Terms of service

Terms of service

General conditions Silensa

Acoustics Online B.V., acting as Silensa

Version: July 2026

These general terms and conditions are based on a model used in the Netherlands for distance selling to consumers and are adapted to Silensa's services. Silensa is not affiliated to any interbranch organisation or dispute committee.

Contents

  • Article 1
  • Article 2
  • Article 3
  • Article 4
  • Article 5
  • Article 6 (3) Right of withdrawal
  • Article 7
  • Article 8
  • Article 9
  • Article 10
  • Article 11 The price
  • Article 12
  • Article 13
  • Article 14
  • Article 15 hindered product characteristics, assembly and maintenance
  • Article 16
  • Applicable law and disputes
  • Article 18
  • Article 19
  • Annex I

Article 1

For the purposes of these conditions:

Additional agreement: a contract whereby the consumer acquires products or services in connection with a distance contract and these goods or services are provided by Silensa or by a third party on the basis of an agreement between that third party and Silensa.

Thinking time: the period within which the consumer may exercise his right of withdrawal.

Consumer: the natural person not acting for purposes related to his trade, business, craft or professional activity.

Day: calendar day.

Durable data carrier: any means of communication, including e-mail, which enables the consumer or Silensa to store information addressed to him personally in a way that allows future consultation or use for a period appropriate to the purpose for which the information is intended, and which allows unchanged reproduction of the stored information.

Right of withdrawal: the possibility for the consumer to waive the distance contract within the period of reflection.

Model form for withdrawal: the Annex I of these conditions included European model form for withdrawal.

Remote agreement: an agreement between Silensa and the consumer are concluded within the framework of an organised system of distance selling of products, whereby, until the conclusion of the contract, one or more distance communication techniques are used exclusively or jointly.

Silensa: Acoustics Online B.V., acting under the name Silensa, which offers products to consumers remotely.

Remote communication technique: means that can be used to conclude a contract without the consumer and Silensa having to meet simultaneously in the same space.

Article 2

Name of economic operator: Acoustics Online B. V.

Acting under the name: Silensa

Web address: www.silensa.nl

Location: Gessel 62, 3454 MZ De Meern

 

Accessibility: Monday to Friday from 08.30 to 17.00

Email address: contact@silensa.nl

CVK Number: 68141696

VAT number: EN852035615B01

Article 3

  1. These general terms and conditions apply to all Silensa offers and to any distance contract concluded between Silensa and the consumer.
  2. Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, Silensa shall indicate before the conclusion of the contract how the general terms and conditions can be observed and that they will be sent free of charge upon request of the consumer.
  3. By way of derogation from the previous paragraph, if the distance contract is concluded electronically, the text of these general terms and conditions may be made available to the consumer by electronic means prior to the conclusion of the contract, in such a way that it can be easily stored by the consumer on a durable medium.
  4. If, in addition to these general terms and conditions, specific product conditions apply, the second and third paragraphs shall apply mutatis mutandis and the consumer may always rely on the most favourable provision for him in the event of conflict.

Article 4

  1. If an offer has a limited period of validity or is subject to conditions, this is explicitly stated in the offer.
  2. The offer contains a complete and precise description of the products offered. The description is sufficiently detailed to allow a proper assessment of the offer by the consumer. Images are a true representation of the products offered. Apparent mistakes or obvious errors in the offer do not bind Silensa.
  3. Each offer shall contain such information that it is clear to the consumer what the rights and obligations attached to the acceptance of the offer are.

Article 5

  1. The contract shall be concluded, subject to the provisions of paragraph 4, at the time of acceptance by the consumer of the offer and of compliance with the conditions laid down therein.
  2. If the consumer has accepted the offer by electronic means, Silensa shall promptly acknowledge receipt of the acceptance by electronic means. Until receipt of this acceptance is confirmed, the consumer may terminate the contract.
  3. If the agreement is concluded electronically, Silensa shall take appropriate technical and organisational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can pay electronically, Silensa shall comply with appropriate security measures.
  4. Silensa may inform itself within legal frameworks whether the consumer can meet his payment obligations as well as all facts and factors relevant to a responsible conclusion of the distance contract. If, on the basis of this investigation, Silensa has good grounds not to enter into the contract, it is entitled to refuse an order or to attach special conditions to the execution.
  5. Silensa shall send the following information, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable medium at the latest upon delivery of the product:
  6. the address of the Silensa establishment where the consumer can complain;
  7. the conditions under which and how the consumer can exercise the right of withdrawal;
  8. the information on existing after-purchase service;
  9. the price including all taxes, where applicable the cost of delivery, and the method of payment, delivery or execution;
  10. the model form for withdrawal.

