Terms & Conditions

The following conditions apply to all purchases at www.silvan.dk

You can shop at www.silvan.dk and have delivery for Denmark both as a private person and as a business - except for islands that does not have easy access via a bridge, Greenland, and the Faroe Islands. Silvan reserves the right for purchases intended for resale.

The price for the product

The actual product price is found on all products showed at www.silvan.dk. This price is including VAT but not any shipping cost and other fees in general. Any discounts have already been deducted from the price. Prices on www.silvan.dk and prices in the stores are the same – with exception of special campaigns, queuing offers etc.

Shipping and transport of your order

Silvan determines the shipping method based on the type of products your order consists of. Your order can potentially be delivered over a number of times and by different shipping companies. This is the case if your order consists of products from different warehouses. Please contact customer service for more information about the shipping company we use.

Unit / pallet deliveries: These are curbside. You will receive a text message the day before delivery. We do not take the packing with us back.

Products from own warehouse: You will receive a Track&Trace link via email which you then can use to follow your parcel all the way to your home.

Products marked ‘Freely delivered’: For this category it is not possible for us to provide an exact delivery as the product is shipped directly from the supplier. The physical conditions around and on the delivery location must be in order for the delivery to be made. It is the driver who determines whether the conditions are suitable for unloading the delivery. The driver does not carry the delivery upstairs and into an apartment – this is the customer’s responsibility. Delivery usually takes place on weekdays between 08:00-16:00.

Parcels shipped with GLS: If you insert your phone number when ordering online you will receive a text message when GLS has made your parcel ready to ship.

Direct delivery: There are special precautions that you should be aware of – read more here (kranlevering.pdf (silvan.dk))

Pick up of your Click&Collect order

When shopping at www.silvan.dk you can choose ‘pick up in a Silvan store’ of your choice. When your order is ready to be picked up you will receive an email and a text message. The payment is debited from your card when the product is ready for pick up in the chosen store. If it is a custom-made product the payment will be deducted already before production.

Remember to check Silvans opening hours before you leave for picking up your order.

You are to show a valid personal photo ID and the email/text message confirmation when collecting your order.

The order must be collected no later than 30 days after you receive the ‘ready to pick up receipt’ via email or text message. If the 30 days are exceeded, you as a customer, will lose the right to the purchase.

Returning Euro pallets

If you have had your order delivered on Euro pallets, you have been charged DKK 132,46 when making the purchase. You are able to have this amount refunded when you return the Euro pallet to your local Silvan Store. This does not apply disposable pallets which you have not paid a fee for. Locate your nearest Silvan store here. (link: Silvan Byggemarked – Find din Silvan butik her)

Rental

Please find and read our rental terms and conditions here (link: Lejevilkaar_betingelser_V5 (silvan.dk).

Your payment

Silvan does not charge a fee for payment by credit card. The payment transaction takes place via a secured, encrypted SSL connection (Secure Socket Layer).

The payment amount will be deducted from the payment card at the earliest when...

1. the order is dispatched from Silvan's warehouse,

2. the order is reported ready for collection by Click&Collect,

3. the manufacture of the custom-made product begins,

4. part of your order, which consists of several packages, is dispatched from Silvan's warehouse.

If your order is sent as more than one package, we will only deduct the amount for the part of the order that we are sending at that time. You will therefore be charged partial payments. When we ship the last part of your order, the partial payments will total the total amount you approved when placing the order.

Products bought on www.silvan.dk cannot be paid for via Netbank.

When you pay with a payment card, you are protected against misuse without excess risk because the payment is made via SSL. In the event of abuse, you can demand that the payment intermediary/card issuer (of an in-Denmark-issued payment card) return the payment to your payment card account. Regarding liability and responsibility rules in general we refer to the "Act of Payment services ".

You cannot use gift cards as a means of payment at www.silvan.dk. Gift cards can only be used in physical Silvan stores.

Log in to your Silvan account

Your user information and password are stored securely on our server. All communication between your browser and our server takes place via secure connections (https). You can delete your Silvan account any time by logging in at www.silvan.dk/login

Save your credit card

Silvan offers to store parts of your credit card information. This means you can quickly complete your purchase the next time you visit www.silvan.dk. Your credit card details are stored securely at Nets A/S.

In order for us to save parts of your credit card information you must create a user via ‘Log in’ at www.Silvan.dk. Click on ‘Save card’ at check-out. Going forward you must log in and provide the three security digits on the back of your card when you shop at www.silvan.dk.

You can always delete your saved credit card information and/ or your Silvan account. The following credit card types can be saved: Dankort, Visa, Mastercard, JCB and Maestro.

Your right of complaints

If there is a justified and timely complaint about a product purchased at www.silvan.dk. Silvan will do one of the following:

• Exchange the product

• Have the product repaired

• Refund the purchase price

Contact customer service on phone 0045 8252 8252 or kundeservice@silvan.dk if you wish to make a complaint. Attach your receipt/ invoice and a description of the complaint. You can also bring the product and a receipt/invoice to a Silvan store.

