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FAQ / Frequently Asked Questions
If you have questions, find more information here: Frequently Asked Questions
About the Company
Company's legal name: Seniorshop ApS
Business name: Seniorshop.dk
Company type: ApS
CVR-number: 31 37 32 98
Established: 2008
Address:
Seniorshop
Store: Søborg Hovedgade 44, DK-2860 Søborg
Administration and WEB-Shop: Hørkær 32, DK-2730 Herlev
Phone: 39 43 05 50
Email: butik@seniorshop.dk
Official website: www.seniorshop.dk
Ordering
You can order products from www.seniorshop.dk directly through our website. We also welcome you to visit our store. Here, you can take the items home immediately or simply order them for delivery. Feel free to contact us at 39 43 05 50.
Agreements with Seniorshop are made in Danish within Denmark.
Payment
All prices on the website include all Danish charges, including VAT.
When paying by card, you are always protected against misuse. You will not bear any liability if your card is misused in an online store utilizing SSL (Secure Socket Layer) in its payment system. This gives you better security compared to the physical world, where liabilities can amount to 1200 DKK if your card is misused with the PIN code.
The data you send in connection with purchases made with a payment card is encrypted (SSL), meaning only PBS can read them. Neither Seniorshop nor others have access to your information.
The charge for your products is only made once they are dispatched from Seniorshop. More than the amount you approved at purchase cannot be charged. We do not impose card fees.
In our e-store, you can pay with the following means:
Dankort
Danske Euro/Mastercards
Foreign Master/EURO cards
VISA Electron WITH NO PAYMENT FEE
Reservation of Amount
If you pay with an international payment card, the amount is reserved immediately. The money is held on your card or account until:
1) We charge the amount when sending the item, or
2) the money is released according to your card issuer's agreement.
You can learn more about your specific card's rules with your card issuer.
Shipping and Delivery
Delivery time is usually 1-3 days, though most items are dispatched on the same day the order is placed unless a longer delivery time is specified for the individual item.
Shipping costs vary by item type and are shown in the cart once the item is added.
Orders over 500 DKK include free shipping, except for larger furniture. For purchases under 500 DKK, shipping costs range from 39.95 to 55 DKK.
You can choose between delivery by Post Nord, GLS, or courier, as well as delivery to your door, parcel shops, or pick-up. Some options might be unavailable if the item size or type restricts a specific delivery method.
There is also the option for free pick-up at our store in Søborg or our warehouse in Herlev.
Right of Withdrawal
As a consumer, you have a 14-day right of withdrawal when shopping with us.
The withdrawal period expires 14 days after the day you received your item. If you ordered several different items in one order but receive them separately, the period starts from the day you receive the final item.
Within this period, you must notify us that you wish to withdraw your purchase within 14 days of receipt. You can email us at butik@seniorshop.dk or use the standard withdrawal form found at the bottom of our terms and conditions.
You cannot withdraw by simply refusing to receive the item without notifying us.
No Right of Withdrawal for:
Delivery of items made to your specifications or clearly personalized items
Partial Withdrawal of Purchase
If you've purchased multiple items from us, you can return one or more items even if they were bought in a single order.
Note that you won't get the shipping costs back if you return part of your purchase.
Returns
Once you've informed us of your wish to withdraw your purchase, you have 14 days to send the item back to us.
You will bear the cost of return and are liable if any damage occurs during transport.
Certain items cannot be returned by regular post, such as larger furniture.
Return costs for these items are expected to cost up to: 1,250 DKK.
Return Address
SeniorShop.dk
Hørkær 32
2730 Herlev
Att: Returns
We only receive packages sent directly to the address.
Standard Withdrawal Form
(Complete and return this form only if exercising the right of withdrawal)
To:
Seniorshop.dk
Hørkær 32
2730 Herlev
butik@seniorshop.dk
I hereby declare that I wish to exercise the right of withdrawal concerning 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 form's content is communicated on paper)
Condition of the Item When Returned
If the item has decreased in value because you have used it in a way that was not necessary to establish its nature, features, and functioning, you can only receive part of the purchase amount. The refundable amount depends on the item's market value, and in some cases, it may mean that only shipping costs are refunded.
We recommend sending the item back in its original packaging.
Missing original packaging may result in a depreciation of the item.
Refund of Purchase Amount
If you cancel your purchase, you will receive a refund. If the item's value has decreased, we will deduct the amount you are liable for.
We refund all payments received from you, including delivery costs (except for additional delivery costs if you have chosen a different delivery method than the cheapest standard delivery method offered by us), no later than 14 days from the day we received your notice of cancellation.
We will refund the money using the same payment method you used for the purchase unless we have agreed otherwise.
We can withhold the refund until we have received the item back unless you send us proof of having returned it.
Complaints
As a consumer, you have a 24-month warranty under the law.
This, of course, requires that the complaint is justified. We only want happy and satisfied customers and encourage you to get in touch if you have problems with the items you've purchased.
The law's warranty means you can complain about defects or omissions in the product, which have occurred within 24 months of receipt. However, this assumes that these defects are not due to your incorrect use of the product or other damaging behavior. If your complaint is justified, it means you can either get the item repaired, replaced, refunded, or receive a price reduction, depending on the specific situation.
You must complain within a reasonable time after discovering the defect. If you complain within two months of discovering the defect, the complaint will always be timely.
If you wish to complain about a product, including furniture and larger items, they must be sent to us at our address: Seniorshop.dk, Hørkær 32, 2730 Herlev. Items returned with collection from Post Danmark are not considered returned. Items must be returned with delivery to the address Hørkær 32, 2730 Herlev
When returning the item, please include the order number or invoice number and preferably a copy of the invoice you received.
