Refund policy

right to remedy

As a consumer, you have a 14-day right of withdrawal when you shop with us.

The withdrawal period expires 50 days after the day you received your item. If you have ordered several different items in one order, but they are delivered separately, the period runs from the day you receive the last item.

If the order consists of several lots or parts, the withdrawal period expires 50 days after the day you receive the last lot or part.

This means that you have 50 days from receipt to notify us that you want to cancel your purchase. You can send an email to or use the standard withdrawal form, which you will find at the bottom of the Terms and Conditions.

You cannot cancel your purchase by refusing to accept the goods without notifying us at the same time.

Withdrawal of part of the purchase

If you have purchased several items from us, you have the option to return one or more items, even if they were purchased in one order.

Please note that you will not be refunded the shipping costs if you cancel part of your purchase.

Once you have notified us that you wish to cancel your purchase, you have 14 days to return the goods to us.

You must pay for the package to be returned and you will be liable if any damage occurs during transit.


Buy your own return postage, or use our returns portal, to return an item purchased from our webshop:

AlexKaffe Returns Portal
When using this portal, you pay 50 DKK for a parcel label. covers any additional costs beyond 50 kr.

For returns

Use the following link:

No right of withdrawal
These agreements cannot be cancelled:

Delivery of goods made to your specifications or clearly personalised,
Delivery of sealed goods which are not suitable for return for health protection or hygiene reasons and where the seal has been broken after delivery,

the condition of the goods when you return them

If the goods have lost value and this is because you have used them in a way other than what was necessary to establish the nature, characteristics and functioning of the goods, you can only get back part of the purchase price. The amount you can get back depends on the commercial value of the goods, and in some cases this may mean that you can only get back the cost of delivery.

We recommend that you return the item in its original packaging.

If the original packaging is missing, this may result in a reduction in the value of the item.

Refund of the purchase price

If you cancel your purchase, you will get your money back. If the item is depreciated, we will deduct the amount you are liable for.

We will refund all payments received from you, including delivery costs (except for additional delivery costs where you have chosen a delivery method other than the cheapest standard delivery method we offer), within 14 days of the day we receive your notice of cancellation.

We will refund the money using the same means of payment you used to make the purchase, unless we have agreed otherwise.

We may withhold payment until we have received the goods, unless you send us proof that you have returned them.

You can also cancel the purchase by notifying us and delivering it in person to the above address by prior arrangement.

Right to complain

When you shop with us as a consumer, the rules of the Sale of Goods Act apply.
This means that you have the right to complain for 24 months.

If your complaint is justified, this means that you can either have the item repaired, exchanged, your money back or a reduction in price, depending on the specific situation.

You must make a complaint within a "reasonable time" of discovering the fault. If you complain within two months of discovering the fault, the complaint will always be timely.

Complaints will not be accepted in the event of incorrect or unusual use of the product.

If the complaint is justified, we will refund your (reasonable) shipping costs. The goods must always be returned in proper packaging. Please also remember to obtain a receipt of dispatch so that we can reimburse your freight costs.

The goods are sent via:

When you use our returns portal, you will receive a returns form that you need to fill in. If you are not using our returns portal for the return, please include a note in the package describing what you are returning and why you are returning it. In addition, you must also include the packing slip or order confirmation in the package.

Complaint options

If you as a consumer want to complain about your purchase, you should contact as well as the website you bought the item on. If we are unable to find a solution, you can send a complaint to:

Complaints Resolution Center

Centre for Resolution

Toldboden 2

8800 Viborg

If you live in an EU country other than Denmark, you can complain to the EU Commission's online complaints portal

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