Reklamationsret
Right to complain — 2 years
Last updated 13 August 2026
Danish Købeloven gives you two years to complain about a fault that was present in the goods when they were handed over. This is a separate right from the 14-day right of withdrawal, it lasts far longer, and it is not affected by using or not using the other one.
The two rights, side by side
| Right of withdrawal | Right to complain | |
|---|---|---|
| Danish term | Fortrydelsesret | Reklamationsret |
| Period | 14 days from delivery | 2 years from delivery |
| Reason needed | None | A fault present when handed over |
| Condition of goods | Unused, as examined in a shop | Used is fine — that is usually how a fault appears |
| Who pays return postage | You | We do |
| Outcome | Refund | Repair, replacement, reduction or refund |
If you have had a cup for three months and the handle comes away in your hand, the 14 days are long gone but the two years are not. Use this right. The 14-day right is here.
What counts as a fault
- A handle that separates or cracks in normal use.
- A glaze that crazes, flakes or lifts within the period under normal use and washing.
- A cup that leaks, seeps or weeps through the body.
- A cup that does not match the measurements published for it beyond the stated ±5%.
- A base that grinds and scratches a table because it was never properly finished.
- Anything that arrives different from what was ordered or described.
What does not
- Variation between pieces. Each cup is finished by hand, so dimensions vary by up to ±5% and no two glazes are identical. Variation in colour, glaze pooling and small surface pinholes are characteristics of the process, not faults.
- Thermal shock cracking. Avoid sudden temperature changes. Do not pour boiling water into a cold cup straight from the fridge, and do not move a hot cup into cold water — ceramic can crack from thermal shock. A crack that appears after boiling water goes into a cup straight from a cold windowsill is damage, not a fault.
- Damage from a microwave where the item is marked unsuitable. The two cups with a platinum lustre rim say so on the product page, in the basket and on the box.
- Scratched glaze from abrasive cleaning. Steel wool and scouring powder will mark a glaze. Use a soft brush.
- Ordinary wear. Cutlery marks, gradual staining of an unglazed foot, and softening of a matte surface over years of dishwashing.
- Breakage from dropping it. We are sorry, but that is not a fault in the cup.
How to raise a complaint
- Email support@unikakceramics.shop with your order reference, what has happened and a photograph. Photographs settle most of these in a single exchange.
- Tell us within a reasonable time of noticing. A complaint made within two months of discovering the fault is always in time.
- If we need the cup back, we send you a prepaid label. You are never out of pocket for postage on a valid complaint.
- We repair, replace, reduce the price or refund. For ceramics it is almost always a replacement or a refund, since a fired glaze cannot meaningfully be repaired.
Breakage in transit is not this
If a parcel arrives with a broken cup in it, that is a transit claim rather than a fault in the goods, and it moves faster. Report it within 14 days of delivery with a photograph of the box and the pieces — see delivery and breakage.
If we disagree
You can take the matter to Center for Klageløsning and, if that does not resolve it, Forbrugerklagenævnet. Details on complaints and dispute resolution.