Purchase and Delivery terms

Svenskt Tenn's purchase and delivery terms in respect of deliveries to consumers.

Area of application

These purchase and delivery terms, hereinafter called the Terms, apply to all orders placed on Svenskt Tenn's website, www.svenskttenn.com, hereinafter called the Website, and from Svenskt Tenn's Customer Service. The Terms are binding between you and Svenskt Tenn AB. Our full contact details are at the end of these Terms.

If the laws of a country other than Sweden are applicable, the Terms apply in those aspects which do not differ from applicable mandatory consumer legislation. Svenskt Tenn will, of course, comply with applicable mandatory consumer legislation.

Orders

Orders must be placed via the Website or through Svenskt Tenn's Customer Service.

When you click on the purchase button, you enter into a contract with Svenskt Tenn. Immediately after you have placed 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, if it is incorrect in any way or if you wish to change your order, please contact us immediately. To simplify any contacts with our Customer Service, please have your order confirmation to hand.

Under Swedish legislation, we are required to request the signature of a parent or guardian on an order where the customer is under 18 years of age.

Price

Value added tax

Prices on the Website are specified including VAT at 25 %. VAT is payable on all orders in which the customer is a consumer and is resident in an EU Member State. Orders involving deliveries to countries outside the EU are free of VAT. Customs duties may be payable depending on the legislation in the country to which the order is delivered. Any charges for VAT and customs duties are to be paid by the customer. Unfortunately, Svenskt Tenn is unable to inform the customer about these charges, and the customer is personally responsible for the administration relating to the import of the goods and the payment of VAT and customs duties.

Freight

The prices specified are excluding carriage. You will be responsible for paying the cost of carriage. The cost of carriage will be shown at the checkout.

Payment

For orders placed through the Website, you can select payment by bank card, credit card or through invoice and instalments. Payment through invoice and instalments is handled through Klarna, and if you have any questions about the invoice, please contact Klarna directly.

For payments by bank card or credit card, all transactions are administered by Adyen B.V., using secure encryption and in accordance with strict bank standards. Your card details are sent directly to the bank, and they cannot be read or downloaded by anyone other than your bank. We apply 3D-Secure security for extra validation of certain debit cards. Svenskt Tenn does not impose any extra charges for card payments. For payment by credit card or bank card, the amount is charged to your card when you place your order, and payment is taken immediately.

For orders placed through Customer Service, you make an advance payment via the Website.

Security

We provide you with a secure method of payment at all times. We work in collaboration with Adyen B.V., who fulfil all the requirements of PCI DSS. All card details and your personal data are encrypted, which means that only authorised persons can see the information. We apply 3D-Secure security for extra validation of certain debit cards.

Proviso

We reserve the right to cancel the order if the item is obviously incorrectly priced.

Custom-made products

Deposit

For orders of certain goods which are not held in stock, orders must be placed via the Website or Customer Service. We require a deposit of at least 20 % of the price of the item for goods not held in stock.

If you cancel the order for the item or for any other reason withdraw from the contract, we have the right to deduct from the deposit compensation for expenses and any losses resulting from the cancellation or withdrawal.

Delivery

When an item needs to be specially ordered, we require that the deposit is in our hands before we place the manufacturing order. Consequently, the delivery period may be affected in the event that you do not pay the deposit within the contracted period.

We are not obliged to deliver the item before the entire purchase price has been paid, so we wait on receiving payment in full before delivery.

Cancellation

If you wish to cancel an order for an item, you are obliged to compensate us for our expenses and losses, unless you have been unable to exercise your right of withdrawal. For further information, see under Right of withdrawal. Compensation following cancellation will be taken, in the first instance, from any deposit paid.

Returns

Neither returns nor Right of exchange applies to order items.

It may occasionally happen that an order item may be out of production or for some other reason we are no longer able to deliver it. In such cases, we will contact you immediately to discuss a satisfactory solution insofar as this is permitted under current consumer legislation.

Deliveries

The mode of delivery, terms, delivery date and cost vary depending on the country and type of item. Deliveries of products purchased via Svenskt Tenn's website are made only to Sweden and to certain countries within Europe, as well as to the USA, Japan and Australia. For other countries, please contact Customer Service. Each time you order, you can select the mode of carriage that you want.

Delivery time

For smaller items which are in stock and can be sent by parcel post, the normal delivery is in one - three working days if the item can be sent within Sweden and you have provided your mobile phone number. If you have not provided your mobile phone number, the delivery may take up to 2 days longer. For postcode areas within the rural postal service (usually postcodes in which the third digit is a five, i.e. XX5 XX) deliveries can take one - three days longer than the normal delivery date.

For furniture, specially-ordered items sold through our Customer Service and for deliveries to countries other than Sweden, different delivery dates apply. Within Sweden, the normal delivery date is around five - fourteen days. For deliveries within the EU, the normal delivery date is approximately three weeks, and for deliveries outside the EU, approximately four weeks. You will be notified of the delivery date by Customer Service.

Please note that the delivery date may be postponed if you have ordered an item which requires a deposit and you have not paid that deposit within the set time.

