Return and Refund Policy
Return and Refund Policy
This Return and Refund Policy applies to consumer purchases made on www.modeoutlet.dk and www.modeoutlet.net, where the seller is:
TOHUMAN Services ApS
Lyngbyvej 83A
2100 Copenhagen Ø
Denmark
CVR no. 40427422
Email: support@modeoutlet.dk
In this policy, TOHUMAN Services ApS is referred to as “Modeoutlet”, “we”, “us” or “our”.
1. Right of withdrawal – 14 days
When you shop with Modeoutlet as a consumer, you generally have a 14-day right of withdrawal.
The withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, takes physical possession of the goods.
If you ordered several different goods in one order and they are delivered separately, the period runs from the day on which you, or a third party designated by you, takes physical possession of the final item.
To exercise the right of withdrawal, you must give us an unambiguous notice before the 14-day period expires that you wish to withdraw from the purchase.
You do not need to provide a reason for withdrawing.
Once you have notified us in time that you wish to withdraw, you then have 14 days to send the goods back.
2. How to notify us that you wish to withdraw
The easiest way to start a return is to email:
Please include, where possible:
- your order number
- the items you wish to return
- the name and email address used for the order.
You may also use the standard withdrawal form at the end of this policy.
You are not required to use our form or our return label to exercise your statutory right of withdrawal. What matters is that, before the withdrawal period expires, you give us a clear notice that you wish to withdraw from the purchase.
3. Returning the goods
After notifying us that you wish to exercise the right of withdrawal, you must return the goods without undue delay and no later than 14 days after your notice of withdrawal.
The deadline is met if the goods are dispatched before the 14-day period expires.
When you contact us, we will provide return information and offer a return label for DKK 149.
The return label contains the correct return address.
If you wish to use a carrier other than the one stated on our return label, please contact support@modeoutlet.dk to confirm the current return address.
You are responsible for the goods during the return shipment until they are received by us. We therefore recommend that you keep proof of dispatch.
4. Return costs
For an ordinary withdrawal, you pay the direct cost of returning the goods.
You may choose to use our return label for DKK 149.
If you use our return label, DKK 149 is deducted from the amount refunded to you.
You are not required to use our return label. If you choose another carrier yourself, you pay the full direct cost of the return shipment.
5. Condition of the goods and possible depreciation
You may inspect and try the goods in the same way as you normally could in a physical store.
You are liable only for any reduction in value resulting from handling beyond what is necessary to establish the goods':
- nature
- characteristics
- functioning.
If the goods have been used or handled more than necessary, we may make a deduction corresponding to the actual reduction in value.
The goods should be returned securely packaged.
We recommend returning original packaging, labels, accessories and other parts supplied with the goods where relevant.
Missing original packaging does not in itself remove the right of withdrawal, but missing or damaged packaging may, depending on the circumstances, form part of the assessment of a specific reduction in value.
6. Goods exempt from the right of withdrawal
The right of withdrawal does not apply, among other things, to:
- goods made to the consumer's specifications or clearly personalised
- sealed goods which are not suitable for return for reasons of health protection or hygiene if the seal has been broken after delivery.
A product is not automatically exempt from the right of withdrawal merely because it belongs, for example, to the category of underwear or personal products. The exemption applies only where the statutory conditions for health or hygiene products are specifically met.
If a particular product is not covered by the ordinary right of withdrawal, this will be clearly stated before purchase.
7. Refunds
If you exercise the right of withdrawal for the entire purchase, we refund the amounts received from you, including the cost of our cheapest ordinary standard delivery.
If you selected a more expensive delivery method than our cheapest standard delivery, the additional cost of the more expensive delivery method is not refunded.
If you use our return label, DKK 149 is deducted for the return shipment.
The refund is made without undue delay and no later than 14 days from the day on which we receive your notice that you wish to withdraw from the purchase.
We may, however, withhold the refund until:
- we have received the goods back, or
- you have provided evidence that the goods have been returned,
whichever occurs first.
Partial returns
Modeoutlet allows you to return individual items from an order even if you keep other items from the same order.
For a partial return, the purchase price of the returned item or items is refunded.
The original delivery cost is not refunded for a partial return where you keep one or more items from the order.
8. How is the refund made?
As a general rule, the refund is made using the same payment method used for the original purchase.
You will not be charged fees as a result of the refund.
MobilePay
If you paid with MobilePay, we will generally refund the amount through the payment method linked to the original MobilePay transaction.
If, for technical reasons, it is not possible to make the refund through the original payment method, we may contact you to arrange an alternative refund method.
An alternative refund method, such as bank transfer, is used only with your express consent and at no cost to you.
9. Uncollected or refused parcels
If you fail to collect a parcel from a parcel shop or parcel locker, or otherwise fail to accept delivery, this is not in itself regarded as valid notice that you wish to exercise the right of withdrawal.
If you wish to withdraw from the purchase, you must therefore give us a clear notice, for example at:
10. Complaints – defects and non-conformity
The right of withdrawal is not the same as the right to complain about defects.
Your rights in relation to defects are governed by the Danish Sale of Goods Act.
As a consumer, you generally have a 2-year right to complain about defects from delivery of the goods.
You must complain within a reasonable time after discovering, or when you should have discovered, the defect. If you complain within 2 months after discovering the defect, the complaint is always considered timely.
For a complaint, please contact:
Please include, where possible:
- order number
- the item concerned
- a description of the defect or problem
- photos or video where helpful in documenting the issue.
For a justified complaint, Modeoutlet pays the necessary and reasonable costs of returning the goods.
Depending on the circumstances, the Danish Sale of Goods Act may provide rights including repair, replacement, a proportionate price reduction or termination of the purchase.
11. Contact details
If you have questions about returns, withdrawal, refunds or complaints, please contact us:
Modeoutlet
operated by:
TOHUMAN Services ApS
Lyngbyvej 83A
2100 Copenhagen Ø
Denmark
CVR no. 40427422
Email: support@modeoutlet.dk
Web: www.modeoutlet.dk
Web: www.modeoutlet.net
12. Standard withdrawal form
This form may be used, but it is not mandatory.
To:
TOHUMAN Services ApS
Lyngbyvej 83A
2100 Copenhagen Ø
Denmark
Email: support@modeoutlet.dk
I/we hereby give notice that I/we wish to exercise the right of withdrawal in connection with my/our purchase agreement for the following goods:
Item(s):
Order number:
Ordered on:
Received on:
Consumer's name:
Consumer's address:
Date:
Signature:
(only required if the form is submitted on paper)