Terms of Trade
GENERAL INFORMATION
Nordic Mylk ApS
Email: info@nordicmylk.dk
PRICES AND AVAILABILITY
In the event of a delay, backorder, or out-of-stock item, we will notify you as soon as reasonably possible. At that time, we will provide you with available options, which may include a full refund of the purchase price, replacement with a similar product of equal value, or another mutually agreed solution.
PAYMENT
Nordic Mylk accepts payment with VISA, VISA Electron, Mastercard, Mobilepay. Payment will be debited from your selected payment method when your order is placed. All amounts will be displayed in your local currency.
DELIVERY
Nordic Mylk aims to dispatch orders within 24 hours of purchase.
If there is no available space at the specified delivery location, the package will be redirected to the nearest collection point, and you will be notified accordingly.
Deliveries are normally made on weekdays only. Orders are typically delivered within approximately three (3) business days from the order date; however, delivery times may be extended during peak periods.
If you experience any issues with your delivery, please contact our customer service team.
RIGHT OF COMPLAINT
There is a 2-year warranty period according to the EU regulation. Our warranty applies to defects in material and/or manufacturing. You can have the item repaired, exchanged, your money refunded or the price reduced, depending on the specific situation.
The complaint does not apply to errors or damage caused by incorrect handling of the product/service. You must file a complaint within a “reasonable time” after you have discovered the defect/fault. If you file a complaint within two months of the defect being discovered, the complaint will always be timely.
If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be returned in proper packaging. Also remember to get a receipt for shipping so that we can refund your shipping costs. Contact us before you want to return your product, so that it will be as easy as possible.
When returning, making complaints and exercising the right of withdrawal, the goods must be sent to:
Return address will be provided by email.
Cash on delivery shipments is not possible.
REFUND
If it is a refund, please contact us so that the agreed amount can be transferred.
REFUND/RETURN/EXCHANGE DURING SALE
Products and orders cannot be refunded, returned or exchanged during periods of sale, special offer campaigns or special discounts.
RIGHT OF CANCELATION
As a consumer, you have the right to withdraw from your purchase within fourteen (14) days from the date you receive the goods.
To exercise your right of cancellation, you must notify us within this period. Notification can be made via our contact form or by e-mail.
You may not cancel your purchase by simply refusing delivery without informing us at the same time.
If you wish to cancel a purchase that included a free gift, the entire order, including the free gift, must be returned in order to receive a refund.
RETURN
Once you have notified us that you want to cancel your purchase, you have 14 days to send the item back to us.
You must pay for the return of the package yourself, and you are liable if any damage occurs during transport. This means that you bear the risk of the goods from the time of delivery until we have received them back.
When you return, you are responsible for ensuring that the item is properly packaged. To facilitate processing time, you are welcome to include a copy of the order confirmation in the package.
If you wish to return the item to us, we can help with a label and we will then credit the shipping cost with your refund of the purchase amount.
You cannot cancel by simply refusing to receive the goods without clearly notifying us of this.
CONDITION OF THE GOODS UPON RETURN
You are only liable for any deterioration in the value of the goods caused by handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In other words, you can try the goods, and then they should be in the same condition as when you received them.
If the item has extraordinary signs of wear or damage other than that described above, it is considered used. Which means that if you cancel the purchase, you will only receive a part or none of the purchase price back, depending on the commercial value of the item at the time of receipt – of the return.
Please note, that whenever an item is used and returned we will always charge a fee for cleaning and disinfection of the product so that it can be sold to a new customer.
REFUND
If you cancel your purchase, you will receive the amount you have paid to us back, deducted any shipping fee and cleaning/disinfection fee incurred by Nordic Mylk. In the event of a decrease in value for which you are liable, this will be deducted from the purchase amount. When exercising the right of withdrawal, all payments received from you, including delivery costs (except for additional costs resulting from your choice of a type of delivery other than the cheapest type of standard delivery that we offer), will be refunded without undue delay and no later than 14 days from the date on which we have received notification of your decision to exercise the right of withdrawal.
Refunds will be made using the same payment method you used for the original transaction. The refund will be processed once the product is received at our warehouse, inspected, cleaned and approved for refund.
COMPLAINT OPTIONS
A complaint about a product or service can be submitted to the Center for Complaints Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg.
You can complain to the Center for Complaints Resolution via the Complaints Portal for the House of Appeals.
Link: https://naevneneshus.dk/
In order to complain, the product or service you want to complain about must have cost at least DKK 1,110 and a maximum of DKK 100,000. There is a fee to have the complaint processed.
If you are a consumer residing in another EU country, you can file your complaint in the EU Commission's online complaint platform.
The platform can be found here: https://ec.europa.eu/consumers/odr/
If you file a complaint here, you must provide our email address: info@nordicmylk.dk
PERSONAL DATA POLICY
We need the following information when you shop with us: Name, address, phone number and email address.
We record and disclose the personal information that is necessary to deliver the goods to you.
The personal data is registered with Nordic Mylk and stored for five years, after which the information is deleted.
We also work with a number of other companies that store and process data. The companies only process information on our behalf and are not allowed to use it for their own purposes.
We only cooperate with data processors in the EU or in countries that can provide adequate protection for your information.
You have the right to be informed about what information we process about you.
If you believe that 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. This may, for example, be if your data is no longer necessary in relation to the purpose for which we were to use it. You can also contact us if you believe that your personal data is being processed in violation of the law. You can write to us at: info@nordicmylk.dk