Cancellation of purchases, exchanges and complaints

Cancellation of purchases and returns You have a 14-day right of withdrawal under the Consumer Contracts Act when you shop with us as a consumer. The 14 days run from the day you receive your goods. The right of withdrawal is exclusively related to the purchase and is not extended in connection with exchanges, complaints or other circumstances. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item. To exercise your right of withdrawal, you must, preferably as soon as possible and no later than 14 days after receipt of the goods, inform us in writing that you would like to exercise your right of withdrawal and the reason for your withdrawal, but this is not a requirement. You can either simply write to us with your order number and wish to cancel your purchase or use the standard cancellation form at the bottom of the page. In case of withdrawal, please note the following:

You have 14 days to cancel your purchase. You must do so in writing by email: kundeservice@autismeshoppen.dk. You then have 14 days to return the item. The item must be returned as soon as possible. Please note that if you fail to notify your withdrawal as described here and simply return the goods, you risk exceeding the deadline for notification of withdrawal if the goods are not received by us before the expiry of the withdrawal period (14 calendar days after purchase).
If you regret your purchase, you get your money back. If the item is impaired, we will deduct the amount you are liable for. We will refund all payments received from you, including delivery costs (however, this does not apply to additional delivery costs in cases where you have chosen a different delivery method than the cheapest standard delivery method we offer).
As a general rule, we are obliged to refund the amount within 14 days after you have notified us that you regret your purchase. However, we reserve the right to await receipt of the goods before refunding you if you have not provided clear documentation that you have shipped the goods and the condition in which the goods are being returned.
We will refund the amount on the card used for the purchase, unless otherwise agreed in writing.
The item may be tested, but not used. Packaging, labels and the item itself must be in mint condition to the extent that the item can be sold at cost price. If, due to depreciation, the item can only be sold at a reduced price, we may offset the depreciation against the amount refunded, depending on the commercial value of the item.
Packaging damage or missing packaging may constitute an impairment.
If the item is used or in such poor condition that it is not considered to be of commercial value, we reserve the right to refuse a refund. Such decision will be communicated to you via email, where photographs of the item are used to document the condition of the item.
Please note that you are responsible for the goods from the time of delivery until we receive it back. This means that any transportation damage upon return that results in a loss of value may result in a reduced or no refund for the item. Therefore, pack the item carefully to minimize the risk of transport damage.
Goods made especially for you or using personal/non-commercial materials supplied by you are not covered by the right of withdrawal (see below).
Hygiene products such as diapers, incontinence products, toothbrushes, etc. are not returnable if the packaging is broken.
You bear the cost of returning the goods yourself
If the item is returned as new and no deterioration in value is found, you are entitled to a full refund, including any delivery costs, but not additional delivery costs if you have chosen a delivery other than our cheapest.
You cannot cancel by simply refusing to accept the goods or failing to collect your package without giving us clear notice.
You can’t just cancel part of an order either. You always cancel the entire purchase and not individual items.

The condition of the item when you return it If the item has lost value because you have used it in a way other than what was necessary to determine the nature, characteristics and functioning of the item, you can only get part of the purchase price back. The amount you can get back depends on the commercial value of the item, and in some cases this may mean that you can only get back the shipping costs. We recommend that you return the item in the manufacturer’s original packaging. If the original packaging is missing or damaged, this may in some cases result in a loss of value of the item. Especially for clothing, textiles and materials with absorbency (odor, moisture, etc.):

If you have used an item, which results in the item “absorbing” odors such as sweat, perfume, cigarettes, food odors, pet odors, etc.
If there is visible damage (even minor) or stains (even a few) on the item, you may risk a reduced or denied refund depending on the commercial value of the item.
If you have NOT used the item, but it has still been damaged, stained, exposed to odors such as cigarettes, perfume, food or pet odors, etc. the item is NOT considered returned in “as new” condition. Depending on the condition of the item and the possibilities to refurbish/sell it, you may be deducted from the refund for any direct costs, such as washing/cleaning and/or depreciation.
If you want to make sure you get a full refund when you use your right of withdrawal, do not use the product. When you want to try a product, always make sure to keep the product clean and protect it, e.g. by using extra covers in the same color (! important to avoid color rub-off!) as the product for duvets/comforters/sleeping pads/sheets, etc. or try on clothes on top of other CLEAN clothes. You should also make sure to keep it away from odors such as cigarette odors, pet odors, food odors, perfumes, sweat and any other odors that may be present. We therefore recommend that you do not use perfume when trying on items you are considering returning. Also be aware that perfume odors that originate from elsewhere, such as your laundry detergent or fabric softener that you’ve used to wash duvet covers or clothes, are easily transferred to the goods and degrade their value just like all the other odors described above. In addition, take extra care to avoid spills on textiles and to prevent holes or other damage. Last but not least, save the original packaging and do not remove any stickers, labels or other elements that are part of the product or packaging as a whole.
ATTENTION! When returning, any odors should not be covered up with perfume, as we sometimes experience. Fragrances can be allergenic and are the most common cause of impairment.

