1. General

1.1

On this page you can read the terms and conditions applicable to purchases from Adax. For the sake of simplicity, any reference to "we", "us", or "Adax" shall be understood as referring to Adax (CVR: 71231518).

ADAX A/S
Vestre Hedevej 18
4000 Roskilde, Denmark
Email: web@adaxshop.com
Phone: +45 43 44 44 10
CVR. 71 23 15 18

1.2
Our terms and conditions apply when you place an order on www.adaxshop.com.

1.3
By placing your order, you agree to these terms and conditions, hereinafter referred to simply as "the Terms". Please ensure that you have read and understood them before placing your order.

1.4
To place an order, you must have the legal capacity to enter into binding agreements, which means you must be at least 18 years old and not under legal guardianship. You must also have a valid email address and a correct delivery address. It is your responsibility to ensure that the delivery address is provided accurately.

1.5
Orders placed on adaxshop.com must not be for business, corporate, or commercial purposes. If we suspect that an order is intended for such use, we reserve the right to cancel the order without prior notice.

1.6
We reserve the right to amend these Terms. However, the Terms that apply to your purchase are those you accept at the time of placing your order. Any changes will be reflected in the most recently published version of the Terms on adaxshop.com. Updates to the Terms become effective at the time you accept them—i.e., when making a new purchase. This means we may, and likely will, update our Terms from time to time, so please visit this page regularly to stay informed.

2. Prices

2.1 Prices
All prices on the Adax Official Webshop are listed in Euros (EUR). These prices include the applicable VAT rate for your country. At checkout, the total price for your purchase, including any applicable delivery charges, will be clearly displayed.

Please be aware that additional customs duties, taxes, or import fees may apply depending on your country. These charges are determined by your local customs authorities and are not collected by Adax. You will be responsible for paying these fees upon the arrival of your parcel.

If you choose to refuse the delivery of your parcel, you will still be liable for the full amount of your purchase. We recommend checking with your local customs office for accurate information regarding any potential charges. Please refer to section 3 for more details.

Note that prices on adaxshop.com may differ from those found in other online and physical retail stores.

2.2 Price Changes
Adax reserves the right to change the listed prices without notice. Subject to any print or typing errors, pricing errors and sold out products.

Price changes may also occur due to following factors:

• Price Increases: These may be caused by rising production costs, tariffs, or other unforeseen circumstances that affect the cost of our products.
• Price Decreases: These may occur as part of promotional campaigns, special offers, or other factors that allow us to reduce prices.

Price adjustments can result in both increases and decreases depending on these factors.

2.3 Offers and Discounts
From time to time, we may offer promotional prices, discount codes, gifts, and other special offers. Such offers are only valid during the specified period and under the terms and conditions directly associated with them. Offers cannot be combined with other discounts, unless explicitly stated otherwise. In some cases, you may need to enter a discount code at checkout to take advantage of the offer. If you have received a discount code, please note that it is not valid on sale items.

2.4 Gifts and Goodie Bags
If you have received a free gift as part of a purchase where the condition is that the order value exceeds a certain amount, and you wish to return items from your order, the gift must also be returned. If the gift is not returned, we reserve the right to deduct the value of the gift from the refund amount.

If you keep part of your order and return the rest, and the original order value after the return still exceeds the required amount, you may keep the gift.

Personalized items and gifts – such as a luggage tag embossed with a name or initials – cannot be returned, as they are customized specifically for the customer and therefore cannot be resold. If a personalized item or gift was received as part of a purchase, its value will be deducted from the refund if the original item is returned. For example, the price of a luggage tag with personalized initials will be deducted from the refunded amount when returning the associated suitcase.

One gift / goodie bag per customer.

3. Taxes and Customs Duties

3.1 Taxes and Customs Duties
All prices on adaxshop.com include the applicable VAT tax rate for your country. 

Please note that customers outside the EU, except Norway and UK, may be subject to import duties, taxes, or additional charges once the product reaches the destination country. These fees are determined by your local customs authorities and are your responsibility. Adax has no control over these charges, and we cannot guarantee the accuracy of the estimates provided.

For your information, our bags are manufactured in India.

If you refuse the delivery due to customs charges, customs authorities may impose an administration fee on Adax, which will be deducted from your refund.

