Where should you report a fault, and what does the shop ask you to prepare? We reviewed public complaint instructions at 20 selected shops serving the Danish-language online market.
Illustration: purchase information, a fault description and relevant photo evidence. The review below shows what the checked shop instructions mention.
What the sources showed
Relevant sources for 19 of the 20 selected shops were readable in full text. For POWER we could access search extracts only. Its entry is marked partial and excluded from full-text observations.
Three distinctions help before you write: online and store purchases may have different routes; an order number and invoice number are not necessarily interchangeable; an email-response estimate differs from time to a completed repair.
For Imerco, the fully verified complaint instructions here cover larger and heavier goods only. Computersalg’s complaint page redirected to csmegastore.dk; the frozen sample name has been retained.
What can you prepare before contacting the shop?
16 of the 19 full-text records mention specific purchase details such as an order number, invoice or receipt. 9 of 19 mention photos or video of the fault, and 13 of 19 mention a written fault description. These counts include requests, recommendations and the shops’ statements about necessary details for the described routes.
These are 19 checked records among 20 purposively selected retail names, not a survey of the whole market. POWER is excluded because only partial sources were accessible; the Imerco record covers larger/heavier goods only.
The additional documentation coding was completed on . Relevant primary pages for all 19 full-text records were rechecked. Each item is coded as described as necessary by the shop, requested, recommended, not mentioned in the checked sections, or unknown with partial access. If a checked route uses stronger wording than another, the strongest explicit wording is used with its condition preserved. This does not mean every product and purchase channel has the same requirements.
Receipt photos count as purchase evidence; photo requests for change-of-mind returns do not count as fault images for complaints. Hidden portal steps were not completed. Time statements are separated into general replies, repair and processing after receipt; we do not calculate a combined average. The published coding and counts can be recomputed locally. Coding used AI tools and was not independently double-coded by two people.
A request and a requirement are different. ILVA describes photos and the order number as necessary. Proshop recommends photo/video links. Bog & idé expressly makes its own complaint form optional.
Where you bought it can change the route. Matas, for example, gives different instructions for online and store purchases. Find your own route in the record below.
A reply is different from a remedy. Six of the 19 records contain a general contact-response statement. Repair and processing estimates are shown separately with their own conditions; none of these times were measured in customer cases.
The directory describes the shop’s wording. It does not determine whether a requirement is lawful or whether your complaint is justified. Missing your receipt? See other ways to document your purchase.
Create an RMA/complaint case; contact support about a return label before posting.
Information mentioned
The two rechecked pages describe RMA creation and a fault description but specify no particular invoice/receipt detail. Later form steps were not tested. Serial number/IMEI is requested where relevant; photo/video links are recommended.
Next step described
Technicians assess the product; an external workshop may be involved and process updates are described.
The shop’s time statement
The rechecked repair FAQ says most cases are completed within 14 days, but processing can take up to 30 days. This is the shop’s statement, not measured case performance or a general statutory deadline.
Documentation in the checked instructions
Purchase documentation
Not mentioned in the checked sections. No specific invoice/receipt detail in the two rechecked pages.
Photos or video of the fault
Recommended by the shop. Photos/video are recommended; a link can be added to the RMA case.
Written fault description
Described as necessary by the shop. Describe the fault and when/how often it occurs.
The redirected complaint form is available. Terms recommend prior RMA registration but describe it as optional.
Information mentioned
The form start asks for the purchase phone number and invoice number, explicitly distinguishing invoice from order number. Terms recommend an invoice copy.
Next step described
Wait for the case number and return label by email before posting. The form says products cannot be dropped off at the address.
The shop’s time statement
No numerical response or repair time observed in the checked complaint sections.
Documentation in the checked instructions
Purchase documentation
Described as necessary by the shop. The initial form asks for purchase phone number and invoice number, not order number.
Photos or video of the fault
Not mentioned in the checked sections. Photos/video are not mentioned in the checked case-creation instructions.
Written fault description
Requested by the shop. The form includes a fault-description field.
Use the contact page for a complaint; contact customer service before sending the product.
Information mentioned
The guide asks for a fault description and, preferably, steps already tried. A specific order/receipt-number requirement was not observed in the checked complaint sections.
Next step described
The company describes examining the fault, discussing a solution and providing receipt/process updates.
The shop’s time statement
No numerical response or repair time observed. Ordinary-return processing times are excluded.
Documentation in the checked instructions
Purchase documentation
Not mentioned in the checked sections. No specific purchase detail in the checked faulty-item guide.
Photos or video of the fault
Not mentioned in the checked sections. Photos/video are not mentioned in the checked faulty-item guide.
Written fault description
Recommended by the shop. Describe the problem and any solutions already tried.
For online purchases use the linked complaint portal; for store purchases visit a Matas shop.
Information mentioned
The article mentions proof of purchase. For faulty/incomplete deliveries it asks for photos of the box with label and of the wrong/faulty item.
Next step described
Follow the portal instructions, or let a shop assess a store purchase. Direct supplier contact is suggested for named brands, with further Matas help described.
