Terms & Conditions
General
Skilmálar og reglur þessar ná til Klukkunnar ehf. kt. 600418-0760 („Klukkan“) og þeirra verslana sem fyrirtækið rekur hverju sinni.
If you wish to file a complaint regarding a product or service, please do so by sending an email to klukkan@klukkan.is. We respond to all complaints as quickly as possible, typically within 7 business days. Should a dispute arise between buyer and seller, parties may refer the matter to the Consumer Complaints Board (Kærunefnd vöru- og þjónustukaupa), Borgartún 29, 105 Reykjavík (www.kvth.is), for resolution.
Return Policy
You can exchange items with us within 90 days of purchase. Exchanges and returns in our stores are always free of charge.
When exchanging items, the current selling price of the product on the date of exchange always applies, regardless of the price paid at the time of original purchase. This applies, among other things, to sale days, clearance sales and other temporary promotional campaigns.
Right to cancel online purchases
You have the right to cancel your online purchase without giving a reason within 14 days from the day you, or a third party you have appointed (other than the carrier), received the goods, cf. Act No. 16/2016 on Consumer Contracts.
To exercise this right, you must notify Klukkan ehf., Nýbýlavegur 10, 200 Kópavogur, phone 554-4320, klukkan@klukkan.is, about your decision with an unambiguous statement, e.g. by email or with form for cancellation of distance sales contract. It is sufficient that the notification is sent before the deadline expires.
If you withdraw from the purchase, we will refund the item without undue delay and no later than 14 days after we receive the notification, using the same payment method that was used for the purchase. If the entire order is returned, we will also refund the original delivery cost (however, not any additional cost if a more expensive delivery method was chosen than the cheapest one we offer). We may withhold the refund until the item has been returned to us or you have provided proof of return.
You must return the item to one of our stores or send it to Klukkan, Nýbýlavegur 10, 200 Kópavogur, without undue delay and no later than 14 days after you notify us of your decision.The cost of returning items is paid by the customer.Returns are free at our Klukkan stores. You are only responsible for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functionality.
The right to cancel a purchase does not apply to custom-made or personalised items, e.g. products with engraving.
If an item is defective or incorrect, we cover all costs, including return shipping.
Delivery
Orders can be picked up at our stores at Nýbýlavegur 10, Kringlan, Smáralind and Fjörður or delivered via Dropp or Flytjandi. Orders are shipped on all weekdays. Delivery cost depends on the delivery method and is free for orders of 15,000 kr. or more. Pricing and delivery times can be found on the page Delivery.
If items are located in a different Klukkan store than the one fulfilling the order, delivery may take approximately one business day longer, and items with engraving may take additional time. Delivery depends on the current schedule of Dropp and Flytjandi and may be subject to delays.
Defects and Liability
All products are covered by warranty in accordance with Act No. 48/2003 on Consumer Sales. If a defect appears within two years of delivery, the consumer may be entitled to repair, replacement, a discount or cancellation, as stipulated in Articles 26 and 27 of the Act. Defects must be reported within two years of delivery. If the product is intended to have a significantly longer lifespan than is generally the case, the period for reporting earlier defects may be up to five years from delivery, cf. the second sentence of paragraph 2 of Article 27 of Act No. 48/2003.
If Klukkan is unable to repair an item, Klukkan will provide the customer with a comparable, or
refund if that is not possible. Generally, a maximum of two repair attempts will be made before a replacement product or refund is issued.
Klukkan's warranty does not cover:
1. Damage and defects due to neglect and improper handling.
2. Damage caused by moisture and dirt if the watch is not water-resistant (5ATM).
If the buyer believes there is a defect, they can contact Klukkan at klukkan@klukkan.is or by phone at 554-4320 during store opening hours.
Repair Service
The following applies to watches, jewellery and other items that a customer delivers to Klukkan stores for repair, appraisal or service. By handing over an item and paying the reception fee, the customer accepts these terms. In all other respects, the service is governed by Act No. 42/2000 on Service Purchases.
Reception and reception fee
Upon receipt, the item is registered in Klukkan's repair system and the customer receives a confirmation with a repair number via SMS to the registered phone number. A reception fee is charged upon registration according to the current price list. The reception fee is deducted from the final repair cost if the repair is carried out, but is not refunded if the repair is cancelled or the cost estimate is rejected, as it covers inspection, assessment and administration. The customer is responsible for ensuring that the registered phone number and email address are correct. Klukkan's notifications are considered delivered when they are sent to the registered phone number or email address.
Budget and Approval
If a repair costs more than the reception fee, or if a fixed price cannot be given at reception, Klukkan sends a cost estimate by SMS or email with a link where the customer approves or declines. The repair does not begin until approval is received, and approval via the link is equivalent to written approval. If no response is received, the estimate is repeated after 3 and 10 days. If no response is received within 21 days of sending the estimate, Klukkan considers that the repair is not requested; the item is then reassembled and the customer is notified by SMS that it is ready for collection without repair. The reception fee remains and the rules on storage and disposal below apply from that date.
