Terms & Conditions

Your order
You buy our products by clicking "Add to shopping cart" in our webshop and confirming your order. You can pay by Visa Card or Mastercard.

We will send you an order confirmation and information on the time of dispatch by email. Your payment card will not be debited until we have dispatched the products you have ordered.



We deliver our products to all the Nordic countries and the EU. Any specific wishes or comments in relation to your order may be written in the comments field of your shopping cart. This also applies to parcels.

Prices
All prices are in Danish kroner (DKK) and include direct and indirect taxes such as VAT.

International shipping
Shipping is based on the current prices of our distributors, including GLS and PostNord. When you have completed your order, you can choose the shipping method.

International shipping prices:

Country

Currency

Shipping Rate in currency

Sweden

DKK

95,-

Norway, Faroe Islands, Greenland, Iceland

DKK

345,-

Other European countries

DKK

145,-


Terms of delivery
PetLux uses a number of distributors which deliver the ordered products quickly and with due care relative to the choice of shipping.

Orders made on business days are dispatched when received. Orders made at weekends or on bank holidays are dispatched on the next business day. Your products are carefully wrapped in authorised packaging of good quality.

PetLux generally dispatches to the above countries only or subject to special agreement following direct contact prior to ordering. Time of delivery is 5-14 business days.

Cancellation right
PetLux offers a cancellation right of 30 days in respect of all products bought at petlux.dk.

If the product consists of a number of consignments or parts, the cancellation right will expire two weeks after you have received the last consignment or the last part.

If you want to exercise your cancellation right, you must contact us within two weeks of your receipt of the product in order that we can agree on return shipping. Please write to mail@petlux.dk, call +45 7171 6571 or use our standard cancellation form.

You cannot cancel your purchase solely by refusing to receive the product without clearly notifying us about it.

Return shipping
You must return the products to us without undue delay, and not later than two weeks after you have notified us that you want to cancel your purchase. You must pay all direct return shipping costs. You have the risk from the time of delivery of the products.

All products may generally be returned using ordinary mail. Return shipping costs are expected to be max DKK 50-500.

Products with no cancellation right
There is no cancellation right in respect of the following types of product:

  1. Food, beverages or other products for the current consumption of the household which are delivered physically to the consumer's home, residence or workplace by a trader which runs fixed routes often and regularly,
  2. Goods which may be assumed to deteriorate or become obsolete quickly, and
  3. Sealed products which are not suitable for return for reasons of health protection and hygiene and the sealing of which has been removed, damaged or destroyed after delivery.

      Product condition upon return
      You are only liable for any reduction in the value of the products which is not due to the necessary handling to determine the type and properties of the products as well as how they work. In other words, you may try the products in the same way as in a physical shop, but you must not use them.

      If you have tried the products to a greater extent than stated above, we will consider them used, which means that if you want to cancel the purchase, we will return only part or none of the purchase price, depending on the commercial value of the products.

      Refund of purchase price
      If you cancel your purchase, we will refund the amount paid to us. Any reduction in the commercial value for which you are liable will be deducted from the purchase price.

      If you exercise your cancellation right, we will refund all payments received from you, including shipping costs (except for additional costs due to your own choice of shipping which differs from our cheapest standard type of shipping), without undue delay and under any circumstances not later than two weeks from the date we were notified of your decision to cancel your purchase. We will refund your payment using the same means of payment as you used for the initial transaction, unless you have explicitly agreed otherwise.
      We may withhold the refund until we have received the products, unless you can prove that you have returned them.

      If you cancel the purchase, you must send the products back to us at the following address:
      PetLux
      Kildegaardsvej 16B, Kld, Th.
      2900 Hellerup
      Denmark

      You can also cancel the purchase by explicitly notifying us and personally delivering the products at the above address subject to previous agreement. We do not accept parcels sent cash on delivery.

      Damaged or faulty products
      The provisions of the Danish Sale of Goods Act relating to faulty goods may apply to purchases of goods.

      If you buy a product from us as a consumer, you have a right to a full or partial refund, repair or replacement for a period of 24 months depending on the specific situation. It must be a legitimate complaint, and the damage or fault must not have arisen as a consequence of any misuse of the product or other conduct leading to damage. It should be noted that your right to a full or partial refund, repair or replacement is limited by the natural life of the product.

      You must give notice within "a reasonable time" after your discovery of the damage or fault. If you give notice within two months of having discovered the damage or fault, your notice of fault will be punctual.

      If your complaint is legitimate, we will refund your (reasonable) shipping costs. The product must always be returned in a safe wrapping, and you must get a receipt for the shipping costs in order that we can refund them.

      If you discover any fault with a product purchased from PetLux, please contact us immediately at mail@petlux.dk in order to make an agreement for the return of the product. However, it is a condition that you have not misused the product.

      Damaged or faulty products must be sent to the following address:
      PetLux
      Kildegaardsvej 16B, Kld, Th.
      2900 Hellerup
      Denmark

      Please give as detailed a description of the problem as possible when you return the product.

      We do not accept parcels sent cash on delivery.

      Online payment security
      All payments are processed via encrypted connections, and we do not store your payment card information. All transactions comply with the PCI standard, which is your assurance of secure card payments to our webshop.
      All information on our payment page is secured by SSL technology.

      Why is SSL important to you?

      SSL (Secure Sockets Layer) is the standard security technology for setting up an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browser remains private and integral. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers.

      Personal data policy
      PetLux registers and stores data concerning your order such as name, address, telephone number and email address. Data is treated confidentially and is not disclosed to third parties.

      We register your personal information in order to be able to deliver the products to you.

      Personal information is registered by PetLux ApS and is stored for five years before being deleted.

      The systems manager for www.petlux.dk is Frederik Hvorslev, Partner, PetLux ApS.

      When you have been registered by PetLux ApS, you have the right to inspect the personal data we hold. You also have the right to object to the registration. You have these rights under the Danish Data Protection Act, and any queries in this respect should be addressed to: frederik@petlux.dk.

      Complaints
      If you want to complain about your purchase, please contact our customer service team at mail@petlux.dk , who will be happy to assist you. If we fail to find a solution, you may file a complaint with the legal authority in charge of the specific product area if the relevant conditions are met:

      Center for Klageløsning i Konkurrence- og Forbrugerstyrelsen
      Carl Jacobsens Vej 35
      2500 Valby, Denmark

      You may complain to the Danish Centre for Complaints Resolution (Center for Klageløsning i Konkurrence- og Forbrugerstyrelsen) via www.forbrug.dk.

      If you are a consumer residing in an EU country other than Denmark, you may file your complaint using the European Commission's official website for online dispute resolution at http://ec.europa.eu/odr.

      Liability
      We do not accept liability for price changes, typographical errors or omissions, or sold out goods.

      Contact
      Petlux ApS
      Kildegaardsvej 16B, Kld, Th.
      2900 Hellerup
      Denmark
      CVR/VAT no: 36956887
      Email: mail@petlux.dk
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