Return, Refund and Cancellation Policy

Last Updated: October 12, 2026

1. Our Return and Refund Commitments

We understand that customers may occasionally need to return a purchase, request reimbursement, replace an item, or cancel an order.

This policy outlines the conditions and procedures applicable to returns, refunds, exchanges, and order cancellations made through our online store.

Our objective is to ensure that customers receive clear information about their options, responsibilities, and applicable consumer rights.

All return and refund requests are handled in accordance with this policy and relevant consumer protection legislation. Where mandatory law provides greater protection, the applicable legal requirements will prevail.

2. Return Window and Consumer Withdrawal Rights

Consumers covered by European Union distance-selling legislation generally have the right to withdraw from an eligible online purchase within 14 calendar days, without providing a reason.

The withdrawal period generally begins when the customer, or a designated person other than the delivery carrier, takes physical possession of the purchased goods.

For purchases delivered in multiple shipments, the period generally begins when the final item is received.

Customers must communicate their decision to withdraw before the statutory deadline.

Withdrawal notifications may be sent to:

bartoldusmareanrt236@gmail.com

Please include your order reference and the relevant product information where possible.

Providing a reason for withdrawal is not required when exercising a statutory withdrawal right.

3. Preparing Items for Return

Customers may examine goods to establish their nature, characteristics, and functionality in a manner comparable to the inspection normally permitted in a physical retail store.

When preparing a return shipment, we recommend that customers:

• Package products securely to prevent transportation damage.

• Include supplied accessories, components, and instruction materials where available.

• Retain their shipping receipt and tracking reference.

• Avoid unnecessary alteration, dismantling, or use of the goods.

Returning an item in its original packaging is recommended but is not an absolute requirement for exercising a statutory withdrawal right.

Where handling goes beyond what is reasonably necessary to inspect the goods and results in diminished value, the customer may be responsible for that reduction to the extent permitted by law.

These conditions do not limit legal remedies for products that are defective, damaged, or inconsistent with the purchase agreement.

4. How to Return an Order

Step 1: Notify Customer Support

Contact our customer service team by email:

bartoldusmareanrt236@gmail.com

Please identify the order and indicate which items you intend to return.

Step 2: Obtain Return Information

Our support team will provide the relevant return instructions and the applicable receiving address.

Customers should use the return destination provided for their request rather than assuming that the registered business address is the return processing facility.

A customer's valid statutory withdrawal notification does not require prior approval.

Step 3: Dispatch the Return

After notifying us of a statutory withdrawal, customers must send the goods back without undue delay and no later than 14 calendar days after communicating their decision, unless another lawful arrangement applies.

A tracked delivery method is recommended so that proof of dispatch is available.

Step 4: Reimbursement or Resolution

The return will be handled in accordance with the applicable refund rules and legal deadlines.

Where relevant, customers will receive information about the outcome of their request through email.

5. Responsibility for Return Shipping

For eligible change-of-mind returns under the statutory withdrawal right, customers are generally responsible for the direct cost of sending goods back, provided this responsibility was properly disclosed before purchase and unless applicable law provides otherwise.

Return shipping charges depend on the carrier, package dimensions, weight, and destination.

Where a product is defective, an incorrect item has been supplied, or the seller is otherwise legally responsible for the return, the necessary return shipping expenses will be covered as required by applicable law.

If prepaid shipping or another arrangement is offered, the applicable details will be communicated to the customer.

No additional restocking fee is charged for exercising the statutory right of withdrawal.

Customers will not be required to bear return transportation costs that legally belong to the seller.

6. Refund Eligibility and Reimbursement Deadlines

Where a customer validly exercises the statutory right of withdrawal, the refund will include eligible payments received for the goods and the cost of the least expensive standard delivery option originally offered, where required by law.

Additional charges for an optional express or premium delivery service generally need not be reimbursed beyond the legally required standard delivery amount.

Refunds will be issued without undue delay and no later than 14 calendar days after we receive the customer's valid withdrawal notification.

Where permitted by law, reimbursement may be withheld until the returned goods are received or the customer supplies evidence of having dispatched them, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless another lawful method is expressly agreed upon.

Customers will not be charged additional fees for receiving statutory reimbursements.

The time required for funds to appear in an account after a refund has been issued may vary depending on the payment provider or financial institution.

7. Damaged, Faulty, Missing or Incorrect Products

If an order arrives damaged, contains an incorrect product, is incomplete, or does not meet the agreed product specifications, customers should contact support as soon as reasonably possible.

