Return and Refund Policy

Last updated: September 1, 2026

This Return and Refund Policy applies to purchases made through our online store operated by Falster IoT ApS.

We aim to provide a clear and practical return process while preserving all mandatory consumer rights available under applicable law.

1. 30-Day Return Policy

We offer a voluntary 30-day return period for eligible products.

You may request a return within 30 days after receiving your order.

To qualify for a voluntary return, the product should generally:

• Be in the same condition in which it was received;
• Be unused, unworn and undamaged;
• Include all original accessories, components and documentation;
• Include original tags where applicable;
• Be returned in its original packaging where reasonably possible; and
• Be accompanied by a receipt, order confirmation or other proof of purchase.

Products that do not meet these conditions may be refused or may qualify for a reduced refund where permitted by applicable law.

Our voluntary 30-day return policy is provided in addition to and does not replace any mandatory statutory consumer rights.

2. How to Request a Return

You may request a return using any return option made available through our online store.

Where a Shopify customer account, self-service return function or online return portal is available, you may submit your return request directly through that service.

Alternatively, you may contact our customer support team:

Email: kontakt@falster-iot.com
Telephone: +45 24 22 42 90

For faster processing, please provide:

• Your full name;
• Order number;
• Email address used for the order;
• Product you wish to return;
• Reason for the return; and
• Photographs or videos where relevant.

Once your request has been reviewed, we will provide the applicable return authorization and return instructions.

Important Return Address Information

Please do not automatically send a return to our registered company address.

The appropriate return location may depend on the product, destination, warehouse, fulfilment partner or logistics provider handling the order.

The correct return address will therefore be provided in the return authorization or return instructions issued for your specific order.

Returns sent to an incorrect address without following the provided return instructions may result in delays in processing.

Nothing in this procedure prevents a consumer from exercising a statutory withdrawal right by sending us a clear statement within the applicable legal period.

3. Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

• The product is damaged;
• The product is defective or non-conforming;
• You receive the wrong product;
• Products, parts or accessories are missing; or
• The parcel shows significant signs of damage during transportation.

Please provide your order number and, where reasonably necessary, photographs, videos or other information showing the problem.

After reviewing the matter, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include:

• Repair;
• Replacement;
• Completion of missing parts;
• Return; or
• Refund.

Where a return is required because of a confirmed defect, shipping damage, incorrect product or another error attributable to us, we will bear reasonable return shipping costs.

This follows the approach used in the supplied reference policy.

4. Non-Returnable Products and Exceptions

Certain products may not qualify for voluntary returns where permitted by law.

These may include:

• Perishable goods;
• Products made to your specifications or clearly personalized;
• Sealed goods unsuitable for return for health protection or hygiene reasons after being unsealed;
• Used personal-care or hygiene products where resale would create health or safety concerns;
• Hazardous materials;
• Flammable liquids or gases;
• Gift cards; and
• Other products excluded under applicable law.

Sale or clearance products may also be excluded from our voluntary return policy where legally permitted.

These exclusions do not limit mandatory rights relating to defective, damaged, incorrect or otherwise non-conforming goods.

5. Exchanges

If you would like a different product, model, size or variation, please contact us or use the available online return function.

In many cases, the fastest solution is to return the original eligible product and place a separate order for the desired replacement.

Direct exchanges cannot always be guaranteed because product availability may change.

6. EU/EEA 14-Day Statutory Right of Withdrawal

Consumers located in the European Union or European Economic Area who purchase eligible goods through an online or other distance-selling method generally have the right to withdraw from the purchase within 14 days without giving a reason, subject to applicable statutory exceptions.

The reference material provided for this policy uses the same 14-day statutory withdrawal structure.

For goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, take physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires through a clear and unambiguous statement.

You may contact us at:

Email: kontakt@falster-iot.com
Telephone: +45 24 22 42 90

You do not need to provide a reason for a valid statutory withdrawal.

After notifying us, you must return the goods without undue delay and generally no later than 14 days after submitting your withdrawal notice.

We will provide the applicable return address and instructions after receiving your notice.

Please do not assume that the registered company address is the required return warehouse unless we specifically instruct you to use it.

You may handle the goods only to the extent reasonably necessary to determine their nature, characteristics and functioning.

Where permitted by law, you may be responsible for any reduction in value resulting from handling beyond what would normally be necessary to inspect the product.

7. Exceptions to the Statutory Right of Withdrawal

Where permitted by applicable law, the statutory withdrawal right may not apply to certain products or services, including:

• Goods made to the consumer's specifications or clearly personalized;
• Goods liable to deteriorate or expire rapidly;
• Sealed goods unsuitable for return for health protection or hygiene reasons after unsealing;
• Goods that become inseparably mixed with other goods after delivery;
• Certain sealed audio, video or software products after unsealing; and
• Other goods or services legally excluded from the statutory withdrawal right.

These exceptions do not remove mandatory rights concerning defective or non-conforming goods.

8. Return Shipping Costs

Statutory 14-Day Withdrawal

Where you exercise an applicable EU/EEA 14-day statutory right of withdrawal, you are responsible for the direct cost of returning the goods, provided that this responsibility has been properly communicated to you.

The direct costs may include:

• Return postage;
• Courier charges;
• Appropriate packaging costs; and
• Other direct costs necessary to return the product.

This allocation of return costs is also used in the supplied reference material.

We will bear the return shipping costs where:

• We expressly agree to do so;
• Mandatory consumer law requires us to do so; or
• The return results from a confirmed defect, damage, incorrect item or another error attributable to us.

