Terms and conditions Here you can find the terms and conditions that apply to purchases on Autismeshoppen.dk and which you accept when ordering. You can always find the applicable terms and conditions on this page. In addition, reference is made to the general purchase and contract law rules of Danish law, including the rules on consumer purchases. Company information Autismeshoppen.dk is operated by: Damsgaard Jensen Web ApS Samsøgade 27, 2 8000 Aarhus C CVR no. 39763338 tel.
52 11 10 77 All contact regarding Autismeshoppen.dk should be directed to: kundeservice@autismeshoppen.dk or admin@autismeshoppen.dk, depending on whether the question concerns your relationship with us as a customer or whether you experience technical problems on the website. The phones are open from Monday to Friday, from 8:00 to 15:00. The phone may be closed for public holidays or vacations, which are announced on the website. Email inquiries are answered within 3 hours during working hours. We decline ALL contact regarding marketing. The company’s contact information is also registered as advertising protected, making it an offense to contact us for marketing purposes.

How to shop with us You must be at least 18 years old to shop with us or have your parent/guardian’s consent. You can be a private individual, public institution or business. You have the option to create a customer account on the site. However, this is not a requirement. To make a purchase with us, you need to go through 5 steps: 1. find the item(s) you want and add them to your cart. Then proceed to checkout. 2. Enter your personal details. 3. Select shipping/payment method. 4. Accept our terms and conditions. 5. Check that all information is correct and approve the purchase. 6. Authorize the payment with NemID/MitID/text+personal code. Please note that by accepting the purchase, you commit to pay for your order and the chosen delivery method. If you have created an account on the site, you can view your order history and personal data within your account. You also have the ability to edit your data and track your orders, as well as earn discounts on your purchases based on the last 12 months’ spend. If you have not created a customer account, you can always contact us at kundeservice@autismeshoppen.dk to get an order overview, order confirmations or a copy of the data we store about you. You can also ask us to correct your information or even delete it, as long as it does not violate accounting or other laws. Prices, promotions and offers All prices are in Danish kroner including VAT and taxes and are valid for the period set by the store. Prices change as operating and production costs rise or fall. We reserve the right to change prices without notice. Therefore, only the price you see when ordering is binding and not subject to scheduled or emergency price changes, including price drops. If a price is obviously incorrect and you should reasonably have discovered this, we are not obliged to supply the product in question at the incorrect price. If we discover the printing error during the processing of your order, we will decide whether it is an obvious error or not. In the case of a blatant error, where the consumer is likely to be aware of the error and choose to take advantage of it, the order will be canceled. If it is an error that the consumer was unlikely to detect, the order will be processed and you will pay the stated price and the error will be corrected on the website. Offers may be available for a limited time or an unlimited period where a limited number of items are sold at a discounted price. Such prices are only available during the stated period from the start date to the end date or from the start date until the specified number of products on offer have sold out. In this regard, you cannot require us to adjust the price of orders placed before the offer period was announced/entered into force or after the offer has expired. For quantity discounts and package offers, you will only see the applicable offer price when you add the included items to the basket. If you subsequently remove or return one or more items that are part of a purchase with a quantity discount, the discount will be forfeited and you will pay full price for the items you purchase/retain. Items included in a package offer are considered one unit and must therefore always be purchased and – when applicable – returned together. * Where offers are applied to entire product categories, individual items may be blocked for discount. This applies, for example, to products that belong to several product categories and have been/are therefore discounted in connection with offers for a different product category than the current one. In addition, items delivered by carriers are usually excluded from offers because part of the item price covers the additional shipping costs and therefore cannot be discounted. Goods that are delivered by carriers are goods with total dimensions (length+circumference) over 300 cm, as well as goods weighing over 30 kg each. Last but not least, specific brands, as well as items that are in low stock or in high demand, may be blocked for discount. Discount points If you have created a customer account on the webshop, you automatically collect discount points every time you shop with us, even when you use accumulated discount points or buy items on offer/use discount codes. You can find an overview of accumulated and used points in your account at any time and you can choose when you want to use discount points on an order. The value of the discount points is set to 10 points = 1 krone. How many points you earn per £100 is fixed for a given period and can change without notice. However, you will always be shown how many points your order will earn on the checkout page before placing the order. Discount points expire 12 months after the purchase is completed and can therefore only be used within 12 months of the date of the purchase that generated them. Discount points can be used to give a discount as a gift. Discount points can only be used for purchases and cannot be converted to cash. Items in stock We continuously update and reconcile the inventory on the webshop itself, as well as make manual counts, to ensure that we always have the items in stock that you can find on the webshop and add to the basket. However, in some cases, the vote/update may not go through on time. This can be due to both human error and/or system processes. If you order one or more items that are not in stock, we undertake to fulfill the order:

• notify you of the situation and inform you when the item is expected to be back in stock, if it is not a discontinued item.
