Terms and conditions

 GENERAL INFORMATION

Care Copenhagen, ToTheMoon APS
Olof Palmes Allé 44A, 8200 Aarhus N

8000, Aarhus
CVR: 44664542
E-mail: kundeservice@carecopenhagen.dk

PRICES

In the event of delays, back orders, or sold-out items, we will do our best to inform you as quickly as possible and let you know what we can do - for example, refund your money or help you find a similar item elsewhere.

PAYMENT

Care Copenhagen accepts payment by VISA, VISA Electron, Mastercard, MobilePay. Payment will only be charged to your account when the item is dispatched. All amounts are in DKK, Danish kroner, and include VAT.

 

Amount reservation

If you pay with an international payment card, the amount is reserved immediately. The funds are reserved on your card or account until:

1) We charge the amount when we ship the item, or
2) the funds are released according to the agreement with your card issuer. 

You can read more about the rules for your specific card from your card issuer. 

We do not charge card fees.

 

DELIVERY

Care Copenhagen aims to dispatch orders within 24 hours of receipt. We ship throughout Denmark. Shipping to a parcel shop is free. Home delivery costs DKK 29.

Parcels are sent with GLS or DAO

NOTE: If there is no space at the collection point, your parcel will be moved to the nearest collection point, which you will be notified of. If problems arise, please contact customer service.
Goods are delivered on weekdays. Your item will be delivered 1-3 weekdays after ordering. Delivery times may be extended during busy periods.

We deliver only within Denmark

RIGHT TO COMPLAIN

You have a 2-year right to complain in accordance with the Danish Sale of Goods Act. Our right to complain applies to defects in materials and/or workmanship. You may have the item repaired, exchanged, receive a refund, or get a price reduction, depending on the specific circumstances.

The right to complain does not apply to defects or damage caused by improper handling of the product/service. You must submit your complaint within a “reasonable period” after discovering the defect/error. If you submit your complaint within two months after discovering the defect, the complaint will always be considered timely.

If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be returned in secure packaging. Remember to obtain a receipt for shipment so that we can reimburse your shipping costs. Contact us before returning your product so that the process can be as easy as possible.
For returns, complaints, and exercising the right of withdrawal, the item must be sent to:

Care Copenhagen, ToTheMoon ApS
Olof Palmes Allé 44A, 8200 Aarhus N
Att: Mura Mura

Shipments sent cash on delivery are not accepted.

We only receive packages sent directly to the address.

When returning the goods, please include a detailed description of the problem. 

REFUND

In the event of a refund, please contact us so that the agreed amount can be transferred.

RIGHT OF CANCELLATION

As a consumer, you have a 14-day right of cancellation when you shop with us. The cancellation period expires 14 days after you have received the goods. If you have ordered several different goods in one order but they are delivered separately, the period begins on the day you receive the last item.

 

This means that you have 14 days from receipt to inform us that you wish to cancel your purchase. You may exercise your right of cancellation here. You may also use the standard cancellation form, which can be found at the bottom of the terms and conditions.

 

You cannot cancel the purchase by refusing to accept the goods without also notifying us.

 

If you cancel your purchase and a free gift is included with the order, the entire order must be returned.

 

RETURNS

Once you have informed us that you wish to cancel your purchase, you have 14 days to send the goods back to us.

You must pay for returning the package yourself, and you are liable if damage occurs during transport. In other words, you bear the risk for the goods from the time they are delivered until we have received them back.

When returning the goods, you are responsible for ensuring that they are properly packaged. To facilitate processing, you are welcome to include a copy of the order confirmation in the package.

If you wish to return the goods to us, we can assist with a label and will then credit the shipping cost when refunding the purchase price.
Otherwise, send to:

Care Copenhagen, ToTheMoon APS
Olof Palmes Allé 44A, 8200 Aarhus N

You cannot cancel simply by refusing to accept the goods without also giving clear notice of this.

