General terms and conditions for Pay & 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 on Biltema Online, in the catalogue, and in our advertisements and marketing materials. Biltema reserves the right to correct such errors, change or update the information on Biltema Online, 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 on Biltema.dk. Biltema will send a confirmation of your purchase via SMS or e-mail to 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 amended. 

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 Online 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 Online in connection with the order. If Biltema determines that your order cannot be fulfilled due to discrepancies in the stock level shown on Biltema Online, the relevant Biltema Store will contact you. In such a case, you 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 in the event of 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 relevant 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 Online 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 Resurs Bank. Note: If a purchase cannot be completed, reimbursement will be carried out by Resurs Bank, either by releasing the held amount or by crediting the payment.

3.1 Direct bank payment

After confirming your order at the Biltema Online checkout, you will be redirected to your online bank to complete the payment. The funds will be deducted directly from your account when you authorise the transaction.

3.2 Card payment

Complete your purchase with a VISA or Mastercard. After confirming your order at the Biltema Online checkout, you will be requested to provide your card details in order 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 unauthorised party is able to see your information. The actual amount will only be debited from your card once you have collected your order at the relevant Biltema Store. You are obligated to ensure that there are sufficient funds on the payment card when the funds are held and the payment is made. 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 Resurs Bank. If you have any questions about your reserved amount, please contact Resurs Bank directly at phone number 39 13 16 00.

Please note that we (Storebox) do not currently support payment made by debit card via Samsung Pay or Apple Pay. This also means that digital receipts will not be saved when you purchase.

 

In the stores that have 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 2 hours after receiving an SMS or email confirmation of your purchase from Biltema on the telephone number or email address provided when placing the order.

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

Follow the signs and instructions for "Pay & Collect Drive In" when you arrive at your local Biltema store.

To ensure that you are outside the store and that your goods are delivered to your car, please do the following when you are in place:

1. 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.

2. 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.

3. Make sure that the boot lid is unlocked.

 

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 2 hours after receiving an SMS or email confirmation of your purchase from Biltema on the telephone number or email address provided when placing the order. 

If your order was placed 2 hours or less before the closing time of the relevant Biltema Store, collection 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 theirs.

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.  

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

5.1 Right of withdrawal 

When you have purchased products using Biltema´s service Pay & Collect you have the right of withdrawal up to 30 days from when you or your deputy picked up the order in the current Biltema warehouse. The right of withdrawal does not apply to products where the seal has been broken and cannot be reasonably returned owing to health or hygiene reasons, or which may deteriorate or become too old. Nor does the right of withdrawal apply to products that have been manufactured according to your instructions or that have been otherwise personalised. 

To exercise your right of withdrawal, you must bring the product and receipt to your Biltema Store to communicate your decision to cancel the purchase. You can also write a clear, explicit message to Biltema (contact details provided below) communicating your decision to cancel the purchase. Provide your name, address and any other relevant information (e.g. order number, receipt number, product name) in the message. 

In order for you to exercise your right of withdrawal within the given time, you must either visit your Biltema Store to cancel your purchase as described above or send the purchase cancellation form to Biltema within 14 days of the date you, or a third party on your behalf, collected the product at the relevant Biltema Store.

You are obligated to return the product to Biltema at your own expense without undue delay and no later than 14 days of informing Biltema of your decision to exercise your right of withdrawal. Biltema will reimburse the value of the goods being returned, subject to deductions due to depreciation in the event you have used the product in a manner that affects its nature, properties, or function. 

Reimbursement will be carried out without undue delay and no later than 14 days of the date Biltema or the relevant Biltema Store was made aware of your decision to exercise your right of withdrawal and if Biltema, at that time, has received the returned product.

5.2 Refund period

In addition to your right of withdrawal, when purchasing goods from Biltema, you have the right to a 30-day refund period from the date you or a third party have collected the order at the relevant Biltema Store. This means you will be refunded when you return the goods. Goods can be returned to any Biltema Store.

Get in touch straight away with the customer service department at your nearest Biltema Store. NOTE! Do not forget to take your receipt with you. The goods are exchanged or refunded provide if the following conditions are met:

  • The goods are unused, i.e. not destroyed or damaged.
  • The original packaging is undamaged, i.e. usable. Oils, chemicals and other products without seals will not be replaced.
  • A receipt must be produced.
  • The replacement or refund must be made within 30 days of the date of purchase.
  • Some exceptions apply to certain automotive electronic articles, with the receipt being endorsed "Electrical automotive product, cannot be refunded!”
  • Discounted sale goods are not refunded.

5.3 Claims

According to the Purchasing Act you have the right to claim for a faulty product within two years. Claims must be made without undue delay after the fault is discovered. To make a claim, take the goods and receipt with you to your nearest Biltema Store. If visiting your nearest Biltema Store to make a claim involves serious difficulty for you, we recommend that you first get in touch with your Biltema Store on telephone number 70 80 77 70. Have the product and receipt ready.  

If a product is faulty, you will be credited with the value of the product or, alternatively, the fault will be rectified or the product replaced if it does not entail an unreasonable expense for the Biltema Store. For purchases paid for by card, any refund for the faulty product will be issued to the same card used for the purchase payment. When paying by invoice, crediting will be carried out by Resurs Bank according to their terms and conditions. 

6. Personal data

When you purchase goods from us 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/kundeservice/brugervilkar/integritetspolitik/

 7. Contact 

You can reach Biltema’s customer service department who will gladly answer your questions at kundeservice@biltema.dk or on tel. no. 70 80 77 70 weekdays 09.00 – 19.00 and weekends/holidays 9.00 – 16.00. 

The address, telephone number, and email address of each Biltema Store can be found on Biltema.dk.

8. Disputes

If you and the Biltema warehouse 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.