Terms and conditions

Terms of sales and delivery (terms of trade)

These terms of sale and delivery apply to the purchase of goods at ciha.shop

ciha.shop is owned and operated by

CIHA ApS
CVR 38219898
Skovstjernevej 33
8920 Randers NV
Denmark

Phone +45 88 44 43 44
Email info@ciha.shop

Payment and delivery

Payment

CIHA accepts payment with Dankort, Visa, Mastercard, Mobilepay and Viabill. The amount is only withdrawn once the goods have been shipped. We do not charge a fee for any of our payment methods. Once you have ordered an item, you will receive an order confirmation for our receipt of your order as well as another email once it is concluded and shipped from our warehouse.

No credit card information of any kind is stored. At no time can CIHA withdraw more than the amount you have accepted in the shopping basket.

Prices are stated in Euro. Shipping costs will be added on top of the price. You select the shipping method at the end of the order process.

 

Discount coupon

If you have a discount coupon, this is entered at checkout in the field “coupon code” just below the product in the left corner. Once you have entered your discount code, click “apply coupon”. This will automatically deduct the discount from your order and will also appear on the order confirmation.

If, unexpectedly, your discount code doesn’t work, make sure of the following:

  • Remember that you can only use one discount code per order.
  • Some discount codes are personal and may only be used by the person in question
  • Some discount codes do not include the special offers category or other selected categories/items
  • Some discount codes can have specific conditions – e.g., they may require you to shop for a minimum amount.
  • The code may be available for a limited time only

All conditions for the usage of a discount code can be found where it is published – e.g., a newsletter, website or our social media. The discount does not apply retroactively or to already discounted items, and cannot be combined with other discount codes. Please be aware that the item will not be reserved when you place it in your basket. It may therefore occur that the item has sold out when you arrive at the checkout. To guarantee your order, you must complete the order.

Is your discount code not working? Contact us by email at info@ciha.shop or phone +45 88 44 43 44

 

Delivery

CIHA are committed to delivering items within 2-4 working days. We strive to ship your package the same, or no later than the next business day, after ordering. We deliver parcels with GLS and PostNord.

Large deliveries such as dollhouses, large play sets and play kitchens are delivered with drop shipment from our external warehouse. Here, there is an expected delivery time of 3-4 working days.

In the event of backorders or other circumstances where delivery can be expected to be delayed, you will be contacted by an employee from CIHA. If your order is urgent and you need your items before a certain date, it is a good idea to write this in the comment field when you place your order.

We deliver to the Faroe Islands, Greenland and the rest of the world. The actual shipping is paid by the customer, regardless of order size.

Are you in Germany, order from our German website www.ciha-shop.de
Are you in Norway, order from our norwegian website www.ciha.no
Are you in Sweden, order from our swedish website www.ciha.se 

All other orders are subject to the following:
Private parcel distributed by PostNord: DKK 69
Business parcel with GLS orders under DKK 700: DKK 39
GLS Parcel Shop on orders under DKK 700: DKK 39
GLS private distribution on orders under DKK 700: DKK 49
International parcels – price and carrier depend on recipient country. Price is calculated according to kg – where the highest kg either in weight or volume determines price.

For delivery abroad – incl. Greenland:
For delivery to the Faroe Islands, Greenland and the rest of the world, the applicable shipping fee is paid by the customer, regardless of order size. As a rule, CIHA uses DKK 200 for international packages. This amount is reserved on the payment card, but only the applicable amount is deducted before payment is sent to Clearhaus. Before the parcel is shipped and the payment card is debited, the customer is contacted for approval of any shipping fees exceeding DKK 200. If shipping fees are less than DKK 200, a smaller amount will be deducted from the card.

CIHA primarily sends packages with PostNord and GLS, but other carriers may be used.

CIHA always chooses the cheapest form of delivery. For overseas countries, this will mean that the order is sent by ship. If you wish to have your package delivered by air, please note this in the comment field. In this case, CIHA will obtain a price and contact you if the price exceeds 200 kr.

 

Right of withdrawal

You have the right to withdraw from your purchase within 14 days.

The withdrawal period expires 14 days after the day on which you or another person of your choice (but not the carrier) receives the goods in physical possession.

If you have ordered several items in an order and we cannot deliver the items at the same time, the cancellation period runs from when you or another person of your choice (except the carrier) takes physical possession of the last item.

If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year’s Eve, the deadline is extended to the following working day.

If your purchase is a gift, please feel free to contact us and we will extend the right of withdrawal.

Please note that you will not be reimbursed for the delivery costs if you withdraw from your purchase.

You are only liable for any deterioration in the value of the item that occurs due to handling other than that which is necessary to determine the item’s nature, properties, and the way it works. In other words – you can try out the item in the same manner as you would in a physical store.

