FAQ – Terms and conditions
www.soyaconcept.com is owned and operated by SOYA CONCEPT A/S.
VAT no. 26486254 (hereinafter "soyaconcept or www.soyaconcept.com”)
soyaconcept (head office)
Under Broen 1
Phone number: +45 73 12 16 40
NOTE: This is not the address for returning webshop orders. Please see below.
These terms and conditions apply to purchase of goods on www.soyaconcept.com for delivery in Germany, Austria, Netherlands, Belgium, Luxemborg, Denmark, Sweden, Finland, Estonia, Ireland and Spain.
Ordering and payment
www.soyaconcept.com is open 24 hours a day - 7 days a week. It may happen that we close the shop for maintenance. You can only make purchases when the store is open and available.
To be able to shop at www.soyaconcept.com you must be 18 years old and possess a valid credit card, which we accept. If you are below 18 years, you may still purchase items if you have obtained your guardian's consent or otherwise have the legal right to enter into the purchase.
All our prices are quoted in EUR and include 20% Danish VAT.
How to complete a purchase at www.soyaconcept.com
You choose the item(s) you want to purchase and add them into the "shopping cart". You can edit the contents of the shopping cart at any time and continuously check the content and price of the good(s).
- When you are ready to place your order, click the shopping cart icon and click "Checkout."
- Then enter your information and click "Continue to Shipping Methods"
- Then select the shipping method you want and press "Continue to payment method"
- Then you will be directed to a secure payment page where you will enter your credit card information. You can cancel your order at any time until you confirm your payment information by clicking the "Finish payment" button.
The amount will first be deducted from your account once the item(s) leaves our warehouse.
At www.soyaconcept.com you can pay with the following credit cards:
We pay the credit card fee on all online transactions.
We also accept PayPal and payment through Klarna. For paying with Klarna please read their terms.
Acknowledgement of receipt of order and order confirmation
When you order an item from us, you will receive an acknowledgment (order confirmation) of our receipt of your order. However, there is first entered into a binding purchase agreement, when you have received an order confirmation from us.
We ship all international parcels with Postnord. We use insured parcel service and you will receive the track & trace no. as soon as we ship your order.
Free delivery on all orders over 49,95 EUR.
The following shipping options are offered with PostNord:
- PostNord home delivery (the package is delivered to your residence).
- PostNord business delivery (the package is delivered to your workplace).
- PostNord parcel shop (you choose your place of delivery and the package is delivered to the chosen parcel shop).
Germany and Austria:
- Postnord home delivery (the package is delivered to your residence).
- Postnord parcel shop (you choose your place of delivery and the package is delivered to the chosen parcel shop).
Holland, Belgium, Sweden and Ireland
- Postnord home delivery (the package is delivered to your residence).
- Postnord parcel shop (you choose your place of delivery and the package is delivered to the chosen parcel shop)
NOTE: We reserve the right to cancel an order if freight costs to remote areas exceed a certain size.
14 days return policy
When you shop online at www.soyaconcept.com you have 14 days to return your purchase. Please inform us beforehand that you want to return your items. Right runs from the day you received the goods. Some items are not covered by this right, and it will appear in the ordering process.
If the period expires on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve deadline is extended to the following Monday. In the case of multiple goods ordered in one order but are delivered separately, or a product that comes in several batches, the period from the receipt of the last item.
It is the customer's responsibility that the goods are properly packed. You are responsible for the package (s) until we receive it. Therefore, keep your postal receipt and tracking number. Please return the item unused in the same condition as when received. We reserve the right to reject a product if the packaging is damaged or otherwise cannot be resold. All original packaging, price labels etc. must be returned with the product without having been tampered with.
To exercise the return right, you should make an unequivocal statement by email within 14 days of receipt of goods.
When returning the items, we do a refund of the order deducting a small fee of 3,95€ if using our prepaid returnlabel. If you wish to exchange for another item or color, you can make a new order on our webshop.
If your first order had any discounts, we will make sure that you also get it when purchasing your “correct” item - all you need to do is to contact us at firstname.lastname@example.org regarding this and we will find a convenient solution.
When returning the product(s), please make sure to pack them in their original packaging with tags and everything. The packaging needs to be in an undamaged condition, so please be careful if you plan to use tape or anything like it to wrap the box in.
Documentation of your purchase and return form:
You must enclose a copy of the order confirmation or other proof of your purchase. In addition, it will facilitate the treatment if you attach a completed return form.