Article 6 (3) Right of withdrawal

  1. The consumer may terminate a contract relating to the purchase of a product for a period of reflection of at least 14 days without giving reasons. Silensa may ask the consumer about the reason for withdrawal, but they do not require him to state his reasons.
  2. The period of reflection referred to in paragraph 1 shall begin on the day after the consumer, or a third party previously designated by the consumer who is not the carrier, has received the product, or:
  3. if the consumer has ordered several products in the same order: the day on which the consumer received the last product;
  4. if the delivery of a product consists of several consignments or parts: the day on which the consumer received the last consignment or component.
  5. If Silensa has not provided the consumer with the legally required information on the right of withdrawal or the model form for withdrawal, the reflection period shall expire twelve months after the end of the original period of reflection established in accordance with the previous paragraphs.
  6. If Silensa has provided the consumer with the information referred to in the previous paragraph within 12 months of the starting date of the original reflection period, the reflection period shall expire 14 days after the day on which the consumer received that information.

Article 7

  1. During the period of reflection, the consumer deals with the product and packaging carefully. It only unpacks the product or uses it to the extent necessary to determine the nature, characteristics and functioning of the product. The starting point is that consumers should only handle and inspect the product as they should in a shop.
  2. The consumer shall only be liable for any impairment of the product resulting from a manner of handling the product that goes beyond the scope of paragraph 1.
  3. The consumer is not liable for any impairment of the product if Silensa did not provide him with all legally mandatory information about the right of withdrawal before or at the time of conclusion of the contract.

Article 8

  1. If the consumer makes use of his right of withdrawal, he shall notify Silensa, via contact@silensa.nl or the address mentioned in Article 2, by means of the model form for withdrawal or by other unambiguous means.
  2. As soon as possible, but within 14 days of the day following the notification referred to in paragraph 1, the consumer shall return the product or hand it to Silensa or an agent thereof. This is not necessary if Silensa has offered to pick up the product itself. In any case, the consumer has complied with the deadline for returning the product before the reflection period has expired.
  3. The consumer returns the product with all supplied accessories, if reasonably possible in original condition and packaging, and in accordance with the reasonable and clear instructions provided by Silensa.
  4. The risk and burden of proof for the proper and timely exercise of the right of withdrawal lie with the consumer.
  5. The consumer bears the direct costs of returning the product. Silensa shall indicate these costs, or a reasonable estimate thereof, with the offer. If Silensa has not reported that the consumer has to bear these costs, or indicates to bear the costs himself, the consumer does not have to bear the costs of returning them.
  6. If the consumer makes use of his right of withdrawal, all additional contracts will be terminated automatically.

Article 9

  1. If Silensa allows the notification of withdrawal by electronic means, she shall send an acknowledgement of receipt immediately upon receipt of this notification.
  2. Silensa reimburses all payments made by the consumer, including any delivery costs charged by Silensa for the returned product, without delay but within 14 days following the day on which the consumer reports the withdrawal. Unless Silensa offers to pick up the product herself, she may wait until she has received the product or until the consumer proves that he has returned the product, whichever is earlier.
  3. Silensa uses the same means of payment used by the consumer for reimbursement, unless the consumer agrees to another method. The refund is free of charge to the consumer.
  4. If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, Silensa does not have to pay back the additional costs for the more expensive method.

Article 10

  1. Silensa offers standardized products. These products are subject to the right of withdrawal as defined in Article 6.
  2. Silensa can only exclude the following products from the right of withdrawal, and only if it has clearly indicated this in the offer, at least in good time before the conclusion of the contract:
  3. products which are irrevocably mixed with other products after delivery by their nature;
  4. sealed products which, for reasons of health protection or hygiene, are not fit to be returned and whose seal has been broken after delivery.
  5. If a product is not excluded, the right of withdrawal shall apply in full.

Article 11 The price

  1. During the period of validity specified in the offer, the prices of the products offered will not be increased, except for changes in prices due to changes in VAT rates.
  2. The prices mentioned in the offer of products include VAT.

Article 12

  1. Silensa guarantees that the products comply with the agreement, with the specifications set out in the offer, with the reasonable requirements of validity and usability, and with the legal provisions and regulations in force at the date of the conclusion of the agreement.
  2. If expressly agreed, Silensa also guarantees that the product is suitable for use other than normal.
  3. Silensa does not provide any additional guarantee over the legal rights of the consumer. Where an additional guarantee is provided by Silensa, its subcontractor, manufacturer or importer, it shall never restrict the legal rights and claims that the consumer may have against Silensa under the agreement.

