Returns & Refund Policy

1. Our Customer Promise

At Booze Bag, every product is created with care, attention to detail and a passion for craftsmanship.

We want you to feel confident when shopping with us. While we hope you will love every purchase, we also understand that there may be occasions when you change your mind or something does not go as expected.

For that reason, we have created this Returns & Refund Policy to explain your rights and our responsibilities in a clear, transparent and fair manner.

Our aim is not simply to comply with applicable legislation. We want every return request to be handled professionally, respectfully and with the same level of care that goes into creating our products.

This policy has been prepared in accordance with applicable European Union consumer protection legislation and Danish law.

2. Scope of this Policy

This Returns & Refund Policy applies to all purchases made through the official Booze Bag online store unless expressly stated otherwise.

This policy applies to purchases made by consumers.

Business-to-business (B2B) purchases may be subject to separate contractual terms.

This policy should be read together with our:

• Terms & Conditions
• Privacy Policy
• Shipping Policy
• Payment Policy.

Where mandatory consumer protection legislation grants you rights that differ from this policy, the applicable legislation shall prevail.

3. Your Right of Withdrawal

If you purchase products as a consumer, you have the legal right to withdraw from your purchase within 14 calendar days without providing any reason.

The withdrawal period begins on the day after you, or another person designated by you (other than the carrier), receives the goods.

To exercise your right of withdrawal, you must notify Booze Bag before the withdrawal period expires.

The easiest way to do this is by submitting a request through our Support page:

https://booze-bag.dk/support

Your withdrawal request should preferably include:

• your order number
• your full name
• the products you wish to return.

You are not required to explain why you are returning your purchase.

Once we have received your withdrawal request, we will confirm receipt and provide you with detailed return instructions.

After notifying us of your decision to withdraw, you have a further 14 calendar days to return the goods.

4. Conditions for Returning Products

We kindly ask you to handle products with reasonable care during the withdrawal period.

You may inspect and evaluate the product in the same manner as you would be permitted to do in a physical retail store.

However, the product must not be used beyond what is reasonably necessary to establish its:

• nature
• characteristics
• functionality.

Where reasonably possible, returned products should be sent back:

• in their original packaging
• with all labels attached
• together with all accessories and components originally supplied
• securely packaged to minimise the risk of transport damage.

The absence of the original packaging does not automatically result in the loss of your statutory right of withdrawal.

However, if a returned product shows signs of use beyond what is reasonably necessary for inspection, or if insufficient packaging results in damage during return transport, Booze Bag may reduce the amount of the refund to reflect the demonstrable loss in value, where permitted by applicable law.

Products that have been intentionally damaged, altered, incompletely returned or returned in an unsanitary condition may not qualify for a full refund.

Nothing in this section limits your statutory rights where goods are defective, damaged upon delivery or otherwise fail to conform to the sales contract.

5. How to Request a Return

To ensure that your return is processed efficiently, we ask that you contact Booze Bag before sending any products back.

Return requests should be submitted through our Support page:

https://booze-bag.dk/support

To help us process your request quickly, please provide, where available:

• your order number
• your full name
• your email address
• the products you wish to return
• a brief description of the reason for the return (optional).

Providing a reason for your return is entirely voluntary but helps us improve our products and customer experience.

After reviewing your request, we will send you:

• confirmation of your return request
• return instructions
• the return address
• any additional information that may be relevant to your specific situation.

Please do not return products before receiving these instructions, as doing so may delay the processing of your return.

6. Returning Your Order

Once your return has been authorised, please send the products to:

Booze Bag

Ammendrup Park 91

3200 Helsinge

Denmark

Returned products should be packaged carefully to minimise the risk of damage during transport.

We strongly recommend using a shipping service that provides tracking and proof of delivery.

Unless otherwise required by applicable law, responsibility for the returned goods remains with the sender until they have been received by Booze Bag.

For this reason, we recommend retaining your proof of postage until your return has been completed.

If a returned parcel is lost in transit and no proof of shipment is available, Boooze Bag may be unable to process the return or issue a refund.

7. Return Shipping Costs

If you exercise your statutory right of withdrawal, you are responsible for the direct cost of returning the product(s), unless otherwise required by applicable law.

We recommend choosing a reliable shipping service that provides both tracking and proof of delivery. This helps protect both you and Booze Bag should a parcel be delayed or lost during transit.

Original Shipping Costs

If you withdraw from the entire purchase in accordance with applicable consumer protection legislation, Booze Bag will refund the standard delivery charges paid for your original order.

If you selected a delivery option that was more expensive than our standard delivery service, the additional costs for that upgraded shipping option will not be refunded unless required by law.

Partial Returns

If only part of your order is returned, the original shipping costs will generally not be refunded, unless applicable consumer protection legislation provides otherwise.

8. Refunds

Once your returned product(s) have been received, we will inspect them as soon as reasonably possible.

If your return complies with this Returns & Refund Policy and applicable consumer legislation, your refund will be approved.

Refund Method

Refunds will always be made using the same payment method that was used for the original purchase, unless we have expressly agreed otherwise with you.

We currently support refunds for purchases made through:

• Stripe
• Klarna
• Apple Pay
• Google Pay
• Visa
• Mastercard
• Direct Bank Transfer

Booze Bag will never charge additional fees for processing a refund.

Processing Time

We aim to process approved refunds within five (5) business days after:

receiving the returned product(s); and

completing the inspection of the returned goods.

Depending on your financial institution or payment provider, it may take additional time before the refunded amount becomes visible in your account.

Unfortunately, Booze Bag has no control over these banking or payment processing times.

You will receive confirmation by email once your refund has been processed.

Partial Refunds

In certain situations, a partial refund may be appropriate.

