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Customer Service

Do you have a question for customer service or problems with your product? Please create a case below and we will help you as soon as possible. It may take some time for the "Create Case" button. You will then be informed via email about the status of your case. We recommend writing in English, but we also receive messages in our own language.

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Terms of trade Please read the following trade conditions thoroughly before shopping in the online store Sales and delivery conditions for consumer purchases made on the website www.kunstig-stearinlys.dk. Valid from 10.09.2018 IN GENERAL These terms of sale and delivery apply to purchases made by consumers at the webshop at www.kunstige-stearinlys.dk, which is owned and operated by: Artificial candles Copper Road 5 6000 Kolding CVR. 41148209 These conditions apply when you order or buy goods. The terms can be updated from time to time, which is why we ask you to approve the terms of trade every time you shop with us. If you do not agree to the terms of active check-in in connection with each purchase, you will not be able to order or buy goods at artificial-stearinlys.dk. You must be 18 years of age to shop at artificial-stearinlys.dk-If you are under 18 you must have the consent of your parents. The prices of artificial-stearinly.dk are stated in Danish kroner and are including VAT and other taxes. ORDERING PRODUCTS If you order items on an official holiday, we will process your order the following weekday. When you place an order at artificial-stearinlys.dk, we will send a receipt to you via email under the heading "Thank you for your order". The receipt is our confirmation that we have received your order. We only process orders made at artificial-stearinlys.dk. We do not process orders made otherwise (ex. Fax, letters, telephone, emails, SMS). You can order items at artificial-stearinlys.dk around the clock. Prices, payment and discounts Debit Card: You pay with Visa and Mastercard. Mobile Pay: You can now also pay with Mobile Pay. Discount codes: And other types of discounts that you get on purchases at www.kunstig-stearinlys.dk cannot be combined with other offers or discounts, nor does they apply to already discounted items-regardless of the reason. You can only use one discount code or other type of discount per. Buy at artificial-stearinlys.dk. Currency: The prices of artificial-stearinly.dk are stated in Danish kroner and are including VAT and other taxes. Delivery costs can vary and add for each order. DELIVERY We deliver with GLS Package Shop and GLS home delivery. You will receive a message per Mail/SMS when your shipment is delivered to the selected parcel shop. The shipment is handed out against presentation of valid credentials within the opening hours of the selected parcel shop. The shipment will be stored for approx. 10 days before the package is returned to us, as "non-delivered". Remember that you can follow your pack's course via your "Track and Trace" number that you received from GLS on your email or as SMS message. Note that you carry the risk of the item yourself after delivery. If the packaging appears to be damaged, you should refuse to receive the item and inform us of this. See Under: Contact Right We ship goods to all of Denmark. We also ship to several countries in the EU and Scandinavia. If the package is not collected in the package shop within the time limit or refused to receive the package so that it is returned, a cost fee of 69,- is added for the return. Returns and repayment (right of withdrawal) You can always (and without any reason) undo your purchase of an item with us within 14 days of the item has been received. You must give us notice within 14 days of receipt that you wish to cancel your purchase. The message must be given by contacting kundeservice@kunstig-stearinlys.dk If you receive one or more items (s) with errors or defects please contact us within 14 days so that we can have your purchase exchanged in a timely manner. Contact right The rules of the Purchase Act Whether deficiencies in consumer purchases apply to the purchase of goods at artificial-stearinlys.dk. Whether any defects or defects are detected at receipt or later, all goods are covered by a 24 -month warranty. If the defects or deficiencies have occurred due to your negligence, abuse or other incorrect use, then you must be aware that the right of complaint lapses. When the packages are sent from our warehouse, they are insured during transport and therefore we ask you to check the contents of the packages upon receipt. If the package or contents are damaged on arrival, please contact us as soon as possible and notify us. The right of complaint means that you can either get the item repaired, exchanged, money back or reject in the price, depending on the specific situation. It is a requirement that the complaint is justified and that the defect has not arisen as a result of erroneous use of the product or other injurious behavior. However, the right of complaint can be limited by the natural durability of the product. You must advertise within "reasonable time" after you have discovered the defect in the item. If you are advertising within two months of the defect being discovered, the complaint will always be timely. The item must always be returned in proper packaging. Please contact Customer Service when returning defective items. The item is sent to: Artificial candles Niels Bohrs Vej 12 A Th. 6000 Kolding In case of complaints, contact kundeservice@kunstige-stearinlys.dk. As a starting point, the defective item is exchanged. Shipped the item without a return label from artificial candles/ deluxehomart ApS is this at its own expense. If the item suffers from a defect, the Purchase Act's deficiency rules apply. Note! We do not receive packages sent by demand or similar. Payment abuse If we see reasoned suspicion of payment abuse, we will cancel the order. All false orders are reported to police. Personal Data Policy Collecting Personal Information We collect and process your personal information for the following purposes: • In order to implement and deliver your agreed goods as well as any error delivery and complaints later. • Communication with you in the supply of our services and the sale of our goods. • We provide the necessary information