CUSTOMER SERVICE

ASK US A QUESTION
We do our best to reply to your queries as soon as possible, within 48 hours on week days (Mon-Fri).

We’re doing everything we can to ship your order(s) as soon as possible. Thank you for your patience!

 

EMAIL FORMULAR
First name
Surname
Email
Phone number
Order number / Invoice number
Message

MY PAGES
In My Pages you can change your address, phone number or other information and download the user guide to the products you have bought that needs a user guide.

HAS MY ORDER BEEN PROCESSED?
You will receive an order confirmation at the email address you provided almost immediately after your purchase has been approved.

Debit Cards

  • No charge
  • Visa or MasterCard
  • @ Euros return postage.

We currently accept only VISA and MasterCard. When you pay with a debit card, the transaction is processed by our payment partner to ensure fast and secure payment.

WHEN WILL I RECEIVE REIMBURSEMENT FOR MY RETURN?
When you return something to us the refund will be placed onto the same debit card and the money will usually be received within 3-4 banking days, but can take up to 6 banking days until it is available on your account.

WHERE IS MY ORDER?
Delivery time is normally 3-6 working days (Mon-Fri) from the day you receive handler confirmation. If you have not received your order within this time, you will receive a notice regarding the delay. It may be that your item has to be back-ordered or that it is just slightly delayed. If you have not received your order within 6 working days (Mon-Fri) after receiving a delivery update from us, we ask you to contact our customer service team at info@lucky-hunter.com, so we can check what has happened.

MISSING YOUR ORDER CONFIRMATION?
If you have not received your order confirmation shortly after you placed your order, it could mean that something has gone wrong with your purchase. contact our customer service team at info@lucky-hunter.com, so we can check what has happened.

I RECEIVED AN EMAIL SAYING THAT ONE OR MORE ITEMS FROM MY ORDER ARE SOLD OUT. WILL THESE BE SHIPPED LATER?
If you had the bad luck of items turning out to be sold out due to an incorrect stock balance, then unfortunately we will not always be able to ship them to you when/if they are eventually re-stocked. You will be refunded for the cancelled item.

General Terms and Conditions

 

  1. Background

1.1

These general terms and conditions (the “General Conditions”) apply when you as a consumer (the “Customer”) place an order via www.lucky-hunter.com

The agreement is concluded between you and Lucky-Hunter (LH) reg. no. DK33042620. Detailed contact information and other information about LH are set forth on the Website. The General Conditions are only applicable for Customers that are consumers.

1.2

The Customer must be minimum 18 years old to order via the Website. LH does not, in accordance with EU law, accept any credit purchases to persons below 18 years of age. LH reserves the right to deny or change a Customer’s order (e.g. if the Customer has provided incorrect personal data and/or has any record for non-payment of debt).

1.3

LH shall have no liability in case products are sold out, nor for image or typographical errors on the Website, e.g. errors in the product description or technical specification, inaccurate prices and price adjustments (such as changed prices from suppliers, change in currencies) or incorrect information with regards to whether a product is in stock. LH is entitled to rectify any such errors and, at any time, to change or update the information. If an inaccurate price has been stated for a product ordered by the Customer, LH will naturally notify the Customer accordingly and await the Customer’s approval of the amended price prior to LH continuing with the order process. All images on the Website shall be considered solely as illustrations. Such illustrations do not guarantee to reproduce the amount of products the Customer will receive or the exact appearance, function or origin of the product. LH is not responsible for any information by third parties provided for on the Website.

1.4

The Website and all its content is owned by LH or its licensors. The information is protected by intellectual property and marketing legislation. This means that trademarks, company names, product names, images and graphics, design, layout and information about products, services and other content may not be copied or used without the prior written consent of LH.

 

  1. CONTRACTS AND ORDERS

2.1

In order to place an order through the Website, the Customer must accept the General Conditions. By accepting the General Conditions, the Customer undertakes to comply with the General Conditions in its entirety and acknowledges that he/she has read the information on personal data and cookies and consents to the use according to LH´s Privacy Policy.

2.2

A purchase agreement is concluded when LH has confirmed the Customer’s order and the Customer has received an order confirmation from LH via e-mail. LH encourages the Customer to save the order confirmation for any future contacts with LH’s customer service regarding the order. The Customer is entitled to cancel its order up until it has been confirmed by LH. If the order is cancelled, LH will refund any payments the Customer or its pay- or credit card company has made with regard to the order.

