Refund Policy

Effective date: 15 November 2025

Registered company name: Råm ApS

To conduct business as: ROOM

CVR number: 42663697

Address: Tornsbjergvej 34, 7120 Vejle East, Southern Denmark, Denmark.

Telephone: +45 22 78 93 33

Email: hej@raamint.dk

Opening hours: 8:00 - 15:00 (Mon-Fri), (GMT+01:00) Central European Standard Time (Copenhagen)

1. Introduction

AtROOM, our goal is to provide high quality products and a seamless and hassle-free shopping experience for all customers.
If your purchase does not meet your expectations, we are here to help. This refund and returns policy describes your rights and our responsibilities under Danish Consumer Law and EU e-commerce rules.

You are welcome to return eligible items within 14 days, and refunds are processed within 7 weekdays (Mon-Fri) after inspection.

Each return costs DKK 49 in shipping fees.

2. Return period – 14 days

You can return any eligible product within 14 days upon receipt of your order.
To start the return process, you must first contact our support team.

Telephone: +45 22 78 93 33

Email: hej@raamint.dk

We will guide you through the next steps.

3. Refund timeline – 7 business days

Once we have received and inspected the returned item:

• Refund approval email has been sent to you
• Refunds will be issued within 7 weekdays (Mon-Fri)
• The refund will be returned to you original payment method

Depending on your bank or card issuer, it may take longer for the amount to appear on your account statement.

4. Cancellation policy – 12 hours

If you change your mind, you can cancel your order within 12 hours to place it.

• Orders canceled within 12 hours will receive a full refund
• After 12 hours, the order may have already been processed or shipped, so cancellation may not be possible

For cancellations, send an emailhej@raamint.dk immediately.

5. Condition of returned products

To be eligible for return, the goods must:

• Be unused and in original condition
• Has no scratches, marks, stains or visible wear
• Include original packaging (if applicable)
• Includes all accessories, manuals or additional items

If the product comes back to us used or damaged, value deduction may apply according to Danish user protection regulations.

6. Items that cannot be returned

Certain products cannot be returned, including:

• Custom made or personalized items
• Products that have been used, installed or modified
• Items missing parts or packaging
• Digital products or gift cards (if applicable)

7. Costs for return shipping

• Return shipping is the responsibility of the customer
• Original shipping charges are non-refundable
• No refill fee— we do not charge additional handling fees

If your item was delivered damaged or incorrect, we will cover all return shipping costs.

8. Damaged, defective or incorrect product

If your order arrives damaged, defective or incorrect, please notify us within 48 hours of delivery.

Send another email hej@raamint.dk with:

• Order number
• Pictures/videos of the damaged item
• Pictures of packaging and shipping label
• Brief description of the problem

Once confirmed, we offer either:

• A free replacement or in the form of an exchange
• Refund based on the damage.

Claim submitted after 48 hours may not be eligible due to freight claim limitations.

9. Exchange Policy

It is always possible to exchange your goods.

10. Pre-order policy

Sometimes we offer pre-order discounts (eg "Save 20% on pre-order").
For pre-ordered items:

• Your card may be charged at checkout
• You can cancel within the first 12 hours
• After the start of the processing period, the order is final until delivery
• Pre-ordered items follow the same 14-day return period when delivered

11. Non-refundable items

The following items and fees are not refundable:

• Shipping costs
• Customs duties or taxes (if applicable)
• Gift cards or downloadable products
• Depreciation due to customer handling

12. How to start a return

We want your return experience to be simple and stress-free.
Please follow these steps:

Step 1: Contact us first

Send us an email at hej@raamint.dk with:

• Full name
• Order number
• Product name
• Reason for return
• Clear product images (if damaged/defective)

Our team will respond within 24–48 hours.

Step 2: Receive return approval

If your return is eligible:

• You will receive one Confirmation of return authorization
• We deliver correct return address
• We will send packing and shipping instructions
• You will receive any additional instructions that are necessary

Do not ship products without approval. Unauthorized returns may be refused.

Step 3: Pack the item carefully

To avoid damage during transport:

• Use the original packaging whenever possible
• Include all accessories, manuals and parts
• Place the product securely in a protective shipping box
• Wrap fragile items in bubble wrap or padding

We are not responsible for damage caused by poor packaging.

Step 4: Ship the product with tracking

Use any reliable courier that offers:

• Tracking number
• Delivery confirmation

Costs for return shipping are the responsibility of the customer.

Once it's shipped, send us an email tracking number so we can monitor the progress.

Step 5: We receive and inspect the item

Inspection includes checking of:

• The condition of the product
• The completeness of accessories
• Signs of use or damage
• Eligibility under our policy

Inspection typically takes 1–3 working days.

Step 6: Refund issued

If approved, we will issue the refund within 7 weekdays (Mon-Fri) to the original payment method.

13. Delivery delays and back orders

In rare cases, delivery may be delayed due to supplier issues, logistics delays or stock shortages.

If we expect delays:

• You will receive an immediate email update
• You can choose to continue waiting, or
• Request a full refund, which we will process immediately

14. Warranty (Right of complaint – 2 Years)

According to Danish law, you have the right to a 2-year right to complain about manufacturing defects.

This covers:

• Material error
• Production error
• Functional problems not caused by customer abuse

The warranty does not cover:

• Wear and tear
• Accidental damage
• Misuse or incorrect installation
• Damage from water, fire or external factors

If you believe your item has a warranty issue, please contact us with photos and your order information.

15. Contact information

If you have any questions about this refund and return policy, please feel free to contact us:

Registered company name: RÅM ApS

To conduct business as: ROOM

CVR number: 42663697

Address: Tornsbjergvej 34, 7120 Vejle East, Southern Denmark, Denmark.

Telephone: +45 22 78 93 33

Email: hej@raamint.dk

Opening hours: 8:00 - 15:00 (Mon-Fri), (GMT+01:00) Central European Standard Time (Copenhagen)