Limitation To avoid fraud and speculation, we reserve the right to refuse to sell an item to a customer who within the last 6 months has regretted the purchase of the same item or a similar item, e.g. a different version or size of the same item, as well as items deemed to be related due to the same or similar specifications. This is based on a specific assessment of customer history or return circumstances. In particular, canceling a purchase where the customer orders the same item again immediately, perhaps to take advantage of an offer or similar, is considered a purchase in violation of our speculation rules. Please note that cancellation can only be exercised in connection with a purchase. This means that your right of withdrawal runs from the date you receive your goods. If you choose to complain about an item, this is not considered a reason for extending the right of withdrawal. You must return your goods to us without undue delay and no later than 14 days after you have notified us that you wish to cancel your purchase. You are responsible for the direct costs associated with the return shipment of the goods. You bear the risk of the goods from the time you receive the goods until we receive them back. You send the item to the following address (business address – remember to order delivery to business address, which is both cheaper for you and ensures that we do not receive packages on weekends when we are closed): Damsgaard Jensen Web ApS Viengevej 3L 8240 Risskov

Important! Please do NOT ship with DAO. DAO only delivers at night and their delivery service is therefore not suitable for business deliveries. Parcels sent with DAO arrive at night when there is no one to receive them. Therefore, the package ends up in the parcel shop, from where we unfortunately do not have the possibility to collect.

We do not accept parcels sent by parcel post or cash on delivery. Returns are only made via postal or carrier shipment directly to our address and not in person. If you need to return an item delivered by carrier, we will arrange for return shipping, but you are still responsible for the return shipping costs. The cost of returning these items varies depending on both the size of the item and the driving distance. The price for returns is expected to be between 1500 and 5000 DKK. Exceptions There are some types of goods that, due to their nature, are exempt from the right of withdrawal. Including:

goods that are made to your specifications or have been given a distinct personal touch
goods that are likely to deteriorate or become obsolete quickly,
sealed goods that are not suitable for return for health protection or hygiene reasons and where the seal has been broken after delivery,
goods which, due to their nature, are inextricably mixed with other goods upon delivery,
digital content that is not provided on a physical medium, if the performance has commenced with your prior express consent and acknowledgment that you thereby lose your right of withdrawal once we have provided a confirmation on a durable medium.

Right of withdrawal for business customers There is generally no right of withdrawal for business customers who do not have a purchase agreement with us. However, in special cases, a right of withdrawal can be agreed in connection with e.g. test purchases. Business customers with a purchase agreement have a right of withdrawal, which is stated in the individual agreement. Exchange If you need to exchange an item for a different color, size or similar, you can either simply cancel the purchase within the cooling-off period and make a new purchase or contact us and we will help you with an exchange without you having to buy again. You can also exchange an item, even if the right of withdrawal has expired, if the item is in like-new condition. For exchanges made before the expiration of the right of withdrawal, you again have a 14-day right of withdrawal from receipt of the new item. Special rules apply to gifts, which are described in the next section. Gifts

Gifts, including Christmas gifts, enjoy extended returns, exchanges and claims. In order to make use of these extra rights, it is required that you mark a purchase as a gift when ordering and specify the exact date when the gift will be given. The indication of an incomplete date or failure to mark an order as a gift leads to the loss of the extended rights.

