Complaint – Børnecyklerne.dk

When you shop with us as a consumer, the Sale of Goods Act applies.
This means you have a 24-month warranty period.

If your complaint is justified, you can either have the item repaired, exchanged, refunded, or receive a price reduction, depending on the specific situation.

You must file a complaint within a "reasonable time" after discovering the defect. If you complain within two months of discovering the defect, the complaint will always be considered timely.

If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be returned in proper packaging. Also, remember to get a receipt for the shipment so we can reimburse your shipping costs.

Send the item to:

4600 Køge

Returns and complaints

We only accept return packages sent directly to our address – we do not pick up from parcel shops or parcel lockers.

When returning an item in connection with a complaint, please include a detailed description of the problem. This helps us assess the case faster and find the best solution for you.

We recommend that you also include a copy of your order confirmation or other proof of purchase. Please pack the item securely to prevent further damage during transport.

If you are shopping as a business, please note that the warranty rights differ from those applicable to consumers. We reserve the right to attempt to remedy any defect – for example, by repair – rather than exchanging the item or providing a refund.

As a rule, a 12-month warranty applies to B2B transactions unless otherwise agreed in writing. The complaint must be made within a reasonable time after the defect is or should have been discovered.

Complaint procedure

If you as a consumer want to complain about your purchase, you must contact . If we cannot find a solution, you can send a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg via .

To file a complaint, the item or service you want to complain about must have cost at least 1229 DKK and at most 100,000 DKK. For complaints about clothing and shoes, the price must have been at least 790 DKK. There is a fee for processing the complaint.

When you shop on an e-mærket webshop, you can have your case processed free of charge by e-mærket – regardless of the amount. Read more .

If you reside in an EU country other than Denmark, you can file a complaint through the EU Commission’s online complaint portal.

When should I file a complaint?

You should file a complaint if:
- The item has a manufacturing defect
- Something is missing from the package
- The bike or accessory is damaged upon delivery

The complaint must be made within a reasonable time, no later than 2 months after you have discovered the defect.

Important: A complaint that turns out to be unjustified (e.g., damage caused by incorrect use) may result in a charge for shipping and handling.

How to file a complaint

Click the ‘Start complaint’ button on our complaint page.

Fill out the form with the following information:
- Your email
- Your order number
- Photo and/or video of the problem
- Brief description of the defect (how and when did it occur?)

Our complaint team will assess your case and typically contact you within 2-3 business days with the next steps.

If the complaint is justified, we will send you a return label, and of course, we will cover the shipping costs.

What does a complaint cost?

If the complaint is justified, it is free for you. We cover shipping and any costs related to repair or exchange.

How long does it take?

- Normal processing time is 5–7 business days.
- During busy periods, it may take up to 14 business days.
- If the case involves special parts or external manufacturers, it may take 2–6 weeks. You will be kept informed via email.

Do you have questions? Contact our customer service – we are ready to help you.