We recommend checking with your local customs office for more detailed information regarding potential charges before placing your order.

 3.2 Duties and customs clearance on returns
For returns from countries outside the EU, the customer is responsible for all costs related to duties and customs clearance. Adax reserves the right to deduct these costs from any refund if they are not paid by the customer in advance.

IMPORTANT: Be aware of fake customs duty requests (phishing emails)

We’ve been made aware that fraudulent customs payment requests are circulating via email, appearing to come from shipping carriers such as GLS. These emails are phishing attempts and may include fake customs invoices, suspicious links, or harmful attachments. Never pay a customs duty or fee without first verifying that the request is genuine.

Before making any customs-related payment, we strongly recommend that you:

• Avoid clicking on any links or opening attachments from the emails or messages

• Verify the payment request directly with the shipping company – visit their official website or contact their customer service independently. Important: Never use contact information or links from the email or message itself. Instead, search for the company’s official website (e.g., via Google).

• Ask the shipping company to confirm whether the customs charge is real and issued by them.

At Adax, we continuously monitor this situation and always contact the carrier directly if there’s any suspicion of a fake customs request that we are being made aware of.

If you’re in doubt about the authenticity of a customs payment request, you’re more than welcome to contact us – we can help verify it by reaching out to the shipping company on your behalf.

Already paid a fake customs charge or clicked a suspicious link?

If you’ve mistakenly paid a fraudulent customs invoice or clicked on a suspicious link, don’t panic – but act quickly:

1. Contact your bank immediately. They may be able to reverse the payment or block your card to prevent further misuse.
   
2. Contact the shipping company directly and explain the situation. Don’t use links or contact details from the suspicious email or message. Instead, go to the shipping company’s official website, which you can find by searching online.
   
3. Reach out to us at Adax and let us know about the situation. We’re here to help and can support you in contacting the relevant shipping provider if needed.

The faster you act, the greater the chance of minimizing any potential impact.

4. Ordering

4.1 Placing an Order
When you wish to place an order on adaxshop.com, you collect the items you want to purchase in your shopping cart by clicking "Add". In the cart view, you can review your order and remove any items you no longer wish to purchase before proceeding to checkout. Depending on your chosen payment method, additional steps may be required to complete your payment.

4.2 Order Confirmation
Upon receiving your order, we will send you an automatic email confirmation that your order has been placed.

4.3 Shipping Confirmation
Once your items have been packed, we will send you an email with a shipping confirmation, which will include all relevant details regarding your order and delivery.

4.4 Order Rejection
In the event of an error, including pricing errors, we are not bound by the agreement if you were or reasonably should have been aware that there was an error.

4.5 Cancelling an Order
If you wish to cancel your order, please contact us as soon as possible by email at web@adaxshop.com. An order can only be cancelled if it has not yet been shipped. Once we have processed your request, you will receive a confirmation by email. If the order has already been shipped, our standard return policy applies.

5. Payment Methods

You can pay for your order using various methods listed below. Depending on your selected payment method, additional terms or charges may apply. No payment fees are charged when shopping on the official Adax webshop.

5.1 Payment Before or Upon Delivery

Credit or Debit Card
You can enter your payment details at checkout using a valid credit or debit card (Maestro, Mastercard, VISA, VISA/Dankort, or American Express). The corresponding amount will be reserved on your card immediately but will not be charged until the goods are dispatched. Adax reserves the right to verify the validity of the card, ensure sufficient credit to cover the order amount, and confirm the accuracy of billing details. We reserve the right to reject any order based on the outcome of these checks.

PayPal
When paying with PayPal, Adax reserves the right to verify the validity of the PayPal account, ensure sufficient funds to cover the order amount, and validate the billing address. The amount will be reserved on your PayPal account immediately but will only be charged once the order has been dispatched. Adax reserves the right to refuse any purchase.

Pay Now (Klarna)
The "Pay Now" service is provided by Klarna. Klarna only supports payments in the currency of the country you are shopping from. If you want to use Pay Now/Klarna, make sure to select your country before shopping. You can change this at the top right corner of our website from the globe (🌐) icon.

