Exchange/complaint
RIGHT OF WITHDRAWAL
Note – the right of cancellation does not apply to business purchases.
In consumer purchases, you always have a 14-day right of cancellation when you shop at www.keepsmart.dk.
You must notify us within 14 days of receipt that you wish to cancel your purchase. The notification must be given at info@keespmart.dk or by telephone contact, alternatively the standard cancellation form can be used. In your message, you must make us clearly aware that you wish to exercise your right of withdrawal. The right of withdrawal runs from the day you received your item until the day it is sent or returned.
In addition to the statutory right of withdrawal, we also offer a 90-day right of return on unopened products purchased as a consumer purchase (by a private person), i.e. if the product has a seal, this must not be broken and if the product has an expiry date, this must not have been exceeded.
We must ask that the item be returned no later than 14 days after notification that the purchase is cancelled.
Return shipping
When the right of withdrawal is used, you must bear the costs of returning the goods, e.g. the return freight.
If you have purchased several items in one order and regret only part of your purchase, we will not refund the delivery costs.
Note that you are responsible for the product’s delivery and proper packaging.
It is not a requirement, but the expedition is facilitated if our online form is completed and attached to the return shipment of the item as well as other relevant information such as a copy of the invoice or order confirmation, registration and account number or possibly copy of previous correspondence etc.
The condition of the item when you send it back.
You are only liable for any deterioration in the value of the goods which is due to handling other than what is necessary to determine the nature, characteristics and way of functioning of the goods. In other words – you can try the product in the same way as if you tried it in a physical store.
If the item has been tried on in addition to what is described above, we consider it as used, which means that if you cancel the purchase, you will only get a part or none of the purchase amount back, depending on the item’s commercial value.
This value is determined as an estimate by Keepsmart ApS.
In the event of a decline in value, this is deducted from the amount that is refunded.
Depreciation is assessed if the item is returned in a used and deteriorated condition, so that it cannot be resold as new. On the basis of this, Keepsmart ApS will assess the depreciation and get back to you before the amount is refunded.
Item condition and product types
In order to receive the full purchase amount back, you must therefore do the same as you can in a physical store. You may test the product, but not actually use it. The item must be without damage, without signs of wear, without scratches and in a clean and tidy condition if you want to be sure of getting all your money back. Therefore, be careful when unpacking the item, do not remove protective foil/plastic etc. and be careful not to get scratches or marks. The product should look like you would expect a factory-new product to look like – in short, like when you received it.
When purchasing products in product groups where the packaging constitutes a significant part of the product’s new value, the intact original packaging is always a significant part of the product’s value. The packaging must therefore always be returned for the mentioned product groups, so that you can get the full purchase price back.
Health or hygiene products, or other goods that are not suitable for return, are not returned if they have been used. It is possible to examine the goods without using them. This can e.g. apply to products that have been in contact with food, skin, hair or the like.
The item can be returned to:
Keepsmart ApS
Rye byvej 15
4281 Gørlev
Danmark
Packaging and responsibility for return shipping
Please note – we do not accept packages sent by cash on delivery or without distribution.
Keepsmart ApS encourages thorough packaging when sending, as it is the sender’s responsibility. For. for example, loose internal components such as graphics cards, motherboards, hard drives and the like should always be sent in an antistatic bag – or as you received it.
Keepsmart ApS also encourages all products to be securely packed in suitable stuffing (e.g. bubble wrap or other shock-absorbing material) and to be packed in a cardboard box so that the products cannot be damaged during transport.
Please also note that if the box is not completely filled, some product types can suffer damage as they can be thrown around a bit in there – this despite being very full.
It is at the customer’s risk that the item is safely returned to Keepsmart ApS.
You can also cancel by refusing to receive the item from the carrier, however we require that you notify us, otherwise it will extend the processing time.
Please note that if you cancel your purchase by refusing to accept the shipment, you will still be liable for our shipping costs to return it. The shipping cost depends on the product type, the item’s weight and dimensions, but typically of approx. DKK 50 on small packages.
You can also return the item to us with a completed standard cancellation form as well as a copy of the invoice and information about the bank account number and bank registration number.
Refund of amounts
If you regret your purchase, you will of course get the amount you paid us back.
In the event of a decrease in value for which you are liable, this will be deducted from the purchase.
If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (but not additional costs resulting from your own choice of a delivery method other than the cheapest form of standard delivery that we offer), without undue delay and in any event no later than 14 days from the date on which we received notification of your decision to withdraw from this agreement.
As a starting point, the amount is refunded to the same payment card with which the purchase was made, if this is not possible, a refund can be made to your bank account.
