Refund policy
Return and refund policy
At Collect Preloved you have a 14-day right of withdrawal when you shop online as a consumer.
The withdrawal period expires 14 days after the day on which you, or a person you have chosen, receive the item.
To exercise your right of withdrawal, you must give us clear notice before the period expires. You can do this via our withdrawal form or by contacting us at:
You do not need to give a reason for exercising your right of withdrawal.
How to return an item
Once you have notified us that you wish to withdraw from your purchase, the item must be sent back to us no later than 14 days after you gave us notice of the withdrawal.
Returns must be sent to:
Collect Preloved
Hillerødgade 2, 3. th., 2200 Copenhagen N
Denmark
We recommend that you send the item with tracking and keep the proof of postage, as you are responsible for the item until we have received it.
Parcels sent cash on delivery or without home/business delivery are not accepted.
You are always welcome to contact us at contact@collectpreloved.dk if you have questions about returns.
Return shipping
When exercising the right of withdrawal, the customer pays for return shipping, unless otherwise agreed.
If we offer or send a return label, the cost of the return label may be deducted from your refund, unless otherwise stated or agreed.
Condition of the item on return
You may examine the item in the same way as you could in a physical shop. If the item has been handled more than necessary to establish its nature, characteristics and functioning, you may be liable for any loss in value.
Please return all parts that came with the purchase together with the item. This may include tags, labels, authenticity card, dustbag, original packaging, receipt, straps, locks, keys or other accessories. Missing parts may be taken into account when assessing any loss in value.
Any deduction for loss in value is assessed individually in each case and explained to you.
Refund
When we have received your return, or proof that the item has been sent back, we process your refund.
We refund the amount to the original payment method without undue delay and no later than 14 days after we received notice of your withdrawal. If you paid by bank transfer, we refund to the account you specify.
We may, however, withhold the refund until we have received the item, or until you have provided proof that the item has been sent back.
We also refund your original delivery costs corresponding to the cheapest standard delivery we offer. If you chose a more expensive delivery method yourself, the additional cost is not refunded.
Please note that it may take some time before your bank or card issuer processes and posts the amount.
If more than 15 business days have passed since we completed your refund and you still have not received the amount, please contact us at:
Damage, defects and complaints
Please examine the item on receipt.
If the item is defective or damaged, or if you have received the wrong item, please contact us as soon as possible at contact@collectpreloved.dk so that we can assess the case and find a solution.
The right of withdrawal and complaints about defects are two different things. If the item has a defect, the case is handled under the rules on complaints.
Sale items
Sale and reduced items can also be returned under the same rules on the right of withdrawal, when the purchase is made online as a consumer purchase.
Gift cards
As a general rule, gift cards cannot be exchanged for cash, unless otherwise required by applicable law.
Exchanges
As a general rule, we do not offer direct exchanges, as our items are pre-owned and typically exist in only one piece.
The quickest way to get a different item is to return the purchased item and then place a new order on the website.
