Terms of Business 

Terms of contract for trade at www.heartmade.dk

The purpose of this document is to provide information about your rights and obligations when you shop at www.heartmade.dk, which is owned and run by PBO Group ApS company registration no. 18072998, Brunbjergvej 5, 8240 Risskov, Denmark  (hereinafter “PBO Group”).

We recommend that you carefully read the document before you make a purchase. Special attention should be paid to provisions with italicized text. 

1. When you place an order

When you have placed a product order through our home page, our system will automatically send you an email that states which products you have ordered.

Please note that the automatic reply (via email) is not a legally binding order confirmation that confirms that the agreement has been entered into. It is only an electronic acknowledgement of the receipt of your order. PBO Group retains the option to cancel the order due to typographical errors, technical problems, delivery failures and similar situations.

The binding order confirmation will be sent to you as soon as the order has been successfully processed.

2. Order Cancellation

Orders that have not yet been shipped by PBO Group may be cancelled without costs by contacting our web support using the following email-address: shop@heartmade.dk.

If the products have already been shipped by PBO Group, you may still withdraw from the purchase contact in accordance with the terms set out below in section 6.

3. Prices

All of the prices listed are in DKK and include all taxes where applicable. The prices do not include delivery which is stated separately before the purchase is concluded. 

PBO Group reserves the right to alter prices to reflect tax changes, errors, typographical errors, etc.

4. Payment

The ordered goods can be paid for online using Dankort, MasterCard, Maestro, Visa, Visa Electron, JCB and American Express. This information is transmitted in encrypted form between you and PBO Group. However, personal information (name, address, etc.) is not encrypted.

5. Shipping and delivery

PBO Group aims to ship all products within two to five weekdays after receiving an order. As a rule, multiple products are sent together. If PBO Group is not able to send your products to you within the stated period of time, we will inform you about this by email.

You only pay for delivery once, regardless of the number of products included by your purchase.

The price for delivery domestically is 50 DKK.  However, the price for delivery abroad varies from 75 DKK to 450 DKK.

If the products cannot be delivered to the address indicated by you, PBO Group will instead have the products delivered to a nearby drop-center (if one is available locally). You will be informed via a message in your mailbox. You may also authorize GLS or a different carrier to leave the product in a different location for later pick-up by you. 

6. Right of withdrawal

If the place of delivery is within the EU/EEC, you are entitled to withdraw from your purchase order within 14 days counting from the day when the products were delivered to you. You may exercise your right of withdrawal without stating any reasons by sending us a notification by mail or email. You may choose to use the model withdrawal form found at the bottom of this document, but that is not a requirement.

Please note that you may not exercise your right of withdrawal by refusing to receive the product or by not collecting your product from the carrier.  

Please send or deliver the package to the following address:

Julie Fagerholt Heartmade
Pilestræde 6
1112 Copenhagen K

Email: shop@heartmade.dk 

To avoid delays and errors, we ask that you include the order number in the notification.  

NOTICE: The right of withdrawal does not apply to (i) products made/personalized to your specifications, and (ii) products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by you after delivery, e.g. underwear and socks. 

You must send back the product to the same address without undue delay and in any event no later than 14 days counting from the day on which you communicated your decision to withdraw from the purchase agreement. We may ask for documentation showing that the product(s) have been shipped before the expiry of the deadline.

When shipping the product it must be properly packaged. You are responsible for any damages incurred during the transportation of the product. Please note that you shall bear the cost of returning the product unless the product was mistakenly delivered to you or if the product was already damaged when it was delivered to you. It is not possible to determine the cost for returning the product in advance as this depends on the weight of the package and choice of transportation etc. However, it is likely that it will cost the same as what you paid us to have it delivered or more (provided that delivery has not been free of charge). 

Returned products should be in good and undamaged condition. You are liable for any loss of value of the product resulting from the handling of the product beyond what is necessary to establish the nature, characteristics and functioning of the product.  We will determine the loss of value of returned products based on the following guidelines: 

  • No signs of use of the product and the packaging is intact: 100 % refund.
  • Minor signs of use of the product and/or of the original packaging: approx. 50 % refund.
  • Visible signs of use of the product and/or missing or damaged original packaging: approx. 25 % refund.
  • Clear signs of damage done to the product, e.g. visible tears and non-washable stains: 0 % refund.

All payments will be reimbursed without undue delay and in any event no later than 14 days from the day on which you have notified us on your decision to withdraw from your purchase. However, we reserve the right to withhold payments until we have received the product for inspection or until you have proven that the product is returned, whichever comes first.

If you withdraw from your purchase order in accordance with these conditions we will refund the purchase price together with the original delivery costs (not including extra delivery costs which are the result of your choice of a delivery option which is more expensive than standard delivery). However, any diminished value will be deducted. Unless you have stated otherwise we will reimburse you by using the same means of payment which you used for the initial transaction.

NOTICE: The right to demand reimbursement does not include fees on the use of credit cards or other payment instruments imposed on us by third parties.

If you wish to know more about your right to withdrawal, we recommend that you visit the official website of the Danish Competition and Consumer Authority: http://en.kfst.dk/Consumer.

7. Defects and Complaints

In addition to the right of withdrawal, you have a statutory guarantee of conformity of goods, e.g. in case of defects or delays.

If you wish to exercise your statutory rights, or if you wish to file a complaint regarding your purchase, please send an email to shop@heartmade.dk.

You may also submit a complaint to the Danish Consumer Complaint Board using the following link: http://www.forbrug.dk/Klagemuligheder/Forbrugerklagenaevnet/Klag-til-Forbrugerklagenaevnet. If you are domiciled outside Denmark, you can find your national consumer complaints board here: http://ec.europa.eu/consumers/ecc/contact_en.htm#map

8. Reservations and exemption from liability

PBO Group makes reservations for any tax changes, price errors, typographical errors, technical errors, sold-out products and force majeure, including labour conflicts and defects in or delays in deliveries from sub-suppliers.

10. Choice of law

These terms and conditions and any purchase agreement between you and PBO Group is governed by Danish law, except for rules on choice of law and CISG.

If the place of delivery is outside the EU/EEC, Danish rules regarding rights of withdrawal does not apply.