Refund policy

Last updated: 16 October 2026

Seller: Fishmaster ApS, CVR 41488506, Lihmevej 5A, 7183 Randbøl, Denmark, info@fishmasterbutik.dk, +45 20 99 66 45.

1. Right of withdrawal (14 days)

As a consumer you have a 14-day right of withdrawal from the day you receive the goods. Give us a clear statement (e.g. an email) before the deadline and return the goods within 14 days after that. Returns are collected with our own transport – you do not pay for return shipping. We refund the purchase price including the original standard shipping within 14 days of your notice, but may withhold the refund until we have received the goods.

Exceptions (Danish Consumer Contracts Act § 18(2)): the right of withdrawal does not apply to

• fresh, chilled and frozen fish and seafood and other goods that deteriorate or expire rapidly;
• sealed food products that have been unsealed after delivery (health and hygiene reasons).

The right of withdrawal therefore does apply to, e.g., unopened canned goods, unopened long-life dried/smoked products and unopened bottles of wine. Goods must be returned in substantially the same condition and quantity; we may deduct any loss in value caused by handling beyond what is needed to establish their nature.

2. Complaints about defects (2 years)

Under the Danish Sale of Goods Act you have a 2-year right to complain if the goods are defective – e.g. wrong item, damaged in transit or of poor quality. You must complain within a reasonable time after discovering the defect; a complaint within 2 months is always in time. As our goods are fresh food, please contact us as soon as possible – ideally the same day – so we can assess the case while the product can still be examined.

Please send photos and/or video of the product and packaging plus your order number to info@fishmasterbutik.dk. This lets us handle your case quickly. For a justified complaint we offer replacement, repair, a proportionate price reduction or a full refund.

3. Misuse

We log requests per order. In case of repeated, clearly unfounded claims we reserve the right to decline future orders. This does not affect your statutory rights.

4. Complaint bodies

Please contact us first – we can almost always find a solution. You may also complain to Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark, www.naevneneshus.dk. If you live in another EU country, you can contact the European Consumer Centre Denmark, www.forbrugereuropa.dk.

5. Business customers

The right of withdrawal and consumer rules do not apply to purchases made as a business (wholesale customers). The agreed wholesale terms apply to them.