Gifts may be returned using the right of withdrawal either 14 calendar days after receipt of the item by the buyer or 5 calendar days after the gift has been given (according to the date stated at purchase), whichever gives a longer right of withdrawal. This means that we must receive written notification of the wish to cancel by email no later than 5 calendar days after a gift has been given. This deadline is not affected by holiday periods or similar periods when the shop is closed, as the withdrawal is only about notifying us before the deadline, which is always possible by email. The extended right of withdrawal, which extends beyond the standard 14-day right of withdrawal, only applies to goods that are unused and undamaged (neither goods nor packaging). Used goods or goods where the value of the goods has decreased may only be canceled within 14 calendar days of purchase. If you have received an item purchased from us as a gift, you have the option to exchange it for one or more other items. If the standard cooling-off period has expired, you can only exchange unused goods in their original and undamaged packaging. Gifts can be exchanged for both related and unrelated items, but not for cash if the item’s cooling-off period has expired. In practical terms, this means that you need to find items you want to exchange for at least the amount that was paid for the gift in the first place, excluding delivery and/or other fees such as gift wrapping that are not included in the item price. We pay the freight on the new shipment. You are only responsible for the return shipping and any difference in the price of the goods. For exchanges, the same delivery method (post office/parcel shop or door-to-door delivery) is used as for the original delivery. However, you can choose to change the delivery method if you want to pay for a more expensive delivery method than the original one. If we detect a decrease in value of the goods or packaging, you will be charged for the decrease in value during the withdrawal period. If the cooling-off period has expired, you will be refused an exchange and will be presented with options on how to receive the item back. In that case, you are responsible for shipping from us to you. To better understand the concept of depreciation, please read the section on purchase cancellation further up the page. Gifts are exchanged within 15 business days after the gift is given or 30 calendar days after purchase (whichever gives you longer exchange rights). In order to use this extended right of exchange, it is a requirement that when ordering, you must specify that it is a gift and indicate the date when the gift is expected to be given to the recipient. If the date of the gift is not specified, the exchange must be made no later than 30 calendar days from the date of purchase. ATTENTION! For exchanges after the expiration of the standard right of withdrawal (14 calendar days after purchase), all returned goods must be in like-new condition. Used, damaged or otherwise impaired goods will be rejected and returned at the customer’s expense. This applies to Christmas gifts, regular gifts and regular exchanges. Complaints When you shop with us as a consumer, the rules of the Danish Sale of Goods Act apply. You have a 2-year warranty from receipt of the goods. The right to complain means that you can complain about defects that are likely to have been present at the time of delivery and appear up to 2 years after you received the goods. It is important to be aware of the difference between a complaint and a warranty. Complaints do not cover defects that occur as a result of normal wear and tear or misuse. The coverage of the claim depends on the specifications of the goods and the reasonably foreseeable performance. You can either have the item repaired, exchanged, refunded or reduced in price, depending on the specific situation. It is a requirement that the complaint is justified and timely and that the defect has not arisen as a result of incorrect use of the product or other damaging behavior. For all goods (including goods with a limited shelf life), ordinary wear and tear is not a defect in the sense of the Danish Sale of Goods Act, although wear and tear can occur before the expiry of the 2-year warranty period if the goods have had the shelf life that can reasonably be expected. For example, the expected lifespan of products like laminated pictograms is 6-12 months, while terminal blocks have a life expectancy of between 1-4 weeks. As the products on Autismeshoppen.dk are aimed specifically at people with multiple challenges, it is important to point out that rough treatment of the products or the use of the products in ways for which they are not intended, which results in wear and tear or damage, is not a valid basis for complaint. You must complain within a “reasonable time” after you have discovered the defect in the goods. If you complain within two months of discovering the defect, the complaint will usually be considered timely. We encourage you to file a complaint as soon as possible after the defect is discovered. Visible damage (scratches, cracks, dents, holes, broken glass, etc.) or defects discovered upon receipt must either be reported immediately or documented immediately with a dated image (date stamp in the image file) and reported within the deadline. If the image is not dated, please report visible damage and defects discovered upon receipt within 24 hours of receipt. Claims of visible damage or defects that are not reported or documented immediately may be rejected. Please note that upon receipt of the goods, the responsibility for the goods is transferred to you. This applies both when buying for yourself and as a gift for others. Therefore, it is always a good idea to check the goods upon receipt and report any damage/defects as soon as possible and in a timely manner. You claim the item by contacting us at kundeservice@autismeshoppen.dk, where you include the following:

Order number and date
Receipt for your purchase
Detailed description of the error
Pictures of the damage

You will then be contacted by us. If the defect is a valid reason for complaint, we will agree on what compensation you will receive (repair, replacement or refund) and what will happen to the original item. If you need to return it to us, we will send you a return label that you can use to send the item. We recommend using our return label, but if the complaint is justified, we will refund your (reasonable) shipping costs if you choose another shipping method. The item must always be returned in proper packaging that minimizes the risk of further damage to the item. Such damage will often not be covered by the warranty and may make it impossible to process the claim. Remember to also get a receipt of shipment so we can refund your shipping costs if you choose to buy the return label yourself. The item is sent to: Damsgaard Jensen Web ApS Viengevej 3L 8240 Risskov

