Terms of service

These terms and conditions apply to all purchases made on concept-odense.com between the trader and the consumer. By completing a purchase, you accept the terms and conditions below.

The terms and conditions apply to all customers within our active markets: Denmark, Germany, Austria, Sweden, Italy, Spain, France, the Netherlands, Belgium, Ireland, and Poland.

ARTICLE 1 – DEFINITIONS

Withdrawal period: the period within which the consumer can exercise their right of withdrawal.

Consumer: the natural person who is not acting in the course of a profession or business and who enters into a distance contract with the trader.

Day: calendar day.

Continuing performance contract: a distance contract relating to a series of products and/or services, the delivery and/or purchase obligation of which is spread over time.

Durable medium: any means which enables the consumer or the trader to store information addressed personally to them in a way accessible for future reference for a period of time adequate for the purposes of the information and which allows the unchanged reproduction of the information stored.

Right of withdrawal: the consumer's option to withdraw from the distance contract within the withdrawal period.

The trader: the natural or legal person who offers products and/or services to consumers at a distance.

Distance contract: a contract whereby, within the framework of a system organised by the trader for the distance sale of products and/or services, up to and including the conclusion of the contract, exclusive use is made of one or more means of distance communication.

Means of distance communication: means which can be used for concluding a contract, without the consumer and trader being simultaneously in the same place.

General Terms and Conditions: the present General Terms and Conditions of the trader.

ARTICLE 2 – IDENTITY OF THE TRADER

Name: Concept Odense

Address: Paxtonstraat 3N, 8013 RP Zwolle, Holland

Email: info@concept-odense.com

Contact form: Write to us here

Telephone: +31 85 083 0017

Opening hours: Monday – Friday, 09:00 – 17:00 (CET)

Please note: The address is used solely as a business address and does not serve as a visitor or return address. Returns must be registered in advance, after which the correct return address will be provided by email.

We strive to respond to all enquiries within one working day.

ARTICLE 3 – APPLICABILITY

These General Terms and Conditions apply to every offer from the trader and to every distance contract and order concluded between the trader and the consumer.

Before the distance contract is concluded, the text of these General Terms and Conditions shall be made available to the consumer. If this is not reasonably possible, it will be indicated, before the distance contract is concluded, that the General Terms and Conditions can be inspected at the trader's premises and that they will be sent free of charge as soon as possible at the consumer's request.

If the distance contract is concluded electronically, then, contrary to the previous paragraph and before the distance contract is concluded, the text of these General Terms and Conditions may be made available to the consumer electronically in such a way that the consumer can easily store them on a durable medium. If this is not reasonably possible, it will be indicated, before the distance contract is concluded, where the General Terms and Conditions can be consulted electronically and that they will be sent free of charge at the consumer's request, either electronically or by other means.

In the event that specific product or service conditions apply in addition to these General Terms and Conditions, the second and third paragraphs shall apply mutatis mutandis and the consumer may, in the event of conflicting terms, always invoke the applicable provision that is most favourable to them.

If one or more provisions in these General Terms and Conditions are at any time wholly or partially void or declared void, the contract and the remaining provisions shall remain in force and the provision in question shall be replaced immediately by a provision that approximates the purport of the original as closely as possible.

Situations not regulated in these General Terms and Conditions shall be assessed "in the spirit" of these terms and conditions.

Uncertainties about the interpretation or content of one or more provisions of our terms and conditions shall be interpreted "in the spirit" of these General Terms and Conditions.

ARTICLE 4 – THE OFFER

If an offer has a limited period of validity or is made subject to conditions, this shall be explicitly stated in the offer.

The offer is non-binding. The trader is entitled to change and adapt the offer.

The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable a proper assessment of the offer by the consumer. If the trader uses images, these are a true representation of the products and/or services offered. Obvious mistakes or manifest errors in the offer do not bind the trader.

All images, specifications and data in the offer are indicative and cannot give rise to compensation or dissolution of the contract.

Images accompanying products are a true representation of the products offered. The trader cannot guarantee that the colours displayed correspond exactly to the real colours of the products.