• give you the right to decide whether to cancel the order or wait for delivery at a later date when the item is back in stock.
• do our best to get the item back home as soon as possible, unless you choose to cancel your order.
• ship any remaining items from your order in a timely manner, and ship the out-of-stock item(s) at a later date without incurring additional shipping charges.
• notify you in the case of a discontinued item and offer to either send you a replacement item at no additional cost to you, where possible, or refund the part of your order relating to the discontinued item.
• Help you find a similar item elsewhere.

Ordered goods and goods in remote storage Although most of the items sold on the webshop are in stock, there may also be special order items and items in remote storage. As a buyer, you can always feel confident buying a special order or remote stock item, as you are covered in exactly the same way as when buying goods in stock. It will always be clearly stated on the product page whether it is a made-to-order or remote stock item, as well as the special conditions that apply to the individual item. Such conditions may, for example, mean that you do not have a right of withdrawal for products that are made especially for you, such as photo pictograms, composite pictograms (e.g. instruction sequences or “menus”), etc. where the item cannot be sold to others, due to either the use of private material for the production (photographs or pictograms not licensed for commercial use) or the specific nature, which is only relevant in a specific situation and is thus irrelevant to other potential buyers. When purchasing goods in remote storage, different delivery times than our regular delivery times apply. You will always be able to find information about expected delivery times on the product page before ordering. However, the expected delivery times are always only indicative, as delays may occur that are beyond our control. This is also stated on the product page. If we are unable to deliver the ordered item within the agreed time, as stated on the product page or by email immediately after the purchase has been completed, you have the right to cancel the purchase.
Delivery Wedeliver in Denmark, Norway, Sweden, Germany, the Faroe Islands and Iceland, including Post Nord and GLS. You choose which shipping company and shipping method to use during the purchase process. You can choose between GLS and PostNord, parcel shop or delivery to your door. Prices (without discount) for Denmark are as follows:

For orders weighing over 20 kg, it is not possible to order delivery to a parcel shop due to carrier restrictions. Instead, the item is delivered to your door with GLS/PostNord as a parcel or pallet. In the shop, it is only possible to buy items weighing up to 300 kg. If you are ordering a heavier shipment, please contact us for personalized service. The delivery price assumes that all items in your order, including any made-to-order or pre-ordered items, are shipped together. We reserve the right to use a delivery option other than the selected delivery option that is more suitable for your purchase and results in the same service (parcel shop, business delivery or home delivery) if the selected option is not suitable for the size or weight of the goods you have ordered. If individual items are too heavy or too large for parcel delivery, they will be delivered to your door with PostNord or couriers. In the shop, it is only possible to buy items weighing up to 300 kg. If you are ordering a heavier shipment, please contact us for personalized service. For orders weighing more than 30 kg, it is not possible to order delivery to a parcel shop due to carrier restrictions. Instead, the item is delivered to your door with GLS/PostNord as a parcel or pallet. In the shop, it is only possible to buy items weighing up to 300 kg. If you are ordering a heavier shipment, please contact us for personalized service. The delivery price assumes that the entire order is shipped together, also in the event that one or more of the ordered items are made-to-order or pre-order items. When the goods are shipped from our warehouse, you will receive an email with an invoice for the shipped goods. If we can’t ship all your items at the same time, you will still only receive one invoice, which will only be sent to you when the last items from your order are shipped. When delivering your item, it is your responsibility to ensure that someone is available to receive the package when it is delivered to your door. If the package is delivered to a parcel shop/post office, it is also your responsibility to follow the package via tracking and pick it up within the set deadline (typically 7 days). You will receive a tracking link from us in your shipping confirmation email, as well as notification from the shipping company via SMS and/or email. Re-delivery of packages that have been returned due to non-collection/receipt will incur an additional