Refund policy

Returns and refunds

Right to return

You have 30 days to return your order, from the day you receive it. If you buy from 1 November, your extended return period runs until and including 31 January.

The products must be unused and in the original packaging, and they must be bought in our webshop or in our Concept Store. If the product was bought from a retailer, you must contact the retailer and follow their rules.

As a consumer you also have a statutory 14-day right of withdrawal. You can use our cancellation form or contact us at info-eu@frederikbagger.com.

How to return

  1. Pack the products securely in the original packaging.
  2. Put the packing slip or order number in the parcel.
  3. Write the reason for the return. It makes handling faster.
  4. Send the parcel yourself and pay the return shipping. Send to:

Scan Global Logistic A/S
Att: Frederik Bagger ApS
Jernholmen 49
2650 Hvidovre
Denmark

Scan Global only receives shipments. It is not possible to hand in or exchange goods at the address. You are responsible for the risk during transport, so pack the parcel well and use a trackable shipment.

Changed your mind before receiving the order?

Contact us right away. If our warehouse has already packed the order, it cannot be cancelled. Follow the return guide instead.

Refunds

When your return has been registered at our warehouse, you receive an email that the refund is being processed. The money goes back to the payment card the order was paid with. We cannot transfer the amount to another card, for example for gift purchases. You normally receive the money within 1-9 business days, depending on your bank. In peak seasons it can take longer.

Exchanges

Our external warehouse cannot exchange for new products. Send the item back and we refund the amount, and you can then place a new order in our webshop. Products bought from a retailer must be exchanged with the retailer.

Complaints

You have a 2-year right of complaint from the date of purchase. Write to info-eu@frederikbagger.com and include:

  • Order number from the webshop, or a receipt if the product was bought in the Concept Store. This also applies if you received the product as a gift.
  • Clear pictures or video of the product and the damage, preferably in daylight and from several angles. If there are several products, we need pictures of each one. Mark or explain where the defect is.
  • A description of the defect or damage, and which type of glass and colour it concerns.

We assess from the pictures whether it is a manufacturing defect, transport damage or an accident, and we normally get back to you within 24-48 hours. Approved complaints are replaced with a similar product as a starting point. Defective products should only be returned by agreement with customer service. If the product has been discontinued, you get your money back.

If the product broke during transport, we cover the damage. Send pictures of both the product and the packaging. If the product was bought from a retailer, their complaint rules apply.

Warranties

Glass plague warranty: 10-year warranty from the date of purchase if the product was bought in one of our webshops or in the Concept Store. The same warranty applies if the product was bought from a retailer, but then you must contact them. If your glasses become cloudy because of glass plague, you can have them replaced with similar ones. Keep your receipt. Other causes of cloudy glass are not covered. Contact us at info-eu@frederikbagger.com with your order number, a description and pictures of each product.

Porcelain breakage warranty: 2-year warranty on normal use. Breakage must be documented with a picture and order number or receipt.

Glass: There is no breakage warranty on our glass. Normal wear and accidents are not a complaint. We cover manufacturing defects and damage during transport.