Terms and conditions at Cavaleros Denmark

General information

Cavaleros Denmark
Kongstedvej 2A, st
Dk-4200 Slagelse, Denmark
CVR No .: 38812718
Telephone: +45 8130 7787
Email: customercare@cavaleros.dk

Prices

At Cavaleros Denmark, all prices are in Danish kroner and stated incl. VAT and taxes. We reserve the right to change prices from day to day without prior consent and without any form of compensation or claim from the customer. Reservations are made for sold out items. Errors are reserved on the page where a price is unreasonably low or is made with an obvious error. The customer cannot expect to be able to buy the product at a wrong price.

Payment

Cavaleros Denmark accepts payment by Dankort/VISA-Dankort, VISA, VISA Electron, PAYPAL, VIABILL Mastercard and JCB. Payment will only be deducted from your account when the item is dispatched, with the exception of PAYPAL, where the amount is deducted immediately!

All amounts are in DKK. Danish kroner and is incl. VAT.

Cavaleros Denmark uses an approved payment server that encrypts all your card information with SSL (Secure Socket Layer) protocol. This means that you can not read your information.

The Anyday payment option is available for purchases of 300,- DKK or more. When you choose to pay with Anyday, we will deduct the first payment when your item is shipped. You will then make a monthly payment on the last working day of each month. The number of monthly payments starts from four months and can vary depending on your chosen payment plan. The amount of each benefit is determined by the total amount of your order, your chosen flex benefit and the specific payment plan you have chosen. Remember, if you pay all installments on time, no interest or fees will be charged. Should you return your purchase, your agreement with Anyday will automatically be canceled. Further details and terms of use for Anyday can be found here: https://da.anyday.io/terms-conditions/shopper

Delivery

Cavaleros Denmark delivers on all weekdays.
We send free shipping to parcel shops throughout Denmark. Private delivery costs 59 kr.
We deliver abroad and to the Faroe Islands and Greenland, freight is expected
Your goods are shipped by GLS.
If you encounter any problems, please contact Cavaleros Denmark customer service at customercare@cavaleros.dk
Items are delivered every weekday. Your item will be delivered 1-3 business days after ordering, there may be delays if there are stock shortages on the shop. We will then try to offer another product at a higher or the same price. But always in the customer’s favour.
For certain goods, special delivery terms apply. The conditions will be stated specifically prior to the purchase of these items.

Preorder

Items that are pre-ordered on PREORDER/PRE-ORDER have an approximate delivery date. This date may change if there are delays in production. We can never guarantee an exact delivery date until we have the item in stock. The date stated as the delivery date is an approximate date. No compensation is given for delays beyond our control. On the other hand, you can always cancel your order – as long as the item has not been shipped from our warehouse. If the item has been shipped and a label has been printed, the item is considered shipped – until the item has been shipped, you can cancel your order by writing an email to kundeservice@cavaleros.dk

Right of withdrawal

There is a 14-day full return policy on items purchased in our webshop.
The period is calculated from the day you receive the order or pick it up at the parcel shop. However, the package can be left for a maximum of 3 days. After 3 days, the right of withdrawal will apply.

Underwear or items categorized as underwear – will NOT be returned for hygiene reasons. If such an item is returned – it will be returned at the buyer’s own expense.

If the packaging of WAVE products is broken – they will not be returned.

You must notify us within 14 days that you wish to exercise your right of return – after that you have 14 days to return your item to us. You are responsible for the package until it is safely delivered to us and we have received a receipt for the package.

We have CHEAP exchanges on our products.

You have the option to exchange all items purchased on www.cavaleros.dk – this does not apply to items purchased at fairs or in store. They must be exchanged where they were purchased.

Cheap exchange does not apply if you want to repurchase the same order – to get a discount.

You waive your full right of return if you use our cheap exchange service – you will always be able to get a discount code that will apply indefinitely to the amount you are owed.

For full returns:

Then you have to arrange the return yourself or use our return portal for DKK 75,-.

At fairs you pay for the freight which can be purchased from us for 75, – kr

A gift voucher of face value will be issued. Which can be freely used at www.cavaleros.dk. We will NOT pay any remaining balance.

If you wish to cancel a purchase, the cancellation must be reported to us no later than 14 after the purchase and from the cancellation, you must return the shipment no later than 14 days after.

You can buy return shipping from us via our return portal or be responsible for the return.

The package must be sent directly to our warehouse and not to a parcel shop. We do not pick up at parcel shops and the parcel will be returned to you.

If you use DAO or BRING, you must pack the item so that it is waterproof as they place the package out in front of our gate as they deliver at night! So it is at your own risk to ship with them – as the package may be stolen or get wet from rain and we will not accept your return if it is gone!

