Returns and exchanges

You have a 14-day return period from the day you receive your order. You must pay for the return shipping yourself.

Returned items must be in new and unused condition and in their original packaging, if applicable.

Once your return order has been received and processed, the amount will be refunded to the original payment method used for the purchase.

How to return:

  1. Log in to your customer account and request a return. Enter your email address in the "Email" field, then click "Continue." Open the email sent from our store in your email account; there you will receive a six-digit confirmation code, which you need to use in the webshop to log in and view your order. Once logged in, click "Request return" for the order you wish to return. If your order has more than one item, select the items you wish to return. Choose a return reason and add a note to the store. Click "Request return." If your return request is approved, continue with the points below.
  2. Pack the items you wish to return in original and unused condition and in their original packaging, if applicable.
  3. Remove or cover any old shipping labels on the package.
  4. Print and clearly attach the new label to the outside of the package. (You must pay for return shipping yourself)
  5. Drop off the package at a parcel shop.
  6. Remember to get a receipt – it is your proof that the package has been returned.
  7. Once the product has been returned and approved, you will receive a refund.

Please send returns to:

RosenbergCph
Sankt Hans Gade 21, 2.th
2200 København N
Denmark

Please note that only unused items in original packaging are accepted for exchange and refund. If an item has been used, is damaged, or lacks essential packaging, it is not immediately possible to return or exchange it.

If your return order is unused, we offer a full refund for the purchased items, but shipping and return costs for your purchase are not refunded. Please keep a copy of your return shipping receipt. We are not responsible for packages lost during return shipping.

Please note that if your order is returned because you did not pick up your order at the parcel shop within the deadline (usually 5 days from arrival at the parcel shop), this does not count as a cancellation of your order. You must notify us before your purchase can be refunded. For refunds of orders returned unannounced due to non-pickup, a charge of DKK 150 will be applied to cover handling and return shipping, which will be deducted from your order.

Refund:
When returning an item, please include your receipt with your name and address. Refunds are processed immediately upon receipt of your return order, but due to technical issues with banks and card issuers, it may take up to 30 days for the refund to be completed.

Please note that refunds can only be made to the credit card used for payment.

If you live outside the EU, please contact your local customs authorities to get VAT, taxes or duties refunded.

Complaint:
You have a two-year right to complain. However, complaints must be made as soon as the defect is discovered, and defects and deficiencies must not have arisen as a result of incorrect use or other damaging actions.

If you believe there are defects or deficiencies in the item you have purchased, please first send an email with a description and photos of the defect. Depending on the situation, you may have the item repaired or exchanged, or the purchase price refunded in full or in part.

In all cases, the item must be returned to the address above. If the complaint is justified, shipping costs associated with the return will be refunded upon presentation of a receipt. You cannot send complaints cash on delivery.

Need help:
If you have any questions, you are welcome to call weekdays between 11 AM - 6 PM at 0045 28 93 48 30, or send an email to info@rosenbergcph.dk