General terms and conditions for Pay and Collect

1. General purchase information

The “Pay & Collect” terms and conditions apply between you as the consumer, and Biltema Danmark A/S, cvr.nr 25 28 98 46 when you purchase products online at www.biltema.dk and collect them at the selected Biltema store.

Biltema reserves the right to make price changes and cannot be held liable for errors in texts and images. This applies to information at www.biltema.dk, in catalogues, and in our advertisements and marketing materials. Biltema reserves the right to correct such errors, change or update the information at www.biltema.dk and make product changes and improvements at any time.

2. Ordering and purchasing products

When ordering goods on Biltema.dk, you enter into a purchase agreement when you choose to confirm your order at Biltema.dk. Biltema will send a confirmation of your purchase via SMS or e-mail with the contact details you have given when ordering. Ordered goods remain Biltema’s property until fully paid.

2.1 Changing an order

If you discover a discrepancy in your order, it is important that you contact the selected Biltema store immediately to have your order cancelled. Please note that we are unable to add items to your order. We can remove items from your order if your inquiry is made before the order is packed.

In cases of obvious errors (e.g. incorrect price, typographical errors, etc.), Biltema reserves the right to rectify the error afterwards. If you are not satisfied with the rectification, you have the right to cancel your order.

2.2 Information about products

Information about an individual product is presented on Biltema.dk in connection with the purchase of the product. For complete information about the product, please refer to the packaging.

2.3 Stock levels

The current stock level of a product in each Biltema store is shown on Biltema.dk in connection with the order. If Biltema determines that your order cannot be fulfilled due to discrepancies in the stock level shown on Biltema.dk, the selected Biltema store will contact you. In such case, you will have the right to cancel or change your order. Biltema reserves the right to not fulfil an order in cases where the products are out of stock or due to technical problems. The same applies if the stock levels change from the time the order was placed to when your order is collected by you at the selected Biltema store. In such cases, Biltema will refund you any payment made in accordance with the payment model below.

3. Prices and payment methods

The price of the goods you order is the price shown on Biltema.dk on the day of your order or the date you last changed your order, with reservation for any typographical errors or other inaccuracies. All prices are inclusive VAT.

We offer the following payment options in partnership with Adyen. Note: If a purchase cannot be completed, reimbursement will be carried out by Adyen who will release the held amount.

3.1 Card payment

You can choose to pay the entire order value by debit or credit card. We currently accept Dankort, Visa og MasterCard. There is no card fee and our partner Adyen, handles the credit card payment to guarantee a fast and secure payment. For increased security, we use 3D-Secure - a global security standard developed by VISA and MasterCard for payments over the Internet.

After confirming your order at the Biltema.dk checkout, you must provide your card details to complete the order, after which the price of the order will be held on your account. The transaction is carried out with SSL encryption, which means that no unauthorized party can see your information. The actual amount will only be debited from your card once you have collected your order at the selected Biltema store. You are obligated to ensure that there are sufficient funds on the payment card when the funds are held to complete the transaction. If the specified card cannot be debited when you collect your order, Biltema has the right to cancel the purchase or demand subsequent payment. Reserved amounts are handled by Adyen. If you have any questions about your reserved amount, please contact Biltema Customer Service directly by phone 70 80 77 70 or kundeservice@biltema.dk.

Please note that we (Storebox) do not currently support payment made by debit card via Samsung Pay or Apple Pay.

3.2 MobilePay

By using MobilePay, you do not have to enter card details and can complete the payment with just a few clicks. In the payment window, please select payment with MobilePay. You will then be asked to enter your mobile number. Afterwards you will automatically be directed to the MobilePay app, and with a swipe you are able to approce the request as payment of the order amount. Then the order amount will be reserved on the card which is connected to your MobilePay app. Only when the order is picked up in the selected Biltema store, it will be debited to the card.

There is no fee when paying with MobilePay.

3.3 Klarna

Buy now – pay later

Together with Klarna, we offer you the option of paying by invoice after you have received the goods. After the purchase, Klarna will send you an invoice via e-mail, giving you the opportunity to pay within 30 days of picking up your order – without interest or fees. Note: The invoice is sent by e-mail to the e-mail address provided by you at the time of purchase. You can also see and pay the invoice in the Klarna app or through the Klarna website.

Terms of Buy now – pay later

https://cdn.klarna.com/1.0/shared/content/legal/terms/0/da_dk/invoice?credit_time=30#1

General information for purchases with Klarna

Through the purchase, in addition to the general terms and conditions for online shopping at Biltema.dk, you also agree to Adyen's terms and conditions for purchases via invoice.

Note: When choosing to pay with Klarna, the payment and debt is transferred to Klarna. All contact regarding invoice and payment must then be made to Klarna. Biltema refer to Klarna Customer Service at https://www.klarna.com/dk/kundeservice/

In case of late payment, Klarna imposes a reminder fee of DKK 100,00.

3.4 Additional information about Pay & Collect Drive In

Your goods are considered delivered when you have them delivered to your car at the Biltema store. The goods can be collected within 2 hours after receiving an SMS or email confirmation of your purchase from Biltema on the telephone number or e-mail address provided when placing the order.
If your order was placed 2 hours or less before closing time of the selected Biltema store, collection of the goods can be made the following day.

