Terms & Conditions
General Information
All transactions made through this website are between you as the customer and:
Fossflakes A/S
CRN (CVR): 28 50 64 49
Oddervej 3
DK-7800 Skive
Denmark
Telephone: +45 49 13 81 11
E-mail: info@fossflakes.com
Prices and Payment
All prices are displayed in euros and are inclusive of VAT. Subject to availability.
We accept the following payment methods: MasterCard, VISA and payment via PayPal is also available.
The amount will be reserved on your card when the order is placed, and charged when the parcel is dispatched. We do not charge card fees.
Reservation of amount
If you pay with an international payment card, the amount is reserved immediately. The funds are held on your card or account until:
1) We charge the amount when we dispatch the goods, or
2) The funds are released in accordance with the agreement with your card issuer.
You can read more about the rules for your specific card from your card issuer.
Delivery
Delivery within the EU
We deliver 4 to 6 working days after we have registered your order.
All orders are delivered via GLS, and deliveries can be tracked using the GLS Track & Trace system. If you have any comments regarding the delivery of your order, please contact GLS directly.
GLS Private
Delivery directly to your door.
For purchases under €200, the shipping fee is €20.
For purchases of €200 or more, shipping is free.
Delivery outside the EU
Please note: we do not currently deliver outside the EU.
Right of cancellation and return
Returns
Once you have notified us that you wish to cancel your purchase, you have 14 days to return the item to us.
To return your purchase, simply attach the enclosed return label to the parcel, include the returns form, and drop the parcel off at a GLS collection point.
The cost of return postage is your responsibility, and you are liable should any damage occur during transit.
*A fee of €10 applies for use of our return label, which will be deducted from your refund.
We will process your return within 10 working days of receipt, and the amount will be refunded to the same payment card used when the original purchase was made.
For customers in Austria, Belgium, Ireland, Luxembourg, and Poland:
If you are returning from one of these countries, you may use our return service. Simply fill in the returns form, attach the enclosed return label to the parcel, and drop it off at a GLS collection point.
*The return service costs €10 which will be deducted from your refund.
Right of Cancellation
As a consumer, you have a 20-day right of cancellation when you shop with us.
The cancellation period expires 20 days after the day you receive your goods. If you have ordered several different items in one order but they are delivered separately, the deadline starts from the day you receive the last item.
The deadline means that you have 20 days from receipt to notify us that you wish to cancel your purchase. You can send an email to info@fossflakes.com or use the standard cancellation form available at the bottom of these terms and conditions.
You cannot cancel your purchase by refusing to accept delivery of the goods without also notifying us.
Cancellation of part of the purchase
If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased as part of a single order.
Please note that you will bear the shipping costs when returning one or more items.
Condition of the item upon return
General
If the item has lost value because you have used it in a way other than what was necessary to determine its nature, properties, and function, you can only receive a partial refund of the purchase amount.
In other words, you may try the item in the same way as you would in a physical shop, but you may not put it into actual use.
If the item has been used beyond what is described above, we will consider it used. In that case, if you cancel the purchase, you will receive only a partial refund or no refund at all, depending on the commercial value of the item.
The item must be returned in its original packaging. If the original packaging is missing, this will result in a reduction in the value of the item.
Dog Beds
If the dog bed shows signs of use – such as dirt or dog hair – that prevent it from being resold directly to another customer, we will deduct part of the refund corresponding to the time spent preparing or cleaning the product.
In the event of an excessive amount of dog hair on a returned dog bed, we will deduct €25 from the refund. We therefore recommend returning the dog bed in good condition, free of dog hair.
The dog bed must be returned in its original packaging. If the original packaging is missing, this will result in a reduction in the value of the item.
Reimbursement of the purchase amount
If you cancel your purchase, you will receive a full refund. If the item has depreciated in value, we will deduct the amount you are liable for.
We will refund all payments received from you, including delivery costs (excluding any additional costs where you have chosen a delivery method other than the least expensive standard delivery option we offer), within 14 days of receiving your notification of cancellation.
We will refund the money via the same means of payment used for the original purchase, unless otherwise agreed.
We may withhold the refund until we have received the item, or until you have provided proof of return.
Send the item to:
Fossflakes A/S
Bjoernevej 2
7800 Skive
Denmark
We do not accept parcels that have not been sent via standard delivery, nor parcels sent as cash on delivery.
Right of complaint
The rules on defects in the Sale of Goods Act apply to purchases of goods.
When you shop with us as a consumer, you have a 24-month right of complaint.
If your complaint is justified, you may be entitled to have the item repaired, replaced, or refunded, or to receive a reduction in price, depending on the specific situation.
You must make a complaint within a reasonable time after discovering the defect. If you complain within two months of discovering the defect, the complaint will always be considered timely.
If the complaint is justified, we will refund your reasonable shipping costs. The item must always be returned in appropriate protective packaging. Please retain proof of postage so that we can reimburse your shipping costs.
Send the item to:
Fossflakes A/S
Bjoernevej 2
7800 Skive
Denmark
When returning the item, please include a detailed description of the problem and your order number.
We do not accept parcels that have not been sent via standard delivery, nor parcels sent as cash on delivery.
Privacy Policy
We require the following information when you shop with us: name, address, telephone number, and email address.
We register and share your personal data in order to deliver your goods to you. When shipping is arranged, we share your name, address, email address, and telephone number with the relevant shipping companies.
Your personal data is registered with Fossflakes A/S and stored for five years, after which it is deleted.
We also work with a number of other companies that store and process data. These companies process data solely on our behalf and are not permitted to use it for their own purposes.
We only work with data processors based in the EU or in countries that provide a sufficient level of protection for your personal data.
As a data subject with Fossflakes A/S, you have the right at any time to raise objections to the registration of your data. You also have the right to access the personal data we hold about you. These rights are afforded to you under the General Data Protection Regulation (GDPR).
Right of Complaint
If you are a consumer and wish to complain about your purchase, please contact info@fossflakes.com.
If we are unable to find a solution, you can submit a complaint via the European Commission's online dispute resolution portal at: http://ec.europa.eu/odr.