Terms and Conditions - SilentDirect AB

Contents

§1. General
§2. Ordering
§3. Prices and fees
§4. Products and range
§5. Payment
§6. Performance of the agreement
§7. Delivery and transport damage
§8. Right of withdrawal (consumer)
§9. Complaints and warranty
§10. Returns – practical handling
§11. Special terms and conditions for businesses
§12. Limitation of liability and force majeure
§13. Personal data (GDPR)
§14. Miscellaneous and dispute resolution

§1. General

These terms and conditions apply to the purchase of goods ("products") on our website and constitute the agreement between SilentDirect AB ("we/us") and the customer ("you"). The terms and conditions apply to both consumers (over 18 years of age, residing in Sweden) and companies/businesses based in Sweden. Terms and conditions that conflict with mandatory law do not apply to consumer purchases.

Applicable legislation includes the Distance Contracts Act (2005:59) and the Consumer Purchases Act (2022:260). For companies, the Purchase Act (1990:931) applies, unless otherwise agreed.

We may update the terms and conditions. The version displayed at checkout at the time of purchase applies to your order.

§2. Ordering

You place your order at checkout. When you click on "Pay for purchase," the agreement is concluded and payment liability arises. You will receive an automatic order confirmation via email.

Guest checkout
You can shop without an account.

Change or cancel
Contact kundservice@silentdirect.se as soon as possible. Changes/cancellations can be made before the order has been packed and shipped. Once the order has been shipped, returns are subject to sections 8–10.

§3. Prices and fees

Currency and VAT
All prices are shown in SEK. You can switch between including and excluding VAT. VAT-liable products are subject to 25% VAT.

Shipping
Options and costs are shown at checkout. We always offer at least one option with free delivery to an agent (e.g., DHL Service Point).

Unclaimed packages
If the shipment is not collected, we will charge our actual costs (return shipping charged by the carrier for the return to us) and an administration fee of SEK 50. This is not to be equated with a cancelled purchase (see section 8).

Prepaid return shipping label
Can be purchased via the website. Fee from SEK 200 incl. VAT (the exact amount will be shown at the time of purchase).

Change of address after dispatch:
If we need to request an address change from the carrier (e.g., DHL) after the order has been shipped, the carrier's change fee of SEK 350 incl. VAT will be added.

Offers/promotions are valid while stocks last or for the period specified.

§4. Products and range

Adapted for the Swedish market
The products meet relevant Swedish and European requirements. Instructions for use/data sheets are provided in Swedish where required (on the product or as a download).

Color reproduction
The colors in the images may vary depending on the screen.

Dimensional tolerances
For soft materials, dimensional deviations of up to ±10 mm may occur.

Reservations
We reserve the right to make corrections for obvious printing errors, technical problems, final sales, and updates to technical specifications.

§5. Payment

We use Kustom/Klarna as our payment provider. Klarna's terms and conditions are displayed at checkout, which you agree to when making your purchase.

Options
card, direct payment, invoice, installment payment (depending on what Kustom/Klarna offers you).

Invoice
Sent to the email address you provided.

Security
All traffic is encrypted (SSL/TLS). Card details are handled in accordance with applicable security standards and are not stored by us.

Late payment
Reminder fees/interest according to Kustom/Klarna's terms and conditions. Contact Kustom/Klarna's customer service for payment questions.

§6. Performance of the Agreement

Our performance
We have fulfilled the agreement when the goods have been delivered according to the chosen delivery method and you have received them.

Your performance
You have fulfilled the agreement when payment has been made according to the selected payment method and you have received the delivery.

§7. Delivery and transport damage

Delivery method
Delivery is made to the specified address or agent via our logistics partners. We ship on weekdays, excluding weekends. Partial deliveries are not normally used.

Delivery
Unless otherwise stated, we deliver without unnecessary delay, within 30 days of purchase at the latest. For prepayment, the time is calculated from receipt of payment.

Notification and storage period
You will be notified when the package is ready for collection. At DHL agents, packages must be collected within 7 days.

