Returns and cancellations - handling returns (cancellation and RMA)

There are two types of returns. If the customer cancels and if the item is faulty.

In online shopping, the customer always has a two-week right of cancellation. If the customer wishes to exercise this right, an order must be returned (at the customer's expense) at least two weeks after the order has been delivered to the customer.

In this case, the full amount including shipping must be returned to the customer (this is the law).

More information about the right of cancellation in online shopping: Tænk.dk.

If the item is faulty, the customer has more rights (longer cancellation period) and as a retailer you must pay the return postage.

More information about cancellation rights in general: Tænk.dk.

How to handle returned and cancelled/expired orders

In your order overview, you can change the status of an order to "Cancel". When you do this, the full amount of the order will be refunded if paid with an online payment method (credit card, MobilePay, PayPal, ViaBill).

If the order was paid by cash, bank transfer or another method that is not connected to the webshop, you must ensure that the customer receives the money.

RMA

RMA stands for "return merchandise authorisation" and is used to describe a system or process for returning faulty goods.

If you receive a message from a customer who wants to return an order due to errors, you can give the order the status "RMA created" (search for 'RMA' to add the option in the administration). After you have examined the item, you can change the status to "RMA complete" if the order needs to be cancelled. These statuses are completely optional and have no additional function other than to indicate that the order has been returned with a claim of error.