The package will be held at the collection point for 14 days from the date of arrival. You must collect the package within that time, otherwise it will be returned to us. Note that we make a charge for packages which are not collected, see Return Terms. Please note that a failure to collect a package or receive a delivery is not treated as an exercise of the Right of withdrawal. For more information on the Right of withdrawal, please see the Right of withdrawal section.

Collection in store

If you place your order before 12 noon, the order will be available for collection in the store at Strandvägen 5, Stockholm, on the next working day after 10.00. You will receive an SMS message when your items are ready for collection in the store. The items must be collected in the store within 10 days.

Notice of delivery

In certain cases, you will receive a notice of delivery from the carrier if you provided your mobile phone number and email address when you place the order.

Delayed delivery

Although we do our utmost to ensure that we deliver your order at the promised time, things can go wrong. If the delivery is delayed beyond our promised delivery date, please contact us immediately so that we can investigate the reason for the delay in delivery. If the delay is of significant importance for you, you may have the right to cancel the purchase. Please contact us immediately if the delivery is delayed, and it is important that you receive the item within a specific time.

Damage in transit

We have selected carriers that we regard as able to guarantee a high level of quality in their deliveries. Despite this, damage in transit can still occur. Accordingly, we request that you examine whether the item or the packaging has been damaged on receipt. If the item or the packaging has visible damage, you should notify the carrier of this immediately, or, if you discover the damage after delivery, as soon as possible to our Customer Service.

Right of withdrawal

Cooling-of period and notification

Our intention is that you are totally satisfied with the item or items you purchase from us. Accordingly, if you make a purchase from the Website or through our Customer Service, you have the right to cancel your purchase without giving any reason within 14 days of the date on which you received your delivery, i.e. the cooling-off period.

If you want to cancel your purchase, you must inform us of this within the cooling-off period, preferably by registering your cancelled purchase on the Return & Claim page on our Website, and follow the instructions. If you select this option, we will immediately confirm by email that we have been notified of your decision and that you are exercising your Right of withdrawal. You can also contact our Customer Service on telephone +46 8 670 16 00 or by email to info@svenskttenn.se. You can also use the form produced by Konsumentverket [the Swedish Consumer Agency]. Download the form here. Please note that a failure to collect a package or receive a delivery is not treated as an exercise of the Right of withdrawal.

Exceptions

The Right of withdrawal does not apply to items which are manufactured in accordance with your particular wishes or items which otherwise possess a clear personal preference as a result of your order, such as items sold by length, specially-ordered furniture or bespoke sewn items.

Return terms & conditions

If you are withdrawing from your purchase, you must return the item to us without unnecessary delay and in any event no later than 14 days after the date on which you informed us of your decision to withdraw from the contract. To give you enough time to exercise your Right of withdrawal, it is sufficient if you return the item before this fourteen-day period has expired.

You may, of course, look at and examine the item. Please ensure that you handle the item carefully and only to the extent necessary to determine the nature, properties and function of the item. As a guideline, handle the item as you would in a store. If you have handled the item above and beyond what is permissible, you are liable for the reduction in value of the item, and we have the right on refunding you to make a deduction for that reduction in value.

Handling returns

Pack the item(s) that you want to return, preferably in the original packaging (Svenskt Tenn cares about the environment, and would very much prefer you to use the original packaging as far as possible).

Refund Policy

If you choose to cancel your purchase, we will refund the full amount of all payments received from you. This includes the value of the goods and any associated costs, such as delivery charges. However, we reserve the right to deduct an amount reflecting any reduction in the value of the goods.

For partial cancellations of an order, we will refund the value of the returned goods, and any costs directly related to those items. However, costs that would have been incurred regardless of the purchase of the returned goods, such as shipping and invoicing fees, will not be refunded.

You are responsible for the cost of return shipping when cancelling a purchase. In the case of a complaint regarding defective or incorrect goods, we will cover the cost of return shipping.

Refunds will be processed promptly and no later than 14 days from the date we receive your notification of cancellation. Please note, however, that we reserve the right to withhold the refund until we have received the returned goods or until you provide proof of their return, whichever occurs first.

We will process the refund using the same payment method as was used for the original transaction, unless explicitly agreed otherwise. No additional fees will be charged for the refund.

If you have any questions, please do not hesitate to contact Svenskt Tenn’s Customer Service.

Right of exchange and returns

Right of exchange

Our aim is that, as a customer, you will be totally satisfied with the item(s) you purchase from us. Whether you buy from the Website or through our Customer Service, in addition to your Right of withdrawal, we provide 30 days Right of exchange. The period is counted from the date on which you accept delivery.

It is fine to exchange one item for another by placing a new order yourself on our Website. A new charge for carriage will then be added. If you want to exchange the item, you must return it unused in the original packaging, and enclose the purchase receipt.

The Right of exchange is not valid for goods sold by length or order items.

Returns

If, against expectations, you are not satisfied with your purchase and you cannot find anything else in our store that you would like at the moment, you can return the item within 30 working days from the date on which you receive the item, and get your money back.

Returns are not valid for goods sold by length or order items.

