Refusionspolitik
Return and refund policy
We offer a 30-day return policy, meaning you have 30 days from the day you receive your order to request a return.
To be eligible for a return, the item must be returned in its original condition and packaging. The item may be inspected and tried in the same way as it would be in a physical store, but it must not have been used in a way that causes damage, wear or a reduction in value.
To request a return, please contact us at info@massimo.dk before sending the item back. We will provide you with the necessary return instructions.
Return shipping
The cost of returning an item is paid by the customer.
You are welcome to arrange the return shipment yourself. Alternatively, we are happy to assist you with booking the return shipment and can provide a return label.
If we book the return shipment on your behalf, the cost of the return shipment will be deducted from your refund or otherwise charged to you.
The return shipping cost depends on the country from which the return is sent.
Please do not send a return under our voluntary 30-day policy without contacting us first. This does not restrict your statutory right of withdrawal, which you can exercise directly through your customer account.
Return address
massimo copenhagen ApS
Blokken 79
3460 Birkerød
Denmark
Right of Withdrawal – EU Customers
If you are a consumer in the European Union, you have a statutory right of withdrawal of 14 days.
The withdrawal period begins on the day you, or a person designated by you, receives the goods.
If you wish to exercise your right of withdrawal, you must notify us within 14 days of receiving your order. After notifying us, you have a further 14 days to send the goods back.
To exercise your right of withdrawal, you can submit a request through your customer account (self-service) or contact us at info@massimo.dk. We will confirm receipt of your withdrawal and provide any further instructions if needed.
The self-service option is available throughout the 14-day withdrawal period.
You do not need to provide a reason for exercising your statutory right of withdrawal.
You are responsible for the return shipping costs unless otherwise agreed.
You may examine and try the product to the extent necessary to determine its nature, characteristics and functionality. If the product has been handled beyond what is necessary to assess it, you may be liable for any resulting reduction in value.
Refunds
Once we have received and inspected your return, we will process your refund.
Where you have exercised your statutory right of withdrawal, we will refund you within 14 days of receiving the returned goods or documentation that they have been sent back, whichever occurs first.
Refunds will be made using the same payment method that you used for the original purchase, unless otherwise agreed.
When exercising your statutory right of withdrawal, we will refund the payments received from you, including the standard delivery cost of the original order. We are not required to refund any additional cost resulting from your choice of a more expensive delivery method.
We may withhold the refund until we have received the returned goods or you have provided documentation showing that the goods have been sent back, whichever occurs first.
For our voluntary 30-day return policy, refunds are processed once the returned item has been received and approved.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Damaged, Defective or Incorrect Items
Please inspect your order when you receive it and contact us as soon as possible if the item is damaged, defective or incorrect.
If the item is covered by your statutory right of complaint and your complaint is justified, we will cover the reasonable costs associated with returning the item.
Depending on the circumstances, we may offer a repair, replacement, price reduction or refund in accordance with applicable consumer law.
Custom and Personalised Orders
Custom-made, personalised or specially ordered products may be excluded from the statutory right of withdrawal where permitted by applicable law.
If you are unsure whether your order can be cancelled or returned, please contact us before placing your order.
Sale Items and Gift Cards
Our voluntary 30-day return policy does not apply to gift cards.
Sale items are covered by the same statutory consumer rights as full-price items. Our voluntary return policy may differ for sale items where this is clearly stated at the time of purchase.
Exchanges
We do not offer direct exchanges.
If you wish to purchase a different product, we recommend returning the original item and placing a new order once your return has been processed.
Circular Return Program
massimo also operates a separate Circular Return Program for used massimo rugs, under which massimo covers the shipping cost and issues a voucher towards a new rug. That programme is not a return or a withdrawal under this policy and does not change the return shipping terms set out above. Full conditions are available on massimo.dk.
Contact
If you have any questions regarding returns, refunds or your right of withdrawal, please contact us:
massimo copenhagen ApS
Blokken 79
3460 Birkerød
Denmark
VAT Reg. No. DK 30714474