When choosing this payment method, you pay securely via direct transfer from your online banking. Your online banking details are handled exclusively within Klarna’s secure payment system—Adax does not have access to your banking data or account. For more information or assistance, please visit klarna.com or contact Klarna customer support.

Gift Card
You can choose to pay for your order in full or in part using an Adax gift card on adaxshop.com. Simply enter the Gift Card code in the check out when placing your order.

5.2 Payment After Delivery

Pay Later (Klarna)
"Pay Later" is offered in cooperation with Klarna. Pay Later/Klarna only supports payments in the currency of the country you are shopping from. If you want to use Klarna, make sure to select your country before shopping. You can change this at the top right corner of our website from the globe (🌐) icon.

Once your order has been dispatched from our warehouse, you will receive instructions from Klarna on how and when to complete your payment. For more information or questions about your payment, please visit klarna.com or contact Klarna customer service here: Klarna Customer Service.

5.3 Receipt
Your receipt will be included in the shipping confirmation email. You are responsible for providing a correct email address and for informing Adax if your email address changes.

5.4 Payment Reservation
If you pay with an international credit or debit card, the amount will be reserved immediately.
The funds will remain reserved on your card or account until either:

1. We charge the amount when the goods are dispatched, or
2. The funds are released in accordance with your card issuer's policy.
   The amount will only be charged once the items are shipped from Adax. Under no circumstances will more than the authorized amount be charged.

5.5 Price Adjustments
If a product you have purchased is later reduced in price, we do not refund the price difference.

6. Shipping

During checkout, you will be presented with the available delivery options for your specified shipping address, including the estimated delivery time following our approval of the order and the cost associated with each option. If your order is approved, you will receive a shipping confirmation email containing all relevant details about your order and the selected delivery method.

6.1 Shipping Prices  
At Adax we strive to offer our customers the best service possible. Adax therefore offer the lowest shipping prices as possible. We offer free shipping over 200EUR for parcel shops in EU (where available).

We have provided a general overview of the shipping prices below, including free shipping thresholds that applies to selected countries.

Please note that the final and applicable shipping cost, as well as the available delivery options, will be displayed at checkout. The delivery options offered will depend on your selection.

If your country is not listed in the overview, please feel free to contact us for further assistance.

If you are a customer withing the EU and need to return your order, please view the price for a prepaid return label in section 7. Return. 

Please note that only customers within the EU can use our return portal and prepaid return label. If you are located outside of the EU, you will need to return your package at your own expense and arrange the return shipment yourself. The package must be sent directly to us; we do not offer collection from pickup points or parcel shops.

Return Address:

ADAX A/S
Att. Webshop Return
Vestre Hedevej 18
4000 Roskilde
Denmark

Email: web@adaxshop.com
Phone: +45 43 44 44 10

Shipping Prices

5 EUR

Norway, Sweden - - free shipping for parcel shop (if possible) over 200EUR

8 EUR
Austria, Belgium, France, Germany, Luxembourg, Netherlands, Czech Republic, Finland, Poland, Switzerland - free shipping for parcel shop (if possible) over 200EUR

10 EUR
Estonia, Lithuania, Latvia, Poland, Slovenia, Spain, United Kingdom - free shipping over 300EUR

20 EUR
Iceland, Hungary, Albania, Bosnia and Herzegovina, Faroe Islands, North Macedonia, Serbia, Turkey - free shipping 300EUR

20 EUR  
United States, Canada - free shipping over 300EUR

25 EUR
China, Hong Kong - free shipping for parcel shop (if possible) over 300EUR

25 EUR
Bahrain, Bangladesh, Bhutan, Brunei, Egypt, India, Indonesia, Japan, Jordan, Kuwait, Malaysia, Mexico, Mongolia, Morocco, Nepal, Oman, Philippines, Puerto Rico, Qatar, Saudi Arabia, Singapore, Sri Lanka, Syria, Taiwan, Thailand, Tunisia, United Arab Emirates, Vietnam, Yemen, South Korea - free shipping for parcel shop (if possible) over 300EUR

35 EUR
Australia, Argentina, Brazil, Colombia, Chile, Costa Rica, Bolivia, Ecuador, El Salvador, Guadeloupe, Guatemala, Haiti, Honduras, Martinique, Montserrat, New Zealand, Nicaragua, Panama, Paraguay, Peru, South Africa, Trinidad and Tobago, Uruguay, Venezuela, French Guiana - free shipping for parcel shop (if possible) over 300EUR

