Table of Contents
§1. General
These terms and conditions apply to the purchase of goods, referred to herein as “products,” on SilentDirect’s website. These terms and conditions constitute the agreement between SilentDirect AB, referred to herein as “we” or “us,” and the customer, referred to herein as “you.” These terms and conditions apply to consumers who are over 18 years of age and reside within the EU/EEA, as well as to companies and business owners with their registered office within the EU/EEA.
Any provision that conflicts with mandatory consumer protection laws does not apply to consumer purchases. For sales to consumers within the EU/EEA, these Terms and Conditions apply in conjunction with the mandatory consumer protection rules applicable under applicable law and the customer’s country of residence. For businesses and merchants, Swedish sales law applies, unless otherwise agreed or required by mandatory law. If any part of these terms and conditions is invalid, it does not affect the remaining parts of the terms and conditions. We may update these terms and conditions. The version displayed at checkout at the time of purchase applies to your order.
The language of the agreement is the language used on the relevant market page or in the version of the terms and conditions that the customer accepts at the time of purchase.
§2. Ordering
You place your order at checkout. When you click “Pay,” the contract is concluded and the obligation to pay arises. After completing your order, you will receive an automatic order confirmation via email.
The order confirmation contains details about the order and a link where the customer can review the terms and conditions applicable to the purchase. The terms and conditions applicable to the purchase are also available on the website and may be saved or printed by the customer.
Guest Checkout
You can shop without an account.
Change or Cancel
If you wish to change or cancel an order, please contact customer service as soon as possible. Changes or 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.
Suspicious Orders
We reserve the right to refuse or cancel an order if we suspect fraud, misuse of a payment method, incorrect information, or other improper use of the website.
§3. Prices and Fees
Currency and VAT
Prices are displayed in the currency applicable to the relevant market or as selected by the customer on the website, such as SEK or EUR. On the website, prices may be displayed inclusive or exclusive of VAT depending on customer type, country, and settings. For products subject to VAT, the applicable VAT rate is determined in accordance with applicable tax regulations and the customer’s country of delivery. The final price, including any VAT and other fees, is always displayed at checkout before the purchase is completed.
Shipping
Shipping options, delivery methods, and any associated costs are displayed at checkout before the purchase is completed. Available shipping options may vary depending on the delivery country, ZIP code, the size and weight of the items, and the selected delivery method. If free shipping is offered for the current order, this will be clearly indicated at checkout.
Unclaimed Package
For packages that are not picked up within the specified holding period for the respective shipping method, SilentDirect AB will charge the customer a fee for the unclaimed shipment.
For standard-sized packages, up to 78 × 108 cm, a fee of 350 SEK will be charged. For larger shipments, a fee of 700 SEK will be charged. The fee corresponds to our actual costs for return shipping, processing, and handling.
Payment terms are 15 days. In the event of late payment, a reminder fee will be charged in accordance with applicable law—currently 50 SEK—as well as late payment interest and any collection costs.
If you change your mind about your purchase after the package has been shipped from us, you must first pick up the shipment at your service location and then return it to us in accordance with our return policy.
The fee is charged only if the package is returned to us because it was not picked up.
An unclaimed package does not count as exercising the right of withdrawal. To cancel a purchase, the consumer must register the return via their customer account or follow the return process outlined in the section on the right of withdrawal and returns.
Prepaid Return Label
Prepaid return shipping labels can be purchased through the website. The fee is displayed in the current currency and may vary depending on the country of delivery, the carrier, and the size and weight of the shipment. The exact amount is always shown before the purchase of the return shipping label is completed.
Address Change After Shipment
If we need to request an address change from the carrier after the order has been shipped, the carrier’s change fee may apply. The fee is displayed in the current currency and may vary depending on the carrier, delivery country, and the size or weight of the shipment. The customer is responsible for the cost if the address change is due to incorrect or incomplete address information provided by the customer.
Offers and Promotions
Offers and promotions are valid while supplies last or for the period specified.
§4. Products and Product Range
The products comply with relevant EU/EEA requirements as well as applicable national requirements in the country where the products are sold. User manuals, safety information, and data sheets are provided where required by applicable law and are available for download on the respective product page on our website.
Color Reproduction
Product images and colors may differ from reality depending on the screen, display settings, lighting conditions, and production-related variations.
