1. right of complaint
There is a 90-day right of withdrawal from the date you receive the goods.
House Of Wonder ApS covers the return costs to a reasonable extent. The right to complain does not apply to damage or defects caused by misuse, accidents or normal wear and tear. NOTE: You cannot exercise the right of withdrawal by simply refusing to accept the goods or by failing to pick them up from the carrier.
For returns, please contact the company:
House Of Wonder ApS
Farsbøllevej 12
5471 Søndersø
Email: info@hocl.dk
2. Reimbursement
For refunds, please contact us at info@hocl.dk
House Of Wonder ApS pays for the postage to a reasonable extent, which is either via return label or extra refund. The item must be returned together with the return form which is thoroughly filled out and possibly a copy of the receipt.
PLEASE NOTE that the package must be sent directly to our warehouse and NOT to a parcel shop
Please note that we do not accept packages sent cash on delivery.
3. Right of withdrawal
There is a 90-day full return policy on goods purchased on the website unless otherwise agreed or stated in your order. The 90-day period starts on the day the order is delivered. You must notify us of your wish to cancel no later than 90 days after delivery and must be received by us no later than 15 days after we are informed of your use of the right of withdrawal.
Requests to use the right of withdrawal must be sent by email to info@hocl.dk. The notification must clearly state your wish to exercise your right of withdrawal. For returns, please use the standard withdrawal form via this link: Return form
3.1. After the return period?
We do not accept returns of unwanted items after the return period above. If you try to return it anyway, we may have to send it back to your standard delivery address and ask you to cover the delivery costs.
4. Condition of the Goods and Returns
You are liable for any deterioration in the value of the goods caused by handling other than what is necessary to determine the nature, characteristics and function of the goods. This means that you can try the product in the same way as if you were shopping in a physical store.
If the item has been tested beyond what is described above, it is considered used and of diminished value. This means that if you cancel your purchase, you will receive a small part or none of the purchase amount back. It is up to House Of Wonder ApS to assess the condition of the goods. House Of Wonder will also assess the refund of shipping costs.
When you return the item(s) you must fill out this return form carefully and include it with the items you are packing and returning:
House of Wonder ApS – Farsbøllevej 12 – DK-5471 Søndersø – Info@hocl.dk – +45 7199 9669
Please note that we do not accept packages sent cash on delivery.
4.1. We cover
Should a manufacturing defect, material defect or other defects that you can prove were present at the time of purchase have occurred, House Of Wonder ApS will of course gladly exchange the product – even after the 90-day return period.
4.2. Exceptions
The right to complain does not apply to damage or defects caused by incorrect or inappropriate use, accidents and normal wear and tear.
5. How to return
- Prepare your package
- Fill out this return form and place in the package
- Buy a return label and attach it to your package (remember to get a postage receipt)
-> If you have received a return label from us, simply attach it to the package. - Drop off the package at the nearest parcel shop
PLEASE NOTE that the package must be sent directly to our warehouse and NOT to a parcel shop
6. Your responsibility when returning
Returned goods are your responsibility until they reach us, so make sure they are properly wrapped and cannot be damaged in transit. As the package is your responsibility until it reaches us, you should also make sure you get a proof of postage in case you need to contact us regarding your return.
If you have returned your package, it may take up to 15 days for your package to arrive at our warehouse.
6.1. What happens if I forgot to include my return slip?
In many cases, we would not be able to trace where the package comes from. We keep your package for 30 days from receipt, during which you can always contact us and forward your return slip at info@hocl.dk
7. When will I get my refund or replacement?
It can take up to 15 days for your return to arrive at our warehouse and be processed.
7.1. Refund
This can take up to 10 business days depending on your payment provider and we cannot speed up the process. If the money is not visible in your account after 10 business days, please contact our customer service right here and we’ll look into it for you.
7.2. Replacement
As soon as we have processed your return, we will create a new order for you and send it out. Include the additional delivery time of 2-8 business days. If you have not received your compensation within 20 days, please contact our customer service right here and we’ll look into it for you.
8. My order has been returned
Should it happen that you did not pick up your order in the parcel shop in time or you have provided incorrect shipping information, it will be returned to House Of Wonder ApS. In this case, we offer to send the package back to you again, with you paying the shipping costs. We also disclaim liability if you have not received information about your package from the delivery company.
If your package is returned to us and you don’t want it anyway, a fee of 49kr in lost freight and administration fee will be deducted from the refunded amount.
9. Our guidelines
We comply with and follow all rules for returns, right of withdrawal and refunds as described in our Return Policy and we always follow the guidelines set out in our Terms and Conditions.
9.1. Burden of proof
For complaints, the burden of proof lies with you – the customer. This means that you must be able to prove that the product had a defect upon delivery or developed a fault within the warranty period. We recommend saving the item, receipts and other relevant documentation to support your claim, including pictures, a detailed description of the problem and any correspondence with us regarding the fault. If you have any doubts or questions, we encourage you to contact our customer service for guidance.
10. Delivery
Delivery time for your order: 2-8 business days
Note! There may be a longer delivery time outside Denmark
House Of Wonder ApS sends orders with the following delivery company and type:
- DAO – Denmark you can choose between:
- Parcel shop 49,- (free shipping on orders over 500,-)
- Home delivery 69,-
- DAO – Outside Denmark – to home delivery or parcel shop (if possible)
- Post Nord delivery to Greenland, Faroe Islands, Iceland
- UPS countries outside the EU
You can read about DAO’s Terms of Trade and Distribution here
You can read more about UPS Terms and Conditions of Transportation here
