Purchase information
  1. Biltema card
  2. Frequently asked questions about Purchases
  3. Pay & Collect
  4. Returns, Complaints and Warranties

Returns, Complaints and Warranties

Right of Withdrawal for Pay & Collect

If you have placed and paid for your order online via Pay & Collect, you generally have a statutory 14-day right of withdrawal from the day you collect the item. If you wish to withdraw from a purchase made on biltema.dk via Pay & Collect, you must provide us with a clear statement that you wish to withdraw from the purchase and specify which purchase it concerns.

You can visit your nearest Biltema store, where we will assist you with the return. Please bring the item and your receipt or other proof of purchase. If you do not visit a store, you can contact us by email, letter or telephone. You can find our contact details here. You can also use our digital withdrawal form to notify us that you wish to exercise your right of withdrawal.

The full terms and conditions for the right of withdrawal, open purchase and complaints relating to Pay & Collect can be found in our terms and conditions of purchase, section 5.

Open Purchase

Biltema offers a 30-day open purchase policy for items purchased in our stores in Denmark or via Pay & Collect on biltema.dk. The terms of the open purchase policy do not affect your statutory right of withdrawal or your statutory rights in relation to defective goods.

The following conditions apply to open purchases:

  • Exchanges or returns must be made within 30 days of the date of purchase.
  • The receipt must be presented.
  • The item must be unused and in new condition.
  • The original packaging must be undamaged and unopened.
  • Oils, chemicals and other products may only be exchanged or returned if any seal or security closure remains intact.

Refunds will be made using the same payment method used for the original purchase, for example to the same card for card payments or in cash for cash payments.

Your Statutory Rights in Relation to Defective Goods

When purchasing from Biltema in Denmark, you have a statutory two-year right to make a complaint regarding defects in accordance with the rules of the Danish Sale of Goods Act (Købeloven).

If you believe that an item has a fault or defect, you must notify us within a reasonable period after discovering the fault or defect. A complaint made within two months of discovering the fault or defect will always be considered to have been made within a reasonable period. If continued use of the item risks worsening the fault or defect or causing damage, the item should not be used.

You can visit your nearest Biltema store for assistance with your complaint. Please bring the item and your receipt or other proof of purchase.

Please contact us before visiting a store if doing so would cause you additional inconvenience or expense. We will then help you assess how the complaint should be handled. You can contact us by telephone on 70 80 77 70, by email or by letter. You can find the contact details for each of our stores here.

The full terms and conditions for complaints relating to Pay & Collect can be found in our terms and conditions of purchase under section 5.

If We Cannot Reach an Agreement

If you have made a complaint to Biltema about an item and we are unable to find a solution together, you may be able to submit the matter to the Mediation Team for Consumer Complaints (Mæglingsteamet for Forbrugerklager) at the Danish Complaints Boards Authority (Nævnenes Hus).

The Mediation Team will attempt to help you and Biltema reach a mutually acceptable solution. If the matter is not resolved through mediation, you may be able to proceed with the case before the Consumer Complaints Board (Forbrugerklagenævnet).

You can find more information about your complaint options and submit a complaint via the Danish Complaints Boards Authority (Nævnenes Hus), Toldboden 2, 8800 Viborg, at naevneneshus.dk.

Warranty

Biltema offers a 3, 4, 5 or 10-year warranty on certain products. These products are marked with a special warranty symbol.

The warranty period is calculated from the original date of purchase. The receipt serves as proof of warranty, and the applicable warranty period for the product is stated on the receipt.

If a product breaks during the warranty period due to a manufacturing or material defect, we will repair or replace the product. If the product is no longer part of our range, Biltema will offer a suitable replacement product. Biltema determines what constitutes a suitable replacement product.

Biltema's warranties are voluntary commitments that provide you with benefits in addition to your statutory rights. The warranty does not affect your right to make a complaint regarding a product in accordance with the rules of the Danish Sale of Goods Act (Købeloven).

Biltema is not liable for losses incurred during business activities.

Other Information

We reserve the right to correct any errors in texts and images and to make price changes. This applies to our website, brochures, advertising communications and marketing materials. We reserve the right to correct such errors, amend or update information on the website, and make ongoing product changes and improvements.