delivery fee. When you receive your package, it’s important that you check the packaging and goods for damage and missing items. If the packaging or item is damaged or not missing, do not open the package – and if you have opened it before you discover the damage/defect, do not throw away any parts of the packaging, even if they are broken or damaged by liquid or similar. You should take as detailed pictures of the damage/goods received as possible and are encouraged to contact us immediately and submit your complaint with pictures. This should be done as soon as possible and preferably within 1 day of receipt. It is important that you do not unpack the goods, move the box or throw it away even after you have contacted us or the carrier, as in some cases the carrier will require to either inspect or pick up the package at the address it has been delivered to. Failure to do as described here may result in limited or no right to replacement of the damaged package. In case of defects, the conditions described under Complaints apply. If, on the other hand, there is damage to one or more items that are not related to the transportation, you must contact us and send us pictures of the damage – just as you would for a normal complaint. In the case of a complaint, the deadline for notification is as stipulated by law. PLEASE NOTE! When ordering delivery to a country outside the EU, the shipping fee includes a customs clearance fee of DKK 125, charged by the carrier.
You should also be aware that purchases of goods from abroad whose price (including delivery) exceeds a minimum amount set in your country may result in a customs bill, which you must pay before you receive the goods. Delivery time The delivery time depends on whether the ordered item is in stock, in remote storage or if it is a made-to-order item. If the item is in stock, you can expect it to be shipped within 1-3 business days. After that, please allow an additional 1-3 business days delivery time, depending on the chosen carrier’s own delivery times. However, if the item is in remote storage or is a made-to-order item, the delivery time depends on several factors, such as production time and delivery time from remote storage. In such cases, the indicative expected delivery time is stated on the product page. Orders containing both in-stock and pre-ordered items are generally shipped together when all items are in stock. Partial delivery can be purchased. Payment At Autismeshoppen.dk you can use most cards, including Visa/Dankort, Visa Electron and Mastercard, as well as MobilePay, which is linked to one of these cards. Plus, you can buy on credit via Klarna. We don’t charge a fee for payment. When paying with an international payment card, e.g. Visa or Mastercard, and when paying with MobilePay, the purchase amount will be reserved immediately in your account. Reservation is not the same as the money has been withdrawn. Upon booking, the money is still in your account. The reservation remains active until we charge the payment or the funds are released as agreed with your card issuer. Please note that for purchases that are canceled before the payment has been deducted or where a part of the amount is not deducted as agreed with you, such a reservation may remain active for a long time without us being able to do anything. Please contact your bank/card issuer for assistance if you would like to cancel the reservation. The money will be reserved in your account when you place an order. However, we will only debit your account when the goods are shipped to the requested delivery address. In the case of partial deliveries, the amount is only charged to your card when the goods are actually shipped to you. If, contrary to expectations, we are unable to deliver parts of your order, you will only be charged for the actual delivery. The invoice is sent via email. The invoice does not contain sensitive information, but it always shows who paid and who is the recipient of the order. When buying on credit, the payment relationship is transferred to Klarna, which means that only Klarna sends you invoices and receives payment from you. If a refund is required, e.g. when exercising the right of withdrawal or making a complaint, the refund will also be made exclusively through Klarna if payment has already been made. In order to offer Klarna’s payment methods, we may transfer your personal information in the form of contact and order details to Klarna in order for Klarna to assess whether you qualify for their payment methods and to tailor these payment methods to you. Your transferred personal data will be processed in accordance with Klarna’s own Data Protection Notice: https://cdn.klarna.com/1.0/shared/content/legal/terms/0/da_dk/privacy The payment agreement with Klarna lapses if you cancel your purchase within the cancellation period, cf. section 26 of the Consumer Contracts Act. You can also pay via EAN number. You do this by selecting EAN payment at checkout. When you click “Approve order” on the Checkout page, you also authorize an EAN invoice to be issued for the total order amount. In some cases, where applicable, payment can be made by regular invoice. Please note that paying by invoice means that you lose the right to object to the payment. When paying by invoice, your order will not be shipped until payment has been received. Security Payment is made via an encrypted payment window, which is your guarantee of a secure transfer. Worldline, which is an approved supplier of payment solutions in Denmark, provides the payment window used for purchases on Autismeshoppen.dk. NETS (Dankort) and Worldline (international cards) act as acquirers. In addition, you have the option to buy on credit via Klarna. We do not store your card data and have no access to it, either at the time of payment or later. This is because the payment window is not managed by us or integrated into the webshop. We can never charge more than the amount you agreed to when you placed your order. Legally, you are in a position where you can get your money back if:

• Item not delivered
• You are exercising your right of withdrawal – see the section below
• Money is withdrawn from your account without your prior consent

We use website-wide encryption and have various measures in place to prevent the most common types of hacker attacks. Therefore, your information is protected from third parties, both when you visit the website, without completing a purchase and when you purchase goods from us. Personal information that you provide in connection with a purchase is collected, processed and stored by DJW Autismeshoppen ApS and any external partners in accordance with applicable Danish law. We only store the information necessary to fulfill your order – including name, address, email and product data that relates to you. Such information will be treated confidentially and will not be disclosed to third parties unless there is a valid legal or other lawful or business reason to do so. Examples of a business reason for sharing your personal data are the manufacture of your specially ordered goods by a business partner, delivery of your goods via a carrier, legal registration of purchases for accounting purposes or resolution of a dispute. In such cases, we only disclose the information they need to perform their duties. If you choose to subscribe to the newsletter, we use your data (name, email and order history) to target our marketing campaigns. You always have the option to unsubscribe via the link at the bottom of our emails or by writing to admin@autismeshoppen.dk and asking to unsubscribe. In accordance with Danish law, the information collected in connection with purchases is stored by DJW Autismeshoppen ApS for five years, after which it is deleted. Personal data collected in other contexts is only stored for as long as it is relevant, e.g. as long as you are a subscriber. We also work with other companies that store and process data, typically partners in specific business areas with limited access to data. The companies only process data on our behalf and are not allowed to 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 data. The data controller of autismeshoppen.dk is DJW Autismeshoppen ApS. According to the Danish Personal Data Act, you can get full access to the information we have 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 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. This can be done by contacting admin@autismeshoppen.dk. Canceling an order After you have completed an order, you have the option to cancel it if we have not already processed it. You can do this either from within your profile if you have created an account with us, or by writing to kundeservice@autismeshoppen.dk. Once we have processed the order, you no longer have the option to cancel it. Instead, you can choose to cancel your purchase in accordance with applicable law. Please note that the turnaround time for orders varies, which is why we cannot set a deadline for canceling orders. Cancellation of purchases and returns You have a 14-day right of withdrawal according to 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: Damsgaard Jensen Web ApS Viengevej 3L 8240 Risskov We do not accept packages 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 use your 14-day right of withdrawal and make a new purchase.
You can also contact us if you need help making an exchange. Gifts Gifts, including Christmas gifts, enjoy extended return, exchange and . 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 goods by the buyer or 5 calendar days after the gift has been given (according to the stated date of 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 Denmark We do not accept packages 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 do not succeed in finding a solution, you can send a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg via The complaint portal for 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