Terms and Conditions within the EU

Conditions of sale and delivery regarding deliveries in the European Union.

SCOPE

These sale and delivery conditions, called the Conditions below, are applied to all orders made on Svenskt Tenn’s website, www.svenskttenn.se, called the Website below, and from Svenskt Tenn’s customer service, when the delivery is made to an address in an EU Member State.

If the law of a country other than Sweden is applicable, the Conditions apply where they do not deviate from the applicable mandatory consumer legislation. Svenskt Tenn obviously complies with the applicable mandatory consumer legislation.

ORDERS

Orders shall be made via the Website or through the Customer Service, see the contact details below.

Immediately after you have made your order, an order confirmation is sent to your email address. It is important that you check that the order confirmation is correct. If you do not receive an order confirmation or if it is incorrect in some way or if you wish to change your order, we ask you to contact us immediately.

To simplify any contacts with our Customer Service, we recommend that you have the order confirmation available in contacts with us.

PRICE

Value added tax
Prices on the Website include value added tax of 25%. Value added tax is payable on all orders when the customer is a consumer resident in an EU Member State.

Freight
The prices given are excluding freight. Freight costs are additional and are paid by you. The freight cost is shown at the checkout.

Payment
For orders made through the Website we accept payment using the following debit and credit cards: VISA, MasterCard, AMEX/American Express, direct debit via Handelsbanken, SEB, Swedbank and Nordea, or against an invoice. (If you have questions regarding your invoice, you should always contact Klarna on 08-120 120 10 on Monday–Thursday at 08.30–20.00, Friday at 08.30–17.00 and weekends at 10.00–17.00 Conditions for Klarna, only applies to Swedish customers). We also accept payment by PayPal. For card payments, follow the instructions given on the Website when paying.

When you order through customer service, you pay by cash on delivery or by payment in advance to our bank account. For security reasons we do not accept card or invoice payments for orders made through customer service.

Security
We always offer you a secure payment method. We cooperate with PayEx, which meets the PCI DSS requirements. All card details and your personal data are encrypted, which means that only authorised persons can access the information.

Reservation
We reserve the right to cancel orders when the product is obviously wrongly priced.

CUSTOM-MADE PRODUCTS

Deposit
Orders of some products not kept in stock must be made via our customer service. For products not kept in stock we charge a deposit of at least 20% of the price of the product.

If you cancel the product or withdraw from the contract for some other reason, we are entitled to cover our costs and any damage as a result of the cancellation or withdrawal from the deposit.

Delivery
When a product is specially ordered, we stipulate that the deposit must have reached us before we place the production order. This means that the delivery time may be affected if you do not pay the deposit in the agreed time.

We are not obliged to release a product until it has been paid for in full, so we wait for full payment before delivery.

Cancellation
If you want to cancel a product, you are obliged under Section 41 of the Consumer Sales Act to compensate us for our costs and losses, unless you have the possibility of using your right of withdrawal. Compensation as the result of a cancellation will, in the first place, be taken from the deposit paid, if any.

Returns
Purchase on approval or an exchange right do not apply to custom-made goods. But you may have a right of withdrawal. You can contact customer service to find out what is applicable.

In isolated cases a product ordered may have been discontinued or it may no longer be possible for us to deliver it for some other reason. If so, we will contact you immediately to discuss a satisfactory solution.

DELIVERY

The delivery method, conditions, delivery time and cost vary depending on the country and type of product. Products bought via Svenskt Tenn’s website are only delivered to Sweden, Europe, North America, Asia, Australia and UAE. For other countries, contact customer service.

Delivery time
For small products kept in stock that can be sent by parcel post the normal delivery time is one–three working days if the product is being sent within Sweden and you have given your mobile number. If you have not given your mobile number, the delivery can take up to two additional days. Deliveries to postcode areas with rural letter carriers (generally where the third digit in the post code is a five, XX5 XX) can take one–three days longer than the normal delivery time.

Different delivery times apply to furniture, specially ordered products sold via our customer service and deliveries to countries other than Sweden. Our customer service will notify you of the delivery time.

Note that the delivery time may be extended if you have ordered a product that requires the payment of a deposit and you have not paid the deposit in due time.

Packages are only held at the collection point for 14 days from their date of arrival, and you must collect the package within that time if it is not to be sent back to us. Note that we make a charge for packages that are not collected.

In store pick-up
If you place your order before 12:00 pm, it will be available for pick-up in the store the next business day after 10:00 am. You will receive a notification when your order is available in the store.

Partial deliveries
If one or more of the products you ordered are not in stock for immediate delivery, your order will be filled through partial deliveries. In that case you only pay a freight cost corresponding to what would have applied to a single delivery for all of your order.