50 EUR
Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Chad, Djibouti, Equatorial Guinea, Ethiopia, Fiji, French Polynesia, Gabon, Ivory Coast, Kazakhstan, Kenya, Kyrgyzstan, Madagascar, Mauritania, Mauritius, Mongolia, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Papua New Guinea, Rwanda, Senegal, Canary Islands (IC), Sudan, Tanzania, Togo, Uganda, Uzbekistan, Zambia, Zimbabwe, Israel, Cyprus

All orders are dispatched from our warehouse in Denmark within 1-3 business days of order placement. Below is an approximate guide for delivery times to various countries:

• Austria, Belgium, France, Germany, Luxembourg, The Netherlands, and The United Kingdom: 2-3 days
• Norway and Sweden: 2-5 days
• Finland, Ireland, Italy, Poland, and Switzerland: 3-5 days
• Greece, Portugal, and Spain: 4-5 days
• Iceland: 4-9 days

Please note that the stated shipping time refers to the estimated period from the dispatch of the goods from Adax’s warehouse in Denmark until delivery to the customer. The customer is responsible for being present at the delivery address or for collecting the parcel upon arrival.

Delays may occur during transit due to circumstances beyond Adax’s control. Adax cannot be held liable for delayed deliveries, and it is not possible to recall or redirect a shipment once it has been dispatched.

Orders placed after 12:00 PM on a Friday will be shipped the following business day. During busy periods or public holidays in Denmark, delivery times may be extended.

All packages are shipped with a reliable carrier to ensure safe delivery to the address of your choice.
At Adax Official Webshop, we select the best shipping option available for your country. We work with DSV, which partners with carriers such as GLS, FedEx, and UPS to ensure secure and timely delivery.

If, for any reason, you do not receive a tracking number, please contact us a few days after placing your order, and we will provide you with the tracking details.

6.3 Delivery to Private Address
If you wish to have your order delivered to your address, you can select this option at checkout, provided it is available for the country from which you are ordering. Enter your address carefully and double-check its accuracy before placing your order. If you notice that your address is incorrect, please contact us as soon as possible. We will attempt to assist you, but please note that it may not be possible if the package is already in transit.

It is important that you are at home on the scheduled delivery day, as failure to be available for delivery may incur additional fees for us. You will be notified if a delivery attempt has been made, either by phone, email, or SMS, using the contact information provided when placing your order.

If the package cannot be delivered after several delivery attempts, it will be returned to us. In such cases, any fees incurred for the return of the package will be charged to you.

6.4 Delivery to Parcel Shop
If you wish to have your order delivered to a parcel shop, you can select this option at checkout, provided it is available for the country from which you are ordering. Remember to choose your preferred parcel shop. Once the package has been shipped or dropped off at the selected parcel shop, we are unfortunately unable to change the parcel shop.

When your package is delivered to the parcel shop, you will be notified by email or phone, using the contact details provided when placing your order.

Please note that in some cases, the shipping company may deliver your package to a different parcel shop due to space constraints.

If you fail to collect your package from the parcel shop within the specified time frame and it is returned to us, you will be charged the actual return shipping fees imposed by the courier. Should you wish for the package to be reshipped, you will be required to pay for any additional shipping costs.

6.5 Correct Address
You are responsible for ensuring that the correct address is provided. Please double-check your address at checkout. This applies to delivery to both private addresses, businesses, and parcel shops.

If you notice that your address is incorrect, please contact us as soon as possible. We will attempt to assist you, but please note that it may not be possible if the package is already in transit.

6.6 Delayed delivery
Although we do our best to deliver within the indicated timeframe, delivery may occasionally take longer due to unforeseen circumstances. If your order does not arrive within the expected delivery period, please contact our customer service team, who will do their utmost to assist you.

If you have not received your order within 14 business days after receiving your shipping confirmation, it is your responsibility to contact Adax.

6.7 Undeliverable Orders and Unclaimed Parcels
If your order cannot be delivered after multiple attempts, or if it is not collected from the designated pick-up point despite several reminders, the order will be returned to us. In such cases, a fee will be charged to cover the return shipping costs.

