Terms of sale
1 General
When you shop on the website bikekey.com (“Website”), you are dealing with BikeKey ApS, CVR no. 42285188, Fruebjergvej 3, DK-2100 København (“BikeKey”, “we”, “our”, “us”).
These “Terms of Sale” apply to all purchases from BikeKey made via our Website. The Terms of Sale apply to both business and private customers (consumers), although certain provisions of the Terms of Sale apply only to consumers, including, for example, the provisions on the right to cancel in clause 8.
If you have questions about the Terms of Sale, you can write to support@bikekey.com.
2. Placing an order
When you have placed an order via our Website, you will automatically receive an order confirmation by email with an overview of the ordered products and an order number.
The order confirmation is your electronic receipt showing that we have received your order. The order confirmation is also a confirmation that we have entered into a binding agreement. However, we reserve the right to change or cancel your order if the information you have provided is not correct.
If incorrect or incomplete information has been entered and this causes your products to be sent to the wrong address, this is your own responsibility. We do not replace packages sent to incorrectly stated addresses, and we do not cover the costs of re-shipping packages (e.g., payment of postage or new delivery costs) resulting from incorrect information provided when placing the order.
3. Payment
We use the payment service Stripe to handle payments. Your payment and card details are stored exclusively on an external server. The information is processed in a PCI-certified environment that meets international security standards until the payment transactions have been completed. You can read more about the security measures at Stripe here (Link: https://stripe.com/en-dk/privacy, section 5).
When you have entered your payment details and placed your order, the purchase amount is reserved on your account in our favor. The purchase amount is only charged to your account when your products are shipped from our warehouse.
All amounts are stated in Danish kroner (DKK) and include VAT, but exclude any shipping costs.
4. Delivery
It normally takes 1-2 business days for our warehouse to process your order and hand it over to our shipping company. We do not deliver packages abroad.
As a rule, all shipments are sent as letters with DAO.
If you have ordered several products, we will as a rule ship your products in one combined shipment. In that case, the product with the longest delivery time will determine when the combined shipment is dispatched.
5. Right to complain
The rules of the Danish Sale of Goods Act (købeloven) on complaints about product defects also apply to products bought via our Website.
The Sale of Goods Act stipulates that a complaint must be made no later than 2 years after receipt of the product, and that a complaint must in any case be made within a “reasonable time” after you have discovered a fault in the product. If you complain no later than two months after discovering a fault or defect in the product, the complaint will always have been made in time.
If your complaint is justified, this means that you can have the item repaired or replaced, get your money back or get a price reduction, depending on the specific situation.
If the complaint is justified, we will cover the shipping costs when you use our free return method. The item must always be sent back in suitable packaging. Remember to get a shipping receipt so you can prove that the item has been sent to us.
If your complaint is not approved, we will send the product back to you, and you will not be refunded the shipping costs you have incurred.
If you wish to make a complaint about a product, you must contact our customer service at support@bikekey.com. You may attach pictures of the product. If the complaint is justified, you will be informed of the next steps in your correspondence with customer service.
Returns in connection with a complaint are made via a return code or return label, which customer service will send you. See further below in clause 6.1.
If you wish to complain about a product bought from a physical retailer, you must contact the retailer.
We do not accept packages without home delivery or cash-on-delivery packages.
6. Returning an item and returns in connection with a complaint
It is easy and quick to return your items with these steps:
Contact us by email: support@bikekey.com, and describe what you wish to return. You will be sent a return code or return label depending on whether you received a package or a letter. You will also receive a return form by email.
Print return form or return label
Pack your items securely. The return form must be packed with the item.
Attach the return label to the package’s largest side, or write the return code so it is visible and easy to read. Note that your return label and return code are unique and can only be used once – contact us if you have problems.
Drop off the letter or package at your nearest DAO parcel shop.
You are responsible for ensuring that your return package or letter is packed securely, that it is handed in correctly at a DAO parcel shop, and that you can subsequently show proof of drop-off (receipt or tracking number).
7. Exchanging an item
We do not offer exchanges. Please return the product and order the desired size again.
8. Right to cancel (consumers only)
Terms of cancellation
You have a 14-day right to cancel when you shop with us. Your 14-day right to cancel applies from the day you receive the product. However, if you have ordered several different products in the same purchase that are delivered separately, the period runs from the day you receive the last product.
The deadline means that you have 14 days from receipt of the product to notify us that you wish to cancel your purchase. You can send an email to support@bikekey.com, or use the standard cancellation form, which you will find at the bottom of the Terms of Sale.
You must return the product without undue delay and no later than 14 days after notifying us that you wish to exercise the right to cancel. Otherwise, you risk losing the right to cancel.
You must pay for the return of the package yourself, and you are liable if any damage occurs during transport.
Canceling part of the purchase
If you have bought several items from us, you can return one or more items, even if they were bought in one order.
You will not get the delivery costs back if you cancel part of your purchase.
Condition of the item on return
You are only liable for any reduction in the value of the item resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the item.
If the item has been tried beyond what is described above, we consider it used, which means that if you cancel the purchase, you will only get part or none of the purchase amount back, depending on the item’s commercial value.
We recommend that you return the item in the original shipping packaging (e.g., a resealable bag or resealable box). If your product(s) has separate original packaging and this is missing, it may result in a reduction in the value of the item.
Refund of the purchase amount
If you cancel your purchase, you will get your money back. If the item has lost value, we will deduct the amount you are liable for.
We will refund all payments received from you, including delivery costs (except for additional delivery costs in cases where you have chosen a form of delivery other than the cheapest form of standard delivery we offer), no later than 14 days from the day we receive your return.
We will refund the money using the same means of payment you used for the purchase, unless otherwise agreed.
We may withhold the payment until we have received the item.
9. How to complain
If you wish to complain about your purchase, we encourage you to first contact us by email: support@bikekey.com, so that we can try to find a solution.
If we are unable to find a solution, you can send a complaint to:
When complaining via the complaint portal, please provide our email address: support@bikekey.com"
If you are a consumer residing in an EU country other than Denmark, you can complain to the European Commission’s online complaint portal here: http://ec.europa.eu/odr. When complaining via the complaint portal, please provide our email address: support@bikekey.com.
10. Privacy policy
By using the website, you accept that we process your personal data in accordance with our privacy policy, which you can find on our Website.
We are aware of the need for appropriate protection and responsible processing of your personal data.
Standard cancellation form
(This form is only to be completed and returned if the right to cancel is exercised)
I hereby give notice that I wish to exercise the right to cancel in connection with my purchase agreement for the following products/services (Note: Remember to state the order number):