Delivery notice
In certain cases a delivery notice can be obtained from the carrier if you gave your mobile number and email when making the order.

Delivery delay
Even though we do our utmost to deliver what has been ordered in the time promised, something can go wrong. If the delivery takes longer than promised, we ask you to contact us right away so that we can look into why the delivery is taking longer. If the delay is of material significance to you, you may be entitled to terminate the contract. Contact us right away if your delivery is late and it is important for you to receive the product within a certain period of time.

Damage in transport
We have chosen carriers who, in our view, provide guarantees for good quality in their deliveries. Despite this, damage in transport can occur. We therefore ask you to examine, on receipt, whether there is any damage to the product or the packaging. If there is visible damage to the product or packaging, you should report this direct to the carrier or, if you discover the damage after delivery, as soon as possible to our customer service on tel. +46 8/08 670 16 00 or by email to info@svenskttenn.se

RIGHT OF EXCHANGE AND PURCHASE ON APPROVAL

Right of exchange

Our goal is that you shall be completely satisfied with the product or the products you purchase from us. If you order from the website or from our customer service you have a right of retraction, regardless of your reason, within 14 days from your receipt of the product. You must however notify our customer service. We kindly ask you to observe that you cannot exercise your right of retraction simply by refusing delivery of the product or by not collecting the parcel.

In addition to the right of retraction we provide 30 days right of replacement, regardless if the purchase has been made through our website or from our customer service. The period starts from the day you placed the order.

You can exchange the product with another by placing a new order on our website. Return the goods in unaltered condition, ideally in their original packaging. The return slip includes the address that you should use. If you use your right of return/exchange, the return shipping will be charged retrospectively if you have chosen to use our Svenskt Tenn's return slip. In the case of exchange or return, you are responsible for transport risks. Always save guarantee/delivery notes until the return is completed, as these show your return package number which you will require in the case of any claims.

Purchase on approval

In the unlikely event that you are not satisfied with your purchase and you cannot find anything else in our shop that attracts you at the moment, you have the possibility of returning the product within 10 working days from when you received the product in your hand and getting your money back.

Purchase on approval does not apply to goods sold by the metre or custom-made products.

Handling of returns
Please pack the product you want to return in its original packaging and, failing that, pack it in such a way that the product will not be damaged during the return transport.

State why you are returning the product, i.e. whether it is an exchange or a purchase on approval. Please use the return label sent with the delivery. Give your contact details so that we are able to contact you if something is not clear. Put your note in the box.

Stick the prepaid return label on the outside of the box. Make sure that it covers the original address. (If you want to arrange the return by yourself, you are obviously welcome to do so, but note that it is generally more expensive than using return labels. Please note that product returns are sent to Box 42054, SE-126 13 Stockholm. We cannot accept returns sent to another address.)

If you use our return labels and have received the product as a DHL parcel, it has to be returned via DHL's service point, if it is parcel post it has to be returned via PostNord’s post offices.

If you want to change or return furniture we keep in stock, please contact customer service about the handling of the return.

When we have received and approved your product return, we will send you your replacement product or refund your money, less the cost of the return freight.

Please note that you are responsible for the product not being damaged or disappearing during the return freight. We therefore ask you to make sure that the product is well packed and, if necessary, insured.

You can also return products (but not furniture) by visiting our shop at Strandvägen 5 in Stockholm. If you return a product in our shop, we kindly ask you to bring the order confirmation so as to make the administration easier.

Refund
If you use purchase on approval, we will pay back the value of the product less the cost of the return freight.

The repayment will be made within 14 days from when we approve the repurchase.

We will use the same payment method for the refund as you used yourself, unless you expressly agree otherwise with us.

If you have any questions – please contact Svenskt Tenn's Customer Service.

RIGHT OF WITHDRAWAL

Period of withdrawal and notice
Our aim is for you to be completely satisfied with the product or products you buy from us. If you shop from our Website or our customer service, you therefore have the right, under the Distance and Off-Premises Contracts Act, to withdraw from your purchase, without giving any reason, within 14 days from when you received the product. In the case or partial deliveries, the 14 day period of withdrawal starts to be counted when you received the last delivery.

If you want to withdraw from your purchase, you must notify us of this, see the contact information for our customer service further on. T0 be able to exercise your right of withdrawal in time, it is sufficient for you to send your notification that you want to use your right of withdrawal before the end of the withdrawal period. Your notification must clearly and distinctly state your decision to withdraw from the contract, i.e. to withdraw from the purchase. You can use the template that is available for downloading on the website of the Swedish Consumer Agency, but you do not have to use it. We ask you to note that not collecting a package or not accepting a delivery is not regarded as a use of the right of withdrawal.

