Cancellations & returns
RIGHT OF CANCELLATION
Except for made-to-order products, private persons have the right to cancel within 30 days without stating reasons unless the goods are on sale. The cancellation right for goods on sale is 30 days.
The cancellation deadline shall be 30 days from the day on which you or a third party appointed by you, have or has taken possession of the last goods (14 days for goods on sale).
If you have ordered more items in one order and we are not able to deliver the goods at the same time, the right of cancellation runs from the time where you or another person of your choosing has the last goods in physical possession.
If the deadline expires on a national holiday, Saturday, Christmas Eve, or New Year's Day, the deadline is extended to the following business day.
Notwithstanding the above or anything herein to the contrary, made-to-order products cannot be exchanged or returnedOrders for made-to-order products cannot be cancelled after 48 hours of placing the order as the customized item will already be in the production stage.
As a rule, the right of cancellation only applies if the entire purchase is returned. However, we offer the possibility for you to return you purchase partially, i.e. if you bought a Wire Basket and a Plant Box and you wish to keep the Wire Basket but return the Plant Box. The procedure and terms are the same as when you cancel the entire order. However, in the case of partial cancellation, the freight charges will not be refunded.
How to make use of your right of cancellation
You can cancel the order by noticing us thereof. Please contact us via e-mail or telephone letting us know that you want to return:
Telephone: +45 7022 7523
You cannot use your right of cancellation by refusing to accept the goods at delivery, or by omitting to collect it, without at the same time letting us know that you wish to return.
If you do this, we will immediately acknowledge the reception of your cancellation via e-mail.
The deadline for cancellation is kept if you notice us of the cancellation before the time limit expires.
Return of the goods and return costs
If you have cancelled an order, you must send or deliver the goods to:
ferm LIVING Inc.
1860 Renaissance Blvd
without unnecessary delay and at the latest 30 days after you notice us of your cancellation. The time deadline is kept if you return the goods before the expiry of the 30 days.
The goods cannot be sent COD or without distribution.
Postage as well as any other expenses in relation to returning such as secure packaging must be paid by you, the customer. If a package is not picked up, we reserve the right to deduct the costs incurred by us from the purchase price before reimbursement. Please, be aware that some carriers charge a fine if the package is not picked up.
Upon return, you are responsible for wrapping the goods securely. You hold the risk of the goods as of delivery. You are responsible for the arrival of the package at our warehouse. We recommend using track and trace so that you may follow the shipment.
The return costs in US until 10 kg are expected to be no more than 30 USD if the goods are sent as a package. See more at UPS, Fedex or US Postal service
Some goods cannot – due to their size – be sent by regular mail and will instead have to be returned via a special carrier. This goes for the most furniture such as shelving systems, desks, tables, side tables, chairs, sofas, daybeds, etc.
The cost of return with a special carrier usually starts at 60 USD. The return cost depends on the goods' weight and volume, as well as the distance. Typically, there is a fixed price per mile. Please note that there may be a difference in price according to the chosen carrier. You can get offers on the price for returning your goods by contacting a carrier.
When you use the right of cancellation for the entire purchase, we refund all payments from you, including any standard freight charges (no return costs). However, if you choose a more expensive form of delivery than our standard delivery, we will not refund any additional costs associated with the more expensive form of delivery.
By partial cancellation, we don’t refund the freight charges.
We refund the amount without undue delay and in any case no later than 14 days from the date of receiving your notice. However, we reserve the right to hold the return payment until we have received the goods you returned, or you have presented documentation confirming that you have returned the items before we have received them.
We can withhold the reimbursement until we have received the refunded items or you have sent documentation proving the return of the products.
We will complete such compensation via the same means of payment as you used for the original transaction (including gift cards). In any case, you will not be charged any fees as a consequence of the reimbursement.
Trying the goods and packaging
You are only liable for any possible decrease of the items’ value caused by the handling of the goods other than what is necessary to determine the character and features of the goods, as well as the way it works. You may examine the goods in the same way as one can and may in a physical store, but you may not start using it, e.g. by removing any stickers or hang tags. If you have used the goods in a way that is not allowed in a physical store, causing that we cannot resell it or sell it at full price again, you must expect us to deduct the decrease of value from your reimbursement. If the goods no longer have market value, we will not reimburse your purchase.
Lacking original packing may constitute a decrease in value so to be certain to get a full refund it is recommended to return the goods in original packaging.
Furthermore, you should make sure that the goods are safely wrapped when returning it. You are responsible for the package/the goods until we receive them. Save the receipt of sending as well as track and trace number, if possible.
You can make your claim with 24 months from time of delivery by addressing us at firstname.lastname@example.org or +45 70 22 75 23. You must, however, always make your claim within "reasonable time" upon discovering the defect. We recommend that you file your complaint as soon as possible and within 2 months after noticing the defect.
If you need to report a problem with a product, you can do so here by using our product claim form. If you need to report more than one product, please fill out one form per product. The product(s) in question must have been purchased in the official ferm LIVING webshop. If the product(s) was purchased at one of our retailers, please contact the point of purchase directly.
Please follow this link to our product claim form:
Once the product claim form has been filled out and sent through via the link, we will get back to you within 3 business days. Should you have any questions regarding the claim process, please contact our Customer Service Team at email@example.com.