Business parcels (DHL)
Delivered to a business address, normally 3–5 business days after the order is placed. One delivery attempt is included (additional attempts may incur a fee).

Remote areas
Delivery time may be extended by 3–5 business days for rural mail routes/sparsely populated areas without bridge connections.

Delivery delay
If the delivery time is essential to you as a consumer and this was stated at the time of purchase, you can cancel the purchase if we are unable to deliver on time. (For custom-made goods, the delay must significantly defeat the purpose and we should have realized this.)

Transport risk and damage

We are responsible for the shipment until you (or your representative) have received it.

Visible damage upon delivery
Notify the driver/agent immediately. Take photos of the outer packaging and product.

Hidden damage
Contact kundservice@silentdirect.se promptly with photos.

Consumers
report to us as soon as possible (preferably within 1–4 days).

Business
visible damage must be noted upon receipt; hidden damage must be reported to us within 5 days.

We will arrange a replacement delivery free of charge once the transport damage has been approved. Keep the packaging, labels, and any pallets until the case is closed.

§8. Right of withdrawal (consumer)

As a consumer, you have a 14-day right of withdrawal under the Distance Contracts Act, calculated from the day you received the goods.

How to exercise your right of withdrawal

1. Notify us in writing (email is sufficient) that you wish to cancel the purchase.

2. Return the goods within 14 days of your notification.

3. You are responsible for the return shipping costs (you can purchase traceable return shipping via our website).

Exceptions to the right of withdrawal (examples):

- Products sold by the meter.
- Custom-made products.
- Products that have been used.
- Goods with broken seals.
- Incomplete products.
- SilentDirect Wall.
- SilentDirect sound-absorbing panels.

Refund

We will refund without undue delay, no later than 14 days from when we receive the goods or proof that they have been sent. Refunds will be made using the same payment method unless otherwise agreed. Any additional shipping costs for non-standard delivery will not be refunded.

Depreciation

You may handle the item to determine its characteristics and function – in the same way as in a store. If the item has been handled more than necessary, we may make a reasonable deduction corresponding to the reduced value of the item (e.g., marks, assembly, missing parts, or damaged packaging).

Open purchase/right of exchange (consumer)

Open purchase 14 days
Applies to unused, unassembled goods in undamaged original packaging. Exceptions: custom-made goods, goods sold by the meter, sealed goods with broken seals.

Right of exchange 14 days
Same conditions as above. You will receive a credit note corresponding to the value of the goods. The customer is responsible for shipping costs both ways.

Unclaimed packages do not count as a right of withdrawal. See section 3.

§9. Complaints and warranty

Complaints (consumers)

You have a 3-year right of complaint under the Consumer Sales Act for original defects. Contact us as soon as you discover the defect (it is advantageous to complain within a reasonable time). After six months, you may need to prove that the defect was there from the start.

If your complaint is approved, we will offer you, in this order and at no cost to you:

1. Remedy (repair), or

2. Replacement (new, fault-free item), or

3. Price reduction or cancellation if the defect is significant and cannot be remedied.

We will reimburse necessary and reasonable costs in connection with an approved complaint (e.g., return shipping). You should limit the costs where possible.

Warranty

In addition to statutory rights, we provide a warranty for functional and manufacturing defects for the products in question during the specified warranty period (see respective product). The warranty does not cover normal wear and tear, defects caused by incorrect installation/use, or changes to the function/appearance of the product. Consumables (e.g., sealing strips, furniture pads, tape/glue) are not normally covered.

Companies (complaints in brief)

See section 11. For companies, rectification applies in the first instance, and replacement in the second instance. Liability is limited to the value of the goods unless mandatory law states otherwise. Complaints must be made without delay (within 14 days of receipt for hidden defects).

§10. Returns – practical handling

Packaging
Use the original packaging or equivalent protection. You are responsible for any damage caused by inadequate packaging during return shipping.

Traceability
We recommend traceable shipping.