to our carriers and payment provider. • Individual marketing, targeting tailor -made offers and services for your particular personal needs and desires. Artificial candles make a profiling of you and your trading pattern in order to submit you the offers that are most relevant to you as a customer. • Studies, statistics and analyzes to improve our products and services. • In connection with any legal requirements. The submission of personal data may be necessary in connection with the conclusion of a contract for the delivery of products or services. In these situations, we will not be able to offer you our products or services unless you notify us the required information. Treatment and security Our processing of personal data is always based on a legal basis. • Your express consent. • Treatment is necessary to fulfill a legal obligation incumbent on artificial candles, such as the processing and storage of transaction information in accordance with the Accounting Act. • The treatment is necessary for artificial candles or third parties to have continuous improvement and for the development of products, services and any events, and to target our marketing on social media. In these cases, information that is disclosed is limited to information that you have entered at artificial-stearinlys.dk. • When ordering and when you register to gain personal access, your personal information is encrypted encrypted. We use the SCURE Socket Layer encryption system. • Through our operators, we ensure our internet site with technical and organizational measures against loss, destruction, approach, changes and spread of your data through unauthorized persons. • The information is stored and processed in a specially secured environment. Sharing information We share information about you with: • Our suppliers of IT services (data processors). • Internally to specially authorized employees. • External auditors. • Facebook and Google for online advertising. • Public authorities, if required by law. • Warning registers that identify risky transactions for the purpose of combating (organized) online fraud. Storage of information Your specific ordering information is stored with us. You can register with us (email address and password). Here you can see your orders, address information your email address and your phone number. You can also manage the newsletter. If you want to delete that information, you can contact us at: kundeservice@kunstige-stearinlys.dk, or use the cancellation link in the newsletter itself. The information you have entered on your artificial candle profile is stored as long as you maintain the profile. If you do not want to have your information registered on artificial candles, you can cancel you to anyone. We will keep your information for another 6 months to allow you to view purchase receipts from before the cancellation. The information will then be deleted. Transaction information is stored for 5 years as a result of the Accounting Act. Rights As a customer of artificial candles, you have as registered the right to exercise the following rights: • Insight and correction of your information on artificial-stearinlys.dk • Deletion upon request (see below). • Upon request, you have provided the information you have provided for artificial candles in a structured, ordinary and machine -readable format. • Possibility of withdrawing your consent. The withdrawal of the consent does not affect the legality of the treatment based on consent before withdrawal. • Possibility of objecting to profiling. • Possibility of requiring limiting the processing of personal data. As a customer of artificial candles, you have the right to inspect and correct your information at all times, as well as you have the opportunity to withdraw the consent for the processing of personal information. You may request your personal information from artificial candles at any time. Your information will be deleted at your request if one of the following criteria applies; • You withdraw your consent (if your consent formed the basis for the treatment), • The information proves to be incorrect, or is no longer necessary to fulfill the purpose for which they were collected or if the information is processed illegally. The exercise of your rights may be subject to conditions and limitations and will often depend on the specific treatment situation. If you believe that artificial candles process your personal data illegally, you have the opportunity to file a complaint with a supervisory authority, especially where you have your usual residence, place of residence, or where the alleged violation has taken place. You can file a complaint with the Danish Data Inspectorate by following this link: https://www.datatilsynet.dk/borger/… Newsletters At artificial-stearinlys.dk you can get your email address listed on a mailing list so that you regularly receive news and other information from us. This service can be registered and canceled at any time if you no longer wish to receive newsletters from us. You can always find a cancellation link at the bottom of our newsletters. Shipment method and delivery time We ship all our products with GLS, which guarantees a safe and efficient delivery. When you place an order with us, you can expect to receive your goods within 1-2 working days. We do our best to make sure your order is processed quickly and efficiently so you can start enjoying your new products as soon as possible. Please note that we will only withdraw the payment for your order once your parcel has been shipped. This means that you will not be billed until your goods are on your way. We believe in transparency and justice in our business practice and we appreciate your confidence in us. Complaints If you want to complain about your purchase, please contact our customer service at kundeservice@kunstig-stearinlys.dk or correct written inquiry to: Artificial candles, Vestermosevej 13, 6070 Christiansfeld, DK. If we fail to find a solution, you can file a complaint with relevant boards in the field if the conditions for this are fulfilled. Center for Complaints Competition and Consumer Authority Carl Jacobsensvej 35 2500 Valby www.forbrug.dk If you are a consumer resident in a different EU country than Denmark, you can complain to the EU Commission's online complaint portal here -http: //ec.europa.eu/odr

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