Notification that an item is ready
When a repair is completed, or it has been decided that no repair will be carried out, Klukkan sends a notification by SMS to the registered phone number. If the item is not collected, reminders are sent 7 and 21 days after the notification and a final notice 75 days after it, by SMS and by email if an email address is registered, with a 30-day deadline to collect the item. All notifications are recorded with a date in the repair history. A notification sent to a registered phone number or email address is considered valid even if it reaches the customer late or not at all, cf. Article 39 of the Act on Service Purchases.
Storage and disposal of uncollected items
An item not collected after notification that it is ready is stored at the customer's risk and expense, cf. Article 37 of the Act on Service Purchases, and Klukkan retains a lien on the item until the repair and accrued costs are paid. If an item has not been collected three months after notification and the customer has not responded to the final notice within the deadline given therein, Klukkan reserves the right, pursuant to Article 38 of the Act on Service Purchases, to sell the item in a secure manner to cover accrued costs for repair, administration and storage. If sale is impossible or the cost thereof is clearly greater than the sale price, the item may be disposed of. Proceeds exceeding Klukkan's claim are refunded to the customer without delay, should they request it. The disposition is recorded in the repair history with date, method and amount.
Payment and delivery
Repairs are paid for upon collection at the store where the item is picked up. Items are collected using the repair number from the SMS confirmation or confirmation of the registered phone number. You can request that the item be delivered to another Klukkan store.
Privacy Policy:
Delivery and order tracking
Klukkan ehf. cares about privacy and the security of data that the company handles. In the privacy policy Klukkan explains the purpose for which personal data is collected and how such data is handled. Our goal is that customers, partners and other individuals are informed about how the company collects and processes personal data.
Klukkan is the data controller for personal information provided to the company. Written inquiries regarding the processing of personal data can be sent to the company at klukkan@klukkan.is.
Personal information is any personally identifiable or personally identifiable information about the registered individual, i.e. information that can be directly or indirectly traced to a specific individual, according to the definition of data protection laws. Data that is non-identifiable is not considered personal information.
Klukkan's handling of personal information complies with applicable laws on data protection and processing of personal data as they are at any given time in Iceland.
Collection and processing of personal data
Klukkan collects personal information about its customers to provide them with access to products and services in accordance with the terms of business agreements, to ensure that services are tailored to their needs, and to communicate information to them for marketing purposes. The purpose of information collection is primarily to serve customers better and to adapt and improve their experience of Klukkan's services.
In connection with repair services, Klukkan records the customer's name, phone number, email address and, where applicable, national ID number in order to carry out the repair, send notifications and fulfil legal obligations. This information is not used for marketing purposes unless the customer specifically consents to it.
Klukkan only collects personal information that is necessary to provide the relevant service at any given time. If a customer chooses not to provide personal information, Klukkan may not be able to supply the individual with products or provide services.
Klukkan never uses personal information for any purpose other than that for which it was collected. Data is stored for as long as necessary based on the purpose of processing and the terms of agreements, unless laws and regulations require a longer retention period.
Individual transactions
Klukkan collects information about its customers in connection with individual transactions. Thus, Klukkan collects, among other things, contact information with customers, information about the product and/or service purchased, e.g. product number and price.
If a customer violates the law in their communication or transactions with Klukkan, information about the violation may be processed on the basis of the company's legitimate interests. Violations may also be reported to the police.
Mailing list and text messages
Klukkan processes email addresses that an individual has registered and consented to the use of in advance, in mailings of marketing emails and/or text messages to individuals on the company's mailing list and/or phone number list. Furthermore, an individual may optionally register or authorise the registration of more detailed personal information. Consent is then requested to process information about their purchases of Klukkan's products and services for the purpose of marketing Klukkan's products and services. By registering this optional information, the individual consents to Klukkan combining information about them from other business systems of the company, such as sales systems and CRM systems (Customer Relationship Management), in order to provide better service and send more personalised messages.
This processing is based on consent and the individual is always entitled at any time to withdraw their consent and unsubscribe from the company's mailing list and/or text message list by clicking on a link provided in marketing emails, sending an email to klukkan@klukkan.is or calling 554-4320.
Representatives of companies and institutions
If an individual acts on behalf of a partner of Klukkan, such as a supplier, contractor or customer that is a legal entity, Klukkan may process their contact information, such as name, phone number and email address. Klukkan may also process communication history and, where applicable, billing information. This processing is necessary for the company to fulfil its obligations on the basis of an agreement with the relevant partner. The company may also be required to process such information on the basis of a legal obligation, such as accounting laws.
