Refund policy

Concept Odense Return and Refund Policy

At Concept Odense, we do our best to ensure you are satisfied with our products and service. Should a purchase not meet your expectations, we offer a clear and customer-friendly return and refund policy. Please also read our shipping policy.

1. Right of withdrawal and return period

  • As a consumer in the EU, you have a statutory right of withdrawal of 14 days from the receipt of your order. At Concept Odense, we offer an extended right of withdrawal of 30 days without requiring a reason.
  • After notifying us of your return, you have a further 14 days to send the goods back.
  • You will receive a full refund of the purchase amount, including the original standard shipping costs.
  • The refund will be processed once the item has been correctly received at the return address provided upon approval of your return request.
    Please note! The return shipping costs are borne by the customer and are not refunded. Return costs typically range between €20 and €40, depending on the size of the package and the courier, and may be higher in some cases.

2. Conditions for return

For a return or exchange to be approved, the following conditions must be met:

  • The item must be undamaged, unused, and show no signs of wear.
  • The item must be returned in its original packaging, with all tags and labels still attached.
  • Certain products, including sealed items, cannot be returned if the seal is broken.
  • If a returned item is damaged or shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning, a deduction may be made from the refund. The amount of the deduction will be determined based on the extent of the damage and the potential for resale. The customer will be informed of this in advance.

3. Return procedure

Our return procedure is simple and consists of the following steps:

  1. Register your return:

    1.1 You have the right to withdraw from your order up to 30 days after receipt without giving any reason.

    1.2 To ensure your return is processed correctly, please contact our customer service via the contact form or at info@concept-odense.com. Please provide your order number and the items you wish to return.

    1.3 To ensure we can register returns correctly, we ask you to register your return in advance. Returns sent without prior notification may experience processing delays and risk not being processed correctly.

    1.4 Please note: return shipping is at the customer's own expense. Our return address is our international warehouse (Asia/China) and will be provided on the return form.

  2. You can also use the statutory model withdrawal form:
    Download return form (PDF)

  3. Pack the item securely: Ensure the item is well-packaged to prevent damage during transit. Use the original packaging if possible.
  4. Send the item back: Return shipping is at the customer's own expense. Return costs typically range between €20 and €40, depending on the size of the package, and may be higher in some cases depending on the courier.
  5. Refund: Once we have received and inspected the returned item, we will process your refund within 14 days. The amount will be returned via the original payment method.

4. Exchanges

  • Would you like to exchange an item? This is possible as long as the item meets the return conditions.
  • Contact our customer service within 30 days via the contact form for guidance.
  • Exchanges are possible as long as the desired item is in stock. We will contact you in case of a price difference.

5. Damaged or incorrect items

Damaged item:

  • If you receive a defective or damaged item, please contact our customer service within 14 days via the contact form. Please provide:
    • Your order number.
    • Photos of the damage.
    • A description of the issue.
    • Please note: If a returned item is damaged or shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning, a deduction may be made from the refund. The amount will be determined based on the extent of the damage and the potential for resale. The customer will be informed of this in advance.

Incorrect item:

  • If you have received an item other than the one you ordered, please contact us immediately and provide the following:
    • Your order number.
    • The item you should have received.
    • The item you received (including a photo).

If an item is defective or incorrectly delivered, you are entitled to a full refund or a free replacement. The refund will be processed within 14 days of us receiving the defective item back.

6. Return costs

  • Returns initiated by the customer: Return shipping is at the customer's own expense. Return costs typically range between €20 and €40, depending on the size of the package and the courier, and may be higher in some cases. The exact price can be calculated on the courier's website.
  • Returns due to our error (defective or incorrectly delivered item): Concept Odense will cover the return shipping costs.

7. Frequently Asked Questions (FAQ)

  • How long do I have to return an item? Within 30 days of receiving your order.
  • How quickly will I receive my refund? Within 14 days of us receiving your return.
  • What are the costs for a return shipment? Return shipping is at the customer's own expense. Return costs typically range between €20 and €40, depending on the size of the package, and may be higher in some cases depending on the courier.
  • Can I exchange an item? Yes, exchanges are possible within 30 days of receipt, as long as the item is unused and in its original condition.

8. Who is responsible for loss or damage during return shipment?

The customer is fully responsible for a correct return shipment.

📌 We cannot be held responsible for lost or incorrectly delivered return shipments.

  • If a package does not arrive or is lost, only the sender (you) can file a claim with the courier, as the shipment is their responsibility. Since you have sent the package and we have no influence over the shipping process, we cannot be contacted regarding this and are not responsible for any loss or delay.

9. Shipping Protection

For €2,95, you can add shipping protection to your order at checkout.

What is covered:

Packages that are lost, stolen, or damaged during transit.

What is not covered:

  • Incorrect delivery address provided by the customer
  • Packages registered as delivered without proof of theft or damage
  • Buyer's remorse, transit delays, or customs-related issues

Orders without shipping protection are not covered by this policy.

How to submit a claim: Contact us within 14 days of the expected delivery date (for lost packages) or within 7 days of delivery (for damaged/stolen packages) via info@concept-odense.com. Provide your order number, a description, and photos or documentation.

Resolution: Approved claims will be replaced free of charge. A refund is only provided if the item is no longer in stock. All claims are approved at our discretion. Please note: Shipping protection is non-refundable and is limited to one claim per order.

Contact Information

If you have any questions or need assistance, please feel free to contact our customer service.