Terms and Conditions
TERMS AND CONDITIONS
GENERAL INFORMATION
Care Copenhagen, ToTheMoon ApS
Vesterbrogade 18b
8000, Aarhus
CVR: 44664542
Email: support@carecph.com
PRICES
In the event of delays, backorders, or sold-out items, we will do our best to inform you as soon as possible and find a solution — e.g., refund your money or help you find a similar product elsewhere.
PAYMENT
Care Copenhagen accepts payment with VISA, VISA Electron, Mastercard, MobilePay. The payment will only be withdrawn from your account once the item is shipped. All prices are in DKK (Danish kroner) and include VAT.
Reservation of Amount
If you pay with an international payment card, the amount is reserved immediately. The money will be reserved on your card or account until:
-
We charge the amount when we ship the item, or
-
The money is released according to the agreement with your card issuer.
You can read more about your specific card’s rules with your card issuer.
We do not charge any card fees.
DELIVERY
Care Copenhagen aims to dispatch orders within 24 hours of order confirmation.
We deliver to Most of Europe.
Shipping to a parcel shop is free
We ship via GLS, DHL & UPS.
NOTE: If there is no room at your chosen pickup location, your package will be redirected to the nearest location, and you’ll be notified. For any issues, please contact customer service.
Deliveries are made Monday to Friday. Your order will arrive within 1–5 business days. Please note that longer delivery times may occur during busy periods.
WARRANTY
You have a 2-year warranty under the Danish Sale of Goods Act. The warranty covers manufacturing and material defects. Depending on the situation, you may receive a repair, replacement, refund, or price reduction.
The warranty does not cover faults or damage caused by incorrect use.
You must file a complaint within a "reasonable time" after discovering the fault. Complaints made within two months of discovery are always considered timely.
If the complaint is justified, we will refund your reasonable return shipping costs.
Items must be returned in secure packaging. Remember to get a receipt for shipping, so we can reimburse you.
Please contact us before returning a product to ensure the return process goes as smoothly as possible.
Returns should be sent to:
Ryhavevej 50a, 8210 Aarhus, Denmark
We do not accept cash on delivery (COD) shipments and only accept packages sent directly to our address.
When returning an item, please include a detailed description of the issue.
REFUNDS
If a refund is required, please contact us so we can transfer the agreed amount back to you.
RIGHT OF WITHDRAWAL (CANCELLATION)
As a consumer, you have a 14-day right of withdrawal when shopping with us.
The cancellation period ends 14 days after receiving your item.
If you ordered multiple items in one order but they are delivered separately, the period starts from the day you receive the last item.
To use your right of withdrawal, you must notify us within 14 days of receiving your order. You can use the standard withdrawal form at the bottom of these terms.
You cannot cancel a purchase by simply refusing the package without notifying us.
If your purchase included a free gift, the entire order must be returned to process the cancellation.
RETURNS
Once you’ve informed us of your wish to cancel, you have 14 days to return the item.
You are responsible for the return shipping costs and for any damage that occurs during the return.
You are liable for the item from the moment it is delivered until we receive it back.
Make sure the item is properly packed. To speed up processing, please include a copy of your order confirmation in the return.
If you want us to provide a return label, we can assist you and then deduct the return shipping cost from your refund.
Returns should be sent to:
Ryhavevej 50a, 8210 Aarhus, Denmark
You cannot cancel a purchase just by refusing the delivery without notifying us clearly.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
You cannot cancel the purchase of:
-
Sealed items that, for health or hygiene reasons, are not suitable for return if the seal has been broken.
CONDITION OF THE ITEM UPON RETURN
You are only liable for any decrease in value if the item has been used in ways beyond what's necessary to determine its nature, features, and function.
If the item is returned with excessive signs of use or damage, it will be considered used, and you may only receive a partial or no refund, depending on its market value upon return.
To receive a full refund, the item must be tested and returned in essentially the same condition as when received.
We recommend returning items in original packaging.
Missing original packaging may result in a reduction in the item's value.
REFUND PROCESS
If you cancel your purchase, we will refund the full purchase amount, minus any reduction due to diminished value.
All payments received from you, including delivery charges (except for any extra costs from choosing a delivery option other than the standard we offer), will be refunded without undue delay and no later than 14 days from when we received your cancellation notice.
Refunds will be issued using the same payment method you used for the original transaction unless agreed otherwise.
We may withhold the refund until we have received the item back or until you've provided documentation of return.
Return to:
Ryhavevej 50a, 8210 Aarhus, Denmark
Email: support@carecph.com
We only accept packages sent directly to our address.
COMPLAINT OPTIONS
If you wish to file a complaint about a product or service, you can contact:
Center for Complaint Resolution, Nævnenes Hus
Toldboden 2, 8800 Viborg, Denmark
You can file a complaint through the Complaints Portal for Nævnenes Hus:
https://kpo.naevneneshus.dk/
Requirements:
-
The item/service must have cost at least DKK 1,110 and no more than DKK 100,000.
-
A fee applies to file a complaint.
If you are an EU consumer living outside Denmark, you can submit a complaint via the EU Commission's Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr/
You must provide our email: customerservice@carecph.com
PRIVACY POLICY
When you shop with us, we collect the following information:
Name, address, phone number, and email address.
We register and share only the personal data necessary to deliver the product to you.
Your data is stored by Care Copenhagen for five years, after which it is deleted.
We also cooperate with trusted partners who store and process data on our behalf and not for their own use.
These partners are located within the EU or in countries that ensure an adequate level of data protection.
Data Controller:
ToTheMoon ApS
You have the right to know what data we hold about you.
If you believe the data is inaccurate, you may request corrections or deletion.
In some cases, we are obligated to delete your personal data if it is no longer necessary for the original purpose.
You can contact us regarding your data at: customerservice@carecph.dk
STANDARD WITHDRAWAL FORM
(This form should only be filled out and returned if the right of withdrawal is used)
To:
carecph.com
Address
Zip code & City
Email: customerservice@carecph.com
I hereby notify that I wish to exercise the right of withdrawal in relation to my purchase of the following items/services:
Ordered on: ______________________
Received on: ______________________
Customer’s name: ______________________________________
Customer’s address: _____________________________________
Customer’s signature (if submitted on paper): _______________________
Date: _______________________
Last updated: April 19, 2025