Follow us on our sustainable journey. Enter your email.
These terms and conditions apply to the purchase of goods on undineenergy.com.
The webshop is owned by:
Kirkerupvej 39, DK-4000 Roskilde
+45 7020 7740
When you place your order via our website, our system will automatically send you an order confirmation to your email. Once you have received an order confirmation, a binding agreement has been concluded. When we dispatch the item from our warehouse, you will receive an email from us with further information about the expected delivery time and date
After order-placement we will send you an email with the account number where the order should be paid.
We only offer delivery to addresses in Denmark
Our delivery time is provided on request or after your order is received. Longer delivery times may apply for specific product groups. You can see the estimated delivery time under the item in question on our website.
We offer delivery or collection from us
You can get more information about delivery or pick-up by contacting us
You have a 14-day right of withdrawal when you shop online with us.
If you have purchased several items, you can choose to cancel only part of the delivery.
The withdrawal period expires upon delivery.
If you have ordered several items from us and the items are not delivered at the same time, your withdrawal period starts from the receipt of the last item in the order.
If the withdrawal period expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year’s Day, the period shall be extended to the following working day.
Exceptions to the right of withdrawal
Not all items can be returned. The following categories of goods are not covered by the right of withdrawal:
In addition, you lose your right of withdrawal if:
What do I do if I want to withdraw?
If you wish to withdraw from your purchase, you must notify us before the withdrawal period expires that you wish to withdraw from your purchase. You can notify us by either sending an email to email@example.com
In your message, you must clearly tell us that you want to use your right of withdrawal and whether you want to return all or part of your purchase.
Return of goods and payment of return costs
Once you have notified us that you wish to cancel your purchase, you must send or deliver the goods to Undine A/S, Kirkerupvej 39, DK-4000 Roskilde.
The return of the goods must be made without any unreasonable delay and no later than 14 days after you have notified us that you wish to return the goods.
You must pay the cost of your return.
The goods cannot typically be returned by regular mail. The expected return costs for such goods usually amount to a maximum of DKK 1000.
Refund of the purchase price in case of cancellation
If you cancel your entire purchase, we will refund the full purchase price to you, including any delivery costs. However, this does not apply in the following cases:
· If you wish to return only parts of your order, we will not refund any delivery costs.
· If you have chosen a delivery method that is more expensive than the cheapest delivery method we offer, you will not be reimbursed for the extra cost.
We will refund the purchase price without any unnecessary delay and in any case within 14 days from the date on which we received notification of your decision to withdraw from the contract. The refund will be made using the same payment method you used for the original transaction, unless you have explicitly agreed to a different form of refund. Refunds are always free of charge for you.
However, we reserve the right to retain the purchase price until we have received the goods back or until you have provided proof that the goods have been sent or delivered back to us.
Packaging and condition of goods on return
When you return an item to us, you must return it in its original packaging. You have the right to open the packaging to check the goods, but if the packaging is missing or damaged, there is a loss in value which may result in us deducting an amount from the purchase price equal to the loss in value before refunding the purchase price.
As regards the goods themselves, you are only liable for any deterioration in the value of the product if you have used the product in a way that goes beyond what is necessary to check the condition or characteristics of the goods.
It is your responsibility to ensure that the item is properly packed when you return it. You bear the risk for the goods until we have received them.
As a customer, you have a 2-year warranty according to the Purchase Act, if the product has a defect. This means that, as a general rule, you have the right to have the item repaired or exchanged. If the repair cannot be made within a reasonable time, you may instead be entitled to a reduction in the price or a refund of the purchase price.
How do I use my right to complaint?
If you wish to complain about a defect, please send an email to our customer service firstname.lastname@example.org within a reasonable time. We recommend that you complain to us as soon as possible after you have discovered the defect. If you complain within two months of discovering the defect, the complaint will always be in time.
Please send us a picture of the product together with the description of the fault.
If your complaint is accepted, we will inform you about the return procedure.
When returning the item, please ensure that it is properly packaged and that you receive a receipt so that we can reimburse your reasonable shipping costs.
If you wish to complain about a purchase from our webshop, please send an email to our customer service email@example.com.