Terms of trade for a webshop

What are terms of trade?

Terms of trade (also called sales and delivery terms or general terms) are a set of standard terms that a seller uses in all dealings with customers. They form the basis of the relationship and set out the rules for:

• Ordering and payment
• Delivery and delivery times
• The right of withdrawal and returns
• The right to complain and defects
• Limitation of liability

For webshops, clear and visible terms of trade are not just good practice. It is also a requirement that the consumer receives a number of pieces of information before the purchase.

Rules for webshops in Denmark

Danish webshops are subject in particular to these sets of rules:

1. The Consumer Contracts Act

The Consumer Contracts Act (forbrugeraftaleloven) implements the EU Consumer Rights Directive and sets consumers' minimum rights on distance sales. Key rules:

• A 14-day right of withdrawal on online purchases (B2C)
• The seller must give the consumer a number of clear pieces of information before the purchase
• The consumer can withdraw without giving a reason

2. The Sale of Goods Act

The Sale of Goods Act (købeloven) governs the right to complain and defects in consumer purchases:

• Consumers as a rule have a 2-year right to complain
• Within the first year after delivery (the presumption rule), a defect is as a rule presumed to have existed at delivery, unless the seller proves otherwise
• Repair, replacement, a proportionate reduction or cancellation are the possible remedies

3. The E-commerce Act and the Marketing Practices Act

The E-commerce Act and the Marketing Practices Act impose information requirements. Among other things, you must clearly state:

• The business's name, address and CVR number
• Email address and contact details
• The total price including VAT and duties
• Delivery costs
• Payment methods
• The terms for withdrawal and returns

The right of withdrawal: all you need to know

The right of withdrawal is one of the most important consumer rights on online purchases.

The deadline

The consumer has a 14-calendar-day right of withdrawal from the day the goods are received (or from the conclusion of the agreement for services).

If the seller has not informed correctly about the right of withdrawal, the deadline is extended by up to 12 months.

Exceptions to the right of withdrawal

Not all goods and services are covered. The exceptions include, among others:

• Sealed goods that should not be returned for health or hygiene reasons once the seal is broken
• Digital content delivered and started after the customer's express consent
• Custom-made goods adapted to the customer
• Flight and hotel reservations for a specific date
• Newspapers and periodicals (except subscriptions)

Return costs

The seller can have the customer pay the return costs, but this must appear clearly in the terms of trade. If it does not, the seller bears the costs.

What should your terms of trade contain?

Mandatory information (B2C)

1. Business details: name, address, CVR number and contact
2. Product description: a clear description of goods and services
3. Price: including VAT, fees and delivery costs
4. Payment terms: accepted payment methods and when payment is taken
5. Delivery terms: expected delivery time and method
6. Right of withdrawal: the deadline, the procedure and any exceptions
7. Standard withdrawal form: the EU standard form should be made available
8. Right to complain: the 2-year right to complain and the complaint procedure
9. Access to complain: information on where the consumer can complain
10. Privacy policy: a reference to your privacy policy (GDPR)

Recommended clauses

• Limitation of liability within the framework of the law
• Force majeure
• Choice of law and venue

The difference between B2C and B2B terms of trade

Topic	B2C (consumers)	B2B (business customers)
Right of withdrawal	14 days (required on distance sales)	No legal requirement
Right to complain	2 years (mandatory in the consumer's favour)	Freely agreed
Limitation of liability	Limited scope	Free agreement
Payment terms	Governed by consumer law	Free agreement

If you sell to both consumers and business customers, you should have separate sets of terms.

Access to complain and dispute resolution

A dissatisfied consumer must first complain to the business. If the dispute is not resolved, the consumer can go on to the Danish complaint system:

• The Centre for Complaint Resolution (Center for Klageløsning, under Nævnenes Hus) tries to mediate
• The Consumer Complaints Board (Forbrugerklagenævnet) can make a decision if the mediation does not lead to a solution

State in your terms of trade where the consumer can complain.

Note: the EU's ODR platform (Online Dispute Resolution) is closed. The regulation behind the platform was repealed with effect from 20 July 2025, and the former obligation to link to the ODR platform no longer applies. If you have a link to the ODR platform in your old terms, you should remove it.

GDPR and cookies

In addition to the terms of trade, your webshop must have a privacy policy and usually a cookie solution in accordance with the GDPR and the cookie rules.

If you use third-party suppliers for payment, email marketing or statistics, this usually requires a data processing agreement.

Frequently asked questions

Is it a requirement to have terms of trade on a Danish webshop?

Yes. Consumer law and the e-commerce rules require you to give the consumer a number of specific pieces of information before the purchase. Deficient information can mean that the withdrawal deadline is extended by up to 12 months and that you cannot rely on certain terms.

Can I copy another webshop's terms of trade?

It is not advisable. Terms of trade are protected by copyright, and a copy of someone else's terms may not suit your situation. You risk taking on terms that are not valid or that do not suit your industry.

What happens if my webshop does not have the withdrawal form?

The consumer can still withdraw within 14 days. If you have not informed correctly about the right of withdrawal, the deadline is extended by up to 12 months. It can cost you in the form of returns you are not prepared for.