If you wish to complain about a product, including furniture and larger items, please contact us first before sending them to us at our address: Seniorshop.dk, Hørkær 32, 2730 Herlev.
If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be sent back in proper packaging. Also, remember to get a receipt for dispatch, so we can refund your shipping costs.
If your complaint is justified, we will send you a return label, so we automatically pay for the return.
The item is sent to:
SeniorShop.dk
Hørkær 32
2730 Herlev
We only accept packages sent directly to the address. We do not pick up items sent to parcel shops or similar.
When returning the item, please include a detailed description of the problem.
Privacy Policy
We need the following information when you shop with us:
Name, address, phone number, and email address.
We register and pass on the personal data necessary to deliver the item to you.
The personal data is registered with Seniorshop ApS and stored for five years, after which the information is deleted.
We cooperate with several other companies that store and process data. These companies process data solely on our behalf and may not use it for their purposes.
We only work with data processors in the EU or in countries that can provide your information with adequate protection.
The data controller at seniorshop.dk is Seniorshop ApS.
You have the right to know what information we process about you.
If you believe 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. For example, if the data is no longer necessary for the purpose we needed to use it. You can also contact us if you believe your personal data is being treated in violation of the law. You can write to us at: butik@seniorshop.dk
Registration of Your Visit to Seniorshop
When you enter address details, phone, and email on Seniorshop.dk, we save the information for your next visit so you can avoid entering the same information the next time you shop from the same computer.
This is called a "cookie" and is essentially a note we leave on your computer, allowing our website to recognize you next time. This is used on almost all websites today, and you can always delete cookies under functions and internet settings in your internet browser.
Seniorshop.dk also generates log statistics. This statistic is used to gather information about the number of visitors, where they come from, and how they navigate the website, just as one observes in a physical store what customers like and what items they aren't interested in.
We use this information solely for internal purposes to optimize the store and our marketing materials.
Special Terms for YouTube
We use YouTube to show, among other things, product videos on our site, which have these specific terms:
By using YouTube's API clients, users agree to be bound by YouTube's Terms of Service.
Complaints
If you, as a consumer, want to complain about your purchase, please contact butik@seniorshop.dk. If we cannot find a solution, you can send a complaint to:
Nævnenes Hus, Toldboden 2, 8800 Viborg via Klageportalen for Nævnenes Hus.
To lodge a complaint, the item or service you are complaining about must cost at least 1,110 DKK and no more than 100,000 DKK. For complaints about clothing and shoes, the price must have been at least 720 DKK. There is a fee for processing the complaint.
When you shop on an e-labeled webshop, you can get your case processed for free – regardless of the amount. Read more here.
If you reside in an EU country other than Denmark, you can file a complaint with the EU Commission's complaint portal here - http://ec.europa.eu/odr
Rental Terms for Assistive Devices
The general terms and conditions apply, and you can find additional information about the rental here:
Deposit
A deposit of 1,000 DKK is required for the rental of the product. The full amount will be refunded upon timely return and if the product is undamaged.
Collection
For rentals, you must collect and return at our warehouse at Hørkær 32, 2730 Herlev. We do not offer delivery. Please note that our care bed is assembled and requires special transportation for pickup.
Reservations are Binding - Commitment Period and Termination
You are bound for the entire selected rental period, but you can always terminate after 5 months with 1 month's notice to the end of a month.
If the item is not collected and your right of withdrawal has expired, the full amount for the rental period will be invoiced.
Extension of Rental Period
If you wish to extend your rental period, please contact us by phone or email to see if it is possible.
Late Return
For late returns, the renter will be invoiced the standard daily rate per day commenced after the return date. This invoicing will cease when the item is returned.
Item Condition
At delivery, the rented product is always fully functional and cleaned.
Always check upon delivery that the product is operational and free of faults or defects.
The item should be returned in approximately the same condition; otherwise, you will be liable for any depreciation.
If the item is not cleaned upon return, the renter will be charged a cleaning fee equal to our actual cleaning cost.
Prices Include Applicable VAT
All terms will appear in the entered rental agreement and form the basis of the agreement between renter and owner. All rented assistive devices are the owner's property. The renter is liable for damage or loss at all times. It is recommended to check whether your insurance covers rented items.
Right of Withdrawal
As a consumer, you have a 14-day right of withdrawal when you shop with us.
The withdrawal period expires 14 days after the day you have collected the item.
Within this period, you must notify us that you wish to withdraw within 14 days from the agreement date. You can email butik@seniorshop.dk or use the standard withdrawal form found at the bottom of the terms.
Refund
If you cancel your purchase, you will receive a refund.
If you have consented to start delivery and decide to cancel, please note that we will charge a reasonable fee for the portion of the subscription already delivered. This fee will be calculated based on a daily rental rate of 75 DKK.
We will refund the amount to you without undue delay and no later than 14 days from the day we received your notice of cancellation. We will refund the money using the same payment method you used for the purchase unless we have agreed otherwise.
If There Is an Issue with the Subscription
If you are not satisfied with the subscription, please contact us at butik@seniorshop.dk
The Sale of Goods Act defect rules do not apply to subscriptions.
Whether you have a 2-year warranty according to the Sale of Goods Act rules depends on what is to be delivered under the subscription agreement:
Delivery of Goods
For goods delivery, you have a 24-month warranty. Please contact us before sending the item.
If your complaint is justified, you can either have the item repaired, replaced, refunded, or receive a price reduction, depending on the specific situation.
You must complain within a "reasonable time" after discovering the defect. If you complain within two months of discovering the defect, the complaint will always be timely. Due to the limited rental period, we recommend that you contact us as soon as possible and preferably immediately when you discover the defect.