Right of withdrawal for online purchases
The withdrawal period expires 14 days after the day you:
1/ have received your item
2/ receive the last item in your physical possession, when it concerns an agreement for several different items ordered in one order and delivered separately.
3/ receive the last batch, or the last part, in your physical possession, when it concerns an agreement for delivery of an item consisting of several batches or parts.
4/ receive the first item in your physical possession, when it concerns agreements for regular delivery of items over a certain period.
You must notify us within 14 days of receipt that you wish to withdraw from your purchase. The notice must be given by email to kundeservice@carlab.dk. In your notice, you must clearly state that you wish to exercise your right of withdrawal; you may also choose to use our standard withdrawal form and return it with the item. You can find it here.
You can NOT withdraw simply by refusing to accept the parcel. If you choose to do so anyway, you must cover the costs we incur for returning the item to us.
The right of withdrawal does not apply to custom-made items, such as specially produced items made at the customer's request, or items cut/sold by the running meter. These are not taken back and cannot be cancelled, returned, or exchanged once ordered.
Safety equipment with approvals (e.g. TÜV, ISO) must be returned to the manufacturer for testing and repackaging.
Withdrawal of part of the purchase
If you have bought several items from us, you may return one or more items, even if they were purchased under one order. Please note that you will not get the shipping costs refunded if you withdraw from part of your purchase.
If you have qualified for free shipping, received a free item, or received other discounts conditional on a purchase of a certain value, and this condition is no longer met after returning part of the purchase, the value of the discount, the gift (if it has not been returned) and/or the shipping will be deducted from the amount refunded to you. The shipping amount will most often be 59 DKK.
Breaking the seal on products
Delivery of sealed products, sound or image recordings, or computer software, where you have broken the seal, cannot be withdrawn from.
The condition of the item when you return it after withdrawal.
You are only liable for any reduction in the value of the item caused by handling other than what is necessary to determine the nature, characteristics, and functioning of the item. In other words, you may try the item in the same way as if you were trying it in a physical store.
If the item has been tried beyond what is described above, we consider it used, which means that if you withdraw from the purchase, you will only receive part of the purchase amount back, or none at all, depending on the item's commercial value.
To receive the full purchase amount back, you must therefore do the same as you can in a physical store. You may test/examine the item, but not actually use it. If the item has been tried beyond what is written above, we consider it used, which means that if you withdraw from the purchase, you will only receive part of the purchase amount back, or none at all, depending on the item's commercial value. Please note that breaking the seal on liquids, car care products, and other liquids may constitute a reduction in value, and in some cases you will only receive 0 DKK back. We therefore recommend not breaking any seals.
If you withdraw from the purchase, the items must be sent to:
CarLab.dk
Amtmandsvej 1
4300 Holbæk
(This address is for administration only. Pickup, drop-off, and customer visits are not possible)
Your order must be returned to us without undue delay and no later than 14 days after you have informed us that you wish to withdraw from your purchase. You bear the direct costs associated with returning the item(s). Due to their size/weight, certain items cannot be returned by normal post. This applies to heavy and bulky goods; return costs approx. 1000 DKK/pallet. Return parcels sent cash on delivery to CarLab.dk will not be collected.
You are responsible for ensuring that the item reaches us safely, so always pack the item carefully, and we recommend sending it as a parcel with Track & Trace (if the parcel should disappear during transport).
You must include a copy of your invoice when returning the item. We further encourage you, as a consumer, to complete our standard withdrawal form or our online return form.
Refund of the purchase amount
If you withdraw from your purchase, you will get back the amount you paid to us, including delivery costs (however, this does not apply to additional delivery costs in cases where you have chosen a delivery method other than the cheapest standard delivery method we offer), within 14 days from when you notify us of this. If you return individual items from your order, we refund the price of the item; if you return your entire order, we refund the price of the item(s) + standard postage. In the event of any reduction in value for which you are liable, this will be deducted from the purchase price. We refund using the same payment method you chose for the original transaction. We may withhold the refund until we have received the item back,
Uncollected parcels / incorrect address provided
Parcels are kept at the collection point for 7 days before being returned to us.
If you do not collect the parcel and it is sent back to us, you will be charged the actual shipping costs for the return shipment. In the event of withdrawal, these will be deducted from the amount you would otherwise receive back. If you want the parcel resent, you must pay any delivery costs.
If we receive the shipment returned due to an unknown address, or because you have moved from the address, we will charge return shipping in accordance with GLS' current prices. If you want the parcel resent, you must pay any delivery costs.