Dimensional Tolerances
For soft, flexible, or compressible materials, minor dimensional deviations may occur. Unless otherwise specified, the deviation may be up to ±10 mm. Dimensional tolerances do not normally affect the product’s function.
Reservations
We reserve the right to correct obvious typographical errors, printing errors, technical errors, incorrect information from suppliers, final sales, and changes and updates to technical specifications. If an error affects an order, we will contact the customer as soon as possible with information on how the order can be handled.
Unavailable Items
If an ordered item cannot be delivered due to a sold-out item, incorrect inventory levels, or other circumstances beyond our control, we will contact the customer as soon as possible. If the order cannot be fulfilled, the amount for the item that cannot be delivered will be refunded.
§5. Payment
Kustom is SilentDirect’s checkout solution and primary payment partner. In Kustom’s checkout, payment methods such as Klarna, credit card, and other locally available payment options may be offered depending on customer type, country, currency, order value, and situation. Available payment methods and terms are always displayed in the checkout before the purchase is completed and apply to the purchase.
Outside of Kustom’s checkout, SilentDirect can also offer other payment solutions, such as credit card payments, PayPal, or corporate invoicing. Ledyer can be used as a payment solution for businesses, government agencies, and public organizations where this option is available.
Invoice
If an invoice is selected or offered as a payment method, the invoice is normally sent to the email address provided at the time of ordering. Invoice terms, payment due dates, and any applicable fees are displayed at checkout or within the relevant payment solution before the purchase is completed.
Security
All communication on the website is encrypted using SSL/TLS. Card details and payment information are handled by our payment providers in accordance with applicable security standards and are not stored by SilentDirect.
Late Payment
In the event of a late payment, reminder fees, late payment interest, and other charges may apply in accordance with the terms and conditions of the payment solution used at the time of purchase and applicable law. Payment terms, due dates, and any applicable fees are specified in the relevant payment solution, the invoice, or the payment information. If you have questions regarding payment, you should first refer to the information provided for your chosen payment method or contact SilentDirect’s customer service.
§6. Performance of the Agreement
Our Performance
We fulfill our part of the agreement by delivering the goods in accordance with the delivery method selected by the customer or as otherwise agreed upon.
Your Obligations
The customer fulfills their part of the agreement by paying via the selected payment method, providing accurate information, and accepting the delivery in accordance with these terms and conditions.
§7. Delivery and Shipping Damage
Delivery Methods
Delivery is made to the specified address, a designated agent, a package locker, or another available delivery option via our logistics partners. Available delivery methods may vary depending on the country of delivery, ZIP code, and the size and weight of the shipment. We normally ship orders on weekdays, excluding weekends. Partial deliveries are not normally used, unless otherwise specified or agreed upon.
Delivery Time
Unless otherwise specified, we deliver without undue delay and no later than 30 days from the date of purchase. For prepaid orders, the delivery time is calculated from the date the payment is received. The estimated delivery time is displayed at checkout or in the order information and may vary depending on the delivery country, carrier, and selected delivery method.
Delivery Delays
If we are unable to deliver within the estimated or agreed-upon delivery time, we will inform the customer as soon as possible of the delay and, where possible, of a new estimated delivery time. If the delivery is significantly delayed, the customer may have the right to cancel the purchase in accordance with applicable law. This does not affect the consumer’s rights under mandatory consumer protection laws.
Transfer of Risk
For consumers, the risk of loss or damage to the goods passes to the customer when the customer, or someone designated by the customer, has received the goods. For businesses and merchants, the risk passes in accordance with Swedish sales law or as specifically agreed upon.
Notification and Hold Period
You will be notified when the package is ready for pickup. The storage period and last pickup date depend on the selected carrier, country of delivery, and delivery method. The customer is responsible for picking up the shipment within the time specified in the notification from the carrier.
Receipt of Larger Shipments
For larger, heavier, or bulky deliveries, the customer is responsible for ensuring that the delivery address is accessible and that someone is available to receive the shipment at the time of delivery. The customer is responsible for providing accurate contact information and informing us of any special circumstances that may affect delivery, such as limited access, a gate code, a loading dock, the need for a delivery notice, or other information required by the carrier. Any costs incurred due to obstacles on the customer’s part may be charged to the customer, to the extent permitted by applicable law.