7. Return

Returns extended to January 12, 2026

7.1 Return Policy
You have the right to withdraw from your purchase, in whole or in part, for any reason within 21 days from the date you received your order.

This means that you have 21 days after receiving the goods to let us know that you want to cancel the purchase, and to send it back to us. To notify us about your rerutn, you can send an e-mail to web@adaxshop.com or make use of the standard cancellation form, which you will find at the bottom of this page.

Please note: Items must be returned in original condition: hangtags must not be removed, and the protective plastic and packaging of the bag must remain intact to ensure a full refund.

You cannot cancel the purchase by refusing to receive the goods – please follow step 7.2 or 7.3 on how to return if you wish to return your purchase.

Only items purchased online at www.adaxshop.com can be returned.

7.2 How to Return - Within the EU

If you wish to return an order, or part of your order, you can use our Return Portal to purchase a return label.

Please note: Our return portal is a service we provide to make returns easier. Our return portal is only available for selected countries within the EU. If your country is not supported or if the system is temporarily out of service, we kindly ask you to follow the steps below in section 7.3 How to Return - Outside of EU. 

Return Label Prices 

Step 1: Generate your return label

1. Go to Return Portal – Adax Shop and log in using your order number/Req. no. (e.g., #1234INT) and the email address used when placing your order.
2. Select the items you wish to return, indicate the reason for return and complete the return request.
3. Download and print your return label

Step 2: Prepare your return package

1. Fill out the return form included with your order and place it inside the parcel along with the item(s). This ensures we can process your return correctly. If you no longer have the return form, please include a note with your order number, name, email, phone number, the items you wish to return, and the reason for your return.
   

2. Include a copy of your invoice inside the parcel, so we can confirm the item was purchased from adax.dk.
   

Step 3: Pack and send your return

1. Securely pack the items you wish to return along with a copy of your invoice and the completed return form.

2. Attach the return label to the outside of the parcel. Please ensure that any old shipping labels are removed or covered before attaching the new return label. 

3.  Your package is now ready to be returned using your preferred return method.

Please note: Returns must be initiated within the 21-day return window and without unnecessary delay.

If you choose not to use our return portal, please notify us in advance. Be sure to provide the name of the courier and the tracking number to us. You are responsible for the package until it reaches us, so we strongly recommend keeping your proof of shipment.

Please include a copy of your invoice so we can confirm that the item was purchased on adax.dk and make sure to fill in the return form included with your order and place it inside the parcel along with the item(s). This ensures we can process your return correctly.

If you no longer have the return form, please include a note with your order number, name, email, phone number, the items you wish to return, and the reason for your return.

Returns must be initiated within the 21-day return window and without unnecessary delay.

Please note: All return parcels must be sent directly to our address. We do not collect parcels delivered to pick-up points or parcel shops.

Return Address:

ADAX A/S
Att. Webshop Return
Vestre Hedevej 18
4000 Roskilde
Denmark

Email: web@adaxshop.com
Phone: +45 43 44 44 10

7.3 How to Return - Outside of EU

If you are purchasing from outside the EU, you will need to arrange the return shipment yourself. Please notify us in advance, and be sure to provide the name of the courier and the tracking number to us for your shipment. You are responsible for the package until it reaches us, so we strongly recommend keeping your proof of shipment. 

Step 1: Prepare your return package

1. Fill out the return form included with your order and place it inside the parcel along with the items you wish to return. This ensures we can process your return correctly.
   If you no longer have the return form, please include a note with your order number, name, email, phone number, the items you wish to return, and the reason for your return.
2. Include a copy of your invoice inside the parcel so we can confirm the item was purchased from adax.dk.

Step 2: Send your return directly to us

1. All returns must be sent directly to the address below. We are unable to collect parcels from pickup points or parcel shops. Some shipping companies only deliver to parcel shops for international shipments, so please confirm with your carrier that the parcel will be delivered directly to our address. If your return is sent to a parcel shop, it will be returned to you at your own expense.

Return Address:

ADAX A/S
Att. Webshop Return
Vestre Hedevej 18
4000 Roskilde
Denmark

Email: web@adaxshop.com
Phone: +45 43 44 44 10

Returns must be initiated within the 21-day return window and without unnecessary delays.

