TERMS AND CONDITIONS

Company Information

F&H A/S
CVR. 10325838
Gl. Skivevej 70, DK-8800 Viborg
Email: service.eu@gensestore.com
Phone: +45 8816 7626 – Monday to Thursday from 10 – 16 and Friday from 10 - 15.30
We respond to emails within 48 hours on weekdays.

Ordering

The displayed products cannot be ordered by phone, but only through our webshops. If there are items that are temporarily out of stock, they will be marked in the webshop with an expected delivery time. Customer service does not have further information about when the item will be back in stock and will unfortunately not be able to answer this type of question over the phone. Instead, you are encouraged to keep an eye on the webshop to check if the item is in stock by the expected delivery date.

If you have any questions about your purchase or anything else, you are always welcome to contact customer service at phone +45 8816 7626 or service.eu@gensestore.com. Customer service is available by phone from Monday to Thursday from 10 – 16 and Friday from 10 - 15.30.

All prices on gensestore.com include VAT. Prices are current prices.

When you trade with F&H A/S, agreements are made in Danish.

It is not possible to view previous orders by logging into the website. If you wish to receive a copy of your order confirmation, you can send an email to service.eu@gensestore.com.

Delivery

Shipping of orders under 50$ costs from 5.95$ and depends on the chosen delivery method. Shipping of orders over 50$ is FREE.

You can choose between the following delivery methods:

• DPD Home - Delivery to your private address (6.95$)
• DPD Parcel Shop - Delivery to the nearest pickup point (5.95$)

Orders placed before 14.00 on weekdays (Friday, however, at 12.00), and where all ordered items are in stock, we strive to ship the same day. Orders placed on other days (weekends, holidays, and other closed days) we strive to ship the next business day. Delivery is made by PostNord, and the delivery time will therefore depend on PostNord's delivery frequency - usually a maximum of 2 weekdays. There may be longer delivery times in particularly busy periods, e.g., in the weeks leading up to Christmas and after extraordinary sales days such as Black Friday. We also take reservations for delayed or incomplete delivery due to force majeure.

NOTE: At the moment we only offer delivery to Danish addresses.

Payment

You can pay in the shop with:

• Dankort
• VISA-Dankort
• MasterCard
• MasterCard Debit
• Maestro
• VISA
• VISA Electron
• VISA Debit
• MobilePay

We do not charge a payment fee, regardless of which of the above payment methods is chosen.

The amount will only be deducted from your card when the goods are shipped from the webshop's warehouse. A larger amount can never be deducted than the one you approved at the time of purchase.

Reservation of Amount
If you pay with an international payment card, the amount is reserved immediately. The money is reserved on your card or account until: 1) We withdraw the amount when we ship the item, or 2) the money is released according to an agreement with your card issuer.

For international cards, VISA, Mastercard, or Maestro, the amount is reserved for 28 days.

Personal Information (Privacy Policy)

To enter into an agreement with F&H A/S, we need the following information:

• Name
• Address
• Phone number
• Email

We register and forward your personal information (first and last name, address, postal code, city, email, and possibly phone) to PostNord to be able to deliver the item to you. The personal information is registered with F&H A/S and stored for up to five years, after which the information is deleted.

When signing up for the newsletter, we register your email and possibly your name. Information is not disclosed to others. The newsletter contains great offers and inspiration for the home. The newsletter is sent 2 - 4 times a month and can be unsubscribed from at any time.

We also collaborate with a number of other companies that store and process data. These companies only process information on our behalf and may not use it for their own purposes. We only collaborate with data processors in the EU or in countries that can provide your information with adequate protection.

The data controller on gensestore.com is F&H A/S who also manages Kitchen Living Dining.

You have the right to know what information we process about you. If you believe that the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data if you request it. This could be if your data is no longer necessary in relation to the purpose for which we needed it. You can also contact us if you believe your personal data is being processed in violation of the law. You can write to us at service.eu@gensestore.com

Security of Card Information

In the payment phase, you will be given information about the items you have ordered and the total price. When you choose to proceed to checkout, you will be directed to a secure (encrypted) internet connection (https://) where you must enter the following:

• Credit card number
• Expiration date
• Control digits

F&H A/S is responsible for the sale and shipping of the item and does not come into contact with or see your credit card information. They are handled solely on a secure server, with a secure connection (encryption) via a payment intermediary.

