Delivery
Delivery time will be 1-3 days.
Delivery to parcel shops is free for purchases over DKK 500.
Once your package has been dispatched, you will receive an email with tracking information that enables you to track your package. If you need help with online ordering, please feel free to send us an email at service@ayu.eu .
Returns and cancellations
You have the right to cancel your purchase without giving any reason within 30 days. If you have purchased multiple items in one order, you can choose to cancel the purchase of some or all items. The cancellation period expires 30 days after the day on which you, or a third party chosen by you (but not the carrier), takes physical possession of the goods.
If you have ordered several items in one order and we cannot deliver them simultaneously, the cancellation period runs from the day you, or a third party chosen by you (but not the carrier), takes physical possession of the last item. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve, or New Year's Eve, the deadline is extended to the following business day.
How to exercise your right of cancellation:
You cancel by notifying us of your cancellation via email: service@ayu.eu .
You cannot cancel by refusing to receive the item or by failing to collect it without simultaneously notifying us of your cancellation. Danish customers can use the statutory standard cancellation form, but it is not mandatory. You can find the form by clicking here: cancellation form
The cancellation deadline is met if you send your notification that you are cancelling the purchase before the cancellation deadline has expired.
Return of goods and return costs
If you have cancelled the purchase of an item, you must send or deliver the item to us without undue delay and no later than 14 days after you notified us that you wish to cancel your purchase. The deadline is met if you return the goods before the expiry of the 14 days.
Return items should be sent to:
AYU
Mølbjerg 9
8700 Horsens
In the return package, you must enclose a copy of the order confirmation, invoice, or other documentation of your purchase.
Items cannot be sent cash on delivery or without delivery to a distribution point, and you must pay for the return of the item yourself. You should also ensure that the item is properly packaged when you return it. You bear the risk for the package/items until we receive it. Therefore, save the postal receipt and any track and trace number.
Refund of money upon cancellation
When you cancel, we will refund all payments received from you, including any delivery costs. However, this does not apply in the following cases:
If you have purchased several items in one order and only cancel part of your purchase, we will not refund the delivery costs. If you have chosen a delivery method that is more expensive than the cheapest form of delivery we offer, you will not be refunded the extra cost.
We will refund the amount without undue delay and in any case no later than 14 days from the date we received your cancellation notice. However, we may withhold the refund until we have received the goods back, or until you have provided documentation that the goods have been returned.
We will carry out such a refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. In any case, you will not be charged any fees as a result of the refund.
Testing of the item and packaging
You are only liable for any deterioration in the value of the item that is due to handling of the item other than what is necessary to establish the nature, characteristics, and functioning of the item.
You may normally examine the item in the same way as you can and may in a shop, but you must not use it. If you have used it in a way that is not permitted or possible in a shop, and we cannot sell it again, or cannot sell it at full price again, you must expect that we will deduct the depreciation in value from the amount you are to receive back. If the item no longer has a commercial value, we will not refund the purchase amount.
The item must be returned in its original packaging. You should also ensure that the item is properly packaged when you return it. You bear the risk for the package/items until we receive it. Therefore, save the postal receipt and any track and trace number.
Complaint - If there is something wrong with the item
As a consumer, you have a 24-month right to complain. This means that if the item has a defect and you complain in due time, you are initially entitled to have the item repaired or exchanged. If this cannot be done, or if it is not done within a reasonable time, you may, depending on the circumstances, get your money back or a reduction in price.
A defect is, for example, a manufacturing or material defect, or incorrect information about the item. In contrast, normal wear and tear, or damage you have caused to the item yourself, is not a defect. If you discover a defect, you must complain to us "within a reasonable time". We recommend that you complain as soon as possible, especially in the case of transport damage.
However, if you complain within 2 months after the defect has been discovered, it is always within a reasonable time. If the complaint is justified, we will refund your reasonable and necessary shipping costs.
If you believe the item has a defect, we ask you to describe the problem as detailed as possible.
Remember that the item must always be sent in appropriate packaging and you should get a receipt for dispatch. Save the postal receipt including information about shipping costs and any track and trace number.
Information on complaint options
A complaint about a product or service can be submitted to the Centre for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can complain to the Centre for Complaint Resolution via the Complaints Portal for Nævnenes Hus .
The EU Commission's online complaint portal can also be used for submitting a complaint. This is particularly relevant for consumers residing in another EU country. Complaints are submitted here: http://ec.europa.eu/odr. When submitting a complaint, you must provide our email address service@ayu.eu