Right of complaint and returns

A two-year right of complaint is granted in accordance with the Danish Sale of Goods Act (købeloven). This right applies to defects in material and/or manufacture. Depending on the specific situation, you can have the product exchanged, your money returned or a reduction in the price. The right of complaint does not cover any errors or damage caused by incorrect handling of the product. You must complain in 'reasonable time' after you have discovered the defect/error. The Science Museums will cover return costs to a reasonable extent.

In the event of a complaint, return or if you invoke your right of cancellation, any products returned should be sent to the Science Museums. Agreements on returns should follow the procedure on this page: https://webshop.sciencemuseerne.dk/en/retur.

We do not accept packages sent as cash on delivery.

Your right of cancellation and returns

There is 14 days’ full right of return on products purchased via the Science Museums’ webshop.

The period is calculated from the day on which you receive the product.

The cancellation and returns process is described on this page: https://webshop.sciencemuseerne.dk/en/retur

The product must be properly packed and returned in unused and undamaged condition. You are responsible for the costs of returning the product.

You cannot change your mind regarding an order by simply refusing to receive the item, unless you also give clear notice that you have changed your mind.

You bear the risk of the item from the time you receive the item to the time we receive the item returned.

We do not accept packages sent as cash on delivery.

Products excluded from the right of cancellation

The following types of products are not included in the right of cancellation:

  • Delivery of digital content that is not delivered on a physical medium, if the download has commenced with the consumer's prior express consent and confirmation thereof.
  • Newspapers, journals or magazines, except for subscription agreements for such publications.


When you invoke your right of cancellation, the amount paid for the products will be reimbursed. Payments will be refunded by no later than 10 days from the date on which we receive notification of your decision to invoke your right of cancellation. Repayment will be through the same means of payment as you used for the original transaction. If you paid for the item on the basis of an invoice, please state your bank registration number (sort code) and account number so that we can repay the amount.


Complaints about a product or service should be submitted to Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg.

You can complain to Center for Klageløsning (Centre for Complaints) via the complaints portal for Nævnenes Hus.

Link: Complaints portal for Nævnenes Hus

If you are a consumer resident in another EU country, you can submit your complaint via the European Commission's online complaints platform.

The platform is on this link: https://ec.europa.eu/consumers/odr/

If you submit a complaint here, you will have to state our email address: sm@au.dk