Terms and conditions

Contact information

Sus Univers - eKvator Trading ApS
Hovedgaden 55B
2970 Hørsholm
Denmark
 
Mail: info@susunivers.dk

CVR-no.: 36039213

Purchase and delivery of pattern (digital product)

When you buy a pattern, you will be sent an order confirmation and an email with a link from which you can download the pattern, which is a pdf file.

Please pay attention to whether you have entered your email address correctly, otherwise you will not be able to receive your order. If you do not receive emails after purchase, contact us by email: info@susuinvers.dk

Purchases of digital goods are not refundable, including patterns sent via e-mail and patterns downloaded from our website.

When purchasing digital goods/patterns, you also accept that your 14-day right of withdrawal on the digital product will expire.

All patterns purchased on www.susunivers.dk are for private use only and may not be shared, copied or used for resale, and the finished knitted products may not be marketed for resale.

Delivery of physical products

Your order will typically be shipped the same day or at the latest the day after we receive your order.
We pack and ship orders every weekday, unless these fall on a public holiday/closed day.

Orders placed at the weekend or on public holidays will be dispatched the next working day.
In connection with holidays and public holidays as well as during campaign periods, longer delivery times may occur.
The freight is calculated based on weight.

Shipments to Denmark:
All shipments are sent with GLS, with a delivery time of 1-2 business days.
At check-out, you can choose the nearest GLS parcel shop.
 
Shipments to other countries:
Contact us if you wish to ship to countries other than Denmark.
 

Payment

Payment can be made via credit cards Visa/Dankort, Visa, Visa Elektron, MasterCard and Maestro or MobilePay.
The amount is withdrawn from your card when the item is dispatched.

All amounts on the website include VAT.

The website uses the following currencies for pricing: Denmark - Kroner (DKK)

We use a secure payment server that encrypts all information with SSL protocol, which means that your data is secure and cannot be read by third parties.

If you pay with an international payment card, the amount is reserved immediately.
The payment is reserved on your card or account until:
1) we withdraw the amount when we send the item, or
2) until the money is released according to agreement with your card issuer.

A reservation on Mastercard (or VISA Electron) debit card will always be 30 days.
 

Right to withdrawal on physical products

Requests to use the right of cancellation must be sent by email to info@susunivers.dk
or use the standard withdrawal form, which you will find a link to at the bottom of the terms and conditions.
You will then receive information on how to return the order.

As a consumer, you have a 14-day right of withdrawal when you shop physical products with us.

The cancellation period expires 14 days after the day you received your item. If you have ordered several different items in the same purchase, but they are delivered individually, the deadline runs from the day you receive the last item. The deadline means that you have 14 days from receipt to notify us that you want to cancel your purchase. You cannot cancel the purchase by refusing to receive the item without notifying us at the same time. Uncollected packages or packages where receipt is refused are not considered valid use of the right of cancellation. Uncollected packages and packages where receipt is refused, return costs will be deducted from the amount refunded when we receive the order.

If the return of the package was a mistake, contact info@susunivers.dk.

If you have purchased several items from us, you have the option of returning one or more items, even if they were purchased in one order.

If you have obtained a volume discount and subsequently regret part of the purchase and no longer meet the condition for obtaining the volume discount, you will no longer be entitled to the value of the discount.

Please note that you will not get the shipping costs back if you regret part of your purchase.

Return

Once you have notified us that you want to cancel your purchase, you have 14 days to send the item back to us.

Any return costs are held by the customer, just as the customer is liable if damage occurs during transport.

How to return
When you return the products, you must include the following information:

Name
Address
Email address
Order number

Please send to our return address with a shipping company that delivers within normal office hours.

Sus Univers - eKvator Trading ApS
Kildevej 13
2960 Rungsted Kyst
Denmark

Shipments sent to the parcel shop/parcel box are not received/collected and are not considered valid use of the right of cancellation.

We refund between 2 - 10 days after receipt.

We only receive packages that are sent directly to the return address.

The condition of the item when you send it back

Goods to be returned must be unused and in original, unbroken and intact packaging.

If the item has lost value and this is because you have used it in a way other than what was necessary to establish the nature, characteristics and way of functioning of the item, you can only get a part of the purchase amount back. The amount you can get back depends on the commercial value of the item.
 

Refund of the purchase amount

If you regret your purchase, you will get your money back. If the item is impaired, we deduct the amount you are liable for.

We will refund all payments received from you, including delivery costs (however, this does not apply to extra delivery costs in cases where you have chosen a different form of delivery than the cheapest form of standard delivery that we offer), no later than 14 days from the day on which we has received your message that you want to cancel the agreement.

We return the money with the same means of payment that you used for the purchase, unless we have agreed otherwise.

We can withhold payment until we have received the item, unless you send us documentation that you have returned it.
 

Right to complaint

There is a 2-year warranty on products in accordance with the Danish Sales Act. The right to complain applies to all defects in material and manufacturing. Contact us before sending the item.

The right of complaint does not cover errors, damage or wear and tear that have occurred due to incorrect use, incorrect washing and care of textiles, lack of maintenance or general wear and tear.

For complaints, errors and omissions, contact us at: info@susunivers.dk.
If your complaint is justified, this means that you can either get the item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation.

You must complain within a "reasonable time" after you have discovered the error. If you complain within two months of discovering the fault, the complaint will always be timely. When returning the item, please include a detailed description of the problem.

If the complaint is justified, we will refund your (reasonable) shipping costs. The item must always be returned in proper packaging. Also remember to get a receipt for shipping.

Damaged on delivery

If your order is damaged on delivery, you must contact us at info@susunivers.dk.
Include photo documentation of the damaged order.

Personal data policy/Privacy policy

We need the following information when you shop with us:
Name, address, telephone number and email address.

We register and pass on the personal data that is necessary to be able to deliver the goods to you.

The personal information is registered with Sus Univers – eKvator Trading ApS and stored for five years, after which the information is deleted.

We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes.

We only work with data processors in the EU or in countries that can provide your information with sufficient protection.

The data controller is eKvator Trading ApS

You have the right to be informed about which information we process about you.

If you believe that the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data if you ask for it. It can, for example, be if your data is no longer necessary in relation to the purpose for which we were to use it. You can also contact us if you believe that your personal data is being processed in violation of the law. You can write to us at: info@susunivers.dk.

Access to complaint

If you as a consumer want to complain about your purchase, you must contact info@susunivers.dk. If we are unable to find a solution, you can send a complaint to Nævnenes Hus, Toldboden 2, 8800 Viborg via the Klageportalen for Nævnenes Hus.

If you live in an EU country other than Denmark, you can complain to the European Commission's complaints portal here: http://ec.europa.eu/odr

The trading conditions were last updated on 15-10-24
 

Standard cancellation form

Click here for the standard cancellation form, which must be completed and sent to info@susunivers.dk