Refund policy
Returns & Refunds
We want you to be happy with what you ordered. If something isn't right, this policy explains how returns and refunds work at Scandicart.
14-day right of withdrawal
As a consumer in the EU, you have the right to cancel your purchase within 14 days of receiving your order, without giving any reason, in line with the EU right of withdrawal and the Danish Consumer Contracts Act (Forbrugeraftaleloven). If your order is delivered in several shipments, the 14 days run from the day you receive the last item of your order.
Condition of returned items
To be eligible for a return, items should be unused and in the same condition as you received them, and returned in their original packaging where possible. You may inspect an item as you would in a shop; if the value of an item is reduced because of handling beyond what is needed to establish its nature, characteristics and function, we may deduct the reduction in value from your refund.
Items that cannot be returned
Certain products may not be eligible for return for reasons of hygiene, safety or customisation. Where an item is non-returnable, this is stated on the product page before you order. Your statutory rights are never affected.
How to start a return
Contact us at hello@scandicart.eu with your order number and let us know which item(s) you wish to return. We will send you a return label and clear instructions. Please wait for our instructions before sending anything back — all returns must use the return label we provide, so your return is tracked correctly. Returns sent without our label may not be traceable, which can delay or prevent your refund.
When you get your refund
As soon as your return parcel receives its first scan by the carrier — meaning it is on its way back to us — we begin processing your refund. Refunds are issued to your original payment method. Depending on your bank or card provider, it may take a few additional days before the amount appears on your statement.
Return shipping costs
Who pays for return shipping depends on the reason for the return and your delivery country:
Faulty, damaged or incorrect items: If an item arrives faulty, damaged, or isn't what you ordered, the return is always free — we cover the full return shipping cost, wherever you are.
Change of mind — Denmark: Returns within Denmark are free. When you request a return, we email you a prepaid return label at no cost, ready to download and print to you, and you receive a full refund for the returned items.
Change of mind — other EU countries: For deliveries outside Denmark, you bear the direct cost of returning the goods when withdrawing from your purchase. We still email you a tracked return label to download and print, so your return is safe and traceable, and the cost of that label is deducted from your refund. The label cost depends on your country and parcel size, and we always tell you the exact amount before you send anything back.
All returns must use the return label we provide, so your return is tracked correctly and your refund can be triggered as soon as the carrier first scans your parcel. If you cancel your entire order, we also refund the original standard delivery fee you paid.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, contact us as soon as possible at hello@scandicart.eu with your order number and, if possible, a photo of the issue. We will put things right as quickly as we can. In addition to the 14-day right of withdrawal, you have a 2-year right of complaint (reklamationsret) under Danish law for defects present at delivery.
Exchanges
We process returns and refunds. If you would like a different item, the fastest route is to return the original item and place a new order.
Questions? Write to us at hello@scandicart.eu — we reply within 24 hours on business days.
