Terms & Conditions
This website (www.robell.eu) is owned and operated by Godske Group A/S (CVR no. 13 23 80 06).
7451 Sunds, Denmark
Phone: +45 88 53 34 76
If there are parts of the terms that you do not understand, we recommend that you contact customer service before you start shopping on the website.
Our phone is open Monday – Friday from 09:00-12:00 (CET).
PLEASE READ THE TERMS AND CONDITIONS CAREFULLY BEFORE ORDERING ITEMS FROM www.robell.eu.
These terms and conditions apply when you order or buy items on the website. The terms of trade may be updated from time to time (for example to reflect changes in technology, our business model, our system capacity or in relevant laws and regulations), and therefore we ask you to accept the terms every time you trade with us. Any reference to "you" or "your" means you as a user of the Website and any reference to "we", "us" or "our" means www.robell.eu.
If you do not accept the Terms, you may not order or purchase items on the Website.
You have the right to withdraw from this agreement without justification within 14 days after the day on which you or a third party specified by you, but not the carrier, receives the goods in physical possession. Read more under "Right of withdrawal".
The Purchase Act's defect rules apply to your purchase, which means that you have certain statutory guarantees for the product's contractuality. Read more under "Defective goods and wrong goods".
1. Order placement
The webshop is open 24 hours a day but may be closed due to maintenance. We try as much as possible to perform such maintenance during the night hours.
You must be at least 18 years old to purchase items on www.robell.eu as well as possess a valid credit card accepted by us. If you are under 18 years of age, you must have a legal basis to enter into an agreement with us.
Placing an order on our website is not a legally binding agreement. We therefore reserve the right to cancel your order due to printing errors, technical issues, delivery failure and similar situations.
Orders can only be placed via our website and not per email or phone.
When you have placed an order on our website our system will automatically send an order confirmation to you email address which states which product(s) you have ordered.
We accept the following payment methods: Dankort, Visa, Visa Electron, Mastercard, American Express and Bank Transfer. Furthermore, you can pay through PayPal and Klarna, where in these cases you enter into a payment agreement directly with PayPal and Klarna, and not with Robell.
When placing an order and you have accepted the payment, the money will be reserved on your account. Note that the money won’t be withdrawn from your account until you have received a confirmation that the order has been dispatched.
- Measures against fraud
In order to protect you and our other customers from fraud and maintain a high level of security for online purchases, we can carry out verification checks. The verification check may include the data that you send when you order on the website, including your address and payment information.
All listed prices for goods, delivery costs and other costs are inclusive of taxes, VAT and duties.
On www.robell.eu you can pay with the following currency:
Expected delivery time is 1-3 working days from the day of the order placement.
All orders are delivered by DHL to your private address. Unfortunately, it is not possible to choose delivery to a parcel shop.
On orders below 69.95 EUR we charge a 5.95 EUR shipping fee. Free shipping on all orders above 69.95 EUR.
We ship to the following countries:
Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Spain, Sweden and Switzerland.
When your order has been shipped you receive and email with a Track & Trace link wherein you can follow your package’s journey.
4.1 Separate deliveries
If your order consists of more than one product, we reserve the right to ship then separately.
Separate deliveries can be necessary if certain products are delayed or if they because of a technical mistake are not in stock at the time of order placement. You will be informed if your order is subject to separate deliveries. You will not be charged additional delivery costs for separate deliveries.
5. Right of withdrawal
You have the right to regret your order without giving any reason within 30 days after delivery.
Your right of cancellation expires 30 days after the day on which:
- You or a thirds party other than the carrier and indicated by you acquires physical possession of the goods.
- It was delivered to a carrier pick-up point selected by you at the time of ordering.
- You or a thirds party other than the carrier and indicated by you acquires physical possession of the last good, in case of separate deliveries.
- The last piece(s) was delivered to a carrier pick-up point selected by you at the time of ordering.
To exercise the right of withdrawal you must return the goods to a carrier no later than 30 days after you received the goods. Remember to get a receipt as proof that you have returned the package.
If you wish to return your order (or parts of your order) you must do this within 30 days after receiving it.
In case of a return, you must follow the steps below:
- Fill out the return blanket and put it in the return package together with the item(s) you wish to return.
- Close the return package and place the enclosed return label on the outside of the package.
If you are using the original shipping box, make sure the old shipping label is covered or removed.
- Hand in the package to a DHL parcel shop. Remember to get a receipt as proof that you have returned the package.
Note: The item(s) must be returned unused, with hangtags and in the same condition it/they were when you received it/them.
We charge no costs when you return an order as long as you use the attached return label. If you choose to return your order by a different delivery method than the one we offer, we will not cover the costs.
When we have received and processed your return, you will receive a confirmation email.
We will process your return package as soon as possible after receiving it. Please note, that it can take up to 14 working days from the time you return the order until the money is refunded to your account.
Once we have processed your return, it typically takes a few days before the money is back in your account.
The refund is always processed through the same payment method you used when placing your order.
When you shop at www.robell.eu, you have a 24-month right of complaint if you find any defects in your product. This means that you can get the item repaired, exchanged, get a refund, or a partly refund (reduced price) depending on the specific situation.
It is a requirement that the complaint is justified and that the defect has not arisen as a result of normal wear and tear, incorrect use of the products or other damage-causing behaviour.
6.1 How to report a claim
If your wish to make a claim about an item, please send us an email to our customer service: firstname.lastname@example.org where you describe the defect and attach some pictures of it.
Please also inform your order number in the email.
You are not responsible for any costs connected to the return of a defect or wrong product.
7.1 Website update
We do our best to update the website and ensure that prices, offers, descriptions and other information about the goods are correct. Spelling errors, errors in prices, offers, descriptions and other information about the items can occur, however, and sometimes we find that the price of an item is stated incorrectly.
7.2 Force Majeure
We are not liable for delays or non-compliance with our obligations under the Terms if the delay or non-fulfillment is due to events beyond our reasonable control.
7.3 Completeness of the agreement
These Terms constitute the complete terms of the agreement between us.
Should one or more of the provisions of the Conditions be declared completely or partially invalid, the other provisions will continue to apply.
We are entitled to transfer our rights and obligations under the agreement entered into with you, to third parties. The transfer is of course provided that the standard of the service you receive is not impaired. We will notify you of any transfer. By accepting these terms, you agree to such possible future transfer. At the same time, you accept that from the time we have notified you of the transfer, your rights can only be asserted against the third party in question.
7.6 Personal information
7.7 Right of appeal
You are of course always welcome to contact our Customer Service if you have complaints about an item that you have purchased from us. Our Customer Service can be contacted both by phone and by email. You can find the contact information on our Customer Service under ‘General information’ above.
You can also submit a complaint about an item that you have purchased from us to the Center for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can complain to the Center for Complaint Resolution via the Complaints Portal for the House of Boards.
You can also use the European Commission’s online complaints portal when submitting a complaint. This is especially relevant if you are a consumer residing in another EU country. You can lodge the complaint at the following link: http://ec.europa.eu/odr.
When submitting a complaint, please provide our email address (email@example.com).
7.8 Choice of law and venue
Any agreement entered into between us using these Terms is subject to Danish law. Any dispute that may arise in connection with our agreement, including the existence or validity of the agreement, must be brought before a competent court in Denmark.