Returns from Norway
At present, returns from Norway are at the customer's own expense, and the Adax return portal cannot be used for this purpose. Customers are responsible for arranging the return themselves and for covering any duties and customs clearance fees.

If you are returning a claim (e.g., a defective item) and the claim is approved, you will not be charged for the return shipping.

7.3 The state of the article when you return it
You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to determine the nature, characteristics, and functionality of the item. In other words, you may try the product in the same way you would in a physical store.

If the item has been used or tested beyond what is described above, we will consider it as used. This means that, if you exercise your right of withdrawal, you may only receive a partial refund—or no refund at all—depending on the resale value of the item.

To receive a full refund, you must treat the product as you would in a store: you may try it on, but not actually use it.

Please make sure to return the correct and complete item, so we can process your return as quickly as possible.

Items must be in their original condition: the hangtag (price tag) must not be removed, and the plastic bag and product packaging must be intact if you want to ensure a full refund.

Items returned to Adax A/S must be securely packaged to avoid damage during transit.

7.4 Refund and Reimbursement
If you wish to return an item, we will refund the full order value. Once we receive your returned item, we will refund the order value using the same payment method used at the time of purchase—unless you have explicitly requested a different method.

We aim to process your return within 14 days of receiving the item. After the return has been processed, it typically takes 1–5 business days for the funds to appear in your account. You will receive an email confirmation as soon as your return has been handled and your refund has been processed. Please note that holidays, public holidays, vacation and busy periods may delay both the processing and the refund.

If we have not received the item or have not been provided with documentation of shipment within 14 days of your notice of withdrawal, we reserve the right to withhold the refund until the item is received or documentation is provided.

We will issue a full refund for any returned item, provided it is returned in the same condition as it was when received. Hangtags (price tags), plastic bags, and packaging must be intact, and the item must not be damaged, soiled, washed, altered, or used (except for trying it on).

If the value of the item has been reduced due to use, damage, or missing packaging, we reserve the right to deduct an amount from your refund corresponding to the reduced value of the item.

Therefore, we recommend that you take good care of the products so they can be returned in their original condition.

You can contact us at web@adaxshop.com if you have any questions regarding returns and refunds.

7.5 Customs Fee on Returns
If you make a return from a country out of the European Union be aware that there could be a customs fee. ADAX do not pay customs when returning. If you choose this option a fee will be deducted from your refund.

7.6 Exchanges
Unfortunately, we do not offer customizations or exchanges. We kindly ask you to place a new order at adaxshop.com and return the item you wish to exchange, if needed.

8. Defects and Faults

8.1 Issues with Received Products and Your Rights
Is there a problem with the item you ordered? According to applicable consumer protection laws (the Danish Sale of Goods Act), all products must be free from defects, meaning they must comply with the sales contract, be suitable for their intended purpose, and function like any other product of the same type.

If this is not the case, please email us—we are happy to help. You can reach us at: web@adaxshop.com. Please inform us your order number and describe the defect or fault with your product and, if possible, include photos to help us better assess the issue.

If an item you received is defective and you notice the defect within 30 days of receiving the product, you may choose to follow the instructions in Section 6.

When contacting customer service, please state that the item was defective. It is important that you include a document in your return shipment with your name, order number (e.g., #1234INT), and a note explaining the reason for your return.

8.2 Repair, Replacement or Price Reduction
Depending on the item, the nature of the defect, and your request, we will offer to repair or replace the item with a new one. If this is not possible or would involve disproportionate costs, we will offer you a price reduction or a refund, depending on your preference.

9. Warranty & Claims

9.1 Warranty Coverage
Adax A/S offers a 2-year warranty in accordance with the Danish Sale of Goods Act, covering manufacturing and material defects that are identified during normal use of the product.

The warranty does not cover defects, damages, or wear and tear that result from improper use, lack of maintenance, force, or unauthorized repairs.

Complaints about defects that should be detected by using the product must be notified Adax within reasonable time.

We only process warranty claims for items purchased directly through our own websites: adax.dk or adaxshop.com. If the bag was purchased from one of our retailers, such as a physical store, you should contact the retailer where the purchase was made.

In the event of a valid warranty claim, Adax will cover the shipping costs  in a resonable extent. Please contact us at web@adaxshop.com and we can arrange the procedure for your claim.