Each offer contains such information that it is clear to the consumer what rights and obligations are attached to the acceptance of the offer. This concerns in particular:

  • the price, excluding any customs clearance fees and import VAT. These additional costs shall be borne by the customer. For the purpose of importation, postal and/or courier services may apply the special scheme for postal and courier services. This scheme applies when goods are imported into the EU country of destination. The postal or courier service will collect the VAT (possibly together with customs clearance fees) from the recipient of the goods;
  • any shipping costs;
  • the way in which the contract will be concluded and which actions are necessary for this;
  • whether or not the right of withdrawal applies;
  • the method of payment, delivery and performance of the contract;
  • the period for accepting the offer, or the period within which the trader guarantees the price;
  • the rate for distance communication if the costs of using the means of distance communication are calculated on a basis other than the regular basic rate for the means of communication used;
  • whether the contract is archived after its conclusion, and if so, how it can be consulted by the consumer;
  • the way in which the consumer, before concluding the contract, can check the data provided by them in the context of the contract and, if desired, rectify it;
  • any other languages in which, in addition to Danish, the contract can be concluded;
  • the codes of conduct to which the trader is subject and the way in which the consumer can consult these codes of conduct electronically; and
  • the minimum duration of the distance contract in the case of a continuing performance contract.

Optional: available sizes, colours, types of materials.

ARTICLE 5 – THE CONTRACT

The contract is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and meets the corresponding conditions.

If the consumer has accepted the offer electronically, the trader will immediately confirm receipt of the acceptance of the offer electronically. As long as the receipt of this acceptance has not been confirmed by the trader, the consumer may dissolve the contract.

If the contract is concluded electronically, the trader will take appropriate technical and organisational measures to secure the electronic transfer of data and will ensure a secure web environment. If the consumer can pay electronically, the trader will observe appropriate security measures to this end.

The trader may – within the limits of the law – ascertain whether the consumer can meet their payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If, on the basis of this investigation, the trader has good grounds for not entering into the contract, they are entitled to refuse an order or request, stating reasons, or to attach special conditions to the performance.

The trader will send the following information with the product or service, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable medium:

  1. the visiting address of the trader's business establishment where the consumer can go with complaints;
  2. the conditions under which and the way in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
  3. information on guarantees and existing after-sales service;
  4. the information specified in Article 4(3) of these terms and conditions, unless the trader has already provided this information to the consumer before the performance of the contract;
  5. the requirements for terminating the contract if the contract has a duration of more than one year or is of indefinite duration.

In the case of a continuing performance contract, the provision in the previous paragraph applies only to the first delivery.

Every contract is entered into under the suspensive condition of sufficient availability of the products concerned.

ARTICLE 6 – RIGHT OF WITHDRAWAL

When purchasing products, the consumer has the option to dissolve the contract without giving any reason for up to 14 days. At Concept Odense, we extend this period to 30 days, so you can evaluate your purchase at your leisure. The withdrawal period begins on the day after receipt of the product by the consumer or a representative designated in advance by the consumer and made known to the trader.

During the withdrawal period, the consumer shall handle the product and its packaging with care. The consumer shall only unpack or use the product to the extent necessary to assess whether they wish to keep the product. If the consumer exercises their right of withdrawal, they shall return the product with all accessories supplied and – if reasonably possible – in its original condition and packaging to the trader, in accordance with the reasonable and clear instructions provided by the trader.

Our return procedure is simple and consists of the following steps:

  1. Register your return:

    1.1 You have the right to cancel your order up to 30 days after receipt without giving any reason.

    1.2 For the correct processing of your return, please contact our customer service via our contact form or write to info@concept-odense.com. Please state your order number and the products you wish to return.

    1.3 To ensure we can register returns correctly, we ask you to register your return in advance. Returns without prior registration may be delayed and may not be processed correctly.

    1.4 Please note: returns are at the consumer's own expense. Our return address is our international warehouse (Asia) and is stated on the return form.

  2. You can also use the statutory model withdrawal form: Download return form (PDF)
  3. Pack the product: Ensure the product is well-packaged to avoid damage during transport. If possible, use the original packaging.
  4. Send the product: The cost of the return shipment is borne by the consumer. The return costs amount to a minimum of DKK 125 (approx. €16.95). The exact cost depends on the size of the package and can be calculated on the carrier's website.
  5. Refund: After receiving and inspecting the returned product, we will process your refund within 14 days. The amount will be refunded to the original payment method.
  6. Important: Returns are at your own expense. Our return address is located outside the EU (Asia), at our international warehouse. The exact address is stated on the return form, which you can download above.

If the consumer wishes to exercise their right of withdrawal, they are obliged to make this known to the trader within 30 days of receiving the product. This must be done in writing/by email. After having communicated their decision, the customer must return the product within 14 days to the place of origin (our return address is located outside the EU, at our international warehouse in Asia). The consumer must be able to prove that the goods have been returned in a timely manner, for example by means of a proof of postage.

If the customer has not, after the expiry of the periods referred to in paragraphs 2 and 3, indicated that they wish to exercise their right of withdrawal or has not returned the product to the trader, the purchase is binding.