Suggestions and/or comments from customers
If an individual submits a suggestion or complaint, Klukkan will generally process their contact information, such as name and email address, and the content of the complaint or suggestion they have chosen to submit. Information is stored for as long as necessary based on the purpose of processing.
Disclosure of personal information
Klukkan never uses personal information for any purpose other than that for which it was collected. Klukkan does not disclose personal information to third parties except with consent, in accordance with the terms of business agreements, on the basis of the company's legitimate interests or on the basis of a legal obligation.
Klukkan reserves the right to disclose personal information to third parties (processors) who are service providers, agents or contractors of Klukkan for the purpose of providing the requested service.
Klukkan shares information, for statistical purposes, with processors who work with the company on quality and marketing activities. Klukkan only provides processors with the personal information necessary for them for the aforementioned purpose and enters into an agreement with them whereby they undertake an obligation to keep information about individuals secure and use it only for the aforementioned purpose.
All processors and partners of Klukkan sign an appropriate confidentiality statement and processing agreement in accordance with the provisions of data protection laws. Klukkan thus ensures the protection of personal information in accordance with laws and regulations on data protection as they are at any given time. This includes the formulation of a security policy on the handling and security of personal information and the establishment of security and procedural rules as required by data protection laws.
In cases where a third party (processor) gains access to personal information, Klukkan ensures confidentiality and that data is deleted after processing is completed. Klukkan never rents or sells personal information about customers.
Data security
Klukkan emphasises ensuring that the storage of personal information is conducted in a secure manner, that appropriate technical and organisational security measures are taken to ensure the highest security of data at any given time.
These measures are intended to protect personal information against accidental loss or alteration and against unauthorised access, copying, use or disclosure.
All communication with Klukkan's web servers is encrypted over secure URLs (HTTPS).
Your rights
An individual has the right to and may request that Klukkan provide them with information about the personal information the company holds as well as about the processing and handling of information about them. The individual may also be entitled to receive a copy of the information. Under certain circumstances, an individual may request that the company send information that they have provided to us or that originates from them directly to a third party.
An individual has the right in certain cases to have personal information about them corrected or deleted, e.g. if the information is no longer necessary for the purpose for which it was originally collected.
If an individual does not want their information deleted, e.g. because they need it to defend against a claim, but still wants it not to be processed further by the company, they may request that its processing be restricted.
If the processing of an individual's personal information is based on the company's legitimate interests, they also have the right to object to that processing.
However, the aforementioned rights of the individual are not absolute. Thus, laws may require the company to refuse a request for deletion or access to data. The company may also refuse their request due to the company's rights, such as on the basis of intellectual property rights, or the rights of other parties, such as the right to privacy, if the company considers those rights to outweigh. However, your right to object to processing for marketing purposes is unconditional.
The individual will be notified and given an explanation if there is a delay in processing or if the request cannot be fully complied with no later than one month from its receipt. An individual may complain to the Data Protection Authority (www.personuvernd.is) if Klukkan refuses to provide them with certain information or if the individual is dissatisfied with Klukkan's processing of personal information.
If circumstances arise where the company cannot comply with an individual's request, the company will attempt to explain why the request has been refused, subject to limitations based on legal obligations.
Cookies
"Cookies" are information that a consumer's web application stores on their computer at the request of web servers. Klukkan uses this information, among other things, to identify the user and know how often they visit the website/webshop, what the consumer puts in their basket, what the consumer's previous orders were like, and to introduce the consumer to products that might be of interest.
The cookies are designed to serve the consumer's needs and Klukkan uses cookies mainly to make the website and webshop more enjoyable to use for the consumer and improve their experience.
The cookies are either used for specific service routes or to collect statistical information to improve Klukkan's website. Some cookies are temporary and therefore disappear when the user leaves the website, while others persist longer. Persistent cookies are stored on the user's computer and remember their choices and/or actions on the website and therefore remember previous actions to make it easier for the user to navigate the website. In addition, local cookies are used that are linked to specific marketing campaigns and disappear when the campaigns end.
Most browsers are set to automatically accept cookies, but they can be configured so that the user must approve each instance. Even if the user chooses not to allow cookies, the user can still use almost all parts of Klukkan's website, including the shopping system.
By using Klukkan's webshop, the buyer agrees that Klukkan collects information automatically with cookies.
More information regarding deletion or management of cookies can be found at http://www.aboutcookies.org.uk/. The user's options for using Klukkan's website may be limited by such changes.
Policy review
Klukkan's privacy policy is reviewed regularly and the company's policy is to be as clear and straightforward as possible about how the company collects personal information and for what purpose the information is used.
Klukkan reserves the right to change the privacy policy at any time, without notice.
All enquiries regarding the handling of personal information and Klukkan's privacy policy should be sent to the email address klukkan@klukkan.is or by phone at 554-4320.
This privacy policy was established on 13 January 2025.