General terms and conditions for Pay and Collect

1. General purchase information

The “Pay & Collect” terms and conditions apply between you as the consumer, and Biltema Danmark A/S, cvr.nr 25 28 98 46 when you purchase products online at www.biltema.dk and collect them at the selected Biltema store.

Biltema reserves the right to make price changes and cannot be held liable for errors in texts and images. This applies to information at www.biltema.dk, in catalogues, and in our advertisements and marketing materials. Biltema reserves the right to correct such errors, change or update the information at www.biltema.dk and make product changes and improvements at any time.

2. Ordering and purchasing products

When ordering goods on Biltema.dk, you enter into a purchase agreement when you choose to confirm your order at Biltema.dk. Biltema will send a confirmation of your purchase via SMS or e-mail with the contact details you have given when ordering. Ordered goods remain Biltema’s property until fully paid.

2.1 Changing an order

If you discover a discrepancy in your order, it is important that you contact the selected Biltema store immediately to have your order cancelled. Please note that we are unable to add items to your order. We can remove items from your order if your inquiry is made before the order is packed.

In cases of obvious errors (e.g. incorrect price, typographical errors, etc.), Biltema reserves the right to rectify the error afterwards. If you are not satisfied with the rectification, you have the right to cancel your order.

2.2 Information about products

Information about an individual product is presented on Biltema.dk in connection with the purchase of the product. For complete information about the product, please refer to the packaging.

2.3 Stock levels

The current stock level of a product in each Biltema store is shown on Biltema.dk in connection with the order. If Biltema determines that your order cannot be fulfilled due to discrepancies in the stock level shown on Biltema.dk, the selected Biltema store will contact you. In such case, you will have the right to cancel or change your order. Biltema reserves the right to not fulfil an order in cases where the products are out of stock or due to technical problems. The same applies if the stock levels change from the time the order was placed to when your order is collected by you at the selected Biltema store. In such cases, Biltema will refund you any payment made in accordance with the payment model below.

3. Prices and payment methods

The price of the goods you order is the price shown on Biltema.dk on the day of your order or the date you last changed your order, with reservation for any typographical errors or other inaccuracies. All prices are inclusive VAT.

We offer the following payment options in partnership with Adyen. Note: If a purchase cannot be completed, reimbursement will be carried out by Adyen who will release the held amount.

3.1 Card payment

You can choose to pay the entire order value by debit or credit card. We currently accept Dankort, Visa og MasterCard. There is no card fee and our partner Adyen, handles the credit card payment to guarantee a fast and secure payment. For increased security, we use 3D-Secure - a global security standard developed by VISA and MasterCard for payments over the Internet.

After confirming your order at the Biltema.dk checkout, you must provide your card details to complete the order, after which the price of the order will be held on your account. The transaction is carried out with SSL encryption, which means that no unauthorized party can see your information. The actual amount will only be debited from your card once you have collected your order at the selected Biltema store. You are obligated to ensure that there are sufficient funds on the payment card when the funds are held to complete the transaction. If the specified card cannot be debited when you collect your order, Biltema has the right to cancel the purchase or demand subsequent payment. Reserved amounts are handled by Adyen. If you have any questions about your reserved amount, please contact Biltema Customer Service directly by phone 70 80 77 70 or kundeservice@biltema.dk.

Please note that we (Storebox) do not currently support payment made by debit card via Samsung Pay or Apple Pay.

3.2 MobilePay

By using MobilePay, you do not have to enter card details and can complete the payment with just a few clicks. In the payment window, please select payment with MobilePay. You will then be asked to enter your mobile number. Afterwards you will automatically be directed to the MobilePay app, and with a swipe you are able to approce the request as payment of the order amount. Then the order amount will be reserved on the card which is connected to your MobilePay app. Only when the order is picked up in the selected Biltema store, it will be debited to the card.

There is no fee when paying with MobilePay.

3.3 Klarna

Buy now – pay later

Together with Klarna, we offer you the option of paying by invoice after you have received the goods. After the purchase, Klarna will send you an invoice via e-mail, giving you the opportunity to pay within 30 days of picking up your order – without interest or fees. Note: The invoice is sent by e-mail to the e-mail address provided by you at the time of purchase. You can also see and pay the invoice in the Klarna app or through the Klarna website.

Terms of Buy now – pay later
https://cdn.klarna.com/1.0/shared/content/legal/terms/0/da_dk/invoice?credit_time=30#1

General information for purchases with Klarna

Through the purchase, in addition to the general terms and conditions for online shopping at Biltema.dk, you also agree to Adyen's terms and conditions for purchases via invoice.

Note: When choosing to pay with Klarna, the payment and debt is transferred to Klarna. All contact regarding invoice and payment must then be made to Klarna. Biltema refer to Klarna Customer Service at https://www.klarna.com/dk/kundeservice/

In case of late payment, Klarna imposes a reminder fee of DKK 100,00.

3.4 Additional information about Pay & Collect Drive In

Your goods are considered delivered when you have them delivered to your car at the Biltema store. The goods can be collected within 2 hours after receiving an SMS or email confirmation of your purchase from Biltema on the telephone number or e-mail address provided when placing the order.
If your order was placed 2 hours or less before closing time of the selected Biltema store, collection of the goods can be made the following day.

