Purchase Rules (AGB)
Right of complaint
The right of complaint is the customer's right to complain about a product that has faults or defects that were present when the product was sold. The customer has two years to find faults or defects in the goods, which evidentially is the responsibility of the dealer. The burden of proof lies with the dealer the first 6 months and the following 1½ years with the customer. The right to complain is the customer's legal right.
Warranty
Warranty is a special agreement entered into between buyer and seller. If the customer and the dealer agree that there must be a two-year warranty for an item, the customer is allowed to complain about all types of faults and defects during this period. If so happens, it is the responsibility of the dealer to prove the error is due to non-compliance by the customer. Warranty is not the customer’s legal right.
Reasonable time
The customer always has two months to react after a fault or defect in a product has been discovered. Complaints within 2 months are therefore considered to be within a reasonable time and thus in accordance with the law. Complaints made later than two months may still be considered within a reasonable time, but this must be assumed to be a rarity.
The rule of presumption
The rule of presumption states that within the first 6 months after a purchase, it is presumed that a possible defect or fault with a product was present at the time of purchase. This ensures the consumer a lighter burden of proof within the first six months.
Complaint solutions
If you have a complaint, we hope you will give us a direct call on +45 42501918 or send us an email at mail@epicpanda.dk.
You can also complain about a product or service purchased from us to the Danish Competition and Consumer Authority's Center for Complaint Resolution, Carl Jacobsens Vej 35, 2500 Valby. You can complain via www.forbrug.dk.
If you live in another EU country, you can submit a complaint to the EU Commission's online complaints portal: http://ec.europa.eu/odr. When submitting a complaint, you must indicate our e-mail address mail@epicpanda.dk.
Trading terms for private customers
The following sales and delivery terms apply to all deliveries from epicpanda.dk. The conditions apply when a general purchase has been made via the website and no other written agreement has been entered into.
Payment methods
Visa
Visa Electron
MasterCard
Apple Pay
Google Pay
Paypal
Delivery
We deliver to all locations in Germany and the Netherlands. With special written agreement, we deliver to other countries.
Shipping data
It is the customer’s responsibility to ensure that all information provided to Epic Panda when placing an order is correct.
Epic Panda cannot be held responsible if the customer has provided incorrect information.
If incorrectly entered information results in additional costs for Epic Panda in connection with the delivery of a parcel, Epic Panda may pass these costs on to the customer.
Documentation and instructions
If product descriptions or user instructions exist, these are included with the delivery. Additional information from us is for guidance only.
VAT
19% VAT is charged on all purchases of new products ordered from Germany and sent to Germany.
When buying from abroad, VAT may be imposed from the country you buy from.
Used items under the profit margin scheme are marked with (Used), (Genbrug) or (BMO).
Delivery time and transport
Delivery is considered completed when the buyer receives the item. Goods are normally shipped with GLS. Normal delivery time is 2–3 days. Longer for countries outside Germany.
Delivery on pre-orders
Orders are not split. If you order items with different release dates, everything is shipped when the last item is released. If you want items shipped separately, place separate orders.
Payment for pre-orders
We never deduct money for pre-orders before dispatch.
The risk for the goods
Risk passes to the consumer at the time of delivery.
Complaints
Any defects or deficiencies must be reported within a reasonable time. Please contact support@epicpanda.dk or call +45 42 50 19 18. There is a 24-month warranty period.
Demo products have a 3-month warranty period, unless otherwise stated.
Use of the right to complain
Complaints must be reported within a reasonable time. The customer must describe the defect. Products returned without any defect will be returned at the customer’s expense. Products sent cash on delivery will be refused.
Returned products without defects
If no defect is found, the product will be returned to the customer. The invoice/order confirmation and a description of the defect must be included.
Proper return packaging
Products must be securely packaged. Insufficient packaging may result in the loss of rights.
Used goods
Used goods have the same guarantees as new goods.
One‑time codes included in used games may already be used and are not replaced.
Hoarding
Epic Panda may cancel or reduce orders if there is suspicion of hoarding.
Legal Guarantee vs. Warranty in the EU
Consumers in the EU have a 2‑year legal guarantee. Commercial warranties are voluntary and do not replace statutory rights. More info: European Commission.
100-Year Right of Withdrawal
Contact
support@epicpanda.dk
Tel. +45 42 50 19 18
Returns must be requested in writing by email.
Short and precise
The item must not have been used. Any seal must remain intact. The customer pays the return shipping costs. Returns must be sent with home delivery. After 14 days, shipping costs will be deducted.
Return address
Epic Panda
Taksvej 6
7400 Herning
Denmark
Return shipment rules
The parcel must be sent with home delivery and marked “right of withdrawal”. The order number must be included. DAO is not accepted.
