General Terms and Conditions

Terms and Conditions of Purchase – Denmark

Updated 10.11.2026. These terms apply to purchases from Hemtex in Denmark. They set out the rights and obligations of Hemtex and the customer when buying products in our web shop. They do not limit any rights you have under mandatory Danish law.

1 General

1.1 These terms apply to: (a) purchases made by consumers in the Hemtex web shop at www.hemtex.com; and (b) purchases made by business customers in the web shop, unless a separately negotiated agreement has been concluded with Hemtex.

1.2 All content on the website is protected by copyright and belongs to Hemtex AB. The website may contain links to third-party websites. Hemtex is not responsible for the content, security or operation of those websites.

1.3 Where there is a reasonable suspicion of fraud or theft in connection with an order, Hemtex may cancel the order and report the matter to the police. Any amount already charged will be refunded.

1.4 The terms in force when an order is placed apply to that order. Please read them before placing your order. Hemtex may change the terms for future orders; changes never apply to orders already placed.

1.5 The contract is concluded in English. The order confirmation, including these terms, is sent to you by email and can be saved and printed.

2 Definitions

2.1 Hemtex: Hemtex AB, which sells products in the web shop.

2.2 Customer: a consumer or a business customer buying products from Hemtex.

2.3 Consumer: a natural person who buys products mainly for purposes outside their trade, business or profession.

2.4 Business customer: a person buying products mainly for purposes related to their trade, business or profession.

2.5 Web shop: the Hemtex web shop at www.hemtex.com, for orders delivered to Denmark.

2.6 Bulky product: a product that cannot be delivered as a standard product and is delivered by another method.

2.7 Standard product: a product that is not a bulky product and can be delivered to a parcel locker or service point.

2.8 Made-to-measure product: a product manufactured to individual measurements for a specific order, e.g. made-to-measure window coverings.

3 Product information and prices

3.1 We do our best to present all products correctly. Colours shown on screen may differ from the actual product because of device and screen settings. Sold-out products are marked as such.

3.2 All prices are stated in euro (EUR) and include 25% Danish VAT and any other mandatory charges. Delivery costs are shown separately before you place your order.

3.3 If a product is shown with an obviously incorrect price or description, which you realised or should have realised was an error, Hemtex is not bound by it. In that case we will contact you, and you may either accept the correct price or cancel the order free of charge. Any amount paid will be refunded.

3.4 Price reductions apply while stocks last unless another period is stated. When we show a reduced price, the reference price is the lowest price at which the product was offered by us in the 30 days before the reduction.

3.5 A product's category (standard product or bulky product) depends on its delivery method. Delivery and return information is shown on each product page, in the basket before you place your order and in the order confirmation. If you are unsure which category a product belongs to, please contact customer service before buying.

4 Product reviews

4.1 After a purchase we may invite you by email to review the product. If you submit a review, we process your personal data in line with our privacy notice. You can also give feedback that is not published.

4.2 Published reviews come only from customers who have bought the product through Hemtex. We verify this by linking each review to an order number and by sending review invitations only to customers who have made a purchase. We publish both positive and negative reviews and do not pay for or edit reviews, except to remove unlawful or offensive content.

5 Payment

5.1 In the web shop you can pay by card (Visa/Mastercard), Apple Pay, Google Pay or Klarna invoice through our payment partner Kustom.

5.2 We share the personal data needed to complete and manage your purchase (e.g. contact and order details) with Kustom. Kustom processes this data under its own privacy policy. Kustom's general terms and conditions are available at https://www.kustom.co/legal/general-terms-and-conditions.

5.3 Klarna may decline a payment request. Klarna's credit decisions are automated and cannot be changed by Hemtex customer service. If you choose Klarna invoice, Klarna is your creditor and Klarna's terms apply.

5.4 When you place an order, the amount is reserved on your card. The amount is only charged when the goods are dispatched. For made-to-measure products, payment is taken when the order is placed, because production starts immediately.

5.5 We do not charge card fees.

5.6 If an order is not completed (e.g. you do not receive an order confirmation by email within one hour), the reservation is released automatically within 24 hours. Depending on your bank, it may take 1–14 working days before the money is available again. For security reasons, please contact your bank directly with questions about reservations.

6 Delivery and collection

6.1 We deliver only to addresses in Denmark excluding the Faroe Islands and Greenland.

6.2 Orders dispatched from our central warehouse in Sweden are delivered by DHL. If the products are in stock, delivery to a parcel locker, service point or the address in your order normally takes 4–7 working days from dispatch. During sales periods delivery may take longer; the expected delivery time is always shown at checkout. If no delivery time has been agreed, we deliver no later than 30 days after the order.

