Terms and conditions
General information
ARoS Aarhus Art Museum
CVR no. 39799928
Aros Allé 2, 8000 Aarhus C
T: 8730 6600
Contact
You can contact us by phone: 87 30 66 60 Tuesday to Friday 10:00 a.m. – 5:00 p.m. or by email butik@aros.dk.
Payment
In the ARoS shop, you can pay with the following payment methods: Mobile Pay, MasterCard, Maestro, Visa, Visa Electron, JCB, Dankort, Visa/Dankort, e-dankort, and ARoS gift cards.
Reservation of amount
If you pay with an international payment card, the amount will be reserved immediately. The money will be reserved on your card or account until:
1) We deduct the amount when we ship the item, or
2) The money is released according to the agreement with your card issuer.
You can read more about the rules for your specific card at your card issuer.
We do not charge card fees.
(Please note, however, that fees may still be charged for the use of card types issued outside the EU.
In the case of Diners Club and American Express, you are required to have a direct redemption agreement with Diners Club and/or American Express, respectively.
It is also permitted to charge card fees on company cards.
If you charge fees in this context, the rates must be stated here.
The amount will only be debited from your card when the item is shipped.
Delivery
You will receive admission tickets and gift cards immediately by email, as an attachment or download link – an order confirmation will also be sent.
Check your spam folder if you cannot find the email.
Annual passes must be collected from the information desk at Aros.
VAT
Admission tickets and gift cards are VAT exempt.
Right of withdrawal
As a consumer, you have a 14-day right of withdrawal when you shop with us.
The withdrawal period expires 14 days after the day you received your item or we entered into an agreement for a service.
This means that you have 14 days from the date of receipt or the date on which we entered into the agreement to notify us that you wish to cancel the agreement. You can send an email to (insert email address) or use the standard cancellation form, which you will find at the bottom of the terms and conditions.
You cannot cancel the purchase by refusing to receive the item without also notifying us.
Returning items (gift cards)
You have the right to cancel your gift card within 14 days if you purchased it online. You cannot cancel the purchase of gift cards bought in the ARoS Shop or at ARoS Information.
Refund of the purchase price
If you cancel the agreement [ii], you will receive a refund.
We will refund all payments received from you no later than 14 days from the date on which we received your notification that you wish to cancel the agreement.
We will refund the money using the same payment method you used for the purchase, unless we have agreed otherwise.
Special provisions for services (admission tickets and annual passes)
If you use your annual pass or admission ticket within the first 14 days and you have given your consent[iii] to the right of withdrawal lapsing once the service has been provided, and you still wish to exercise your right of withdrawal, please note that we will charge reasonable costs for the part of the service that has been delivered.
If you have used your admission ticket within the first 14 days, the right of withdrawal lapses when the admission ticket is used, which you agree to in the purchase flow.
Right of complaint
The rules of the Sale of Goods Act apply to the purchase of goods but not to services. However, you still have the right to complain if there are errors or defects in the service. You must complain within a reasonable time and preferably as soon as possible, as time may be crucial to our ability to remedy the situation.
If you are not satisfied with the service, you can contact us at tel. no. 6190 4900 or info@aros.dk
For purchases of goods, you have a right of complaint for 24 months. Contact us before you send the item. If your complaint is justified, you can either have the item repaired, replaced, your money refunded, or a price reduction, depending on the specific situation.
You must complain within a “reasonable time” after you have discovered the defect. If you complain within two months of discovering the defect, the complaint will always be considered timely.
Appeals
If you wish to complain about your purchase, please contact ARoS Shoppen, ARoS Aarhus Kunstmuseum, Aros Allé 2, 8000 Aarhus C. Email: butik@aros.dk
If we are unable to find a solution, you can send a complaint to:
Nævnenes Hus
Toldboden 2
8800 Viborg
The complaints portal for Nævnenes Hus.
To be eligible to complain, the item or service you wish to complain about must have cost at least DKK 1,220 and no more than DKK 100,000. There is a fee for processing the complaint.
When you shop at an e-mark certified webshop, you can have your case processed free of charge by e-mark, regardless of the amount involved. Read more here.
If you live in Denmark and have made a purchase from a seller outside Denmark but within the EU, Norway, Iceland, or the United Kingdom, you can file a complaint with Consumer Europe here.
If you live in another EU country, Norway, or Iceland, you can contact the Consumer Europe office in that country.
Standard cancellation form
(This form must be completed and returned only if the right of cancellation is exercised)
To:
Shop.aros.dk
Aros Allé 2
8000 Aarhus C
Email: info@aros.dk
Standard cancellation form
(This form should only be completed and returned if the right of cancellation is exercised)
To:
Shop.aros.dk
Aros Allé 2
8000 Aarhus C
Email: info@aros.dk
Standard cancellation form
(This form should only be completed and returned if the right of cancellation is exercised)
To:
Shop.aros.dk
Aros Allé 2
8000 Aarhus C
Email: info@aros.dk
I hereby give notice that I wish to exercise my right of withdrawal in relation to my purchase agreement for the following goods/services:
__________________________________________________________________________________
Ordered on: _______________________________
Received on: _______________________________
Consumer's name: ______________________________________________________________________
Consumer's address: ___________________________________________________________________
Consumer's signature: _________________________________________
Date: _________________
(only if the content of the form is communicated on paper)
The terms and conditions were last updated on 19.09.2025
[i] When you sell a service, the customer's right of withdrawal runs from the moment the agreement is entered into. Examples of services include repairs, writing a song for a party, web hosting, etc.
[ii] As a general rule, you must refund all amounts received from the customer within 14 days of being notified of the cancellation. You cannot make the refund conditional on the customer returning the service, as this is usually impossible.
[iii] In the opinion of the Consumer Ombudsman, consent is not explicit if it is only stated in the general terms and conditions that the customer accepts. In other words, it must be required that the customer actively indicates that he or she accepts this particular term.