We do not accept parcels sent by parcel post or cash on delivery. Packages are only sent by post or courier and are not personally delivered to our address. When returning the item, please include a detailed description of the fault. Please describe how long you have had problems with the product and whether any defect has worsened over time. If the damage occurred while using or caring for the product, please describe the process (e.g. wash settings if the product broke during a wash). It’s also always a good idea to include pictures to help clarify the issue quickly. If the fault is deemed to be the result of normal wear and tear or incorrect use, the claim will not be approved and you will not be entitled to a replacement, repair or refund. ATTENTION! In the event of visible damage to the goods caused during delivery, e.g. broken glass, please document such damage with photos at the time of receipt, where detailed photos of the packaging are also included. If there is visible damage to the packaging, please submit the complaint no later than 2 business days after receipt of the goods and follow the instructions in the section Transport damage. Limited liability Due to the nature of our products and our target group, which is primarily children and adults with developmental disorders, we cannot be held responsible for any physical or psychological reactions to the products, as well as a deteriorated psyche as a result of the incident. We are very aware of the special needs of our target group, but also of the individual nature of developmental disorders, which means that it is impossible to fully customize a product or guarantee that it is harmless or safe to use for everyone. It is therefore the consumer’s sole responsibility to assess whether a product is suitable for a particular person with a developmental disability for whom the product is to be used by/for. In addition, damage or wear and tear to goods resulting from use that cannot be described as normal use, e.g. due to violent movements or physical or mental disability that does not allow the user to use the goods correctly, is not covered by the warranty. Transport damage When you receive your goods, we encourage you to check the package for any visible damage. If the packaging is damaged or has other visible signs of defect, please sign for any damage to the contents on the consignment note. You can also refuse to accept the goods. If you receive the package, take pictures of the package, at least one of which shows the shipping label. Contact customer service as soon as possible and inform them that you have rejected the item – or that you have received a package with visible damage to the packaging. If the package is undamaged, but you can see damage to the goods, it is very important that you take pictures of both the goods and the package – inside and out. This is required by the freight companies when handling compensation claims. Please send these pictures to us as soon as possible and preferably no later than 2 days after receipt, as this will facilitate our complaint case against the shipping company. Complaints You have the opportunity to have a complaint processed by writing to kundeservice@autismeshoppen.dk. If we are unable to find a solution, you can send a complaint to the House of Nævnenes Hus, Toldboden 2, 8800 Viborg via
The complaint portal for the House of Nævnenes Hus
.

To be able to complain, the product or service you want to complain about must have cost a minimum of DKK 1,110 and a maximum of DKK 100,000. However, for complaints about clothing and shoes, the price must have been at least DKK 720. There is a fee to have the complaint processed. When you shop at an e-labeled webshop, you can have your case processed free of charge – regardless of the amount. Read more here. If you reside in an EU country other than Denmark, you can complain to the EU Commission’s complaints portal here –http://ec.europa.eu/odrReklamation – business customers If you trade with us under a contract, the contract describes the guidelines that apply to complaints. If you are acting on behalf of your company/institution where you do not resell/distribute/grant/rent or use the products intensively (beyond the normal average use and maintenance, e.g. washing a duvet after each patient), special rules apply. If you are acting on behalf of a company/institution where you resell/distribute/grant/rent or use the products intensively (beyond the normal average use and maintenance, e.g. washing a duvet after each patient), special rules apply:

For internal intensive use ONLY: Most items have an expected performance based on e.g. period of use, number of washes, etc. When assessing your claim, the most relevant criteria are selected based on the way you use the products and their expected performance.
For external use (sale/loan/licensing): It is required that the customer collects all the necessary information as described in the section Claims for private individuals and sends it to us together with the item. The case is assessed based on the information we receive and the condition of the goods.

No matter what type of business you buy from, you will either get the product repaired, replaced or refunded within a reasonable time for a legitimate complaint. All other conditions for justified complaints that apply to private purchases also apply to business purchases. Standard withdrawal form It is generally not necessary to fill out this form when withdrawing, as an e-mail with information about your order number and desire to cancel your purchase will be sufficient. However, you have the option to fill out this cancellation form and send it by email and/or with your order after you have notified us by email that you wish to cancel your purchase. ____________START_____________________ To: Damsgaard Jensen Web ApS Viengevej 3L 8240 Risskov kundeservice@autismeshoppen.dk Name:___________________________________________ Address: ___________________________________________________________________ Order no._____________________________________________ I/we hereby notify that I/we wish to exercise the right of withdrawal in connection with my/our purchase agreement for the following goods/delivery of the following services: 1.__________________________________________________________________ 2.__________________________________________________________________ 3.__________________________________________________________________ 4.__________________________________________________________________ 5.__________________________________________________________________ Ordered on:___________________/received on________________________ Date:________________________ Signature:________________________ _________SLUT_____________ Last updated: 12 September 2