Refund Policy
Returns – easy and safe
We want you to be completely satisfied with your purchase at Møn Hagen .
If, contrary to expectations, you want to return an item, we make the process simple and flexible.
1. Right of return – 30 days
You can return items within 30 days of receipt if the following conditions are met:
- The item is unused, undamaged and in original packaging.
- All marks and labels are intact.
- Products with hygiene concerns (e.g. underwear, earrings, cosmetics with broken seals) cannot be returned.
- If the item is damaged upon receipt, please attach a photo in your return request.
We reserve the right to refuse returns where the item has been used or damaged in a way for which we are not responsible.
2. How to return an item – step by step
Step 1:
Please check that the item meets the return requirements above.
Step 2:
Send an email to kontakt@moenhagen.com with the following information:
- Order number
- Reason for return
- Photo of the item (if damaged)
- Full name
- Full return address
Step 3:
We will send you the return instructions and the correct return address.
Do not return the package to the sender address on the package.
We do not offer a prepaid return label, but are happy to help you find a cheap and secure solution via DAO, PostNord or GLS.
3. Return process and refund
- Once we have received and inspected the item, we will process the return package within 3–7 business days.
- Refunds will be made no later than 14 days after receipt or after receipt of documentation of shipment.
- The refund will be made to the same payment method used for the purchase.
- If you would rather have a credit card or exchange for a different size/color , we are happy to help you.
Please note: Shipping costs are only refundable for standard delivery. Any additional costs for expedited delivery are not refundable.
4. Right of withdrawal (14 days under EU law)
You have the right to cancel your purchase within 14 days without giving any reason.
The deadline starts on the day you receive the goods.
To exercise your right of withdrawal, you must inform us in writing at kontakt@moenhagen.com .
You can use the standard form at the bottom of the page, but it is not a requirement.
5. Important information about return shipping
- The customer bears the costs of return shipping , unless the item is defective or incorrectly delivered.
- Always use trackable shipping and keep the receipt.
- You are responsible for the item until it is received by us.
We are happy to provide guidance on choosing the most practical shipping method.
6. Defective or incorrect goods
If the item is defective, damaged or incorrectly delivered , please contact us immediately at kontakt@moenhagen.com with pictures and order number.
In these cases, we cover all return costs and offer either an exchange or a full refund .
7. Unclaimed packages
If a package is not picked up and returned to us, the item amount will be refunded minus the actual shipping costs (both outbound and return shipping).
8. Exceptions to the right of return and right of withdrawal
The right of return and cancellation does not apply to:
- Items with a personal touch (custom-made)
- Sealed products not suitable for return for hygiene reasons
- Sale items marked as final sale
- Gift card
9. Standard withdrawal form
If you wish to cancel your purchase, you can fill out and send this form to kontakt@moenhagen.com :
— CANCELLATION FORM —
I hereby declare that I wish to cancel my purchase agreement regarding the following goods:
Order number: ________________
Ordered on: ________________
Received on: ________________
Name: ________________
Address: ________________
Email: ________________
Date: ________________
10. Our promise
We want your return process to be easy, safe and fast .
If you are in doubt about anything, contact us – we will help you all the way.