Follow the signs and instructions for "Pay & Collect Drive In" when you arrive at your selected Biltema store.
To ensure that you are outside the store and ready to have the goods delivered to your car, please do the following when you are in place:

1. At the pick-up location, you need to notify your arrival by clicking on the "Notify arrival" button, which you have received via previously sent out information from Biltema.
2. Please enter your registration number so the Biltema personnel knows which car to deliver to. You do this either via sent out SMS or e-mail.
3. Make sure that the boot lid is unlocked (during the Covid-pandemic you are most welcome to open the trunk for us), and that you have a suitable vehicle to pick up the order you have placed.

By doing this, you agree to our general terms and conditions for Pay & Collect Drive In, and that this is equated with a receipt that you have your goods delivered.

If you do not pick up your goods within 48 hours of receipt, the purchase will be cancelled, and your money refunded.

4. Delivery information

Your goods are considered delivered when you collect them in the selected Biltema store. The goods can be collected within 2 hours after receiving an SMS or e-mail confirmation of your purchase from Biltema on the telephone number or e-mail address provided when placing the order.

If your order was placed 2 hours or less before closing time of the selected Biltema store, collection of the goods can be made the following day.

Follow the signs to the “Pay & Collect” counter in the selected Biltema store. To ensure your goods are collected by the right person, you are required to show valid identification and the order confirmation. If the goods are collected by a third party on your behalf, the individual will be required to present your identification as well as their own.

If you do not collect your goods within 48 hours after receiving order confirmation, the purchase will be cancelled, and your payment will be refunded.

Note that when you purchase products via Pay & Collect Drive In, it is important that you ensure to pick up your order with a suitable vehicle where, for example, back seat is unpacked and folded down, or that you have a trailer for larger and bulky products. In this way, the staff at Biltema can deliver the order in a good, efficient and above all safe way. Products that are heavier and/or bulky, thus cannot be loaded safely by the staff at Biltema, you as a customer are responsible for loading your products into your vehicle.

5. Right of withdrawal, cooling-off period and claims

5.1 Right of withdrawal

When you have purchased products using Biltema´s service Pay & Collect you have the right of withdrawal up to 30 days from when you picked up the order in the selected Biltema store. The right of withdrawal does not apply to products where the seal has been broken and cannot be reasonably returned owing to health or hygiene reasons, or which may deteriorate or become too old. Nor does the right of withdrawal apply to products that have been manufactured according to your instructions or that have been otherwise personalised.

To exercise your right of withdrawal, you must bring the product and receipt to your Biltema store to communicate your decision to cancel the purchase.

You can also send a clear message to Biltema (contact details are given below) about your decision to cancel your purchase. Enter your name, address and other relevant information, e.g. order number, receipt number and item name, in the message. Then you must contact your local Biltema store.

In order to exercise your right of withdrawal within the given time, you must either visit your Biltema store to cancel your purchase as described above or send the purchase cancellation form to Biltema Customer Service within 14 days of the date you, or a third party on your behalf, collected the product at the relevant Biltema store.

You are obligated to return the product to Biltema at your own expense without undue delay and no later than 14 days of informing Biltema of your decision to exercise your right of withdrawal. Biltema will reimburse the value of the goods being returned, subject to deductions due to depreciation in the event you have used the product in a manner that affects its nature, properties or function.

Reimbursement will be carried out without undue delay and no later than 14 days of the date Biltema or the selected Biltema store was made aware of your decision to exercise your right of withdrawal and if Biltema, at that time, has received the returned product.

5.2 Refund period

In addition to your right of withdrawal, when purchasing goods from Biltema, you have the right to a 30-day refund period from the date you or a third party have collected the order at the relevant Biltema store. This means you will be refunded when you return the goods. Goods can be returned in any Biltema store.

Get in touch as soon as possible with the Customer Service department at your local Biltema store. NOTE! Do not forget to bring your receipt with you. The goods can be exchanged or refunded if the following conditions are met:

• The goods are unused, e.g., not destroyed or damaged.
• The original packaging is undamaged, e.g. usable. Oils, chemicals and other products without seals will not be replaced.
• The receipt must be presented.
• The replacement or refund must be made within 30 days of the date of purchase.
• Some exceptions apply to certain automotive electronic articles, with the receipt being endorsed "Electrical automotive product, cannot be refunded!”
• Discounted sale goods are not refunded.

5.3 Claims

According to the Purchasing Act you have the right to claim about a faulty product within two years. Claims must be made without undue delay after the fault is discovered. To make a claim, take the goods and receipt with you to your nearest Biltema store. If visiting your nearest Biltema store to make a claim involves serious difficulty for you, we recommend that you first get in touch with your local store on telephone number 70 80 77 70. Have the product and receipt ready.

If a product is faulty, you will be credited with the value of the product or, alternatively, the fault will be rectified or the product replaced if it does not entail an unreasonable expense for the Biltema store. For purchases paid for by card, any refund for the faulty product will be issued to the same card used for the purchase payment. When paying by invoice, crediting will be carried out by Klarna according to their terms and conditions.

6. Personal data

When you purchase goods from Biltema or otherwise interact with us, you may be required to share your personal data with us. We process personal data in accordance with Biltema’s Privacy Policy.

The latest version of the Privacy Policy can be found at
https://www.biltema.dk/en-dk/customer-service/terms-of-use/personal-data-policy/

7. Contact

You can reach Biltema’s Customer Service department who will gladly answer your questions at kundeservice@biltema.dk or by phone 70 80 77 70 (Monday - Friday 08.00 – 17.00) 

8. Disputes

If you and the Biltema store do not agree, we refer you to create a case with the Danish Competition and Consumer Agency (www.forbrug.dk). The Competition and Consumer Agency makes independent decisions on, among other things complaints. Biltema contributes to any disputes that concerns the Competition and Consumer Agency.