Shipping & Returns

Shipment & Delivery

We ship orders to the countries that can be selected during the checkout process. If you wish to have an order shipped to a country, which is not on the list, please contact info@ebbandflow.dk. We offer free shipping to most countries in Europe. If your order is in stock at our warehouse, we ship the order within 1-4 days from receipt of order.

Our warehouse is in Denmark and orders will be shipped from Denmark.  For orders placed outside the EU VAT and Import duties may apply for you. EBB & FLOW does not cover VAT and Import duties for orders placed outside the EU. 

Complaints
We take every effort possible to ensure that our products are packaged securely, and orders should be checked upon arrival. Should any product arrive broken or faulty, you must report this via email to EBB & FLOW at info@ebbandflow.dk within 14 days. The claim must state invoice number, description, and images of claim. You will then receive an answer with instructions. The claim will otherwise be inadmissible.

Complaints received later than this date cannot be considered a claim unless it is a question of manufacturing defects as stated in the Danish Purchasing act. (Købeloven) In case of a manufacturing defect, EBB & FLOW may choose to credit the purchase price or repair / replace the products. A repaired or replaced product may differ to some extent from the original product in appearance. See section about Tolerances in Sales & Delivery Conditions.

EBB & FLOW does not cover the return transportation costs or costs of dismantling nor re-assembling the old product or costs associated with remediation. The buyer is not entitled to cancel the order or demand a proportionate discount without the consent of EBB & FLOW. You are not entitled to make financial claims against EBB & FLOW in cases of non-conformity.

Right of complaint

EBB & FLOW provides a 2-year right to complain in accordance with the rules of the Danish Purchasing Act. The right of complaint is valid from the date of the original invoice. The right to complain does not apply in the following situations:

• If the product has been improperly stored, assembled, or installed wrongly
• If the product has been abused or misused
• If the product has been altered or modified in any way
• If the product has not been cleaned according to instructions
• Damage due to normal wear and tear, cuts and scratches, or damage caused by impact or accidents
• Discolouring, change of colour etc. caused by means that have a material changing effect such as sun light, cleaning detergents etc.
• Imperfections of minor character which do not have any substantial effect on the appearance of the product
• If the product has been placed outdoors or in a humid environment (Except IP44 products)
• Expected natural aging process of the product
• In cases of consequential or incidental damage.

Returns
Products can only be returned after written consent from EBB & FLOW.

Returning the product and costs of return

Please follow the instructions in the written consent form from EBB & FLOW: Returns MUST only be shipped using UPS for international customers, and GLS for customers based in Denmark, and must be addressed specifically to our warehouse address, and not a collection point or post office. In case a parcel is delivered to a collection point or post office, it will not be collected and therefore the claim will be void. The parcel(s) will be returned to sender if this is not adhered to. You are personally liable for the package/order until we receive it.

Return address: EBB & FLOW, c/o JMC, Lokkensvej 126, 9800 Hjørring, Denmark, info@ebbandflow.dk, +45 98163488. The return parcel must include a print of the written consent email from EBB & FLOW and original invoice from our customer service. You must return the product without unnecessary delay - and within 14 days after you have notified us that you wish to revoke your purchase. The deadline is met, if you send back the products before the period of 14 days has expired.

You do not have the right of revocation for special items produced to order.

Refund

When you revoke your purchase, EBB & FLOW refunds all payments received from you in connection with the purchase. Return costs are at your own expense. We refund the amount without undue delay and in any case within 14 days from the date, on which we receive your return. We issue a refund via the same payment method that you used for the original transaction unless you have expressly agreed otherwise. In any event, you are not subject to any fees resulting from the refund. 

You are only liable for any diminished value of the order resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the item.

You may normally test the product in the same way as you can and may in a shop. If you have modified the product, including cut of wire for mounting, we cannot sell it again, or cannot sell it at the full price again. In this case, you can expect us to deduct a handling fee equal to the value of the damage caused to the product. If the item no longer has a commercial value, we will not refund the purchase price, and you can decide if you want the product back at your own expense.