We hope you will be satisfied with your order from coohe.dk. However, if you, as a consumer, are not pleased with your purchase, you have the right to cancel your order within 14 days ("cooling-off period") from the day you receive the goods. The returned items must be sent to us within 14 days of notifying us of your cancellation.
Please note that the shipping costs for returning goods when canceling always fall on you as the buyer.
If you wish to exchange for another item, the new product/order will be sent to you free of shipping charges.
Note: We do not accept returns of sale items.
Return Label: You can purchase a return label from us for DKK 49,-. This allows you to easily return items. The label includes delivery to our address, package insurance, and track and trace.
Returned items must be unopened, unused, and in their original condition for health and hygiene reasons. The right to cancel will be void if you use the product in a way that significantly reduces its resale value. The item must be returned unused and in the same condition as when you received it. We reserve the right to refuse a refund if the items cannot be resold.
We always recommend testing a new product on a small area of skin (e.g., your hand) before use to ensure no reactions occur.
Please note that you are responsible for the goods until we receive them, and you will need to cover the return costs if the item is damaged. If the item is damaged or lost during shipment, you may be held liable. In this case, it is your responsibility to provide documentation for the return. Once the item is received in good condition, your refund will be processed within 3 days to the buyer’s account.
Returned items should be sent to:
COOHÉ Denmark ApS
Landerslevvej 41B,
3630 Jægerspris,
Denmark
Email: info@coohe.dk
Complaints
Upon receiving your COOHÉ package, please inspect the shipment immediately to identify any defects, faulty products, or incorrect items.
If your package is damaged during transport or you find any defective or incorrect items, please contact our customer service immediately via email at info@coohe.dk.
You will receive a refund for the purchase price and all shipping costs within 3 days after COOHÉ receives the returned items from you. COOHÉ reserves the right to reject complaints about products that have not been used as intended or handled properly. We also do not accept complaints if more than 20% of the product has been used.
If you have questions about how defective/incorrect products or incorrect items are defined, please contact us at info@coohe.dk.
Warranty – If There Is Something Wrong with the Item
COOHÉ offers a 24-month warranty in accordance with Danish consumer law, covering defects that arise from normal use of the item. This means that you may be entitled to repair, exchange, or a price reduction, depending on the specific situation if your complaint is valid.
The warranty does not cover defects, damages, or wear and tear directly or indirectly caused by incorrect use, poor maintenance, violence, or unauthorized alterations.
Complaints about defects must be communicated to COOHÉ within a reasonable time after the defect has been discovered or should have been discovered. If you file a complaint within two months after discovering the defect, the complaint will always be considered timely. Please contact customer service with documentation of the defect, such as a photo or video. We will then provide instructions.
In case of disputes, we follow the decisions of the Danish Consumer Complaints Board.
For issues with defects, missing deliveries, or incorrect items, please contact:
Email: info@coohe.dk
Phone: 40355213
Address: Landerslevvej 41B, 3630 Jægerspris, Denmark
When returning an item, please provide a detailed description of the problem on a note or via email.
If the complaint is justified, we will refund your reasonable shipping costs for returning the item. If the complaint is not justified, you will be responsible for all transportation costs, including our shipping costs for returning the item after inspection.
Remember, the item must always be sent in proper packaging, and you must obtain proof of shipment. You are responsible for the item until we receive it, so keep your postal receipt, including shipping details and any track and trace number.
Complaints Process
If we cannot reach an agreement on what you are entitled to, you have the following options:
You can submit a complaint about a product or service to the Nævnenes Hus, Mediation Team for Consumer Complaints, Toldboden 2, 8800 Viborg, via the complaint portal for Nævnenes Hus. The mediation team will attempt to resolve the dispute, and if unsuccessful, you can bring the complaint before the Consumer Complaints Board.
The EU Commission's online complaints portal can also be used to submit a complaint. This is particularly relevant for consumers residing in another EU country. Submit your complaint here: http://ec.europa.eu/odr. When submitting a complaint, you must provide our email address: info@coohe.dk.