6.3 Made-to-measure products are delivered within 14 days from the order.

6.4 If delivery is delayed beyond the agreed time, you may set a reasonable additional deadline. If we do not deliver within that deadline, you may cancel the order and get a full refund. If we have refused to deliver, or the delivery date was essential and you told us so, you may cancel immediately. You keep your other rights under the Danish Sale of Goods Act, including the right to compensation. Please contact customer service at customersupport@hemtex.com if your order is delayed.

6.5 If some products are not available when we pick your order, we send the available products and refund the amount paid for the missing ones. We let you know if the order is split into several parcels.

6.6 The risk of loss or damage passes to you when you, or a person you have designated, take possession of the products.

7 Delivery costs

7.1 Delivery costs depend on the product, its size and quantity and the delivery method. The available methods and their price are shown on the product page, in the basket and in the order confirmation.

7.2 If you are unsure which delivery cost applies, please contact customer service before buying.

8 Storage and uncollected parcels

8.1 Parcels are kept at the parcel locker or service point for up to 7 days. We tell you the deadline in the pick-up notification.

8.2 For home delivery, the carrier makes up to two delivery attempts. If the parcel cannot be delivered, it is returned to us.

8.3 If a parcel is not collected and is returned to us, we charge a fee of EUR 4.99 incl. VAT to cover return and handling costs. We deduct the amount from your refund or charge it to the payment method used.

8.4 Not collecting a parcel does not by itself count as withdrawing from the purchase. If you no longer want the order, please use the "Fortryd aftale" function (section 12.4). If you withdraw within the withdrawal period, you only pay the direct cost of the return, not the fee in 8.3.

9 Damage in transit

9.1 We are responsible for products lost or damaged before you receive them.

10 Defective products and right to complain (reklamationsret)

10.1 As a consumer you have a 2-year right to complain under the Danish Sale of Goods Act. Hemtex is liable for defects that existed when the product was handed over to you and that appear within 2 years of delivery. A defect that appears within 1 year of delivery is presumed to have existed at delivery, unless this is incompatible with the nature of the product or the defect.

10.2 You must complain within a reasonable time after you discovered the defect. A complaint made within 2 months of discovery is always on time.

10.3 If a product is defective, you may choose between repair and replacement, unless the chosen remedy is impossible or disproportionately costly for Hemtex. You may also be entitled to a price reduction, to cancel the purchase with a refund, or to compensation under the Sale of Goods Act. Hemtex pays the reasonable costs of repair, replacement and returning the defective product.

10.4 Wear and tear, incorrect use, failure to follow care instructions and damage you caused are not defects.

10.5 To complain, contact customer service at customersupport@hemtex.com. Please include a photo, a description of the defect and your order number or receipt.

10.6 We reply to your complaint within 14 days at the latest and tell you how it will be resolved. If the complaint is justified, we refund any amount due without undue delay and no later than 14 days after we have agreed the remedy.

10.7 Any commercial guarantee (garanti) offered by Hemtex or a manufacturer is in addition to, and never limits, your statutory right to complain.

10.8 Business customers must inspect products on delivery and notify defects without undue delay, with a sufficiently precise description. Complaints from business customers must be made no later than 2 years after delivery.

11 Personal data and security

11.1 Hemtex AB is data controller for the personal data processed in connection with your purchase. We process personal data in accordance with the GDPR and the Danish Data Protection Act. Read more in our privacy notice at https://www.hemtex.com/info/privacy-policy.

11.2 We do not ask for or store your CPR number in connection with purchases, deliveries or returns.

11.3 All web shop payments are processed by Kustom, which is certified under the Payment Card Industry Data Security Standard (PCI DSS). Hemtex does not store card details.

11.4 You have the right to access, correct and erase your personal data, and to object to or restrict processing. If you restrict processing, we may be unable to complete your order. Contact us at dataskyddsombud@hemtex.se. You may complain to the Danish Data Protection Agency (Datatilsynet), Carl Jacobsens Vej 35, 2500 Valby, www.datatilsynet.dk.

12 Right of withdrawal, returns and exchanges – web shop purchases

12.1 This section applies to consumers' web shop purchases.

12.2 Under the Danish Consumer Contracts Act you have a 14-day right of withdrawal. For standard products, Hemtex voluntarily extends the withdrawal period to 30 days, on the same terms as the statutory right. For bulky products, the withdrawal period is 14 days.

12.3 The withdrawal period starts on the day you, or a person you designate, receive the product. If one order is delivered in several parcels, the period starts when you receive the last parcel. If the deadline falls on a weekend or public holiday, it is extended to the next working day.

12.4 To withdraw, you must give us a clear statement of your decision before the deadline. You can do this by:

• using the "Fortryd aftale" (Withdraw from contract) function in the footer of the web shop, which is available throughout the withdrawal period. After you confirm, we send you an acknowledgement of receipt by email without undue delay;
• using the standard withdrawal form in the Annex; or
• sending a statement by email to customersupport@hemtex.com.

