At Byon, we want you to be completely satisfied with your purchase. That’s why you always have a 14-day return policy from the day you receive your order. The only condition is that the item must be returned unused, in its original condition and packaging, together with any accompanying accessories. Below, we’ve gathered all the information you might need to make your return as smooth as possible.
You can return the items at a cost of 69 DKK/ 9 EUR*. *The return cost is 69 DKK/ 9 EUR for standard deliveries and 199 DKK/ 25 EUR if you make a return via home delivery.
Want to make an exchange?
If you wish to exchange an item, simply place a new order on our website and return the item you want to exchange. Once we have received your return, we will refund the value of the item, minus the return fee.
Returns and Refund Policy
We accept your return if:
The product has not been washed or used in any way and is returned in its undamaged original packaging.
All labels remain attached.
The product is complete (for example, both parts of a pair must be returned).
You keep the receipt from your shipment in case the parcel goes missing in transit.
You can provide proof of purchase. We therefore recommend that you save your order confirmation and payment reference.
We do not accept your return if:
You made your purchase using a company gift card – in that case, no return rights apply. Please contact us for more information.
The items are used, damaged, or not returned in their original packaging with the hangtags included at purchase.
The item is not properly packaged, in good condition, or in the original box.
If the item is returned in an unsellable condition, we reserve the right to charge a handling fee.
Many of our products are handmade and therefore unique. Small variations in colour or shape are part of the design and not grounds for a complaint.
How to return a product
For a return – contact our customer service for guidance.
Step 1
Scan the QR code on the information card included in your delivery, or email customer service directly. To create and register your return, you need to contact customer service, who will generate and send a QR code to you. Once your return has been confirmed, you’ll receive the QR code via email, SMS and the PostNord app. Show this code to your postal agent.
Step 2
Pack the item you wish to return in its original packaging. Please use outer packaging to protect the product from damage.
Visit any postal agent and hand in your parcel. Simply show the QR code, and the agent will print and attach the return label. You don’t pay anything at the drop-off point – the return shipping cost will be deducted when your refund is processed. In the case of approved complaints, no return fee will be charged.
Important: Keep the receipt from your shipment.
It may take up to 14 days for us to receive your return. Once your return has been processed, you’ll receive a confirmation email and your refund will be initiated. If you haven’t received a confirmation or refund within 14 days of sending your parcel, please contact us for assistance.
Returns for home deliveries
If your order was delivered to your home and you wish to return it using the same delivery method, please contact our customer service team for assistance.
Product Complaints
If an item you purchased is defective, Byon complies with applicable consumer protection laws. Only original manufacturing defects are covered by the right to make a complaint. The right does not apply to normal wear and tear.
If your product has a material or manufacturing defect, or was damaged in transit, please inform us as soon as possible.
A complaint is handled in the same way as a return – you’ll need a QR code to hand in your parcel. Contact our customer service team, who will provide the correct information and guide you through the process.
Byon reserves the right to first attempt to repair the defect, secondly to replace the product, and finally to issue a refund. To make a complaint, you must be able to provide proof of purchase from byondesign.com – please keep your order confirmation and payment reference.
When your returned product has been received and your complaint approved, we’ll notify you of the outcome. If a refund is due, it will be processed within 2–5 business days using the same payment method as your original purchase. Return shipping for approved complaints is, of course, free of charge. If you wish to receive a replacement product, please place a new order.
Refunds
From the moment you drop off your parcel, it may take up to 14 days to receive your refund. Once we’ve processed your return or complaint, the refund will be issued using the same payment method used for your purchase and completed within 1–5 business days.
If you paid by card or bank transfer, the refund will be made to the same account used for the purchase.
If you paid by invoice via Klarna, you can log in to the Klarna app or www.klarna.com at any time to pause your invoice. If you have already paid, please contact Klarna directly to arrange your refund. If you return part of your order, you will receive an updated invoice once the return is processed. If you return the entire order, the invoice will be updated so that only shipping charges need to be paid.
If you made a purchase during a specific campaign/promotion where you received a free gift with orders over a certain amount, and you later make a return that brings your order total below that threshold, the value of the free item will be deducted from your refund.
If you have any questions regarding your refund, please contact our customer service team for further assistance.
Purchased from a retailer?
If you bought your product from one of our authorised retailers, please contact that store directly for help with your return or complaint.