General information
Hvalsøe ApS
VAT no: 41284293
Address:
Tværvejen 1
4900 Nakskov
info@hvalsoe-design.dk
Payment
Hvalsøe accepts payments with VISA, VISA Electron, Mastercard and JCB. Payment will only be debited from your account after the item has been dispatched.
All amounts are in Euro and includes VAT.
Payment takes place via a secure SSL connection through Pensopay, which is a recognised and popular service for processing payments online.
Delivery
Hvalsøe delivers on all weekdays, and we aim to ship your order as quickly as possible. The delivery time is approx. 1-3 working days (24 hours) unless otherwise stated on the product page. For international orders the delivery time is longer.
Hvalsøe offers the following shipping methods:
- GLS Parcel shop
- GLS Private delivery
For purchases of DKK 649 and above, free shipping is offered in Denmark to a GLS Parcel Shop.
If you do not collect your package within the collection deadline, the package will be sent back to us for a fee from GLS. We then cancel the order and return the value of the order minus the fee of DKK 40 from GLS for the return shipping.
Once Hvalsøe has handed over the package to the shipping company, it is the shipping company’s responsibility to deliver the package correctly. If you have any complaints in connection with the shipping company’s delivery or errors in connection with their handling, please contact the shipping company.
Warranty
The Danish Sale of Goods Act’s rules on defect products may apply to a purchase of goods.
When you shop with us as a consumer, you have the right to complain within 24 months. This means that you can either get the item repaired, exchanged, a refund or price reduction, depending on the specific situation. It is a requirement that the complaint is justified and that the defect has not arisen because of incorrect use of the product or other damage-causing behaviour.
You must submit your complaint within a “reasonable time” after you have discovered the fault of the item. If you complain within two months of discovering the defect, the complaint will always be timely.
If the complaint is justified, we will refund your (reasonable) shipping costs. As a starting point, we will try to have the item shipped with our shipping company, and you will receive a return label by mail, as a PDF, which you must print out yourself. The item must always be sent back in proper packaging. Remember to get a receipt for dispatch.
To submit a return request
Inquiries should be directed to, and complaints should be sent to:
Hvalsøe
C/O Thomas Kuperman
Tværvejen 1
4900 Nakskov
Parcels must be shipped directly to the above address and not to a parcel shop, post office or similar.
Packages sent via cash on delivery are not accepted.
Refund of the purchase amount
If a refund has been agreed, the amount will be paid to the credit card used for the payment.
Right of cancellation
There is a 30-day full right of return on goods purchased in our Webshop.
The period is calculated from the day you receive the order.
You must pay the return costs yourself. A return label is not included. We expect the item to be sent back in proper packaging.
Parcels must be sent directly to the above address and not to a parcel shop, post office or similar.
Cancellation must be notified to us within 30 days of purchase, and from the cancellation, you must return the shipment no later than 14 days after.
Use our return form to notify us and exercise your right to cancel:
Go to the return form
Condition of the item when you return it
You are only liable for any deterioration of the value of the goods which is caused by handling the goods in other ways than to solely determine the nature, characteristics and way of functioning of the goods. In other words – you can try the product in the same way as if you tried it on in a physical store.
If the item has been tried on in addition to what is described above, we consider it used, which means that if you cancel the purchase, you will only get a part or none of the purchase amount back, depending on the item’s commercial value.
To receive the full purchase amount back, you must, therefore, only do the same as you can in a physical store. You may test the product, but not actually use it.
We expect the item to be sent back in proper packaging.
Wear, maintenance and commissioning
Please note that some of our products are made of wood, which is a natural material. Therefore, it can be expected that the product will deviate to some extent from the indicative product images on the webshop. This applies, in particular, to patterns and colours. If you are not satisfied with the appearance of your product, you are welcome to return it. If there is a definite damage/fault, it should be submitted as a complaint.
Please note that wood must be maintained, and that maintenance must be expected.
It cannot be avoided that products, which are exposed to wear and tear from, e.g., knives (this applies, among other things, to cutting boards and knife magnets), will have visible marks and general wear and tear. If the product is used correctly, there will only be cosmetic wear/damage.
To keep the product in the best possible condition, we recommend that you read our guide to installation and maintenance.
If you want to treat our wooden products with e.g., oil, varnish or similar, we recommend that you test the product before, as the right to return expires after such treatment.
We also recommend that our magnetic products are tested before you install/use them. It is, for example, not all types of steel that are attracted to magnets.
Personal data policy
In order for you to enter into an agreement with us, we need the following information:
Name, address, phone no. and email address.
We register your personal data with the aim of being able to deliver the goods to you.
Your information is not passed on or sold to third parties.
Complaints
If you want to complain about your purchase, you must contact us, as described in the sale conditions. If we are unable to find a solution, you can file a complaint with the Danish Appeals Board Authority, Toldboden 2, 8800 Viborg, via www.forbrug.dk.
You can also use the EU Commission’s online complaints portal, which will mainly be relevant if you are a consumer residing outside of Denmark. You can find the complaint portal here: http://ec.europa.eu/consumers/odr/.
