Refund Policy

Since bottlehero.dk is not the contracting party, all claims must be made directly through the seller of the product. You can see who your contracting party is on your order confirmation. Alternatively, you can contact us, and we will connect you with your contracting party.

Your purchase is covered by the Danish Sale of Goods Act, including rules regarding defects. This means that you may be entitled to have a defective item repaired or replaced, receive a refund, or get a price reduction, depending on the specific situation. Of course, this requires that the complaint is justified and that the defect has not arisen due to incorrect use of the product or other damaging behavior.

A complaint case is between you and the seller. We help facilitate contact but are not liable for product defects. You must contact us and submit your complaint within a “reasonable time” after discovering the defect. We recommend doing this as soon as possible.

You can file a complaint by emailing us at info@bottlehero.com or using the contact form on our website.

Depending on the situation, you will receive further instructions. When returning a product, please describe the issue as thoroughly as possible.

If the complaint is justified, we will reimburse reasonable shipping costs. Otherwise, you are responsible for all shipping costs, including the return shipping fee after inspection. We may also charge up to DKK 150 for inspecting the product.

Please remember to always return items in proper packaging and obtain a receipt for the shipment. You are responsible for the package/items until we receive them. Be sure to keep the shipping receipt and any track and trace number.

Note: We do not accept parcels sent cash on delivery (COD) or similar.

14-Day Right of Withdrawal

When shopping online at www.bottlehero.com, you generally have a 14-day right of withdrawal, allowing you to notify us that you wish to cancel your purchase and then return the product. The right of withdrawal is handled by your contracting party. We simply provide a return label.

The withdrawal period begins on the day you receive the item. If the deadline falls on a public holiday, Saturday, Constitution Day (June 5), Christmas Eve, or New Year's Eve, it is extended to the next working day.

After receiving the item, you may only handle it in a way necessary to determine its nature, characteristics, and how it works.

To exercise your right of withdrawal, you must clearly notify us no later than 14 days after receiving the item.

If the withdrawal period has expired and you refuse delivery or fail to pick up the item from a parcel shop, you are still liable for the purchase. For example, this applies if your right of withdrawal has expired for a subscription. If the item is returned, you will be charged shipping costs for resending it.

Returns

If you cancel your purchase, the item must be returned to the store that originally shipped it.

When returning, make sure the item is securely packaged. You are responsible for the goods until they are received by the store. Always save the receipt and tracking number.

IMPORTANT: We expect you to send the goods as soon as possible after notifying us of the cancellation, and no later than 14 days after exercising your right of withdrawal.

Note: We do not accept parcels sent cash on delivery (COD).

Please include a copy of your order confirmation or other proof of purchase.

Condition of the Item When Returned

You are only liable for any depreciation in the item’s value caused by handling other than what is necessary to determine the item's nature, characteristics, and function. In other words, you may try the item as if you were in a physical store, but you may not use it.

If the item has been used beyond what is described above, we consider it used, which means you may only receive a partial refund—or none at all—depending on the item’s resale value.

Refunds

When we receive the returned item, we will inspect it and issue a refund for the amount you paid. If you cancel your purchase, you will receive a refund for the amount you paid to us. If the item’s value has been diminished due to your handling, this amount will be deducted from the refund.

If you use your right of withdrawal, we will refund all payments received from you, including delivery costs (except any additional costs incurred due to your choice of a delivery method other than the cheapest standard delivery we offer), without undue delay and no later than 14 days from the day we received your returned item.

The refund will always be issued to the same payment method used for the original purchase. For example, if you paid by card, the refund will be made to the same card. Missing original packaging may reduce the refund value, so to ensure a full refund, we recommend returning the item in its original packaging.