Please also see our full Return and Refund Policy for further information.

ARTICLE 7 – COSTS OF WITHDRAWAL

If the consumer exercises their right of withdrawal, the costs of returning the products shall be borne by the consumer.

If the consumer has paid an amount, the trader will refund this amount as soon as possible, but no later than 14 days after the withdrawal. This is, however, conditional on the product having been received back by the webshop or conclusive proof of complete return being submitted.

ARTICLE 8 – EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

The trader can exclude the right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the trader has clearly stated this in the offer, or at least in good time before the conclusion of the contract.

Exclusion of the right of withdrawal is only possible for products:

  1. that are created by the trader in accordance with the consumer's specifications;
  2. that are clearly personal in nature;
  3. that cannot be returned due to their nature;
  4. that can spoil or age quickly;
  5. the price of which is subject to fluctuations in the financial market over which the trader has no influence;
  6. for individual newspapers and magazines;
  7. for audio and video recordings and computer software of which the consumer has broken the seal;
  8. for hygienic products of which the consumer has broken the seal.

Exclusion of the right of withdrawal is only possible for services:

  1. concerning accommodation, transport, restaurant business or leisure activities to be performed on a specific date or during a specific period;
  2. the delivery of which has begun with the consumer's express consent before the withdrawal period has expired;
  3. concerning betting and lotteries.

ARTICLE 9 – THE PRICE

During the period of validity stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes due to changes in VAT rates.

Notwithstanding the previous paragraph, the trader may offer products or services whose prices are subject to fluctuations in the financial market and over which the trader has no influence, with variable prices. This link to fluctuations and the fact that any prices mentioned are target prices shall be stated in the offer.

Price increases within 3 months after the conclusion of the contract are only permitted if they are the result of statutory regulations or provisions.

Price increases from 3 months after the conclusion of the contract are only permitted if the trader has stipulated this and:

  1. they are the result of statutory regulations or provisions; or
  2. the consumer has the right to terminate the contract with effect from the day on which the price increase takes effect.
  3. All prices on our website are exclusive of VAT, customs duties, and import taxes.
  4. As our products are shipped directly from the supplier outside the EU (China), the customer may be charged VAT, customs fees, and/or import duties upon delivery.
  5. The customer is solely responsible for paying these costs to the customs authority or the carrier.
  6. Please inform yourself about any additional costs via the customs authority in your country before placing an order.

The place of delivery is deemed to be the country where the shipment begins. In this case, the delivery takes place outside the EU. Consequently, the postal or courier service will collect import VAT or customs clearance fees from the recipient. Therefore, no VAT will be charged by the trader.

All prices are subject to printing and typesetting errors. No liability is accepted for the consequences of printing and typesetting errors. In the event of printing and typesetting errors, the trader is not obliged to deliver the product at the incorrect price.

ARTICLE 10 – CONFORMITY AND GUARANTEE

The trader guarantees that the products and/or services comply with the contract, the specifications stated in the offer, the reasonable requirements of soundness and/or usability and the legal provisions and/or government regulations existing on the date of the conclusion of the contract. If agreed, the trader also guarantees that the product is suitable for other than normal use.

A guarantee provided by the trader, manufacturer or importer does not affect the statutory rights and claims that the consumer can assert against the trader under the contract.

Any defects or incorrectly delivered products must be reported to the trader in writing within 14 days of delivery. The products must be returned in their original packaging and in new condition.

As a consumer, you also have a 24-month statutory right of complaint under the Sale of Goods Act. The trader's guarantee period corresponds to the manufacturer's guarantee period. However, the trader is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.

The guarantee does not apply if:

  • the consumer has repaired and/or modified the delivered products themselves or has had them repaired and/or modified by a third party;
  • the delivered products have been exposed to abnormal conditions or are otherwise handled carelessly or contrary to the instructions of the trader and/or on the packaging;
  • the defect is wholly or partly the result of regulations that the government has made or will make regarding the nature or quality of the materials used.

ARTICLE 11 – DELIVERY AND PERFORMANCE

The trader will take the greatest possible care when receiving and executing orders.

The place of delivery is the address that the consumer has made known to the company.

With due observance of what is stated in Article 4, the company will execute accepted orders with due speed, but at the latest within 30 days, unless the consumer has agreed to a longer delivery period. If the delivery is delayed, or if an order cannot or can only be partially executed, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to dissolve the contract without costs and is entitled to any compensation.

If delivery is delayed due to force majeure (e.g., customs delays, pandemics, strikes), the trader will inform the consumer as soon as possible and offer an alternative solution in consultation.

