Before you complain
How long do I have to complain?
Generally, two years from delivery. You must also complain within a reasonable time after discovering the defect. Specific deadline rules apply, including after certain repairs and replacements.
Can I complain without a receipt?
You need to be able to document the purchase. An order confirmation or bank statement may be relevant, but it must show enough information about what you bought, where and when. Ask the seller to help locate the purchase.
Should I contact the shop or the manufacturer?
For a complaint under the Danish Sale of Goods Act, contact the seller. A voluntary manufacturer’s guarantee and the separate right to repair may use a different contact route.
Are a guarantee and statutory rights the same?
No. Statutory rights come from the law. A guarantee is an extra commitment whose scope depends on its terms.
Repairs and replies from the seller
Can I demand a refund straight away?
Not in every case. Repair or replacement are often the first options. A price reduction or cancellation depends on the legal conditions.
How many times may the seller attempt a repair?
There is no rule that the seller always has exactly three attempts. The number depends on factors including the fault, the time taken and the inconvenience to you.
How long may a repair take?
It must be completed within a reasonable time and without significant inconvenience. What is reasonable depends on the item and the circumstances. Agree on an expected date and keep a record of the agreement.
What if the seller does not reply?
Follow up in writing, attach your earlier message and ask for a reply. Keep a record of your contact attempts. There is no general rule requiring every shop to reply within exactly 14 days.
Rejections and other purchases
The shop says it is my own fault. What now?
Ask for an explanation and check what it is based on. The burden of proof depends on factors including how long you have had the item. Keep evidence of the fault and your use of the goods.
Do I have statutory rights for a second-hand item?
Yes, when you buy from a business. What you can expect depends on factors including age and condition. Different rules apply to private sales.
Do statutory rights also apply to sale items?
A reduced price does not, on its own, remove your statutory rights. However, a specific fault that was clearly explained and accepted at purchase may matter.
Can you handle my case on this website?
This website provides free information and a template. We do not collect case details or handle individual complaints here. At Refunded, you can create a free Danish complaint letter without an account and send it yourself. The paid sending service is not open yet.