 

No right of cancellation
These agreements cannot be cancelled: 

Supply of sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

 

 

CONDITION OF THE GOODS UPON RETURN

You are only liable for any reduction in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words, you may try the goods, and they should then be in the same condition as when you received them.

If the product has extraordinary signs of use or damage beyond what is described above, it is considered used. This means that if you withdraw from the purchase, you will only receive part or none of the purchase price back, depending on the product's commercial value at the time of receipt of the return. In some cases, this may mean that you can only get the shipping costs back.

 

To receive a full refund of the purchase price, you must therefore try the product for 14 days.

 

We require you to return the product in its original packaging.

If the original packaging is missing, this may result in a reduction in the product's value.)

 

 

REFUNDS

If you regret your purchase, you will of course receive a refund of the amount you paid to us. In the event of a reduction in value for which you are liable, this will be deducted from the purchase price. When exercising the right of withdrawal, all payments received from you, including delivery costs (excluding additional costs resulting from your choice of a delivery method other than the cheapest form of standard delivery offered by us), will be refunded without undue delay and no later than 14 days from the date on which we received notification of your decision to exercise the right of withdrawal.

The refund will be made using the same payment method that you used for the original transaction, unless you have expressly agreed otherwise. We may withhold the refund until we have received the returned product, unless you have provided documentation that you have returned it before then.

The product must be sent to:

Care Copenhagen, ToTheMoon APS
Olof Palmes Allé 44A, 8200 Aarhus N

CVR: 44664542
E-mail: kundeservice@carecopenhagen.dk

 

We only receive packages sent directly to the address.

 

COMPLAINT OPTIONS

A complaint about a product or service can be submitted to the Centre for Complaint Resolution, the House of Boards, Toldboden 2, 8800 Viborg.

You can submit a complaint to the Centre for Complaint Resolution via the Complaints Portal of the House of Boards.
Link: The Complaints Portal of the House of Boards.

 

To submit a complaint, the product or service you are complaining about must have cost at least DKK 1,110 and no more than DKK 100,000. A fee is charged for processing the complaint.

If you are a consumer residing in another EU country, you can submit your complaint via the EU Commission's online complaint platform.

When you shop at an e-marked webshop, you can have your case handled free of charge by e-mærket - regardless of the amount. Read more here.

The platform is available here: https://ec.europa.eu/consumers/odr/

If you submit a complaint here, you must provide our email address: kundeservice@carecopenhagen.dk

 

 

PRIVACY POLICY

We need the following information when you shop with us: Name, address, telephone number and email address.

We register and disclose the personal data necessary to deliver the product to you.

The personal data is registered with Care Copenhagen and stored for five years, after which the information is deleted.

We also work with a number of other companies that store and process data. The companies process information solely on our behalf and may not use it for their own purposes.

We only work with data processors in the EU or in countries that can provide adequate protection for your information.

The data controller at Care Copenhagen is ToTheMoon APS

You have the right to be informed of what information we process about you.

If you believe that the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data if you request it. This may, for example, be the case if your data is no longer necessary for the purpose for which we needed it. You can also contact us if you believe that your personal data is being processed in violation of the law. You can write to us at: kundeservice@carecopenhagen.dk

 

Standard withdrawal form

(This form is completed and returned only if the right of withdrawal is exercised)

 

To:

carecopenhagen.dk

Address

Postal code and city

e-mail: xxx@xxx.dk

 

I hereby notify you that I wish to exercise my right of withdrawal in connection with my purchase agreement for the following goods/services:

__________________________________________________________________________________

 

Ordered on: _______________________________     Received on: _______________________________

 

Consumer's name: ______________________________________________________________________

 

Consumer's address:  ___________________________________________________________________

 

Consumer's signature: _________________________________________      Date: _________________

(only if the contents of the form are submitted on paper)

 

 

The terms and conditions were last updated on 07.10.2024