Refund policy

Complaints
If your item arrives damaged, please take clear photos of both the damage and the packaging, and send them to us along with a description. Complaints do not cover defects or damage caused by improper handling by the buyer. You must file a complaint within a “reasonable time” after discovering the issue.

If your complaint is accepted, we will cover the reasonable cost of return shipping. In all other cases, return shipping costs are the responsibility of the buyer.

For complaints, returns, or exercising your right of withdrawal, please send the item directly to our address (not to a parcel shop):

HelloPoster v. Sanne Berg
Mosevej 20 B3
8240 Risskov
Denmark

We do not accept cash-on-delivery parcels. The item must be securely packed in its original packaging.

Refunds
If a refund is due, it will be issued to the same account used for the purchase within 10 business days after we have received and inspected the returned item.

Right of Withdrawal
You have 14 days to return items purchased from our webshop, starting from the day you receive the item.

You are responsible for covering the cost of return shipping. If the order included free delivery, the actual shipping costs we incurred will be deducted from your refund.

To exercise your right of withdrawal, please email us at hello@helloposter.com within 14 days of receiving the item. Include your order number and clearly state that you wish to cancel the purchase.

The item must be returned in its original packaging to:

HelloPoster v. Sanne Berg
Mosevej 20 B3
8240 Risskov
Denmark

Uncollected parcels are not considered valid cancellations. You cannot cancel a purchase simply by refusing to accept delivery.

Returns
If you wish to return an item, it must be sent directly to our address – not to a parcel shop.
Uncollected orders are not considered returned items. In such cases, the buyer is responsible for the return shipping cost of 49 DKK.
For returns of orders that included free shipping, the actual shipping costs we incurred will be deducted from your refund amount.

The buyer is responsible for all return shipping costs. We do not accept return parcels sent as “cash on delivery.”
To ensure quick processing, please contact us at hello@helloposter.com before sending your return.

Refund process
If you change your mind about a purchase, we will refund the amount you paid for the item(s), minus any costs related to shipping and return shipping as outlined in our return policy.

Shipping costs for the original order are not refundable. Return shipping to our address must always be paid by the customer and will not be refunded. If an order was shipped with free delivery, the actual shipping costs we incurred will be deducted before issuing the refund.

If the item has lost value (e.g., due to damage), this reduction in value will be deducted from the refund. Please note that even a small crease or fold can render the item valueless.

Refunds will be processed without unnecessary delay and no later than 14 days from the date we receive your notice of cancellation – but not before we have received the returned item. Refunds will be made using the same payment method you used for the original transaction, unless otherwise agreed.