1. Introduction to Returns and Complaints

At On A Roll - Sushi Amager (Vibecast ApS), we pride ourselves on delivering high-quality, fresh food and excellent merchandise. However, we understand that errors can occasionally occur. This policy outlines your legal rights regarding complaints (Reklamationsret) and withdrawals (Fortrydelsesret) in accordance with the Danish Sales Act (Købeloven) and the Danish Consumer Contracts Act (Forbrugeraftaleloven).

Important Distinction: The rules differ significantly depending on whether you are purchasing perishable food items (like sushi) or durable goods (like restaurant merchandise or equipment).

2. Policy for Perishable Goods (Food & Takeaway)

2.1 No Right of Withdrawal (Ingen Fortrydelsesret) Please be aware that there is NO right of withdrawal (the standard 14-day return period) for the purchase of food, beverages, and other goods intended for immediate household consumption. This is strictly outlined in Section 18, subsection 2, no. 4 of the Danish Consumer Contracts Act. Once your order is placed and our kitchen has begun preparation, the order cannot be canceled, amended, or refunded simply because you changed your mind.

2.2 Right of Complaint (Reklamationsret for Food) While you cannot cancel an order, you absolutely have the right to complain if the food delivered by Vibecast ApS has a demonstrable defect. A defect includes receiving the wrong items, spoiled food, or food containing foreign objects.

  • Time Limit: Due to the perishable nature of our products, you must notify us immediately or within a very short timeframe after discovering the fault. The fault must be verifiable while the food is still fresh. Complaints made hours or days after pickup/delivery will be rejected.

  • How to Complain: Contact us immediately by phone at 31884717 or via email at hey@onaroll.dk. Please provide your order number and, if possible, photographic evidence of the issue.

  • Remedies: If your complaint is valid, we will offer a replacement of the specific faulty item, a proportional price reduction, or a full refund for the affected item, depending on the circumstances.

  • Exceptions: We do not accept responsibility for food quality degradation caused by the customer's incorrect handling, storage, or reheating after the food has been successfully handed over.

3. Policy for Durable Goods (Merchandise & Equipment)

3.1 14-Day Right of Withdrawal (Fortrydelsesret) For physical, non-perishable items purchased through our webshop (e.g., branded T-shirts, mugs, reusable chopsticks), you have a full 14-day right of withdrawal starting from the day you physically receive the item.

  • Notification: You must inform us of your decision to withdraw from the purchase within 14 days by emailing hey@onaroll.dk.

  • Returning the Item: You must return the item to our restaurant (Bremensgade 3, 2300 Copenhagen S) without undue delay, and no later than 14 days after notifying us. You are responsible for the direct costs associated with returning the item and for packaging it securely. We do not accept cash-on-delivery (COD) parcels.

  • Condition of the Item: You may inspect and try the item as you would in a physical store. However, if the item has been used beyond this, you are liable for any decrease in its commercial value. If the item is heavily used or damaged, you may receive only a partial refund or no refund at all.

3.2 2-Year Right of Complaint (Reklamationsret for Merchandise) For durable goods, the standard Danish 2-year warranty applies to manufacturing and material defects. You must complain within a "reasonable time" (usually within two months) after discovering the defect. Valid complaints will result in repair, replacement, a price reduction, or a refund.

4. Goods Excluded from the Right of Withdrawal

In addition to food, the following items cannot be returned:

  • Custom-made goods personalized to your specifications.

  • Sealed goods unsuitable for return due to hygiene reasons, where the seal is broken.

  • Event tickets or meal vouchers, unless the event itself is canceled by Vibecast ApS.

5. Refund Processing

Approved refunds will be processed using the original payment method used for the transaction. If we require bank details for a direct transfer, please provide your registration and account number securely via our Contact Page. Refunds are processed without undue delay and typically reflect in your account within 3-5 business days.

6. Dispute Resolution and Formal Complaints

If we cannot reach an agreeable solution regarding a product or service, you have the right to file a formal complaint with external authorities:

  • Danish Consumers: Contact the Danish Competition and Consumer Authority's Center for Complaints Resolution (Nævnenes Hus), Carl Jacobsens Vej 35, 2500 Valby. Website: www.forbrug.dk.

  • EU Consumers: If you reside outside Denmark but within the EU, you can submit your complaint via the European Commission's Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr/. When submitting, please include our email: hey@onaroll.dk.