TERMS & CONDITIONS

Welcome to By Vilain. We offer our services to you subject to the terms and conditions set in the following agreement.

When you order from Byvilain.com, you're committing to enter a purchase agreement with Slikhaarshop A/S DK, skt. Knudstorv 3b st. 8000 Aarhus C Denmark, CVR35635041

When you use By Vilain, you will be subject to the rules, guidelines, policies, terms, and conditions explained in the following agreement. We want you to know our procedures and policies, and therefore we have gathered them here for your reference.

We reserve the right to change this site and these terms and conditions at any time.

Accessing, browsing, or otherwise using the site indicates your agreement to all the terms and conditions in this agreement. Please read this agreement carefully before proceeding.

Law and jurisdiction

These Terms shall be governed by and construed in accordance with the laws of Denmark and any disputes will be decided only by the Danish courts.

Using the website

You may not reproduce, display, distribute, lease, sell, transmit, create derivative works from, modify, translate, reverse-engineer, decompile, disassemble, or exploit this website or any portion of it unless expressly permitted by us in writing.

You may not make any commercial use of any of the information provided on this website or make any use of the website for your own profit and/or monetization, unless explicitly permitted by us. We reserve the right to refuse service, terminate accounts, and/or cancel orders for any reason, including, but not limited to violation of the law or if we believe that your behavior is harmful to our interests.

Order procedure and handling

We reserve the right to refuse or cancel any order for any reason including, but not limited to, items out of stock, errors in pricing or product information, and problems with payment identified as fraud by our anti-fraud team. We may need additional information to be able to process your order. That being the case, we will contact you to ask for the necessary verification.

If your order is cancelled, we will contact you stating the reason.

Once you place your order, you will receive an email to confirm that all the information and payment has been sent.

When we capture your payment, you will receive a second and last email from us. At this point, your order will be ready to be picked up and dispatched in the coming minutes (excluding weekends and Danish bank holidays).

We do our best to check all orders for possible errors on, among others, product combinations and shipping / billing addresses. However, once you receive the second email, we will not be responsible for any package loss, missed delivery, or other problems resulting from us being provided with the wrong data.

You can check the status of your order on your By Vilain account.

The following list explains the possible order statuses which can be applied to your order:

 · Processing: your order request has been received, but your payment has not been captured yet and your products have not been packed.
 · Complete: your payment has been confirmed and captured, and your order has been packed and will be dispatched within the coming minutes.
 · Order incomplete: the payment was not successful.
 · Payment review: your payment is being reviewed and is pending confirmation.
 · On hold: your order will not be dispatched until some information is clarified and / or changes are applied.
 · Package returned: the package has been returned to our office by the postal service, after being dispatched and the delivery has been attempted.

Payment

Until your order changes to “complete”, your payment remains pending. This means that we have not captured the money and it will remain reserved until the transaction is accepted or rejected.

You can use one of the following payment methods: Dankort, eDankort, Mastercard, Mastercard Debet DK, VISA, VISA Electron, Maestro, JCB, Paii, and bank transfer.

We only accept bank transfer payments transferred in euros, US dollars or Danisk kroner. If your invoice is not in any of the 3 mentioned currencies, you must contact us immediately after placing your order, to know the amount you will have to transfer for your order to be processed.

When transferring the money to our account, you will have to pay for the sending fees, and we will pay for the receiver’s. Failing on this will cause the delay on your order processing, as we will need you to transfer the necessary funds to cover the extra transaction expenses which we incur as a result of the missing payment.

We do not ship items for which we have not captured the payment.

We do not accept any other payment alternative, without exceptions.

Returns & Refunds

Faulty / damaged product(s)

If the products arrive leaking, broken, or any other defect not linked to the product’s performance, you must inform us immediately, this is, within 24 hours of receipt, and the box, packaging, receipt, and product(s) must be kept together. The products have to be unused and unopened.