The shop’s time statement
No numerical response or processing time observed in the checked complaint article.
Documentation in the checked instructions
Purchase documentation
Described as necessary by the shop. The article describes proof of purchase as a condition.
Photos or video of the fault
Requested by the shop. Faulty/incomplete deliveries: photos of box/label and item are requested.
Written fault description
Not mentioned in the checked sections. A separate written fault description is not mentioned in the article; portal steps were not tested.
For faulty/wrong goods contact customer service: online@magasin.dk or 33 11 44 33.
Information mentioned
Section 7 asks for order number, optionally item number, fault description and a photo showing the defect where possible.
Next step described
Contact customer service for a return label. The section describes return or a proportionate price reduction and paid return postage.
The shop’s time statement
No numerical customer-service or complaint-processing time observed in section 7. A separate transport-damage notification request is not a response time.
Documentation in the checked instructions
Purchase documentation
Described as necessary by the shop. Order number is required by the wording; item number is optional.
Photos or video of the fault
Requested by the shop. An item photo is requested, qualified by whether it can show the fault.
Written fault description
Described as necessary by the shop. Describe what is wrong to obtain a return label.
Routes depend on purchase channel, payment method and product.
Contact a shop, kundeservice@sport24.dk or 30 21 38 50. Online purchases also have a returns portal; store purchases can be posted after requesting a label/form.
Contact a shop, kundeservice@sport24.dk or 30 21 38 50. Online purchases also have a returns portal; store purchases can be posted after requesting a label/form.
Information mentioned
For posted store purchases the page asks for a complaint form plus receipt number or receipt, and describes an alternative if printing is impossible.
Next step described
A shop assesses damage and next steps; alternatively post to the complaint department following the instructions. Special payment/printed-product cases use posting.
The shop’s time statement
For posted items the stated processing estimate is about 3–4 working days after receipt; not a measured actual result or statutory deadline.
Documentation in the checked instructions
Purchase documentation
Described as necessary by the shop. Posted store purchases: completed form and receipt number or receipt.
Photos or video of the fault
Not mentioned in the checked sections. Photos/video are not mentioned in the checked general guide.
Written fault description
Not mentioned in the checked sections. A separate fault description is not mentioned on the checked page; the linked form was not completed.
Contact a local BabySam shop or use the linked online complaint route.
Information mentioned
With a linked receipt, use the member-profile order. Otherwise online purchases start with purchase email/order number; store purchases with photos of receipt,item and fault.
Next step described
A shop can assess repair/replacement. Linked order information can be transferred into the online complaint.
The shop’s time statement
The guide expresses a desire for quick processing but gives no numerical response or completion time.
Documentation in the checked instructions
Purchase documentation
Described as necessary by the shop. Without a linked order: purchase email/order number online, receipt photo for store purchases.
Photos or video of the fault
Described as necessary by the shop. Unlinked store purchases: photos of the item and fault.
Written fault description
Not mentioned in the checked sections. A separate written fault description is not mentioned on the page; portal steps were not tested.
Online: contact form or 79 42 59 42. Store: visit a shop or contact customer service by form/phone.
Information mentioned
Online instructions request order number,item photo and fault description. In store, bring receipt/invoice; attaching damage/receipt photos to the form is recommended.
Next step described
For store purchases bring the item to a shop. For online purchases submit the listed information to customer service.
The shop’s time statement
No numerical response or processing time observed in the checked complaint sections. Transport-damage text mentions quick contact without a number.
Documentation in the checked instructions
Purchase documentation
Requested by the shop. Online: order number. At a store: receipt/invoice.
Photos or video of the fault
Requested by the shop. Online: a photo is requested. Store purchases via form: photos are recommended.
Written fault description
Requested by the shop. Online: a fault description is requested.
The list of 20 familiar retail names was fixed before source reading on 30 October 2026. Names were purposefully selected across product categories serving the Danish-language online market. This is not a random or representative sample, not necessarily 20 independent corporate groups, and not a ranking.
We looked for official complaint, help and terms pages. Each entry includes source URLs, reading dates and full-text/search-extract status.
We recorded explicit contact routes, requested purchase information, described next steps and any time statements. Recommendations were distinguished from the shop’s wording about requirements, preserving product and purchase-channel limits.
Only full-text sources support verified observations. Partial access means unknown, not absent guidance. “Not observed” applies solely to the sections read.
No customer case, purchase, login or form submission was carried out. We did not measure service quality, actual response times, legal compliance, resolutions or satisfaction.
The review was prepared using AI tools and checked against the listed sources. It is published by Reklamationsret.dk, which has the same owner as Refunded.dk. The retailers did not commission the review or approve its observations.
Retailer content can change. To report a specific error, email the page, source URL and affected information to Reklamationsret@proton.me. Please do not send sensitive case details.
Download the observations
The curated review includes sources and scope in English CSV, Danish CSV or bilingual JSON. Raw source extracts and private working notes are excluded.
