Terms & Conditions

Terms & Conditions – Silentwood

Relax Nordic Aps
c/o Silentwood
Niels Bohrs Vej 17F
8660 Skanderborg
Tel: +46 84 00 20 130
CVR: 41801220
E-mail: contact@silentwood.com

Payment

Silentwood accepts online payments with debit and credit cards, Visa, Mastercard, and Klarna.
Payment will only be charged to your card once the item has been shipped (unless otherwise agreed or specified in your order).

Silentwood uses an approved payment server that encrypts all your card information using the SSL (Secure Socket Layer) protocol. This means your data cannot be read by others.

We reserve the right for potential pricing errors and for sold-out or discontinued items. If you would like a receipt for your purchase, please email contact@silentwood.com.

Reservation of Amount

When paying by debit or credit card, the amount for the purchase will be reserved. This amount remains reserved until the webshop has processed and shipped your order. Once your order has been shipped, the funds will be withdrawn from your chosen payment method. The reservation period depends on the product/service.

Prices

All prices are in EUR (euro) and include VAT.
We reserve the right for potential pricing errors and to change prices without prior notice.

Delivery

The delivery time for your order is normally 2–8 business days.

If two products with different delivery dates are purchased, the longest delivery time will apply. Silentwood reserves the right to ship the orders together. If split delivery is desired, additional charges may apply, payable by the customer.

Orders are delivered only to the nearest curb unless otherwise agreed with Silentwood.
If you have specific delivery requests, please write them in the comments field when placing your order or email us before shipping. We will do our best to meet your requests, subject to our external carrier’s planning.

All orders are placed in a suitable location at the customer’s address without signature, but with photo documentation of the delivery. This ensures the customer does not risk paying for redelivery if the driver cannot find someone at home.

Delivery Terms

Silentwood uses PSP Worldwide Logistics, Jysk Transport, and Postnord for deliveries.

• Access roads and any turning areas must be at least 6 meters wide and free from obstacles such as parked cars or other obstructions preventing the driver from turning.

• The truck must be able to access the turning area without difficulty and preferably turn around on it.

• For safety reasons, the driver will not reverse long distances.

Upon receiving your order, please check the product as soon as possible for defects or damage. If the product is incomplete or damaged during transport, please submit a claim within 3 business days to contact@silentwood.com, including photos, order number, and a description of the issue.

If we do not receive your claim within 3 business days, we will consider the product delivered correctly, and the right to claim transport damage lapses.
Transport damage is not covered if the product has been signed for without reservation to the carrier.

We recommend waiting to book tradespeople until your order has been received and checked for possible faults or damage.

Silentwood currently delivers primarily to most of southern and central Sweden. For larger orders, please contact us for delivery to other locations.

Right of Withdrawal

As a consumer, you have a 14-day right of withdrawal when shopping with Silentwood.
You can cancel your purchase within 14 days from the day you receive the goods, provided they have not been used.

The withdrawal period starts the day you receive your item. If you ordered multiple items in one purchase but they are delivered separately, the period starts from the day you receive the last item.

To exercise your right of withdrawal, you must notify us within 14 days by emailing contact@silentwood.com or calling +46 84 00 20 130. Your message must clearly state that you wish to use your right of withdrawal.

You cannot cancel your purchase simply by refusing delivery without notifying us.

Partial Returns

If you purchased several items, you may return one or more, even if they were purchased together.
Please note that shipping costs are non-refundable if you only cancel part of your order.

Warranty & Complaints

Under the Consumer Purchases Act, you have a 24-month warranty on all products.
The warranty covers defects that appear within 24 months of receiving the product, provided they are not caused by misuse or damage.

Depending on the situation, you may have the product repaired, replaced, refunded, or receive a price reduction. This requires that the complaint is justified.

You must complain within a reasonable time after discovering the fault. Complaints made within 2 months are always considered timely, but we recommend notifying us as soon as possible.

We will reimburse reasonable return shipping costs if the complaint is justified. The item must always be returned in secure packaging, and you must keep a proof of postage.

When submitting a complaint, send photos as documentation to contact@silentwood.com. We only accept parcels sent directly to the correct address.

Include a detailed description of the problem when returning the item.

Returns

If you have informed us you wish to exercise your right of withdrawal, you must return your order within 14 days of notifying us.
Contact customer service before sending returns.

If you need help returning an item, call +46 84 00 20 130. You are responsible for the return shipping costs and for ensuring the product is securely packed.

Send returns to:
Silentwood
Niels Bohrs Vej 17F
8660 Skanderborg
Denmark

We do not accept parcels without delivery or sent cash on delivery.

Condition of Returned Goods

If the item’s value is reduced because it was used beyond what is necessary to determine its nature, characteristics, or functioning, only part of the purchase price may be refunded.

Missing original packaging may result in a reduction in value. We recommend packing returns carefully.

Prepayment & Delivery Terms

For selected products under special promotions, Silentwood may require prepayment before delivery. This will always be stated clearly in the promotion.

In the event of prepayment, Silentwood reserves the right to delay delivery due to unforeseen circumstances from our suppliers. Customers will be informed of delays as soon as possible.

Special Conditions for Business Customers

The terms for consumers also apply to business customers, with the following changes:

• No right of withdrawal for business purchases.

• A 3-month complaint period from the original invoice date, unless otherwise agreed in writing.

• Exchanges or repairs do not restart the complaint period.

• Silentwood retains ownership of goods purchased on credit until full payment is received.

During the 3-month complaint period, Silentwood may rectify defective goods by repair or replacement, or issue a credit note equal to the original purchase price.