If the complaint is linked to proven production defect, you must inform us maximum within 14 days of receipt.

We are not liable for products which have been badly handled or misused by the customer.

Unless occasioned by proven production defect, we are not liable for products which do not live to the client’s expectations.

Unwanted item(s)

You must inform us immediately, this is, within 24 hours of receipt, and the box, packaging, receipt, and product(s) must be kept together. Furthermore, the product has to be brand new: unused, unopened, and in re-saleable condition.

You must contact us to explain the reasons to return before sending back any item, so we can see if it fulfils the requirements. Failing to do this may result in us refusing to fully refund you.

We do not accept partial returns nor partial exchanges for packs / offers. If you want to return or exchange a product which is part of a pack / offer, you must send back to us all the products comprised on it.

We will not pay for the shipping expenses, and if the whole order is returned after the package is delivered, we will offer a full refund minus the initial shipping expenses.

The item must be sent back by a trackable method & you must ensure that they are fully insured. The product will have to be sent properly wrapped and protected from damage.

We will carefully and thoroughly check every product returned before proceeding to exchange or refund. If the items appear opened, damaged, and / or used, we reserve the right not to offer a refund. We will contact you straight away if there is a problem, and provide you with photographs.

Refund policy

 · A product bought from byvilain.com can only be refunded, if it’s unopened and intact, and if the conditions explained in point 4.2 of our FAQ are fulfilled.

· It depends on how many products you want to return. We can refund the full amount of your order, if all products are returned intact and unused, after agreement with our customer support (see point 4.2 of our FAQ). Notice that you’ll have to pay for the returning shipping expenses.

· It’ll take us from 1-3 working days to make refund, counting from the reception of the products (intact and unused).

· In case of refund, the money will be sent to the same payment method used for placing the order.

· Contact us to customerservice@byvilain.com, and write your order number and the problem on the subject line. You must contact us within 14 days from the reception of the package. 

Shipping & Delivery

By placing an order on By Vilain, you accept the possible delivery timeframes (regular and extended) stated for your country, and are responsible to provide us with a reliable, guaranteed delivery address where you will be able to be reached for delivery during that period of time.

Our shipping company is the Danish PostNord. This means that you must provide us with a delivery address where your local postal service has access to, as your order will be delivered by them.

If there is no one at home at the time of delivery, the package is normally stored at the postoffice for some time. Usually, the postman leaves a delivery notice that you will need to pickup the package or rearrange delivery.

We will not be liable for a missed delivery in case of absence of the customer due to, among other things, holidays or moving out.

If you fail to pick up the package, it will be returned to us. When the package is here, we will contact you to arrange a reshipment, for which you may have to pay extra shipping fees.

If the package is not claimed, no reshipping nor refund will be provided unless the order has returned to our office.

If the package was trackable, the expenses of returning the package will also be deducted from the final refund.

We will not be able to refund / reship any packages which have not reached the delivery timeframe. However, if once the delivery timeframe has been reached, the package has not yet been reached you, please contact us on customerservice@byvilain.com.

We are not liable for any delays caused by something beyond our reasonable control, such as acts of terrorism, extreme weather conditions, earthquakes, warm fire, floods, traffic congestion, or any private or public road being blocked. We will, however, do our best to contact you if any event happens which affects the service we provide to you.

User account

On your By Vilain account you will be able to see the status of your order, create multiple shipping and billing addresses, add products to your a wish-list, and much more. We cannot link orders to your account if they were placed previous to its creation.

We reserve the right to delete your account and all the data included on it, if we consider that you have misused it and / or broken any of these terms and conditions.

We highly respect your privacy and are very careful with any data you provide us with. We will never sell it to, nor share it with any third party, unless required by law.

We are here to help you

Our email, customerservice@byvilain.com, is always open, and we will be happy to help you within our means. We are open for dialogue and we strive to offer the best service, as we do to offer the best products.