Returns

We stand 100% behind our products, which is why we have chosen to have a 100-day return policy instead of the statutory 14 days. Of course, there is still a 2-year warranty period.

All returns are processed and shipped with GLS. Return packages must therefore be delivered to a GLS parcel shop.

All returns must be made on our automated returns portal - Find it here

You can check the status of your return at any time - Click here to check the status

Product exchange

Use our automated returns portal to exchange the products you would like to exchange. You can automatically select the products you would like to exchange and then select the products you would like to exchange for.

If there is a difference between the products you wish to exchange, you can easily pay the extra amount directly through the portal. If you have money left over, you can choose to receive a gift card or a refund of the amount.

All exchanges are completely free and we offer Fast Exchange, which means that as soon as you have delivered your return package, we will send the new product from our warehouse.

Refund of money

Use our automated returns portal to return your products and request a refund of your money. If you wish to receive a refund for your purchase, you as the buyer will be responsible for the shipping costs.

When we receive your return package, we will check the condition of the product and whether you are entitled to a full refund. In that case, we will refund the money to the account associated with the payment card that the order originally came from. We cannot refund money directly to another bank account unless the payment card that was originally used has expired, been lost or otherwise no longer works. In this case, please contact us directly at support@qookware.dk and we will solve the problem manually.

We recommend that you read the Danish Consumer Council's information about returns, right of withdrawal, etc. at this link before you buy: Right of withdrawal, etc.

You have received a product with a defect or that is damaged.

If you have received a product with a defect or that is broken, don't worry! We will of course cover this for you free of charge.

Step-by-step guide

1. In our automatic returns portal you must enter your order number and email.
2. Select the product with errors or that is damaged.
3. Select the reason for return which is called "product error or broken" .
4. Then select the action called "exchange for another product" .
5. You will now be redirected to our website, where you must select the product with a defect or that is damaged.
6. Once you have selected the product on the website, you will be redirected back to the returns portal where you can complete the return.
7. Here you will receive confirmation of the return and you can download your shipping label or use it as a QR code when you drop off the package.

Return of free products

If you have received a free product with your order and wish to return the order, we reserve the right to deduct the original value of the free product from your refund.

Example:

• You have purchased a knife for DKK 999 and received a free sharpening stone as a gift worth DKK 449.
• You would like a refund on the knife, but only return the knife to us and omit the free gift.
• In this case, we will only refund DKK 550 because you have kept the grindstone which has a value of DKK 449.

The reason our refund policy is as follows is because we have been taken advantage of in the past by people who have strategically purchased something with a free gift and then returned the product, but kept the free gift and still wanted the full amount back.

Right of complaint

The right of complaint applies to defects in material and/or manufacturing, therefore it does not apply if defects or damage occur in connection with incorrect use of the product.

We do not cover return costs if return shipping is ordered outside our system and we do not accept packages sent on delivery.