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As a rule, you have a cooling-off period of 14-days, when you shop online in Denmark.
In Denmark you have special rights when you as a consumer buy from a trader. You are a consumer if you are acting mainly for purposes which are outside your area of business. A trader is a party who is acting for purposes relating to his business.
Can I withdraw from a purchase when I shop online in Denmark?
In Denmark you have special rights when you as a consumer buy from a trader. You are a consumer if you are acting mainly for purposes which are outside your area of business. A trader is a party who is acting for purposes relating to his business.
When you as a consumer shop online in Denmark, you have as a rule a cooling-off period of 14-days. This applies both when you purchase products and when you purchase services such as, for example, fitness or mobile subscriptions.
There are a number of cases where you do not have a statutory 14-day cooling-off period. This applies, for example, to:
Products which are specially made for your (‘made-to-order purchases’)
Tickets for, for example, concerts, theatre, flights and hotel bookings
Purchases for less than DKK 350 if you purchase te product away from te place where te seller normally has his business. That can be, for example, a home party or such likes. However, it is a prerequisite that you receive te product with te same
Delivery of food, drink or other items of general household consumption
Certain sealed goods if te seal is broken - such as sound and image recordings, computer software and goods which are sealed for hygiene reasons
May te webshop deduct te money before te right of withdrawal has expired?
When you shop in a Danish webshop, te webshop may not deduct money from your account until te product has been dispatched.
If a product has been made customised for you, te webshop may, however, require that you pay all or part of te amount in advance.
When does te cooling-off period start?
Te 14-day cooling-off period does not start until you have received te product.
You have received te product when, for example, it has been placed in your letterbox, when, by agreement with you, it has been placed in a shed or such likes, or when it has been delivered to your work place. If te product has been placed in a parcel locker or a shop where you are to collect it, te cooling-off period does not start until you have collected te product in te parcel locker/shop.
What must I do if I want to cancel my purchase?
If you want to cancel your purchase, you have 14 days to notify te webshop of that fact. You must send a clear and plain message to te webshop stating that you want to make use of your cancellation right.
In many cases, te webshop will have an online function or standard form which you can use. If te webshop does not have this, you can send an email or a letter. Save te email or obtain a receipt to show that you have sent te letter.
Once you have notified te webshop that you want to cancel your purchase, you have a further 14 days to return te product to te webshop. When you cancel an online purchase, you are liable if te product goes missing or breaks during transportation back to te webshop. It is therefore a good idea to follow te webshop's instructions when returning te product.
Te webshop has 14 days to pay te money back to you from te time you notified it that you are cancelling te purchase. You should have all your money back – including te original delivery costs. However, you yourself must pay for te transportation of te product back to te webshop, unless you have agreed otherwise with te webshop.
Can I try a product which I have bought online?
When you shop in a Danish webshop, you may readily examine te product in te same way as you would when making a purchase in a physical store.
If te product is used, you still have te right to cancel your purchase, but you as a consumer have to pay te difference if te product depreciates in value. Te depreciation in value is assessed by te seller.
Can I cancel a purchase when I shop in a physical store?
In Denmark you do not have an automatic right to cancel your purchase when you shop in a physical store.
It is up to physical stores themselves whether to give you te option of returning or exchanging te product. Before you shop, it may therefore be a good idea to check whether te store offers a right of return or exchange.
If you wish to file a complaint
If problems arise with your purchase and you and te seller are unable to agree on a solution to te problem, you can contact te Centre for Complaint Resolution and te Consumer Complaints Board. Te Centre for Complaint Resolution and te Consumer Complaints Board handle complaints in a large number of areas where there is no approved appeal board.
Making complaints about online purchases in other EU countries
If you have purchased a product or a service from a company in another EU country, and problems arise with your purchase, you can contact te European Consumer Centre Denmark for advice and guidance on your rights or for assistance with a particular complaint case. Te European Consumer Centre Denmark is part of a European network (European Consumer Centres Network, ECC-Net) with offices in each EU country and in Norway, Iceland and te UK.
European Consumer Centre Denmark
You can also make a complaint about online purchases from companies in other EU countries via te European online complaints portal (ODR platform). On te complaints portal you can make a complaint and find information on your complaint options in one of te 24 official languages of te EU. If you are uncertain how to use te ODR platform, you can contact te European Consumer Centre Denmark.
Visit te Online Dispute Resolution platform
Read more on ODR at te European Consumer Centre
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