or damaged packaging

Please send the product back in its original or equivalent packaging. If missing packaging reduces the product's value, e.g. it can no longer be sold as new, we may reduce the refund amount by that difference.

5. The product was damaged on its way to us

The sender is responsible for packing and sending the product back safely. If the product reaches us damaged, we may reduce the refund amount by its loss of value. If you sent the parcel with your own carrier, you can report transport damage to them.

If the product arrived to you damaged, that's not a return but a complaint: How do I file a complaint?