Terms and conditions
These general terms and conditions (the "Terms") apply when you as a customer ("You") place an order via www.palmdelux.se and www.palmdelux.com, and related pages, ("the Website"). Agreement is concluded between You and Dhilliss AB, address Surbrunnsgatan 26, 113 48 Stockholm, Sweden, company registration number SE559168-541601 (“Palm de Lux”).
You are always welcome to contact us by email to [email protected] with your query and your contact details and we will get in touch within 2 working days, but usually much faster. The Terms apply to You who are a consumer and who orders via the Website.
In accordance with the Swedish law, Palm de Lux does not accept any credit purchases to persons below 18 years of age. You must be minimum 18 years old to order on the Website. Palm de Lux reserves the right to deny or change your order (for example, if You have provided incorrect personal data and/or have any record for non-payment of debt).
Palm de Lux shall have no liability in case products are sold out as well as for any image and writing errors on the Website, for instance errors in technical specification, product description or inaccurate prices and price adjustments (such as changed prices from suppliers or change in currencies) or incorrect information regarding an item being in stock. Palm de Lux has the right to rectify any such errors and to change or update the information at any time. If an inaccurate price has been specified for an item You have ordered, Palm de Lux will of course notify You and await your approval of the amended price before Palm de Lux continues to process the order. All images on the Website must be considered solely as illustrations. Such illustrations cannot guarantee the exact appearance of the product. Palm de Lux is not responsible for any information by third parties provided for on the Website.
Palm de Lux reserves the right to amend these Terms at any time. Changes to these Terms will be published on the Website. Any changes apply and are considered to be accepted in connection with You making a new purchase or visiting the Website. However, Palm de Lux recommends that You keep yourself updated on our Website regularly to see any changes immediately.
2. Contracts and orders
A purchase agreement is concluded when Palm de Lux has confirmed your order by sending an order confirmation from Palm de Lux to your email address. If there are any errors in the order confirmation contact us immediately by email to [email protected] We reserve the right to amend orders if delivery for any reason cannot be made and if you have made multiple orders we reserve the right to merge your orders and deliver them in one package.
3. Shipping and delivery
Shipping cost applies for delivery both within and outside Sweden and the applied shipping cost is shown at the checkout. For orders with an order value exceeding SEK 800, we offer free shipping within Sweden. The delivery time is normally 3-6 business days outside of Sweden from the receipt of an order confirmation from Palm de Lux, provided the item(s) are in stock. The delivery time for non-stock item is usually longer and, unless otherwise specifically agreed, the delivery is made within 30 working days from the time Palm de Lux confirmed the order in writing through the order confirmation. We do everything we can to ensure quick deliveries, but due to external circumstances we may be forced to deviate from our delivery times.
The shipment arrives at your nearest Postnord or DHL service point and the package should be picked up within 14 days to prevent it from being returned. For items that You as a customer do not retrieve we charge a total cost of SEK 300 for shipping, return shipping and administration.
If an item has a deviating delivery time a remark of "non-stock item" or an estimated delivery time will be specified for each item. If a delivery takes more than 30 working days, unless otherwise specifically agreed, and the delayed delivery in not due to You as a customer, You have the right to cancel the purchase. We will do everything we can to fulfill your order. There might be times when it is impossible for us to fulfill the order, for example when our supplier or shipper cannot fulfill their commitment to us. We reserve the right to disclaim ourselves from all kind of compensation to Customers regarding delivery delays.
We take responsibility for items that are damaged during delivery to You. It is important that You immediately take a picture of the damaged items when You receive the package and make a claim directly with the shipper. You can also contact us within 7 working days and we will help You get compensation for the damaged item.
If You have not received your package within a reasonable time, contact our customer service and we will assist You further.
4. Prices, fees and payment
The prices stated on the Website applies when You order through the Website. Price information is specified in SEK and includes VAT for EU countries. VAT and duties are not included in the price for non-EU countries. Shipping cost is not included in the price.