 

  1. CUSTOMER INFORMATION ETC.

3.1

LH recommends that the Customer creates a user account prior to making any purchases on the Website. When the Customer registers its user account and/or places an order, the Customer will be requested to provide some personal data. The Customer confirms that the information provided is correct and complete and is responsible for any errors in the information provided. Information about LH’s processing of personal data is set forth in LH’s Privacy Policy, which constitutes an integral part of these General Conditions.

3.2

The Customer undertakes to ensure that no one, except the Customer, uses the Customer’s log-in details. The Customer may not disclose its username or password to any person and shall ensure that any documentation with information about username and password is kept in such a way that unauthorized persons may not access the information. The Customer shall notify LH without delay if it may be suspected that any unauthorised person has obtained access to the Customer’s password. The Customer is responsible for all purchases made with the Customers log-in details if the Customer has not provided such notification.

3.3

If LH suspects that the Customer abuses its user account or its log-in details or otherwise violates the General Conditions, LH is entitled to block the Customer’s access to its user account. LH is furthermore entitled to assign new log-in details to the Customer.

 

  1. PRICES, FEES AND PAYMENT

4.1

The prices stated on the Website apply to orders placed on the Website. All prices are presented in Euros and include VAT. The prices do not include payment- and shipping fees, which are given separately. Your payment will first be drawn from your account, when the your order is being shipped.

4.2

The Customer can pay for its purchase in the manner specified on the Website. LH is entitled to charge the Customer already in connection with the order, unless invoicing or any similar payment method has been selected by the Customer and approved by LH. Upon invoicing or partial payment, LH or its partners may obtain a third party credit report. In such a case you will be informed accordingly. LH reserves the right not to offer all payment methods at all times, alternatively change payment method if the payment method the Customer has selected does not work, for whichever reasons, at the time of fulfillment of the order. Please note that limitations of available payment methods are set forth on the Website.

 

  1. SPECIAL OFFERS

LH may from time to time provide special offers on the Website which may have more favourable conditions than those set forth in these General Conditions, e.g. with regard to payment or extended right of withdrawal. Such conditions will apply for the duration of the special offer and for the specific products set forth by LH in connection therewith. LH reserves the right, at any time, to withdraw such special offers. Upon termination or withdrawal of a special offer, these General Conditions shall apply without any amendments. Any offers on specific products on the Website are valid only for a limited period of time and until products are sold out.

 

  1. DELIVERY AND SHIPPING

6.1

Products in stock are normally delivered within 3-4 working days. Unless otherwise agreed (e.g. in connection with reservation of products not in stock), LH will inform the Customer in writing about an expected delivery date.

6.2

Unless otherwise expressly agreed and if a delivery is delayed for more than 30 working days and it is not due to you as Customer, you are entitled to cancel the purchase.

6.3

If any package shall be picked up at a specific delivery point, the Customer shall do so within the time specified in the notification. Packages shall normally be retrieved personally with valid identification and order number. The Customer will receive a notification of delivery stating when and where the package shall be picked-up or received. The notification may be made by e-mail. LH is entitled to charge the Customer a fee of @ Euros if the package is not retrieved.

 

  1. RIGHT OF WITHDRAWAL

7.1

When purchasing products on the Website the Customer has a 14 day withdrawal period in accordance with applicable consumer protection legislation. This means that the Customer has the right to cancel any purchase by notifying LH accordingly within 14 days from when the Customer or its representative received the product ordered (withdrawal period).

 

7.2

The right of withdrawal does not apply to the following kind of products:

(a)

products made to the Customer’s specification or which otherwise has been given a clear personalised character.

7.4

In connection with ordering a product for which the right of withdrawal does not apply, the Customer will receive clear information. If a product has been sealed, the Customer may not break the seal if the Customer wishes to utilise its right of withdrawal. The right of withdrawal ceases accordingly when the Customer breaks the seal. A seal shall also include any technical seal (e.g. serial number).

7.5

If the Customer wishes to withdraw a purchase, the Customer shall, prior to the expiry of the withdrawal period, send a clear e-mail message to info@lucky-hunter.com. The Customer shall fill in the Return Form providing name, address and other relevant information, e.g. order reference, invoice number and the name of the product in the message.

7.6

If the Customer uses its right of withdrawal, the Customer shall pay for the return shipping costs and is responsible for the condition of the product after the Customer has received the product and during the return shipping. The product shall be returned within 14 days from the date when LH was notified of the withdrawal. The product shall be sent well packaged, in good condition and in its original box and/or packaging. Any returns shall be sent to LH in accordance with the methods and directions set forth on the.

7.7

LH may at time offer returns free of charge for certain products. If return free of charge is applicable, this is set forth on the applicable page for the product on the Website.