The notice must be given per. mail to customercare@cavaleros.dk. In the message, you must clearly inform us that you wish to exercise your right of withdrawal and clearly mark in the email that it is a returnable item with full return rights. Label the email: FULL RETURN.

If you purchased an item by partially or fully paying with a discount code, we can’t give you a refund – you will automatically receive a new discount code.

Uncollected goods that are returned to us – will only be credited when the customer has contacted us.

If we have to ship again – another fee will be charged. Or 39 kr.

If you want your money back for an item that has not been picked up, you will have to pay the adm. fee of 100,- plus return shipping of 75,- All in all 175,-dkk. This is deducted from the price of the goods.

Cavaleros Denmark Return

The condition of the item when you send it back
You are only liable for any deterioration in the value of the item, which is due to handling other than what is necessary to determine the item’s nature, properties and the way it works. In other words – you can try the item in the same way as if you tried it in a physical store.

However, this does not apply to WAVE products that are packaged – the packaging must not be broken. Then the right to return the goods lapses.

If the item has been tried in addition to what is described above, we consider it used, which means that upon cancellation of the purchase, you will only receive part or none of the purchase amount back, depending on the item’s commercial value.

In order to receive the entire purchase amount back, you must do the same as you can in a physical store. You may try the product, but not take it into actual use.

Uncollected goods returned to us will be refunded minus 75,- in shipping and handling fee of 100 kr, total 175,- dkk

When it comes to leather goods & straps, the item is considered used if it is “plugged” and there are marks from the buckles. Therefore, don’t buckle the bridle, just leave it in the leather rings.

Sweaters purchased at trade fairs are non-exchangeable!

Custom-made or specially ordered jumpers where a headband or similar has been changed or a new design or a new jumper solution, or a combination of size or similar, are NOT returnable.

We make sure you receive a flawless and new product – and that’s what the customer who will receive YOUR returned item expects.

The Return Portal and its terms and conditions apply ONLY to Danish customers.

All orders shipped outside of Denmark – pay for return shipping – if you want an exchange or full return.

Complaints will be assessed by photos sent by email to customercare@cavaleros.dk

Shipping is NOT credited if an item is returned to us from outside Denmark.

If more than 50% of an order is returned for a full return at the same time as an exchange, you pay DKK 75.00 to return and exchange for another item.

Discounts

If an item is purchased with a discount on multiple purchases – and parts of the order are returned. Will you pay the normal price of the item for the quantity you keep.

No refunds will be given for items purchased before any price reduction.

If you have been issued a discount code BEFORE a price reduction, the difference will not be refunded.

If you exchange an item for a different size BEFORE a price reduction – the price difference will not be paid or refunded in any way. Nor as a voucher

However, you will be able to use the balance towards another item in the same purchase. Coupon balances cannot be saved – but must be used on the first purchase.

Personal data policy

In order for you to enter into an agreement with us and shop on our website, we need the following information about you:

Name
Address
Phone number
Email address
Information about what you bought

We process your personal information for the purpose of being able to deliver the item to you and to be able to process inquiries regarding your purchase. The processing takes place according to the rules in our personal data policy for Cavaleros Denmark. Here you can read more about how your information is processed, when it is deleted and what rights you have as registered.

CLAIMS
When you shop at Cavaleros.dk you have a 24-month warranty for manufacturing defects. If you have been so unlucky to receive an item with an error, please contact us immediately by first taking a picture of the error and sending it to email: customercare@cavaleros.dk

You can send it to us for free via our returns portal. If you choose to send via another way – we do not cover shipping! Therefore, it is important that you use our returns portal for complaints or errors made by us. E.g. an incorrect shipment. You will not be able to request a refund from other shipping companies.

If the complaint is approved, we will rectify the error. Either by repair, replacement or price reduction.
We prioritize processing the complaint as quickly as possible, but it may take some time as it is necessary for us to contact the supplier in question, who in the first instance, according to the Danish Sale of Goods Act, has the right to rectify the defect.
In general, you can only complain about defects in goods that were present when you received the item. This means production defects.
Normal wear and tear during use cannot be treated as a complaint. Nor does damage to the item that has occurred as a result of excessive/incorrect use of the item, incorrect washing, choosing the wrong size or similar.

This could be holes or tears in the material due to incorrect sizing or rough use.

Similarly, clothing that is taken too small for the size you wear is not covered.

As a customer, you have a duty to treat the item with care – if you are in doubt about the size – you have for the same reason – cheap exchange on items over 500 DKK.