Article 13

  1. Silensa takes utmost care to receive and execute orders for products.
  2. The place of delivery is the address the consumer has made known to Silensa.
  3. Silensa supplies addresses in the Netherlands, Belgium, Germany and Luxembourg. Delivery outside this area takes place only after express confirmation by Silensa.
  4. Silensa executes accepted orders with skill, but within 30 days at the latest, unless another delivery period has been agreed. The actual indicative delivery time is indicated on the website with the product.
  5. If the delivery is delayed, or if an order cannot be executed or can only be partially executed, the consumer will receive a notice no later than 30 days after placing the order. In this case, the consumer has the right to terminate the contract without charge and to be entitled to any compensation.
  6. After dissolution in accordance with the previous paragraph, Silensa will refund the amount paid by the consumer without delay.
  7. The risk of damage and/or loss of products rests with Silensa until the moment of delivery to the consumer or a pre-identified and notified representative to Silensa, unless expressly agreed otherwise.

Article 14

  1. The consumer pays the full purchase price, including any shipping costs, in advance via one of the payment methods offered on the Silensa website. Payment is not offered afterwards.
  2. As long as the payment has not been received in full, the consumer cannot assert any right to execute the order in question.
  3. The consumer has a duty to report inaccuracies in payment data provided or mentioned to Silensa without delay.
  4. If the consumer does not comply with a due amount in good time, he shall be entitled to payment after Silensa has informed him of the late payment and has granted him a period of 14 days, starting the day after receipt of the notice, in order to meet his payment obligations after failure to pay within that period, the statutory interest payable on the amount still due. Silensa shall then be entitled to charge the extrajudicial collection costs she incurs. These costs amount to a maximum of 15% over outstanding amounts up to €2,500, or 10% over the subsequent €2,500, or 5% over the next €5,000, or a minimum of €40, or more. Silensa may deviate from these amounts and percentages to the benefit of the consumer.

Article 15 hindered product characteristics, assembly and maintenance

This article describes characteristics inherent to the materials supplied by Silensa. These properties do not qualify as defects. This Article shall be without prejudice to the consumer's legal rights in the event of non-conformity.

  1. Sunlight. The supplied felt and textile products should not be exposed directly to sunlight. Long-term direct exposure may cause discolouration of the material.
  2. Color rendering. Colors on images on the website may differ from the actual colour of the product, inter alia due to differences in display and exposure. Silensa advises the consumer to contact us in advance in case of doubt.
  3. Natural variation. Felt and textiles are materials with a natural variation. Low differences in colour nuance, structure or thickness between individual products or between production batches are inherent to the material. The consumer who wants to ensure that products are identical should order them in one order.
  4. Assembly and surface. The consumer shall be responsible for assessing the suitability and capacity of the substrate on which the products are mounted and for selecting appropriate attachment material. Silensa shall not be liable for damage caused by an unsuitable substrate or incorrect assembly, unless this damage is due to incorrect or incomplete assembly instructions from Silensa.
  5. Maintenance. The consumer shall comply with the maintenance and use instructions provided by Silensa with the product.

Article 16

  1. Silensa has a sufficiently published complaint procedure and deals with complaints in accordance with this procedure.
  2. Complaints about the execution of the contract must be submitted to Silensa fully and clearly defined by contact@silensa.nl or the address mentioned in Article 2 within an appropriate time after the consumer has found the defects.
  3. Complaints lodged with Silensa will be answered within 14 days of receipt. If a complaint requires a foreseeable longer processing time, Silensa answers within 14 days with a notice of receipt and an indication when the consumer can expect a more detailed answer.
  4. The consumer should at least give Silensa 4 weeks to resolve the complaint by mutual agreement.

Applicable law and disputes

  1. Dutch law applies to contracts between Silensa and the consumer to which these general terms and conditions apply.
  2. As Silensa co-directs its activities to Belgium, Germany and Luxembourg, consumers living in one of these countries can always rely on the mandatory provisions of the consumer law of their country of residence. The choice of law in paragraph 1 shall not affect that protection.
  3. Disputes which cannot be resolved by mutual agreement shall be submitted to the competent court in the Netherlands, without prejudice to the consumer's right to refer the dispute to the competent court of his place of residence under the law.
  4. Silensa is not a member of a dispute committee or interbranch organisation. Therefore, no rights can be derived from these conditions vis-à-vis an interbranch organisation or dispute committee.

Article 18

Additional provisions or derogations from these general conditions shall not be to the detriment of the consumer and shall be recorded in writing or in such a way as to allow the consumer to store them in an accessible manner on a durable medium.

Article 19

Amendments to these terms and conditions shall be effective only after they have been published in an appropriate manner, except that in the case of any applicable changes during the duration of an offer the most favourable provision for the consumer shall prevail.

Annex I

(Fill out and return this form only when you wish to revoke the agreement.)

a. To: Acoustics Online B.V. (Silensa)

Gessel 62, 3454 MZ De Meern

contact@silensa.nl

b. I /We hereby inform you that I/We revoke our agreement concerning the sale of the following products: [product designation]

c. Ordered / received on: [date]

b. Consumer name(s):

e. Consumer address:

f. Consumer signature: (only when this form is submitted on paper)

g. Date:

Delete as appropriate or complete as appropriate.