7.8

When the Customer withdraws its purchase, LH will refund the amount the Customer has paid for the product, exclusive shipping costs. Any additional shipping costs due to the Customer choosing another delivery than the standard delivery offered by LH are exempted from refund. Upon return of part of an order, the shipping costs will not be refunded either. LH is entitled to deduct an amount from the amount to be refunded, which corresponds to the depreciation in value of the product compared to the original value of the product, if and to the extent such depreciation in value is due to Customer having handled the product to a greater extent than necessary to determine its function or characteristics.

7.9

LH will pay back the amount without undue delay, however, no later than within 14 days from the date LH received the Customer notification of withdrawal. However, LH may delay repayment until LH has received the product or the Customer has provided proof that the product has been returned, e.g. by means of certificate of delivery. Repayment will be made to the Customer by the payment method chosen by the Customer, unless otherwise agreed or if there is any objection for such a repayment.

 

  1. WARRANTY AND COMPLAINTS

8.1

Some of LH’s products may be subject to warranties. Information about any warranty period and special conditions for warranties for each product respectively, is set forth on the Website or in these General Conditions. Warranties for products will only cover original manufacturing defects and accordingly not any fault arising upon or after any individual changes of the product’s function and appearance, e.g. rebuilding, upgrading or other configuration of the product. The Customer’s order confirmation constitutes the certificate of warranty.

8.2

The right to file a complaint apply to products which are defective according to applicable consumer protection legislation. Any Customer who wishes to assert their right to file a complaint for any product ordered shall contact LH, as soon as possible after the defect was discovered, using the contact information set forth on the Website.

8.3

LH will carry the cost for the return freight for any approved complaints.

8.4

Once a product, for which a complaint has been filed, is returned and the complaint approved, LH will refund the Customer in compliance with applicable consumer protection legislation. LH strives to do so within 30 days from receipt of the complaint by LH, but it may be delayed depending on the nature of the product. LH reserves the right to refuse any complaint if the product, in compliance with applicable consumer protection legislation, proves not to be defective. Upon complaints LH complies with the guidelines provided by the Consumer authorities in the European countries.

 

  1. LINKS

LH may provide links to other websites beyond the control of LH and websites beyond the control of LH may provide links to the Website. Even if LH attempts to ensure that LH only provides links to websites which applies similar personal data- and security provisions pursuant to LH’s Privacy Policy, LH is not responsible for any protection or confidentiality of information or personal data which the Customer provides on other websites. The Customer should be cautious and read the personal data provisions applicable to the actual website.

 

  1. FORCE MAJEURE

LH is not liable for any delays caused by circumstances beyond LH’s control, e.g. general labour dispute, acts of war, fire, lightning, terrorist attacks, changed governmental orders, technical problems, defects in power- /tele-/computer communications or other communication and defects or delays in the service by sub-suppliers due to circumstances set forth above. Such circumstances shall result in relief from damages and other measures. If any such situation should arise, LH shall inform the Customer accordingly both at the beginning and the end of the period for the current situation. If the situation has lasted for more than two months, both the Customer and LH are entitled to terminate the purchase with immediate effect.

 

  1. CHANGES TO THE GENERAL CONDITIONS

LH reserves the right to change these General Conditions at all times. Any changes to these General Conditions will be posted on the Website. Changes will become valid once the Customer has accepted the General Conditions (in connection with a new purchase or while browsing the Website), alternatively 30 days after LH has informed the Customer of the changes. However, LH recommends that the Customer regularly remains updated on the Website in order to become aware of any changes to the General Conditions.

 

  1. SEVERABILITY

If any provision of this Agreement is held to be invalid or unenforceable by any competent court, authority or arbitral tribunal, the remainder of that provision and all other provisions will remain valid and enforceable to the fullest extent permitted by applicable law. Any provisions determined invalid or unenforceable will be substituted by relevant legal guidance and advice.

 

  1. APPLICABLE LAW AND DISPUTE RESOLUTIONS

13.1

Any disputes shall primarily be settled by agreement after discussions with LH’s customer services.

13.2

If a dispute cannot be resolved through discussion with LH’s customer service, you, as the Customer, can directly submit complaints online via the EU-commissions platform mediation for disputes, which can be found at the following link https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage

If you submit a complaint via that platform, your submission will automatically be forwarded to the correct national body responsible for resolving disputes. That body will then contact us and try to resolve the dispute without court involvement. In any dispute, NLY follows the decision of ARN or the respective Dispute Settlement Body.

13.3

Disputes concerning the interpretation or application of these General Terms shall be settled as determined under item 13.2, above, or ultimately by the courts.

