Returning items and right to cancel
Sometimes, the colour or size isn't quite what you expected. Don't worry! We offer a 14-day return policy for unused products sent back in original packaging.
For Standard Shipments:
- Place the item back in its original packaging, undamaged.
- Scan the QR code on your order note to create your return label and attach it to your package.
- Deliver your return to the nearest GLS shop and you're all set!
A shipping fee of €5 will be deducted from your refund.
For Pallet Shipments:
- Email us at info@umage.com to arrange a pick-up.
- Pallet shipments will be picked up between 8 a.m. – 4 p.m. on weekdays. Pallet shipping fees will be deducted from your refund as follows:
- DKK 250 within Denmark
- EUR 39 within rest of Europe
- EUR 49 outside Europe
Sender carries the responsibility of the products until the return has been received and approved by the UMAGE warehouse.
You have the right to cancel your purchase without providing justification for a period of 14 days. If you have purchased several items in an order, you can choose to cancel your purchase of some or all of the items. Your right to cancel ends 14 days after you or a third party stated by you (however not the shipment provider) has physically received the goods.
If you have ordered several items and we cannot deliver all of the items at the same time, your right to cancel begins from the date you or a third party stated by you (however not the shipment provider) has physically received the last item. If the right to cancel period ends on a public holiday, Sunday, Saturday, Constitution Day (5 June), Christmas Eve (24 December) or New Year’s Eve (31 December), the right to cancel period will be extended to the next weekday.
How to exercise your right to cancel
To exercise your right to cancel, write an e-mail stating that you are exercising your right to cancel and send it to: info@umage.com
You cannot cancel or refuse to receive an item or refrain from collecting an item without at the same time having sent an e-mail stating you are exercising your right to cancel to info@umage.com.
Your cancellation is valid so long as you send your cancellation before the cancellation period has expired.
Refunds with cancellation of purchase
When you cancel a purchase, we will refund all of the payments received from you for the purchase, including any delivery costs. However, this does not apply to the following:
If you have purchased several items in an order and only wish to cancel part of your purchase, we will not refund the delivery costs. If you have chosen a form of delivery that is more expensive than the cheapest form of delivery that we offer, you will not have the extra expense refunded.
We will refund the amount without unnecessary delay and under all circumstances by 14 days at the latest from the day we received your cancellation of order notification. However, we may withhold refunds until we have received the return items or until you have submitted documentation proving that the items have been returned.
We will reimburse your money using the same method of payment that you used with the original transaction unless you have expressly consented to another method of reimbursement. Under no circumstances will you have to pay any form of charge as a consequence of reimbursement.
Trying out an item and packaging
You will only be liable for any deterioration in the value of the item as a result of handling beyond what is necessary to determine its nature, properties and the way it functions.
You may normally examine an item in the same way that you would in the store. But you may not use it. If you have used it in a way that you may not or in a way that you are not able to do in a store and we cannot sell it again for its full price, you may expect that we deduct the depreciation value from the amount you shall have refunded. If the item no longer has sale value, we will not refund the purchase amount.
Any item must be returned in its original packaging. You should also ensure that an item has been carefully packaged when you return it. You are personally liable for the package/items until we have received them. Therefore, save any postal receipts and any track and trace number.
Complaints – if there is something wrong with an item
As a consumer, you have a right to complain for a period of 24 months. This means that if the item has a defect and you complain promptly you have the initial right to have the item repaired or replaced. If this cannot be done or cannot be done within a reasonable period of time, you may have your money refunded or receive a reduction in the price, depending on the circumstances.
A defect is, for example, a defect in manufacture or materials or incorrect information about the item. But ordinary wear and tear or damage to the item caused by you, is not a defect. If you discover a defect, then you must submit a complaint to us “within a reasonable period of time”. We recommend that you complain as quickly as possible, especially if the damage has been caused by transport.
However, if you complain within two months of having discovered the defect, this is still a reasonable period of time. If the complaint is valid, we will refund reasonable and necessary carriage costs.
But if you believe that the item has a defect, then please supply us with as many details as possible about what the problem is.
Please take note that a returned item must always be in proper packaging and you must obtain a receipt of its shipment. Save postal receipts, including information about carriage costs and any track and trace number.
Complaints process
Should you wish to make a complaint related to an item you have purchased from us, you can submit said complaint to Center of Complaints, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. You can also submit a complaint to the Klageportalen for Nævnenes Hus.
The EU Commission’s online complaints portal can also be used to submit a complaint. This is particularly relevant if as a consumer, you are resident in another EU country. Complaints may be submitted via http://ec.europa.eu/odr. When you submit a complaint, you must also supply our email address: info@umage.com
