Terms and conditions
www.robens.de is owned by:
Oase Outdoors ApS
CVR no. 51592018
Tel.: +45 70 22 85 00
Fax: +45 70 22 85 05
Robens Customer Service
Tel.: +45 69152018
When you order products on www.robens.de, you will receive a receipt for your purchase, and if the products are in stock, they will be dispatched within 1-3 weekdays. If, contrary to expectations, the products are not in stock, we will notify you by email. Our products are sold subject to availability on the website.
You must be 18 years of age to shop at www.robens.de. If you are under 18 years of age, you must have consent from your parents. An agreement may always be cancelled by a parent if it has been entered into by a child or young person under 18 years of age.
Our products are sold subject to price changes as well as changes in fees and/or other costs specified on the website, and we reserve the right to cancel all orders placed on the basis of erroneous prices.
We accept payment with Visa, MasterCard and Paypal.
The amount will not be debited until the product is dispatched. If you have ordered several products and one of the items is on back order, we will only debit your card for this product once it is dispatched.
Your payment card details will be sent encrypted using the so-called SSL (Secure Socket Layer) protocol. This means that unauthorised persons cannot read your card number or other details during the transaction with PBS. In other words, you can feel completely secure when shopping online on www.robens.de.
Prices are stated in GBP, including local VAT. A freight charge will be added to the price.
We use DHL and GLS as our freight partners. Freight charges are shown below. There is no freight charge for purchases above 70 €.
See below for further details on freight charges:
Freight-paid limit: 70 €.
Freight charges below freight-paid limit: 6.5 €.
Return freight, small packages (below 30 kg): 6.5 €.
Return freight, large packages (above 30 kg): 15 €.
Return freight, complaint/return: No charge
All packages are dispatched from our main warehouse in Denmark, and the delivery time is normally 3-5 weekdays.
We assume liability for products that are damaged or lost before you have taken physical possession of them.
If you return one or more products to us, you as the customer are responsible for the goods in transit. It is very important that you pack the products properly to avoid damage to the products or the original packaging. Never use the original packaging as outer packaging, as it may be damaged.
Right of cancellation/right of return:
You have the right to cancel your purchase within 14 days without giving any reason. If you have purchased several items in one order, you can choose to cancel the purchase of some or all of these products. The cooling-off period expires 14 days after the day on which you or another person designated by you (however, not the carrier) has taken physical possession of the item(s). If you have ordered several items in one order and we are unable to dispatch all the goods at the same time, the cooling-off period will commence from when you or another person designated by you (however, not the carrier) takes physical possession of the last item. If the cooling-off period expires on a public holiday, Saturday, 5 June (Constitution Day), 24 December or 31 December, the deadline will be extended to the following weekday.
The right of cancellation only applies to private consumers who make purchases via www.robens.de.
If you have regretted your purchase and wish to return your product, please use our returns form on www.robens.de/en-gb/return. To return products using the returns form, you need to log in with your order number and email address.
After you register your return consignment, you will be redirected to DHL’s website and given further instructions. You must then hand in your parcel for dispatch at your nearest post office. The product(s) cannot be returned COD or without postal delivery.
We will credit your account once we have received and registered your return parcel.
The purchase price of the received and approved return parcel will be refunded within 14 days.
Please note that we charge a fee for return parcel freight (see the list of freight charges above). We will refund all payments received from you, including any delivery costs. However, this does not apply if you have purchased several items in one order and only cancel part of your purchase. In this case, we do not refund delivery costs.
Testing of delivered products:
If you return an item, you will only be liable for any deterioration in the value of the product caused by other handling of the product than what is necessary to establish the nature, properties and mode of operation of the product in question.
You must normally examine the product in the same way as if you had bought it in a shop, but you must not take it into use. If you have used the product in a way that is not allowed in a shop and we cannot resell it or cannot charge the full price for it on resale, you must expect that we will deduct the decrease in value from the amount refundable to you. If the product no longer has a commercial value, we will not refund the purchase price.
You should also make sure that the product is properly packed when you return it. The original product packaging must not be used as outer packaging. You bear the risk for the parcel/product(s) until our receipt thereof. You should therefore keep the post office receipt as well as any track and trace number.
If you purchase a product and it has a defect, for example faulty materials or a defect in manufacture, the rules of the Danish Sale of Goods Act (Købeloven) apply. You can complain about product defects within 24 months from the delivery date by contacting us via our Customer Service Department at email@example.com. Please state your order number when contacting us. If you can take a photo of the product, this may expedite the handling. Remember to enclose a copy of your receipt. You must notify us of the defect within a reasonable period of time and no later than two months after you have discovered the defect.
If the complaint is justified, and the defect cannot be remedied without returning the product, we will send you a return label by email so you can easily return the product to us.
Remember that the product must always be sent in proper packaging and that a post office receipt is required. Please keep the post office receipt, including information about freight charges as well as any track and trace number.
When we have received the product, and if the complaint is approved, the product will be replaced with another product, or repaired, or the purchase price will be refunded to your account. We always reserve the right to remedy the defect.
Liability and force majeure:
We regard ourselves as released from our obligations under this Agreement in the event of circumstances attributable to changed legislation, public authority measures, labour market disputes, fire, flooding, war, acts of terrorism, sabotage, large-scale accidents or similar events, unless otherwise provided by mandatory rules of Danish law.
Our liability is, in any case, limited to documented direct loss, and we cannot in any circumstance be held liable for any indirect loss.
The EU Commission’s online dispute resolution portal must be used when submitting a complaint. This is particularly relevant for consumers resident in an EU member state other than Denmark.
Complaints are submitted here: http://ec.europa.eu/odr. When submitting a complaint, you must state our email address firstname.lastname@example.org
We use data about you as a customer to process orders and improve our services. The data about you that we use includes the following:
When placing an order, you need to provide your name, address, telephone number and email address. This information is used to deliver your order and send the order confirmation and delivery status. If you choose to receive our newsletter, your email address will be used to offer you special benefits. Your email address will also be used for direct marketing purposes and to send you other news and information about our products if you have consented to this.
Personal data registered on www.robens.de may be disclosed to the carrier in connection with the dispatch of your products (including name, address and telephone number). All information is transmitted in encrypted form.
As a registered data subject, you are always entitled to have access to the data we have registered about you, and you may lodge a complaint about registration of data in accordance with the rules of the Danish Act on Processing of Personal Data (Persondataloven).
Your personal data is processed in compliance with the rules on processing of personal data in force at any given time.
We keep your data for the period that is necessary and permitted by the legislation, and we will delete your data as soon as it is no longer necessary.
Attempts at fraud, for example using false or stolen card details, will be reported to the police. We log IP addresses in connection with payment transactions to enable us to use them when reporting any fraud to the police.
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These Terms and Conditions were updated most recently on 15 December 2018