Return and Refund Policy

Last updated: August 19, 2026

At ARLA FOODS DISTRIBUTION A/S, we want to ensure that you are satisfied with your purchase. This policy explains the conditions, time limits, and procedures for returns, exchanges, and refunds.

1. Return Period

You may request a return within 30 days of receiving your order.

After this 30-day return period has expired, we generally cannot accept a return unless mandatory statutory warranty rights apply.

2. Return Eligibility

To be eligible for a return, the item must:

• be unused and undamaged;

• be in the same condition in which you received it;

• be returned complete and, where possible, in its original packaging;

• include all accessories, instructions, labels, and components;

• be accompanied by the order number or another proof of purchase.

We reserve the right to refuse a return or refund, or to reasonably reduce the refund amount, if the item has been used, damaged, is incomplete, or has diminished in value due to improper handling.

3. Requesting a Return

Before returning an item, please contact us at:

Email: a01097999696@gmail.com

Please provide the following information:

• full name;

• order number;

• name of the item being returned;

• reason for the return;

• photos or videos of the item and packaging, where applicable.

After reviewing your request, we will provide you with return instructions and the valid return address.

Do not return any items without prior authorization. Unauthorized returns may not be accepted, identified, or refunded.

4. Return Address

The valid return address will be provided to you by email after your return request has been approved.

The business address is not automatically the return address. Therefore, please do not send any goods directly to our business address before receiving the appropriate return instructions.

5. Return Shipping Costs

If you return your order due to a change of mind, an incorrect order, or another personal reason, you are generally responsible for the direct return shipping costs.

If you received an incorrect, damaged, or demonstrably defective item, we will cover the reasonable return shipping costs or provide another suitable return solution.

Express shipping costs or other additional shipping services are generally non-refundable, where permitted by law.

6. Items Excluded from Exchange or Return

The following items generally cannot be returned unless they are damaged, incorrectly delivered, or defective:

• custom-made or personalized products;

• items manufactured according to customer specifications;

• perishable goods;

• opened hygiene or personal care products;

• sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been removed after delivery;

• digital content, downloads, or activated software;

• gift cards;

• items damaged through improper use;

• items returned after the return period has expired.

These exclusions apply only to the extent permitted by applicable law.

7. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon receipt.

If the item is damaged, defective, or incorrectly delivered, please contact us as soon as possible at a01097999696@gmail.com.

Please send us:

• your order number;

• a description of the issue;

• photos or videos of the item;

• photos of the packaging and shipping label.

After reviewing the issue, we may offer a repair, replacement, partial refund, or full refund, depending on the circumstances.

8. Exchanges

If you wish to exchange an item, please contact us by email first.

The fastest option is usually to return the original item in accordance with this policy and place a new order after the return has been approved.

A direct exchange depends on the availability of the requested item.

9. Right of Withdrawal for EU Consumers

Consumers within the European Union generally have the right to withdraw from an online purchase within 14 days of receiving the goods without providing a reason, unless a statutory exception applies.

Our voluntary 30-day return period does not limit your statutory rights.

To exercise your right of withdrawal, you must inform us of your decision through a clear statement sent by email before the withdrawal period expires.

After declaring your withdrawal, the goods must be returned within the legally prescribed period.

10. Inspection of Returns

Once your return has been received, we will inspect it.

We will notify you by email whether your return and refund have been approved or rejected.

The inspection is normally completed within 3–5 business days after the return is received.

11. Refunds

Once the return has been approved, the refund will be issued to the payment method used for the original order.

The refund is normally processed within 5–10 business days after approval. Depending on your bank or payment service provider, additional time may be required before the amount appears in your account.

The original standard delivery costs will only be refunded where required by law. Additional costs for express delivery or a more expensive shipping method are non-refundable, where permitted by law.

12. Partial Refunds

A partial refund may be issued if:

• the item shows signs of use;

• parts or accessories are missing;

• the original packaging has been significantly damaged;

• the value has been reduced through handling beyond what was necessary to inspect the goods;

• only part of an order is returned.

Any reduction in value will be determined based on the actual condition of the returned item.

13. Late or Missing Refunds

If you have not yet received an approved refund:

1. First, check your bank or payment account.

2. Then contact your bank or payment service provider.

3. Please note that processing may take several business days.

4. If the refund is still not showing, contact us at a01097999696@gmail.com.

14. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Cancellation is only possible if the order has not yet been processed or shipped. If the order has already been shipped, the standard return procedure must be followed after receipt.

15. Responsibility for Returns

Please use a trackable shipping method for returns where possible and retain the shipping receipt.

We can only process a refund after the returned item has been received by us or at the specified return address. We are generally not responsible for packages lost during return shipping unless otherwise required by applicable law.

16. Statutory Rights

This Return and Refund Policy does not limit your statutory consumer, warranty, or withdrawal rights.

In the event of a conflict between this policy and mandatory statutory provisions, the statutory provisions shall apply.

17. Contact

If you have any questions regarding returns, exchanges, or refunds, please contact us:

ARLA FOODS DISTRIBUTION A/S
Email: a01097999696@gmail.com
Address: Sønderhøj 14, 8260 Viby J, Denmark
CVR: 62384514