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. We expect you to dispatch the goods as soon as possible after notifying us that you wish to return them. To avail yourself of your right to cancel, you must return the goods no later than 7 days from the day you notified us of this. Returns without prior notification are not accepted and no refund will be issued. Likewise, you are not eligible for a refund if goods are returned to us, because you refused delivery ‘at the door’ or didn’t pick up the goods in the post office or similar pick-up point, unless you have informed us about your wish to return the goods prior to delivery. You have to pay the shipping costs for returning the products yourself.
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, regardless of your chosen shipping option. 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 free of charge replacement product. In this case we will charge the shipping costs (with insurance) and potentially a 6 EUR return fee.
Return of goods:
If you want to return goods to us for any reason, you must inform us at least two business days prior to shipment. If you want to return goods for any reason other than errors on our part during the shipping process,, you must pay for the full cost of returning the goods plus a 6 EUR return fee.
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. To ensure that you receive the maximum refund, we recommend that you return the goods in the original packaging/plastic wrap.
Please send the goods to be returned to:
Forlaget 360 ApS
Ryvej 1
2791 Dragoer
Denmark
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.
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. giving the order number.
Refunds:
It usually takes 14 days 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 under the Right to Cancel, we refund the cost of the product itself, minus a 6 EUR return fee and minus our shipping costs (which can be documented upon request). If you used a coupon code during your purchase, that is subject to commission payments, we will deduct a further 10 EUR from the refund. If you refused to accept delivery of the package and it was automatically returned to us, we will also deduct the return shipping costs.
In case of refunds due to shipping damage or production defects, we may provide a partial refund of the price of the product depending on the extent of the damage and depending on whether your chose shipping WITH or WITHOUT insurance.
Refunds are not possible in case of missing shipments. In this case, a replacement will be sent after the shipment has been confirmed missing by the courier.
We reserve the right to withhold the refund until we receive the returned goods.
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.
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.
The following special terms apply to our Christmas sweaters:
You may try our sweaters to assertain the size, as long as you do NOT damage the foil and packaging, and do NOT remove tags and labels. Do not wear the sweaters longer then absolutely necessary to see if they fit.
If sweaters do not fit in size, a refund will not be given, but we will exchange non-fitting sweaters for another size. You can return non-fitting sweaters to the address stated above (at your own cost). Once the non-fitting sweaters have been received by us, we will generate a special coupon code for you so you can re-order the right size. You will not be charged for the replacement sweater itself, but you will be charged again for the shipping costs plus a 6 EUR return fee. Please avoid devalueing the non-fitting sweaters as described above.
Filing a complaint about 360 ROADBOOKS:
In case 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.
