Terms of service

Last updated: 6 September 2026

§ 1 Validity and definitions

(1) Trolle Company A/S, Gydevang 17, DK-3450 Allerød, Denmark, CVR/VAT No. DK35811427 (hereinafter referred to as “Ophena”, “we”, “us”, or “our”), owns and operates the Ophena online store at https://ophena.com.

You can contact us at:

Email: team@ophena.com
Telephone: +45 48 48 51 15

(2) These Terms of Service, also referred to as the “Terms and Conditions”, apply to purchases made through Ophena.com and to the use of the website. The version in effect when an order is placed applies to that order unless otherwise expressly agreed in writing.

(3) A “Consumer” is a natural person purchasing primarily for purposes outside that person’s trade, business, craft, or profession.

(4) A “Business Customer” is a natural or legal person purchasing in connection with a trade, business, craft, or profession.

(5) Separate terms may apply to wholesale orders, authorised retailers, distributors, promotional campaigns, or individually negotiated transactions. Where separate terms have been expressly accepted, those terms take precedence in the event of a conflict.

§ 2 Conclusion of contract and order information

(1) Product presentations on Ophena.com are invitations to place an order and do not constitute binding offers from us.

(2) You place an order by:

1. Selecting the desired product and any available options;

2. Adding the product to your cart;

3. Reviewing the cart;

4. Providing the requested contact, billing, and delivery information;

5. Selecting an available delivery and payment method; and

6. Submitting the order using the checkout button.

(3) Before submitting your order, you can review and correct the information entered using the checkout controls or your browser’s usual functions.

(4) By submitting the order, you make a binding offer to purchase the products in your cart.

(5) An automated email acknowledging receipt of your order does not necessarily constitute acceptance. A contract is concluded when we send an order confirmation, confirm dispatch, or otherwise expressly accept the order.

(6) The contract is concluded with:

Trolle Company A/S
Gydevang 17
DK-3450 Allerød
Denmark
CVR/VAT No. DK35811427

(7) We may refuse or cancel an order before acceptance where reasonably necessary, including in cases of incorrect pricing, unavailable products, suspected fraud, payment problems, delivery restrictions, or an obvious error in the product information. If payment has already been collected for a cancelled order, the amount will be refunded.

(8) Order information and these Terms will be provided electronically. You should retain a copy of your order confirmation and the Terms applicable when you placed the order. Your order history may also be available through your customer account.

(9) You are responsible for ensuring that your email address and other order information are correct and that messages from us are not blocked by your email provider or spam filter.

§ 3 Products and essential characteristics

(1) The subject of the contract is the sale of the products described on the relevant product pages.

(2) The principal characteristics, specifications, contents, compatibility information, and included accessories are stated on the relevant product page.

(3) Product images are provided for illustration. Minor differences may occur due to screen settings, lighting, photography, materials, manufacturing processes, or product improvements.

(4) You are responsible for selecting the correct product, size, colour, model, and configuration and for checking compatibility with any equipment with which the product will be used.

(5) Products must be installed, maintained, and used in accordance with the supplied instructions and solely for their intended purpose. Normal inspection and maintenance remain the customer’s responsibility.

(6) Nothing in these Terms excludes any rights relating to a product that does not conform to the contract or its stated description.

§ 3.1 Colours, materials, dimensions, and customised products

(1) Minor variations in colour, surface, texture, dimensions, or finish may occur due to the materials and manufacturing process. Colours and surface finishes may also change through normal use, exposure, and ageing.

(2) Any measurements stated on the website are approximate unless expressly identified as exact.

(3) Customisation, including engraving or other personalisation, must be reviewed carefully before the order is submitted. We are not responsible for errors in information or wording supplied or approved by the customer.

(4) Custom-made and clearly personalised products may be excluded from the statutory right of withdrawal as permitted by applicable law. This does not affect your rights if the product is defective or does not correspond to the agreed customisation.

(5) Products offered for pre-order may be subject to reasonable production changes before delivery. If a material change affects your order, we will notify you and give you the option to accept the change or cancel the affected product for a refund.

§ 4 Prices, payment, shipping, and delivery

(1) The price payable is the price shown at checkout when the order is submitted, subject to correction of obvious errors.

(2) Prices displayed to Consumers include applicable VAT where required. The checkout will show the price, applicable taxes, and delivery charges before the order is submitted.

(3) Available payment methods are displayed at checkout. Unless expressly stated otherwise, payment is due when the order is placed.

(4) We may use third-party payment providers to process payments. Their separate terms and privacy information may apply to the payment service.

(5) Delivery options, estimated delivery times, and shipping charges are displayed at checkout or described in our Shipping Policy.