Please do not send parcels on a Cash on Delivery, postage-due or similar basis unless we have specifically authorized this method.

We recommend using a trackable return service and keeping proof of shipment until your return has been completed.

Voluntary 30-Day Returns

For change-of-mind returns under our voluntary 30-day return policy, customers are generally responsible for return shipping costs.

This does not apply to confirmed defective, damaged, incorrect or otherwise non-conforming products for which we are responsible.

9. Return Inspection

Once a returned product reaches the designated return location, it will be inspected.

The inspection may include checking:

• Product condition;
• Accessories and components;
• Signs of excessive use or damage;
• Original order information; and
• Compliance with the applicable return conditions.

We will notify you when the return has been reviewed.

For voluntary returns, an item that has been damaged, materially altered, incompletely returned or used beyond what is reasonably necessary may be refused or may result in an appropriate deduction where permitted by law.

Any deduction relating to a statutory withdrawal will only be made to the extent permitted by mandatory consumer law.

10. Refunds Under the EU/EEA Statutory Right of Withdrawal

Where you validly exercise an applicable statutory right of withdrawal, we will reimburse the payments covered by the withdrawal, including the cost of our least expensive standard delivery option offered for the relevant order.

Additional delivery costs resulting from your choice of a more expensive shipping method, such as express or premium delivery, do not need to be reimbursed beyond the cost of the least expensive standard option.

Refunds will be processed without undue delay and within the legally required period, generally no later than 14 days after we are informed of the withdrawal.

For physical goods, where permitted by law, we may withhold reimbursement until:

• We receive the returned goods; or
• You provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

Unless otherwise agreed or required by law, reimbursement will be made using the same payment method used for the original transaction.

The supplied reference policy likewise provides for reimbursement within the statutory period and allows the refund to be withheld until the goods or acceptable proof of return are received.

11. Refunds Under Our Voluntary 30-Day Return Policy

For voluntary returns outside the statutory withdrawal period, we will first receive and inspect the returned product.

If the return is approved, we will normally initiate the refund within 10 business days after approval.

This period refers to the time needed for us to initiate or submit the approved refund.

After we initiate the refund, the time required for the funds to appear in your account may depend on:

• Shopify or the payment service used for the transaction;
• Your bank;
• Your card issuer;
• PayPal or another payment provider, where applicable;
• Currency conversion procedures; and
• Local banking processing times.

Accordingly, the date on which the refund appears in your account may be later than the date on which we initiate it.

The supplied reference policy uses a 10-business-day target for approved voluntary refunds while also recognizing additional processing time by banks and payment providers.

If more than 15 business days have passed after we confirmed that your refund was approved and you have not received it, please contact:

Email: kontakt@falster-iot.com

12. Refund Method

Where reasonably possible, approved refunds will be returned through the original payment method.

If the original payment method cannot receive a refund, or where a different refund method is required because of the payment method used, we may contact you to arrange an appropriate alternative.

For example, an order paid through Cash on Delivery may require a separate refund arrangement because payment was originally collected by the delivery provider.

We will never ask you to provide account passwords, PayPal passwords or other confidential login credentials by email or telephone.

13. Taxes, Duties and Refund Adjustments

Refunds of product prices, shipping costs, taxes and other charges will be handled in accordance with:

• Applicable consumer law;
• The reason for the return;
• The type of refund;
• The payment method used; and
• Applicable tax or customs rules.

Where taxes were collected directly through checkout and are refundable, the appropriate amount will normally be included as part of the refund transaction where supported by the relevant payment and tax system.

Customs duties or import charges paid directly to government authorities or third parties may be subject to separate refund procedures outside our control.

14. Shopify Return and Refund Processing

Where available, return and refund requests may be managed through the customer account, self-service return interface or other return functionality provided through our Shopify store.

Depending on the order and the available service, this may allow customers to:

• Submit a return request;
• Select products to return;
• View return instructions;
• Receive return shipping information;
• Monitor return status; and
• Receive refund notifications.

If an online return option is not available for your order, please contact us by email.

Our customer support team may also process returns and refunds directly through our store administration system.

15. Order Cancellation

If you need to cancel or modify an order, please contact us as soon as possible.

We will try to assist before the order has entered fulfilment.

Once an order has been processed, packed or dispatched, cancellation or modification may no longer be possible.

Any mandatory statutory withdrawal or cancellation rights remain unaffected.

16. Returned or Refused Parcels

Where a parcel is returned because:

• The customer supplied an incorrect address;
• Delivery could not be completed after reasonable attempts;
• The parcel was not collected; or
• Delivery was refused without an applicable statutory or contractual basis,

reasonable direct costs caused by the failed delivery or return may be deducted from a refund where permitted by law.

This does not restrict mandatory consumer rights.

17. Customer Support

For return and refund questions, email is our primary written support channel:

Email: kontakt@falster-iot.com

You may also contact us by telephone:

Telephone: +45 24 22 42 90

Written communication is recommended for return requests because it provides a record of the request, order information and applicable return instructions.

If telephone support is temporarily unavailable, please contact us by email.

18. Mandatory Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, reduce or replace mandatory consumer rights.

Where any provision of this policy conflicts with mandatory consumer protection legislation, the mandatory legal provision will apply.

19. Company Information

Company name: Falster IoT ApS
CVR number: 44106485
Managing Director: Dennis Dalgaard Gottlieb

Registered company address:
C/O Dennis Gottlieb
Østrigsvej 42
4800 Nykøbing F
Denmark

Email: kontakt@falster-iot.com
Telephone: +45 24 22 42 90