AV-Connection is an e-mark shop. When shopping on e-mark online shops, you always have access to the e-mark consumer hotline. The e-mark is operated by the Danish E-commerce Association (FDIH). We are also rated and reviewed regularly by our customers on Trustpilot, which is a service where consumers have the opportunity to share their buying experiences when shopping in online shops.
Information, objection, modification, data portability and deletion
You can always contact us to find out what personal data about you is kept by us. This can be done by contacting
You may also contact our Data Protection Officer (DPO) on
Tel. +45 77 34 10 89
If there are errors in our information, you can always ask to have them rectified, so our information remains correct, just as you have the right to have the data provided in a common format (data portability). If you have requests related to changing data or data portability, you are also very welcome to write to us at the e-mail address above.
If you no longer want us to process your personal data, or you want us to limit the processing of your personal data, you can also send a request to the e-mail address above.
Your information (except your e-mail address if you have given consent to the processing of this for the receipt of special offers) will be anonymised 5 years after we have completed your most recent order.
If you wish to withdraw your consent to the processing of your e-mail address (which we use to send you our newsletter), it can always be done by clicking the appropriate link provided in each newsletter.
If you wish to complain about AV-Connection's processing of your personal data, you can do so by contacting the Danish Data Protection Agency, at Borgergade 28.5, DK-1300 Copenhagen, telephone +45 33 19 32 00 or e-mail firstname.lastname@example.org.
You can order products from AV-Connection A/S in the following ways:
Via the Online shopping function (Preferred)
All prices on the website include VAT and all taxes, duties, etc. For orders sent outside the EU, VAT is deducted after the order is approved. I.e., that it is not clear on the website or via the order confirmation, this is due to technical limitations.
Agreements on our website can be entered into in the following languages:
Shipments are mainly handled by PostNord in the form of either letters or parcels. The freight is calculated based on the contents of the shopping cart during the purchase process.
There are 3-4 ordering steps and you can always come back and correct information by pressing back, or start over by clicking the shopping cart in the upper right corner.
The items are added to the shopping cart and a preliminary freight price is indicated for the most common cases.
You proceed to the checkout and invoicing and any alternative delivery addresses are indicated. You must also select how the items are to be delivered and then the choice of payment.
The total price incl. any shipping will be added to the order and either confirmed immediately or you proceed to a secure server for card payment when the order is then confirmed.
An order registration will be automatically issued if a correct e-mail address has been provided, alternatively the confirmation website page can be printed. The order registration can resent by e-mail by contacting our support. The invoice is sent electronically via e-mail or EAN loc. no. for public institutions.
When paying with a debit card, you are always protected against misuse. You have the option to refuse payment when you receive your payment statement. You have no excess to pay in case your card is misused in an online shop that uses SSL (Secure Socket Layer) in its payment which AV-Connection A/S does. You are better protected than in the physical world where you have an excess of DKK 1,200 if your Dankort is misused by using your PIN. AV-Connection only accepts secured payments. Orders exceeding a value of DKK 450 paid for by debit cards must be Text-verified through 3D-secure.
The data you submit in connection with purchases paid with by debit card are encrypted (SSL) and only NETS can read them. Neither AV-Connection A/S nor others have the option to read the data.
The amount for the products is only debited when the order is sent from AV-Connection A/S. There can never be a larger amount debited than what you have approved for the purchase.
In our online shop you can pay by a variety of means of payment, they can all be found here. Here you can also see fees for card payments.
Shipping and delivery
AV-Connection A/S uses PostNord as the primary carrier for delivery in Scandinavia. For larger shipments, 3D Logistics (DK only) or the supplier´s shipping partner is normally used. For foreign shipping, different suppliers are used, including DHL. Normally, there is next day delivery on orders held in stock, but there may of course be a delay for various reasons.
Once your order is shipped, you will be able to follow the order status either via a direct link in the order confirmation or via the website's menu: "Information", "Ordering" and "Order status". There will also be a tracking link.
A calculated freight price is always visible simply by placing the desired item in the shopping cart. If you want freight prices for a country other than Denmark, you can then go in and change this directly in the shopping cart, and the freight price is automatically updated to the cheapest possible for the desired country. Often special delivery services can be selected at an extra cost.
Right of cancellation
As a consumer, you usually have 14 days right of cancellation, but when you shop in AV- Connection's online shop you have a full 30 days right of cancellation!
The right of cancellation period expires 30 days after the day you received your order or take physical possession of the last item, when it concerns an agreement on several different items that have been ordered in one order and delivered separately.
Within 30 days from receipt you must notify us that you want to cancel your purchase. The notification should be given using our contact options or using the standard cancellation form. In your message, please make us clearly aware that you want to exercise your right of cancellation.
You cannot exercise your right of cancellation by simply refusing to accept the item without, at the same time, clearly notifying us of this.
The right of cancellation only applies to private customers who buy from the online shop, i.e. by default not for people who shop in our physical shops or for business customers unless otherwise agreed in writing prior to the purchase.
You must send your order back to us without undue delay and within 14 days after you have notified us that you want to cancel your purchase. You will bear the direct costs of the return. You are responsible for the item during the time before delivery of the item.
