Terms & conditions
GENERAL INFORMATION
This webshop is provided by Rabens Saloner, Rentemestervej 62 inner courtyard, DK2400 Copenhagen NV, Vat. 3159 0434, hello@rabenssaloner.com.
If you experience problems with your order on the Webshop or the general use of the Webshop, please contact our Customer Service at hello@rabenssaloner.com
If you do not understand parts of the Terms and Conditions, we recommend that you contact Customer Service before you start shopping on the Webshop.
Important notice
Read the terms and conditions carefully before you order goods from www.rabenssaloner.com. These terms and conditions (the 'Terms and Conditions') apply when you order or purchase goods on the Webshop. The Terms and Conditions may be updated from time to time (for example to reflect changes in technology, our business model, our system capacity or in relevant laws and regulations), and therefore we ask you to accept the Terms and Conditions every time you shop with us. Any reference to "you" or "your" means you as a user of the Webshop, any reference to "we", "us" or "our" means Rabens Saloner.
If you do not accept these Terms and Conditions, you cannot order or purchase goods on the Webshop.
You have the right to withdraw from this contract of purchases goods without giving any reason within 14 days after the date on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods. Read more under "Right of withdrawing".
The rules on lack of conformity in the Danish Sale of Goods Act apply to your purchase, which means that you have certain statutory warranties for the goods' conformity with the contract. Read more under "Non-conforming goods and incorrect goods".
ORDERING
The Webshop is open 24 hours a day but may be closed due to maintenance services. To the extent possible, we try to perform such maintenance services during the night (GMT+1).
An order placed on a public holiday or during the weekend will be processed on the following business day or on one of the following days during busy periods.
You must be at least 18 years old to purchase goods on the Webshop and possess a valid payment card that is accepted by us. If you are under the age of 18, you must have a legal basis for entering into a contract with us.
We can only process your order if the delivery address is a residential address or a business address in one of the countries on the "We Deliver to list” found under the Shipping Information page. We do not deliver to PO boxes.
Contracts can only be concluded on the Webshop. We do not process orders made in emails, in letters or over the phone.
When are you bound by an order?
Before submitting an order, you are able to change the information that you may have inserted – this includes delivery, billing and payment information. Furthermore, you have the option of making changes to your order or to remove goods from your shopping basket before completing the order.
When you click "Order and pay" and the receipt appears on your screen, you are bound by the contract of purchase. You will receive an email confirming your order.
After the conclusion of the contract, the provisions on withdrawal apply, see the specific ‘Withdrawal’ section further down. Please contact our Customer Service if you made a mistake while placing your order - they are ready to help you.
Language of the Contract
This Contract may only be concluded in English.
Access to the Contract
You will receive a confirmation of the content of the contract and a copy of these Terms and Conditions by email. We store concluded contracts, including the order confirmation, for a certain amount of time, and we recommend that you save these documents as well; they may not necessarily be available on the Webshop subsequently. Please read more under "Order tracking and view history".
Measures against fraud
In order to protect you and our other customers against fraud and to maintain a high level of security for online purchases, we may carry out verification checks. The verification check may comprise the data that you send when ordering, including your address and payment information.
When do we reserve the right to cancel an order?
We reserve the right to cancel an order or a purchase without being liable for any damages or other costs, in one of the following situations:
1) Your payment information is incorrect or cannot be verified.
2) Your order has been submitted with the purpose of committing fraud etc. or submitted in connection with a criminal offense or other unlawful activity.
3) An unintentional error has occurred on the webshop, e.g. a payment error, etc.
4) We have reason to believe that you are under 18 years old.
PAYMENT
We accept the following payment methods:
- Mastercard, Visa, MobilePay(Denmark), Google Pay and Apple Pay
CVV (Credit Card Verification Number)
If you pay by credit card, you will be asked to enter the card's security code. You will find the three-digit security code on the back of your credit card, usually on the right side of the credit card's back. The security code is necessary for the payment to be processed and for maintaining a high level of security. There may also be other similar safeguards.
SCA – Strong Customer Authentication
For customers within the European Economic Area (EEA), the payment will include SCA – Strong Customer Authentication, which is in line with the EU revised Payment Services Directive (PSD2).
SCA is similar to what many people refer to as two-factor authentication: if you are buying online using your debit or credit card, SCA may require you to use two forms of authentication. As an example, instead of just entering your PIN or password, Strong Customer Authentication would prompt a customer to enter a code generated on their banking app as a second step or for many in Denmark the second step will be MitID. This makes it harder for fraudulent transactions to get through, which protects both us and you: fewer fraudulent charges means you can shop more securely.
