Step one — tell us
Email support@mazodesign.shop or call +45 31685249. Monday–Friday, 09:00–16:00 CET. Include your order reference and what you would like to happen — a repair, a replacement, a refund, or an answer to a question.
We answer within 1 business day. If we need longer to look into something, we say so and tell you when to expect an answer, rather than going quiet.
Step two — Nævnenes Hus
If we cannot resolve it between us, you can bring a complaint to the Danish national consumer complaints system. It starts with mediation at Center for Klageløsning; if mediation does not settle it, the complaint can be escalated to Forbrugerklagenævnet for a decision.
Nævnenes Hus — Center for Klageløsning
Toldboden 2, 8800 Viborg, Denmark
www.forbrug.dk/klagemuligheder
There is a modest fee to file, and it is refunded if you win. A minimum purchase value applies to most goods complaints — the current threshold and the fee are on their site, and we are not going to quote figures here that might be out of date by the time you read them.
We participate in this process. If you file, we respond — we do not treat a consumer board as something to be waited out.
Step three — the EU ODR platform
If you live in another EU country, the European Commission’s online dispute resolution platform will route your complaint to the right national body. You can also use it for a Danish complaint if you prefer.
EU Online Dispute Resolution
Give our email address — support@mazodesign.shop — when the form asks for the trader’s contact.
Data protection complaints
Complaints about how we handle personal data go to Datatilsynet rather than to a consumer board. Contact details and your full set of rights are in the privacy policy.
Product safety concerns
If you believe an article we have sold is unsafe rather than merely faulty, tell us immediately — by phone if you can. We would rather hear about it early and find out it was nothing than hear about it late. You may also raise it with Sikkerhedsstyrelsen, the Danish Safety Technology Authority, which supervises electrical product safety in Denmark.
Sikkerhedsstyrelsen
Courts
These terms are governed by the law of Denmark and disputes fall to the Danish courts. If you are a consumer resident elsewhere in the EU or EEA, that does not take away the protection of mandatory consumer law in your own country, or your right to bring proceedings there.
Your underlying rights
- Right of withdrawal — 14 days, no reason needed.
- Right to complain — two years under Købeloven for a fault present at delivery.
Nothing on this page, and nothing in our terms and conditions, limits either of those.
Questions about this page
Email support@mazodesign.shop or call +45 31685249. Monday–Friday, 09:00–16:00 CET. Email is answered within 1 business day.