Refund policy

Return and Refund Policy

This return and refund policy applies to purchases made from Emmi & Co. through the webshop.
The policy describes your rights under the general Danish consumer regulations, as well as the special terms that apply to custom-made products.

Right of Withdrawal for Webshop Purchases — Standard Products
When you purchase a standard product in our webshop, meaning a product that is not custom-made or personalised, your purchase is covered by the general Danish rules on the 14-day right of withdrawal for distance sales. The withdrawal period generally begins on the day you receive the product. If you wish to withdraw from your purchase, you must notify us clearly before the deadline expires. You cannot withdraw from the purchase simply by refusing to accept delivery without also notifying us.

How to Withdraw from Your Purchase
To exercise your right of withdrawal, you must contact us with your order number, the product in question, and a clear statement that you wish to withdraw from the purchase.

Returning Products — Deadline
Once you have notified us that you wish to withdraw from your purchase, the product must be returned no later than 14 days after delivery/receipt. The product must be returned in the same condition as received. You may inspect the product in the same way as you would in a physical store, but if the product has been used beyond this, a reduction in value may apply. As a general rule, you are responsible for the return shipping costs unless otherwise agreed.

Refund
Once we have received your returned product, or documentation that it has been sent back, we will refund the purchase amount in accordance with the general Danish rules. The refund will be made using the same payment method that was used for the purchase, unless otherwise agreed. Any reduction in value may be deducted if the product has been handled more than necessary.

Special Orders and Custom-Made Products — No Right of Withdrawal
Special orders, custom-made products and products made or adapted according to the customer’s wishes are not covered by the right of return or withdrawal. This includes, for example: jewellery made to order according to the customer’s specifications, jewellery with special measurements, engraving or other personal customisations, as well as custom-designed pieces based on the customer’s choice of stone, setting, metal type, etc. Once a special order has been started, it generally cannot be cancelled, as it is produced specifically for you.

Right of Complaint
For standard products, your purchase is covered by the general Danish rules on the right of complaint if there is a fault or defect in the product. If you experience an issue, please contact us as soon as possible with your order number, a description of the problem and preferably photos.

Contact and Return Address
E-mail:  contact@emmiandco.com 
Returns should be sent to:
Emmi & Co.
Brandts Passage 23
5000 Odense C