Simply returning the product or refusing to collect it is not enough on its own.

12.5 After withdrawing, you must return the product no later than 14 days after you notified us.

12.6 Standard products and bulky products are returned by parcel to Hemtex AB, Prognosgatan 22, 504 64 Borås, Sweden, using a QR code generated at hemtex.com/return.

12.7 You bear the direct cost of returning the product. Returns using the QR code from hemtex.com/return cost EUR 4.95, which is deducted from your refund.

12.8 Please return the product in its original packaging if possible, and packed so that it is not damaged in transport.

12.9 Exchanges: an exchange is handled as a withdrawal plus a new purchase. You withdraw from the purchase of the product you do not want, receive a refund to the original payment method, and buy the new product as a separate order.

13 Products not covered by the right of withdrawal

13.1 Under the Consumer Contracts Act § 18(2), the right of withdrawal does not apply to:

1. Made-to-measure products, manufactured to your measurements. Your measurements are sent to the manufacturer as soon as you place the order, so the order cannot be cancelled or changed after that. Please measure carefully and contact customer service at customersupport@hemtex.com if you need help.
2. Products that deteriorate or expire rapidly.
3. Sealed products that are unsuitable for return for health or hygiene reasons and have been unsealed after delivery.

13.2 The product page clearly states when a product is not covered by the right of withdrawal.

14 Condition of the product and diminished value

14.1 You may examine the product as you would in a physical shop, to establish its nature, characteristics and functioning. If you return it undamaged after only such handling, you receive a full refund including the standard delivery cost.

14.2 If you have handled the product beyond what was necessary to establish its nature, characteristics and functioning, you are liable for any diminished value. We assess this individually for each product, based on its actual condition. Diminished value may arise where, for example:

• the product shows damage or signs of use beyond what is needed to examine it;
• the original packaging is missing or damaged in a way that reduces the product's value;
• you have assembled a flat-packed product (e.g. a table top) and the assembly has reduced its value.

14.3 Please return assembled products in assembled condition where this is possible for transport, as disassembly can cause further damage.

15 Refunds

15.1 Refunds are made to the original payment method, unless you have expressly agreed otherwise.

15.2 If you withdraw, we refund the purchase price and the cost of standard delivery without undue delay and no later than 14 days after receiving your notice of withdrawal. We do not refund extra costs for a more expensive delivery method you chose (e.g. express). If you withdraw from only part of an order, the delivery cost is only refunded if the delivery became cheaper as a result.

15.3 We may withhold the refund until we have received the product or you have provided proof that you have sent it, whichever is first. Any amount for diminished value (section 14) or return cost (section 12.7) is deducted.

15.4 Web shop refunds are processed via Kustom. You receive a refund confirmation by email when the return has been registered.

16 Business customers

16.1 If you need an invoice with company details, email customersupport@hemtex.com after delivery with your company name, address, CVR/VAT number and the order confirmation. We will issue a correct invoice on that basis.

16.2 Consumer rights do not apply to business customers, including the right of withdrawal and the right to complain to consumer complaint bodies. Hemtex is not liable to business customers for delay or indirect loss, including loss of profit, unless caused intentionally or by gross negligence.

17 Force majeure, governing law and disputes

17.1 Hemtex is not liable for delay or failure caused by circumstances beyond its control that it could not reasonably have foreseen or avoided when the contract was made (force majeure). If force majeure lasts more than two months, both Hemtex and the customer may cancel affected orders without compensation; any amount paid is refunded. This does not limit consumers' mandatory rights.

17.2 These terms are governed by Danish law. This does not deprive consumers of protection under mandatory rules.

17.3 If you are not satisfied, please contact customer service first, so we can try to find a solution.

17.4 If we cannot agree, you may complain to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, www.arn.se. Hemtex undertakes to comply with ARN's decisions. ARN's conditions, including value thresholds and time limits, apply. For help with a cross-border complaint you can also contact Forbruger Europa (ECC Denmark), www.forbrugereuropa.dk.

17.5 You may always bring the case before the Danish courts.

18 Contact details

Hemtex AB · Company reg. no.: 556132-7056 · VAT no.: SE556132705601

Address: Box 495, 501 13 Borås, Sweden

Customer service: customersupport@hemtex.com

Annex – Standard withdrawal form

(Complete and return this form only if you wish to withdraw from the contract. You can also use the "Fortryd aftale" function in the web shop.)

To: Hemtex AB, Box 495, 501 13 Borås, Sweden, customersupport@hemtex.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

• Ordered on / received on: [ ]
• Order number: [ ]
• Product(s): [ ]
• Name of consumer: [ ]
• Address of consumer: [ ]
• Signature of consumer (only if this form is notified on paper): [ ]
• Date: [ ]