The Danish law of purchase applies. Therefore, the complaint must be made within a reasonable time after the defect is discovered and no later than two years after the date of purchase – unless otherwise is stated by the law. We always consider two months as a reasonable time.

You must pay the freight when you return the product to www.silvan.dk. If the complaint is justified and timely, Silvan will refund the amount paid by the customer. Likewise, Silvan must pay the freight in connection with sending an exchanged or repaired product to you.

If the complaint is not justified or timely you must pay the freight when Silvan returns the item to you.

If you return the item in a Silvan store you will be refunded the purchase price in cash. If you have sent the item to www.silvan.dk you will have the purchase amount transferred to the payment card you originally paid with.

Your right to withdraw a purchase

The law dictates that you always have a 14-day right of withdrawal for online purchases. In Silvan, both online and in stores, you have a full year’s right of return – 365 days.

The withdrawal period expires 365 days from:

• The day you receive your product.

• The day you receive the last item in case you have placed an order with several items delivered individually.

• The day you receive the last lot or the last part in case you have placed an order that consists of several parts or lots.

If you wish to cancel your purchase, you must notify us clearly before the cancellation period expires. Inform customer service about this on phone number: 0045 8252 8252 or via Kundeservice@silvan.dk.

You cannot cancel your purchase by refusing to receive the item. It is your responsibility to return the order to us without unnecessary delay and no later than 14 days after your have notified us of your wish to cancel your purchase. You are responsible for packing the product securely and returning the product to the sender’s address.

You must pay the costs linked to pallets and crane etc. Please contact customer service for booking and more information. The cost for returning goods is expected to amount to approx. DKK 2,000 incl. VAT.

The right of withdrawal does not apply to all products. It does not apply to…

1. a product which is manufactured according to your specifications or has been given a distinct personal touch,

2. a product which can be assumed to deteriorate or become obsolete quickly,

3. a sealed product which, for reasons of health protection or hygiene, is not suitable for return and where the seal has been broken after delivery.

If you regret your purchase and return the product (which is not exempt from the right of withdrawal) to us in time, you will of course get your money back.

Should it be the case that you are responsible for a deterioration in the product's value, you will not be reimbursed the full purchase amount. You may test the item, but not actually use it, if you want the full purchase amount upon return.

If you use your right of withdrawal and follow the conditions, we will refund all payments received from you, including delivery costs (but not extra costs if you have chosen a different form of delivery than the cheapest form of standard delivery that we offer). The purchase amount will be transferred to the payment card that was originally used for the purchase.

We can withhold the refund until we have received the item - unless you have already provided documentation that you have returned it.

If you regret your purchase, the item must be returned to the address on the shipping label that you originally received. If you have doubts of the address, please reach out to our customer service. You can also cancel your purchase by personally returning the item to your local Silvan store. We point out that the exchange and return rules do not apply to specially produced goods, such as tinted paint, goods sold by the meter and non-stocked order goods.

Note! We do not receive packages sent by cash on delivery. Companies and public institutions generally do not have the right of withdrawal, unless otherwise agreed in writing with Silvan.

Wrong delivery

If Silvan has sent a different item than the one you ordered, we will refund the postage/freight associated with your return to Silvan. In addition, you will have the delivery costs associated with your order refunded to the payment card you used for the purchase. If you return the item to a physical Silvan store, you will get the postage/freight refunded in cash.

Your personal data

Silvan complies with the applicable personal data policy. However, due to the webshop's structure the following change has been made which applies particularly to www.silvan.dk:

If you ask us to do so, we will delete your personal information - with the exception of the information you have provided under "Invoicing information" in connection with your order. This information is linked to orders that cannot be deleted. The information is automatically deleted after the end of the year of the purchase with the addition of 5 additional years in accordance with the legislation on bookkeeping.

Read more about Silvan's personal data policy.

Force majeure

Silvan reserves the right for delayed or defective delivery because of force majeure.

Options for filing complaints

If you want to file a complaint about a product or service purchased from Silvan you can submit a complaint to the Center for Complaint Resolution in the Danish Competition and Consumer Authority: Carl Jacobsens Vej 35, 2500 Valby.

You can also file a complaint to the Center for Complaint Resolution via www.forbrug.dk. The European Commission's online complaints portal can also be a possibility. This is particularly relevant if you are a consumer residing in an EU country other than Denmark. In that case, the complaint is submitted here: http://ec.europa.eu/odr

Contact us

Silvan's webshop can be contacted here:

Silvans customer service, Edwin Rahrs Vej 88, 8220 Brabrand email: kundeservice@silvan.dk Phone.:0045 8252 8252 CVR-nr.: 38841297