HOW DO I COMPLAIN ABOUT A PRODUCT?
When you shop at THE NEW, you are entitled to claim within a period of 24 months from the date of purchase. You can either ask for a replacement or to have your money refunded – depending on your specific complaint.
Your complaint must, of course, be justifiable and the defect must not have been caused by incorrect use of the product or other action, which may have damaged the product.
You must complain within a "reasonable time" after having discovered the fault. If you make your complaint within two months of having discovered the fault, your complaint will always be legitimate.
Once your complaint is approved, we refund the invoiced price. If the original transaction was paid by payment card, the price will be refunded to the same card. WHAT SHOULD I DO IF SOMETHING IS MISSING FROM THE PARCEL?
Please notify us in writing by email to email@example.com
.THE PARCEL WAS DAMAGED ON ARRIVAL. WHAT SHOULD I DO?
You should refuse to accept the delivery. If the package has already been delivered, contact THE NEW Customer Services to request a goods return label (free of charge). If you want us to send a new parcel, send an email to THE NEW Customer Services at firstname.lastname@example.org
.I HAVE RECEIVED A PRODUCT I DID NOT ORDER. WHAT SHOULD I DO?
If you have received a product packed in error, we apologise. Please call Customer Services (open Monday-Thursday 8 AM - 4 PM and Friday 8 AM - 3 PM) on +45 97 41 04 15 or send an email to email@example.com
.WHAT DO I DO IF I WISH TO MAKE A MORE GENERAL COMPLAINT?
If there is anything about THE NEW that does not meet your expectations, we hope that you will contact us. You can all our Customer Services department (open Monday-Friday 08.00 – 16.00) on +45 97 41 04 15 or send an email to firstname.lastname@example.org
. We do everything in our power to greet our customers with a smile at all times. We are not satisfied until our customers are satisfied.
If you wish to complain about a product or service purchased from us, you can submit your complaint to the Consumer Complaints Board at the Danish Competition and Consumer Authority Carl Jacobsens Vej 35, 2500 Valby, Denmark. You can choose to make your complaint to the Consumer Complaints Board via www.forbrug.dk
You can also lodge a complaint via the European Commission's online Dispute Resolution Platform. This is especially relevant if you are a consumer living in an EU Member State other than Denmark. Register your complaint via http://ec.europa.eu/odr
. When you register your complaint, you must state our email address: email@example.com