These complaint terms apply to consumer and business purchases of goods and digital services on compumail.dk. The website is owned and operated by:
CompuMail ApS
CVR no. 26686091
Høgemosevænget 1
8380 Trige
Denmark
Tel. +45 70252250
[email protected]
When you shop with us as a consumer, your purchase is covered by the Danish Sale of Goods Act rules for purchases of goods. This means that you have a 24-month right of complaint, of which the first 12 months are covered by the presumption rule. If you have made a business purchase, you have a 12-month right of complaint. Please note that some products may have a warranty stated in addition to the 24-month right of complaint. In such cases, the extended warranty is handled directly with the manufacturer.
If you wish to make a complaint about your product under the right of complaint, you must create a complaint case before sending the product to us. You can create a complaint case here.
If your complaint is justified, this means that you may either have the product repaired, replaced, refunded or receive a price reduction, depending on the specific situation. When you discover a defect or deficiency in a product, you must complain within a reasonable time after discovering the defect. If you complain within two months after the defect has been discovered, the complaint will always be considered timely.
In certain cases, complaints are handled in cooperation with the manufacturer or service partner at no cost in the event of a justified complaint case. In such cases, we recommend that the product is sent directly to the manufacturer or service partner for faster processing. When this is the case, it will be stated on our website when the complaint case is created.
NOTE: when complaint cases are handled by the manufacturer or service partner, the applicable terms and conditions of the relevant cooperation partner will apply at all times. In the event of an unjustified complaint, you may be charged handling and service costs by both parties.
Please note that any labels, warranty marks etc. must under no circumstances be removed from the product itself. In such cases, the right of complaint may lapse.
The product must be received by us no later than 3 weeks after the complaint case has been created. If this does not happen, the case will automatically be closed in our system.
We otherwise refer to section 78 of the Danish Sale of Goods Act regarding the procedure for complaints.
Processing time
We strive to handle all complaint cases within a reasonable time. As a starting point, a reasonable time is a few weeks, but there are cases where the processing time may be longer. These cases include, but are not limited to:
Unjustified complaint
Your complaint will be considered unjustified if the reason for the fault or defect is that the product has suffered physical damage, liquid damage or has otherwise been handled contrary to the manufacturer's instructions. In such cases, you will be charged a fee of DKK 300 including VAT.
If, during the handling of your complaint case, we find that the fault is caused by installed third-party software, you will be charged a fee of DKK 300 including VAT. Therefore, always remember to check whether the fault may be caused by programs, drivers or other software that was not originally installed on the product.
If we find that illegal or unlicensed software has been installed on the product, the complaint case cannot be processed, and you will be charged a fee of DKK 300 including VAT.
Assessments of whether a complaint is justified or unjustified are made by CompuMail ApS or our cooperation partners.
If there is any doubt as to whether a complaint is justified, please send an e-mail to [email protected] with order number, fault description, serial number and photo documentation of the damage. If you are unsure whether a physically damaged product is covered by the complaint, you may submit a photo and description of the product damage before creating the complaint case.
No fault found
If the submitted product is tested and no fault is found under the right of complaint by CompuMail ApS or our cooperation partners, you will be charged a fee of DKK 300 including VAT. If our technical department must participate in the troubleshooting, this is charged on an hourly basis at DKK 500 including VAT per hour.
You may also be charged the fee if troubleshooting is required on complete PC systems that have not been purchased, assembled or installed by CompuMail ApS. If you do not want CompuMail ApS to perform troubleshooting on the complete system, the defective product must be removed and sent separately.
Assessments of no-fault-found products under complaint are made by CompuMail ApS or our cooperation partners.
Incorrect or insufficient fault description
When creating a complaint case, you must provide as precise and complete a fault description as possible. If the fault description is incorrect or insufficient, you will be charged a fee of DKK 300 including VAT. Fault descriptions such as “dead”, “does not work”, “no light” etc. are not sufficient.
Assessments of incorrect or insufficient fault descriptions in complaint cases are made by CompuMail ApS or our cooperation partners.
Special terms for complaints regarding smartphones and tablets
For complaints regarding pre-owned devices and other smartphones or tablets where CompuMail ApS handles the complaint, Find My iPhone, Find My Phone and similar services must be disabled, and all user accounts and passwords must be removed.
If this is not the case, you will be charged a fee of DKK 300 including VAT, and the product will be returned to you without further processing.
Right of complaint for business customers
If you specify the order type as business customer, provide a CVR number on your order or state the invoice address as a company address, you are considered a business customer.
The following special terms apply to business customers:
If a product is submitted as a complaint with the purpose of return under the right of withdrawal, you will be charged a fee of DKK 300 including VAT.
Complaint cases must be sent to or handed in at our goods pickup at the following address:
CompuMail ApS
Høgemosevænget 1
8380 Trige
Denmark
Mark the package with the RMA number you receive when creating your complaint case. NOTE: do not write directly on the original packaging. If you hand in the complaint case at our goods pickup, a copy of the original invoice must be enclosed, clearly marked with your RMA number.
If the complaint is justified in a consumer purchase, we will refund your reasonable and necessary shipping costs. Contact us after creating the complaint case and provide your RMA number to receive a return label for sending in the product. The easiest way to do this is by replying to the e-mail in which you received your RMA number.
The package must be sent with delivery to our address, and we recommend PostNord. Packages delivered to a parcel shop or incorrect address will not be collected, and your complaint case will therefore not be processed. We advise against using DAO and similar carriers that use delivery at night and outside normal working hours.
Condition of the product when submitting a complaint case
Remember to pack the product securely together with all accessories, such as cables, adapters, remote controls etc., that were included with the product being complained about. The product must be packed in the same way as when you received it. This means that electronic parts must be securely packed in anti-static bags, and parts that were not part of the product upon receipt must be removed, such as SIM cards, USB dongles etc.
CompuMail ApS cannot be held responsible for lost or damaged original packaging sent with the complaint case. Individual manufacturers and suppliers may have different procedures for handling packaging and accessories.
Data loss
Loss of data or software must be expected when hard drives are submitted for complaint handling. Alternatively, we can, against payment, investigate the possibility of recovering data. Please state this when submitting the product.
CompuMail ApS disclaims any liability for lost data unless this follows directly from Danish law. To the extent that CompuMail ApS may be liable, the liability is limited to direct loss and not indirect loss such as lost earnings, transport costs, operating losses, installation costs etc.
If there are discrepancies between what you ordered and what you received, you must contact us on +45 70 22 17 12, [email protected] or via our chat function no later than 48 hours after receiving the order.
If you have received a shipment from us with visible damage, you must complain to us as soon as possible and no later than 48 hours after receipt on +45 70 22 17 12, [email protected] or via our chat function.
In the case of hidden damage, you must complain to us as soon as possible and no later than 5 days after receipt on +45 70 22 17 12, [email protected] or via our chat function.
If your shipment is lost, you must contact us on +45 70 22 17 12, [email protected] or via our chat function.
At CompuMail ApS, we try as far as possible to keep you updated throughout the entire complaint process. Everything happens automatically and via e-mail.
If you made your purchase with a registered user account and subsequently created a complaint case, you also have the option to check the status of your complaint case along the way.
Please note that our support cannot provide you with more information than what appears from our mail flows and/or on the website. Should you nevertheless have questions or similar, you are welcome to contact us on +45 70 22 17 12, [email protected] or via our chat function.
These terms were last updated on 1 January 2022.