(6) Delivery times are estimates unless a specific delivery deadline has been expressly agreed. Pre-order products are shipped according to the estimated availability shown on the relevant product page.

(7) For deliveries outside the customs territory from which an order is shipped, the recipient may be required to pay import VAT, customs duties, clearance costs, or carrier charges. Unless expressly stated otherwise at checkout, such charges are not included in our prices and must be paid by the recipient.

(8) Customers are responsible for providing a complete and accurate delivery address. Additional costs caused by incorrect information, refusal of delivery, or failure to collect a parcel may be charged to the customer where permitted by law.

(9) For Consumers, risk of loss or damage passes when the Consumer or a person designated by the Consumer, other than the carrier, takes physical possession of the products.

(10) If the Consumer independently appoints a carrier that was not offered by us, risk passes when the products are delivered to that carrier, to the extent permitted by applicable law.

(11) For Business Customers, risk passes when the products are handed to the carrier unless otherwise agreed in writing.

§ 5 Right of retention and reservation of title

(1) Products remain the property of Trolle Company A/S until we have received full payment for the products and any directly related charges.

(2) Consumers may exercise a right of retention where provided by applicable law.

(3) A Business Customer may only exercise a right of retention in relation to claims arising from the same contractual relationship, unless mandatory law provides otherwise.

§ 6 Right of withdrawal and voluntary returns

Statutory right of withdrawal

(1) If you are a Consumer in the European Union or another jurisdiction providing an equivalent right, you generally have the right to withdraw from a distance contract within 14 days without giving a reason.

(2) For a contract concerning one product, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the product.

(3) If several products from one order are delivered separately, the period generally begins when you, or the designated third party, receives the last product.

(4) To exercise your right of withdrawal, you must inform us of your decision through an unequivocal statement before the withdrawal period expires:

Trolle Company A/S
Att: Ophena Returns
Gydevang 17
DK-3450 Allerød
Denmark
Email: team@ophena.com
Telephone: +45 48 48 51 15

You may also request your return through your customer account or use the model withdrawal form included below. Use of the form is optional.

Effects of statutory withdrawal

(5) If you validly withdraw from the entire contract, we will refund the payments received for the withdrawn order, including the cost of the least expensive standard delivery method offered by us.

(6) Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable.

(7) We will issue the refund without undue delay and no later than 14 days after receiving notice of your decision to withdraw. We may withhold the refund until we have received the returned products or you have supplied evidence that they were sent back, whichever occurs first.

(8) Refunds will normally be made using the original payment method unless otherwise expressly agreed. You will not be charged a fee solely for receiving the refund.

(9) You must return the products without undue delay and no later than 14 days after informing us of your withdrawal.

(10) You are responsible for the direct return cost unless we have expressly agreed otherwise or applicable law requires us to cover it. Available return-label services and applicable deductions are described in our Refund Policy.

(11) You are responsible only for any reduction in the product’s value resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.

Exceptions

(12) The statutory right of withdrawal does not apply where an applicable legal exception exists. This may include products manufactured to the Consumer’s specifications or clearly personalised, such as products bearing custom engraving.

(13) The withdrawal exceptions do not limit your statutory rights if a product is defective, damaged on arrival, or does not conform to the contract.

Voluntary return and Money-Back Guarantee

(14) Any return period offered beyond the statutory 14-day withdrawal period is a voluntary commercial benefit and is subject to the conditions in our Refund Policy.

(15) Where applicable, additional protection may be available under the Ophena Money-Back Guarantee. The conditions on that page apply in addition to your mandatory statutory rights and do not replace or restrict them.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract:

To:

Trolle Company A/S
Att: Ophena Returns
Gydevang 17
DK-3450 Allerød
Denmark
Email: team@ophena.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following products:

Ordered on/received on:

Name of Consumer(s):

Address of Consumer(s):

Order number:

Signature of Consumer(s), only if submitted on paper:

Date:

§ 7 Liability

(1) Nothing in these Terms excludes or limits liability where it cannot lawfully be excluded or limited. This includes liability for death or personal injury caused by negligence, intentional misconduct, gross negligence, mandatory product liability, fraud, or breach of mandatory Consumer rights.

(2) Subject to paragraph (1), we are responsible for losses that are a foreseeable consequence of our breach of contract.

(3) We are not responsible for losses caused by:

• Improper installation, use, storage, alteration, or maintenance;

• Use contrary to the product instructions or intended purpose;

• Normal wear and tear;

• Accidents, external forces, or third-party equipment;

• Inaccurate information provided by the customer; or

• Events outside our reasonable control.

This does not apply where the loss results from a defect for which we are legally responsible.

