Terms & Conditions

General information
ELITA
VAT-no: DK44528487
Kærdalen 7
3660 Stenløse
E-mail: support@elita.dk

Payment
ELITA accepts payment with:

VISA, American Express, Mastercard, MobilePay, Google Pay, Apple Pay, Maestro, UnionPay, Shop Pay, PayPal, Bancontact (Belgium only) and iDEAL (Netherlands only)

Reserving funds
If you pay with an international payment card, the funds are reserved immediately. The money is reserved on your card or account until:

1) We deduct the amount when we ship the item, or
2) The money is released as agreed with your card issuer.

The expiration period for reservations is 7 days.

You can read more about the rules for your specific card with your card issuer.

All amounts are in DKK and include 25% VAT.

The money is only deducted when the goods have been shipped.

ELITA uses an approved payment server that encrypts all your card details with SSL (Secure Socket Layer) protocol. This means that no one can read your information.

Delivery
Your order will be shipped the same or next business day after you have ordered. We ship orders placed before 3pm CET the same day they are ordered. Delivery in Denmark typically takes 1-3 days. The rest of the world depends, typically between 2-10 days. When you finalize your payment you will have the option to choose home delivery or delivery to a parcel shop near you. If home delivery is not possible, the package will be delivered to the nearest parcel shop. You will receive an email/SMS about where the package can be picked up. If the package is not picked up and is automatically returned to us, the return shipping will be deducted from the amount you will be refunded.

As a customer, you are responsible for ensuring that your delivery information is correct and complete when ordering. You are also responsible for receiving your package upon delivery and keeping your receipt of purchase as documentation in case of any complaints.

In Denmark, we offer delivery with dao. In the rest of the world we ship with either Postnord or GLS. You can always follow your package on the shipping company's own tracking page. You will receive the tracking number by email as soon as your order has been shipped.

The shipping price depends on your choice in the checkout. In Denmark, the shipping price is as follows:
Parcel shop DKK 39.00
Private with delivery DKK 49.00

All orders in Denmark over DKK 300.00 have free shipping to parcel shop.
All orders in Denmark over DKK 500.00 have free shipping with delivery.

Warranty
We offer a 2-year warranty in accordance with the Danish Sale of Goods Act. Our warranty applies to defects in material and/or workmanship.

The warranty does not apply to faults or damage caused by incorrect operation of the product/service.

If your complaint is justified, this means that you can either get the item repaired or replaced, a refund or a price reduction depending on the specific situation. In general, you can only get a refund if we are unable to replace or repair the item within a reasonable time. Depending on the specific situation, it is possible to agree a reduction in the price if the defect or damage is minor.

You must make a complaint within a “reasonable time” after you have discovered the defect. If you make a complaint within two months of discovering the defect, the complaint will always be timely.

Complaints must be made by sending an email to support@elita.dk with the subject "Complaint" and a description of the error and a picture of the product. We will then assess the case and get back to you with the further process. Please note that shipping costs for returns are paid by the customer unless the complaint is justified, in which case we will refund the shipping costs.

For returns, please contact and send complaints to:

ELITA
Kærdalen 7
3660, Stenløse

We do not accept packages sent cash on delivery and we only accept packages that are sent directly to the address.

Refund
If a refund has been agreed upon, it will be refunded using the same method that the purchase was paid with. If the item is impaired, we will deduct the amount you are liable for. For example, if you paid by card, the refund will be credited to the bank account associated with that card. If this is not possible, please send us your bank details so we can transfer the agreed amount.

Return policy
As a consumer, you have a 100-day right of withdrawal when you shop with us.

The cooling-off period expires 100 days after the day you receive your item. If you have ordered several different items in one order, but they are delivered individually, the period runs from the day you receive the last item.

The deadline means that you have 100 days from receipt to notify us that you want to cancel your purchase. You can send an email to support@elita.dk or use the standard withdrawal form, which you can find at the bottom of the terms and conditions. You cannot cancel the purchase by refusing to receive the goods without notifying us at the same time.

After you have given notice of withdrawal, you have 14 days to return the goods.

