Refund policy

Complaints
There is a standard 2-year warranty on all products, which means that you can have the item repaired, exchanged, refunded, or receive a price reduction, depending on the specific situation. This, of course, requires that the complaint is justified.

Complaints must be made within a reasonable time after you have discovered the defect in the product. If you make a complaint within two months, the complaint will always be considered timely. We refund reasonable shipping costs that you may incur in returning the product when the complaint is justified.

When you wish to make a complaint about a product, you must initiate a return process for the order under 'My Account'.

If Something Is Wrong with the Item (Warranty)
The rules of the Danish Sale of Goods Act regarding defects can apply to your purchase.

When you shop at copenhagenwine.dk, you have a 24-month warranty. This means you can have the item repaired, exchanged, refunded, or receive a price reduction, depending on the specific situation.

It is required that the complaint is justified and that the defect has not arisen due to incorrect use of the product or other damaging behavior.

How Quickly Should I Complain?
You must make the complaint within a “reasonable time” after discovering the defect in the product. If you make a complaint within two months after discovering the defect, the complaint will always be considered timely.

We Refund Reasonable Shipping Costs
If the complaint is justified, we will naturally refund your (reasonable) shipping costs.

The product should be sent to:

Copenhagen Wine ApS
Sandvadsvej 5B, Hal 4, 4600 Køge

WE NEED THE FOLLOWING INFORMATION WHEN YOU RETURN THE ITEM TO US

When you return the item, please provide a detailed description of the problem.

Remember, the item must always be returned in proper packaging, and remember to get a receipt for shipping so we can reimburse your shipping costs.

What Should I Include with the Return?
You must include a copy of the order confirmation. Note! We do not accept packages sent COD (Cash on Delivery).

Right of Withdrawal When Purchasing from the Webshop

You have a 14-day right of withdrawal when shopping on copenhagenwine.dk. The withdrawal period expires 14 days after the day you

  1. receive your item
  2. take possession of the last item when it involves an order with multiple different items delivered separately
  3. take possession of the last batch or part when it involves an agreement to deliver an item consisting of multiple batches or parts

You must notify us within 14 days of receipt if you wish to cancel your purchase. The notification must be sent via email at  kontakt@copenhagenwine.dk or by phone at 51 56 99 18, or by starting a return process for the order under 'My Account'. You may also choose to use our standard cancellation form and send it with the return. You will find it attached to your order confirmation and at the bottom of these terms.

You cannot cancel by simply refusing to receive the item without notifying us clearly.

The Right of Withdrawal Does Not Apply to

  • Delivery of food, beverages, or other items intended for regular household consumption, delivered physically to the consumer's home, residence, or workplace by a trader who frequently and regularly serves fixed routes.

  • Delivery of alcoholic beverages where the price was agreed upon at the conclusion of the purchase agreement, delivery can only take place after 30 days, and the actual value depends on market fluctuations that the trader cannot influence.

Returning
You must send your order back to us without undue delay and no later than 14 days after you have informed us that you wish to cancel your purchase. You must bear the direct costs of returning the item. When returning, you are responsible for ensuring the item is properly packaged. You bear the risk for the item from the time of delivery.

If you have sent an item for cancellation or complaint, you will always receive an email when we have received the item. The email will contain information about the next steps in the handling of your cancellation/complaint.

Condition of the Item When Returned
You are only liable for any reduction in the item's value caused by handling other than what is necessary to determine the item's nature, properties, and functionality. In other words – you can try the item as you would in a physical store. If the item has been used beyond what is described above, we consider it used, which means that upon cancellation, only part or none of the purchase amount will be refunded, depending on the item's commercial value.

To receive a full refund, you must do what is possible in a physical store. You may try the item but not take it into actual use.

Refund of the Purchase Amount
If you cancel your purchase, you will, of course, get the amount you paid back. In the case of a reduction in value that you are liable for, this will be deducted from the purchase amount. If you use your right of withdrawal, we will refund all payments received from you, including delivery costs (but not additional costs due to your own choice of a delivery method other than the cheapest standard delivery we offer), without undue delay and no later than 14 days from the date we received notification of your decision to cancel this agreement. We will make such a refund using the same payment method you used for the original transaction unless you have expressly agreed otherwise.

We may withhold the refund until we have received the item back unless you have provided documentation that you have returned it.

If you cancel your purchase, the item should be sent to:

Copenhagen Wine ApS
Sandvadsvej 5B, Hal 4
4600 Køge
Denmark

Cancellation/Return
After cancellation/return of the purchase, it will take 2-3 days before the amount is withdrawn from Copenhagen Wine’s bank account. When the amount is available on the customer's bank account depends on when the purchase was made:

Purchases made between the 1st and the 19th of a month. For example, a purchase made on the 18th of a month will be charged to the customer's bank account on the last banking day of the month. If the customer cancels the purchase, e.g., on the 22nd and copenhagenwine.dk has to make a refund, the amount will be available on the last banking day of the following month.

Purchases made between the 20th and the 30th/31st of a month. The purchase will be charged on the last banking day of the following month. If the cancellation occurs between the purchase date and the 19th of the following month, the payment will not be processed but will remain as a reservation on the card. The reservation will be released on the last banking day of the following month.