Refund policy

Return and reimbursement policy Silensa

Acoustics Online B.V., acting as Silensa

Version: July 2026

This policy applies to consumers who buy a Silensa product at a distance, for example via www.silensa.nl. It describes how to withdraw a purchase, return a product and receive a refund. Your legal rights in the case of a defective or wrongly delivered product remain unaffected.

1. Contact and return information

Name: Acoustics Online B.V., acting as Silensa

Return address: Gessel 62, 3454 MZ De Meern

Email: contact@silensa.nl

Accessible: Monday to Friday from 08.30 to 17.00

2. Thinking time and right of withdrawal

You can revoke the contract for the purchase of a product within 14 days without giving any reasons. Silensa may ask for the reason, but you are not obliged to give it.

The reflection period shall begin on the day following:

• you, or a third party designated by you who is not the carrier, have received the product;
• you received the last product on one order with several separately delivered products; or
• you have received the last consignment or part of a product consisting of several consignments or parts.

If Silensa did not provide the legally required information on the right of withdrawal or the model form, the reflection period can be extended for a maximum of 12 months. If you receive the missing information within that period, the reflection period ends 14 days after receipt of that information.

3. Sign up a return

Let Silensa know clearly within the reflection period that you intend to withdraw the agreement. This can be done via the online withdrawal button at www.silensa.nl, by e-mail to contact@silensa.nl, by post or using the model form in the annex. You can also use another clear explanation.

Preferably state your name, order number, the product you want to return and the date on which you received the product. In the event of an electronic notification, you will receive an acknowledgement of receipt as soon as possible.

The notification is on time when you send it before the end of the reflection period. The risk and burden of proof of correct and timely reporting lie with you. Therefore, keep your shipping or receipt.

4. Return the product

Return the product as soon as possible, but no later than 14 days after the day on which you reported the withdrawal. The return period is respected when you send the product before this 14-day period has expired. This is not necessary if Silensa has offered to pick up the product itself.

Send the product to the return address in Article 1 and observe the following points:

• send all supplied parts and accessories;
• use, where reasonably possible, the original condition and packaging;
• carefully pack the product to prevent transport damage;
• follow any reasonable and clear return instructions from Silensa; and
• Keep the shipping certificate until the return is complete.

5. Return costs

The direct costs of returning are for your account when Silensa has clearly reported this before the purchase. For products that cannot be returned by regular mail, Silensa shall indicate in advance the costs or a reasonable estimate thereof. If Silensa did not report that you are carrying these costs, or Silensa offered to bear the costs himself, the return costs are not on your account.

In the case of a defective, damaged or incorrectly delivered product, the rules in Article 9 shall apply. In this case, please contact us first so that Silensa can provide appropriate return instructions.

6. Assessment of the product and impairment

During the reflection period, carefully handle the product and its packaging. You may only unpack, handle and inspect the product to the extent necessary to determine the nature, characteristics and operation, as should be allowed in a store.

You are only liable for depreciation resulting from you going beyond what was necessary to assess the product. This does not apply if Silensa did not provide you with all legally required information about the right of withdrawal before or at the time of the conclusion of the agreement.

7. Repayment

Silensa will refund the purchase amount of the returned product as soon as possible and no later than 14 days after the day on which you reported the withdrawal. Silensa may wait to pay back until the product has been received or until you show that you have returned the product, depending on what time falls earlier. This delay does not apply if Silensa collects the product itself.

The reimbursement shall also be subject to:

• when the entire order is withdrawn, pays Silensa also returns the cost of the cheapest standard delivery offered;
• in the case of a partial return, Silensa does not have to reimburse the original delivery costs;
• additional costs for a more expensive delivery method chosen by you will not be refunded;
• Silensa uses the same means of payment as in the original payment, unless you agree to another method; and
• no charges shall be charged for reimbursement.

In the event of a valid withdrawal, any additional contracts directly linked to the purchase shall be automatically terminated.

8. Exceptions to the right of withdrawal

Silensa offers standardized products. The right of withdrawal is fully applicable, except where a legal exception applies and Silensa clearly stated this before the purchase.

For the current offer, exclusion can only be relevant to:

• products which have been irrevocably mixed with other products after delivery by their nature; or
• sealed products which, for reasons of health protection or hygiene, are not fit to be returned and whose seal has been broken after delivery.

If a product is not excluded, the right of withdrawal shall apply in full.

9. Defective, damaged or incorrectly delivered product

If a product is defective, damaged or incorrectly delivered during transport, please contact us as soon as possible via contact@silensa.nl. Describe the problem clearly and add your order number and photos where possible. Do not return the product on your own initiative until you have received return instructions.

Silensa guarantees that the product complies with the agreement and the specifications mentioned. Your legal rights in case of non-compliance are independent of the right of withdrawal. Depending on the situation and legal conditions, Silensa offers free repair or replacement. If no appropriate solution is offered within a reasonable time, you may be entitled to price reduction or dissolution and reimbursement.

10. Complaints

Submit complaints about a return or refund within a competent time after you have found the problem fully and clearly via contact@silensa.nl or the address in article 1. Silensa will reply to a complaint within 14 days of receipt. If more time is needed, you will receive an acknowledgement of receipt and an indication of the further response period within that period.

Annex: model form for withdrawal

Simply fill out this form and send it back when you want to revoke the agreement.

To: Acoustics Online B.V. (Silensa)

Gessel 62, 3454 MZ De Meern

contact@silensa.nl

I hereby inform / inform you that I/we revoke our agreement concerning the sale of the following products:

Product(s):

Order number (optional):

Ordered by: Received on:

Consumer name:

Consumer address:

Email address (optional):

Date:

Consumer signature:

Delete as appropriate. A signature is only required when you submit this form on paper.