Seams will be part of the production and will be covered according to the Danish Sale of Goods Act if this is an approved complaint, however, this does not apply if the garment is taken too small or has been used roughly. This means that you want a larger size at the same time as a complaint.

There will typically be a reduction in the price if the complaint is of such a nature that the product’s use is not impaired by it, but it is only cosmetic, but still an approved complaint.

For example, decorative items may have fallen off – this does not affect the use of the item.

If it is a zipper or a button that makes the item unsuitable for its intended use – we will try to exchange it for the same item.

Regarding the bridles :

Including pulls in seams on fine material. Thread pulls or fluffing during use – as well as damage caused by washing knitwear or delicate materials and loose embellishments/decorations on clothing (including sequins, glitter, beads, rivets, etc.) cannot be treated as a complaint – but may result in a small reduction in the price, up to a maximum of 10%.

All goods sold to businesses have a 1-year warranty, regardless of what is marked on the goods. If the product is used in a commercial context for larger stud farms and the like, where the product is used for more than 5-7 horses daily, the warranty period is generally only 6 months.

No part of a discounted pack can be returned – it can be exchanged for another size – but no money will be refunded.

Note – Approved claims must be sent to Cavaleros.dk within 2 months of the damage being discovered after they are approved by either Cavaleros.dk or the supplier.

As a customer, you have a duty to complain in due time. Which is within 2 months from the time of purchase. The 2 months does NOT apply from the 1st day of use.
Complaints sent without prior agreement will not be processed.

After 2 years, no warranty is granted even if the product has not been used before after 2 years.

Should any of our goods cause damage to your equipment or horse – this will not be covered. The use of our products is at your own responsibility and discretion.

Similarly, we also do not cover if other goods cause damage to our goods, such as whips or similar that cause extraordinary wear and tear on the goods, or for example zippers on a jacket that wear on trousers.

Items marked as 2nd grade are not covered by the warranty and cannot be returned. It will also state on the item if it can be exchanged for another size.

Rental terms and conditions

By completing your order for one or more rental products on the Cavaleros webshop, you agree to our rental terms and conditions, which are detailed below. If you have any questions regarding these terms and conditions, please contact us before completing your order.

Rental period The rental period begins the day the product has been delivered and is ready for pickup at one of our Parcel Shops. Alternatively, the rental period begins on the day the package has been delivered by delivery or picked up directly from Cavaleros.

To ensure a proper return, the product must be returned or dropped off no later than the day after the last day of rental. In other words, you must return or drop off the product in the following way:

• A return label is included in the package with the rental product, making it easy to return via shipping.
• You also have the option to choose pickup at Cavaleros and personally deliver the product at the end of the rental. This simply requires that we arrange a time for both pickup and return.

The product comes complete with all necessary accessories, a manual to guide proper use and a return label.

Check that all items are in the box and that products are working – you will be liable for any missing products in the box and for any damage.

Discount code A discount code will be issued based on the rental price, provided the product is returned on time, in clean condition and with all accessories included. The discount code will be applied as a discount on the total rental amount. The discount code is then ONLY valid for WAVE products – excluding WAVE RLT PEN.

If the product is returned late after the end of the rental, a corresponding amount will be deducted from the discount code.

Failure to clean the product will result in a deduction of DKK 150,- from the discount code.

When using any spare parts, DKK 150,- will be deducted from the discount code.

Any missing parts or accessories will result in a corresponding deduction from the discount code.

If the product is damaged during the rental period, the extent of the damage will be assessed by a professional and the relevant amount will be deducted from the discount code. If this amount does not fully cover the damage, an invoice will be issued for the remaining amount. Please note that the product is not insured during the rental period, which means that you are responsible for any claims from Cavaleros. You may be able to cover this liability with your own insurance or your horse’s liability insurance, as it is usually covered.

Finally, the product must be returned to our business address and not to a parcel shop or similar location. If the product is not returned directly to Cavaleros’ address, DKK 150,- will be deducted from the discount code.

We thank you for your trust in Cavaleros rental products and look forward to working with you. If you have further questions or need additional information, please feel free to contact us.

Complaints – overview and links

If you have a complaint about a product purchased in our Webshop, a complaint can be sent to:

Center for Complaint Resolution
House of Boards, Toldboden 2
8800 Viborg

You can complain to the Center for Complaints Resolution via the Complaints Portal for the House of Nævnenes Hus: https://kpo.naevneneshus.dk/

If you are a consumer residing in another EU country, you can indicate your complaint in the EU Commission’s online complaint platform.

The platform can be found here: https://ec.europa.eu/odr
If you file a complaint here, please provide our email adresse:customercare@cavaleros.dk

Terms and conditions updated January 2024