Proper return packaging
Items must be securely packaged. Anti-static material must be used if the item was originally delivered in it.
Refund rules
The amount will be refunded using the original payment method. PayPal payments may be refunded by bank transfer.
Shipping costs are only refunded if the customer contacts Epic Panda within 14 days after recieving the order.
If free shipping was provided, the shipping cost will be deducted from the refund for returns made after 14 days.
Purchase agreement
A binding purchase agreement is not concluded until an order confirmation has been issued. In the event of stock errors, Epic Panda reserves the right to cancel the purchase.
Please note
Danish and EU law applies.
Refusal of receipt
If a parcel is refused upon delivery or is not collected from a parcel shop, this will be considered a cancellation of the purchase. All freight costs both ways will be deducted from the refund
Pre-Order Disclaimer
We never make more products available for pre-order than we have ordered from our suppliers. Post-allocation may occur. Pre-orders are handled on a first-come, first-served basis. We reserve the right to cancel pre-orders in the event of supplier issues.
Prices
All prices in Denmark include 25% VAT. When selecting another country, the VAT rate is adjusted automatically.
Delivery
Delivery times are estimates. Delays do not entitle the customer to cancel the purchase unless the delay exceeds 60 days.
Purchase of delivery
The delivery agreement is between the customer and the carrier. Epic Panda acts as an intermediary.
Risk
The risk passes to the buyer upon delivery.
Retention of ownership
Epicpanda.dk retains ownership of the goods until full payment has been received.
Reservations
We reserve the right to cancel orders due to sold-out products and printing errors.
Promo campaigns
Maximum one promo per customer. Misuse will result in removal.
Combining orders
Epic Panda may combine multiple orders and adjust free gifts according to the applicable rules.
Trading conditions for B2B Sales
Special provisions for traders
The same sales conditions apply as for consumers, except there is no right of withdrawal for traders. A 1‑year right of complaint applies from the original invoice date.
contact us via telephone +45 42501918 or kristian@epicpanda.dk if you wish to purchase products for resale to end consumers.
Publisher
Epic Panda ApS
Taksvej 6
7400 Herning
Denmark
Telephone: +45 42 50 19 18
Email: support@epicpanda.dk
Personal data handling (GDPR)
Below you can read more about our policy for processing personal data that you provide when you visit our websites, sign up for the newsletter or use other services associated with Epic Panda.
We want transparency so we can inform you about how we collect and process your information.
At Epic Panda, we have great respect for your privacy, and therefore take data responsibility seriously. We handle your personal data in accordance with the Personal Data Act and the EU General Data Protection Regulation (GDPR) and related legislation.
Contact Information
You can contact us via e-mail at mail@epicpanda.dk or by post to:
Epic Panda ApS
Taksvej 6 7400
Herning
tel: +0045 42501918
What is personal data?
All information that may directly or indirectly relate to you as a person is personal data. This can be your name, address, e-mail, phone number, birthday or IP address. Sensitive data has special rules. Therefore, it is entirely voluntary if you wish to provide this data.
Your rights
As a data subject, you have the following rights:
Withdrawal of consent
If you have given us your personal data through consent, you can always withdraw your consent. After this, we will delete all your information that is subject to consent.
Except in certain cases:
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You have an open order that has not yet been shipped or only partially shipped
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You have a financial balance with Epic Panda, regardless of payment method
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If you have made a purchase on Epic Panda, we retain your personal data in terms of the accounting rules (Only stored in our secure accounting program)
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Your credit application has been rejected within the last three months
Right to information and control
If you want a copy of the information we have about you, you can request this and also have it moved to another data controller, in accordance with the legislation.
You also have the right to have your data changed if errors or omissions occur.
Right to object
You have the right to object to your data being used for legitimate interests, whereupon we do not use your information, unless we can demonstrate a factual reason that overrides your wishes and rights and/or on the basis of legal requirements. Below you can also object to profile analyzes for the use of marketing analyses.
Collection of personal data
When you use a contact form or order form, or contact us as a customer, we collect personal data directly from you.
When contacting us by email, phone or post, we also collect this data, as it is necessary for us to respond to you. Any data you choose to provide to us is also collected.
If you sign up for our newsletter, you also give active consent that we may use your data to send you marketing emails.
Storage of personal data
We store your information as long as you choose to be a customer, or receive newsletters, or anything else from us.
Dissemination of personal data
We use a number of IT systems so that we can deliver our services to you. Therefore, some of your data is stored with our suppliers, who are also covered by the GDPR legislation. At Epic Panda, we do not sell your personal data on to other parties.