Additional Services
Certain additional services, such as special notification, extra delivery attempts, carry-in, or other handling, may be offered depending on the country of delivery, the carrier, and the size or weight of the shipment. Available additional services and any associated costs are listed at checkout, in the order information, or upon contacting customer service.
Additional Fees for Delivery Obstacles or Incorrect Information
If a delivery cannot be completed due to incorrect or incomplete information provided by the customer, obstacles at the delivery address, or the recipient’s inability to accept the shipment, additional charges from the carrier may apply. The customer is responsible for such costs to the extent permitted by applicable law.
Examples of such costs include fees for advance notification, administrative processing, no-show charges, delivery obstacles, extra delivery runs, terminal handling, trailer rental, or incorrect shipment information. Current examples of shipping fees are listed on our separate page regarding additional charges due to delivery obstacles or incorrect information.
Business Packages
Business packages are delivered to the specified business address. The standard delivery time is 3–5 business days after the order is shipped, unless otherwise specified at checkout or in the order information. The number of delivery attempts and any fees for additional delivery attempts depend on the carrier, the country of delivery, and the size or weight of the shipment. Any fees incurred because the customer is unable to receive the delivery may be charged to the customer, to the extent permitted by applicable law.
Remote Areas
Delivery to remote areas, islands, or areas with limited transportation access may take longer than the estimated delivery time. Any surcharges or deviations will be indicated at checkout, in the order information, or in the carrier’s notification.
Shipping Damage
If the shipment has visible shipping damage, the damage should be noted immediately with the driver, delivery point, or carrier upon receipt. The customer should also photograph the outer packaging, inner packaging, and product before discarding the packaging.
Hidden shipping damage must be reported to customer service as soon as possible after the damage is discovered. The report should include the order number, photos of the packaging and the product, and a description of the damage.
For consumers, this does not affect the rights provided by mandatory consumer protection laws. Businesses and merchants must report visible and hidden shipping damage without delay and no later than 5 days after receipt or after the damage was discovered.
§8. Right of Withdrawal (Consumer)
As a consumer, you have a 14-day right of withdrawal for distance purchases, unless an exception under the law applies. The period begins on the day you, or a person you have designated, receive the goods. If multiple items are delivered in the same order, or in the case of partial delivery, the period begins on the day you, or a person you have designated, receive the last item.
Exceptions
The right of withdrawal does not apply to goods manufactured according to the customer’s specifications or that have been clearly personalized. Nor does the right of withdrawal apply to goods whose seal has been broken and which, for health or hygiene reasons, cannot reasonably be returned. Exceptions to the right of withdrawal apply only to the extent permitted by applicable law.
How to Cancel Your Purchase
1. Register the return via your customer account or through the return process specified on the website within 14 days of you, or someone you have designated, receiving the item.
2. Return the item without undue delay and no later than 14 days after you registered the return or otherwise notified us that you wish to cancel the purchase.
3. Follow the return process on the website to register the return, select an available return and refund method, and receive instructions on how to return the item. The customer may voluntarily provide a reason for the return, but this is not a requirement for exercising the right of withdrawal.
Return Shipping for Canceled Purchases
In the event of a canceled purchase, the customer is responsible for return shipping costs. The customer can purchase a prepaid return shipping label through the website or use their own trackable return shipping method according to the instructions in the returns section. The cost of return shipping is not refundable, unless otherwise required by mandatory law or a specific agreement.
Condition of Returned Items
The product may be opened and examined carefully, in the same manner as in a physical store, to the extent necessary to determine the product’s nature, characteristics, and function. The product may not be used beyond what is necessary for such an examination. The return must be complete and, if possible, sent back in its original packaging. The customer is responsible for any loss in value resulting from handling beyond what is necessary to determine the nature, characteristics, and functionality of the product.
Refund
We will issue a refund without undue delay and no later than 14 days from the date we receive notification that the customer wishes to cancel the purchase. However, we may withhold the refund until we have received the item back or until the customer has provided proof that the item has been returned, whichever occurs first. Refunds will be issued according to the option the customer selects during the return process, or via the same payment method used for the purchase unless otherwise specified or feasible. Any additional costs for shipping other than the cheapest standard shipping option will not be refunded.
