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Terms & Conditions
SILILUN will try everything within its capacities to deliver the order within the expected delivery terms at the delivery address. The buyer bears the responsibility for the correct input of the delivery address; in case anything goes wrong with the shipment of an order, due to an error in the delivery address (that can be attributed to the buyer), SILILUN cannot be held responsible for the (partial) loss of the shipment. In case SILILUN needs additional information regarding a delivery address, the buyer may be approached by SILILUN in order to provide additional information. A delay in the delivery may occur in case additional information regarding the delivery address is needed.
All mentioned delivery tems (shipping days, delivery time in working days, shipment date etc) on the website should be understood as estimated delivery terms and cannot be understood as final delivery terms or guaranteed delivery terms.
In case a product has been delivered at the buyer in damaged or incomplete state, the buyer must inform the SILILUN customer care team as soon as possible (within 24 hours after receiving the order) by email (or through the contact page of the SILILUN website). Subsequently, SILILUN will properly deal with the matter at hand; the customer must always inform SILILUN in the aforementioned situation(s) and wait for the instructions of the SILILUN customer care team. A customer who returns a product in this situation at his own costs, without contacting and awaiting the instructions of the customer care team, cannot claim the costs he/she made at SILILUN (nor hold SILILUN responsible for the return shipment that took place without prior consent of SILILUN).
In case the order that has been shipped or is being shipped by SILILUN to the buyer, is missing, went missing, or in case the buyer claims that he/she did not receive the order (despite information such as the track & trace data / carrier information, indicating otherwise), the complaint procedure of the carrier will be started and the outcome of this procedure will be awaited, before any refund or re-shipment shall take place. The buyer must fully cooperate with the complaint procedure of the carrier. In case of a shipment that went missing as the result of an error by the carrier (and after the complaint procedure of the carrier has been completed), SILILUN will either refund the customer or SILILUN will try to re-ship the ordered product.
In case a shipment 14 days after the shipment date still has not been delivered at the delivery address of the buyer (or the pick up point), the buyer has the obligation to inform the SILILUN customer care team by email within 14 days (so: ultimately 28 days after the shipment date).