Customer service

GENERAL INFORMATION

 

What is the price for postage?
For orders over 45 DKK we provide free postage to addresses in Denmark. For international orders, postage is DKK 300 per shipment. In case of large purchases (XX kg.), the additional postage fee is calculated per. Kg according to PostNord’s prices.

How can I pay for my goods?
You can use all common credit card or you can pay by MobilePay.

How long is the delivery time?
SCHARF receives your order and packs the shipment on the same day (on weekdays). GLS delivers the parcel to you and it can take anything from 1 to several days, depending on how far the postal service is going to travel to find you.

How secure is my information
SCHARF never has your payment information. It is either Stripe, Paypal or the bank (depending on the payment method you choose) that ensures secure transfer of your data. The SCHARF store runs on a secure and encrypted connection. Thus, you are absolutely sure that your data is processed in the best possible way.

Where can I learn more?
You will find all information about our personal data policy, shipping, returns etc. in our Customer Service. Click here.

Do I receive an invoice on my order?
Yes, indeed. Our system prints an invoice, and you will receive this by email – on the email address you have registered in the store, after completing your purchases.

WE USE GLS FOR DELIVERY IN DENMARK AND EUROPE

The following sales and delivery terms apply to purchases of goods at www.cjproline.com for delivery in Denmark (with the exception of Greenland and the Faroe Islands) and international orders.

Ordering and payment

SCHARF.dk is open 24 hours a day, so you can almost always shop. However, in some cases maintenance is needed and we may close the store for a short period of time.

You can only make purchases when the store is open and available.

To shop at scharf.dk, you must be 18 years old and in possession of a valid credit card that we accept.

If you have not reached the age of 18, you can still purchase goods if you have obtained your guardian’s acceptance and/or otherwise have the legal right to shop.

You choose the items you want to purchase and add them to the “shopping cart”.

Right up to the actual ordering, you are able amend the contents of the shopping cart, and you can continuously check the content and the price of the items.

Any additional payments for e.g. postage and card fees will only be calculated immediately before you are ready to pay.

When you are ready to order, click “Checkout” where you enter your name, address, email address, phone number, payment method and then choose the delivery form.

You can change content in the shopping cart until you confirm your purchase by clicking the “Order and Pay” button. Then your order goes on to SCHARF and can no longer be changed.

You are required to provide a correct address for the delivery of the goods. If the address you provide cannot be confirmed, SCHARF reserves the right to withhold delivery and cancel the order.

Cancellation of orders
SCHARF may cancel an order if it is not possible to deliver the ordered item. You will be notified if such a situation should arise, any payment or reservation made on a payment will be returned/canceled.

Receipt for order and order confirmation
Once you have ordered an item with us, you will receive an email receipt of your order. However, a binding purchase agreement will only be valid once you have received an order confirmation/sales receipt from us.

14-day returns guarantee
When you shop at SCHARF, you usually have 14 day returns guarantee whereby you can inform us that you regret the purchase and then return the goods to us.

The returns guarantee is valid from the day you receive the goods. If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas eve or New Year’s Eve, the deadline for the is extended to the following day.

After receiving your goods, you may only handle them in such a way that you can determine the nature, features and the way in which they work.

Some goods are not covered by the returns guarantee, or you may lose your right using the returns guarantee. The following items are excluded from the rights guarantee:
Sealed goods which, for health or hygiene reasons, are not suitable for return when sealing is broken after delivery (always applies to care products and supplementary feed).

In order for the returns guarantee to be valid, you must provide us with a written notice within 14 days of receipt of the goods by unambiguous statement that you wish to make use of the returns guarantee.

Returns
If you regret a purchase, the goods must be returned to us by using the same freight forwarder who delivered the shipment to you: GLS – https://gls-group.eu/DK/en/home

When returning, please ensure that the items are properly wrapped. You are responsible for the package/goods until we receive it. Therefore, save a receipt from the freight forwarder and possibly a track and trace number.

You must pay the cost of returning the items if you regret your purchase.

IMPORTANT
We expect you to return the goods as soon as possible after you have notified us about the cancellation, and you must return them within 3 days after you have cancelled.

Please note! We do not receive packages sent COD (cash on delivery) or similar.

You must enclose a copy of the order confirmation or other documentation of your purchase.

Refunds
When we receive the goods, we will check it and you will be refunded the amount you have paid at the time of purchase, but the postage may be deducted.

The amount will always be transferred via same payment method with which you paid the purchase. For example, if you have paid with a card, the purchase amount will be returned to the same payment card.

