The following standard terms and conditions have been prepared by e-mærket and may be used freely by Danish customers of our webshop system. We recommend purchasing an e-mærket subscription so that e-mærket can tailor the terms to your business and provide ongoing updates about changes in legislation, helping ensure the terms continue to meet legal requirements. Read more about e-mærket.
This is a standard template, so remember to adapt it to your business. Enter your own information in the sections marked in green. If you do not sell goods covered by the right of withdrawal, you can omit that section.
Important: Remember that the order confirmation must include the terms and conditions and the withdrawal form as attachments, so that customers receive the terms applicable at the time of ordering (a link to the current terms is not sufficient, as they may change later). Alternatively, these documents may be sent with the order.
General Information
(Fill in the company's details, unless they are displayed on the webshop homepage.)
Company's registered legal name
CVR number (Danish company registration number)
Address (as registered in the CVR register; if you have several addresses, provide the address to which any complaints should be sent)
Email address
Telephone number
Payment
(Insert available payment methods.)
Reservation of Funds
If you pay with an international payment card, the amount is reserved immediately. The funds remain reserved on your card or account until:
1) We charge the amount when we dispatch the goods, or
2) The funds are released in accordance with your card issuer's terms.
(List the international card issuers accepted by your business and the reservation expiry periods applicable to each issuer.)
You can read more about the rules for your particular card from your card issuer.
We do not charge card fees.
(Please note that fees may still be charged for cards issued outside the EU.
For Diners Club and American Express, you must have a direct acquiring agreement with the respective provider.
Fees may also be charged for corporate cards.
If you charge fees in these circumstances, specify the rates here.)
Your card will not be charged until the goods have been dispatched.
(If you offer payment by bank transfer, insert:) When paying by bank transfer, you are not protected by the chargeback scheme.
(If you offer payment via PayPal, insert:) When paying via PayPal, you are not protected by the chargeback scheme. Read more about the terms on PayPal's website.
(If payment via ViaBill is available, insert:)
When purchasing through ViaBill, you receive your goods first. You must then pay your monthly instalment on the same date each month. If you do not pay on time, a fee will be charged. If you withdraw from your purchase, the ViaBill payment agreement will end. Read more here: https://viabill.com/dk/legal/viabill/
(If payment via Anyday is available, insert:)
With Anyday, you can split your payment into four instalments. You pay 25% when the goods are delivered, and the remaining amount is paid over the following three months. Anyday is free of charge as long as you pay on time. With Anyday, you receive an account that you can use at any webshop offering Anyday payments. Read Anyday's terms here: https://da.anyday.io/terms-conditions/shopper
Shipping
(Insert the available delivery methods, including shipping companies and shipping prices.)
(Insert information about any delivery restrictions, e.g. delivery only within Denmark or special conditions for islands without bridge connections.)
(Insert delivery times. Alternatively, delivery times may be displayed on individual product pages.)
(Insert any other special conditions customers should be aware of, e.g. kerbside delivery without carrying goods inside.)
Right of Withdrawal
As a consumer, you have a 14-day right of withdrawal when purchasing from us.
The withdrawal period expires 14 days after the day you receive your goods. If you ordered several different items in one order and they are delivered separately, the period begins on the day you receive the last item.
(Insert if relevant:
If an order consists of several batches or parts, the withdrawal period expires 14 days after the day you receive the final batch or part.)
If the agreement concerns regular delivery of goods over a specified period, the withdrawal period expires 14 days after the day you receive the first item.
This means you have 14 days from receipt to notify us that you wish to withdraw from your purchase. You can send an email to (insert email address) or use the standard withdrawal form at the bottom of these terms and conditions. You cannot withdraw simply by refusing to accept delivery without also notifying us.
Withdrawal from Part of a Purchase
(If you wish to allow customers to withdraw from part of a purchase, insert this sentence and then choose one of the two options.)
If you have purchased several items from us, you may return one or more of them even if they were purchased in a single order.
(Option 1: If the customer will not receive a refund of shipping costs, insert:)
Please note that shipping costs will not be refunded if you withdraw from only part of your purchase.
(Option 2: If the customer will receive a partial refund of shipping costs, insert:)
Please note that you will receive only a partial refund of shipping costs.
Returns
After notifying us that you wish to withdraw from your purchase, you have 14 days to return the goods to us.
You are responsible for paying return shipping costs and for any damage occurring during return transport.
Some items cannot be returned by regular post. This applies to: (insert product types).
The maximum expected cost of returning these items is: (insert amount).
No Right of Withdrawal
The following agreements cannot be withdrawn from:
(Insert relevant items.)