Remember that the item should be returned in secure packaging and should include the following:
– A description of the defect and where it is located on the product
– Valid proof of purchase
– A document with your name, order number (e.g., #1234DK), and an indication that it is a warranty claim

Please refer to section 7 (Returns) for returns – the same applies to complaints. If you are unable to create a return label, please contact us.

9.2 Damaged Luggage
If your luggage was damaged during travel, it is important to report the damage immediately to the airline or travel company upon arrival. Damages that occur during transport or handling of luggage are not covered by our warranty and must be handled directly with the travel company responsible.

9.3 Other Claims
If you purchased your Adax bag from NEYE, Magasin, or another retailer—either online or in a physical store—you should contact the respective retailer directly for any warranty claims.

10. Our Responsibility

10.1 Information on adaxshop.com
We make every reasonable effort to ensure that the information on adax.dk is accurate, complete, and up to date. However, despite this, the information may occasionally be inaccurate, incomplete, or outdated. We are not bound by such information if you have realized or should have realized that the information was inaccurate, incomplete, or outdated.

10.2
We do our best to accurately display and describe the features of our products on adax.dk, including dimensions, composition, and colors. However, the color you see depends on your device. Our measurements are approximate values to help assess the model or fit of the specific item. They are not a guarantee of the actual dimensions of the item you receive, as the final measurements may vary depending on the material used in production. If you are not satisfied with the item you ordered, you are, of course, welcome to return it. Please refer to Section 6 for the Right of Withdrawal.

10.3
In the event of force majeure (an event beyond our control that we cannot reasonably overcome or foresee), we will no longer be obligated to fulfill our contract with you.

11. Complaints and Dispute Resolution

11.1 How to File a Complaint
If you have a complaint about any of our products or services, please let us know by contacting customer service here: web@adaxshop.com.

11.2 Compliance with Alternative Dispute Resolution
We comply with applicable alternative local dispute resolution mechanisms for addressing potential customer complaints.

11.3 EU Online Dispute Resolution Platform
Customers in the EU can submit complaints to the EU's online dispute resolution platform, known as the "ODR platform." The ODR platform is free of charge and allows consumers and businesses within the EU to attempt to resolve complaints arising from online purchases without going to court. This joint portal is a user-friendly and interactive website available in all official EU languages. Using the ODR platform, consumers and businesses can choose an out-of-court dispute resolution body and go through the process to find a solution to the consumer's complaint. The ODR platform is available here: http://ec.europa.eu/odr.

11.4 Filing Complaints with the Danish Consumer Complaints Board
You can file a complaint with the Danish Consumer Complaints Board, provided that you have first submitted a complaint directly to us. You can find more information here: https://naevneneshus.dk/start-din-klage/center-for-klageloesning-og-forbrugerklagenaevnet/til-forbrugere/.

To file a complaint, the product or service you wish to complain about must have cost at least DKK 1,220 and no more than DKK 100,000. For complaints about clothing and shoes, the price must have been at least DKK 790. There is a fee for processing the complaint.

11.5 Consumer Rights and Protection Laws
We comply with applicable mandatory consumer protection laws, and we do not intend to exclude or limit any rights you may have through these terms.

11.6. Severability of Terms
If any provision of these terms cannot be enforced for any reason, this will not affect the enforcement of the other provisions of these terms.

11.7 Company Information
Adax A/S
Municipality: Roskilde
Head Office: Vestre Hedevej 18
4000 Roskilde, DENMARK
Company Number: CVR Number 71231518
Customer Service Contact: web@adaxshop.com

 12. Shop with confidence

At Adax, we are committed to providing a secure and trustworthy shopping experience. Our online store complies with relevant consumer protection laws and industry standards for data security and transparency.
We use secure payment solutions and SSL encryption to ensure that your personal data and transactions are protected at all times.
Your trust matters to us – and we aim to meet the expectations of customers across Europe with reliable service and high-quality products. 

