Prices Do the prices include VAT? Do you sell products without VAT outside the European Union? Responsibility Ordering I am uncertain about my order? Delivery How long does it take to deliver an order containing multiple products? What is the actual transfer time for deliveries? How much does it cost to send the product? How are the products sent? What happened to my order? Payment Which means of payment are accepted? Why can't I pay via bank transfer? When do you withdraw the payment from my account? Payment partner I'm entitled to deduct VAT. How does the Webshop handle this? Security Is internet shopping secure? Internet shopping: 4 good tips! Which personal data are required and stored in our system? Who has access to my personal data? Returns When do I get my money back, in case of a refund? What does "essentially the same condition and quantity" mean? What should I do if my product is damaged? Cancellations Can I cancel my order? How do I cancel my order? Complaints What rules apply to complaints? How do I file a complaint? Prices Do the prices include VAT? The prices on the Kleemann eShop are stated your primary international currency, and displayed both with and without Danish VAT (25%). Do you sell products without VAT outside the European Union? Yes. We invoice customers residing outside the EU (e.g. Norway, USA etc.) and companies within the EU (requires a business account) without adding Danish VAT. For VAT-free orders, you, as the customer, are personally responsible for any customs clearance in the country where you reside. Responsibility We are not responsible for misprints, and prices are subject to change without notice. Ordering I am uncertain about my order? If this is the first time you are buying something from the Kleemann eShop and you are unsure of whether your order went through, or whether you have filled it in correctly in terms of what you wish to order, please do as follows: When placing the order, indicate in the your order's note field that you wish to receive confirmation of your order by telephone. Delivery How long does it take to deliver an order containing multiple products? The expected time of delivery is indicated next to each product. If you order products with different delivery times on the same order, all products in the order will be shipped together, i.e. when the last product is in stock. What is the actual transfer time for deliveries? You will usually receive the goods 2-3 days (Scandinavia and USA) respectively 3-6 days (other countries) after they have been dispatched from us. How much does it cost to send the product? The delivery fees can be viewed before completing each order. How are the products sent? All consignments are packed soundly and discretely and dispatched using either Post Danmark (DK only), DSV, IRS or DHL. What happened to my order? Did you receive a confirmation of your order by e-mail within one hour? If not, your order probably didn't go through. Payment Which means of payment are accepted? At the Kleemann eShop, you can pay with the following credit cards:  - Dankort/eDankort/American Express Card (domestic/DK costumers only)   - MasterCard/Maestro/VISA/VISA Electron/JCB (international costumers) PLEASE NOTE THAT WE DO NOT ADD CREDIT CARD PAYMENT FEES TO YOUR BILL. Why can't I pay via bank transfer? The option of paying via bank transfer is not available to our eShop costumers. If you represent a company, you may apply to set up a business account. To do so, send an e-mail to the Sales Department or by ordinary mail to our postal address. When do you withdraw the payment from my account? According to Danish law, Kleemann will withdraw payment for the invoiced amount on the same day as the order is dispatched from our warehouse. Payment partner: Kleemann's payment partner is PBS, and information about data such as card number and account number are not freely accessible on the internet when you do business with us. Actually, we do not have access to your payment information at any time - and that's how it should be, too. In real life, this means that if a customer places an incorrect order, which sometimes happens, this can be cancelled (the payment will also be cancelled) and can be replaced by a new order. I'm entitled to deduct VAT. How does the eShop handle this? You are entitled to make VAT-free purchases if you reside in a country outside the EU (e.g. Norway, USA etc.) or if you are ordering for a company within the EU (requires a business account). In either case, the eShop automatically deducts the VAT amount before dispatching the order and withdrawing the amount on your card. Security Is internet shopping secure? According to PBS and Danish banks, payment on the internet is secure. The security currently used for payments via the Internet has made Kleemann's eShop concept possible, and we recommend our customers to shop on the Internet, as it is at least just as secure as if the customers had used their credit card in a "physical" shop. This high level of security is achieved by carrying out the payments using the SSL protocol. Internet shopping: 4 good tips!   1. Do not buy products from companies on the Internet if it is not clearly apparent who is behind them (name, address, bank, VAT no.)   2. Is it clearly stated whether the carriage cost for your products is included in the price?   3. Be completely certain that the payment is transacted through a credible payment partner (e.g. PBS).   4. Never state your card number and/or your card verification code when placing your order by telephone, e-mail or fax. If you do, you are giving sensitive information to a third party. Which personal data are required and stored in our system? When shopping at the Kleemann eShop you must state your personal data such as name, address, phone number, e-mail address, etc., in connection with placing your order. Who has access to my personal data? Kleemann has access to your personal data (but not your card information) and stores them on a protected server, and Kleemann will never pass this information on or in any other way disclose it to any third party without your express permission, so your personal data are secure at Kleemann. Returns When do I get my money back, in case of a refund? If you are entitled to receive a refund, the amount will be deposited on your account 10 business days after receiving your account details. What does "essentially the same condition and quantity" mean? It means that if you wish to return a product to us, it must be unopened and in the same condition as when you received it.This means that you cannot cancel your purchase, if you have started using the product, for instance, or have broken the seal on the box. What should I do if my product is damaged? If you discovered that your products have been damaged during transport or are defective because of a manufacturing error, you are kindly requested to return them to Kleemann in the original packaging. Return shipping is your own responsibility and will not be paid by Kleemann. Cancellations Can I cancel my order? Yes. You may cancel your order at any time or return the products ordered within 14 days in accordance with the provisions of the Danish Sale of Goods Act. How do I cancel my order? If you wish to cancel your purchase, Kleemann must be notified of this no less than 14 days after the day you have received your products. You are under an obligation to return the product in essentially the same condition and quantity as it was received, and you must pay all costs connected with returning the product to Kleemann's address. Complaints What rules apply to complaints? Kleemann generally provides a 12 months right of complaint on all products purchased at the Kleemann eShop. For domestic costumers (Denmark), a 24 month right of complaint is provided (according to Danish law on retail purchases). For products with limited durability, the right of complaint is limited to the durability period of the product in question. How do I file a complaint. Any faults or deficiencies in products delivered by Kleemann must be cited within a reasonable period of time after the fault has been discovered. It is your duty to indicate and, on demand, to show how the fault or deficiency manifests itself. If you discover a fault, you must contact Kleemann as soon as possible. If you wish to file a complaint regarding a product you have received from Kleemann, please do so by sending an e-mail to the eShop Support Department or by ordinary mail to our postal address.