Deliveries and Returns
Delivery
We typically dispatch goods within 1-2 days after the order is placed. In some cases, goods may be dispatched at a later date. If the buyer does not receive the goods within 5 days, please contact the seller to verify the order.
Sensuel price list for basic delivery:
- Dao Direct: 45 DKK
- Dao Parcel Shop: 39 DKK
In special cases, delivery costs may differ from the above prices. The final delivery prices are always indicated during the ordering process when selecting the delivery method.
Cancellation and Returns
At sensuel.dk, you have the option to return the products you have ordered within 14 days of receiving your order.
The cost of return postage is borne by the buyer.
To initiate a return, please send us the information via email to info@sensuel.dk.
If you paid for your order via bank transfer or cash on delivery, please provide your account number when returning the items.
If you paid for your order via Nets Payments or credit card, you will receive your refund in the same manner as the payment was made.
Once the return is approved, you will receive a confirmation email, which must be printed, signed, and included in the return package.
Send the package via courier to: Sensuel, Krintelsvej 14, 7120 Vejle Øst.
Returned items must not show signs of use, be unopened, undamaged, or without their original packaging.
Returns of goods damaged during shipment from the customer’s side will not be considered.
Complaints
1. Sensuel is obliged to deliver a product free of defects. If the buyer is a consumer as defined in Article 221 of the Civil Code, the sales contract is subject to the provisions of the Civil Code regarding warranty for defects. Complaints and claims regarding product defects must be submitted in accordance with these rules.
2. If product defects are found, the Buyer may submit a complaint requesting:
a) repair of the defect,
b) replacement of the product with a new one, free of defects,
c) price reduction,
d) withdrawal from the contract, unless the defect is insignificant.
3. Sensuel is obliged to replace the defective product with a defect-free product or remove the defect within a reasonable time, without causing significant inconvenience to the Buyer. However, Sensuel may refuse to comply with the Buyer's request if it is impossible to bring the defective product into conformity with the contract in the manner chosen by the Buyer or would require excessive costs compared to an alternative solution.
4. If the Buyer submits a declaration of price reduction or withdrawal from the contract, Sensuel may replace the defective product with a defect-free one or remove the defect, provided that these actions are taken promptly and without significant inconvenience to the Buyer. However, if the product has already been replaced or repaired by Sensuel, or Sensuel has failed to fulfill its obligation to replace or repair the defect, the above limitation does not apply.
5. Instead of remedying the defect proposed by Sensuel, the Buyer may request the replacement of the product with a defect-free one, or instead of replacing it, request the removal of the defect, unless bringing the product into conformity with the contract in the manner chosen by the Buyer is impossible or would require excessive costs.
6. The reduced price should correspond to the proportion of the product's value with the defect to the value of the product without defects.
7. When assessing whether the costs are excessive, the value of the product without defects, the nature and significance of the detected defect, as well as the inconvenience to which an alternative solution would expose the Buyer, should be taken into account.
8. Complaints should be submitted via email to: info@sensuel.dk.
9. When submitting a complaint, please describe the product defect in detail. The item must be returned along with the complaint to the following address: Sensuel, Krintelsvej 14, 7120 Vejle Øst. If Sensuel deems it necessary to send the product, the Buyer is obliged to send it. Shipping costs will be reimbursed by the Seller if the complaint is deemed justified. The product should not be sent cash on delivery. You may also use the services of a courier company indicated by Sensuel.
10. Sensuel will respond to the complaint within 14 days from the date of receipt and inform the Customer about the next steps in the process. If the complaint is deemed justified, the website will inform the customer about the proposed method of resolving the issue. If the Buyer requests replacement of the product, repair of the defect, or submits a declaration of price reduction, specifying the amount of the reduction, and Sensuel does not respond to this request within the prescribed 14-day period, this request is considered to have been accepted by Sensuel.