These complaint terms apply to consumer and business purchases of goods and digital services on compumail.dk. The site is owned and operated by:
Compumail ApS
CVR no. 26686091
Høgemosevænget 1
8380 Trige
Tel. 70252250
[email protected]
When you shop with us as a consumer, your purchase is covered by the Danish Sale of Goods Act rules on purchases of goods. This means that you have a 24-month right of complaint, of which the first 12 months are covered by the presumption rule. If you have made a business purchase, you have a 12-month right of complaint. Please note that some goods may have a warranty beyond the 24-month right of complaint. In such cases, the extended warranty is handled directly with the manufacturer.
If you wish to complain about your item under the right of complaint, you must create a complaint case before sending the item to us. You create a complaint case here.
If your complaint is justified, this means that you may either have the item repaired, replaced, refunded or receive a price reduction, depending on the specific situation. When you discover faults or defects in an item, you must submit your complaint within a reasonable time after discovering the defect. If you complain within two months after the fault has been discovered, the complaint will always be considered timely.
In certain cases, complaints are handled in cooperation with the manufacturer/service partner free of charge in the case of a justified complaint. In such cases, we recommend that the item is sent directly to the manufacturer/service partner for faster processing. When this is the case, it will be stated on our website when creating the complaint case.
NOTE: When complaint cases are handled by a manufacturer/service partner, the terms of the relevant partner will apply at all times. In the event of an unjustified complaint, you may be charged handling and service costs by both parties.
Please note that any labels, warranty marks etc. must under no circumstances be removed from the item itself. In such cases, the right of complaint may lapse.
The item must be received by us no later than 3 weeks after the complaint case was created. If this does not happen, the case is automatically closed in our system.
We also refer to section 78 of the Danish Sale of Goods Act regarding the procedure for complaints.
Processing time
We strive to handle all complaint cases within a reasonable time. A reasonable time is generally a few weeks, but there are cases where the processing time may be longer. These cases include, but are not limited to:
Unjustified complaint
Your complaint will be considered unjustified if the cause of the fault or defect is that the item has suffered physical damage, liquid damage or has otherwise been handled contrary to the manufacturer’s instructions. In such cases, you will be charged a fee of DKK 300 including VAT.
If, during the processing of your complaint case, we find that the fault is due to installed third-party software, you will be charged a fee of DKK 300 including VAT. Therefore, always remember to check whether the fault may be caused by programs, drivers or other software that was not originally installed on the item.
If we find that illegal or unlicensed software has been installed on the item, the complaint case cannot be processed, and you will be charged a fee of DKK 300 including VAT.
Assessments of justified or unjustified complaints are made by Compumail ApS or our partners.
If there is any doubt as to whether a complaint is justified, please send an e-mail to [email protected] and include your order number, fault description, serial number and photo documentation of the damage. If you are unsure whether a physically damaged item is covered by the complaint, please submit a photo and description of the damage before creating the complaint case.
Fault-free item
If the submitted item is tested as fault-free under the right of complaint by Compumail ApS or our partners, you will be charged a fee of DKK 300 including VAT. If our technical department needs to participate in the troubleshooting, this is charged on an hourly basis at DKK 500 including VAT per hour.
You may also be charged the fee if troubleshooting is required on complete PC systems that were not purchased, assembled or installed by Compumail ApS. If you do not want Compumail ApS to perform troubleshooting on the complete system, the defective item must be removed and sent separately.
Assessments of fault-free items under a complaint are made by Compumail ApS or our partners.
Incorrect and insufficient fault description
When creating a complaint case, you must provide as precise and complete a fault description as possible. If the fault description is incorrect or insufficient, you will be charged a fee of DKK 300 including VAT. Fault descriptions such as ”dead”, ”does not work”, ”no light” etc. are not sufficient.
Assessments of incorrect or insufficient fault descriptions in complaint cases are made by Compumail ApS or our partners.
Special rules for complaints regarding smartphones and tablets
For complaints regarding pre-owned devices and other smartphones or tablets where Compumail ApS handles the complaint, Find my iPhone/Find my phone and similar services must be deactivated, and all user accounts and passwords must also be disabled.
If this is not the case, you will be charged a fee of DKK 300 including VAT, and the item will be returned to you without further processing.
Right of complaint for business customers
If you specify the order type as a business customer, provide a CVR number on your order or enter the invoice address as a business address, you are considered a business customer.
The following special terms apply to business customers:
If an item is submitted as a complaint with the intention of returning it under the right of withdrawal, you will be charged a fee of DKK 300 including VAT.
Complaint cases must be sent to or handed in at our goods collection point at the following address:
Compumail ApS
Høgemosevænget 1
8380 Trige
Denmark
Write the RMA number you receive when creating your complaint case on the parcel. NOTE: Do not write directly on the original packaging. If you hand in the complaint case at our goods collection point, a copy of the original invoice must be enclosed, clearly marked with your RMA number.
If the complaint is justified in a consumer purchase, we will refund your reasonable and necessary shipping costs. Contact us after creating the complaint case and provide your RMA number to receive a return label for submitting the item. The easiest way to do this is by replying to the e-mail in which you received your RMA number.
The parcel must be sent with delivery to our address, and we recommend PostNord. Parcels delivered to a parcel shop or incorrect address will not be collected, and your complaint case will therefore not be processed. We advise against using DAO and similar carriers that use night delivery and delivery outside normal working hours.
Condition of the item when submitting a complaint case
Remember to pack the item securely together with all accessories (cables, adapters, remote control etc.) that came with the item you are complaining about. The item must be packed in the same way as when you received it. This means that electronic parts must be securely packed in anti-static bags, and any parts that were not part of the product upon receipt must be removed (SIM cards, USB dongles etc.).
Compumail ApS cannot be held responsible for lost or damaged original packaging that is included with the complaint case. Individual manufacturers and suppliers may have different procedures for rebuilding packaging and accessories.
Data loss
Loss of data/software must be expected when hard drives are submitted for complaint handling. Alternatively, we can, for a fee, investigate the possibility of recovering data. Please state this when submitting the item.
Compumail ApS disclaims all liability for lost data unless otherwise required directly by Danish law. To the extent that Compumail ApS may be liable, the liability is limited to direct loss and not indirect losses such as lost earnings, transport costs, operating losses, installation costs etc.
If there are discrepancies between what you ordered and what you received, you must contact us on 70 25 22 50, [email protected] or via our chat function no later than 48 hours after receiving the order.
If you have received a shipment from us with visible damage, you must notify us as soon as possible and no later than 48 hours after receipt on 70 25 22 50, [email protected] or via our chat function.
In the case of hidden damage, you must notify us as soon as possible and no later than 5 days after receipt on 70 25 22 50, [email protected] or via our chat function.
If your shipment is lost, you must contact us on 70 25 22 50, [email protected] or via our chat function.
At Compumail ApS, we try as far as possible to keep you updated throughout the complaint process. Everything is handled automatically and by e-mail.
If you made your purchase with a registered user account and subsequently created a complaint case, you also have the option to check the status of your complaint case during the process.
Please note that our support cannot provide you with more information than what is stated in our e-mail flows and/or on the website. If you still have questions or similar, you are welcome to contact us on 70 25 22 50, [email protected] or via our chat function.
The terms were last updated on 1 January 2022.