Cancellations & returns
YOUR RIGHT TO CHANGE YOUR MIND AND CANCEL
You have the right to change your mind and cancel your order for any products (other than products which are clearly personalised or made to your specification) within 14 days of the date on which the products are delivered. If you place one order for several products and the order is split into separate deliveries, then the 14 days will start from the day after the last product is delivered to you. If the 14-day deadline expires on a public holiday in the UK or Denmark, the deadline is extended to the following business day.
You can change your mind and cancel the whole of your order, or just a part of it. The procedure and terms are the same as when you cancel the entire order, however, in the case of partial cancellation you will not be refunded any shipping costs.
You can notify us of your intention to change your mind and cancel your order by emailing us at webshop@fermliving.com or telephoning us on +45 7022 7523. You may, but do not need to, use the model withdrawal form shown below:
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For the attention of ferm LIVING ApS, of Kuglegaardsvej 1-5, 1434 Copenhagen K, Denmark, email address webshop@fermliving.com:
I/we (*) hereby notify you of my/our (*) withdrawal from the contract relating to the sale of goods (*) below:
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of the consumer(s) (only in case of notification of this form on paper):
Date:
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You must then return the products to us as soon as possible, and must send them off within 14 days of the date on which you notified us of your intention to cancel the contract. For all products returned (which includes furniture and larger products), you will be required to bear all costs of the return shipment of your products to:
ferm LIVING
C/O DSV Solutions A/S
Mossvej 27
Port 682-696
8700 Horsens
Denmark
Please note: The return parcel must be shipped with ‘door to door’ delivery. Return parcels delivered to parcel shops cannot be processed and will be returned to sender.
You should obtain and keep proof of shipment. If you don’t do this and we don’t receive the products at all or within a reasonable time we won't refund you the price.
You must return the products in the same condition that you received them, with all original packaging. We reserve the right to make deductions from your refund for products which are not returned in a resaleable condition. You must book the return shipment as DDP and you are responsible for paying all the associated costs related to the return shipment as any other expenses in relation to returning the products such as secure packaging. If you do not pay the shipping / transport costs in full and as a result we have to make any payments for the return of the products, we reserve the right to deduct the costs incurred by us from the amount reimbursed to you.
Refunds
When you use the right of cancellation for the entire purchase, we refund you the price of the products, plus the cheapest available delivery charges. For example, if you choose a more expensive form of delivery than our standard delivery, we will not refund any additional costs associated with the more expensive form of delivery. We will not refund any delivery charges for partial cancellations.
We will refund you either within 14 days of:
- our receipt of the products from you, or
- the date on which you notified us that you want to withdraw from the contract, if you can provide us with evidence that you have sent the products back to us.
We will refund you via the same means of payment as you used for the original transaction unless you have explicitly agreed to something else. In any case, you will not be charged any fees in connection with the refund.
FAULTY PRODUCTS
If you think there is something wrong with your product, please register your claim using our claim form and we will get back to you as soon as possible. If the claim is accepted, we will offer you a refund or a replacement.
At ferm LIVING, we proactively work to get responsibility and a sustainable mindset into the core of our business. When your claim with ferm LIVING is approved, we kindly ask you to hand over the faulty item to your local recycling center. By doing so, you are helping us save CO2 from shipping. In some cases, we’ll arrange a pickup of the claimed product. If this is the case, we’ll arrange this in cooperation with you as a customer. We thank you for your cooperation.
We must provide you with products that are as described to you on our website, are in accordance with these terms and that meet all of the requirements imposed by law.
The Consumer Rights Act 2015 says that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your products are faulty, then you can get a refund.
Up to six months: if your products can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back.