Exceptions
The right of withdrawal does not apply to products manufactured according to your special wishes or products that have become clearly personalised in some other way on account of your order, for example goods sold by the metre, specially ordered furniture and made-to-measure curtains.

Return conditions
If you withdraw from your purchase, you must send the product back to us; see the contact information given further on. You must send the product back without undue delay and, in any event, no later than 14 days after the date on which you notified us of your decision to withdraw from the contract. T0 be able to exercise your right of withdrawal in time, it is sufficient for you to send the product before the end of the withdrawal period.

Obviously you may look at and examine the product. But remember to handle the product with care and only to the extent necessary to establish the nature, properties and functioning of the product. For guidance, you may handle the product as you would have been able to do in a shop. If you handle the product over and above what is allowed, you are responsible for a reduction in the value of the product and we are entitled to make a deduction for the loss of value when refunding your payment.

You have to bear the cost of the return freight yourself. To reduce this cost we offer you the possibility of using our prepaid return labels, at a cost corresponding to the original delivery cost. You will find the return label in the package along with the products. However, this offer does not apply to purchases of furniture. Furniture can be returned using our carrier Crow at a cost of between SEK 1 625 and 6 250, depending in part on the size of the furniture. Please contact Customer Service for more information.

For practical matters regarding product returns, see below. For practical matters regarding furniture returns, please contact Customer Service. For reasons of work environment law, furniture must not be returned to our storeroom by private individuals.

You can also return products (but not furniture) by visiting our shop at Strandvägen 5 in Stockholm. If you return a product in our shop, we kindly ask you to bring the order confirmation so as to make the administration easier.

If you want to handle the return freight by yourself, please return the product to:
Svenskt Tenn AB
Box 42054
SE-126 13 Stockholm
Note that we are not able to accept products sent to any other address.

Please note that you are responsible for the product not being damaged or disappearing during the return freight. We therefore ask you to make sure that the product is well packed and, if necessary, insured. Always save the consignment note until the return has been completed.

Handling of returns
Pack the product/products that you want to return, preferably in the original packaging (Svenskt Tenn cares about the environment and prefers you to use that packaging as far as possible).

State that you are withdrawing from your purchase, please use the return label sent with the product. Please give your contact details so that we are able to contact you if something is not clear. Put your note in the box.

Stick the prepaid return label on the outside of the box. Make sure that it covers the original address. (If you want to arrange the return by yourself, you are obviously welcome to do so, but note that it is generally more expensive than using our return labels. Please note that product returns are sent to Box 42054, SE-126 13 Stockholm. We cannot accept returns sent to another address.)

If you use our return labels and have received the product as a DHL parcel, it has to be returned via DHL's service point, if it is parcel post it has to be returned via PostNord’s post offices.

Please note that you are responsible for the product not being damaged or disappearing during the return freight. We therefore ask you to make sure that the product is well packed and, if necessary, insured.

Refund
If you withdraw from your purchase, we will refund all payments received from you, including the delivery cost. But we are entitled to make deductions for any loss of value, an extra charge for express freight on a delivery and the cost of the return freight.

If you withdraw from the purchase of some of the products you have ordered, we will refund the value of these products and any costs arising from the purchase of the specific product(s) covered by your withdrawal. But we will not refund costs that you would have had even if the product(s) covered by your withdrawal had not been bought, for example freight and invoicing costs.

The refund will be made without undue delay and, in any event, no later than 14 days after the date on which we received your notification that you had withdrawn from the purchase. However we may wait to make the refund until we have received the product from you or you have sent in proof that you have returned the product, depending on which happens first.

We will use the same payment method for the refund as you used yourself, unless you expressly agree otherwise with us. In any event, the refund will not cost you anything. When a product is returned in our shop, the refund is made in conjunction with the return, by making a refund to your card.

If you have any questions – please contact Svenskt Tenn's Customer Service.

DEFECTS

Despite our own and our suppliers' high quality standards, some items may be defective.

If a product is defective and you complained about this in due time, we will obviously ensure that the product is repaired or replaced free of charge for you. In certain cases you may also be able to assert other remedies. For you to be able to cancel the purchase the defect must be material and we must be unable to repair or replace the product within a reasonable period of time.

To be able to prove that you bought the product from us, it simplifies matters if you still have the order confirmation you received. So always be sure to save the order confirmation.

COMPLAINTS

Complaints about defects in products and about defects and delays in deliveries have to reach Svenskt Tenn within a reasonable period from when you discovered, or ought to have discovered, the defect; two months is always regarded as being within a reasonable period.

