Terms of service
Here are our terms and conditions ("Terms") that apply when purchasing an item at shop.team-dsm.com ("Website"), which is operated and owned by:
("Team DSM official store")
Phone: +45 89 87 89 09
Monday - Thursday: 9:00 - 17:00 (9 am - 5 pm)
Friday: 9:00 - 16:00 (9 am - 4 pm)
Saturday & Sunday: Closed
Our timezone is Central European Time (CET/GMT+1)
At Team DSM official store, we strive to ensure you a great experience. As such, we have made an effort to describe the Terms as understandable as possible. We have therefore highlighted, in italics, the places where you need to pay extra attention.
We recommend you read the Terms carefully before shopping on the Website. In case you cannot find answers to your questions below, feel free to contact us at any time.
2. HOW TO ORDER
You must be 18 years of age to shop on the Website and hold a valid debit card, which we accept. If you have not yet turned 18, you can only purchase items at our Website if you have obtained your guardian's consent or otherwise have a legal right to purchase item(s) on our Website.
To place an order on the Website, you must complete the following steps that are stated on the page named "Ordering & customs".
Please note that you are solely responsible for ensuring that the information you provide, e.g. the delivery address, is correct.
3. PRICES AND PAYMENT
All prices are incl. VAT and other taxes. Prices are daily prices, and we point out that prices are subject to change without notice, e.g. as a result of sales, promotions, or the like.
You can pay using the payment methods listed on the Website during the ordering process. We do not charge a fee for payment and the amount is only deducted from your account when the item(s) are shipped. You will never pay more than the amount you have approved at the time of the purchase.
4. SHIPPING & DELIVERY
We deliver to 70 countries worldwide. You can see which countries on this list. Read about Brexit details if you order from the UK here.
Our packages are shipped with UPS or FedEx, depending on your choice and the delivery country and are insured with a tracking number. Your tracking number can be found in the mail and text you receive after the purchase.
Our shipping prices are based on the package’s total volume weight and will always appear in the ordering process when you choose your preferred delivery method. You can see our delivery prices here.
We offer free shipping on different order thresholds depending on your country. Only our cheapest shipping method will be for free. You can see more about our free shipping thresholds here.
Please notice that if your destination country is outside the EU (except the UK), you will have to pay your local custom duties before you can have the package delivered.
Unless otherwise stated in relation to the chosen item(s) or during the ordering process, we will deliver your item(s) within our estimated time of delivery. You can read more about our delivery times here.
Delivery of your item(s) is considered to have taken place when you have received the item(s)/package - and from this point on, the customer is solely responsible for the item(s)/package.
When you order products in advance (”pre-order”), you are ordering a product that is not in stock. Therefore, you should expect a longer delivery time for this product. Depending on the product, it will only be produced based on the receipt of your pre-order.
You will always be able to find the expected delivery time for the product on the product page, and in your cart.
You can only order pre-order items alone in the same order. If you want to order both pre-order items and in-stock items at the same time, the items should be ordered separately in two different orders. That way, the order with in-stock items will be processed normally, while the order with pre-order items will be sent only when we receive the items in stock.
Please note that we normally only capture the payment for your order as soon as it is shipped from our warehouse. But for pre-orders, we will capture the payment for the entire order before shipment, and therefore there will be a pre-payment of the order.
Please note that if Team DSM official store (as the payment recipient) subsequently can not deliver the product as a result of Team DSM official store's bankruptcy, the consumer may risk losing the opportunity to claim a refund under the Danish payment law § 112 from their provider.
6. RIGHT OF WITHDRAWAL (APPLICABLE TO CONSUMERS ONLY)
We offer you an extended right of withdrawal so you can cancel your purchase without justification within 30 days of receiving the item. Upon receiving your order, you may only handle the item so that you can determine the nature of the item, their properties, and the way they work.
The withdrawal period expires 30 days after the day you - or another recipient you have chosen - receive the item in physical possession. If you have ordered several items in the same order and cannot deliver all the items simultaneously, the withdrawal period starts the day you receive the last item in physical possession. If the deadline expires on a public holiday, Saturday, Sunday, Constitution Day, Christmas Eve or New Year's Eve, the deadline is extended to the following working day.
Please note that the right of withdrawal does not cover business purchases. If the billing address constitutes a business address, and/or if there is a company name or VAT number related to the billing address, the order is considered a business purchase.
Exceptions to the Right of Withdrawal
In relation to some specific items, we cannot offer any right of withdrawal or you may lose your right of withdrawal. The following items are excluded from the right of withdrawal:
- Items that are made to your specifications or have an evident personal touch.
- Sealed goods, which for health or hygiene reasons are not suitable for return when the seal is broken after delivery. This will apply to our energy products for example.
Withdrawal of a part of the purchase
If you have purchased several items from us on the same order, you have the option of returning one or more items even if they were purchased in one order. Please note that you will not be reimbursed for shipping costs if you withdraw part of your purchase and want a refund. See more under the section "Returns".
How to exercise the right of withdrawal
To exercise the right of withdrawal, you must, within 30 days of receiving the item(s), give us clear notice that you want to use your right to withdraw. The withdrawal period is met if you send your notice before the period has expired.
Please send us an email if you wish to withdraw your order. You can also use the standard withdrawal form, which is found at the end of these terms and conditions, but it is not mandatory.
We make refunds on the same payment method you used for the original transaction.