In the event of dissolution in accordance with the previous paragraph, the trader will refund the amount paid by the consumer as soon as possible, but no later than 14 days after dissolution.

If delivery of an ordered product proves to be impossible, the trader will endeavour to make a replacement item available. At the latest upon delivery, it will be stated in a clear and comprehensible manner that a replacement item is being delivered. For replacement items, the right of withdrawal cannot be excluded. The costs of any return shipment shall be borne by the trader.

The risk of damage and/or loss of products rests with the trader until the moment of delivery to the consumer or a representative designated in advance and made known to the trader, unless expressly agreed otherwise.

Total delivery time = processing time + shipping time.

All estimated/normal delivery times are based on data from previous orders. These are estimated times and are for guidance only.

The delivery time consists of two important parts:

1) Processing time (1–3 working days):

  • Order confirmation
  • Adjustments
  • Quality control
  • Packing

2) Shipping time (depends on destination, 9–12 working days):

The delivery time is calculated from the moment the package is collected from our international transport centre to the desired destination and may vary depending on the delivery location.

Total estimated delivery time:

  • Denmark, Germany, Austria, Sweden, Italy, Spain, France, the Netherlands, Belgium, Ireland, Poland: 12–14 working days* (standard shipping)

Please see our full Shipping Policy for further details.

Processing:

The processing time begins on the day you place your order. Your order is usually processed within 1–3 working days. As soon as we have processed your order, we can ship it.

Please note:

Delays may occur in connection with public holidays; manufacturers and carriers will limit their activities. This is beyond our control. Normal operation will resume immediately after the holidays.

Incorrect address information, customs clearance procedures and other circumstances may lead to delivery delays.

Track your order

When your items are shipped, you will receive an email from us with a tracking number.

If you have not received it, or if the tracking number does not work, do not worry. Contact us and we will find a solution!

Shipping companies

We use local shipping partners depending on the destination – for example, PostNord, DHL, GLS, PostNL, and Bpost.

Cancellations

If you change your mind before you have received your order, you can cancel your order at any time before it has been dispatched. Please see our Return and Refund Policy if the order has already been dispatched.

Unforeseen delays

Delivery may take longer than the standard times indicated here. Please contact us if your package is taking TOO LONG to arrive (beyond the period we have stated), and we will be happy to help you resolve any situation that is beyond our control!

Changing your address

We can no longer change the delivery address once the shipment is in transit. If you wish to change the delivery location for your order, please contact us within 24 hours of placing the order at info@concept-odense.com. Please note that we process and dispatch orders within one working day of the order being placed.

Package damaged in transit:

If you receive a damaged package, please refuse it and contact our customer service. If the package was delivered in your absence, please contact customer service to discuss further steps.

Correct delivery address: The consumer is obliged to provide a correct, complete and up-to-date delivery address when placing the order. If a parcel cannot be delivered due to incomplete, incorrect or outdated address information and is returned to the sender or needs to be forwarded, all additional costs (redirection, return, new shipment) shall be borne by the consumer. The trader cannot be held liable for delays or lost parcels resulting from incorrect address information.

ARTICLE 12 – CONTINUING PERFORMANCE CONTRACTS: DURATION, TERMINATION AND RENEWAL

Termination

The consumer may at any time terminate a contract that has been concluded for an indefinite period and which extends to the regular delivery of products (including electricity) or services, subject to the agreed termination rules and a notice period of no more than one month.

The consumer may at any time terminate a contract that has been concluded for a definite period and which extends to the regular delivery of products (including electricity) or services, at the end of the definite period, subject to the agreed termination rules and a notice period of no more than one month.

The consumer may terminate the contracts referred to in the preceding paragraphs:

  • at any time and not be limited to termination at a specific time or in a specific period;
  • at least in the same way as they were entered into by them;
  • always with the same notice period as the trader has stipulated for themselves.

Renewal

A contract that has been concluded for a definite period and which extends to the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a definite period.

Notwithstanding the preceding paragraph, a contract that has been concluded for a definite period and which extends to the regular delivery of daily newspapers, news and weekly magazines and periodicals may be tacitly renewed for a fixed period of a maximum of three months, if the consumer can terminate this extended contract at the end of the extension with a notice period of no more than one month.

A contract that has been concluded for a definite period and which extends to the regular delivery of products or services may only be tacitly renewed for an indefinite period if the consumer may at any time terminate with a notice period of no more than one month and a notice period of no more than three months in the event that the contract extends to the regular, but less than once a month, delivery of daily newspapers, news and weekly magazines and periodicals.

