Information regarding complaints
If you wish to make a complaint regarding your purchase, please contact CIHA. If we do not succeed in finding a solution, you can submit a complaint to the Danish Dispute Resolution Centre, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can complain to the Danish Dispute Resolution Centre via www.forbrug.dk.
The EU Commission’s online complaints portal can also be used to file a complaint. This is particularly relevant for consumers residing in another EU country. Complaints can be submitted here – http://ec.europa.eu/consumers/odr/. When submitting a complaint, you must provide our email address: firstname.lastname@example.org.
Damage incurred in transit
In the event of damage that has occurred during transport, we encourage you to report this immediately to the carrier and also to CIHA, as we are liable for any defects occurring during transport.
If the parcel is visibly damaged upon delivery, it is a good idea to either refuse to receive the delivery or make sure to state on the delivery note that a reservation is made for the delivery in the event of damage to the item resulting from transport.
If you are unsure, contact CIHA. If you discover transport-related damage after delivery, you must notify us within a reasonable time frame in cases where the value of the item is depreciated as a result of the damage.
In the case of agreed rebates, returned items, or cancelled orders of prepaid items, you will of course receive the amount you paid to us back. In the event of any decrease in value for which you are liable, this will be deducted from the purchase amount.
If you exercise your right of withdrawal, we will refund all payments received from you, including shipping costs (except additional costs incurred as a result of your own choice of a delivery method other than the cheapest standard delivery method we offer), without undue delay and in any circumstance no later than 14 days from the date on which we receive notification of your decision to withdraw from this agreement. We will make such a refund using the same means of payment that you used for your original transaction, unless you have expressly agreed otherwise.
We can withhold payment until we have received the item, unless you have previously provided documentation that you have returned it.