Delayed and damaged goods


Find out what your rights are if the seller does not deliver the product on time. And learn more about whose responsibility it is if goods are delayed or damaged when they are received.

Unless otherwise agreed, the seller must, as a main rule, deliver the goods within 30 days from the order date. If delivery has not taken place within 30 days, you have the right to cancel the purchase and get your money back. If you have agreed on another deadline for delivery, that deadline applies.

Getting your money back

If you choose to cancel the purchase and have paid by payment card, your card issuer may be able to transfer the money back to your account if the seller will not give you a refund.

Further information: Making secure payments online

Advice in connection with late delivery

  • Make a complaint to the seller, possibly demanding your money back, if the seller has not delivered the goods within 30 days
  • Contact your card issuer if the seller rejects your demand

Responsibility for goods during transport

Whether the buyer or seller is responsible for goods during transport depends on who ordered the transport. 

In most cases, the seller is responsible for delivering the goods to your address, so the seller is responsible if the goods are lost or damaged during transport.

If you concluded the agreement with the transport firm for delivery of the goods, you are responsible if the goods are lost or damaged during transport. However, you may be able to make a claim against the transport firm.

Further information: Legal warranty in connection with defects

Returning goods

If you cancel your purchase, you are also responsible for the goods during the return transport to the seller. If the goods are lost, you cannot claim a refund of your money from the seller. If the goods are damaged, you may not get all your money back. However, you may be able to make a claim against the transport firm.

Advice in connection with transport problems

  • Make a complaint to the seller if goods are lost or damaged
  • Keep the receipt showing that you have returned the goods
  • Make a complaint to the transport firm if you concluded the agreement with them

Getting help in connection with a complaint

If your goods are delayed, lost or damaged when you receive them and it is not possible to find a solution with the seller or transport firm, you can complain to European Consumer Centre Denmark.

22. May 2015

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