Follow the signs and instructions for "Pay & Collect Drive In" when you arrive at your selected Biltema store.
To ensure that you are outside the store and ready to have the goods delivered to your car, please do the following when you are in place:

At the pick-up location, you need to notify your arrival by clicking on the "Notify arrival" button, which you have received via previously sent out information from Biltema.
Please enter your registration number so the Biltema personnel knows which car to deliver to. You do this either via sent out SMS or e-mail.
Make sure that the boot lid is unlocked (during the Covid-pandemic you are most welcome to open the trunk for us), and that you have a suitable vehicle to pick up the order you have placed.

By doing this, you agree to our general terms and conditions for Pay & Collect Drive In, and that this is equated with a receipt that you have your goods delivered.

If you do not pick up your goods within 48 hours of receipt, the purchase will be cancelled, and your money refunded.

4. Delivery information

Your goods are considered delivered when you collect them in the selected Biltema store. The goods can be collected within 2 hours after receiving an SMS or e-mail confirmation of your purchase from Biltema on the telephone number or e-mail address provided when placing the order.

If your order was placed 2 hours or less before closing time of the selected Biltema store, collection of the goods can be made the following day.

Follow the signs to the “Pay & Collect” counter in the selected Biltema store. To ensure your goods are collected by the right person, you are required to show valid identification and the order confirmation. If the goods are collected by a third party on your behalf, the individual will be required to present your identification as well as their own.

If you do not collect your goods within 48 hours after receiving order confirmation, the purchase will be cancelled, and your payment will be refunded.

Note that when you purchase products via Pay & Collect Drive In, it is important that you ensure to pick up your order with a suitable vehicle where, for example, back seat is unpacked and folded down, or that you have a trailer for larger and bulky products. In this way, the staff at Biltema can deliver the order in a good, efficient and above all safe way. Products that are heavier and/or bulky, thus cannot be loaded safely by the staff at Biltema, you as a customer are responsible for loading your products into your vehicle.

5. Right of withdrawal, cooling-off period and claims

5.1 Right of Withdrawal

14-day right of withdrawal

When you purchase products from us via Biltema Click & Collect, you have (unless an exception applies, see below), in accordance with the rules of the Consumer Contracts Act, the right to withdraw from your purchase without giving any reason (a so-called right of withdrawal) within 14 days.

If you wish to exercise your right of withdrawal, you must notify us of this within 14 days from the time when you, or a person acting on your behalf, has collected the purchased item from the relevant Biltema store (the so-called withdrawal period).

You may send your notice of withdrawal by email, letter or via our withdrawal function using the contact details found at the bottom of these terms and conditions or here. You may also notify us of your withdrawal at your local Biltema store. Please remember that the notice of withdrawal must clearly state which purchase it concerns and that you are withdrawing from the purchase.

You may also exercise your right of withdrawal via our withdrawal function, which you can find in the footer of our website / biltema.dk and through the Electronical form. The withdrawal function is an electronic function that makes it possible to exercise your right of withdrawal directly on our website in a smooth and simple way. Once you have exercised your right of withdrawal via our withdrawal function, you will receive a receipt confirming the time we received your notice of withdrawal.

To exercise your right of withdrawal in time, it is sufficient that you send your notice of withdrawal as described above before the withdrawal period has expired. If you do not receive confirmation that we have received your notice of withdrawal within a reasonable time after sending it to us, please contact our customer service immediately.

Returns in connection with the right of withdrawal

If you withdraw from your purchase, you must hand over or send the item back to us without undue delay and no later than 14 days after the day on which you sent us your notice of withdrawal. To exercise your right of withdrawal in time, it is sufficient that you send the item before the deadline expires.

Send or deliver your returned goods to any Biltema store in Denmark. You can find address details here: [link]. To ensure the smoothest handling of your withdrawal, we recommend that you preferably come in and deliver the returned goods directly to the Biltema store (otherwise, you may of course send them to any Biltema store).

You must bear the costs of return in connection with the right of withdrawal. The cost of sending back large items that cannot be returned by ordinary post is normally around DKK 300-800. The costs may vary depending on where you live, where collection takes place, which carrier is used, and similar factors. Remember to pack the item well so that it is not damaged during return under the right of withdrawal.

Conditions for returns after a cancelled purchase

You may, of course, inspect and examine a purchased item. However, please remember to handle the item carefully and only to the extent necessary to determine the nature, characteristics and function of the item. We recommend that the item be returned with all accessories, user instructions and any original packaging. Missing parts or packaging may result in a deduction for diminished value. As a guideline, you may handle the item as you would have done in a shop.

We recommend that the item be returned with all accessories, user instructions and any original packaging. Missing parts or packaging may result in a deduction for diminished value. You are obliged to compensate us for any reduction in the value of the returned item to the extent that the reduction is due to your handling of the item beyond what is necessary to determine its characteristics or function (a so-called deduction for diminished value). The deduction for diminished value is usually deducted from the refund. Missing parts or packaging may result in a deduction for diminished value.

