Return

Any returned goods must be sent to:

Stences ApS

Church wing 5-7

DK-7500 Holstebro

Right of withdrawal

You have 14 days to return the goods, calculated from the day they are received. If you choose to cancel a purchase, you simply have to return the item in essentially the same condition and quantity, incl. packaging as you received it. As the packaging constitutes a significant part of the product's value, this means that the product cannot be considered returned in substantially the same condition and quantity if the packaging is damaged or not included. As a customer, you bear the risk that the return item is properly packaged. You are therefore encouraged to save the packaging until you are sure that you want to keep the item.

If the value of the item exceeds DKK 5,400.00, you must return the item as a value package, with which you as a customer are insured should the package be lost in the post. If, in the event that the package is lost, you have not sent it as a value package, shipping takes place at your own risk. When the item has been returned and approved, the purchase price (incl. shipping and postage) will be refunded to your account. The amount is returned immediately after we at Stences ApS have received the item back and have had the opportunity to check the item, which will normally happen no later than 14 days after receiving the item. Please note that costs for returns are borne by you as the customer yourself and are not refunded. Read the practical details under "Return of item(s)" or "Complaint".

Return of item(s)

From receipt of your item(s) you have  14 days to make use of the right of withdrawal.  You do this by first sending us an email at info@stences.com, where you attach a completed return slip. Write "Return" and your order number in the subject field. You must also print the return slip and enclose the returned item(s). The return is sent to our address as stated on the return slip. Shipping costs are borne by you. It is also possible to deliver the return to our address. If this is desired, please write it in the email to us so that we can agree a time for delivery. Please note that we do not receive packages sent by cash on delivery.

Stences ApS expects you to send the return as soon as possible after you have given notice of cancellation - no later than 14 days after.

NOTE

You may lose all or part of your purchase amount. This happens if the value of the goods has deteriorated, either because:

- The product has been put into use

- The product is damaged while you were responsible for it

- You have handled the item in an inappropriate manner

Complaint

Your purchase of covered by the Sales Act, including the defect rules. This means that you can either get a defective item repaired, exchanged, or the money fully or partially refunded, depending on the specific situation. It is of course a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damage-causing behaviour. In the event of errors, omissions or missed deliveries, please contact us at info@stences.com - write "Complaint" and your order number in the subject field.

You must advertise within a "reasonable time" after you have discovered the lack of the item. We recommend that you complain as soon as possible, and always within 14 days after the error was discovered. Depending on the specific situation, you will receive further instructions.

When you return the item in connection with a complaint, please also state in as much detail as possible what the problem is. If the complaint is justified, we will of course reimburse your reasonable shipping costs for sending the item back to us. In most cases, we will send you a prepaid return label for returning the claim. If, on the other hand, the complaint is not justified, you yourself bear all transport costs, including our freight costs for returning the item after examination, and we can charge you an amount of up to DKK 200 for examination of the item.

Remember that the item must always be sent in proper packaging and receive a receipt for dispatch. You yourself are responsible for the package/goods until we receive them. Therefore, save the postal receipt incl. information on shipping costs and any tracking number.

We remind you again that we do not receive packages sent by cash on delivery or similar.

Refund

In the case of agreed decorations, returned goods or prepaid goods that are canceled before dispatch, a full or partial refund of the purchase price must be made. Refunds are normally made to the payment card used at the time of purchase. In some cases, it may be necessary for us to ask for your account information for the reversal of any return amount.  In such cases, we will contact you about this. This information is not sensitive and can be disclosed without further ado. e-mail or other traditional form of correspondence.