Refund policy

Welcome to Openhagen!

This return policy applies to all products purchased through our business-to-consumer websites.

Our return policy forms part of and should be read in conjunction with, our terms and conditions, our privacy policy, and our shipping policy. We reserve the right to change this return policy at any time.

Returns are only made once the product has arrived at its destination and has been received by the purchaser, no returns are made on products that are in transit for delivery or have not yet been delivered.

By purchasing through the website, you declare and agree to be bound by the conditions described below. Our refund policy does not affect your statutory rights.

1. RETURNS AND REFUNDS

Customer satisfaction with our products is important to us, which is why we do returns and refunds if the customer is not satisfied with our products. Purchases made on our website can be returned for a refund within 100 days from the date of delivery. If 100 days have passed since the delivery of the product, we are unable to offer a refund.

2. CONDITIONS OF RETURN 

  • Full name of the person who placed the order.
  • Order number.
  • Items must be in their initial state (unmarked, unaltered, and undamaged).
  • The product must be returned in its original packaging, which must be intact and in resellable condition. Returns without original packaging or with damaged packaging may be refused or subject to a deduction.
  • All returns must be accompanied by your invoice as proof of purchase.
  • Any items you have accepted and then returned are your responsibility until they reach our warehouse. Therefore, please ensure that you send the item back to us using a delivery service that will insure the value of the goods. Please package the product securely.
  • Openhagen reserves the right to refuse any returns that do not comply with our return policy. Returns that do not comply with our return policy may be sent back to the customer at their own cost.

  • Denied returns are only kept for 30 days before being considered as abandoned and will be disposed off.

  • In situations where a return is denied but you request the item be sent back, we reserve the right to provide a replacement of the same model. Please note that the replacement may differ slightly in wood color or finish due to natural variation.

  • If you choose to file a claim through PayPal or Shopify, the above terms will still apply.

Important: To request a return please send us your return request via our contact information and you will receive instructions on how to return the product.

3. DEFECTIVE OR DAMAGED PRODUCTS

We strive to ensure that all products are delivered in perfect condition. However, if you receive a product that is defective, damaged, or incorrect, you may request an exchange for the same product reference or a refund. In such cases, we will cover the shipping costs.

Damage Reporting Time Frame: Customers must report any damage, defect, or incorrect product within 24-48 hours of delivery. To expedite the process and ensure a smooth resolution, we highly recommend providing an unboxing video as part of your proof.

To submit a request, please include the following information:

  • Full name of the person who placed the order
  • Order number
  • Proof of damage or defect (photo or video; an unboxing video is highly recommended)

Please contact us through our provided contact information to initiate the exchange or refund process. Claims submitted after the 48-hour window may not be eligible for coverage.

4. PROCESSING YOUR REFUND

Once your return has been received and accepted, please allow 7 to 10 working days for it to be inspected and processed. If your return does not meet the conditions set out in this policy, the package will be returned to the buyer and the shipping costs will be borne by the buyer. If your return has been accepted, you will receive a refund or, in the case of requesting an exchange for a new product, the new product will be sent to your delivery address. If a refund is requested, it will be made via the original method of payment and issued within 3 to 4 weeks of your return being accepted.

Important: If the product is undamaged and free of defects, the buyer is responsible for the return shipping cost. This includes returns due to personal preferences—such as ordering the wrong size or color, change of mind, or if the product didn’t meet expectations or any other similar reasons.

If the product is damaged, defective, or a wrong product, the shipping costs of returning the product and sending a new product to the buyer will be at Openhagen's expense. If the buyer requests a refund, the buyer will receive a full refund.

5. UNDELIVERABLE PACKAGE

Undeliverable packages that are returned to Openhagen will not be automatically re-sent and additional shipping charges may be incurred. If you wish to make any changes to the delivery address, you are responsible for the cost of reshipping. 

6. For Handmade-to-Order Products

Order Cancellation
  • Once an order for a handmade-to-order product (e.g., the NordicStand) is placed, it cannot be cancelled. This is because we begin crafting your unique product immediately to ensure the highest quality and timely delivery.

7. Money-Back Guarantee

  • While cancellations are not possible, we are committed to your satisfaction. If you receive your handmade product and are not completely happy with it, you may return it within 100 days of receipt for a full refund.
Exceptions

  • For SleePods (earbuds), returns are accepted only if the product is unused and in its original, unopened packaging,in accordance with EU health and hygiene regulations.Once the seal has been broken or the product used,returns cannot be accepted.

  • If your SleePods arrive damaged or defective, please contact our support team within 14 days of delivery to arrange a replacement.

 

8. Warranty

All warranty claims must go through a formal inspection process. Before any replacement or repair is approved:

  • You must send the product to us at your own expense
  • We will inspect the issue and determine if it qualifies as a manufacturing defect
  • If the defect is valid and within the legal period, we will offer:
    • Free repair (if possible)
    • A replacement product
    • Or a partial refund (depending on condition and issue)

If the issue is not caused by a factory fault, the product will be returned to you without repair.

Legal Warranty Periods by Region

Denmark & EU
  • Covered for 2 years under “Reklamationsret”
  • Only applies to defects present at time of delivery
  • Customer must cover return shipping for warranty inspection
  • If the fault appears within the first 12 months, we assume it's our responsibility
  • After 12 months, the customer must prove the defect is not due to misuse
United Kingdom
  • Covered for up to 6 years under the Consumer Rights Act
  • Warranty applies only if the product was not of satisfactory quality at time of delivery
  • Returns must be sent at customer’s cost for assessment
  • Refunds or replacements offered only after inspection
United States
  • Covered by a 1-year implied warranty under U.S. law
  • Customer is responsible for return shipping
  • Warranty only applies to factory defects
Other Countries
  • We comply with local minimum warranty laws
  • If no law applies, we offer a default 12-month warranty from delivery
  • Shipping costs for warranty inspection are always paid by the customer
Not Covered by Warranty
  • Accidental damage, misuse, drops, water exposure, etc.
  • Cosmetic damage (scratches, dents, discoloration)
  • Normal wear and tear
  • Product opened, modified, or repaired by unauthorized third parties
  • Battery degradation due to normal usage
Warranty Claims

To request a warranty inspection:

  1. Email us at hello@openhagen.com
  2. Include your order number, description of the issue, and photos/videos if possible
  3. We’ll provide instructions for shipping the product back to us
  4. After inspection, we’ll inform you if your claim is approved or denied
Return Shipping
  • Customers must pay for return shipping for all warranty claims
  • If the claim is approved, we will cover shipping costs to send the repaired or replacement item back
  • If the claim is rejected, the customer can pay for return shipping or request disposal
Return Process
  1. Contact Us: Reach out to our customer service team at hello@openhagen.com with your order details to get our warehouse address.
  2. Return the Product: The product must be in its original condition and packaging.
  3. Refund: Once we receive the product and verify its condition, we will process your refund within 3-4 weeks.
Important Notes
  • Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival.
  • If a dispute/chargeback is initiated and the product is still in your possession, you are legally required to return the item. Failure to do so may constitute fraud. We reserve the right to pursue appropriate action if a chargeback is filed and the item is not returned in accordance with our policy.
  • Refunds are issued to the original payment method used during purchase.

We believe in the quality of our handcrafted products and stand by our commitment to your satisfaction.

Contact Us:

Please contact us through our Contact Page or the contact information below to request our warehouse address for returns.

Email: hello@openhagen.com