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 30 days from the date of delivery. If 30 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).
  • 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.

 

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 3 to 5 working days for your return to be 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 will be issued within 5 working days of your return being accepted.

Important: If the buyer requests the return and refund of the product without any reason, the buyer must pay the return shipping cost of the product.

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.
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 30 days of receipt for a full refund.
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 7 days.
Important Notes
  • Customers are responsible for return shipping costs unless the item is defective or damaged upon arrival.
  • 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