 

 

PRIVACY POLICY

 

PERSONAL DATA

We care about your privacy and strives to at all times to protect your personal data in the best possible way. LH’s aim is to comply with all applicable laws and regulations for the protection of personal data. This policy will, among other things, help you understand what kind of personal data that LH collects and how it is used. By approving this privacy policy on the Website in connection with a purchase or the provision of personal data, you agree to the processing of your personal data as described below.

Lucky-Hunter, DK33042620, Hadsundvej 22B, 9575 Terndrup, Denmark is responsible as data controller for the processing of your personal data.

 

WHICH PERSONAL DATA WILL WE PROCESS?

We will process the personal data that you provide or have provided us with or that we have collected at our Website by way of cookies for the purposes of administering your purchases and fulfilling our obligations to you as our customer. The personal data that LH process in-clude your personal identity number, name, gender, e-mail address, purchase-, payment- and order history, credit card number, delivery address, IP-address and phone number.

LH uses Google’s advertising services. For more information about Google’s collection, sharing and use of data, please see Google’s “Privacy & Terms” which you can find here

http://www.google.com/intl/en-GB/policies/privacy/partners/

 

HOW WILL WE USE YOUR PERSONAL DATA?

The data may be used for identification, direct marketing, customer surveys, newsletters and statistics. The data may also be used for sending post, SMS and e-mail to you and for marketing and information via the telephone, unless you have opted out from such communication. You may at any time contact us to opt out against any marketing towards you as customer.

The data may also be used to analyse purchase habits with the purpose of supplying you with relevant information and marketing and to improve the Website, payment methods and pay-ment processes. Processing for the purpose of improving payment methods and payment processes may include processing where your personal data, inter alia your personal identity number, is transferred to other companies within LH’s group and to third party providers to be included in the basis for the analysis. The personal data may therefore be processed together with data in other registers, e.g. registers for credit reports.

Your personal identity number will also be processed in connection with a purchase on behalf of (or due to requirements from) third party providers of payment and credit card services that need it for the purpose of obtaining third party credit reports.

The use of your personal data may result in data being processed together with data in other registers, both within and outside of the EU, and that your personal data is transferred to, and processed by, other companies within LH’s group for the purposes described above in accordance with applicable laws and regulations. The data may also be processed with data from, or shared with, authorities or our partners e.g. for printing and distribution and third party providers of payment or credit card services. LH always observes the utmost care for such use.

By approving the policy on the Website in connection with purchases or the provision of personal data, you agree to the transfer of your personal data to countries outside of the EEA.

If the whole or part of the LH’s business is sold or integrated with another business, your personal data may be provided to our advisors, any potential buyer or the buyer’s advisor and furthermore be provided to the new owner of the business.

LH uses Google’s advertising services. For more information about Google’s collection, sharing and use of data, please see Google’s “Privacy & Terms” which you can find here

http://www.google.com/intl/en-GB/policies/privacy/partners/

 

HOW WILL WE PROTECT YOUR PERSONAL DATA?

In order to protect the personal data that we process, we have implemented several security measures. We have implemented security procedures and technical and organisational measures to protect your personal data e.g. certification procedures for web browsers. We furthermore have sufficient firewalls and anti-virus programs in order to protect and prevent unauthorized access to the network. Physical access to the premises where the data is stored is limited and employees are required to be identified in order to gain access.

 

HOW LONG WILL MY PERSONAL DATA BE KEPT BY LH?

If you provide your consent to being a registered customer/member with LH, your data will be kept until you de-register. You may at any time de-register from being a customer. If you do not register as a customer/member, your personal data will be kept only for as long as it is necessary to comply with law or in order for LH to fulfil its obligations towards you, e.g. to complete delivery or warranty obligations.

No matter what, your personal data will never be kept for a period longer than what is permitted in compliance with applicable personal data legislation.

 

ACCESS TO, UPDATING AND CORRECTION OF YOUR PERSONAL DATA

In accordance with the applicable personal data legislation, you are entitled, once every calendar year, free of charge, to receive information on which of your personal data is processed by us, regardless of how it has been collected. If you wish to receive such information, you can arrange to do so by making a written request to us. According to the applicable personal data legislation, your request shall be duly signed by you and sent by regular mail, see address given on the Website. Thus, it cannot be sent by e-mail.

LH wants to ensure that your personal data is correct and updated. If any of the data you provide to LH is changed, e.g. if you change your e-mail address, name or payment information or if you want to change your user account, please provide LH with correct details by by sending an e-mail to LH. You are, at all times, entitled to request that your personal data is corrected, blocked or erased.

Your personal data will not be processed for purposes related to direct marketing if you op-pose such processing. You are, at any time, entitled to withdraw any given consent for the processing of personal data. Such withdrawal may be limited to include only part of the pro-cessing, for example that which is connected to direct marketing.