Payment procedure
Once your goods are packed, ready to be shipped and leave our warehouse, your payment will be debited on the selected payment service.
Prices and delivery
All the listed prices for goods, delivery costs and other costs include taxes and value-added taxes. Costs relating to the delivery, freight or postage may vary and are added to each order.
All applicable import duties, clearance fees, brokerage fees, local sales taxes or other additional charges are the responsibility of the customer and will need to be paid by the customer on receipt of the shipment. If tax and duties apply, you will need to pay these to release your order. In addition, local customs practices may require you to provide additional information to clear your order. These rules vary by country. Your local government determines duty and customs charges. Please contact your local customs office for more information.
Currency
The prices on the Webshop are shown in different currencies depending on where you are located. Please note that a change of location and delivery address may influence the price and delivery costs.
DELIVERY
We deliver to the following countries and regions stated on the Shipping Information page. The list will be updated over time when opening up for new markets and regions.
Delivery costs
View costs on the Shipping Information page.
Delivery terms
Your order will be delivered to your provided address or a parcel shop nearby.
The time of delivery depends on the country in which the delivery takes place and the carrier used.
The goods must be signed for upon receipt. It does not necessarily need to be signed by you. People at the delivery address (e.g. a family member, friend, receptionist, etc.) may sign for the receipt with a binding effect on you.
Please note that the risk of loss of or damage to the goods passes to you after delivery. If the package appears to be damaged, you should refuse to receive the goods. If you wish to complain about any lack of conformity, you are required to give notice to us. Please read more under "Non-conforming, faulty and incorrect goods".
All in one or as separate deliveries
As a standard procedure when shopping on Rabenssaloner.com, we always send the whole order in one shipment. However, if your order consists of multiple goods, we reserve the right to make separate deliveries. Separate deliveries may be necessary if certain goods are delayed or out of stock at the time of order. You will be informed if your order is subject to separate deliveries. You will not be charged with additional delivery costs for separate deliveries.
Applicable country and region-specific import duties etc.
All applicable import duties, clearance fees, brokerage fees, local sales taxes or other additional charges are the responsibility of the customer and will need to be paid by the customer on receipt of the shipment. If tax and duties apply, you will need to pay these to release your order. In addition, local customs practices may require you to provide additional information to clear your order. These rules vary by country. Your local government determines duty and customs charges. Please contact your local customs office for more information.
RETURN & REFUND
You have 14 days to return a part of or the full order placed on Rabenssaloner.com. This applies to full-price items as well as items on sale. We also refer to the specific Refund policy page.
How to do a return?
All Danish orders include a pre-paid return label.
For all other markets: You are responsible for paying for the return. Shipping costs are non-refundable. We recommend you to keep your receipt as proof of sending the parcel. Please keep in mind: Do not use a parcel shop/pickup solution - we are not able to receive it. It is your responsibility that the parcel is shipped correctly.
If you wish to return one or more items, please follow the 3 steps below:
1) Mark your reason for return on the item list. It's on the note you received with your order
2) Attach your return form together with the item and use the original packaging. The return form is your receipt and proof of your purchase
3) Send the parcel to:
System Transport
Att: Rabens Saloner
Kumlehusvej 1
4000 Roskilde
Denmark
We also refer to the specific Refund page.
When will your return not be approved?
- You return too late in relation to our Terms and Conditions
- You have not attached a proof/receipt of your purchase
- The item(s) are not in the same condition as when you received it/them
Refunding
Once we have received your returned parcel, we will process it as soon as possible. When we have processed your return, you will be notified by email. The amount of the returned item(s) will be refunded to your account using the original method of payment. Therefore, please note that it may take 2-30 days for the amount to reach your account, depending on your card provider. Please note that the shipping costs for your return parcel will not be refunded.
Late or missing refunds?
In case your refund is missing, start out by checking your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@rabenssaloner.com.
Exchanges
Unfortunately, we are not able to offer exchanges. Fortunately, there is an easy solution: If you would like a different size or colour, or perhaps a completely different item, just return your items as mentioned above and then place a new order.
RIGHT OF WITHDRAW
You have the right to withdraw from this contract without giving any reason within 14 days. The withdrawal period will expire 14 days after the date on which you or a third party other than the carrier and indicated by you acquires physical possession of the goods.
In case of a contract relating to multiple goods ordered in one order and delivered separately (i.e. separate deliveries), the withdrawal period shall expire 14 days after the date on which you acquire or a third party other than the carrier and indicated by you acquires physical possession of the last good.
In case of a contract relating to the delivery of a good consisting of multiple lots or pieces, the withdrawal period shall expire 14 days after the date on which you acquire or a third party other than the carrier and indicated by you acquires physical possession of the last lot or piece.