On the Website payment methods are displayed through which You have the right to pay. Unless invoice payment or other similar payment method has been chosen by You and has been approved by Palm de Lux, Palm de Lux has the right to charge You in connection with the order. If invoice payment or partial payment is selected a credit check might be performed by Palm de Lux or its partners. You will in such case be informed of this. Palm de Lux reserves the right to not always offer all payment methods and to change payment method if the one You have chosen, for any reason, does not work at the time when You make the purchase. Any restrictions on payment options will be displayed on the Website.
Palm de Lux reserves itself for any errors in price information or otherwise on the Website. In case of any errors Palm de Lux reserves the right to amend them subsequently. We reserve the right for price adjustments, products sold out, inventory mismatches, technical problems, changes to technical specifications and any typographical errors on our Website or in our advertisements. We reserve the right to cancel erroneous orders. No changes are made after an approved order, your order will be approved after the checkout when we send You an order confirmation.
5. Right of withdrawal and returns
When products are purchased on the Website a statutory 14-days withdrawal period applies. You thereby have the right to cancel your purchase provided that You notify Palm de Lux within 14 days from when You, or your representative, received the goods ordered (the withdrawal period). Information on the legislated and applying right of withdrawal can be read here.
If a product has been sealed, You may not break the sealing if You wish to exercise your right of withdrawal. Thus, the right of withdrawal ceases when You break the sealing. A seal also includes any technical sealing (e.g. serial number).
If you want to cancel your purchase You must, before the withdrawal period ends, send an e-mail to Palm de Lux stating that You want to make a return and specify which items You want to return. The e-mail shall be sent to [email protected] and your message shall specify your name, your address, e-mail address, the order number and the goods to which the return applies. You may also use the standard form for execution of right of withdrawal that the Swedish Consumer Agency has developed (see www.konsumentverket.se).
In the case where You use your right of withdrawal, You have to pay for the return shipping costs as well as any duties and You are also responsible for the condition of the goods after You have received the goods as well as during the return shipping. You have 30 days to send the goods to us from the date when Palm de Lux received your message that you wish to exercise your right of withdrawal. The goods shall be shipped well packaged, in good condition and in original boxes and/or packaging. Any returns need to be sent to us in accordance with the methods and directions set forth on the Website. Depending on the destination, it may happen that You are subject to additional charges in order to receive your package. Such charges include VAT/local taxes, Customs & Duty charges, etc. The aforementioned fees are the sole responsibility of the customer, even in case of forced return, i.e. prior to the parcel being delivered to You. In case You require more information on this, please contact our customer service.
Upon withdrawal of purchase Palm de Lux will refund the amount You have paid for the returned goods, however any shipping costs and any other fees paid by the Customer will not be refunded. You are responsible for the return shipping costs, including any duties, in accordance with the freight table of the shipping company and You are responsible for the goods until it has been delivered to us. Palm de Lux does not accept any returns made against cash on delivery or any invoices on returned goods.
If You have handled the goods to a greater extent than necessary to determine its function or characteristics, Palm de Lux is entitled to deduct an amount from the amount to be refunded, corresponding to the depreciation in value of the returned goods which may amount to the full price of the goods.
Palm de Lux will refund the amount without undue delay, however no later than 14 days from the date Palm de Lux received your message stating an exercise of the right of withdrawal. Palm de Lux has however the right to delay the refund until Palm de Lux has received the goods. Provided that nothing else has been agreed or that there are no obstacles to repayment through the originally selected payment option, You will receive the money back through the payment option You chose when You made the purchase.
6. Warranty and complaints
You have 3 years warranty on goods purchased on the Website. The right to file a complaint applies to goods that are defect according to applicable consumer protection legislation. You must always contact us for an approval before returning a defective item. Any errors and defects shall always be reported to [email protected] where You specify your name, address, e-mail address, order number and a description of the defect.
The warranty only applies to defects that can be attributed to the production of the product and thus does not apply to everyday wear and tear, aging of the product or any fault arising upon or after any individual changes of the product’s function and appearance. A complaint must be filed as soon as possible after the defect was discovered.
