Right to complain
If there is a fault with the item you have received, you should of course contact us.
A complaint is something other than an ordinary return.
If the item is damaged, has a fault or does not match what you could reasonably expect, you should therefore contact Sikamut before you send the item back.
Then we will help you with what should happen.
How long can you complain?
The complaints period depends on the country you are shopping from.
Denmark
You have a 2-year right to complain.
Sweden
You have a 3-year right to complain.
Norway
You have, as a starting point, a 2-year right to complain. For items intended to last significantly longer than 2 years, the complaints period may be 5 years.
Other EU countries
As a consumer in the EU you have at least 2 years of statutory protection in the case of faults and defects. In some countries longer periods apply.
For Greenland, the Faroe Islands and other countries we handle your complaint under the consumer rules that apply to your purchase.
👉 Please contact us if you are unsure.
What does the right to complain cover?
The right to complain applies to faults and defects that Sikamut as the seller is responsible for.
That could for example be if:
- the item has a material or production fault
- the item does not work as it should
- the item does not match the description or the information you were given at the time of purchase.
The right to complain does not cover ordinary wear or damage that has occurred because of incorrect use, lack of maintenance or an accident.
Many of our items are made from natural materials such as sealskin, lambskin, fish skin and reindeer hide. Colour, texture and natural markings can therefore vary from item to item. Such natural variations are not in themselves a fault with the item.
How to make a complaint
Contact us as soon as you discover the problem.
Please tell us:
- which product it concerns
- your order number, if you have it
- what is wrong with the item
- and please send a couple of pictures if the fault can be seen in pictures.
Often we can already tell from pictures and your description what the best solution is.
You can also write to us at salg@sika-mut.dk.
Does the item need to be sent back?
Please wait to send the item until you have been in contact with us.
If we need to have the item returned, we will help you with how it should be sent.
Pack the item securely so that it does not take further damage during transport.
You do not need to have the original packaging in order to make a complaint.
If the complaint is justified, Sikamut pays the reasonable and necessary costs of sending the item back.
What happens when you complain?
Once we have received the necessary information – and possibly the item back – we assess the complaint and find the solution that suits the situation.
Depending on the fault, the solution may be that:
- the item is repaired
- the item is replaced by a new or equivalent item
- you get an appropriate reduction in the price
- or the purchase is cancelled and you get your money back.
We always try to find a solution as quickly as possible and without unnecessary inconvenience for you.
Some of Sikamut’s items are unique or made from natural materials, and it is therefore not always possible to replace an item with a completely identical new one. If that happens, we find together the solution that suits the situation and your rights.
Please complain promptly
Contact us as soon as possible after you discover a fault.
In Denmark, Sweden and Norway, a complaint within 2 months after you have discovered the fault will as a starting point be in time.
You therefore do not have to decide yourself whether your complaint is justified before you contact us. If you are unsure, write to us – then we will look at it.
Questions about a complaint?
You are always welcome to contact us.
Sikamut
Håbetsvej 14
8700 Horsens
Denmark
Phone: +45 5098 3865
Mail: salg@sika-mut.dk