Refunds for cancelled purchases

If you have withdrawn from your purchase, the refund will be made without undue delay and no later than 14 days from the day on which we received your notice that you have withdrawn from the purchase. However, we reserve the right to withhold reimbursement until we have received the item back from you, or until you have provided proof that you have returned the item, whichever occurs first.

The refund will be made using the same payment method that you used for your purchase, unless we agree otherwise. We will refund the amount you paid to us, less any deduction for diminished value (see more about this above).

Exceptions to the right of withdrawal

There are certain situations in which you do not have a right of withdrawal when shopping with us. The right of withdrawal does not apply, among other things, to the following goods:

goods that can quickly deteriorate or become too old. For example, certain types of food.
goods that cannot be returned for health protection or hygiene reasons if the seal has been broken – and the seal has been broken by you. For example, underwear.

5.2. 30-day return policy

When you shop at Biltema, in addition to the right of withdrawal, you have a 30-day return policy from the day on which you – or a person acting on your behalf – collected the order from the relevant Biltema store. This means that you can cancel your purchase and get your money back when you return the item within these 30 days. You may return the item to any Biltema store in Denmark.

Please contact the customer service department at your nearest Biltema store immediately. Remember to bring your receipt.

The conditions below for the return policy apply. NOTE: The return policy and the conditions below never limit your right of withdrawal.

Conditions. The return policy only applies if (i) the item is unused, undamaged and not broken, and all manuals and accessories are returned; (ii) the item is returned in its original packaging, and the original packaging is undamaged, i.e. usable – oils, chemicals and other products without a seal cannot be exchanged; (iii) the receipt is presented. The return policy does not apply to sale items, campaign items or goods that have been reduced in price, special-order goods, customized goods, consumables, and the goods excluded from the right of withdrawal as stated above.
Deadline. If you wish to use the return policy, you must notify us of this and hand over and complete the return purchase (or exchange) at any Biltema store within 30 days from the time the goods were collected.
Refund. Any refund will be made using the same means of payment as used for the purchase (e.g. same card, cash for cash, etc.). Only the price of the returned item will be refunded.

5.3 Complaints

Your right to complain

If the item you have purchased is defective, you have the right to make a complaint about the defect. An item may be defective if it does not conform to the purchase agreement or the product description on Biltema Online. The Danish Sale of Goods Act contains rules on when a purchased item is defective.

If an item is defective, depending on the circumstances, the defect, your wishes and the rules in the Danish Sale of Goods Act, you may be entitled to demand remedy (repair), replacement, a price reduction, or to cancel the purchase (and thereby receive a refund).

Notice of complaint

If you wish to complain about a defect in an item, you must notify us of the defect. You are welcome to contact your nearest Biltema store directly and bring the item together with the purchase receipt, and they will help you process your complaint.

If it is inconvenient for you to visit the nearest Biltema store, we recommend that you first contact your Biltema store by phone at 70 80 77 70. Otherwise, you may also send an email or a letter. You will find other contact details for your nearest Biltema store here [link]. Other contact details that you may also use for your complaint can be found at the end of these terms and conditions of purchase.

Please remember to describe the defect clearly when making a complaint, and that we need information in order to identify the purchase – preferably the purchase receipt or other documentation of the purchase.

Please remember that you must complain about a defect within a reasonable time after you discovered or should have discovered the defect. A complaint made within two months after you discovered the defect will always be considered timely.

Our liability period for defects

We are liable for defects in the purchased item that were present at the time of delivery and that become apparent within two years from that time. In order to assert a defect, you must complain within a reasonable time after you discovered or should have discovered the defect. A complaint made within two months after you discovered the defect will always be considered timely.

Returns in connection with complaints

In the event of a complaint, we may ask you to return the item affected by the complaint. In that case, please deliver or send it to your nearest Biltema store, whose address details can be found here: [link].

However, do not send the item until we have expressly asked you to do so. If the complaint is approved, we will pay the return shipping costs. If the complaint is not approved, you must pay the return shipping costs yourself.

Refund

If a refund or price reduction is to be made, the refund will be processed without undue delay using the same payment method as the original payment (When paying by invoice, the credit is handled by Klarna in accordance with their terms.)

6. Personal data

When you purchase goods from Biltema or otherwise interact with us, you may be required to share your personal data with us. We process personal data in accordance with Biltema’s Privacy Policy.

The latest version of the Privacy Policy can be found at
https://www.biltema.dk/en-dk/customer-service/terms-of-use/personal-data-policy/

7. Disputes

If you and the Biltema store do not agree, we refer you to create a case with the Danish Competition and Consumer Agency (www.forbrug.dk). The Competition and Consumer Agency makes independent decisions on, among other things complaints. Biltema contributes to any disputes that concerns the Competition and Consumer Agency.

8. Company information and contact details

8.1. Contact

You can reach Biltema’s Customer Service department who will gladly answer your questions at kundeservice@biltema.dk or by phone 70 80 77 70 (Monday - Friday 08.00 – 17.00)

8.2 Company information

Biltema Danmark A/S
CVR no. 25 28 98 46
Japanvej 18, 4200 Slagelse