Right of withdrawal

As a consumer you always have the right to withdraw from a purchase bought on CPH’s webshop without reason within 14 days.

The withdrawal period will expire 14 days after the date on which you or a third party indicated by you (other than the carrier), acquires physical possession of goods. If you have purchased multiple goods in an order, you can choose to withdraw from the purchase of some or all the goods.

If you purchased multiple goods in one order, and these cannot be delivered at the same time, the withdrawal period will be calculated from the date on which you or a third party indicated by you (other than the carrier) acquires physical possession of the last goods.

If the deadline expires on a public holiday, Saturday, Constitution Day ("Grundlovsdag"), Christmas eve or New Year's Eve, the deadline is extended to the following weekday.


Exemptions to the right of withdrawal

Please note that there are certain goods for which the right of withdrawal does not apply, for example:

  • Sealed goods that are not suited for return due to concerns for public health and hygiene, and where the seal has been broken after delivery. This applies, among other things, to certain cosmetic products, including make-up. If you break the sealing, you lose your right of withdrawal.
  • Alcoholic beverages, where the price was determined when the purchase contract was entered, and where delivery takes place after 30 days, and where the actual value depends on the market circumstances, over which Heinemann has no control.

How to excercise your right of withdrawal

1) Notify Heinemann about your wish to withdraw from your purchase

To exercise the right of withdrawal, you must send an email or a letter to Heinemann in which you write that you wish to withdraw from your purchase. You may use the standard withdrawal form below, but it is not mandatory.

Email: customerservice@heinemann-retail.dk

Letter: Gebr. Heinemann Retail, Vestvej 6, 2770 Kastrup, Denmark.

The withdrawal deadline is met if you send your notice of withdrawal before the withdrawal period has expired.

If you have chosen to pick up goods in one of the selected TAX FREE shops and you do not pick up the goods within the deadline determined by Heinemann, this will be considered as an exercise of your right of withdrawal.

2) Returning the goods to Heinemann

When you have notified Heinemann of your withdrawal from your purchase, you must return the goods by carrier to Heinemann. You will find the address in the order confirmation as well as on the return label in the package.

You must return the goods without undue delay and in any event no later than 14 days from the day on which you notified Heinemann of your withdrawal from your purchase. The deadline is met if you return the goods before the period of 14 days has expired.

  • The goods must be packaged properly and in original wrappers. Lack of original packaging may be a depreciation, so we recommend that the goods be returned in original packaging. You can use the box, your purchase was delivered in.
  • Remember to fill out the return form, which you find in the package.
  • Return of the goods is free of charge when you use the return label, which is included in the package from Heinemann.

The return label is then attached to the package with the return goods and the package is delivered to the post office.

You are liable for the package until it is received by Heinemann. It is therefore recommended that you keep the post office receipt as proof of your delivery of the package to the post office.

3) Confirmation and reimbursement

When Heinemann has received the goods, you will receive an email confirmation. Heinemann will reimburse all payments received from you without undue delay, and in any event not later than 14 days from the day on which Heinemann is informed about your decision to withdraw from this contract.

Heinemann will make the reimbursement using the same means of payments as you used for the initial transaction. In any event, you will not have to pay any fees because of such reimbursement.

Heinemann may withhold reimbursement until it has received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

Please note: You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods. You may therefore examine the goods in the same way, as one can and may in a store, but you may not bring the goods into use.

You can read more about your right of withdrawal in the Terms and conditions

4) Standard withdrawal form

(Complete and return this form only if you wish to withdraw from the contract)

- To - Til Gebr. Heinemann Retail ApS, Vestvej 6, 2770 Kastrup, customerservice@heinemann-retail.dk:

- I/We ___________ hereby give notice that I/we ___________ withdraw from my/our ___________ contract of sale of the following goods ___________

- Ordered on: ___________/received on: ___________

- Name of consumer(s): ___________

- Address of consumer(s): ___________

- Signature of consumer(s) ___________ (only if the form is notified on paper)

- Date ___________