To exercise the right of withdrawal, you must inform us (see contact information below), about your decision to withdraw from the contract by an unequivocal statement (e.g. letter sent by post, fax or email). You can use the standard withdrawal form below, but it is not mandatory.
The withdrawal deadline is met if you send your notice of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will refund you all payments received from you concerning the order it relates to, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such a refund using the same means of payments as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such a refund.
We withhold the refund until we have received the goods or you have supplied evidence of having sent back the goods, whichever is the earliest.
You will have to bear the direct costs of returning the goods.
You must send back the goods or hand them over to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
We recommend you to keep your receipt as proof of sending the parcel.
You are liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.
Non-conforming, faulty and incorrect goods
If your goods are non-conforming, faulty or we have delivered the incorrect goods, please contact our Customer Service. If you notice the non-conformity or incorrect goods at the time of delivery, you should refuse to receive the goods.
In case of non-conforming, faulty or incorrect goods, you can choose between the following options:
- Return the goods and receive a refund of the purchase price and all delivery costs when our Customer Service has processed the returned goods
- Return the goods and receive similar goods when our Customer Service has processed the returned goods, provided we can supply an equivalent
- Keep the goods and request a proportionate reduction of the purchase price
When contacting Customer Service, you will be asked to provide the order number, possibly the goods/item number, and to describe/proof what is wrong with the goods etc.
You are not responsible for costs associated with the return of non-conforming, faulty or incorrect goods. We will refund the purchase price and of course the delivery costs once we have received the goods, unless you choose to receive new goods to replace the original goods.
OTHER CONDITIONS
Prices
All stated prices of goods, delivery costs and other expenses include taxes, VAT and duties.
Costs relating to the delivery and freight may vary and are added separately for each order. All applicable import duties, clearance fees, brokerage fees, local sales taxes or other additional charges are the responsibility of the customer and will need to be paid by the customer on receipt of the shipment. We reserve the right to tax changes, price and typo errors, etc.
Updating the webshop
We do our best to update the webshop and ensure that prices, offers, descriptions and other information about the goods are correct. However, spelling mistakes, pricing errors, offers, descriptions and other information about the products can occur, and sometimes we discover that the price for an item has been incorrectly displayed.
Force Majeure
We are not responsible for delays or failure to comply with our obligations under the Terms and Conditions if the delay or failure is caused by events outside our reasonable control.
The completeness of the contract
These Terms and Conditions constitute the complete terms of the contract between us.
Invalidity
If one or more of the provisions in the Terms and Conditions are declared fully or partially invalid, the remaining provisions still apply.
Assignment
We are entitled to assign our rights and obligations under the contract with you to third parties. The standard of the service you receive will not be impaired by the assignment. We will notify you of such possible assignment. By accepting these conditions, you consent to any such future assignment. At the same time, you agree that from the time when we have given you notification of the assignment, your rights may be claimed only against the third party in question.
Privacy Policy
We treat your personal data confidentially. Please read our Privacy Policy that explains how we use the personal data that you provide in connection with the ordering procedure, and your use of the Webshop in general.
Right to complain
In case you wish to complain about goods purchased from us, please contact our Customer Service. You can contact our Customer Service by telephone, email or ordinary mail. You can find our contact information under "General information" above.
You may also submit a complaint about goods purchased from us to the Danish Dispute Resolution Institute, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark. It is also possible to submit a complaint online via www.forbrug.dk.
You may also use the European Commission Online Complaints Register when submitting your complaint. This is particularly relevant if you are a consumer residing in another EU country. You may submit the complaint by using this link.
When submitting the complaint, you must state our email address hello@rabenssaloner.com.
In case we cannot reach a settlement through the Danish Dispute Resolution Institute, you will have access to submit a complaint to the Consumer Complaints Board. If you wish to submit a complaint to the Consumer Complaints Board, please follow the link:
https://minsag.forbrug.dk/FKVWeb/CheckComplaintStart.aspx.
Choice of law and jurisdiction
Any contracts concluded between us using these Terms and Conditions are governed by Danish law. Any dispute which may arise in connection with our contract, including its existence or validity, must be brought before a competent court in Denmark. As a consumer, you may bring proceedings against us in the courts for the place where you are domiciled.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract)
- To:
- I/We ___________ hereby give notice that I/We ___________ withdraw from my/our ___________ contract of sale of the following goods ___________
- Ordered on: ___________/received on: ___________
- Name of consumer(s): ___________
- Address of consumer(s): ___________
- Signature of consumer(s) ___________ (only if this form is notified on paper)
- Date ___________