💌 EXCHANGE & RETURN POLICY

EXCHANGES & RETURNS

We want you to feel confident when shopping at COAX Copenhagen. That’s why we offer a 30-day return policy, giving you extra flexibility beyond standard requirements.

📩 How to Return or Exchange an Item

  1. Download and print our Exchange & Return Form - here.
  2. Fill out the form and enclose it inside the parcel with the items you’re returning.
  3. Ensure proper packaging:
    • All items must be returned in secure packaging that protects both the product and its original packaging, ensuring they arrive back to us in resalable condition.
  4. Use a reliable shipping service for returns.
  5. Direct delivery only:
    • All return parcels must be sent directly to our company address (see below).
    • We do not collect parcels from drop points, parcel shops, or pickup locations. Parcels sent to these locations will not be collected and may be returned to you.

⏳ Return Period

  • We offer a 30-day return period starting from the date you receive your order.
  • If your order includes multiple shipments, the 30-day period starts from the day you receive the final item.

🌍 Returns from Outside the EU

  1. Complete a Proforma Invoice for Customs:
    • Mark an ‘X’ in the ‘Return’ section of the Proforma Invoice.
    • Print three (3) copies of the invoice and attach them to the outside of the return parcel. Download the Proforma Invoice - here.
  2. Avoid Customs Delays & Fees:
    • Incorrect or missing Proforma documentation will result in your parcel being held in customs.
    • Customs will charge a €22.00 handling fee, which COAX Copenhagen will initially cover to release your parcel.
    • The €22.00 fee will be deducted from your refund.

🏷️ Return Address:

CPHagen ApS
Symfonivej 29
2730 Herlev
Denmark

Please note, we do not accept personal visits for exchanges or returns at our company address.

NON-RETURNABLE ITEMS

For health protection and hygiene reasons, certain products cannot be returned if they have been opened, tried on, or if the seal has been broken after delivery. This applies to:

  • Sealed items such as enhancers, gels, oils, scents, nipple stickers, stockings, and similar intimate products.
  • If the hygiene seal is broken, these products will be considered non-returnable and non-refundable.

If a non-returnable item is returned to us despite these conditions, it will not be eligible for a refund. Should you wish to have the product sent back to you, the shipping costs for the return shipment will be your responsibility.

IMPORTANT RETURN INFORMATION

  • We do not accept personal visits for exchanges or returns at our company address.
  • All return parcels must be sent directly to our address (see return address above):
    • We do not collect parcels from Parcel boxes, Post offices, Parcel shops or similar pickup locations.
    • We do not accept parcels sent as ‘Cash on Delivery’ (COD) or parcels requiring signature collection from drop-points.

Our Recommendation: To ensure safe delivery, we recommend shipping your return as an insured package with home or company delivery directly to our address.

CONDITION OF RETURNED PRODUCTS

To qualify for a full refund, all returned items must be in the same condition as when you received them. You are welcome to inspect and try on the products, but please ensure this does not affect their resale value.

Hygiene Guidelines for Returns

👙 Panties, bodysuits, and similar items:

  • These must be tried on over your own underwear.
  • Failure to follow this guideline may result in the item being considered unsellable, which could lead to a reduced refund or, in some cases, no refund at all.

🧦 Stockings, socks, and similar products:

  • For hygiene reasons, unpacked hosiery cannot be refunded unless they remain unused and in their original, unopened packaging.

Original Packaging Requirement

  • All products must be returned in their original packaging.
  • Missing or damaged original packaging may result in a reduction in the refund amount due to loss of resale value.

Important Notice on Hygiene and Return Eligibility:

Due to the intimate nature of our products, we must be strict when assessing returned items. Any signs of body marks, hygiene traces, hair, or other traces of bodily contact will result in the return being dismissed.

We strongly recommend that you thoroughly inspect the item before returning it to ensure it meets our hygiene standards.

This policy is in place because no one wishes to receive lingerie and underwear that others may have worn, and we are committed to providing our customers with products of the highest hygiene and quality standards.

REFUNDS & REIMBURSEMENTS

Once we have received and inspected your return, you will be refunded the full amount paid for the item, excluding delivery costs, within 14 days.

Important Refund Information:

  • If the item shows signs of use or has been impaired, a deduction will be made corresponding to the loss of resale value.
  • All refunds will be processed using the same payment method used for the original purchase. This is done for security reasons and cannot be changed.
  • Please note: We do not issue gift vouchers for returns. The refund will always be transferred directly to your account.

REFUND POLICY FOR ORDERS PAID WITH GIFT CARDS

  • Refunds for purchases made with a gift card will be returned to the gift card.

  • Refunds for Combined Payments (Gift Card + Credit Card):

    If you paid using both a gift card and a credit card, any refund will be processed in this order:

    1. The portion paid with the gift card will be refunded to the gift card first.
    2. If the refund amount exceeds the value of the gift card portion, the remaining balance will be refunded to the original credit card.

This process ensures that refunds are returned to the original payment methods in line with our store policies and security practices.

FAULTY GOODS & WARRANTY

At COAX Copenhagen, we comply with the Danish Sale of Goods Act, which provides a 24-month warranty on all purchases.

This means that if your product has a defect, depending on the specific circumstances, you may be entitled to:

  • Repair of the item
  • Replacement with a new item
  • Partial refund
  • Full refund of the purchase amount

The warranty only applies if the claim is justified, meaning the defect must not be due to:

  • Incorrect use of the product
  • Improper handling
  • Other forms of misuse

Important Information About Warranty Claims:

  • If you discover a defect, you must notify us within a reasonable time.
  • A claim made within two months of discovering the defect will always be considered timely.

📩 How to Submit a Warranty Claim:

  1. Contact us at sales@coaxcopenhagen.com
  2. Describe the issue in as much detail as possible and attach pictures.
  3. When returning the product, please ensure:
    • It is securely packaged - preferably in the original packaging.
    • Always obtain a receipt for dispatch, as we will refund reasonable shipping costs if the claim is valid.

💬 COMMUNICATION & A RESPECTFUL TONE

At COAX Copenhagen, we believe that great experiences go beyond just the products we offer. They’re also about the conversations and connections we have with you. Our customer care team is here to help with any questions or concerns you might have, and we always aim to provide support that feels personal, friendly, and professional.

To make sure every interaction is as positive and helpful as possible, we kindly ask that all communication between our customers and our team is kept respectful and friendly – even when things don’t go as planned. A polite and understanding tone helps us help you faster and more efficiently, making the entire experience smoother for everyone.

We understand that questions, returns, or unexpected issues can sometimes be frustrating, and we’re here to support you every step of the way. However, we also believe that kindness and respect create the best conditions for finding solutions together. For this reason, COAX Copenhagen reserves the right to refuse service or cancel orders if communication falls short of these standards. While it’s rare, we want to be clear that we do not tolerate threatening behavior or disrespectful language toward our team.

By choosing to shop with us, you’re not just supporting our brand - you’re also becoming part of a space where positive dialogue, mutual respect, and great vibes are key.

Because, at the end of the day, good conversations and understanding create the best experiences for all of us 💕

February 2024