Returns, Withdrawals & Complaints

General Return Policy

We want you to be completely satisfied with your SAND Copenhagen order. As such, we offer an easy exchange and return service, which for customers within the EU is free of charge.

HOW TO EXCHANGE

If you wish to exchange your purchase to a different size or color, please contact us within 14 days upon receipt of the purchase and we will arrange a swift exchange without you having to place a second purchase for returning the purchase originally received please follow the ‘HOW TO RETURN ‘ guide below.

HOW TO RETURN

Should you wish to return your order, please do so within 14 days by following these steps:

  1. Pack all the items you wish to return – ideally into the original parcel provided
  2. Please complete the return form in the bottom of the delivery note, tear it off and include in the package. Including the form helps us to process your refund faster
  3. Attach the prepaid return label to your parcel. The label is included in the parcel upon delivery to you and it also contains the return address and tracking number
  4. If within Denmark please take the parcel to your GLS Service Point. For tracking your parcel, please visit GLS. If outside Denmark please contact SAND Customer Care at webshop@sandcopenhagen.com who will help you with a prepaid return label and then take your parcel to the nearest DHL Service Point.
  5. We recommend that you obtain proof of postage (receipt) when returning goods to us.

ARRANGE THE RETURN YOURSELF

You have the option to arrange a return shipment yourself through any postal courier within 14 days. In this case you will be responsible for the full cost of returning the parcel and the products will be your responsibility until they reach our warehouse.

RETURNING CHRISTMAS ORDERS

For Christmas orders, meaning orders placed between 23rd November and 24th December each year, we offer a prolonged withdrawal and return right until 15th January the following year. If you wish to return a Christmas order, please follow the normal withdrawal and return procedure and notify us of your intent to withdraw from the purchase on 15th January at the latest.

Please make sure to complete the return form at the bottom of the delivery note enclosed with your purchase and enclose it with your products enabling us to process your refund correctly.

Return address:
Prime Cargo A/S
Profilvej 4
6000 Kolding
Denmark
ATT: SAND Copenhagen

REFUND

The moment we receive your returned package we will arrange your refund (excluding original shipping cost) and a notification e-mail will be sent to you. We aim to process a refund within 72 hours of receiving your parcel, or of receiving evidence of you having sent back the parcel. After you have received the e-mail, please allow 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card, we will contact you to arrange an alternate means of refunding your order.

Should you have any questions regarding your return, please do not hesitate to contact us.

THE RIGHT OF WITHDRAWAL

If you are consumer (i.e. a private individual and not purchasing products on behalf of a business), you may withdraw your order at any time within 14 days.

THE RIGHT OF WITHDRAWAL PERIOD

The withdrawal period commences on receipt of the product and expires 14 days later. In case of split deliveries, the withdrawal period expires 14 days after receipt of the last product.

RETURNING CHRISTMAS ORDERS

For Christmas orders, meaning orders placed between 23rd November and 24th December each year, we offer a prolonged withdrawal and return right until 15th January the following year. If you wish to return a Christmas order, please follow the normal withdrawal and return procedure and notify us of your intent to withdraw from the purchase on 15th January at the latest.

HOW DO YOU EXERCISE YOUR RIGHT OF WITHDRAWAL?

Before the expiry of the withdrawal period, you must inform us of the withdrawal with a notice sent on paper or another durable medium to which we have access, e.g. by letter or by sending us an email. You may use the withdrawal form attached below, but it is not compulsory.

In addition, you must return or give back the product to us within a reasonable time from sending the notice, in any case no later than 5 working days from the day on which we were informed about your decision to withdraw from the purchase.

Please see the Return Guide that came with your order for more information.

You can also exercise your right of withdrawal if, before the expiry of the 14-day period, you hand over the product to the postal services or another operator who has taken on the task of forwarding the product to us, even if you have not given prior notice to us.

You may also exercise your right of withdrawal by abstaining from receiving the product or by abstaining from collecting it at the post office etc.

EFFECTS OF WITHDRAWAL

If you use your right to withdraw, we will reimburse you the purchase price and the delivery and return costs, subject to the following:

Delivery costs are only reimbursed to you, if you have chosen the least expensive type of delivery, and additional cost for express delivery are not reimbursed;
Return costs are only reimbursed to you, if you use the free service provided by us, and return costs will not be reimbursed, if the product is returned by other means.

Repayment will be made without undue delay and in any event not later than 14 days from the day on which we have received the returned goods. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

You are only liable for any diminished value of the product resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the product.

RETURNING DEFECTIVE PRODUCTS

When we ship your products, we do our best to make sure that the products are top quality and in perfect condition. In the case of defective products or inconformity with your order, you will have the choice of returning the defective product and we will refund you the purchase price and all delivery cost when we have handled your return. Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

The claim shall be made when you discover the defect. Any notice given within a period of two months after you discovered the defect is deemed a timely notice, but in certain cases a longer period may apply under applicable law. Please contact us and we will arrange for the product to be collected by our courier. If you wish to place another order, we will be happy to assist you.

INCORRECT ITEMS

In case you receive an item not ordered by you please contact customer care who will be able to re-order the correct item for you and arrange for the incorrect product to be collected by our courier.
Refund Information

After we receive and process your request you will be issued with the appropriate refund. We aim to process a refund within 3 days of receiving your parcel, and will send you an e-mail to let you know we have received and processed it. After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card we will contact you to arrange an alternative means of refunding your order.

Please note that you can loose your right to get you money refunded if:

  • The item has been damaged
  • The item has been used
  • You haven’t observed the deadlines, when it comes to the right of return