Refusionspolitik

Return Policy

Pontoppidan Art accepts returns for defective products only.

What qualifies as a defective product:

  • Items damaged during shipping
  • Manufacturing defects or quality issues
  • Wrong item sent
  • Items that do not match the description on our website

What does NOT qualify for returns:

  • Change of mind
  • Color, size, or style expectations not met
  • Personal preference changes
  • Items that do not match your interior decor
  • Non-defective products

Custom-Made and Personalized Products:

Custom-made artworks, products made according to customer specifications, or items with a clear personal touch are non-refundable and non-returnable unless defective or damaged during shipping.

How to Report a Defective Product

If you receive a defective product, you must report it within 14 days of receipt.
To file a return claim:
  1. Email us at cpv@pontoppidanart.com within 14 days
  2. Include your order number
  3. Provide clear photos showing the defect or damage
  4. Describe the issue in detail
We will review your claim and respond within 2-5 business days with instructions for return or replacement.

Return Shipping Costs

For defective products shipped within Denmark:
  • Pontoppidan Art will cover reasonable return shipping costs
  • We will provide return shipping instructions after your claim is approved
For international returns (outside Denmark):
  • Customer is responsible for return shipping costs
  • Return shipping costs typically range from 700-3,000 DKK depending on location, package weight, and shipping zone
  • You must contact us at cpv@pontoppidanart.com BEFORE returning any international order to receive return authorization and shipping instructions
  • We strongly recommend purchasing shipping insurance for return shipments
Important: You are responsible for proper packaging and ensuring the item is protected during return transit. We are not responsible for items damaged during return shipping if improperly packaged.

Return Process

Once your return claim is approved:
  1. Pack the item securely in its original packaging (if possible) or equivalent protective packaging
  2. Include a copy of your order confirmation
  3. Ship to the address provided in our return authorization email:
    Pontoppidan Art
    Vestre Ringgade 212, 1 tv
    8000 Aarhus C
    Denmark
  4. Send us the tracking number once shipped
  5. You must return the item within 14 days of receiving return authorization
You bear the risk of the item during return shipping until we receive it.

Restocking Fee

A 20% restocking fee may apply if:
  • The returned item shows signs of use beyond what is necessary to inspect the product (e.g., testing how it looks on your wall)
  • The item has been handled in a way that reduces its resale value
  • Packaging has been damaged or discarded
The restocking fee does NOT apply to:
  • Items damaged during shipping (with proof)
  • Manufacturing defects confirmed by Pontoppidan Art
  • Items we sent in error

Refund Process

Timeline:
  • Once we receive and inspect your returned item, we will notify you within 5 business days
  • If your return is approved, your refund will be processed within 14 days
  • Refunds are issued to the original payment method used for purchase
Refund amount:
  • Full purchase price (minus any applicable restocking fee)
  • Original shipping costs are NOT refunded unless the item was defective or sent in error
  • Return shipping costs are NOT refunded (except for defective items shipped within Denmark)
If a restocking fee applies:
  • We will deduct the 20% restocking fee from your refund
  • You will receive an email explaining the deduction before the refund is processed

Exchanges

Pontoppidan Art does not offer product exchanges.
If you receive a defective product, we offer:
  • Repair (if possible and appropriate)
  • Replacement with an identical item (subject to availability)
  • Full refund (including original shipping for defective items)
If you wish to purchase a different product, you must:
  1. Return the defective item for a refund (following the process above)
  2. Place a new order on our website
Alternative: We may offer store credit on a case-by-case basis for non-defective items. Contact us at cpv@pontoppidanart.com to discuss options.


Inspection of Products Upon Delivery

You have the right to inspect the product upon delivery to verify:
  • The item matches your order
  • The item is not damaged
  • The quality meets the description on our website
You may handle the product as you would in a physical store (e.g., carefully removing it from packaging, holding it up to see size and color).
You may NOT:
  • Hang the artwork on your wall with nails/hooks
  • Remove protective coverings or seals (beyond what's necessary for inspection)
  • Expose the artwork to direct sunlight, moisture, or other conditions that may affect its condition
  • Use the product in any way that reduces its resale value
If you use the product beyond inspection, it is considered "used" and you will only receive a partial refund or no refund, depending on the reduction in the item's resale value.

Items NOT Eligible for Return (No Right of Withdrawal)

The following items are NOT eligible for return under any circumstances (except if defective):
  1. Custom-made products made according to your specifications or with a clear personal touch
  2. Sealed goods (for health or hygiene reasons) where the seal has been broken after delivery
  3. Limited edition prints that have been numbered and signed specifically for you
  4. Digital content (if applicable) where delivery has begun with your prior consent
  5. Items with broken seals or protective coverings removed beyond what's necessary for inspection
  6. Goods that deteriorate quickly or become obsolete

International Customers - Important Notice

Shipping costs for international returns can be significant (typically 700-3,000 DKK depending on your location and package size).
Before purchasing, we strongly recommend:
  • Reviewing all product details, measurements, and images carefully
  • Contacting us at cpv@pontoppidanart.com with any questions
  • Understanding that you will be responsible for return shipping costs if the item is defective
If you are located outside Denmark:
  • You MUST contact us before returning any item
  • Returns sent without prior authorization may not be accepted
  • We reserve the right to refuse returns that arrive damaged due to improper packaging

Your Rights Under Danish Law

Right of Complaint (Reklamationsret): Under the Danish Sale of Goods Act, you have a 2-year right of complaint for defects in materials and/or manufacturing.
This right allows you to:
  • Have the item repaired
  • Have the item exchanged
  • Receive a price reduction
  • Receive a full refund
The specific remedy depends on the nature of the defect and what is reasonable in the situation.
The right of complaint does NOT cover:
  • Damage caused by incorrect handling, storage, or use of the product
  • Normal wear and tear
  • Damage caused during return shipping (if improperly packaged)
You must report defects within a reasonable time after discovering them. We recommend reporting any defects immediately.
For more information about your consumer rights, visit:

Contact

If you have any questions about our return policy or need to report a defective product:
Email: cpv@pontoppidanart.com
Phone: +45 25717821
Address:
Pontoppidan Art
Vestre Ringgade 212, 1 tv
8000 Aarhus C
Denmark
We aim to respond to all inquiries within 2-5 business days.

Filing a Complaint

If you are not satisfied with how we handle your return or complaint, you can file a complaint with:
Center for Complaint Resolution (Nævnenes Hus)
Toldboden 2
8800 Viborg
Denmark
Website: https://naevneneshus.dk/
EU Residents:
You can also file a complaint through the EU Commission's Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr/
Our email for complaints: cpv@pontoppidanart.com
Last updated: October 29, 2025