1. Introduction
At Kheflaxxuth, we want you to be completely satisfied with your purchase. We understand that sometimes products may not meet your expectations or circumstances may change. This Return Policy outlines the terms and conditions under which you may return products purchased from us.
Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms of this Return Policy. If you have any questions, please contact our customer service team before completing your purchase.
This policy applies to all products purchased directly from Kheflaxxuth through our website or in person. It does not apply to custom-made or personalized items unless they are defective or damaged upon arrival.
2. Right of Withdrawal
2.1 Consumer Rights
Under European consumer protection laws and Danish legislation, you have the right to withdraw from your purchase within 14 days of receiving your goods without giving any reason. This is known as the "cooling-off period." The withdrawal period expires 14 days from the day on which you acquire physical possession of the goods.
2.2 How to Exercise Your Right
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by a clear statement. You may use the following methods:
- Send an email to our customer service: reachus@kheflaxxuth.world
- Call us at: +45 22 24 66 11
- Send a letter to: Alstedvej 40, 4180 Sorø, Denmark
Your withdrawal statement should include your name, address, order number, and a clear indication that you wish to withdraw from the contract. You may use the sample withdrawal form below, but it is not obligatory.
2.3 Sample Withdrawal Form
To: Kheflaxxuth, Alstedvej 40, 4180 Sorø, Denmark
I hereby give notice that I withdraw from my contract of sale of the following goods:
- Order number: [Your order number]
- Product(s): [Description of products]
- Ordered on: [Date]
- Received on: [Date]
- Name: [Your name]
- Address: [Your address]
- Date: [Today's date]
- Signature: [Your signature, if sent on paper]
3. Conditions for Returns
3.1 Product Condition
To be eligible for a return, products must be:
- In their original, unused condition
- Free from damage, stains, or signs of use
- In their original packaging with all tags and labels attached
- Accompanied by the original receipt or proof of purchase
- Complete with all accessories, manuals, and components
We reserve the right to refuse returns that do not meet these conditions or to deduct from your refund to account for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
3.2 Non-Returnable Items
The following items cannot be returned unless defective or damaged upon arrival:
- Custom-made or personalized products manufactured according to your specifications
- Products that have been installed, assembled, or modified
- Items that have been used outdoors or exposed to weather conditions
- Products purchased on clearance or final sale
- Gift cards or vouchers
- Digital products or services that have been accessed or downloaded
3.3 Services
Services, including design consultations, installation services, and project work, are generally non-refundable once the work has commenced. If you wish to cancel a service before it has begun, please contact us as soon as possible to discuss available options.
4. Return Process
4.1 Initiating a Return
To initiate a return, please follow these steps:
- Contact our customer service team to notify us of your intention to return
- Receive a Return Authorization Number (RAN) and return instructions
- Pack the items securely in their original packaging
- Include the RAN clearly visible on the outside of the package
- Ship the items to the address provided by our customer service team
Please do not send returns without first obtaining a Return Authorization Number, as this may delay the processing of your return.
4.2 Return Shipping
If you are exercising your right of withdrawal within the 14-day cooling-off period, you are responsible for the cost of returning the goods unless otherwise agreed. We recommend using a trackable shipping service and retaining proof of postage, as we cannot process refunds for items that do not reach us.
For large or heavy items, please contact us for return shipping arrangements. We may be able to arrange collection for an additional fee.
4.3 Return Address
Unless otherwise instructed by our customer service team, please return products to:
Kheflaxxuth
Returns Department
Alstedvej 40
4180 Sorø
Denmark
5. Refunds
5.1 Processing Time
Once we receive your returned item(s), we will inspect them and notify you of the status of your refund. If your return is approved, we will initiate a refund to your original method of payment within 14 days of receiving the returned goods or proof that you have sent the goods back, whichever is earlier.
5.2 Refund Amount
We will refund all payments received from you, including the cost of standard delivery (if applicable). However, please note:
- If you chose a delivery option more expensive than standard delivery, we will only refund the cost of standard delivery
- Return shipping costs are your responsibility unless the return is due to our error or a defective product
- We may deduct from the refund any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods
5.3 Refund Method
Refunds will be issued to the original payment method used for the purchase. Please note that processing times may vary depending on your payment provider:
- Credit/Debit Card: 5-10 business days
- Bank Transfer: 3-5 business days
- Other payment methods: Processing times may vary
6. Exchanges
We are happy to exchange products for a different size, color, or variant, subject to availability. To request an exchange, please contact our customer service team. Exchanges are subject to the same conditions as returns.
If the exchanged product is of higher value, you will be required to pay the difference. If it is of lower value, we will refund the difference to your original payment method.
7. Defective or Damaged Products
7.1 Reporting Defects
If you receive a product that is defective or damaged upon arrival, please contact us immediately, and no later than 48 hours after delivery. Please provide:
- Your order number
- A description of the defect or damage
- Photographs showing the defect or damage
- Photographs of the packaging (for shipping damage claims)
7.2 Resolution Options
For defective or damaged products, we will offer one of the following solutions at our discretion:
- Replacement of the defective product
- Repair of the defective product
- Full refund of the purchase price including delivery costs
We will cover the cost of return shipping for defective or damaged products. In some cases, we may ask you to dispose of the defective item rather than return it.
7.3 Warranty Claims
Many of our products come with manufacturer warranties that may extend beyond the statutory warranty period. Please refer to the product documentation or contact us for information about specific product warranties. Warranty claims are subject to the manufacturer's terms and conditions.
8. Late or Missing Refunds
If you have not received your refund within the expected timeframe, please take the following steps:
- Check your bank account or credit card statement again
- Contact your credit card company or bank, as processing times can vary
- If you have done the above and still have not received your refund, please contact us
9. Special Circumstances
9.1 Gift Returns
If a product was purchased as a gift and shipped directly to you, you may return it following the standard return process. Refunds will be issued to the original purchaser unless they request otherwise.
9.2 Promotional Items
Products purchased during promotional periods or with discount codes are eligible for return, but the refund will reflect the actual amount paid after discounts. Free gifts received with a purchase must be returned along with the main product.
9.3 Bulk Orders
For bulk or commercial orders, please contact us directly to discuss return terms, as special conditions may apply.
10. Changes to This Policy
We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting on this page. The Return Policy in effect at the time of your purchase will apply to that purchase.
11. Contact Us
If you have any questions about this Return Policy or need assistance with a return, please contact us:
Kheflaxxuth
Alstedvej 40, 4180 Sorø, Denmark
Phone: +45 22 24 66 11
Email: reachus@kheflaxxuth.world
Our customer service team is available Monday to Friday, 09:00 to 17:00, and Saturday, 10:00 to 14:00.