If you regret your purchase, the items must be returned to:
DSV Prime Cargo
Arnfredsvej 6, port 9-12
When returning an item, you can use the prepaid returnlabel. Please note we will deduct a small fee of 3,95€ when using this. Simply use the enclosed return label and you are sure that your package is insured. Remember to write down the shipping number so you can always track your package. Please enclose your receipt and the completed return form on why you want to return your order.
- Please write with big letters "RETURN PARCEL" outside of the box/ parcel.
- We expect you to dispatch as soon as possible after you have given notice of withdrawal, and you must return them within 30 days.
- We do not accept packages sent COD (cash on delivery)
When we receive the items, we check it for its content and refund the amount you have paid to us upon purchase - please note we will deduct a small fee of 3,95€ when using our returnlabel. The amount is always transferred to the same credit card as used for the purchase.
NOTE: It can take up to 14 business days for our warehouse to process the return, we therefore ask for your patience. Please contact us at email@example.com, if the refund takes more than the expected time frame.
You may lose your purchase amount, in whole or in part. This happens if the product is impaired because:
- You have actually taken the goods in use.
- It has been damaged while you were responsible for it.
- You have handled goods otherwise than was necessary in order for you to determine the nature, characteristics and the way they operate.
- You have not followed the restrictions on the right of withdrawal resulting from sealing, product type etc.
Right of return for used goods
There are 14 days of right of withdrawal for goods that you have used. If the item has been used, it can still be returned during the cancellation right. As a consumer, one must in principle only take the product into consideration, so test your purchase as in a physical store. After receiving, you must handle the goods only in a way so that you can determine the nature of the goods, properties and the way the product works. If the item is used you can only get a part or nothing of the purchase amount returned. It is the consumer who has to pay for any impairment. That value is determined by what we can get for the product in a further sale.
Complaints - If there is something wrong with the product
Your purchase of covered by the Sale of Goods Act, including lack rules. This means, that the consumer has 24 months warranty, that you can either have a faulty product repaired or replaced, refund or reduction in price, depending on the specific situation. Of course, it is a requirement that the complaint is justified and that the defect is not caused by an incorrect use of the product or other injurious behavior.
In January 2016 there were adopted a new legislation in relation to the Consumer Complaints Act. We will always suggest contacting us and solve any complaints but in case there is a dispute we can’t solve. We refer to the EU commission's home page - Online Dispute Resolution http://ec.europa.eu/consumers/odr/
You must contact us within "reasonable time" after you have discovered the defect. We recommend that you advertise as soon as possible, and within 2 months after the defect was discovered. You can complaint by contacting us via email: firstname.lastname@example.org. Depending on the specific situation, you will receive further instructions.
The product must be sent to:
DSV Prime Cargo
Att. Returns/ soyaconcept
When you return the item, please simultaneously as detailed as possible indicate what the problem is. Please use our complaint/return form. It is not a requirement, but it eases our casework, and minimizes processing time for complaint.
By justified complaint we will refund reasonable freight costs
If the complaint is justified, we will refund your reasonable shipping costs to send the product back to us. Otherwise, you must bear all costs of transport, including our freight costs for returning the item after the investigation. Remember that the product must always be in good packaging and get a receipt for shipment. You have the responsibility of the package / goods up to our reception. Therefore, keep postal receipt and tracking number.
Note: We do not accept packages sent COD (cash on delivery) or similar.
If you have a discount code for the webshop, it can only be used on full priced. Discount codes do not apply to sales items online. Discount codes can not be combined.
To shop at www.soyaconcept.com you must at least specify:
Telephone / mobile number
The above data is stored with information about the items you have purchased for 5 years from the end of the financial year to which the information relates, see. Bookkeeping Act §10, after which the data is deleted. If you have set up a login with us for self-service, your personal information and ordering information will not be deleted unless you ask us to do so.
Informations will not be disclosed or sold to third parties, except in connection with restructuring or a full or partial sale of the company. Any disclosure in such a situation would be in accordance with applicable privacy laws. As a customer you have the right to access our registration data about you, and you can object to the registration according to the rules of the Act on the processing of personal data and inquiries about this should be directed to the soy concept via email@example.com.
Read more about our personal data policy here.
Purchase of items at www.soyaconcept.dk is subject to Danish law and legislation. Any dispute is settled by the Danish courts.
Read more about our cookies policy here.