Am I allowed to return a product I have bought in Denmark?
It depends where you bought it. Buying online or at a distance gives a 14-day right of withdrawal under the Consumer Contracts Act — you can withdraw with no reason, counted from when you receive the goods, not from when you order them. The trap is the shop: in a physical shop there is no statutory return right. Exchange or return exists only if the shop offers it, and then it is the shop's own terms that apply. If the product is faulty, you have a 2-year complaint right under the Sale of Goods Act — whether you bought online or in a shop. The withdrawal right and the complaint right are two different rights, and a guarantee is an extra the seller voluntarily gives on top.
📋 The rules
- Online: 14-day right of withdrawal
- Physical shop: no statutory return right
- Faulty product: 2-year complaint right
- Withdrawal counts from when you receive the goods
- A guarantee is an extra the seller voluntarily gives
🔓 Exceptions
- Custom-made goods and opened sealed hygiene items have no withdrawal right
- Sealed audio, video or software loses the withdrawal right once opened
- Perishable goods are exempt from the withdrawal right
⚠️ Penalties & fines
There is no fine for you as a consumer — it is the trader who carries the duties. If a trader refuses a valid right, you can complain to the Consumer Ombudsman and take the case to the Consumer Complaints Board. What actually costs consumers money is a misunderstanding: in a physical shop there is no statutory return right, so if you change your mind about something you carried home, you only have the shop's own exchange policy. The 2-year complaint right, by contrast, applies wherever you bought it — and a guarantee is an extra on top, not a replacement.
📎 Official sources
❓ Frequently asked
Can I return a product from a shop?
Not by law. In a physical shop there is no statutory return right, so you only have the shop's own exchange or return policy, if it offers one. That is something different from the complaint right on a faulty item.
How long is the online withdrawal right?
14 days under the Consumer Contracts Act, counted from when you receive the goods — not from when you order them. You can withdraw without giving a reason, and it covers other distance purchases too.
What is the complaint right?
The right to complain about a faulty product for 2 years under the Sale of Goods Act. It applies whether you bought the item online or in a physical shop, and it is quite separate from the withdrawal right.
What is the difference between the complaint right and a guarantee?
The complaint right is a statutory right lasting 2 years on a faulty product. A guarantee is an extra the seller voluntarily gives on top — it is an offer from the seller, not a replacement for the complaint right.
What do I do if the shop refuses?
You can complain to the Consumer Ombudsman and take the case to the Consumer Complaints Board. First check whether you are invoking the withdrawal right or the complaint right — they are two different rights.
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