Terms of trade

Here you find the terms of trade for purchases made at clausdalby.dk. All terms are gathered on this page to give you an easy overview of your legal rights as well as the specific terms we offer you as a customer.

General terms and conditions

These terms of trade and delivery apply to purchases made at clausdalby.dk, own and run by Forlaget Klematis A/S. Here you can buy beautiful lifestyle and gardening products chosen by Claus Dalby.

As a customer you have the right to acquire information about your personal information in agreement with current legislation. You also have the right to ask to have your personal information changed or deleted.

If you have any questions please write to our customer service, which aims to reply within 48 working hours.

Agreement of purchase

Agreement of purchase is made when you chose to register your payment at check out. The order confirmation is then generated automatically without any manual verification. Should any errors occur with the order, we will contact you. It could be a reservation error, or that the item has an altered time of delivery or other unforeseen occurrences.

Prices

The prices we have on our website, are our current market prices with a 25 % tax included. This tax is included in the prize that you are shown at check out. In the event of the tax changing, we claim the right to change the prices accordingly. Adjustments in prices can happen at any time without prior notification.
The prices do not include shipping. Shipping costs are added at checkout, before you finalise your purchase.

Wrong prices

On rare occasions a wrong price may be advertised. If you have purchased an item at what is obviously a wrong price, we will contact you, and in such instances, we claim the right to adjust the price, or alternatively to cancel the order.

Availability

We strive to have as many items as possible in our own warehouse. Part of our assortment is, however, on-demand items. When we have received your order, we will place an order with our supplier. In the event that this delivery is delayed or the product no longer available, we will contact you via e-mail. In cases where the item is no longer available, we will refund your purchase.

Shipping and delivery

Delivery times and rates

With orders, where we have all items in stock, we normally ship within two to five business days. If an ordered item is not in stock, this will have to be ordered from our supplier. When the item has arrived at our warehouse, our ordinary shipping time applies. On bank holidays and on event days like Black Friday, shipping times may be affected, which we will, as far as possible, announce here on the site.

Order confirmation

Shortly after finalising your order, you will receive an order confirmation with information about your purchase as well as the current state for the items ordered.

When your order is sent to our warehouse, you will receive a delivery message via e-mail. In this delivery message you will find a tracking link enabling you to follow your order from our warehouse to your place of delivery or to your home.

You will be notified via a text message, when your order/orders can be collected, or when you may expect a home delivery. Your order may arrive at the pickup point in more than one delivery, but you can always trace your order via the carrier’s website.

Unclaimed packages and failed delivery attempts

Please note! In the event that you refuse the delivery of an order, or do not react to an attempt at delivery (within ten days of attempted delivery), it will be returned to our warehouse. This is also the case, if an insufficient or incorrect address has been given when ordering, resulting in the order not being delivered. It is therefore important to give a correct address on the order and also that the name on the order is shown at the address, to which the carrier will deliver.

Payment

General terms

Payments are made via Worldline and ePay. You can pay with Visa, Visa/Dankort, Visa electron, Mastercard, Mastercard debit and Mobile Pay. Payment is not withdrawn from your account, until we ship your order.

Right of cancellation and return

If you are not happy with your purchase, you have a fourteen day right of withdrawal, from the day on which you receive your items (or the last item if they were shipped separately.)

Your right of cancellation

If you regret your purchase before your order has been processed at our warehouse, please contact customer service. If you regret your purchase after the processing of your order has begun, the order will be shipped. If this is the case, we would highly appreciate it, if you will contact our customer service, so we may register that you do not want to collect or receive the order. Then it can be returned to our warehouse.

Returns policy

If you are not happy with an item that you have purchased, you may return it and get a refund. You will cover the return shipping yourself.

After notifying us that you want to return your purchase, you have fourteen days in which to return the item(s) to us.

If you have purchased several items from us, you may choose to return one or more items, even though they are part of one order.

If you receive your order and wish to return it, please use this returns form:

Returns form

Condition of the item

You can try the item in the same way that you would in a shop, but you cannot start actually using it. If the item has been used further than what is described above, we will regard it as having been used. This means that you, if using your right of withdrawal, will only be refunded part of or none of the purchase sum, depending on the item’s commercial market value.

The item must be returned in its original packaging. If the original packaging is missing or is damaged by stickers or other things, this may result in a depreciation of the item.

Depreciation of the item

We claim the right to deduct a sum for any depreciation of your item. This sum will be deducted from the total refund before this is applied to your credit card.
We will assess each returned item separately.

Processing time and refunds

We will refund all payments from you at the latest fourteen days from the day, when we have received you message that you want to use your right of withdrawal.

The money will be refunded via the same means of payment used by you when ordering.

We can withhold the payment, until we have received the item, unless you send us documentation that you have returned it.

When we complete the refund, the money will be in your account within one to three banking days.

Complaints

General terms

We apply to the Danish Købelov (sales law’s) right of complaint, which means that you have a two year right of complaint period, after having received your item. This presupposes that all care instructions have been followed and that normal care has been taken. In the event of a complaint we recommend that you contact our customer service, which will then guide you through the procedure. This will ensure a faster response time. You will then be asked to send in a photo to clearly show the defect.

In the event of a complaint the defect must be reported as soon as possible, or as soon as it is detected. If you report the item’s defect within two months after discovering the defect or should have detected the defect, this is always regarded as within reasonable time. We strongly recommend, however, that you check the item as soon as possible after receiving it, so any defect can be detected at once, and there can be no doubt that the damage has not happened after you have received the item. When a complaint is accepted, we, as retailer, are responsible for all costs related to the returning of the item, including all shipping costs.

Delivery issues

If an item is damaged upon delivery, our customer service should be notified immediately. If we have to claim the damage with our carrier, we must do so within one to three days. We would therefore appreciate that you report the damage within this time frame.

This goes for both visible and hidden transport damage. If the damage is visible, you should report this directly to the carrier upon receipt of the shipment. Ask the carrier to make a note about the damage on your copy of the consignment note. Please remember to always keep the packaging, so the complaint can be handled correctly.

In the event of a faulty delivery, clausdalby.dk should be notified as soon as possible.

Shipping costs

In the event of an acknowledged complaint, we will send you a prepaid return shipping label for you to use, when returning your package. When we have received your item, a new one will be sent to you, if it is still in stock. In this way you pay no return shipping, neither do you pay for shipping of the new item.

Privacy policy

We need the following information when you shop with us: Name, address, phone number and e-mail address. We register and pass on your personal details in order to be able to deliver your order to you. Personal information is registered at clausdalby.dk and is kept for five years, after which the information is deleted.

We furthermore collaborate with a number of third parties, which store and process data.

These approved third parties solely treat information on our behalf and may not use them for their own purposes.

We only collaborate with data processors in the EU or in countries, which offer your data sufficient protection.

Forlaget Klematis A/S is responsible for data from clausdalby.dk. You are always entitled to send us your objections against the registration. You are also entitled to get insight into what information is registered about you. These rights are yours according to the Danish Data Protection Act.
Please contact our customer service for matters concerning this: [email protected].

Right of appeal

If, as a customer, you wish to complain about your purchase, please contact our customer service via e-mail.

If we are not able to find a solution, you can send a complaint to:

Nævnenes Hus
Toldboden 2
8800 Viborg

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