Returns, cancellations & refunds
These terms apply to consumer purchases of physical goods from YŌNOBI, including home kits, advent calendars, merchandise and sale items. Different rules apply to booked experiences and gift cards, as set out below.
14-day right of withdrawal
You may withdraw from an online purchase without giving a reason by notifying us within 14 days after you, or a third party designated by you other than the carrier, receive the goods. If goods from one order are delivered separately, the period starts when the last item is received. For parcel-shop deliveries, receipt is when the parcel is collected. You may also withdraw before delivery. Statutory extensions of the deadline apply.
Send an unambiguous statement to hello@yonobi.com, or contact YŌNOBI, Nybrogade 28, 1203 København K, Denmark, telephone +45 71 99 41 90. You may use the model form below, but this is not compulsory. Please include your order number if available. Sending notice before the deadline is sufficient; our prior approval is not required.
We do not offer an additional voluntary return or exchange period. For earlier purchases, any more favourable terms agreed at the time of purchase continue to apply.
Returning the goods
Send or hand back the goods without undue delay and no later than 14 days after notifying us of withdrawal, to YŌNOBI, Nybrogade 28, 1203 København K, Denmark. The deadline is met if you send the goods before it expires. You bear the direct cost of returning goods when you change your mind, provided we informed you of this before purchase. You are responsible for the goods during return transport. Pack them securely and keep proof of dispatch. Original packaging is not an absolute condition for exercising your statutory right.
Opened or used goods
You may inspect the goods as necessary to establish their nature, characteristics and functioning. Handling beyond this may result in a deduction for the actual loss in value, provided you were correctly informed of your right of withdrawal. Opening a calendar does not automatically remove that right. Using the clay, consuming the surprises or returning an incomplete calendar may reduce its value. We assess the returned goods individually and explain any deduction. The deduction may equal the price of the goods only if the relevant loss in value is the full amount. We do not charge a fixed handling or restocking fee for withdrawal.
Refunds
We reimburse you without undue delay and no later than 14 days after receiving your notice of withdrawal. We may withhold reimbursement until we have received the goods or evidence that they have been sent back, whichever is earlier. We use the original payment method unless you expressly agree otherwise, without a reimbursement fee. If you withdraw from the entire order, we refund the original delivery cost up to the cost of our least expensive standard delivery option. Additional costs for a more expensive delivery method chosen by you are not refunded. Any lawful deduction for loss in value or direct return costs is itemised.
Uncollected parcels
Not collecting or refusing a parcel is not, on its own, notice of withdrawal. Please tell us whether you wish to withdraw or have the parcel sent again. Where non-collection is not due to an error on our side, you pay the agreed cost of resending. If you withdraw, we may deduct the actual direct cost of the return shipment, provided you were informed before purchase that you bear return costs. We do not add a handling fee. If the return is due to our error, we cover the necessary resending costs.
Purchases in a studio
For purchases concluded in a physical studio, we do not offer voluntary returns or exchanges for a change of mind. Your statutory rights concerning faulty goods remain unaffected. An online purchase paid for online remains subject to the statutory right of withdrawal even if collected in a studio. Earlier purchases retain any return or exchange rights agreed at purchase.
Pottery wheel classes
Our wheel classes are booked for specific dates and are not subject to the statutory 14-day right of withdrawal for goods. The cancellation terms supplied when you book apply. If YŌNOBI cancels your class, you are entitled to a refund; you may choose an alternative class or voucher instead.
Pinch Pot Café and events
For café reservations and events, the cancellation terms supplied when booking apply. The return rules for physical goods do not apply to an experience you have attended. Your statutory rights in the event of non-performance or defects remain unaffected.
Gift cards
New gift cards are valid for three years from purchase. Older cards sold with longer validity retain that period. Paid electronic gift cards have statutory redemption rights during their validity period and for up to one year after expiry. Contact us to request payment of the remaining value. Any applicable statutory right of withdrawal is unaffected.
Faulty goods and transport damage
Physical goods are covered by the statutory two-year right to complain about defects under the Danish Sale of Goods Act. Contact hello@yonobi.com within a reasonable time after discovering a fault; a complaint made within two months of discovery is always timely. Please describe the problem and include your order number and photos if available. For a justified complaint, we cover necessary return costs. Depending on the circumstances, you may be entitled to repair, replacement, a price reduction or cancellation of the purchase. Normal wear and damage caused by misuse are not defects for which we are responsible. These rights are separate from the right of withdrawal.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To YŌNOBI, Nybrogade 28, 1203 København K, Denmark, hello@yonobi.com:
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods / for the provision of the following service:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
Delete as appropriate.