Cancellations & returns
RIGHT OF CANCELLATION
Private persons have the right to cancel within 14 days without stating reasons.
The cancellation deadline shall be 14 days from the day on which you or a third party appointed by you, have or has taken possession of the last goods (14 days for goods on sale).
If you have ordered more items in one order and we are not able to deliver the goods at the same time, the right of cancellation runs from the time where you or another person of your choosing has the last goods in physical possession.
If the deadline expires on a national holiday, June 5, Saturday, Christmas Eve, or New Year's Day, the deadline is extended to the following business day.
Partial cancellation
As a rule, the right of cancellation only applies if the entire purchase is returned. However, we offer the possibility for you to return you purchase partially, i.e. if you bought a Shell Pot and a Plant Box and you wish to keep the Shell Pot but return the Plant Box. The procedure and terms are the same as when you cancel the entire order. However, in the case of partial cancellation, the freight charges will not be refunded.
How to make use of your right of cancellation
You can cancel the order by noticing us thereof. Please contact us via our contact form or through our return portal here, letting us know that you want to return.
You cannot use your right of cancellation by refusing to accept the goods at delivery, or by omitting to collect it, without at the same time letting us know that you wish to return.
If you do this, we will immediately acknowledge the reception of your cancellation via e-mail.
The deadline for cancellation is kept if you notice us of the cancellation before the time limit expires.
Return of the goods and return costs
If you have cancelled an order, you must send or deliver the goods to:
Ferm Living
C/O DSV Solutions A/S
Mossvej 27
Port 649
8700 Horsens
Denmark
without unnecessary delay and at the latest 14 days after you notice us of your cancellation. The time deadline is kept if you return the goods before the expiry of the 14 days.
The goods cannot be sent COD or without distribution.
Postage as well as any other expenses in relation to returning such as secure packaging must be paid by you, the customer. If a package is not picked up, we reserve the right to deduct the costs incurred by us from the purchase price before reimbursement. Please, be aware that some carriers charge a fine if the package is not picked up.
Upon return, you are responsible for wrapping the goods securely. You hold the risk of the goods as of delivery. You are responsible for the arrival of the package at our warehouse. We recommend using track and trace so that you may follow the shipment.
Please note: The return parcel must be shipped with ‘door to door’ delivery. Return parcels delivered to parcel shops cannot be processed and will be returned to sender.
The return costs in Denmark until 2 kg are expected to be no more than 80 DKK if the goods are sent as a package. See more at Post Nord or GLS Denmark
Some goods cannot – due to their size – be sent by regular mail and will instead have to be returned via a special carrier. This goes for the most furniture such as shelving systems, desks, tables, side tables, chairs, sofas, daybeds, etc.
The cost of return with a special carrier usually starts at 300-400 DKK. The return cost depends on the goods' weight and volume, as well as the distance. Typically, there is a fixed price per kilometre. Please note that there may be a difference in price according to the chosen carrier. You can get offers on the price for returning your goods by contacting a carrier.
Return labels are available for selected countries
We are happy to offer the option to purchase return labels directly through our return portal for customers in the following countries:
Austria – EUR 15
Germany – EUR 10
Sweden – SEK 150
Denmark – DKK 59
Belgium – EUR 12
Poland – EUR 15
Ireland – 20 EUR
Luxembourg – 12 EUR
Unfortunately, if your country is not listed above, we do not offer return labels for your location. You are still very welcome to return your items, but you will need to arrange and cover return shipping yourself.
Please note: Return labels purchased through our portal are only valid for parcel returns via GLS – not for pallet shipments or bulky items.
If you received your order as a parcel, you can use this return option.
If you received your order on a pallet, you will need to arrange and cover the return shipping yourself through a freight carrier.
Parcel size and weight limits for GLS:
Maximum weight: 30 kg
Maximum length of the longest side: 200 cm
Maximum size: length + girth (circumference) must not exceed 300 cm
How to Access the Return Portal
To initiate a return and, if applicable, purchase a return label, please visit our return portal here
1. Enter your order number and the email address used when placing your order.
2. Select the items you wish to return and indicate the reason for the return.
3. If you are eligible, you will be offered the option to purchase one or more GLS return labels.
Please note: you need one return label per parcel you send back.
4. Include your return slip in the parcel.
This slip was included with your order and placed in a small envelope.
Our warehouse needs this to identify and scan your return correctly.
5. Print the GLS return label and attach it securely to the outside of the parcel.
Then drop off the parcel at your nearest GLS parcel shop.
6. Once we have received and processed your return, you will receive a credit note and refund confirmation by email.
If you experience any issues, please don't hesitate to contact us via our contact form or by phone.
Refund
When you use the right of cancellation for the entire purchase, we refund all payments from you, including any standard freight charges (no return costs). However, if you choose a more expensive form of delivery than our standard delivery, we will not refund any additional costs associated with the more expensive form of delivery.
By partial cancellation, we don’t refund the freight charges.
We refund the amount without undue delay and in any case no later than 14 days from the date of receiving your notice. However, we reserve the right to hold the return payment until we have received the goods you returned, or you have presented documentation confirming that you have returned the items before we have received them.
We can withhold the reimbursement until we have received the refunded items or you have sent documentation proving the return of the products.
We will complete such compensation via the same means of payment as you used for the original transaction (including gift cards). In any case, you will not be charged any fees as a consequence of the reimbursement.
Trying the goods and packaging
You are only liable for any possible decrease of the items’ value caused by the handling of the goods other than what is necessary to determine the character and features of the goods, as well as the way it works. You may examine the goods in the same way as one can and may in a physical store, but you may not start using it, e.g. by removing any stickers or hang tags. If you have used the goods in a way that is not allowed in a physical store, causing that we cannot resell it or sell it at full price again, you must expect us to deduct the decrease of value from your reimbursement. If the goods no longer have market value, we will not reimburse your purchase.
Lacking original packing may constitute a decrease in value so to be certain to get a full refund it is recommended to return the goods in original packaging.
Furthermore, you should make sure that the goods are safely wrapped when returning it. You are responsible for the package/the goods until we receive them. Save the receipt of sending as well as track and trace number, if possible.
Claims
If you purchase goods that have a defect, the Danish Sale of Goods Act applies.
You can make your claim within 24 months from the time of delivery by addressing your claim to us at Kuglegårdsvej 1-5, 1434 Copenhagen K, via our contact form or +45 70 22 75 23. You must, however, always make your claim within a "reasonable time" upon discovering the defect. We recommend that you file your complaint as soon as possible and within 2 months after first noticing the defect.
Please register your claim using our claim form, and we will get back to you as soon as possible. If the claim is accepted, we will offer you a refund or a replacement. If the claim is not valid, you are welcome to make a return. Remember that the goods must always be returned in the original packaging. The return cost is covered by you.
Complaint to authority
If we cannot agree on the handling of the claim, you may file a complaint to the EU Online Dispute Resolution. If you want to make use of the EU Online Dispute Resolution, you can use this link: http://ec.europa.eu/odr
When filing a complaint, you must give this e-mail address: info@fermliving.com