You cannot withdraw your purchase by refusing to receive the item(s) or by failing to pick it up. For example, if you do not pick up your item(s) in a parcel shop without notifying us, and the item(s) are delivered back to us, we will contact you and clarify whether you maintain the purchase or whether you want to withdraw the purchase. If you regret your purchase, we will deduct the amount for return shipping when processing the refund.
7. RETURNS AND RETURN COSTS
Should you regret your purchase, it is easy to return the item(s) to us. You can follow our guide here, and send your item(s) to us. Item(s) must be sent no later than 14 days after you have notified us.
You must pay for the return of the item(s) yourself. You can easily choose a prepaid return label while you make your return to us - just follow the instructions on our return page. A prepaid return label cost starts from EUR 10 depending on your shipping country. If you have a voucher, it is free of cost to use our return label.
Please note that we do not accept packages sent by C.O.D. service or packages shipped without delivery. This means that we do not pay for shipping costs upon receipt of a package, and we do not pick up the parcel if delivered to a post office/parcel shop.
If you choose not to use the prepaid return label (and thus bear all costs connected with the return shipment), you must enclose a copy of the order confirmation or other documentation for your purchase and send the goods to our warehouse.
When returning, make sure the item is securely wrapped when you return it. You bear the risk for the package/item(s) until we receive them. Therefore, save the postal receipt and possibly track & trace number. If you send a return with our return label, there is an automatic track & trace number on it. You are only liable for a possible deterioration of the value of the item(s), which is due to different handling of the goods than what is necessary to determine the nature of the item(s), the properties of the item(s) and/or how it works. The item(s) must be returned in the original packaging. The packaging must be opened but not destroyed. If the packaging is missing or damaged, it may constitute an impairment for which you are liable.
If you regret a purchase, you will get back the total amount you have paid for your order (shipping fees are only refunded to EU customers, and duty fees are never refunded). If the item(s) is impaired or damaged we will deduct the amount liable to you.
We transfer all refunds to the same method of payment that was used in the original transaction unless you have specifically requested otherwise. We may withhold the reimbursement until we have received the returned item(s) unless you have provided proof of return.
Note that you may lose all or part of your purchase amount if the value of the item(s) is impaired. This happens if the value of the item is degraded because:
- you have actually used the item(s)
- it has been damaged while you were responsible for it
- you have handled the product in a different way than necessary to determine the nature of the item(s), the properties of the item(s), or/and how the item(s) works.
8. NOTICE OF DEFECTS
When you shop as a EU consumer, you have a two-year warranty from receipt of the item if the item is defective. A defect is, for example, a manufacturing defect, or incorrect information about the item. Ordinary wear and tear or damage you have inflicted on the item will not constitute a defect.
If the item is defective and you complain on time, you have the right to have the item repaired or replaced. If this is not possible within a reasonable time you can either get a full refund or a reduction in the price.
If you discover a defect, you must complain within a "reasonable time" after you have discovered the defect. If you complain within two months after discovering the defect, the complaint will in any event be considered timely. For item(s) with limited durability, your warranty is limited to the period stated by Team DSM official store.
Exercise of warranty right
If you wish to exercise your warranty rights, please contact our support at firstname.lastname@example.org or +45 89 87 89 09.
The defect item(s) must always be sent back in proper packaging and we only accept packages sent directly to our address (see above in section 1). In case you do not use our return label, remember to receive a receipt for shipping, to reimburse your shipping costs.
When you return the item(s), please enclose a detailed description of the problem as well as a copy of the order confirmation or other documentation for your purchase. In addition, please provide us with the details of the bank account to which the refund is to be transferred.
If we cannot agree on what you are entitled to, you have the following complaint options:
- A complaint about a product or service can be submitted to the Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg. You can appeal to the Center for Klageløsning here. If you do not possess NemID (Danish digital ID) you can make contact to email@example.com.
- The EU Commission's online complaint portal (for consumers residing in another EU country). Complaints are filed here. When submitting a complaint, you must provide our e-mail address: firstname.lastname@example.org.
10. GIFT CARDS
Gift cards for www.shop.team-dsm.com are unless otherwise provided in the gift card, valid for two years. Any residual value can be redeemed in cash for up to one year after the gift card expires. If you want cash redemption of a gift card before the expiry of the period, a fee of EUR 4 will be charged to cover the costs of redemption.
11. PRODUCT INFORMATION
If provided, check the product descriptions from the Website. Any further information or advice from us is guidance solely. Team DSM official store guarantees that the item(s) is labelled in accordance with the specific labelling rules.
12. APPLICABLE LAW AND COMPETENT COURT
These Terms are subject to Danish law, including the Danish Sale of Goods Act (in Danish: “købeloven”). The International Convention on Contracts for the International Sale of Goods (CISG) shall not apply. All disputes relating to the Terms are to settled with Danish law in the ordinary Danish courts.
The above does not apply to the extent that mandatorily applicable rules provide otherwise.
14. STANDARD WITHDRAWAL FORM
(this form is completed and returned only in case the right of withdrawal is exercised)
To: CYKOM ApS, Islevdalvej 100H, 2620 Rødovre, Denmark.
I/we hereby announce that I/we wish to exercise the right of withdrawal in connection with my/our purchase with order no. [_________] for the following item(s):
[Specify every item no. and item title]
Ordered on [_________] /received on [_________].
Consumer name/Consumer names:
Consumer's address/Consumer addresses:
Consumer signature/Consumer signatures (only if the contents of the form are stated on paper):
Our Terms and Conditions were updated on January 10, 2023.