 

PLEASE NOTE:
You may lose your payment, in whole or in part. This happens if the value of the product is impaired because:

  • You actually used the product
  • The item has been damaged while you were responsible for it
  • You have handled the item differently than necessary to determine the nature, features and the way in which they work
  • The returns restrictions have not been adhered to regarding sealing, item type, etc.

Complaints – If something is wrong with the item
Your purchase is subject to the Danish purchase law “købeloven”, including the rules on deficiencies.

This means that you can either get a defective item repaired, exchanged, the money back or reduction in the price, depending on the specific situation.

Obviously, it is a requirement that the complaint is justified and that the defect has not arisen as a result of an incorrect use of the product or other damaging behavior.

 

You must contact us within “reasonable time”
You must complain within “reasonable time” after you have discovered the defect of the item. We recommend that you notify us as quickly as possible and within 14 days after the defect was detected.

You can notify us by sending an email to info@scharf.dk or by telephone at +45 22 21 74 07.

In order for us to review your complaint, we ask you for the following:
1. Send us a brief description of how the damage or defect has occurred. Please note that you should contact our customer service as soon as you discover the defect.

  1. To document the defect, you must send 4 to 5 pictures together with the description.
    The defect must be clearly stated on at least one of the images. In addition, please ensure your photos show the entire product, both the front and the back.
  2. Send the pictures by email to info@scharf.dk
  3. Please indicate which order number the item was purchased on – or attach a copy of the order confirmation / receipt
  4. After receiving your pictures, we will process your complaint as soon as possible.

In case you have to return item(s) please send the goods to:

CJ Proline ApS / SCHARF
Lyngdalen 2
DK-2850 Nærum

(Please note: Packages cannot be delivered personally at this address)

For legitimate claims, we will refund reasonable postage costs
Please remember that the item must always be sent in proper packaging and please ensure you have a receipt for dispatching.

The responsibility for the package / goods is yours until our receipt of the goods. Therefore, please save mail receipt including information on postage costs and, if applicable, the track and trace number.

Please note! We do not receive packages sent COD (cash on delivery) or similar.

In order to shop at SCHARF, you must provide the following information:
• Name
• Address
• Email address
• Phone / mobile number

The above data is stored with information about which items you have purchased for 5 years from the end of the fiscal year to which the information relates, cf. section 10 of the Danish Public Administration Act “bogføringslovens”, after which the information is deleted.

If you have created a login to be able to carry out self-service with us, your personal information and order information will not be deleted unless you ask us.

Information is not disclosed or sold to third parties unless this happens in connection with a restructuring or a full or partial sale of the company. Possible disclosure in such a situation will be in accordance with the personal data law currently in force.

As a customer you have the opportunity to gain insight into our registration of data about you and you may object to a registration pursuant to the rules on this in the Personal Data Processing Act and inquiry in connection with this should be directed to CJ Proline ApS / SCHARF by e-mail info@scharf.dk

SCHARF never has your credit information.

Cookies
By using SCHARF you agree that we use cookies. A cookie is a small data file that we put on your computer to keep track of what happens during your visit and to recognize the computer. A cookie is not a program and does not contain viruses.

In the event that the Customer breaches obligations under these terms of sale and delivery, SCHARF may discontinue or restrict your use of the SCHARF website, and orders will not be allowed.

Amongst other things, the following factors are considered to be significant breaches

  • The customer gives false information about name, address, e-mail address, telephone number
  • The customer is harassing SCHARF, our employees or our customers

Appeals
If you want to complain about your purchase, please contact SCHARF or phone +45 22 21 74 07.

If we are unsuccessful in finding a satisfactory solution, you can, if the conditions are met, submit a complaint to the Danish consumer complaints board.

Law and jurisdiction
Purchase of goods on SCHARF is subject to Danish law. Any dispute will be settled by the ordinary Danish courts.

There is a 14-day returns right from the day you received your item, after which the goods must be returned to SCHARF within 14 days. The returns right can only be exercised if the goods are returned in unopened condition and in the same amount as when you received them.

The returns right will therefore lapse if you use the goods in a way that clearly reduces the value of the product significantly.

IMPORTANT: Custom-made / customer-specific items are not granted return / withdrawal rights, as these are manufactured according to measurements or instructions that fall outside of the shop’s general merchandise basis.

You can cancel your purchase by refusing the receipt of the item. Once the item has been returned and approved, the purchase price will be refunded to your account within a few days. Return costs must be borne by yourself.

Returns are to be sent to:
CJ Proline ApS / SCHARF
Lyngdalen 2
DK-2850 Nærum