Return of item(s)
From receipt of your item(s) you have 14 days to make use of the right of withdrawal. You do this by first sending us an email at email@example.com, where you attach a completed return slip. Write "Return" and your order number in the subject field. You must also print the return slip and enclose the returned item(s). The return is sent to our address as stated on the return slip. Shipping costs are borne by you. It is also possible to deliver the return to our address. If this is desired, please write it in the email to us so that we can agree a time for delivery. Please note that we do not receive packages sent by cash on delivery.
Stences ApS expects you to send the return as soon as possible after you have given notice of cancellation - no later than 14 days after.
You may lose all or part of your purchase amount. This happens if the value of the goods has deteriorated, either because:
- The product has been put into use
- The product is damaged while you were responsible for it
- You have handled the item in an inappropriate manner
Read our guide to returns here
There is a 2-year right to complain in accordance with the Purchase Act. Our right of complaint applies to defects in material and/or manufacturing. This means that you can either get a defective item repaired, exchanged, or the money fully or partially refunded, depending on the specific situation. It is of course a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damage-causing behaviour. In the event of errors, omissions or missed deliveries, please contact us at firstname.lastname@example.org - write "Complaint" and your order number in the subject field.
You must advertise within a "reasonable time" after you have discovered the lack of the item. We recommend that you complain as soon as possible, and always within 14 days after the error was discovered. Depending on the specific situation, you will receive further instructions.
When you return the item in connection with a complaint, please also state in as much detail as possible what the problem is. If the complaint is justified, we will of course reimburse your reasonable shipping costs for sending the item back to us. In most cases, we will send you a prepaid return label for returning the claim. If, on the other hand, the complaint is not justified, you yourself bear all transport costs, including our freight costs for returning the item after examination, and we can charge you an amount of up to DKK 200 for examination of the item.
Remember that the item must always be sent in proper packaging and receive a receipt for dispatch. You yourself are responsible for the package/goods until we receive them. Therefore, save the postal receipt incl. information on shipping costs and any tracking number.
We remind you again that we do not receive packages sent by cash on delivery or similar.
In the case of agreed decorations, returned goods or prepaid goods that are canceled before dispatch, a full or partial refund of the purchase price must be made. Refunds are normally made to the payment card used at the time of purchase. In some cases, it may be necessary for us to ask for your account information for the reversal of any return amount. In such cases, we will contact you about this. This information is not sensitive and can be disclosed without further ado. e-mail or other traditional form of correspondence.