(4) Consumers are not excluded from recovering losses that arise from our failure to exercise reasonable care and skill or from our breach of mandatory legal obligations.

(5) To the extent permitted by law, we are not liable to Business Customers for indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of opportunity, or loss of data.

(6) To the extent permitted by law, our total liability to a Business Customer arising from an order will not exceed the amount paid for the products giving rise to the claim. This limitation does not apply to liability identified in paragraph (1).

(7) We are not responsible for a delay or failure caused by circumstances outside our reasonable control, including natural disasters, war, civil disturbance, industrial disputes, epidemics, governmental action, transport disruption, interruption of energy or communications, shortages of materials, or failure of suppliers or carriers. We will take reasonable steps to minimise the effect and perform our obligations as soon as reasonably possible.

§ 8 Contract language

(1) The primary contract language is English unless another language is expressly offered or agreed.

(2) Translations may be provided for convenience. Where legally permitted and where different versions conflict, the English version will prevail. This does not limit mandatory rights that apply to Consumers under the law of their country of residence.

§ 9 Warranty and statutory conformity rights

(1) Consumers have statutory rights if products are defective or do not conform to the contract. These rights are not limited by any voluntary warranty, return policy, or Money-Back Guarantee.

(2) Under Danish law, Consumers generally have a two-year statutory complaint period for goods. If the mandatory law of the Consumer’s country of residence provides greater protection, that protection remains applicable.

(3) If a product is defective, the Consumer may be entitled to repair, replacement, a proportionate price reduction, or termination of the contract, subject to the requirements and remedies available under applicable law.

(4) Please contact us at team@ophena.com as soon as reasonably possible after discovering a defect and include the order number, a description of the issue, and relevant photographs or video where appropriate.

(5) Consumers are encouraged to inspect deliveries for visible transport damage and promptly notify us and the carrier. Failure to do so does not remove statutory Consumer rights.

(6) For Business Customers, the warranty period is 12 months from delivery to the extent permitted by applicable law, unless a longer period has been expressly agreed in writing.

(7) Business Customers must inspect products promptly after delivery and notify us in writing of visible defects without undue delay.

§ 10 Intellectual property and use of the website

(1) All intellectual property rights connected with Ophena.com and its content—including trademarks, trade names, product designs, photographs, graphics, text, videos, software, and layout—belong to Trolle Company A/S or the relevant licensors.

(2) Access to Ophena.com does not grant you ownership of or a licence to use our intellectual property except for the limited right to access and use the website for personal and lawful shopping purposes.

(3) Website content may not be copied, reproduced, modified, distributed, republished, commercially exploited, or used to create derivative works without prior written permission, except where permitted by mandatory law.

(4) You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with its operation, use automated systems to extract data without permission, or use its content for unlawful purposes.

(5) Links to third-party websites and services are provided for convenience. We do not control and are not responsible for third-party content, availability, terms, or privacy practices.

§ 11 Governing law and disputes

(1) These Terms and contracts concluded under them are governed by the laws of Denmark.

(2) If you are a Consumer residing outside Denmark, this choice of law does not deprive you of any mandatory protection granted by the law of the country in which you habitually reside.

(3) We encourage you to contact us first at team@ophena.com so that we can try to resolve any complaint directly.

(4) Consumers may also submit a complaint to a competent consumer dispute-resolution body where the legal requirements for doing so are met. Information about Danish consumer rights and complaint options is available through Consumer Rights in Denmark.

(5) Consumer disputes may be brought before any court having jurisdiction under mandatory applicable law.

(6) Disputes involving Business Customers are subject to the exclusive jurisdiction of the Danish courts, with the competent court determined by our registered office, unless otherwise agreed in writing.

(7) The United Nations Convention on Contracts for the International Sale of Goods does not apply to contracts with Business Customers to the extent that its application may lawfully be excluded.

§ 12 Amendments, severability, and contact

(1) We may update these Terms to reflect changes to our business, products, website, payment or delivery services, or applicable legal requirements.

(2) Updated Terms will be published on Ophena.com with a revised update date. Changes do not apply retroactively to orders already accepted unless required by law or expressly agreed with the customer.

(3) If any provision of these Terms is found invalid or unenforceable, the remaining provisions will remain effective. The invalid provision will be replaced or interpreted to the minimum extent necessary to make it lawful and enforceable.

(4) Failure to enforce a provision immediately does not constitute a waiver of our right to enforce it later.

(5) For questions concerning these Terms, an order, a return, or a product, please contact us through our Contact pageor at:

Trolle Company A/S
Gydevang 17
DK-3450 Allerød
Denmark
CVR/VAT No. DK35811427
Email: team@ophena.com
Telephone: +45 48 48 51 15