Returns, Refunds & Order Cancellation Policy

Last Updated: October 13, 2026

At drvoq, we believe that customers should have access to clear information about their purchases and the options available if an order does not meet their expectations.

This policy explains how to request a return, exercise your right of withdrawal, report a product problem, cancel an order, and obtain a refund.

The provisions below apply to purchases made through our online store. They are subject to applicable consumer protection laws, and nothing in this policy reduces any mandatory legal rights.

1. Your Right to Withdraw from a Purchase

Consumers covered by European Union consumer protection legislation generally have 14 calendar days to withdraw from an eligible distance purchase without giving a reason.

For physical products, this period normally begins when you or a person nominated by you, other than the delivery carrier, receives the goods.

For orders delivered in multiple separate shipments, the withdrawal period generally begins upon receipt of the final item.

To exercise this right, you must communicate your decision before the applicable withdrawal period expires.

Contact email: kenmorekerouac@gmail.com

Please include your order number and a clear statement that you wish to withdraw from the purchase.

You may use the following wording:

"I hereby notify you that I wish to withdraw from my purchase of the following goods: [product name], order number [order number]."

We will provide further guidance about returning the goods.

2. Returning an Item

If you exercise your statutory withdrawal right, you must return the goods without undue delay and no later than 14 days after notifying us of your withdrawal, unless we have agreed to collect them.

You may examine the products as reasonably necessary to determine their nature, characteristics, and functionality.

For safe and efficient handling of returns, we recommend that you:

• Include the accessories and documentation supplied with the product.

• Use the original packaging when available, although this is not mandatory for exercising your statutory withdrawal right.

• Protect the item against damage during return transportation.

• Retain your postage receipt and tracking information.

You may be responsible for diminished product value caused by handling beyond what is necessary to inspect the goods, as permitted by applicable law.

Your statutory withdrawal rights are not automatically lost merely because the original packaging has been opened or discarded.

3. Return Shipping Charges

The cost of returning an item depends on the reason for the return and the applicable legal requirements.

Change-of-mind returns: Where permitted by law and properly disclosed before purchase, customers may be responsible for the direct cost of returning goods under the statutory withdrawal right.

Incorrect, defective, or nonconforming products: Where we are legally responsible for a product issue, we will cover the necessary return shipping costs in accordance with applicable law.

If an item is damaged, defective, or different from the product ordered, contact our support team before arranging a return whenever reasonably possible.

Email: kenmorekerouac@gmail.com

We will explain the appropriate return arrangements and any applicable shipping reimbursement.

4. Products Arriving Damaged or Incorrect

We aim to ensure that orders are fulfilled accurately and that products are delivered in the condition described.

If something is wrong with your order, please notify us as soon as reasonably possible.

Examples include:

• An item damaged during delivery.

• A product that does not function as reasonably expected.

• An incorrect product or variation.

• Missing components included in the product description.

• Goods that do not conform to the purchase agreement.

To help us investigate, please provide your order number, a description of the issue, and photographs where reasonably available.

Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, a price reduction, or a refund.

For consumers covered by EU rules, statutory conformity rights, including the applicable legal guarantee, remain unaffected by this policy.

5. Refund Amounts and Timing

When a consumer validly exercises a statutory right of withdrawal, we will reimburse the payments covered by that right, including the original standard delivery charge where legally required.

Additional charges resulting from a customer's choice of a more expensive delivery method may be excluded to the extent permitted by law.

Refund deadline: We will make the required reimbursement without undue delay and no later than 14 days after being informed of a valid withdrawal decision.

Where legally permitted, we may withhold reimbursement until we have received the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first.

Refunds will ordinarily be issued through the original payment method unless another method is expressly agreed upon and does not result in additional fees for the customer.

Your bank or payment provider may require additional time to display the refunded amount after the transaction has been processed.

Refunds for defective or nonconforming goods will be handled according to the applicable statutory remedy and legal deadlines.

6. How to Request a Return or Refund

Step 1 — Contact customer support

Send your request to kenmorekerouac@gmail.com.

Please provide your order number, the product concerned, and the reason for contacting us. Supporting photographs may be helpful for damaged or incorrect products.

Step 2 — Receive return guidance

Our support team will review your message and provide instructions where a physical return is required.

The appropriate return destination will be communicated by email.

The business contact address listed below should not be assumed to be the return processing address.

Step 3 — Send the goods back

Where a return is necessary, package the item securely and use the return arrangements provided.

We recommend retaining evidence of shipment until the matter is resolved.

Step 4 — Resolution

We will complete the applicable refund, replacement, repair, or other remedy in accordance with your legal rights and the circumstances of the order.

You will receive relevant updates through the contact details associated with your request.

7. Cancelling an Order

If you need to cancel an order, please contact us promptly at kenmorekerouac@gmail.com.

For orders that have not yet been dispatched, we will make reasonable efforts to stop fulfillment and arrange the appropriate refund.

Once an order has entered the delivery process, immediate cancellation may no longer be operationally possible.

However, this does not affect any applicable statutory withdrawal rights. Eligible customers may still exercise those rights within the legal period.

Please provide your order number when requesting cancellation.

8. Cash on Delivery Orders

Cash on Delivery is applicable only where it is expressly offered as a payment option during checkout.

Customers selecting this method must provide accurate recipient and delivery information and pay the amount specified in the order confirmation when required.

Where a Cash on Delivery purchase qualifies for a refund, we will arrange a lawful reimbursement method with the customer, without imposing prohibited refund fees.

The availability of Cash on Delivery may vary depending on the destination and order.

9. Products Excluded from the Right of Withdrawal

Certain transactions may be excluded from the statutory withdrawal right under applicable consumer legislation.

Examples may include:

• Goods manufactured to the consumer's specifications or clearly personalized.

• Sealed products unsuitable for return for health or hygiene reasons after the seal has been broken.

• Other specific categories expressly exempted under applicable legislation.

Any exclusion applies only when the relevant legal conditions are satisfied.

These exceptions do not eliminate mandatory rights relating to defective or nonconforming goods.

10. Additional Consumer Protection Information

We want our returns process to be transparent and accessible.

Customers are not required to waive statutory consumer rights as a condition of obtaining assistance.

A return request does not automatically become invalid because a customer cannot provide photographs, although supporting evidence may help us assess certain product issues.

Where a statutory withdrawal right applies, notifying us of the withdrawal within the legal period is sufficient to exercise that right. Customers do not need prior approval to exercise it.

If any part of this policy is inconsistent with mandatory consumer protection legislation, the applicable legal requirements will take precedence.

11. Customer Support and Business Information

For assistance with a purchase, return, refund, cancellation, or product concern, please contact:

Customer Support: drvoq

Email: kenmorekerouac@gmail.com

Registered Business Name: FLYVHOLM BESLAG & VÆRKTØJ A/S

Registered Business Address: Norgesvej 14, 6100 Haderslev, Denmark

CVR Registration Number: 87530914

When contacting us about an existing purchase, please include your order number so we can identify the relevant transaction.

We appreciate your business and aim to handle after-sales requests fairly, consistently, and in accordance with applicable consumer protection requirements.