Complaint Terms

1. General

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
Tel. 70252250
[email protected]

2. Right of complaint

When you shop with us as a consumer, your purchase is covered by the Danish Sale of Goods Act. 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 by 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 have the product repaired, replaced, refunded or receive a price reduction, depending on the specific situation. When you discover a fault or defect in a product, you must make a complaint within a reasonable time after discovering the defect. If you complain within two months after discovering the defect, the complaint will always be considered timely.

In some cases, complaints are handled in cooperation with the manufacturer or service partner, free of charge in the event of a justified complaint. In such cases, we recommend that the product is sent directly to the manufacturer or service partner for faster processing. When this applies, it will be stated on our website when creating the complaint case.

Please note: when complaint cases are handled by the manufacturer or service partner, the terms of the relevant 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 also note that labels, warranty marks and similar 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 also 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 processing may take longer. These cases include, but are not limited to:

• If the fault is intermittent, meaning it only appears from time to time.
• If the product is technically complex and difficult to examine and repair.
• If spare parts or similar need to be obtained.

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 processing of your complaint case, we determine 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 determine 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 partners.

If there is any doubt about whether a complaint is justified, please send an e-mail to [email protected] including 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 right of complaint, please send a photo and description of the damage before creating the complaint case.

Product without faults

If the submitted product is tested and found to be free of faults by CompuMail ApS or our partners, you will be charged a fee of DKK 300 including VAT. If our technical department needs to take part 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 were not purchased, assembled or installed by CompuMail ApS. If you do not want CompuMail ApS to troubleshoot the complete system, the defective product must be removed and sent separately.
Assessments of products found to be free of faults under complaint cases are made by CompuMail ApS or our partners.

Incorrect or insufficient fault description

When creating a complaint case, you must provide as precise and detailed 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 partners.

Special terms for complaints concerning smartphones and tablets

For complaints concerning 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 deactivated, 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 a business customer, enter a CVR number on your order or provide a business address as the invoice address, you are considered a business customer.

The following special terms apply to business customers:

• No right of withdrawal
• 12-month right of complaint
• Shipping in complaint cases is at your own expense
• Complaints must always be handled by the manufacturer or its service partner if stated on the website and cannot be submitted to CompuMail ApS.

If a product is submitted as a complaint with the purpose of returning it under the right of withdrawal, you will be charged a fee of DKK 300 including VAT.

3. Submitting a complaint

Complaint cases must be sent to or handed in at our goods collection point at the following address:

CompuMail ApS
Høgemosevænget 1
8380 Trige
Denmark

Write the RMA number you receive when creating your complaint case on the package. Please note: do not write directly on the original packaging. If you hand in the complaint case at our goods collection point, a copy of the original invoice must be enclosed and 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 submitting 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 an incorrect address will not be collected, and your complaint case will therefore not be processed. We advise against using DAO and similar carriers that deliver at night or 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 properly packed in antistatic 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 submitted 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 submitting hard drives for complaint processing. Alternatively, we can examine the possibility of recovering data for a fee; please inform us of this when submitting the product.
CompuMail ApS disclaims any responsibility for lost data, unless directly required by Danish law. To the extent that CompuMail ApS may be liable, liability is limited to direct loss and not indirect loss such as lost earnings, transport costs, operating losses, installation costs etc.

4. Complaints about lost, damaged or incorrectly packed goods

If there are discrepancies between what you ordered and what you received, you must contact us at 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 at 70 22 17 12, [email protected] or via our chat function.

In case of hidden damage, you must complain to us as soon as possible and no later than 5 days after receipt at 70 22 17 12, [email protected] or via our chat function.

If your shipment is lost, you must contact us at 70 22 17 12, [email protected] or via our chat function.

5. Information and status on an already created complaint case

At CompuMail ApS, we try to keep you updated throughout the complaint process as far as possible. This is done automatically and by 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 during the process.

Please note that our support cannot provide you with more information than what appears from our e-mail flows and/or on the website. If you still have questions or similar, you are welcome to contact us at 70 22 17 12, [email protected] or via our chat function.

These terms were last updated on 1 January 2022.