If the item has been tried out in a greater capacity than that described above, we consider it used, which means that upon cancellation of the purchase, you will only receive part or none of the purchase amount back, depending on the commercial value of the item. You must return the item in the original packaging

In order to receive a full refund, you must handle the item to the same extent as you would in a physical store. You may try out the product, but not take it into actual use.

 

How to exercise your right of withdrawal

You exercise your right of withdrawal by notifying us of your withdrawal before the end of the withdrawal period. You can send an email stating that you wish to exercise this right to info@ciha.dk.

You cannot exercise this right by refusing to receive the item or by failing to pick it up without at the same time giving notice of your withdrawal.

You can fill out and submit our standard withdrawal form, but this is not mandatory. If you do, we will provide acknowledgment of the receipt of your withdrawal form immediately via email. You can also enclose a copy of your order confirmation in the parcel.

The withdrawal period is complied with if you notify us that you wish to withdraw from your purchase before the withdrawal period has expired.

 

Return of the item and return costs

If you wish to withdraw from the purchase of an item, you must send the item back to us at the following business address:

Ciha Aps, att. Retur
Neptunvej 18
8960 Randers, Denmark

We recommend that returned items be returned to us as a tracked parcel. Always remember to pack the shipment properly so that it is not damaged during transport.

This must be carried out without undue delay and no later than 14 days after you have notified us that you wish to cancel your purchase. The deadline is considered met if you return the goods before the end of the 14 days.

You will lose your right of withdrawal if you break the seal on toys that give off sound or light. If the purchase of goods is to be withdrawn from, the goods must not have been used to an extent that results in a deterioration in the value of the goods.

You are liable for any return costs. You are responsible for the item once delivered, and must therefore make sure to package the item securely when returning it. Once the item has been returned, the purchase price will be refunded to your account within a few days.

Items cannot be sent via cash on delivery or without the use of a distribution provider.

You can find prices for several distribution providers. Please note that the parcel must be delivered to the business address.

 

Repayment of money

Upon withdrawal from your purchase, we will refund the payment received from you.

We will refund the amount without undue delay and in any case within 14 days from the date on which we received your notice of withdrawal. However, we may withhold the refund until we have received the returned goods, or until you have submitted documentation that the goods have been returned.

We will make such a refund using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise. In any case, you will not be charged any fees as a result of the refund.

 

Complaints

If you buy an item and find that it has a defect – e.g., material or manufacturing defects – the rules of the Danish Purchase Act apply.

You can complain about the item’s defects within 24 months from the time of delivery by contacting us at info@ciha.shop or telephone +45 88 44 43 44.

We ask you to state in as much detail as possible what the problem is. This is not a requirement, but it makes it easier for us to find the error, and minimises the processing time for complaints. While this is not a requirement, the processing of complaints is accelerated if adequate information accompanies the parcel – such as a copy of the order confirmation, a copy of any prior correspondence and the completion of a returns/complaints form, etc.

If the complaint is justified and the defect cannot be remedied without returning the item, we will send you a prepaid parcel label.

Remember that the item must always be sent in secured packaging and to obtain a receipt for shipment. Save postal receipts including information about shipping costs and any track and trace numbers.

Return of goods is to be made to the address below – please note that we do not accept parcels sent by cash on delivery.

Pakkecenter Nord
FAO: Ciha / Retur
Aalborgvej 14
9700 Brønderslev

We recommend that returned items be returned to us as a parcel with tracking. Always remember to wrap the shipment well so that it is not damaged during transport.

 

Information on complaint options

If you wish to complain about your purchase, please contact CIHA. If we do not succeed in finding a solution, you can submit a complaint to the Center for Complaint Resolution, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can complain to the Center for Complaint Resolution via www.forbrug.dk.

The European Commission’s online complaints portal can also be used to lodge a complaint. This is particularly relevant for consumers residing in another EU country. Complaints can be submitted here – http://ec.europa.eu/consumers/odr/. When submitting a complaint, you must state our e-mail address info@ciha.dk.

 

Transport damage

In the event of damage occurring during transport, we encourage you to report this immediately to the carrier and also to CIHA, as we are liable for the defects in the goods that occur during transport.

If the package is visibly damaged on receipt, it is a good idea to either refuse receipt, or state on the cover letter that reservations are made for the receipt of the goods in the event of damage to the goods resulting from transport damage.

If in doubt, contact CIHA. If you discover damage caused by transport after delivery, you must notify us within a reasonable amount of time if it has reduced the value of the item.

 

Reimbursement

In the event of agreed reductions, returned goods or prepaid goods that are canceled, you will of course be refunded the amount you paid to us. In the event of an depreciation in value for which you are liable, this amount will be deducted from the purchase price.

If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (but excluding additional costs resulting from your own choice of a delivery method other than the cheapest standard delivery method we offer), without undue delay and in any case no later than 14 days from the date on which we receive notification of your decision to withdraw from this agreement. We will make such a refund using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise.

We may withhold payment until we have received the returned item, unless you have provided earlier documentation that you have returned it.

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