Certified by the Danish e-commerce label – e-mærket
Adaxshop.com is part of Adax, a Danish company certified by e-mærket – Denmark’s official label for safe and responsible online shopping. This certification means that our Danish operations comply with strict national standards for security, transparency, and consumer protection.
Learn more about the e-mærket certification here: adaxshop.com er certificeret af e-mærket

PERSONAL INFORMATION

When placing an order on www.adaxshop.com , we require the following information from you: 

•  First and last name
• Address
• Phone number
• Email address

We only collect and share the personal information necessary to deliver the product to you.

No personal information registered on adax.dk will ever be transferred, sold, or made available to third parties. All information is stored securely. The CEO and the Adax Online Manager of ADAX A/S have access to the information registered about you.

For electronic payments a secure encrypted method is being used through the shop system.

The webshop system uses cookies. Cookies are necessary for the webshop to function and to ensure the best possible experience on the Adax webshop. By using the Adax webshop, you accept our use of cookies. If you wish to delete cookies at a later time, this can be done through your browser settings.

When making a purchase, we request your name, address, phone number, and email address. This information is used solely for processing orders. The information is transmitted and stored electronically in an unencrypted form and kept for 5 years. The actual “contract” (purchase agreement) is not stored by Adax A/S in a way that would allow you to log in later to view/change its status.

Additionally, we register the IP address from which a purchase is made. This information is normally not used but can be used in case of a police investigation. All fraudulent orders are reported to the police.

It is also optional to have your email address added to an email list with Adax A/S to receive news and other information from Adax. This service can be subscribed to or unsubscribed from at any time.

According to the Danish Data Protection Act, we provide information upon request about registered data, and based on any objections, we will delete the data to the extent requested. You can contact us at web@adaxshop.com.

We also collaborate with a number of other companies that store and process data. These companies only process information on our behalf and may not use it for their own purposes.

We only work with data processors in the EU or in countries that provide adequate protection for your information.
The data controller for adax.dk is Adax A/S.

Legal notice

COMPLAINTS

If you wish to file a complaint about your purchase, please contact us at web@adaxshop.com or by phone at +45 43 44 44 10.

Adax.dk is e-marked, which means you are covered by e-mark's buyer protection, and you always have access to e-mark's free case management when you shop with us.

If we are unable to find a solution, you can file a complaint with the relevant boards in the field, provided the conditions are met.

Complaints should be directed to:

Nævnenes Hus
Toldboden 2
8800 Viborg
naevneneshus.dk

To complain about goods or services, the goods or services must have a value between 1.110 DKK and 100.000 DKK. If the goods you want to complain about are clothes or shoes the value must be at least 720 DKK. A fee will be charged.

Alternatively, you can use the European Commission's online complaint portal ODR although this will mainly be relevant if you are a consumer residing outside Denmark.

Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with Danish law. Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the jurisdiction of the Danish courts. If you are a consumer residing in another EU country, you may choose to bring the case before the competent courts in your home country.

Rights to Content

All content on the Adax webshop, including text, images, graphics, logos, and software, is the property of Adax A/S or its licensors. Unauthorized use of the content or any part of the site, including reproduction, modification, distribution, or publication, is prohibited. All rights to the content on this website are reserved.

Changes to Terms and Conditions

Adax A/S reserves the right to change, update, or revise these Terms and Conditions at any time. The most recent version of the Terms and Conditions will be made available on the website. By continuing to use the webshop or make purchases, you agree to be bound by the updated or amended Terms and Conditions. We recommend that you regularly review these Terms and Conditions.

Last updated on: 17-11-2025

Contact information

If you have any questions regarding these Terms and Conditions, you can contact us at:

ADAX A/S
Vestre Hedevej 18
4000 Roskilde, Denmark
Email: web@adaxshop.com
Phone: +45 43 44 44 10
CVR number: 71231518

Standard cancellation form

(This form is only to be filled in and returned when the right to cancel is exercised.)

To:

ADAX A/S

Vestre Hedevej 18
4000 Roskilde
web@adax.dk
E-mail: web@adaxshop.com
Tel. +45 43 44 44 10

I wish to make use of the right to cancel in a purchase agreement concerning the following goods/services:

__________________________________________________________________________________

Ordered, date: _______________________________     Received, date: _______________________________

Consumer’s name: ______________________________________________________________________

Consumer’s address:  ___________________________________________________________________

Consumer’s signature: _________________________________________      Date: _________________

(only if the content of the form is given on paper)