Warranty & complaints

What should you do if you have purchased one of our products and you have a complaint?

It is important to emphasize that everything below applies to the end user of our products. If you are a business customer, please refer to our terms and conditions.

Let’s get straight to the point. As the end user, you must always contact the store where you bought the product if you have a complaint. Below, we will go through the rules that apply according to the Danish Sale of Goods Act.

Complaints regarding down duvets

All our duvets come with a 2-year statutory right to complain pursuant to the Danish Sale of Goods Act.

In addition, we provide a 10-year warranty* on duvets with down filling with a fill power above 650 CUIN (or 10 according to the old scale).

The right to complain covers defects in the material and in the workmanship (manufacturing). It does not cover products that have been mistreated. A down product that has “lost its loft”, become flat and has large yellow stains has not been aired regularly. This is a sign of lack of maintenance and excessive moisture. Such a complain will always be rejected. We are not obliged to cover change-of-mind returns.

* Only applies to duvets sold in Denmark.

Complaints on other products

These products are covered by a 2-year warranty, cf. the Danish Sale of Goods Act. The right to complain covers defects and deficiencies in the material and workmanship. We are not obligated to cover if you regret a purchase.

Extract from www.forbrug.dk

Complains within the first 2 years.

A right to complain is the right to complain about defects in the product. For consumer purchases, there is always a 2-year warranty. The buyer and seller cannot agree on a shorter complaint period. The right to complain runs from the delivery of the goods – that is, from when the consumer picks them up from the store or when they are delivered to their home.

This does not mean that it will always be a defect if a product does not last the first 2 years. There are items that are not meant to last 2 years. For example, it won’t be a defect in a banana if it doesn’t stay fresh for several months. It will also not be a defect if the product is used up before the expiration of the two years. For example, it could be a pair of socks that are worn regularly or a pair of shoes that are worn every single day. It can also be batteries or light bulbs that have a limited lifespan.

However, these goods may be defective if, as a result of a manufacturing defect or similar, they cannot withstand normal use during their expected lifetime.

Definition of warranty and the right to complain

A warranty is a voluntary commitment that the business can choose to undertake, giving the buyer additional rights beyond those which a buyer is always entitled to under legislation – for example the Danish Sale of Goods Act. A warranty can never limit a buyer’s statutory rights and must not be confused with a statutory right to complain.

A right to complain about defects, which for ordinary purchases of goods under the Danish Sale of Goods Act is 2 years, gives the consumer the right, among other things, to have defects in the product remedied or have the product replaced if the defect is complained about within the deadline. A defect is a fault that has been present at the time of delivery – typically manufacturing and/or material defects.