Refund policy

The following text is taken from our Terms & Conditions page.

6. Quality and Warranty

6.1  The warranty period is: (a) 1 year from the invoice date or shipping date, as applicable, for new Goods; and (b) 3 months from the invoice date or shipping date, as applicable, for Outlet Goods. The warranty does not cover normal wear and tear, including normal wear of wear parts such as winch wire or the internal wheel on Track Runners, or other components subject to significant friction or wear in normal use.

6.2  Wahlberg warrants that, on delivery, the Goods shall: conform in all material respects with the Specification; be free from material defects in design, material, and workmanship; and be fit for any purpose held out by Wahlberg. In the case of Outlet Goods, this warranty does not extend to cosmetic wear or imperfections disclosed to the Customer prior to purchase.

6.3  Subject to clause 6.4, if the Customer gives Wahlberg written notice, without undue delay after discovery, that some or all of the Goods do not comply with the warranty in clause 6.2, and gives Wahlberg a reasonable opportunity to examine the Goods, Wahlberg shall, at its option, repair or replace the defective Goods or refund the price of the defective Goods in full. The process for returning Goods under this clause is set out in Clause 7 (Returns and Refunds).

6.4  Wahlberg is not liable for the Goods' failure to comply with the warranty in clause 6.2 where: the Customer makes further use of the Goods after giving notice under clause 6.3; the defect arises because the Customer failed to follow Wahlberg's instructions on storage, commissioning, installation, use, or maintenance (or, absent instructions, good trade practice); the defect results from Wahlberg following a drawing, design, or Specification supplied by the Customer; the Customer alters or repairs the Goods without Wahlberg's written consent; the defect arises from fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions; or the Goods differ from the Specification as a result of changes made to comply with applicable statutory or regulatory requirements.

6.5  Except as provided in this clause 6, Wahlberg has no liability to the Customer for the Goods' failure to comply with the warranty in clause 6.2, subject always to any mandatory rights and remedies that cannot lawfully be excluded or limited.

6.6  Except as set out in these Conditions, and to the fullest extent permitted by applicable law, all warranties, conditions, and other terms implied by statute or common law are excluded from the Contract. Nothing in these Conditions shall exclude, restrict, or limit any statutory rights or remedies of a Consumer that cannot lawfully be excluded, restricted, or limited.

6.7  These Conditions apply to any repaired or replacement Goods supplied by Wahlberg.

6.8  Where Wahlberg agrees to provide on-site maintenance or service, travel and accommodation expenses for the attending technician are at the Customer's expense, unless otherwise agreed in writing.

6.9  Where the Customer is a Consumer, nothing in these Conditions shall limit or exclude the Customer's mandatory statutory rights under applicable consumer protection law. In particular, the statutory right to complain about defects or lack of conformity shall apply notwithstanding the warranty periods stated in clause 6.1.

7. Returns and Refunds

7.1  This clause sets out how a Customer may return Goods: under the statutory withdrawal right described in clause 7.2 (available to EU Consumers only); because the Goods do not function in the Customer's own setup, as described in clause 7.3; under warranty, as described in clause 7.4 (available to all Customers); or as otherwise agreed with Wahlberg. It does not apply to the return of packaging materials, which is addressed in clause 5.2.

7.2  Statutory Right of Withdrawal (EU Consumers)

–  This clause 7.2 applies only to a Customer who is a Consumer domiciled in the European Union. If you are such a Consumer, you have the right to withdraw from the Contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party you have indicated (other than the carrier), acquires physical possession of the Goods.

–  To exercise the right of withdrawal, use the "Withdraw order" link in the Website footer, the form at wahlberg.dk/pages/eu-withdrawal-form, your customer account, or an unambiguous written statement sent by email or post. It is sufficient to send your communication before the withdrawal period expires.

–  If you withdraw, Wahlberg will reimburse all payments received from you, including standard delivery costs (excluding any supplementary cost from choosing a delivery type other than the least expensive standard option offered), without undue delay and in any event within 14 days of being informed of your decision to withdraw. Reimbursement will be made using the same payment method as the original transaction, unless otherwise expressly agreed, and you will not incur any fee for the reimbursement. Wahlberg may withhold reimbursement until it has received the Goods back, or you have supplied evidence of having sent them back, whichever is earlier.

–  You must send back the Goods without undue delay and in any event within 14 days of communicating your withdrawal. The deadline is met if you send the Goods before the 14-day period expires. You bear the direct cost of returning the Goods.

–  This statutory right does not apply to Business Customers, and does not, as a matter of Danish/EU law, extend to Consumers domiciled outside the European Union; see clause 7.7 for the position on non-EU and business returns.

7.3  Functional / Compatibility Returns

–  Where the Goods do not function correctly when installed or used in the Customer's own setup, the Customer may request to return the Goods within 14 days of delivery, provided the Goods have been used only to test whether they function correctly (no more than one or two test uses) and have not been subjected to use beyond what is reasonably necessary for that purpose. This clause applies to Business Customers and Consumers alike, and is in addition to any rights the Customer may have under clause 7.2 or clause 7.4. The return process in clause 7.5 applies. Wahlberg will, at its option, refund the price paid or offer a suitable replacement or alternative.

7.4  Warranty Returns (Defective Goods)

–  This clause 7.4 applies to Business Customers and Consumers alike. Where the Customer has given notice of a defect under clause 6.3 and Wahlberg has had a reasonable opportunity to examine the Goods, Wahlberg may ask the Customer to return the Goods to Wahlberg's place of business, at the Customer's cost. Wahlberg will then, at its option, repair or replace the defective Goods or refund the price in full.

–  A Consumer's statutory remedies for non-conforming goods (for example, under the applicable national implementation of EU consumer sales law) are in addition to, and are not limited by, this clause 7.4, to the extent those remedies cannot lawfully be excluded.

7.5  Return Process

–  Before sending any Goods back, the Customer must email support@wahlberg.dk with the Order number, a description of the Goods, and the reason for the return. No separate Return Merchandise Authorisation (RMA) form is required.

–  Goods should be returned to Wahlberg Motion Design, Jens Juuls Vej 1, 8260 Viby J, Denmark, or such other address as Wahlberg specifies in response to that email, adequately packaged to prevent damage in transit.

7.6  Outlet and Ex-Rental Goods

–  Outlet Goods are sold "as is" with cosmetic wear disclosed to the Customer at the time of sale; such disclosed cosmetic characteristics are not defects for the purposes of clause 6.

–  The 3-month warranty period in clause 6.1 applies to Outlet Goods. Where the purchaser of Outlet Goods is an EU Consumer, the statutory withdrawal right in clause 7.2 continues to apply in full, as it cannot lawfully be excluded.

7.7  All Returns

–  The Customer must provide all documentation necessary for the Goods to be returned to and received by Wahlberg. Any taxes, duties, customs charges, or other expenses arising from the return are the Customer's responsibility. This includes potential costs both ways in case of a product repair or placement.

–  Wahlberg is not responsible for return shipments lost or damaged in transit; the Customer is advised to use a trackable, insured shipping method.

7.8  Refund Method and Timing

–  Refunds are made using the same payment method as the original transaction, unless otherwise agreed, and without any fee to the Customer.

–  For warranty returns under clause 7.4, Wahlberg will process the agreed repair, replacement, or refund within a reasonable time of receiving and inspecting the returned Goods.

–  For statutory withdrawals under clause 7.2, refunds are made within the timeframe set out in that clause.