Support Email: bartoldusmareanrt236@gmail.com

To assist with the review, customers are encouraged to provide their order number, a description of the problem, and photographs where reasonably available.

The available remedies depend on the circumstances and applicable consumer protection legislation.

These may include repair, replacement, an appropriate price reduction, or reimbursement.

Photographic evidence may help assess a problem but is not an automatic condition for exercising mandatory legal rights.

Where the seller is legally responsible for a defective or non-conforming product, the applicable remedy will be provided without charges prohibited by law.

Statutory product conformity guarantees remain effective independently of this return policy.

8. Product Exchanges

Customers wishing to exchange a purchased item for another size, variation, or product should contact customer support with the relevant order details.

Voluntary exchanges depend on product availability and the applicable arrangements communicated for the request.

If the preferred replacement is unavailable, another lawful solution may be discussed.

Any additional shipping charges or price differences relating to a voluntary exchange will be explained before the customer agrees to proceed.

Requests for replacement of defective or non-conforming goods are governed by applicable statutory consumer protections and are not dependent on the availability of voluntary exchange services.

9. Order Cancellation

Customers who wish to cancel an order should contact us promptly:

bartoldusmareanrt236@gmail.com

Please provide the order number and identify the items concerned.

If an order has not been dispatched, reasonable efforts will be made to stop fulfillment and arrange any refund due.

Once a parcel has entered transportation, cancellation of the shipment may no longer be operationally possible.

However, eligible customers may still exercise their statutory withdrawal rights in accordance with the applicable legal requirements.

The shipment status does not automatically eliminate mandatory consumer rights.

10. Cash on Delivery Purchases

Cash on Delivery is available only if this payment option is specifically offered during checkout.

Customers selecting an available Cash on Delivery service must provide accurate delivery and recipient information.

Payment must be made according to the amount and conditions presented during the purchasing process.

Where a Cash on Delivery transaction qualifies for a refund, an appropriate reimbursement method will be communicated to the customer.

Such reimbursements will be handled within the deadlines required by applicable law.

This section does not imply that Cash on Delivery is available for every order or delivery destination.

11. Exceptions to Statutory Withdrawal Rights

Applicable consumer legislation may exclude certain products or transactions from the standard right of withdrawal.

Depending on the circumstances, legally recognized exceptions may include:

• Goods produced according to individual customer specifications or clearly personalized.

• Products that are liable to deteriorate or expire rapidly.

• Certain sealed goods that cannot be returned for health protection or hygiene reasons once unsealed.

• Sealed audio recordings, video recordings, or computer software that have been unsealed after delivery.

• Products that become inseparably mixed with other goods following delivery.

• Newspapers, periodicals, or magazines, subject to relevant statutory exceptions.

• Other categories expressly excluded under applicable law.

An exception applies only when its legal conditions are satisfied.

Opening ordinary product packaging does not automatically remove statutory withdrawal rights.

Consumers retain applicable remedies for defective or non-conforming products even where a change-of-mind withdrawal exception applies.

12. Return Documentation and Customer Assistance

Customers are encouraged to retain their order confirmation, shipping records, and communications relating to a return or refund.

Please ensure that returned goods are adequately protected during transportation and sent to the appropriate receiving location.

Our customer support team can provide instructions relevant to the return procedure.

Any costs charged to customers must be consistent with the information disclosed before purchase and applicable consumer protection law.

No customer is required to surrender mandatory legal rights in order to request after-sales assistance.

13. Applicable Consumer Protection Laws

This policy is intended to operate alongside applicable national and European consumer protection legislation.

Where a provision conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.

Customers retain all rights relating to statutory withdrawal, product conformity, delivery obligations, and legally required reimbursement.

Nothing in this policy limits remedies that cannot legally be excluded or restricted.

14. Business and Customer Support Information

For inquiries concerning purchases, order cancellations, exchanges, returns, refunds, or product issues, customers may contact:

Legal Business Name: Erma Industri Lædervarer v/Erling Mathiasen

Business Registration Number (CVR): 13705739

Business Structure: Sole Proprietorship

Registered Address: Nørremarksvej 67, 9440 Aabybro, Denmark

Customer Support Email: bartoldusmareanrt236@gmail.com

The registered business address is provided for business identification purposes and is not necessarily the designated return receiving location.

Customers should refer to the return instructions supplied for the relevant order.

We aim to review customer inquiries promptly and provide appropriate assistance in accordance with applicable consumer protection requirements.