EXCHANGE & RETURN POLICY

- I’d like to exchange my item for another size or model. What do I do?

If you’d like to exchange your item for another size or model, then please print and complete our Exchange/Return form. Please ensure that when you fill out the form, you carefully write the item no of the item that you wish to return to us; and the item no of what you’d like to receive instead. The completed form must be enclosed in your return parcel. Please remember to write your order no on the Exchange/Return form so that we can find you in our system. 
We pay the shipping costs for the 1st exchange (i.e. shipping from us to you, not from you to us), that is, if you exchange for another size or item.
If the item needs to be exchanged more than once, then you’re reliable for the shipping costs both ways. We’ll send you a payment link, where you can easily pay for the shipping costs.

- The item that I want to exchange to is more expensive than the original item that I bought. What do I do?

If the costs of item that you wish to receive in exchange is more expensive than the original item that you received and paid for, then you need to pay the difference. Once we receive your exchange parcel, we’ll send a payment link to your e-mail – here you click on the link and pay by credit/debit card or PayPal.

- The item I want to exchange to is cheaper than the original item that I bought. What happens to the difference?

If the item that you wish to receive in exchange is less expensive that the original item that you have already received and paid for, then we’ll refund the difference to the credit/debit card or PayPal account that you used for the purchase. This will be done in connection with us shipping the exchange to you.

- I’ve shipped my item for exchange. When will I receive the new item?

We’ll ship your exchange within 1-7 days (if the desired item is in stock). You’ll receive an e-mail from us with your tracking information once the parcel has been shipped.

- To which address should I ship my exchange/return parcel?

Our return address is: 

CPHagen ApS 
Symfonivej 29 
2730 Herlev

Denmark
  
Please note! We do not accept customers or personal exchanges / returns at the address and we do not collect return parcel from parcel boxes, post offices or the like – the parcel must be sent directly to the above address. In addition, we do not receive parcels sent as ‘cash on delivery’.

- What do I do if I regret my purchase?

If you regret your purchase, you can return the item to us within 30 days of receipt. When returning an item, it must be unused, and in it’s original packaging. We kindly ask you to enclose a copy of the order confirmation, as well as, completing our Exchange/Return form, which you’ll find here.

We do not refund the return shipping costs.

- I’ve sent my item back. When will I receive my refund?

We process exchanges and returns twice a week, so it will typically take 2-5 days for your money to be returned to your card, from the time of us receiving the parcel.

- I received the wrong item. What do I do?

If, we by mistake, have shipped you a wrong item, please notify us immediately so that we can correct the error.

- My item is faulty. What do I do?

If you have been so unlucky to receive a faulty item, please then contact our customer service team at sales@coaxcopenhagen.com, provide your order no and describe the fault. The customer services team will then assess how best to handle the complaint.

 

Feb 2020