We recommend that you make any complaints in writing, by email or letter; you will find the contact details under point 17. You can also make complaints by phone or direct in our shop at Strandvägen 5 in Stockholm.

If the complaint is not made within a reasonable period from when the defect was discovered, or ought to have been discovered, and within three years from when you received the product, you lose the right to take any remedies under the Consumer Sales Act against Svenskt Tenn.

When a complaint is accepted, you are reimbursed for all your costs regarding the complaint, including return freight.

RESERVATION

Svenskt Tenn makes a reservation for any obvious clerical or printing errors, and cannot be held liable for damage resulting from such an error.

UNCOLLECTED PACKAGES

Packages delivered are held at collection points for 14 days from their date of arrival, and you must collect the package within that period if it is not to be sent back to us.

For uncollected packages we charge a fee of SEK 250 for packages sent in Sweden and SEK 350 for packages sent to another country, and this corresponds to our costs for freight, return freight and handling.

If you are not able to accept a delivery or collect your product, we ask you to contact us for a discussion about redelivery or collection.

If delivery or collection is delayed because you fail to accept the product after receiving notification, we are entitled to charge reasonable storage costs and other costs that we may incur.

If there is no delivery or collection because you fail to accept the product after notification, we are entitled to view your failure as a cancellation of the product. We will then refund the purchase price less the delivery and return freight cost and any invoice charge.

CUSTOMER SERVICE

If you have any questions, something has gone wrong in your delivery or you want to reach our customer service for some other reason, you can reach them at:
Telephone: 46 /08-670 16 00
Email: info@svenskttenn.se
Postal address:
Svenskt Tenn AB
Box 5478
SE-114 84 Stockholm

Customer service is open at 10–18 on weekdays. Emails are answered within 24 hours on weekdays.

PERSONAL DATA

In order to fulfil the contract we are obliged to collect and process personal data. Personal data means all kinds of information that can be attributed directly or indirectly to a living natural person. The information you give on registration is registered and processed by us at Svenskt Tenn. You are entitled to request an extract once a year of the information that is registered about you. If any of the information is incorrect, incomplete or misleading, we obviously correct it. We ask you to notify us when your data changes or if you discover that something is wrong. In certain cases you can ask to have the data about you deleted.

We only use the data to fulfil the contract and for marketing by email. We also store the date to simplify our future relations. We do not sell on your personal data to a third party.

By accepting these Conditions, you also accept the collection and processing of your personal data by Svenskt Tenn.

In order to fulfil the contract we are obliged to collect and process personal data. Personal data means all kinds of information that can be attributed directly or indirectly to a living natural person. The information you give on registration is registered and processed by us at Svenskt Tenn. You are entitled to request an extract once a year of the information that is registered about you. If any of the information is incorrect, incomplete or misleading, we obviously correct it. We ask you to notify us when your data changes or if you discover that something is wrong. In certain cases you can ask to have the data about you deleted.

We only use the data to fulfil the contract and for marketing by email. We also store the date to simplify our future relations. We do not sell on your personal data to a third party.

By accepting these Conditions, you also accept the collection and processing of your personal data by Svenskt Tenn.

FORCE MAJEURE

We are exempted from fulfilling the delivery if the due fulfilment of the delivery is prevented by a circumstance outside our control that we could not reasonably have expected when making the contract and whose consequences we could not reasonably avoid or overcome, such as a labour dispute, fire, accident, war, decision of a public authority or some other circumstance that was outside our control and that has a material effect on our due fulfilment of the contract.

MEMBERSHIP OF SECURE E-RETAILING

Svenskt Tenn is a certified Secure E-retailer. Secure E-retailing establishes clearer, simpler and more uniform guidelines for what applies to e-retailing. If you want to know more about Secure E-retailing and the requirements we have to meet on account of our certification, read more at www.tryggehandel.se.

DISPUTES

Svenskt Tenn’s ambition is for all its customers to be satisfied. In the first place we always try to reach an agreement with you if something has gone wrong.
If we are unable, despite our efforts, to come to an agreement, we recommend that you contact the Swedish National Board for Consumer Disputes (ARN) for an independent examination. We obviously follow the recommendations of the Swedish National Board for Consumer Disputes.

COMPANY INFORMATION

Svenskt Tenn AB
Box 5478
SE-114 84 Stockholm

Please note that the return address for returning products is:
Svenskt Tenn AB
Box 42054
SE-126 13 Stockholm

Telephone: +46 8/08-670 16 00
Email: info@svenskttenn.se

Bankgiro 732-0211
Bank: Handelsbanken
IBAN: SE946000 0000 0000 1400 4291
BIC: HANDSESS

Registration number: 556032-0375
VAT reg.no: SE5560320375-01