Delivery of food, beverages or other goods for everyday household consumption that are physically delivered to your home or workplace by a trader who regularly delivers goods in your area,
Creation or transfer of rights over real estate, except agreements concerning financial services or the rental of real estate,
Construction of a building,
Agreements concerning the right to use accommodation on a timeshare basis, etc.,
Package travel agreements,
Games requiring payment to participate,
Provision of non-financial services that are either provided free of charge or have been fully performed, provided you previously agreed to the service beginning and acknowledged that you would thereby lose your right of withdrawal,
Delivery of goods made to your specifications or clearly personalised,
Delivery of goods likely to deteriorate or expire quickly,
Delivery of sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery,
Delivery of goods which, by their nature, become inseparably mixed with other items after delivery,
Delivery of alcoholic beverages whose price was agreed when the contract was concluded, which cannot be delivered until after 30 days, and whose actual value depends on market fluctuations beyond the trader's control,
Agreements for specific urgent repair or maintenance work at your premises that you have expressly requested,
Delivery of sealed audio or video recordings or computer software where you have broken the seal,
Delivery of newspapers, periodicals or magazines, except subscription agreements,
Agreements concluded at a public auction,
Agreements for accommodation other than for residential purposes, transport of goods, car rental, catering or leisure activities where a specific date or period has been agreed (e.g. courses, performances or sporting events),
Delivery of digital content not supplied on a physical medium if:
a) the digital content is delivered without payment, or
b) performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal, and we have provided confirmation on a durable medium,
Financial services covered by the Danish Act on Mortgage Loans and Mortgage Bonds, etc.,
Agreements concerning goods, securities or services whose price depends on financial market fluctuations beyond the trader's control that may occur during the withdrawal period.
Condition of Goods When Returned
If the goods have lost value because you have used them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning, you may receive only a partial refund. The amount refunded depends on the goods' commercial value and, in some cases, may mean that only the shipping costs are refunded.
(Insert if relevant:
We recommend returning the goods in their original packaging.
Missing original packaging may result in a reduction in the value of the goods.)
Refund of the Purchase Price
If you withdraw from your purchase, you will receive a refund. If the goods have decreased in value, we will deduct the amount for which you are responsible.
We will refund all payments received from you, including delivery costs (except additional delivery costs incurred because you chose a delivery method other than our cheapest standard delivery option), no later than 14 days after the day we receive your notification that you wish to withdraw from the agreement.
We will issue the refund using the same payment method you used for the purchase, unless otherwise agreed.
We may withhold the refund until we have received the goods, unless you provide documentation that you have returned them.
Send the Goods To:
(Insert address.)
We only accept parcels sent directly to this address.
(Insert this sentence if customers may return goods in person at your address:)
You can also withdraw from your purchase by notifying us and returning the goods in person to the address above. (Optionally add: ...by prior arrangement.)
Right of Withdrawal for Business Purchases
(If applicable, insert details of any special right-of-withdrawal rules for B2B transactions.)
Right to Make a Complaint About Defects
When you purchase from us as a consumer, the rules of the Danish Sale of Goods Act apply.
This means you have a 24-month right to make a complaint about defects.
If your complaint is justified, you may be entitled to repair, replacement, a refund or a price reduction, depending on the circumstances.
You must report a defect within a “reasonable time” after discovering it. If you report it within two months of discovery, the complaint will always be considered timely.
If your complaint is justified, we will reimburse your reasonable shipping costs. Goods must always be returned in appropriate packaging. Remember to obtain proof of postage so that we can reimburse your shipping costs.
Send the Goods To:
(Insert address.)
We only accept parcels sent directly to this address.
When returning the goods, please include a detailed description of the problem.
(Describe any special procedures that customers may follow.)
If you purchase as a business, we reserve the right to remedy defects, for example by carrying out repairs rather than providing a replacement.
(If applicable, insert further details of any special complaint rights for B2B agreements.)
Complaints Procedure
If you are a consumer and wish to complain about your purchase, please contact (insert email address of the relevant person or department at the webshop). If we are unable to reach a solution, you can submit a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg, through the Nævnenes Hus Complaints Portal.
To submit a complaint, the goods or services concerned must have cost at least DKK 1,110 and no more than DKK 100,000. For complaints about clothing and shoes, the minimum price is DKK 720. A fee is charged to process complaints.
(Alternatively, insert the URL of the complaints board(s) relevant to the goods or services sold in your webshop.)
When shopping at an e-mærket-certified webshop, you can have your case handled by e-mærket free of charge, regardless of the amount involved. Read more here.
If you live in an EU country other than Denmark, you can submit a complaint through the European Commission's online complaints portal here: http://ec.europa.eu/odr.
Privacy Policy
We require the following information when you shop with us:
Name, address, telephone number and email address.
(Insert any additional information collected.)
We record and share the personal information necessary to deliver the goods to you.
(If you disclose information to other companies, specify what information you share, why you share it and with whom.)
Personal information is registered with (insert the company's registered legal name) and stored for five years, after which it is deleted. We also work with several other companies that store and process data. These companies process information solely on our behalf and may not use it for their own purposes.
We work only with data processors in the EU or in countries that can provide an adequate level of protection for your information.
The data controller for (insert webshop URL) is (title/name/legal name).
You have the right to know what information we process about you.
If you believe the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data upon request, for example if the data is no longer necessary for the purpose for which it was collected. You may also contact us if you believe your personal data is being processed in violation of the law. You can write to us at: (insert email address).
Standard Withdrawal Form
(Complete and return this form only if you wish to exercise your right of withdrawal.)
Download the Withdrawal Form (adapt and save as a PDF)
