Returns and complaints policy of 360 ROADBOOKS

Right to cancel: 

When you make a purchase on our online shop, you have a right to cancel your order within 14 days, during which time you can notify us that you wish to cancel your purchase and return the goods to us. Your right to cancel applies from the day you receive the goods. If the 14-day period expires on a Danish public holiday, a Saturday, Danish Constitution Day, Christmas Eve or New Year’s Eve, the deadline will be extended to the next working day. The right to cancel pre-orders applies from the day you place the pre-order.

Once you have received the goods, they must be handled solely so that you can establish the type of goods and their condition. In other words, if you wish to avail yourself of your right to cancel, the goods must be returned in the same condition as when you received them. The plastic wrapping around books or other products may not be broken or damaged. The goods must be undamaged. Tag and/or labels must remain attached. Returns without prior notification are not accepted. You have to pay the full return shipping costs. The return address is stated below. If you are located outside the EU, please note that any customs duties or fees related to your return will be deducted from your refund. 

If you ordered several products and attained free shipping but decide to return part of the order and the total order value falls below the free shipping threshold, we will deduct the normal shipping rate to your country from your refund.

For complaints about Shipping damage, Missing shipments, Shipping errors and other problems during the shipping of your order, please see the Shipment and delivery policy of 360 ROADBOOKS.

 

Production defects: 

If you received items which were faulty prior to shipment (e.g. printing or production defects), you are eligible for a refund. The amount of the refund will depend on the severity of the defect. I.e. whether the product can still be used or whether the product can be repaired within reason. In certain circumstances (e.g. totally unusable products), we can send you a free-of-charge replacement. In case of less serious production defects, you can refuse a partial refund and request a replacement product free of charge. In this case, we will charge the shipping costs but not the cost of the replacement product.

 

Return of goods:

If you want to return goods for any reason, you must inform us in advance. If you want to return goods for any reason other than errors on our part, you must pay for the full cost of returning the goods to our office address in Denmark.

When you return goods, you should ensure that they are responsibly packed. You are liable for the parcel and goods until we receive them. Save the carrier’s receipt and Track & Trace number (if any).

The absence of the original packaging, damaged wrapping foil, unattached or missing labels and/or tags devalues the product. We recommend returning the goods in the original packaging/plastic wrap to ensure that you receive the maximum refund.

Please send the goods to be returned to:

Forlaget 360 ApS
Auroravej 13
4300 Holbæk
Denmark

When returning goods, please enclose documentation for your purchase. You must enclose a copy of the order confirmation note or substantiate your purchase by other means, e.g., by giving the order number.

NB: We do not accept delivery of parcels in person to the above address. We do not accept parcels sent COD (Cash on Delivery) or on similar terms. We do not accept delivery of returned goods to post offices or other pick-up points.

NB2: If you are located outside the EU, please note that any customs duties or fees related to your return will be deducted from your refund. 

 

Refunds:

It usually takes up to two weeks to process the return. When we have completed this process, we will issue a refund. This can take up to five additional working days.  

In case of refunds due to shipping damage or production defects, we may provide a partial refund of the product’s price, depending on the extent of the damage.

In case of ‘Right to cancel’ returns we refund the price of the product and the shipping costs. This only applies to orders from Europe. We don’t refund the shipping costs to countries outside of Europe. 

In case of missing shipments, refunds are not given before the courier confirms the shipment is missing.

In case of refunds for pre-ordered products, you are eligible for a full refund of your pre-order as long as the order has not been shipped yet.

We reserve the right to withhold the refund until we receive the returned goods.

NB: All or part of your refund will be forfeited if the goods returned are devalued for any of the following reasons:

• You have used the goods.
• The goods were damaged while you were liable for them.
• The plastic wrapping on books or around other products has been damaged or removed while you were liable for them.
• Labels and/or tags have been removed.

Filing a complaint about 360 ROADBOOKS: 

If you are dissatisfied with our products or service, you are welcome to file a formal complaint by writing to info@360roadbooks.com. We promise to take your complaint seriously and respond as soon as possible. We will do our best to find a mutually acceptable solution. If we cannot reach a mutually acceptable solution, we refer to our General Terms of Sale, which specify how dispute resolution is handled and how you can file a complaint with the relevant authorities in Denmark.

Please note that filing complaints via PayPal will greatly increase the time needed to process your refund (the PayPal dispute resolution process takes several weeks) and will give us much fewer options to find a satisfactory solution.