A contract with a limited duration for the regular delivery of daily newspapers, news and weekly magazines and periodicals for trial or introductory purposes (trial or introductory subscription) is not tacitly renewed and ends automatically after the trial or introductory period.

Duration

If a contract has a duration of more than one year, the consumer may, after one year, terminate the contract at any time with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.

ARTICLE 13 – PAYMENT

Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 working days after the start of the withdrawal period as referred to in Article 6(1). In the case of a contract for the provision of a service, this period begins after the consumer has received the confirmation of the contract.

The consumer has the duty to report inaccuracies in provided or stated payment details to the trader without delay.

In the event of non-payment by the consumer, the trader has the right, subject to legal restrictions, to charge the reasonable costs made known to the consumer in advance.

ARTICLE 14 – COMPLAINTS PROCEDURE

Complaints about the performance of the contract must be submitted to the trader, fully and clearly described, within 7 days after the consumer has discovered the defects.

Complaints submitted to the trader will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the trader will respond within the 14-day period with a notice of receipt and an indication of when the consumer can expect a more detailed answer.

If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute resolution procedure.

A complaint does not suspend the trader's obligations, unless the trader indicates otherwise in writing.

If a complaint is found to be justified by the trader, the trader will, at their discretion, either replace or repair the delivered products free of charge.

Consumers in the EU can also submit disputes via the European Commission's online dispute resolution platform: ec.europa.eu/consumers/odr

Consumers residing in the EU furthermore have the right to lodge a complaint via the European Commission's online dispute resolution platform (ODR): https://ec.europa.eu/consumers/odr. Our email address for this purpose is stated in the trader's identity (artikel 2).

ARTICLE 15 – DISPUTES AND APPLICABLE LAW

Contracts between the trader and the consumer to which these General Terms and Conditions relate are governed exclusively by Dutch law. This also applies if the consumer resides abroad. However, consumers always retain the protection afforded to them by the mandatory provisions of the consumer law of their country of residence.

ARTICLE 16 – CESOP

As a result of the rules introduced and tightened as of 2024 regarding the EU directive on the reporting obligation for payment service providers – and the associated implementation of the Central Electronic System of Payment Information (CESOP) – payment service providers may register information in the European CESOP system.

ARTICLE 17 – PERSONAL DATA

The processing of your personal data is carried out in accordance with the EU's General Data Protection Regulation (GDPR). Read more in our Privacy Policy.

Article 18 – FORCE MAJEURE

The trader shall not be held liable for delays or non-fulfilment of obligations due to circumstances beyond our reasonable control, including but not limited to: war, acts of terrorism, pandemics, epidemics, natural disasters, extreme weather conditions, strikes, lockouts, fire, embargoes, export or import restrictions, customs and government interventions, transport disruptions, delays by carriers, IT failures of third parties, or other unforeseen events. In the event of force majeure, the delivery and performance period shall be extended accordingly, and the parties may cancel the agreement in whole or in part without any obligation to pay compensation if the force majeure event persists for more than 30 days.

Article 19 – PROMOTIONS AND DISCOUNT CODES

The following applies to promotions, discount codes, and vouchers:

  • Discount codes cannot be combined with other offers, active promotions, or other discount codes, unless expressly stated otherwise.
  • Discount codes cannot be redeemed for cash, store credit, or gift cards.
  • Each discount code is limited to one use per customer and per order.
  • Discount codes have a validity period specified in the promotion's terms; expired codes cannot be used.
  • The trader reserves the right to cancel or amend discount codes, promotions, and offers without prior notice, as well as to reject any apparent misuse.
  • If an order placed with a discount code is returned in whole or in part, only the amount actually paid will be refunded.

Article 20 – AMENDMENTS TO THE TERMS AND CONDITIONS

The trader reserves the right to amend these terms and conditions from time to time. The version in force at any given time will be published on this page with the date of the last update. It is the consumer's responsibility to review the applicable terms before each purchase. For existing orders, the terms and conditions that were applicable at the time of the order will apply. Material changes may be communicated by email to registered customers.

IDENTITY OF THE TRADER / CONTACT DETAILS

Name: Concept Odense

Email: info@concept-odense.com

Telephone: +31 85 083 0017

Address: Paxtonstraat 3N, 8013 RP Zwolle, Holland (not a visitor or return address)

Opening hours: Monday – Friday, 09:00 – 17:00 (CET)

Contact form: Click here

Return form (PDF): Download here

Return and Refund Policy: Click here

Shipping Policy: Click here

Privacy Policy: Click here

Contact and Customer Service: Click here

Terms of Service (PDF): Download here