2-year right of complaint

1. What it gives you

For 2 years from delivery you can complain about a defect that was present when the goods were handed over, even if it only became apparent later. If the complaint is justified you can have the goods repaired or replaced, or get a price reduction or your money back, depending on the circumstances.

A defect that shows up in the first 12 months is presumed to have been present at delivery unless we can show otherwise. After that, the burden shifts to you to show the defect was there from the start.

Complain within a reasonable time of discovering the problem. Complaining within two months of discovering it is always in time.

2. What counts as a defect

• The weave has come apart, split or unravelled in normal use.
• A handle, grip, hanging loop or cord has failed or pulled out.
• The piece does not hold the load we published for it, used under the condition we published.
• The piece is materially different from what its page described — wrong fibre, wrong size beyond the stated ±5 % tolerance, a liner missing from a piece sold with one.
• The base has collapsed or the rim has deformed permanently under normal use.

3. What does not count as a defect

This is the part we would rather you read before you order than after. These are properties of natural plant fibre. We publish each of them on every product page, and they are not grounds for a complaint:

• Shade and texture variation between batches of up to 10 %. Two of the same piece bought a year apart will not match exactly.
• Dimensional variation of up to 5 %. Hand-woven pieces are not machined.
• Initial shedding. New pieces shed fibre. Jute sheds visibly for a month or so. Each product page carries a shedding grade.
• Initial smell. Seagrass, jute and water hyacinth smell of dry plant matter for one to three weeks.
• Shape change under load. Loaded fibre takes a set. Most of it comes back when the piece is emptied and rested.
• Irregularities in a handwoven pattern — a strand crossing slightly out of line, a rim that is not perfectly circular.

Damage from use outside what the product page states is also not a defect: exceeding the published load, putting wet laundry in a basket, washing or soaking a piece that the page says cannot be washed, keeping a piece in an unventilated damp room, letting water stand in a pot cover, exposure to direct rain or prolonged direct sun, damage from a wall fixing you chose and installed, and fire or heat damage.

4. How to make a complaint

1. Email support@studiohafnia.mom with your order reference, what has gone wrong, when you noticed it, and a photograph or two if the problem can be seen.
2. We reply within two working days. If we need the piece back to look at it, we send a prepaid return label — a justified complaint never costs you postage.
3. We tell you what we found and what we propose: repair, replacement, price reduction or refund. If we think the complaint is not justified, we say why in writing, with reference to what the product page stated.

5. What we do about it

Where a repair is sensible we repair. Woven fibre can often be re-secured invisibly at the point of failure. Where it is not, we replace with the same piece from current stock — bear in mind the replacement will be from a different batch, so the shade will not match a piece you already own.

If we cannot repair or replace within a reasonable time and without significant inconvenience to you, you can have a price reduction or cancel the purchase and get your money back.

6. Which route should you use?

7. If we disagree

If we reject a complaint and you think we are wrong, you can take it to the Danish consumer complaints system or the EU online dispute resolution platform. Both are on the complaints page, with the current fees and thresholds.