Refusionspolitik

Return & Refund Policy

We want you to be happy with your order. Below are your rights and the steps to return, cancel, or get a refund. Because we ship within the European Union, the statutory 14-day right of withdrawal under the Consumer Rights Directive (2011/83/EU) applies to your purchase. Where anything in this policy would give you less than the law requires, the law applies.

Your 14-day right of withdrawal (EU)

When you buy from us online, you have the right to cancel your order within 14 days without giving any reason.

  • The 14-day period runs from the day you (or someone you nominate, other than the carrier) receive the goods. For an order delivered in several parts, it runs from the day you receive the last item.
  • To withdraw, tell us your decision by a clear statement before the 14 days are up — log in at account.nepsto.dk, open your order and submit a request, or email us at contact@nepsto.dk. You may use the model withdrawal form at the end of this policy, but you don't have to.
  • After telling us, you then have 14 days to send the goods back.

You do not lose this right just because you have opened or tried the item. You are only liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning and we may deduct a corresponding amount from your refund.

Cancelling before dispatch

You can cancel an order at any time before it has been fulfilled. If we approve the cancellation, you receive a full refund, including any shipping you paid.

Refunds

If you withdraw or return an eligible item, we refund you as follows:

  • We refund all payments you made, including the cost of standard delivery (the outbound shipping you paid at checkout). If you chose a more expensive delivery option than our standard one, we refund the standard amount only, not the extra surcharge.
  • We issue your refund within 14 days of being informed of your decision to withdraw. We may hold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever happens first.
  • We refund to your original payment method, at no cost to you.
  • It can take additional time for your bank or card provider to post the refund once we've issued it. If more than 15 business days have passed since we confirmed your refund and you still don't see it, contact us at contact@nepsto.dk.

Returning your item

  • Items must be sent to: Frederikssundsvej 321 st., 2700 Brønshøj.
  • Please request a return first (via account.nepsto.dk or contact@nepsto.dk). Items sent back without a prior request cannot be processed.
  • You are responsible for the direct cost of return shipping. (We're telling you this up front, as required, which is why the cost falls to you.) The exception is faulty, damaged or incorrect items — see below — where we cover the return cost.

Damaged, defective or wrong items

Please check your order on arrival and contact us at contact@nepsto.dk as soon as possible if anything is defective, damaged, or not what you ordered. We'll evaluate the issue and make it right at no cost to you, including return shipping. This is separate from, and in addition to, your 14-day withdrawal right and your statutory rights to a remedy for faulty goods.

Items the 14-day withdrawal right does not cover

By law, the right of withdrawal does not apply to certain goods:

  • Perishable goods that may deteriorate or expire quickly, such as food, drinks, flowers or plants.
  • Custom or personalised products, such as special orders made to your specification.
  • Sealed goods that can't be returned for health or hygiene reasons once unsealed — for example beauty and personal-care products. While they remain sealed, they can still be returned.
  • Hazardous materials, flammable liquids or gases.

If you're unsure whether your item qualifies, get in touch before ordering and we'll confirm.

A note on discounted items: items bought on sale are covered by the 14-day withdrawal right. A "sale" or "final sale" label does not remove your statutory right to withdraw.

Exchanges

The quickest way to get a different item is to return the one you have and, once the return is accepted, place a new order for the item you want.

Gift cards

Gift cards are non-refundable except where required by law.

Questions

Contact us any time at contact@nepsto.dk.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Nepsto, Frederikssundsvej 321 st., 2700 Brønshøj — contact@nepsto.dk

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Ordered on / received on: ____________________
  • Order number: ____________________
  • Name of consumer(s): ____________________
  • Address of consumer(s): ____________________
  • Date: ____________________
  • Signature (only if this form is notified on paper): ____________________