Return and refund policy

At Concept Odense, we offer a simple and transparent return and refund process so you can shop with confidence.

This policy applies to all orders within our active markets: Denmark, Germany, Austria, Sweden, Italy, Spain, France, the Netherlands, Belgium, Ireland, and Poland.

1. Right of Withdrawal

As a consumer in the EU, you have a 14-day statutory right of withdrawal from the receipt of your order. At Concept Odense, we offer an extended withdrawal period of 30 days, so you can calmly evaluate your purchase – without having to provide a reason.

2. Conditions for Returns

For us to approve your return, the following must be met:

  • The item must be unused, undamaged, and in the same condition as upon delivery
  • Original packaging and any tags must be intact
  • Sealed products cannot be returned if the seal is broken
  • Returns must be reported in advance via our customer service

3. Return Process

3.1 Report Your Return

Contact our customer service at info@concept-odense.com and provide your order number along with the items you wish to return.

Please note that all returns must be reported in advance. Return shipments received without prior agreement cannot unfortunately be processed.

3.2 Send the Item Back

Once your return request is approved, you will receive the necessary return information by email.

  • The return address is our international warehouse – provided upon approval
  • The customer bears the cost of return shipping
  • Always keep the receipt and tracking number as proof
  • Download return form (PDF)

3.3 Refund

Once we have received and inspected the returned item, your refund will be processed within 14 days. The amount will be credited to the original payment method.

Depending on your bank or provider, it may take a few additional days before the amount is visible in your account.

4. Exchanges

Exchanges are possible, provided the desired item is in stock and the original item meets the return conditions. Simply specify the desired size or model in your inquiry, and we will assist you further.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us as soon as possible – and no later than 7 days after receipt. Please attach:

  • Order number
  • Photos of the item
  • A brief description of the issue

In case of errors on our part, we offer either an exchange, replacement, or full refund – depending on which solution best fits the situation.

6. Return Shipping Costs

The cost of return shipping depends on the courier, destination, and package size. For defective or incorrectly delivered items, Concept Odense covers the return shipping costs.

7. Shipping Protection (Optional)

At checkout, you can choose to add shipping protection to your order for extra security during transport.

Covers

  • Loss, theft, or damage during transport

Does Not Cover

  • Incorrect delivery address provided by the customer
  • Packages registered as delivered without documentation of a problem
  • Delays or issues related to customs processing

How to File a Claim

Contact us at info@concept-odense.com within the following deadlines:

  • 14 days for lost packages
  • 7 days for damaged or stolen packages

Resolution

Approved claims are generally compensated with a new item. Refunds are offered if replacement is not possible.

Shipping protection is non-refundable and applies once per order.

8. Contact

Concept Odense