FREQUENTLY ASKED QUESTIONS

COMPLAINT & RETURNS

• What should I do if the complaint or return form isn't working?

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  Still not working? Just reach out to us at contact@rowico.com – we’re happy to help!

• How long is the withdrawal period?

  You have the right to withdraw from this contract within fourteen (14) days from the day you receive your order.

  To exercise your right of withdrawal:

  1. Notify us within 14 days by completing our withdrawal form or by using the standard form provided by the relevant consumer authority.
  2. Return the goods within 14 days from the date you notified us, in their original packaging, unused and in unchanged condition.
  3. For goods returnable via parcel service, you bear the direct return cost of €29 (DKK 195 in Denmark). For goods not returnable via parcel service (freight goods), we will arrange collection. The return cost in such cases is €89 (DKK 595 in Denmark, €99 in Austria).
     
     

  We will refund all payments received from you, including standard delivery costs (excluding any extra costs due to your choice of a delivery method other than our standard option), within 14 days from the day we are informed of your decision to withdraw. We may wait with the refund until we have received the goods or you have provided proof that they have been returned, whichever comes first.

• How is the refund processed if I withdraw, and how long does it take?

  If you withdraw from your purchase, we will refund all payments, including standard delivery costs, within 14 days of being informed of your decision. We may wait to issue the refund until we have received the returned goods or proof of return.

  Refunds are made via Klarna using the same payment method as the original transaction.

• What if I no longer have the original packaging when withdrawing?

  To receive a full refund, the item must be returned unused and in unchanged condition. While the original packaging is not mandatory, we strongly recommend using it to ensure the item is properly protected during return shipping. If the original packaging is missing, or if the item is damaged or reduced in value due to inadequate packaging or handling, a deduction may be made from your refund.

• How do I file a complaint about a product?

  If your product is damaged or faulty, you have a two-year complaint period in line with EU consumer protection regulations.

  To file a complaint, please follow these steps:

  1. Inspect your item upon delivery and report any visible damage as soon as possible.
  2. Complete our complaints form, including a description of the issue, clear photos of the defect, your order number, and the product article number.
  3. We will review your case and get back to you with the next steps.

  
  If your complaint is approved, we will offer one of the following solutions:

  • Repair or correction of the fault.
  • A replacement product if the issue cannot be resolved.
  • A price reduction if neither repair nor replacement is possible.

  
  We cover the return shipping cost for all approved complaints.

  Please note:
  If you purchased the item via a retailer, the complaint must be handled directly with them.

  Our furniture is intended for indoor use in private homes only and is not tested or approved for use in public or commercial environments.

  We aim to handle all complaints within 30 days of receiving your request, although this may vary depending on the product.

  Rowico Home reserves the right to decline a complaint if the issue does not meet the criteria for a valid complaint under consumer law.

• What complaint rights apply to Rowico Home products?

  All our products are covered by a two-year complaint period in accordance with consumer protection laws. This means you have the right to file a complaint if a product:

  • Has an original defect – a fault that was present at the time of delivery.
  • Does not correspond to what was agreed at the time of purchase.
  • Otherwise fails to meet the requirements set out in the law.

  
  Complaints must be submitted within a reasonable time after discovering the issue. If your complaint is approved, we will cover the return shipping cost and resolve the issue through repair, replacement, or a price reduction.

  Please note that our furniture is intended for indoor use in private homes only. It is not tested or approved for use in public or commercial environments.

• What faults and damages are not covered by the right to complain under consumer law?

  The right to complain applies only to original defects – that is, issues that were present in the product at the time of delivery. It does not cover damages or faults resulting from normal wear and tear, improper use, accidents, insufficient maintenance, or any alterations or modifications made by the customer after purchase.

  This means, for example, that scratches, stains, or other signs of wear from regular use, or damage caused by not following the care instructions, do not qualify for a complaint.

  Many of our products are made from wood – a living natural material. As such, natural variations such as knots, grain patterns, or colour shifts may occur. These features are not considered defects and do not qualify for a complaint.

• What applies if I need to make a complaint about a product but lack the original packaging, and who is responsible for the packaging cost?

  As a customer, you are responsible for returning the item in a way that prevents damage during transport. If the original packaging is missing, you should use a suitable replacement, such as a sturdy box or other protective packaging, to ensure that the item, its parts, and accessories are not damaged.
  
  If the item is damaged due to insufficient packaging during transport, it may negatively affect the complaint case.

• What should I do in case of transport damage?

  When you receive a delivery/pick up a package, the goods must always be checked for transport damage before signing the delivery note. Visible damage or missing packages must be reported directly on the delivery note before signing. Then receive the goods and report the damage in the transport damage form. 

  Hidden damages must be reported to Rowico Home within 7 days of receipt.

  1. Photograph the damage, both the packaging and the damaged item.
  2. Fill in our transport damage form.
  3. We will contact you with instructions on how to handle the damage.
     
     

  Upon approved complaint, we will send you a return shipping label. You then book the pickup of the item yourself. If we do not require the item to be returned, you may keep it at no cost.

  If a product needs to be replaced, this will be done with an equivalent model. If the product is no longer available, you are entitled to a refund.

  In the case of an approved complaint, Rowico Home always covers the cost of shipping a new item free of charge.

• Can I buy spare parts for your furniture?

  Yes, we offer spare parts for many of our furniture. Contact your nearest retailer with information about your product and they will assist you further.

• How do I contact customer service?

  You can reach us most easily via email at contact@rowico.com where we respond within 48 hours. See more on the page Contact Us.