Return & Exchange
30-day return policy on baumundpferdgarten.com
- You have 30 days right of return starting from the date you receive the item.
- Sale items have a 14-days return policy.
- We offer free shipping on exchanges via our return portal.
How to return (For EU customers)
- Create your return via our return portal here.
- After registration, you will receive an email with your return label.
- Prepare your return package and remember to include the enclosed return slip.
- Ship your return parcel and remember to save your shipping receipt.
Please note that a return fee of 5 EUR will be deducted when using our prepaid return label.
How to return (For NON-EU customers)
- Create your return via our return portal here.
- After registration, you will receive an email with instructions on how to return.
- Include the return slip that came with your order.
- Return your parcel with any courier of your choice. Remember to save your shipping receipt. Please note that we do not accept parcels sent to parcel shops or return packages sent C.O.D. (cash on delivery).
Please note that the cost of return is your responsibility. We recommend using a tracked shipping service to ensure your return reaches us safely.
Exchange
You can exchange an item to a diferrent size via our return portal.
- Create your exchange via our returns portal here.
- Choose the size you want to exchange to and complete the purchase. There is free shipping for exchanges.
- After registration, you will receive instructions on how to return by email.
- Include your return slip that came with the package.
Your new exchanged item will be shipped within 1-2 business days, and you will receive a track&trace number by email.
If you wish to return an item
You should be aware of the following to ensure you receive a full refund:
- The item must be in its original packaging.
- The item must not show signs of wear, stains, damage, or have any external odors.
- Clothing must have its original tags attached, as we cannot resell the item without them.
Refund
- You can expect to receive the refund in your account within 10 business days after we have received your return package. Once we have processed your return, you will receive a confirmation email from us.
- The refund will be issued to the payment method used for the purchase. For example, if you paid by card, the amount will be refunded to the same card.
- Please note that we cannot accept returns for items purchased from a retailer. These must be returned to the retailer where the item was bought.
Right of Withdrawal & Reduced Refund
The right of withdrawal is void, and you may lose your refund partially or entirely if the item has deteriorated. This may occur, for example, if:
- You have actually used the item.
- The item was damaged while in your possession.
- The item was handled in a way beyond what was necessary to assess its characteristics and quality.
- We do not accept packages sent to parcel shops.
Claim
Your purchase is covered by the Danish Sale of Goods Act, including defect regulations. This means that as a consumer, you have a 24-month warranty, during which you may be entitled to have a defective item repaired or replaced, receive a refund, or get a price reduction, depending on the specific situation.
Of course, the complaint must be justified, and the defect must not be caused by improper use of the product or other damaging behavior
You must contact us within a 'reasonable time'
You must file a complaint within a 'reasonable time' after discovering the defect. We recommend that you do so as soon as possible and no later than 2 months after noticing the issue.
You can submit a complaint by contacting us via email at: customercare@baumundpferdgarten.com
Depending on the specific situation, you will receive further instructions.
We monitor the number of returns made by customers, and if there are repeated returns that violate our policy, this may result in the closure of your account on baumundpferdgarten.com or the cancellation of future orders.