Terms and conditions of trade and payment for S/I Marienlyst Slot

S/I Marienlyst Castle
Marienlyst Avenue 2
3000 Helsingor
CVR: 43723189
Email: info@marienlystslot.dk
Phone: +45 2511 8434

Trading on this website takes place between the customer ("you") and S/I Marienlyst Slot ("we/us").

1. General information

S/I Marienlyst Slot is an independent institution that has exhibitions, operates a café, shop, events and activities at Marienlyst Slot.

These terms and conditions apply to the purchase of:

  • Tickets for events and tours

  • Memberships and donations

  • Goods in our webshop (physical and digital)

  • Rental and booking services

2. Prices

All prices are stated in Danish kroner (DKK) and include VAT, unless otherwise stated.

We make reservations about:

  • typo

  • price changes

  • sold out or discontinued items

  • technical errors in the webshop or payment window

If an obvious pricing error occurs, we are not obligated to fulfill the order.

3. Payment

You can pay with:

  • MobilePay

  • Visa, Visa/Dankort, Visa Electron

  • Mastercard

  • Other payment methods shown at checkout

The amount will only be deducted once the order has been confirmed and shipped/executed.

4. Delivery

4.1. Tickets and events

Tickets are sent electronically by email and act as admission tickets. If you do not receive your ticket, please contact us as soon as possible.

4.2. Memberships

Memberships are automatically activated upon payment, and you will receive a receipt by email.

4.3. Digital products

Delivered immediately via email or download.

4.4. Physical goods

For webshop products the following applies:

  • Delivery will be made to the address you specify when ordering.

  • Items are typically shipped within 1–3 business days.

  • Delivery is via the shipping method you choose.

If the package is not picked up or cannot be delivered due to an incorrect address, the return shipping will be charged to the customer.

Check upon receipt

You must check the package and the goods upon receipt.

  • Visible damage: report within 24 hours

  • Hidden damage: within 7 days

5. Right of withdrawal

5.1. Tickets and events

There is no right of withdrawal for tickets to events with a fixed date, cf. the Danish Consumer Agreement Act, section 18, subsection 2, no. 12.

If we cancel the event, the ticket will be refunded automatically.

5.2. Memberships

14 days right of withdrawal if the membership has not been used.

5.3. Donations and support contributions

Donations are non-refundable.

5.4. Physical goods

There is a 14-day right of withdrawal from the day of receipt.
Cancellation must be notified by e-mail to:

info@marienlystslot.dk

The item is returned to:
S/I Marienlyst Castle
Marienlyst Avenue 2
3000 Helsingor

The customer pays return shipping.

5.5. Goods exempt from cancellation

  • Food and perishable goods

  • Goods manufactured to customer specifications

  • Hygiene products where the seal is broken

  • Digital content where delivery has begun

  • Custom-made goods (prints, posters, personalized products)

6. Returns

You must return the goods without undue delay and no later than 14 days after notification of withdrawal.

Returns must be:

  • securely packed

  • accompanied by order confirmation

  • sent in a trackable shipment

We do not accept packages sent by cash on delivery.

7. Condition of the item upon return

You must handle the item as you would in a physical store.

If the item has been used or handled beyond this, you are liable for any loss of value.
We may deduct an amount from your refund equal to the depreciation of the item.

8. Refund

Once we have received the item, we will refund:

  • the amount of goods

  • standard delivery costs

Refunds are made via the same payment method used for the purchase.

We may withhold the refund until we have received the returned item or received documentation that it has been shipped.

9. Right of complaint

There is a 24-month right of complaint under the Danish Sales Act.

The right of complaint covers manufacturing and material defects – not:

  • normal wear and tear

  • misuse

  • damage due to poor maintenance

In the event of a justified complaint, we offer:

  • repair

  • exchange

  • proportional discount

  • refund

You must complain "within a reasonable time", usually within 2 months after the defect is discovered.

10. Complaints

If you wish to complain, please contact us first at:

info@marienlystslot.dk

You also have the option to file a complaint with:

Center for Complaints Resolution / Consumer Complaints Board
www.forbrug.dk

For consumers residing in the EU, complaints can also be made via:
The EU's Online Dispute Resolution (ODR):
https://ec.europa.eu/consumers/odr/

When making a complaint, our email address must be provided:
info@marienlystslot.dk

11. Personal data

We process personal data in accordance with GDPR and our privacy policy.
Information is only shared with relevant third parties necessary for payment, operations, ticketing and legal matters.

12. Security

Payments are made via encrypted, secure solutions that meet PSD2 requirements.
We do not store payment card information.

13. Changes to terms and conditions

The terms and conditions may be updated continuously. The latest version is always available here on the website.