Once a product, for which a complaint has been filed, is returned and the complaint is approved, Palm de Lux will compensate You according to applicable consumer protection legislation. Palm de Lux reserves the right to refuse a complaint if the goods are found not to be defective according to applicable consumer protection legislation. Palm de Lux strictly adheres to the guidelines of the National Board for Consumer Complaints, see www.arn.se. More information is available for reading at www.konsumentverket.se.
7. Limitation of liability
Palm de Lux is not liable for any indirect damages that may result from the product. Furthermore, Palm de Lux cannot be held responsible for any changes made to products / product properties by our suppliers and other factors beyond our control.
Palm de Lux is not liable for delays caused by circumstances beyond Palm de Lux's control, e.g. extreme weather conditions, acts of war, fires, general labor disputes, lightning, terrorist attacks, changed governmental orders, technical issues, defects in power / tele / data communication or other communication, and defects or delays in subcontractor services caused by the circumstances stated here. Such circumstances shall result in relief from damages and other measures. If any such situation should arise, Palm de Lux shall inform You accordingly both at the beginning and the end of the period for the current situation.
Palm de Lux has no control over, and accepts no responsibility for, the content of any third-party page to which the Website links to (i.e. to any page that is not operated by Palm de Lux). We provide such links only for your sake without warranty, expressed or implied, for the content of the pages.
Palm de Lux's total liability to You and third parties shall under no circumstances exceed a value of the greater of: i) SEK 100; or ii) 100% of a total amount You have paid us during the 12 months prior to the cause of the dispute arising. Palm de Lux cannot not be held liable (whether in agreements, infringement, neglect, restitution or any legal aspect of liability) in relation to your use or inability to use or delay to use the Website or content on it or available from it or from any action or decision as a result of using the Website or such content for any: (a) indirect or consequential losses, damages, costs or expenses; (b) loss of real or expected profit; c) loss of contract; d) loss of money use; e) loss of expected savings; f) loss of sales; (g) loss of goodwill; h) loss of reputation; (i) lost business; j) time loss; k) loss of opportunity; or l) loss of, damage to or corruption of data; whether such losses were reasonably foreseeable or whether we were informed that you might suffer such losses. For the avoidance of doubt, (b) and (l) apply regardless of whether such loss is direct, indirect or otherwise.
8. User terms
The Website and all its content is owned by Palm de Lux or its licensors. The information is protected by intellectual property and marketing legislation. Product names, trademarks, images, company name and graphics, design, layout and information of services, goods and other content may not be copied or used without the prior written consent of Palm de Lux.
Palm de Lux name and logos and all related names, design marks and slogans are ours or our licensors' trademarks or service marks.
Once You have registered on the Website You will be asked to create a username and password for your account. You must keep the password secret and contact us immediately if the password ends up in the wrong hands or if someone uses your email address or account without your permission or if You have knowledge of any other security issue. You agree that persons to whom You have provided your login details have the right to act on your behalf regarding the use of your account. Please keep in mind that You are completely responsible if You do not keep your password secret.
You must be registered with a valid personal email address that You regularly use, this so, for instance, we can send You information about your queries. An account created with someone else's email address or with a temporary email address can be closed without prior notice. We may require You to validate your account upon registration if we suspect that You have used an incorrect email address.
When You sign up for an account, and when You log into it afterwards, You can choose if You want to receive information mailings (e.g. newsletters or information on offerings). You can cancel your subscription to such mailing at any time through your account.
9. Applicable law and dispute resolutions
In the event where a dispute cannot be resolved with common understanding between the company's customer service and the customer, You as a customer can turn to the Swedish National Board for Consumer Complaints, see arn.se. For residents in an EU country other than Sweden, complaints can be submitted online via the EU Commission's platform for dispute arbitration, see http://ec.europa.eu/consumers/odr.
In the event of a dispute, we adhere to decisions from ARN or corresponding dispute resolution body.
Disputes concerning the interpretation or implementation of these general terms and conditions shall be interpreted in accordance with Swedish law.