Handling returns

You register your return on the Return & Claim page on the Website and follow the instructions.

You are responsible for the cost of return carriage when you exercise the Right of exchange or returns. Furniture can be returned through our carrier at a cost of between SEK 2,000 and SEK 8,500, depending on factors such as the size of the furniture. If you decide to send back the furniture immediately, that is before the carrier has left your address, you pay 50 % of the carriage cost. Please contact Customer Service for further information.

Defective item(s)

Despite Svenskt Tenn's own high quality standards and those of our suppliers, individual items can occasionally be defective.

If an item is defective, and you have lodged a complaint/claim within the required period, we will, of course, ensure that the item is repaired or replaced free of charge. In certain cases, you may also be entitled to require additional penalties. For you to have the right to cancel the purchase, it is necessary that the defect is serious and that we are unable to repair or replace the item within a reasonable period.

So that you can prove that you purchased the item from Svenskt Tenn, it helps if you have retained your order confirmation. Consequently, you should always save your order confirmation.

Complaints/Claims

All complaints/claims of defective items, as well as incorrect or delayed delivery, must be lodged in writing with Svenskt Tenn within a reasonable period from the date on which you discovered, or should have discovered, the defect. A "reasonable period" is always considered to be two months.

We prefer that you register any complaint/claim via our Return & Claim page on our Website.

If a complaint/claim is not lodged within a reasonable period from the date on which the defect was discovered, or should have been discovered, and within three years from the date on which you took delivery, you forfeit the right to assert any penalties under the provisions of the Swedish Consumer Purchase Act (1990:932) against Svenskt Tenn.

In the event that the complaint/claim is approved, you will be reimbursed for all your expenses in relation to the complaint/claim, including return carriage.

Proviso

Errors and omissions excepted; Svenskt Tenn cannot be held liable for losses resulting from errors in the text or printing.

Uncollected packages

Delivered packages will be held at the collection point for 14 days from the date of arrival. You must collect the package within that time, otherwise it will be returned to us. For in-store collection, the items must be collected within 10 days.

In the event that a package is uncollected, we will charge a fee of SEK 250 for a package sent within Sweden and SEK 350 for a package sent to another country. These charges cover our expenses for carriage, return carriage and handling.

If you are unable to accept a delivery or collector item, please contact us to discuss delivery or collection.

If delivery or collection is delayed through your failure to accept the item after notification, we have the right to impose a charge for reasonable storage costs and other expenses which we may incur.

If a delivery or collection does not materialise through your failure to accept the item after notification, we have the right to regard your failure as a cancellation of the order for the item. In that case, we will refund the purchase price after deducting delivery and return carriage costs as well as any invoice charge.

Processing of personal data

So that we can fulfil the contract, we have to collect and process personal data. If you would like to contact Svenskt Tenn about the processing of your personal data, you are very welcome to do so by emailing info@svenskttenn.se. You can read more on the processing of personal data here.

Customer Service

If you have any questions, if there have been any problems with a delivery or if you have any other reason to get in touch with Svenskt Tenn’s Customer Service, you can reach them on
Telephone: +46 8 670 16 00
email: info@svenskttenn.se
Postal address:
Svenskt Tenn AB
Box 5478
114 84 Stockholm, Sweden

Svenskt Tenn's Customer Service is open on weekdays from 10.00-18.00 CET. Emails will be answered within 24 hours on weekdays.

Force majeure

Svenskt Tenn is released from its obligation to fulfil deliveries if the proper fulfilment thereof is prevented due to a circumstance outside our control and which we could not reasonably have been expected to take into account when the contract was entered into, and the consequences of which we could not reasonably have avoided or overcome, such as industrial disputes, fire, accident, war, decisions of public authority/agencies or other circumstance outside our control which significantly affects the proper fulfilment of the contract by us.

Membership of the Swedish safe e-commerce organisation, trygg e-handel

Svenskt Tenn is certified as a Safe E-trader as a member of Trygg E-handel. Trygg E-handel provides clearer, simpler and more uniform guidelines for everything affecting e-commerce. If you would like to know more about Trygg E-handel and standards set for us for certification, you can read more on Trygg E-handel’s website.

Disputes

Svenskt Tenn makes every effort to ensure that all its customers are satisfied. If any problems do arise, we always attempt to reach an agreement with you in the first instance.

If, despite our efforts, we are unable to reach agreement, we recommend that you get in touch with Allmänna Reklamationsnämnden (www.arn.se) [The National Board for Consumer Disputes (ARN)], for an independent adjudication. Their postal address is;

Allmänna reklamationsnämnden
Box 174
101 23 Stockholm, Sweden
We will participate in the dispute resolution procedure and comply with ARN’s recommendations.

Alternative disputes resolution

The European Commission provides an online platform for dispute resolution and information. The aim of the regulations is to ensure that consumers can have a dispute under consumer law adjudicated through alternative dispute resolution, i.e. without resource to a court of general jurisdiction. The dispute can instead be adjudicated by a Board. As a consumer, you can use the European Commission's online platform for alternative dispute resolution: European Commission Online Dispute Resolution (EU ODR).