Refund policy

We hope that what you receive from ILMA feels worth keeping. If something isn't right, the following Return & Refund Policy explains your rights and how to contact us.

ILMA Enterprise
CVR: 43617338
Email: info@koi-5.com
Denmark

1. 14-DAY RIGHT OF WITHDRAWAL

If you are purchasing as a consumer within the EU/EEA, you generally have the right to withdraw from your purchase within 14 days without giving a reason.

For physical goods, the 14-day period generally begins on the day you, or a person designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, email us at info@koi-5.com before the withdrawal period expires and clearly state that you wish to withdraw from your purchase.

Please include your:

Name
Order number
Email address used for the order
Item(s) you wish to return

After notifying us of your withdrawal, you must return the goods within 14 days.

2. RETURN SHIPPING

Unless otherwise stated or required by law, you are responsible for the direct cost of returning an item.

Please package returned products securely. We recommend using a trackable shipping method, as you are responsible for the return until it reaches us.

Please contact info@koi-5.com before sending your return so we can provide the correct return instructions and return address.

3. CONDITION OF RETURNED ITEMS

You may inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics and functioning, as you would normally be able to do in a physical shop.

If the product has been handled beyond what is necessary for this purpose and its value has been reduced as a result, we may deduct the reduction in value from your refund where permitted by law.

4. REFUNDS

When you validly exercise your right of withdrawal, we will refund the payments covered by your statutory withdrawal right, including the cost of our least expensive standard delivery option where required by law.

If you selected a more expensive delivery method than our standard delivery option, the additional shipping cost will not normally be refunded.

We may withhold the refund until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.

Refunds will generally be made using the same payment method used for the original purchase unless otherwise agreed.

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or you receive the wrong product, please contact us at info@koi-5.com as soon as reasonably possible.

Please include your order number, a description of the issue and, where relevant, photographs of the item and packaging.

We will assess the issue and provide the repair, replacement, refund, price reduction or other remedy to which you are entitled under applicable consumer law.

Your statutory rights regarding defective goods are separate from your 14-day right of withdrawal.

6. HANDMADE & LIMITED ITEMS

Some ILMA products are handmade, hand-finished or created in limited quantities using natural or individually sourced materials.

Small variations in colour, texture, shape, finish or appearance may therefore occur. These variations can be part of the individual character of a handmade product and do not automatically constitute a defect.

This does not affect your statutory rights if a product is genuinely defective or does not correspond to what was agreed.

7. PERSONALISED & CUSTOM-MADE PRODUCTS

The statutory right of withdrawal may not apply to goods made to your specifications or clearly personalised for you.

Where a product falls within this exception, this will be communicated in connection with the product where appropriate.

Your rights regarding defective or incorrectly supplied products remain unaffected.

8. DIGITAL MUSIC & DIGITAL PRODUCTS

Different withdrawal rules may apply to digital content that is not supplied on a physical medium, including downloadable music or other digital products.

If you request immediate access to digital content before the end of the normal 14-day withdrawal period, you may be asked to expressly consent to delivery beginning immediately and acknowledge that you lose your right of withdrawal once delivery begins, where permitted by applicable law.

This does not affect your rights if digital content is defective or not supplied as agreed.

9. SEALED HYGIENE OR PERSONAL-CARE PRODUCTS

For certain sealed products that are not suitable for return for health protection or hygiene reasons, the statutory right of withdrawal may cease once the seal has been broken, where the legal requirements for this exception are met.

Any applicable restriction will be communicated clearly in connection with the relevant product.

10. EXCHANGES

We do not guarantee direct exchanges.

If you would like another product, size or variation, please contact info@koi-5.com. Depending on the circumstances, the simplest solution may be to return the original item in accordance with this policy and place a new order.

Your statutory consumer rights remain unaffected.

11. STATUTORY RIGHT TO COMPLAIN

Consumers purchasing goods from ILMA Enterprise have the statutory rights provided by applicable consumer law.

For purchases governed by Danish consumer law, consumers generally have a two-year statutory right to complain about defects in goods.

This Return & Refund Policy does not restrict any mandatory consumer rights available to you.

12. CONTACT

For returns, refunds, damaged products or questions regarding your order, contact: