Terms and Conditions of Sale and Delivery

These terms and conditions apply to all sales, deliveries and installations of household appliances, and related services provided by HVIDEVAREANPARTSSELSKABET, unless otherwise agreed in writing. They supplement the Danish legislation in force at the time.

1. Contractual basis and validity of quotations

Acceptance period: All tailored quotations are valid for five business days from the date of issue, unless otherwise stated in writing. After this period, the quotation automatically expires, and prices for appliances and labour may be revised. We reserve the right to correct typographical errors and other errors in the quotation materials.
Written acceptance: The agreement becomes binding only when the customer accepts the quotation in writing by email or text message. The agreement covers only the specific products and services listed in the written quotation. Any discussions during meetings or by phone that are not included in the quotation are not binding.

2. Responsibility for measurements and dimensions

When we take the measurements: We accept responsibility for ensuring that the appliance’s external dimensions fit the visible physical space at the time of our inspection. However, we are not liable for hidden obstructions, such as concealed pipes, electrical installations behind walls or cabinetry, uneven floors behind existing units, or non-compliant existing installations. Any additional work required because of hidden conditions will be charged separately.
When the agreement is made without us taking measurements (by email or phone): The customer is fully responsible for ensuring that the measurements, niches and available space provided are accurate, and that the ordered appliance can physically be fitted and transported to the installation location. If the appliance cannot be installed because the measurements are incorrect, the visit will be charged as a failed installation, and the customer is responsible for the costs of exchanging the appliance and return shipping.

3. Delivery conditions and access routes

Kerbside delivery: The appliance is delivered to the nearest street-level entrance that can be reached unobstructed with a hand truck. For apartment buildings, the appliance is left outside on the street.
Delivery with carry-in: The driver will carry the appliance into the first room of the customer’s home. For apartment buildings, two-person carry-in may be required at an additional charge.
Difficult access conditions: Before delivery, the customer must inform us of any difficult access conditions, such as spiral staircases, narrow passageways, lifting appliances to a higher floor, steep stairs or situations requiring more than one person. The price for such special services will be agreed individually at the time of purchase. If the actual conditions are not disclosed in advance, we may be unable to complete the job, and the customer will then be charged for a failed delivery or installation visit.
Protecting floors: The wheels of hand trucks can pick up small stones and dirt. Customers are asked to protect delicate floors and valuable furniture before delivery. HVIDEVAREANPARTSSELSKABET takes every care when handling customers’ homes but is not responsible for scratches or scuffs to unprotected floors or surfaces caused by the normal, necessary transportation of heavy appliances.

4. Installation and connection terms

Existing installations: All electrical, gas and plumbing installations must comply with applicable regulations, be in working order and be visible before installation can begin. We connect the appliance to the existing installations without replacing fixed hoses, wiring or plugs, and use the installation parts supplied with the product. However, we can replace the plug with a 3-pin or 5-pin plug if needed.
Unobstructed access: The customer must ensure clear access to the installation location—for example, by emptying the cabinets under the sink before we arrive.
Supplied parts and additional items: Our installers may not carry a full stock of spare parts. Any special requirements should generally be clarified at the time of purchase. Please note the following standard requirements:
Extractor hoods: Supplied without hoses or ducting as standard; these must be purchased separately. Connecting the hood to a socket outlet will typically require a grounding adapter, which is also sold separately.
Range cookers and hobs: Cables and plugs are generally not included by the manufacturer and must be purchased separately. Special plumbing and installation requirements:
Limescale buildup on a Ballofix or shut-off valve: In rare cases, a shut-off valve with limescale buildup may break or start leaking when operated. Customers are advised to check that it is working properly before the visit. Replacing the valve must be carried out by an authorized plumber and is not included in the installation.
AquaStop: The water tap must be at least 30 cm above the floor or cabinet base. For dishwashers, there must be an opening at least 10 cm in diameter at the bottom of the cabinet side panel facing the appliance niche.
Water supply and drainage: There must be a working water tap with a check valve and an external thread (½" or ¾"). The fixed drain pipe for the sink must be at least 30 mm in diameter, and the connection must be 60–90 cm above the floor. Hose extensions beyond 1.5 metres will be charged as additional work.
Exclusions: Drilling holes, cutting into cabinetry, and sealing or gluing cooktops are generally not included in standard installation. Gas appliances must always be installed by an authorized gas and plumbing contractor.

5. Cancellations, failed delivery visits and disposal

Cancellation deadline: Any change to or cancellation of a scheduled delivery or installation appointment must be made by 12 noon on the business day before the appointment.
Redelivery: If no one is at the address to receive the appliance, and there is no written agreement allowing it to be left there, the appliance will be taken back. Redelivery will be charged at DKK 500 excluding VAT.
Failed installation: If installation cannot be completed because the site has not been properly prepared, the existing installations are non-compliant, defective or inaccessible, the appliance dimensions are incorrect (where the customer took the measurements), or the appointment was cancelled too late, the customer will be charged a failed installation fee of DKK 500 excluding VAT.
Disposal of used appliances: If disposal of a used appliance is purchased, the old appliance must be disconnected, completely emptied, and hygienic and safe to handle before collection, unless otherwise agreed. For kerbside delivery, the customer must bring the appliance outside to street level.

6. Right of withdrawal and exceptions

As a consumer, you have a 14-day right of withdrawal when you make a purchase from HVIDEVAREANPARTSSELSKABET. The withdrawal period expires 14 days after the day you take physical possession of the goods. If you have ordered several different items in one order and they are delivered separately, the period runs from the day you take physical possession of the last item. To withdraw from your purchase, you must notify us clearly by email within 14 days of receiving the goods. You cannot withdraw from the purchase simply by refusing delivery without also notifying us.

Services and installation already performed: If you have consented to installation or servicing beginning before the withdrawal period expires and then decide to withdraw, you must pay an amount proportionate to the part of the service already performed.
Condition of the goods and diminished value: You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. If an appliance has been installed, connected or used, it is considered used. In most cases, this will result in a significant or total loss of value (no refund value).
Return costs: You are responsible for the direct costs of returning the goods, including the cost of a carrier and any removal or disconnection.

Specific exceptions:

Measurements and consultation visits: We provide measurements and advice at your address as a service. No financial compensation or refund may be claimed for the visit itself. Even if measurements have been taken at your address, the ordinary right of withdrawal still applies to subsequent purchases of standard products, subject to the terms on return shipping costs and diminished value below.
Custom-made products: You do not have a right to cancel an order for products made or adapted to your specific measurements and instructions, or given a clearly personal touch (for example, adapted cabinets, hoses or special finishes on household appliances based on the measurements). The right to cancel ends completely once production or adaptation has started with your prior consent.

7. Special-order items and returns

Standard appliances ordered specifically for you from a wholesaler or manufacturer (special-order items) based on measurements are covered by the usual right of withdrawal, unless they have been custom-fitted as described in section 6.

The following charges apply when returning such items:

Return shipping: You are responsible for all direct costs of returning the goods. Household appliances are heavy and require specialist transport by carrier, so you should expect return shipping to be costly—at least DKK 500 per item. You bear the risk for the goods from the time of delivery and are responsible for ensuring they are properly packaged for return shipment.
Diminished value and damaged packaging: The goods must be returned in their original, unopened and completely intact packaging. If the packaging (cardboard, strapping or protective film) has been opened or damaged, the goods will be considered to have diminished in value. As we do not hold our own stock, goods with opened packaging cannot be resold as new. Opened packaging will therefore result in a reduction in value of at least 30% of the purchase price, which will be deducted from your refund. If the goods have also been installed, connected to electricity or water, or show signs of use, the reduction in value may be up to 100% of the purchase price, in which case no refund will be given.
Refund of the purchase price: If you exercise your right of withdrawal within the applicable period and return the goods unused and in their intact original packaging, we will refund the purchase price (less any reduction in value). We will process the refund without undue delay and, in any event, no later than 14 days from the date on which we receive your notice of withdrawal. However, we reserve the right to withhold the refund until we have received the goods back or you have provided evidence that you have returned them.

8. Limitation of liability and complaints

Indirect losses: HVIDEVAREANPARTSSELSKABET accepts no liability for business interruption, loss of time, loss of profit, loss of earnings or other indirect losses arising from delays or product defects, to the extent permitted under applicable Danish law. For business-to-business (B2B) purchases, all liability for indirect losses and business interruption is excluded.
Liability and transport damage: All goods are checked for visible transport damage before being handed over to the installer. HVIDEVAREANPARTSSELSKABET is liable to the customer only for defects or damage directly resulting from negligence during the installation work. Any valid claims for compensation will be handled through the company’s business and public liability insurance.
Complaints about delivery or installation: Any complaint about a fault with the delivery or installation must be sent in writing to HVIDEVAREANPARTSSELSKABET within 60 days after the delivery and installation have been completed.