§9. Complaints and Warranty
Complaints
If the item is defective, damaged, or does not conform to the agreement, the customer must file a complaint regarding the defect within a reasonable time after the defect was discovered or should have been discovered. Consumers have the right to file a complaint in accordance with applicable consumer protection laws. Within the EU/EEA, consumers have at least two years of statutory protection against defects in goods, unless longer rights are provided under national law.
Complaints should be sent to our customer service department, including the order number, a description of the defect, and photos or other documentation showing the defect.
Warranty
Any warranty applies in addition to the customer’s statutory rights and does not limit the right to file a complaint. SilentDirect offers a 5-year warranty in accordance with the specific warranty terms set forth on the warranty page or in the product information. The warranty does not cover defects resulting from normal wear and tear, improper installation, misuse, lack of maintenance, external influences, or modifications made to the product by the customer or a third party, unless otherwise required by mandatory law.
§10. Returns – Practical Procedures
Returns or exchanges are initiated through the customer account or via the return process specified on the website. The customer selects the order, items, desired return or exchange reason, and preferred refund method within the return process. When exercising the right of withdrawal, providing a reason for the return is optional.
For returns due to a change of mind, the customer is responsible for return shipping costs. If the customer uses their own return shipping solution, they are responsible for ensuring the shipment is sent via a trackable service directly to our return address. The shipment must be sent in a manner that allows for delivery to a business address. We do not pick up shipments from agents, package lockers, or pickup locations.
The customer is responsible for ensuring that the item is properly packaged for return. The product must be protected against damage during transport and returned complete with accessories, assembly parts, user manuals, and any other contents that were included with the delivery. The customer is responsible for the return until it has been received by us, to the extent permitted by applicable law.
Return Address: SilentDirect AB, Nyängsgatan 6, 295 39 Bromölla, Sweden.
§11. Special Terms for Businesses
For businesses and merchants, Swedish sales law applies, unless otherwise required by mandatory law, these terms, or a separate agreement. A standard credit check may be conducted for purchases made via invoice, credit, or other payment methods where a credit check is relevant.
We retain title to the goods until full payment has been received, to the extent permitted by applicable law. This retention of title does not prevent normal use in the course of business, but the goods may not be pledged, transferred as collateral, or resold in violation of sound credit practices before full payment has been made.
§12. Limitation of Liability and Force Majeure
We are not liable for indirect damages, consequential damages, or financial losses to the extent permitted by applicable law. This limitation of liability does not affect the consumer’s rights under mandatory consumer protection laws.
We are not liable for delays or failure to perform due to circumstances beyond our reasonable control, such as government action, labor disputes, war, pandemics, natural disasters, import or export restrictions, disruptions affecting carriers, suppliers, or payment providers, or other similar events that we could not reasonably have foreseen or prevented.
Changes in prices, delivery terms, or market conditions beyond our control may result in an order being unable to be fulfilled on reasonable terms. In such cases, we will contact the customer as soon as possible. If the order cannot be fulfilled and must be canceled, the amount paid for goods that have not been delivered will be refunded.
§13. Personal Data (GDPR)
Personal data is processed to manage orders, fulfill the agreement, deliver goods, process payments, comply with legal obligations, and, where necessary, prevent fraud. Processing is carried out in accordance with applicable data protection laws. More information about how we collect, use, store, and protect personal data can be found in our privacy policy.
§14. Miscellaneous and Dispute Resolution
Swedish law applies to these terms and conditions, unless otherwise required by mandatory law. For consumers within the EU/EEA, this does not affect the mandatory consumer protection rules that apply in the consumer’s country of residence.
If a dispute arises, the customer should first contact SilentDirect’s customer service so that we can attempt to resolve the matter. If the dispute cannot be resolved directly with us, the consumer may turn to a competent alternative dispute resolution body in their country of residence or to the Swedish National Board for Consumer Complaints (ARN) in Sweden, provided that ARN has jurisdiction to hear the case.
SilentDirect AB
Nyängsgatan 6
295 39 Bromölla
Sweden
Email: kundservice@silentdirect.se
Contact Form: Contact Us
Phone: 0456-100 00
Company ID: 559330-3166
VAT/Sales Tax Registration Number: SE559330316601
Agreement updated: June 24, 2026
