Return goods

Dreng læser bog


The terms and conditions set out in this returns policy apply to all goods purchased from FRANCK & FISCHER Online shop.

Your right to cancel an order 
Where you place an order through FRANCK & FISCHER online shop you can cancel your order at any time before the goods are despatched to you and we will provide a full refund of the price of the goods and any delivery and other charges which you have incurred.

Following payment of the goods (which is when the contract between us is formed), you can cancel your contract up until 14 days after the day on which you receive the goods by notifying us. This means that if you change your mind about the goods or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund.

Nothing within this returns policy or the general terms and conditions affects your statutory rights under law, and in particular you will always be entitled to return goods to us for a full refund if they were misdescribed, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction. In such circumstances, we will refund the price of the goods in full, together with any applicable delivery charges and any reasonable costs you incur in returning the item(s) to us.

How to cancel
If you wish to cancel an order or contract, you must let us know that you have decided to cancel. You can do this by phone or in writing.

If you call us at +45 2011 1281, please have your order acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return.

You can alternatively send letter to FRANCK & FISCHER online shop, Customer Service, Grusbakken 18, 2920 Gentofte, Denmark, or send e-mail to You must include your order number in the written notice, and clearly specify which goods you wish to return.

You cannot cancel an order or contract simply by refusing to receive the order, if you have not given us adequate notice that you want to cancel. Whether you send your cancellation notice by post, phone or online, the cancellation will take effect on the day it is sent to us. If you send cancellation notice by email, you will receive confirmation by email.

Where you cancel the contract after the goods have been delivered you agree to return the goods to us by following the procedure set out below.

Returning your goods
If the goods have been delivered to you before you decide to cancel your contract, you must return the goods to us without delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract.

You agree to return the goods in a resaleable condition and in undamaged packaging where possible. You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.

Taking reasonable care of the goods
You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned.

Refunding your money
We will refund the price you paid for the goods and the freight, and credit the refund you are due to the credit or debit card that you made payment with. If you cancel part of your order, you will receive refund according to this part as well as part of the freight. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. If the good has been used you cannot expect to get refund of the full amount of the product. Due to hygiene considerations for the children using our products, we cannot send used products to other customers.

We will make any refunds due to you as soon as possible and in any event not later than 30 days after we have received the goods from you, or after we have seen documentation that the goods have been sent to us.

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