The return parcel must have a valid return reference number upon return for ease of processing. In return, you do not need to enclose a copy of the invoice or order registration. Contact us before creating a return case if there are problems getting the product to function as it may be due to improper use and it can often be remedied by proper instruction. Cheques are not be issued for credits.
By their nature, it is not possible to return some products by regular post. This applies to, among other things, screens, furniture and products over 30 kg. The cost of return in Denmark is expected to amount to no more than approx. DKK 750.
NB: Returns that are purchased on webshoppen may NOT be returned to any physical stores, other thatn the Sønderborg branch - they must still be sent to Sønderborg.
The product's condition when you return it
You are liable for any reduction in product value due to other handling of the product than what is necessary to determine the nature, characteristics and functionality of it. In other words - you may try out the product in the same way as if you tried it in a physical shop.
If the product has been tried out beyond what is described above, we consider it as used, which means that after returning it, you will only get part, or none, of the purchase amount back, depending on the product's commercial value.
Reimbursement of the purchase amount
If you cancel your purchase, the amount you have paid us will of course be reimbursed to you. In case of a depreciation in value for which you are liable, this is deducted from the purchase amount.
If you exercise your right of cancellation, we will refund all payments received from you, including shipping costs (excluding additional costs resulting from your choice of delivery, other than the least expensive type of standard delivery offered by us), without undue delay and in any case within 14 days from the date we receive notice of your decision to cancel our agreement. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In case of partial cancellation of an order in which only a few items are returned, you have no claim to have delivery costs refunded.
We may withhold reimbursement until we have received the product, unless you have supplied evidence of having returned it.
If the purchase is cancelled, the product must be sent to the address in Sønderborg that is listed at the top of the page, but to facilitate the process, please use our returns system. You will receive information via e-mail when your when your return case has been approved, cancelled or closed. The return case can also be followed via the website by logging in with the order number and e-mail address.
We do not receive parcels that have not been sent via normal delivery or parcels sent COD.
There is no right of cancellation on the following products:
Services and products to be made or adapted in accordance with the consumer's individual needs, such as custom-made cables, if production or adaptation has already begun. However, this is only when you have previously consented to AV-Connection A/S could begin execution, etc., within the right of cancellation period, i.e. approved the order via the website. Custom-made/adapted products are characterised by the length of the product can be determined by the purchaser in the shopping cart. For incorrectly ordered custom-made cables, certain types and lengths can be returned to 50% of the purchase price if you want other products. Please contact AV-Connection A/S for specific information about your purchase.
The rules of non-conformity in the Sale of Goods Act apply to purchases of products.
When you shop as a consumer at av-connection.dk, you have a 24-month warranty. This means that, as a rule, you can have the product repaired or replaced, refunded or receive a reduction in price, depending on the specific situation. The complaint must be justified and the defect must not have been caused by misuse of the product or other damaging behaviour.
You must complain within a "reasonable time" after you discovered the defect with the product. If you complain within two months after the defect is discovered, the complaint will always be within the warranty.
If the complaint is justified, we will naturally refund your (reasonable) shipping costs. The product must always be returned in protective packaging, and remember to get a receipt for shipment, so we can reimburse your shipping costs.
When you wish to complain about a product, it must be sent to our address (shown at top of the page). We recommend to use our returns system since it facilitates the process, where you will receive a return reference number to be attached to the return parcel when the case is approved.
Please contact us in advance about a fault as it may have occurred due to misuse, which is often quickly remedied by phone. When the returns system is used, you will receive information via e-mail when your when your return case has been approved, cancelled or closed. The complaint/return case can also be followed via the website, by logging in with the order number and e-mail address.
If you complain about and send in a product that proves not to be defective, but simply does not work because of a user error, we are forced to charge an administration fee of DKK 299 to cover the costs associated with testing. There will also be the costs of shipping. In this case, you will receive an e-mail of this before the product is returned for approval of the charge. We will refuse delivery of items sent back COD or with insufficient postage on.
Remember, the product must always be returned in protective packaging, and get a receipt for shipment, so we can reimburse your reasonable shipping costs. Shipments sent with PostNord are considered to be reasonable, however, we offer to send a return label, which can only be put on the parcel so it can be returned at no cost at the post office. This only applies to complaints about defective products, i.e. we must approve your complaint first.
If you wish to complain about your purchase, processing, etc., please contact our support via e-mail, chat or telephone +45 7442 1078. If we cannot find a solution, you can file a complaint with Nævnenes Hus, Toldboden 2, 8800 Viborg, website: naevneneshus.dk. If you are resident in an EU country other than Denmark, you can complain to the EU Commission´s online complaint portal: http://ec.europa.eu/odr
Remember, however, that we are never further away than a phone call, a chat or an e-mail. We are always interested in resolving any grievances if they occur for one or other reason. This is also reflected in our excellent references from other customers, among others, via Trustpilot.
- ALWAYS contact us first with problems.
Av-connection.dk is e-marked, and you can choose to take advantage of e-mark's free Case handling. When you have shopped in an e-mark online shop you are also covered by e-mark's buyer protection. Read more at emærket.dk or call +45 44858590. If you live in a different EU country than Denmark, you can send your complaint to the EU Commission's online complaint platform.