Right of withdrawal

Right of withdrawal for private customers

At DPH – Danish Porcelain House you as a customer have always 14 days right of withdrawal. We want you to feel safe and satisfied with your purchase, and we strive to ensure a good experience all the way – from order to delivery.

We place great emphasis on quality and ensure careful checks and secure packaging of all goods before they are shipped. Should you unexpectedly receive a product that is transport damaged, defective or has faults, please contact us as soon as possible – we are ready to assist.

How the right of withdrawal works

You have 14 days to withdraw from your purchase, counted from the day you receive the item. If your order consists of multiple deliveries, the withdrawal period only starts when you have received the last part. For ongoing deliveries, the period applies from the receipt of the first item.

How to notify about withdrawal

If you wish to withdraw your purchase, you must inform us within the 14 days.

You can use our digital withdrawal function. When you have submitted your request, you will receive a receipt by email with the information you have submitted, as well as the date and time of submission.

It is important that you contact us directly – we cannot register a withdrawal if you merely refuse to accept the package.

Refused receipt or uncollected packages

If you fail to collect a package at a parcel shop or refuse receipt and it is therefore returned to us, you must pay the actual costs charged by the courier for the return shipment. If you want the package resent, you must pay any new delivery costs.

What cannot be withdrawn?

There are some exceptions to the right of withdrawal:

• Custom-made items that are specially made according to your wishes.
• Goods with broken seals where, for health or safety reasons, return is not possible, cannot be withdrawn.

Always contact us before returning

Once you have notified us of withdrawal, you have 14 days to send the item back.

Return goods should be sent to:

DPH Trading
Løkkegravene 49
5270 Odense N

Please note that we cannot receive return packages sent to parcel shops.

To ensure full refund, the item must be returned in the same condition as when you received it. We recommend that you use the original packaging and include any certificates, as they often constitute a significant part of the item's value. If lampshades are returned, it is important that the protective foil is still intact.

In the rare cases where an item is transport damaged, defective or has faults upon receipt, you must contact DPH Trading as soon as possible.

For insurance reasons, we ask you to refrain from returning the goods.

We do not accept returned goods cash on delivery

If you send the item to DPH Trading cash on delivery, it is not considered returned.

Refund

Once we have received the item and assessed its condition, we will refund the purchase amount and any delivery costs no later than 14 days after. We refund the amount via the same payment method you used for the purchase unless otherwise agreed.

If the item has been handled beyond what is necessary to assess its nature and function, we may deduct an amount for depreciation.

Right of withdrawal for business customers – Return after prior agreement

The above right of withdrawal only applies to direct sales to private customers.

For sales to other businesses, goods are only accepted returned after prior agreement.

Need help?

We are here to help you. If you have questions about returning items or how to best package the item, feel free to contact us. We are happy to guide you, so the process becomes as easy and worry-free as possible.

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