Right of Withdrawal

As a consumer, you have a 365-day right of withdrawal when you shop with F&H A/S. The right of withdrawal runs from the day you:

• receive your item
• get the last item in physical possession when it comes to an agreement for several different items ordered in one order and delivered individually
• get the last batch or the last part in physical possession when it comes to an agreement for the delivery of an item consisting of several batches or parts

You must notify us within 30 days of receipt that you wish to withdraw from your purchase. The notification must be given via service.eu@gensestore.com. In your message, you must make it clear to us that you wish to exercise your right of withdrawal. You can also choose to use our standard withdrawal form and send it back. It is included with your order confirmation/item and can also be found here.

You cannot withdraw by simply refusing to accept the item without also clearly notifying us of this.

Specially manufactured items are not covered by our right of withdrawal.

Partial Withdrawal of Purchase

If you have purchased several items from us, you have the option to return one or more items, even if they were purchased in one order.

Note that you will not be refunded the delivery costs if you withdraw from part of your purchase.

Returning Packages (Delivered by PostNord)

You must return your order to us without undue delay and no later than 45 days after you have informed us that you wish to withdraw from your purchase. You must bear the direct costs of returning the item. If you use the return label provided with your order, 49,- DKK will be deducted to cover the shipping. When returning, you are responsible for ensuring that the item is properly packed. You bear the risk of the item from the time of delivery of the item.

The condition of the item when you send it back is crucial. You are only liable for any deterioration in the value of the item due to handling other than what is necessary to determine the item's nature, properties, and the way it works. In other words, you can try the item as if you tried it in a physical store.

If the item has been tried in addition to what is described above, we consider it used, which means that if you withdraw from the purchase, only part or none of the purchase amount will be refunded, depending on the item's commercial value.

We recommend that you return the item in the original packaging. If the original packaging is missing, it may lead to a depreciation of the item.

Reimbursement of Purchase Amount

If you regret your purchase, you will of course get back the amount you paid to us. In case of a depreciation for which you are liable, this purchase amount will be deducted.

If you use your right of withdrawal, we will refund all payments received from you, including delivery costs (excluding additional costs resulting from your choice of a delivery form other than the cheapest form of standard delivery offered by us) without undue delay and no later than 45 days from the date we have received notice of your decision to withdraw from this agreement. We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise.

We may withhold the refund until we have received the item back unless you have provided evidence of having returned it.

If you regret the purchase, the item must be sent to:
F&H A/S, Gl. Skivevej 70, 8800 Viborg, Denmark
You can also cancel the purchase by notifying us and handing it over in person at the above address. Please contact us beforehand if you wish to do so.

We do not receive packages sent by COD.

Complaints

When you shop with F&H A/S, the Purchase Act applies. This means that you have a 24-month right to complain.

If your complaint is justified, it means that you can either get the item repaired, exchanged, get your money back, or a reduction in the price, depending on the specific situation.

You must complain within a "reasonable time" after you have discovered the defect. If you complain within two months after the defect is discovered, the complaint will always be timely.

If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be returned in proper packaging. Remember to get a receipt for shipping so we can refund your shipping costs.

The item must be sent to:
F&H A/S, Gl. Skivevej 70, 8800 Viborg, Denmark
When you return the item, please describe the problem as detailed as possible.

We do not receive packages sent by COD or similar. Remember that the item must always be returned in proper packaging and get a receipt for shipment, so we can refund your shipping costs.

Appeal

If you as a consumer want to complain about your purchase, you must contact us at service.eu@gensestore.com. If we are unable to find a solution, you can send a complaint to:

• Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark
• Email: naevneneshus@naevneneshus.dk
• Website: https://kpo.naevneneshus.dk/

If you reside in an EU country other than Denmark, you can complain to the EU Commission's online complaint portal here - http://ec.europa.eu/odr

The European Commission's online complaint portal can also be used for complaints. This is particularly relevant if you are a consumer residing in another EU country. Complaints can be submitted here - http://ec.europa.eu/odr

If you reside in Denmark, complaints must be sent to the Center for Complaint Resolution at the House of Boards, Toldboden 2, 8800 Viborg, Denmark.