You can return parts of your order and we will refund the amount corresponding to the returned goods.

Return process
To initiate a return, please send an email to support@elita.dk with the subject "Return" and briefly describe why you want to return the product. We will then get back to you with the further process.

Return requirements
We recommend that you return the product in the original packaging. If the original packaging is missing, it may result in an impairment of the item. You are responsible for the return shipment and the associated shipping costs. Please note that returns must be sent to:

ELITA
Kærdalen 7
3660 Stenløse
Denmark

We do not accept packages sent COD and we only accept packages that are sent directly to the address.

If a package is returned to us because it has not been picked up at the parcel shop, the return shipping will be deducted from the amount refunded.

Items returned to us without prior contact to support@elita.dk and return authorization will not be accepted.

You can always contact us with questions about returns at support@elita.dk.

Damages and issues
Please inspect your order when you receive it and contact us immediately if the item is defective, damaged or if you have received an incorrect item. We will assess the problem and help you further.

Exchanges
The fastest way to ensure you get the product you want is to return the item you have and then make a new purchase.

Responsibility
When returning products, it is your responsibility to ensure that the products are securely packaged and sent back in good condition. If the item has lost value because you have used it in a way other than what was necessary to determine the nature, characteristics and functioning of the item, you can only get back part of the purchase amount. The amount you can get back depends on the commercial value of the goods.

Refund
We will notify you when we have received and inspected your return. We will then refund the amount, less any shipping and/or depreciation, via your original payment method within 10 working days. Keep in mind that it may take some time for the bank or your credit card company to process the refund. If it has been more than 14 business days since we authorized your return, please contact us at support@elita.dk.

101 day satisfaction guarantee
Selected products are covered by our 101 day satisfaction guarantee. These products are clearly marked on our website. Please note that there is a difference between return policy and satisfaction guarantee: products not covered by the satisfaction guarantee must be returned unused. To use your satisfaction guarantee, you can read more here.

Adjustment of discounts on returns
If you have taken advantage of a promotion where the purchase of one item has resulted in a discount on another item and you return the item that triggered the discount, the right to the discount will lapse. In this case, the refund will be adjusted so that the total transaction price reflects the original price of the other item without discount.

Gift card
When you purchase a product where the gift card is used in full, the right to cancel the purchase of the gift card expires.

If you return a product purchased with a gift card, you will receive a new gift card as compensation - no money will be paid out unless you have paid in excess of the gift card.

If you wish to cancel your gift card purchase, please contact us at support@elita.dk. You can get a refund up to one year after expiration. Payment before expiration will incur an administration fee of DKK 25. After expiration, no fee is charged according to current legislation.

Money for gift cards received for free (e.g. in a competition) cannot be paid out.

Complaint options - overview and links:
If you have a complaint about a product purchased in our webshop, a complaint can be sent to:

Nævnenes Hus, Toldboden 2
8800 Viborg

You can complain via the Complaints Portal for Nævnenes Hus: https://kpo.naevneneshus.dk/

To be able to complain, the product or service you want to complain about must have cost a minimum of DKK 1,110 and a maximum of DKK 100,000. However, for complaints about clothing and shoes, the price must have been at least DKK 720. There is a fee to have the complaint processed.

If you are a consumer residing in another EU country, you can submit your complaint on the European Commission's online complaint platform.

The platform can be found here: http://ec.europa.eu/odr
If you file a complaint here, you must provide our email address: support@elita.dk

Privacy policy
Read our privacy policy here.

Standard withdrawal form

(This form is only completed and returned if the right of withdrawal is invoked)

To:

ELITA
Kærdalen 7
Stenløse 3660
support@elita.dk

I hereby notify that I wish to exercise my right of withdrawal in connection with my purchase agreement for the following goods/services:

__________________________________________________________________________________

Ordered on: _______________________________ Received on: _______________________________

Consumer's name: ______________________________________________________________________

Consumer's address: ___________________________________________________________________

Consumer's signature: _________________________________________ Date: _________________

(Only if the content of the form is communicated on paper)

The terms and conditions were last updated on 15.05.2025