 

LINKS

The Website may contain links to other websites. This Privacy Policy applies only to the Website. When you are being linked to another website, you should read the privacy policy which applies to that website. Please note that LH is not responsible for the processing of your personal data by or on other websites.

 

AMENDMENTS TO THE PRIVACY POLICY

LH reserves the right, at any time, to make amendments to this Privacy Policy to the extent necessary to remedy disturbances or to comply with new legislative or technical requirements. Any amendments to this Privacy Policy will be posted on the Website.

 

 

COOKIES

We use so called cookies on LH’s Website. Cookies are small text files that are saved on your computer and our web server uses them to provide you with access to some of the functions available on the Website.

There are two main types of cookies: 1) a saved cookie (permanent cookie) which remains on your computer for an indeterminate amount of time, 2) a temporary cookie (session cookie) which is temporarily stored in the computer’s while you visit the website. Session cookies disappear when you close your web browser.

LH uses cookies to improve the Website for customers e.g. by adapting the Website with regards to the customers’ wishes, choices and interests, they help you keep track of which products have been put into your shopping cart and handle your purchase, they make sure the visitor has logged into the Website so the customer does not have to log in every time he/she browses a different page, to adjust our services to make sure you receive advertising which is relevant to you, and in order for us to fulfill our obligations in relation to a purchase.

Permanent cookies are being used, among other things, to store any personal settings at LH e.g. to make sure you do not need to redo certain choices every time you visit the Website and to adapt and make information and marketing as relevant to you as possible. Temporary cookies are being used, among other things, for the purpose of registering statistics for the use of the Website.

By accepting LH’s general conditions and/or this privacy policy and by using LH’s Website, you agree to the processing of cookies as described above. If you do not accept cookies being used, you can turn off cookies in the security settings of your web browser. You can also set your web browser to ask you each time LH’s Website tries to place a cookie on your computer. You can also use your web browser to delete previously stored cookies. See your web browser’s help pages for more information. Furthermore, you can delete cookies manually from your hard drive, as and when desired.

 

How can cookies be removed?

If you no longer want to accept cookies, you can turn them off in the settings section of your web browser. You can even adjust your browser so you are alerted whenever a LH site tries to place a cookie on your computer. You can also use your browser to remove cookies previously stored on your computer.

 

Please note that if you choose not to accept cookies, functionality may be limited for some parts of the website and the website may not work as intended. For example, you will not be able to make a purchase.

 

MY RETURN

Was the product different than you expected or do you need to change the size? Here you will find information on how to proceed when you have sent back your order or wish to make an exchange. Keep in mind you have 14 days to decide if you want to return your product(s), beginning from the time you receive your package.

Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your deposit slip. It can sometimes take up to 14 days for a return to come to us and be processed at warehouse.

 

CAN YOU RETURN ITEMS FROM DIFFERENT ORDERS IN THE SAME PARCEL?

Of course you may put items from different orders in the same return parcel. Just be sure to fill in the Return form, otherwise we cannot register your returns.

 

HOW DO YOU RETURN?

Here are the steps:

  1. Fill in the Return form from our website.
  2. Pop in the Return note in your parcel.
  3. Send the return package to our warehouse at the following adress. Lucky-Hunter C/O Dangate ApS, Hadsundvej 22B, 9575 Terndrup, Denmark.
  4. We’ll send you a return confirmation as soon as your return is processed.

 

WARRANTY

The warranty covers goods that are faulty, according to applicable consumer protection legislation. If you wish to report errors in your order, please contact us as soon as possible after you discover the defect. Complaints made within two months after you discover the defect are always considered to have been reported in good time. You, as a consumer, have two years Right of Return.

 

HOW DO I MAKE A WARRANTY BASED RETURN?

 

Here’s how to make a return:

1) Fill in the Return form from our website.

2) Enclose both the return note and the item(s) you wish to return in a bag or package suitable for postal delivery, preferably in the same package in which it was originally received.

3) Once we have received and registered your return, we will process your refund.

4) NOTE: Remember it can take longer to receive a response for warranty based returns.

If you cannot find the Return form please contact our Customer Service at info@lycky-Hunter.com, who will be happy to help you.

 

NOTE: If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our Customer Service Team will inform you whether or not you are eligible for a cost-free return.

 

REFUNDS

Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your deposit slip. It can sometimes take up to 14 days for a return to reach us and be processed at our warehouse.

 

WHEN WILL I RECEIVE MY REFUND?

When you have received a return confirmation by email, the process for your refund is initiated.

 

Debit and Credit Cards, 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment or to your bank account.