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Terms and conditions

General purchase terms for consumer



1. General
1.1 These terms and condition (the “Terms”) apply between Pen Store Sthlm AB, corporate identity number 556797-0073 (”Pen Store”) and you who make an order from us via www.penstore.se, www.penstore.fi, www.penstore.no, www.penstore.dk and/or www.penstore.com (the “Website”). The terms apply only to you who are consumers and who carry out your order and thus buy a product from us via the Website.

1.2 In addition to the Terms, Pen Store’s privacy policy also applies, which can be found here. In the privacy policy you can read about how we process your personal data when you shop from us.

1.3 We may change these Terms at any time, but the changes that you approved at the time of your purchase always apply to that purchase. All changes will be reflected in the most recently published version of the Terms on the Website. Changes will come into effect from accepting the Terms, that is, when you make a new purchase.

2. Order and conclusion of contract
2.1 In order to make a purchase via the Website, you must accept the Terms. You who make an purchase must be 18 years or older, and not under guardianship. If you are under the age of 18, or under guardianship, you may only place an order with the consent of your custodian(s).

2.2 When you have completed your purchase on the Website, we will send an order confirmation to you as soon as possible by email. Purchase agreements are only concluded when we have confirmed the order in writing and you have received the order confirmation by e-mail. We encourage you to save the order confirmation for any contacts with customer service.

2.3 We reserve the right to refuse an order, for example, if you have entered incorrect information, you do not meet the terms in section 2.1 or the order can not be met due to end sales.

3. Product information
3.1 We reserve for the final sale of products as well as any image or writing errors on the Website, in advertisements or other promotional material as well as product descriptions. Pen Store has the right to correct such errors, change or update information on the Website and to continuously make product changes and improvements on the Website.

3.2 Images on the Website that show products, in advertisements and other promotional material should be considered for illustrative purposes only and not specification of the product's features, features, origin or warranty. Pen Store is not responsible for information on the Website that comes from a third party.

3.3 The content on the Website is protected by copyright. Product names and logos may also be protected by trademark law or under market law. This means that trademarks, company names, product names, images, texts, layouts, and information about products, services and other content may not be copied or used without the prior written consent from Pen Store or its licensor.

4. Prices and payment
4.1 When ordering, prices quoted on the Website are stated at the time of the order, unless otherwise expressly agreed or if circumstances do not obviously cause otherwise. All prices are in EUR include current VAT for orders within the EU. Prices do not include any payment and shipping charges, which are listed separately. The total price of the order will be displayed before you complete the order and in the order confirmation.

4.2 Pen Store strive for the Website to contain the correct information as far as possible. However, we reserve that the Website may contain typographical errors and incorrect prices and we are not bound by prices that you realized or should have realized where incorrect. If an incorrect price has been specified for an ordered product, we will notify you and wait for any approval of the corrected price before the order is considered approved.

5. Promotions, discount codes and other offers
5.1 Pen Store may, from time to time, carry out promotions, discount codes and other offers for different products ("Offers"). For products covered by such Offers, the preferential price or the favorable terms apply for the limited period specified in connection with the Offer in question or as long as the stock is sufficient. Otherwise, these Terms apply.

5.2 Offers can not be combined with other discounts unless explicitly stated otherwise. Upon termination or revocation of the Offer, these Terms shall apply in full to the products previously included in the Offer.

6. Delivery
6.1 Ordered products are delivered to you according to the delivery option you have chosen. More information about which delivery options we offer can be found on the Website. Please note that restrictions on the different options may occur.

6.2 Shipping costs will be added upon order unless otherwise stated in connection with your order.

6.3 Delivery time may vary depending on which option you choose. The expected delivery time is stated on the Website and will be displayed to you during the ordering process and in the order confirmation.

6.4 Unless otherwise agreed, delivery shall be made within 30 days from when Pen Store has confirmed the order in writing by order confirmation. Please note that delivery times are approximate and deviations from these may occur.

6.5 Before delivery, you will receive a notification indicating when and when your order will be picked up or received. You are responsible for receiving or redeeming your order for the time specified in the notice. For unpaid orders, we have the right to charge a fee on 25 EUR for our handling cost of the order and for the return shipping to us.

7. Right of withdrawal
7.1 You have a right to withdraw from this contract within 14 days without giving any reason, with the exception of what is said below. If you wish to exercise your right of withdrawal, you must notify us within 14 days of receipt of the ordered product (the “Withdrawal period").

7.2 When you make your purchase through the Website, you have the right to open the packaging and examine the product to the extent required to determine if you are satisfied with it. If and to the extent that the product is handled to a greater extent than is necessary to determine its features or function, Pen Store has the right to deduct a value reduction on the amount that Pen Store will reimburse you. The size of the deduction corresponds to the product's value reduction compared to the original value of the product.

7.3 Please note that some products are not covered by the right of withdrawal. For example, the right of withdrawal does not apply to goods that have been manufactured according to your instructions or which have otherwise received a clear personal touch.

7.4 If you wish to exercise your right of withdrawal, you must send an unequivocal message to the Pen Store, before the Withdrawal period has expired. For smooth handling, the message should include your name, address, order number, order date, email address and what products you withdraw if the order contains multiple products. The message may be sent by mail or email to the address provided on the Website.

7.5 You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Upon return of products covered by the right of withdrawal, you are responsible for the condition of the returned product from the time you receive the product until we receive it. We therefore recommend that the product be shipped in original packaging and well packaged with traceable shipping. Unless otherwise expressly stated in connection with your order, you must also pay the cost of return shipping.

7.6 If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

8. Complaints
8.1 When ordering through the Website, you are always entitled to file a complaint within three years of the date you received the product. If you wish to file a complaint in the product, contact Pen Store as soon as possible after the error has been discovered. In order for the complaint to be valid, it must always be done within a reasonable time after you notice or should have noticed the error. A complaint made within two months of the fault being detected is always considered to be made within a reasonable period of time.

8.2 We recommend that you check the products when you receive them and that you report any damage to the packaging directly to the carrier or delivery point and record the damage to the freight handling.

8.3 If you wish to return an incorrect product, you are welcome to contact our customer service on phone number 0046 8-515 10 250 or e-mail contact@penstore.com for further instructions on your complaint. You are responsible for the condition of the returned product from receiving the product until Pen Store receives it. We therefore recommend that the product be shipped in original packaging and well packaged with traceable shipment. Pen Store does not redeem any products returned by postage or postpay.

8.4 Once Pen Store has received the product and found that the complaint is valid, we will replace you in accordance with applicable law. This means that the error will be rectified or that we will replace the wrong product with a new one. If this is not possible or if Pen Store otherwise considers it more cost effective, Pen Store may instead repay the amount you paid for your order including the return cost. Please note that Pen Store is entitled to refuse a complaint if it is found that the product is not incorrect in accordance with applicable law and, in such case, we do not repay any expenses for return shipping.

9. Force Majeure
9.1 If Pen Store's fulfillment of its obligations is substantially hampered or prevented due to circumstances that the Pen Store could not control, such as wars and natural disasters, this shall constitute grounds for exemption which entails the release from the obligation to pay damages and other penalties. However, cancellation can take place according to compulsory consumer protection legislation.

10. Other
10.1 If you have questions regarding complaints, your right of withdrawal or other questions concerning your order, you are welcome to contact Pen Store on phone number 0046 8-515 10 250 or e-mail contact@penstore.com.

10.2 If you have a complaint you may submit such through the EU’s web based platform for dispute resolution, which may be reached at http://ec.europa.eu/consumers/odr.


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These general purchase terms for consumer was adopted December 20, 2019.





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