Refund policy

Right of Complaint

A 2-year right of complaint is granted in accordance with the Danish Sale of Goods Act. Our right of complaint covers defects in material and/or manufacturing. Depending on the situation, you may have the item repaired, replaced, refunded, or receive a price reduction. The complaint does not cover errors or damage caused by improper handling of the product/service. You must submit a complaint within a "reasonable time" after discovering the defect. Knitted by Luna will cover return shipping costs to a reasonable extent.

For returns, complaints, and exercising the right of withdrawal, please send items to:
Knitted by Luna
Blegdamsvej 40
2200 Copenhagen N

Email: info@knittedbyluna.com

We do not accept shipments sent cash on delivery (COD).

Refunds

If a refund is required, please provide bank details (registration and account number) so the agreed amount can be transferred. These details can be safely shared via email or other electronic means, as they are not sensitive data and will only be used for processing the refund.

Right of Withdrawal

You have a 14-day full return policy on items purchased in our webshop.

According to the Danish Sale of Goods Act, there is unfortunately no right of withdrawal for digital products once they have been accessed. However, if the product does not meet your expectations, please contact us.

The withdrawal period is calculated from the day:

  • You receive the order.
  • You take physical possession of the last item when purchasing multiple items in one order that are delivered separately or in multiple shipments.
  • You take physical possession of the last batch or part when purchasing goods consisting of multiple parts.
  • You take physical possession of the first item in cases of regular deliveries of goods over a specified period.

You are responsible for covering the return shipping costs.
You must notify us of your withdrawal within 14 days of purchase, and you must return the item within 14 days from your notice of withdrawal. Notification must be sent via email to info@knittedbyluna.com, clearly stating that you wish to exercise your right of withdrawal.

If you wish to return an item, please fill out the enclosed Return Form and send it to:
Knitted by Luna
Blegdamsvej 40
2200 Copenhagen N

You cannot withdraw from a purchase by simply refusing to accept delivery without providing clear notification.

Exceptions to the Right of Withdrawal

The following types of products are not covered by the right of withdrawal:

  • Items made to the consumer’s specifications or clearly personalized.
  • Sealed items that are not suitable for return due to health protection or hygiene reasons, and where the seal has been broken after delivery.
  • Items that, due to their nature, become inseparably mixed with other goods upon delivery.
  • Items where the seal has been broken.
  • Non-financial services that have been fully performed with the consumer’s prior explicit consent, acknowledging that the right of withdrawal is forfeited once the service is fully performed.
  • Delivery of digital content not supplied on a physical medium, where execution has begun with the consumer’s prior explicit consent and acknowledgment that the right of withdrawal is forfeited.
  • Newspapers, periodicals, or magazines, except for subscription contracts.
  • Contracts concluded at a public auction.
  • Items that deteriorate or expire rapidly.
  • Digital products that have been accessed. If a digital product has been downloaded, it is considered used and cannot be returned.

Returns

You must return your order without undue delay and no later than 14 days after notifying us of your withdrawal. You are responsible for covering the direct costs of return shipping. When returning an item, you are responsible for ensuring it is properly packaged. Please include a copy of the order confirmation. The processing of your return will be faster if you also fill out and include our Withdrawal Form.

You bear the risk for the item from the time of delivery until we have received the returned item.
We do not accept packages sent COD (cash on delivery).

Condition of the Item Upon Return

You are only liable for any decrease in the item's value resulting from handling beyond what is necessary to determine the item's nature, characteristics, and functionality. In other words, you may test the item as you would in a physical store.

If the item has been used beyond what is described above, it is considered used, which means that in the case of withdrawal, only part or none of the purchase amount will be refunded, depending on the item's commercial value upon return. To receive a full refund, you must test the product without actually using it.

Reimbursement

If you withdraw from your purchase, you will receive a refund of the amount paid to us.
In case of any depreciation for which you are liable, this amount will be deducted from the refund.

If you exercise your right of withdrawal, all payments received from you, including delivery costs (except for additional costs incurred if you chose a delivery method other than the cheapest standard delivery we offer), will be refunded without undue delay and no later than 14 days from the date we receive notification of your withdrawal.

The refund will be processed using the same payment method used for the original transaction unless otherwise agreed.

We may withhold the refund until we have received the returned item or until you have provided proof of return shipment.