Return address
SilentDirect AB
Nyängsgatan 6
29539 Bromölla
kundservice@silentdirect.se
0456-1000

Refund

Right of withdrawal/open purchase/approved complaint: refunds are normally made within 10 days and no later than the statutory deadlines (see section 8).

§11. Special conditions for companies

This section applies in addition to the above for companies/businesses.

Delivery and risk
Risk is transferred in accordance with the agreed delivery terms (normally upon delivery to the carrier). Visible damage must be noted immediately upon receipt; hidden damage must be reported to us within 5 days.

Complaints
Defects must be reported in writing without delay (no later than 14 days after receipt for hidden defects). Our obligation is primarily to remedy the defect, and secondarily to deliver a replacement. Liability is limited to the invoiced value of the goods.

Exceptions to returns/exchanges
Custom-made goods, goods sold by the meter, sealed goods with broken seals. Goods must be unused, complete, and in undamaged original packaging.

Reservation of title
We retain ownership of the goods until full payment has been received. This reservation does not prevent normal use in the business, but the goods may not be transferred as security or sold in contravention of good credit practice before payment has been made.

Limitation of liability
Indirect damages (e.g., loss of production) will not be compensated unless there is intent or gross negligence.

§12. Limitation of liability and force majeure

We are not liable for delays or failure to perform due to circumstances beyond our reasonable control (force majeure), such as government decisions, changes in legislation, strikes, extreme weather conditions, natural disasters, fire, sabotage, war, or serious operational disruptions at the carrier/subcontractor. In the event of prolonged obstacles, both parties have the right to withdraw from the agreement without compensation.

We are not responsible for the content of external links. Price or trade changes beyond our control may lead to termination if performance becomes unreasonable; in such cases, the amount paid for undelivered goods will be refunded.

§13. Personal data (GDPR)

We protect your privacy and process personal data in accordance with the General Data Protection Regulation (GDPR).

Data controller
SilentDirect AB
Nyängsgatan 6
29539 Bromölla
kundservice@silentdirect.se
0456
Company registration number 559330-3166.

What information
Name, address, telephone number, email address, IP address, order and payment details, and case history.

Purpose and legal basis
Contract fulfillment (purchase, delivery, support), legal obligation (e.g., accounting), and legitimate interest (customer service and security). Marketing via newsletters only takes place with consent.

Sharing

Payment provider (Kustom/(Klarna, PayPal, Stripe, PayPal, etc.)
Information necessary for payment and fraud protection.

Shipping companies (e.g., DHL, Schenker, Postnord, UPS, Bring; platforms such as Shipmondo/Sendify)
Information necessary for delivery and notification.

Newsletter (GetANewsletter)
email and preferences, only with consent.

Storage
As long as required for the purpose and in accordance with the law (e.g., the Accounting Act).

Your rights
Access (register extract), correction, deletion (with legal exceptions), restriction, data portability, and objection. Contact us at kundservice@silentdirect.se.

Security
SSL/TLS, access controls, and appropriate technical/organizational safeguards. We use the e-commerce platform Nyehandel (Nyehandel Sverige AB, Kristianstad).

§14. Miscellaneous and dispute resolution

Police report
We report suspected fraud to the police.

Intellectual property
All material on the website (software, logos, trademarks, text, images, etc.) belongs to SilentDirect or its licensors and may not be used without permission.

Purpose of the information
The content on the website is informative and may be updated. In the event of any discrepancies, the most recently published information shall apply, unless there is an obvious error.

Cookies
We use session and persistent cookies for functionality and statistics. You can choose to accept or reject cookies. Rejecting cookies may affect functionality.

Dispute resolution

Consumers
We comply with decisions made by the Swedish National Board for Consumer Complaints (ARN). You can also use the EU's ODR platform.

Business
Disputes are tried by Kristianstad District Court under Swedish law.

Contact
SilentDirect AB
Nyängsgatan 6
29539 Bromölla
kundservice@silentdirect.se
0456
Company registration number 559330-3166

Agreement updated: 2025-09-09