Examples include:

• products showing signs of use beyond what is reasonably necessary to inspect them
• products returned incomplete
• products damaged due to inadequate return packaging
• products returned without essential components or accessories.

Where a reduction in value is applied, Booze Bag will always provide a reasonable explanation.

Any reduction will reflect only the demonstrable loss in value of the returned product and will never exceed the amount permitted under applicable consumer protection legislation.

9. Damaged, Defective or Incorrect Products

Although every order is carefully inspected before shipment, mistakes or transport damage may occasionally occur.

If you receive:

• a damaged product
• a defective product
• an incorrect item
• an incomplete order,

please contact us as soon as reasonably possible through our Support page:

https://booze-bag.dk/support

To help us investigate the issue quickly, please include:

• your order number
• a description of the problem
• photographs clearly showing the issue
• photographs of the shipping packaging where relevant.

Providing photographs allows us to resolve most cases significantly faster.

Our Commitment

If Booze Bag confirms that the issue resulted from:

• a manufacturing defect
• damage during transport
• an incorrect shipment
• an error on our part,

we will provide an appropriate solution without unnecessary delay.

Depending on the circumstances, this may include:

• replacement of the product
• repair where appropriate
• shipment of missing components
• full refund
• partial refund by mutual agreement.

In these situations, Booze Bag will cover the reasonable cost of returning the affected product, where a return is required.

Please wait for our return instructions before sending damaged or incorrect items back to us.

10. Exchanges

At this time, Booze Bag does not offer direct product exchanges.

If you would like a different product, colour or variation, we kindly ask you to:

return the original product in accordance with this policy; and

place a new order through our online store.

This process ensures:

• accurate stock management
• faster processing
• secure payment handling
• quicker delivery of your replacement order.

If your exchange request is the result of an error made by Booze Bag, we will of course work with you to provide the most appropriate solution.

11. Personalised Products

At the time of publication of this policy, Booze Bag does not offer personalised or custom-made products.

If personalised products are introduced in the future, this section will automatically apply unless explicitly stated otherwise at the time of purchase.

Because personalised products are manufactured specifically according to an individual customer’s instructions, they generally cannot be returned or refunded after production has commenced.

This restriction does not apply where:

• the personalised product is defective
• the personalised product was damaged during delivery
• the wrong personalised product has been supplied
• applicable consumer protection legislation provides otherwise.

This policy reflects the nature of personalised products, which cannot reasonably be resold to another customer.

12. Digital Gift Cards

Booze Bag may offer digital gift cards for purchase through its online store.

Unless otherwise required by applicable law:

• digital gift cards cannot be exchanged for cash
• digital gift cards cannot be refunded after they have been issued or delivered
• digital gift cards cannot be replaced if they are lost, stolen, deleted or shared with third parties.

Gift cards remain the responsibility of the purchaser or recipient once delivered.

If you experience a technical issue affecting a digital gift card, please contact our customer support team.

We will make every reasonable effort to resolve the issue promptly.

13. Sale Items

Products purchased during a sale, promotional campaign, or with a discount are covered by the same statutory consumer rights as products purchased at their regular price.

Unless explicitly stated otherwise in writing at the time of purchase, sale items may be returned under the same conditions described in this Returns & Refund Policy.

Provided the returned product complies with the conditions set out in this policy, you are entitled to exercise your statutory right of withdrawal.

Any refund will be based on the actual purchase price paid and not the product’s original or recommended retail price.

14. Force Majeure

Booze Bag shall not be held liable for any delay or failure to fulfil its obligations under this Returns & Refund Policy where such delay or failure results from circumstances beyond our reasonable control.

Examples of force majeure events include, but are not limited to:

• natural disasters
• floods
• fires
• pandemics or public health emergencies
• war or armed conflict
• acts of terrorism
• civil unrest
• strikes or labour disputes
• interruptions to transportation networks
• government restrictions or legal measures
• failures affecting payment providers or logistics partners
• widespread power outages or telecommunications failures.

Where a force majeure event affects the processing of returns or refunds, Booze Bag will make every reasonable effort to keep customers informed and resume normal operations as soon as reasonably possible.

Nothing in this section limits your statutory rights under applicable consumer protection legislation.

15. Contact Details

If you have any questions regarding this Returns & Refund Policy or require assistance with a return, our customer support team will be pleased to assist you.

Booze Bag

Ammendrup Park 91

3200 Helsinge

Capital Region of Denmark

Denmark

Email: info@booze-bag.dk

Telephone: +45 42 46 88 39

Support: https://booze-bag.dk/support

We aim to respond to all enquiries promptly and guide you through the returns process in a clear, fair and professional manner.

16. Changes to This Policy

Consumer protection legislation, our products, our services and our business operations may evolve over time.

For this reason, Booze Bag reserves the right to amend or update this Returns & Refund Policy whenever necessary.

Whenever material changes are made, the revised version will be published on our website.

At the beginning of this document you will always find:

• the current version number
• the date of the latest revision
• the effective date of the policy.

The version published on our website at the time of your purchase will generally apply to your order unless mandatory legislation requires otherwise.

We encourage you to review this policy periodically to remain informed about any updates.

17. Final Statement

At Booze Bag, we believe that exceptional customer service extends beyond the moment your order is delivered.

Our goal is to ensure that every return or refund request is handled with fairness, transparency and respect.

If something is not quite right, we encourage you to contact us before returning your order. In many cases, we can resolve questions or concerns quickly and help you choose the most appropriate solution.

As a small business built on craftsmanship and personal service, we value every customer and every order.

Thank you for choosing Booze Bag and for placing your trust in us. We genuinely appreciate your support and look forward to welcoming you again.