It is therefore important that we are informed of your bank’s registration and account number.
RIGHT OF COMPLAINT
When you, as a consumer, shop at www.keepsmart.dk, you of course have 24 months’ right to complain.
However, the right to complain may be limited by the product’s natural lifespan. This applies to e.g. batteries, toners, ink cartridges and other products that can be described as consumables.
This means that you can either get the item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation. This of course requires that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other inappropriate use.
The Purchase Act’s defect rules may apply.
A defect is an error that was present at the time of delivery – typically a manufacturing and/or material error.
Should the product, contrary to expectations, break during the complaint period and be covered by the right of complaint, defective goods will be repaired or exchanged at our or the manufacturer’s workshop free of charge.
Damage to the product caused by operating errors, handling errors, modifications or gross abuse on the part of the user is not covered by the right of complaint. This also includes changing the amperage supplied to any relevant component.
Goods should be returned with a copy of the invoice showing the time of purchase for the advertised product, otherwise the processing time of the case may be extended.
Application of the right of complaint
Complaints must be made within a reasonable time after you have discovered the defect. If a complaint is made within 2 months, the complaint will always be within a reasonable time.
For the fastest possible turnaround time, we recommend that you create a return request on our website:
Here you will be guided through whether the manufacturer of the product has direct support, which you can use and thus save a lot of time and us as an intermediary.
If the manufacturer refers to an external support or service center, they are typically also responsible for the transport.
The item is often picked up or exchanged at your address.
We encourage you to make a statement about the product’s fault or deficiency in connection with the complaint, as failure to do so may mean an extension of the processing time due to extensive fault finding.
Keepsmart ApS cannot be held responsible for the loss of the customer’s data, unless it follows directly from Danish legislation. Keepsmart ApS therefore encourages the customer to take a copy / backup of all data. To the extent that Keepsmart ApS may be liable, the liability is limited to the direct product loss and thus does not include indirect losses such as lost earnings, transport costs, operating losses, installation costs and the like, unless otherwise follows from the mandatory rules of Danish law.
If you wish to submit your product to Keepsmart.dk, we ask you to create a …… request in advance, although this is not a requirement. This is done at www.keepsmart.dk under Complaints & Returns and will minimize the time for processing your complaint.
The defective product must then be sent to our address:
Keepsmart ApS
Rye byvej 15
4281 Gørlev
Danmark
When you return the item, please state the sender on the shipment and, if applicable, issued RMA number (return number).
Alternatively, a copy of the invoice with the reason for the return is attached.
Please note – we do not accept packages sent by cash on delivery or similar consignee-paid shipments.
Remember to always send the item back in proper packaging (preferably the original), and we encourage you to get a receipt from the carrier so that you can follow the package to us – at the same time, this usually also provides insurance for the contents if this should be lost or damaged .
When your complaint case has been approved by us, and accepted as a private purchase, we will send you a return label via email that you can use to send the item back free of charge. Please wait for this before sending the item to us.
Please note that by using the right of cancellation and our extended 90-day right of return, you must bear the shipping costs yourself.
We will refund reasonable shipping costs that you may incur in connection with returning the item when the complaint is justified. However, we recommend that you contact us or create an RMA case so that we can send you a return shipping slip in advance.
Goods that are not covered by the right of complaint and/or that are received without proper packaging will be re-packaged and an amount corresponding to Keepsmart ApS costs for necessary and proper packaging will be charged.
Information on appeal possibilities
If you want to complain about your purchase of a product or service or the handling of your case, please do so in writing to Keepsmart ApS at the email address info@keepsmart.dk, with a detailed description of what happened and the desired action, alternatively via registered letter to our address :
Keepsmart ApS
Rye byvej 15
4281 Gørlev
Danmark
In this way, your inquiry will be dealt with by a manager and you will get a reply back as soon as possible – please be aware that the matter will be investigated thoroughly before you get a reply, so it may take a few days before a reply is received.
If an acceptable solution cannot be reached directly with us at Keepsmart ApS, a complaint can be lodged with one of the following;
It is basically a prerequisite for making a complaint that the product or service you want to complain about cost at least DKK 1,110 and a maximum of DKK 100,000. For complaints about clothes and shoes, the price must be at least DKK 720. The amount limits can be changed. You must pay a fee to have the complaint processed.
The EU Commission’s online complaints portal can also be used when submitting a complaint.
This is particularly relevant if you are a consumer residing in another EU country.
Complaints can be submitted here: http://ec.europa.eu/odr/
When submitting a complaint, you must state our e-mail address: info@keepsmart.dk.
www.keepsmart.dk is the e-label, and you can therefore choose to use the e-label’s free case processing.