1. General information
These are the terms and conditions (the “General Terms and Conditions”) of sale of Tenson B.V. reg. no 02315221, Vredenburgweg 7, 9601KL Hoogezand, the Netherlands ("Tenson"). These General Terms and Conditions apply to all orders placed by you with Tenson via the webstore at www.tenson.com, www.tenson.com/se and www.tenson.com/nl (the “Website”) or otherwise outside a physical retail space. The terms “we”, “us” and “our” used below refer to Tenson.
You must have reached the age of 18 to register an user account with us or purchase products via the Website. If you are under 18 years, you need approval from your legal guardian.
Tenson is entitled to unilaterally make additions or changes to these General Terms and Conditions and any such modifications will become effective – at the earliest – 30 days after the date that the amended General Terms and Conditions were made available on the Website. By purchasing products from our assortment of products, registering a user account with us, subscribing to our newsletter and/or using any of our services on the Website, you accept and agree to these – at any time applicable – General Terms and Conditions.
To enable the smooth and timely execution of the order, it is important that you correctly and completely provide your name, your e-mail address and the delivery address as per the instructions. You are responsible for the accuracy of the details provided by you.
2. Price and Payment
The price quoted at the Website when you place an order is the total price including all taxes and, if applicable, delivery charges. We reserve the right to adjust our prices and charges. Our prices and charges may also be changed due to circumstances beyond our control, such as substantially changed raw material prices, currency fluctuations or amended VAT.
We make reservations to any printing or typographical errors and to product changes on the Website. We also make reservations to any errors in the stock balance or statement of prices (such as unusually low prices) and to clearance sale. Please contact Tenson when you doubt the validity of an offer.
You can pay for your order in the ways indicated at the Website. It is not possible to use Tenson gift cards when purchasing products via the Website.
3. Distribution and delivery
Tenson always offer free shipping for all deliveries within Europe. We only deliver to the European countries that are eligible in the ordering process.
All orders are shipped from our warehouse in the Netherlands to the delivery address provided by you and via the means of delivery chosen by you.
The usual delivery time for items that we have in stock may vary due to which country the order shall be shipped to. Below you can find the indicated delivery times per country, but longer delivery times may occur.
Netherlands, Belgium – 1-2 working days
Sweden South – 2-3 working days
Sweden North – 3-4 working days
Other countries in Europe – 3-4 workings days
Our packages are shipped with DHL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier will leave a calling card telling you how to collect your package. Alternatively DHL will try one more time to deliver the package.
If you do not collect your package within 14 days it will be sent back to us. For packages that are not collected by this time we will charge you for the actual costs corresponding to the return freight charge, freight charge and the charge for the handling of unclaimed parcels.
We stand the risk of transport, namely the risk that the products is lost or damaged during the transport from us to you. If you have not received your order within 30 days from the date when you placed your order, you have the right to cancel your order if you do not accept a new delivery date. In such case, we will refund the amount paid by you as soon as possible but no later than 30 days from the date you have cancelled your order and informed us about the cancellation.
If the delivery address is located outside the European Union, it is possible that the country in question charges additional levies, such as import tax. Tenson has no influence or control over such levies and can therefore not provide you with further information. You must check yourself if the ordered articles can be exported and imported to the country in question and what the costs are, before placing such an order.
We strive to always display products on the Website as fully and accurately as possible. The nature of the offered products may result in differences (such as colour differences) between the display of products on the website and the product delivered to you.
It is also our aim that all products in the Tenson collection meet your expected quality standards. However, we expressly point out that these products are designed from an aesthetic point of view, and not with a view of optimum lifespan, practical usefulness or ease of use.
The products are naturally subject to wear. The lifespan of a product is partly dependent on the material of the product, the intensity of use and the level of care. The products of Tenson are made from the materials listed at the Website. For optimum lifespan and quality, it is important, where necessary, to follow the washing instructions.
5. Right of withdrawal
If you would like to withdraw your order, you have the right to return or cancel your order within 30 days from the date of your receipt of the order. When you return the products all hangtags need to be attached and the garment needs to be in full saleable condition. You may of course open the package and try on the product. The right of withdrawal is meant to allow you to determine if the product is suitable and if you want the product. It is permissible to use the product as far as necessary to verify whether or not you actually want the product, just like you would do in a retail space. The right to return or to cancel the order applies for all of our products. However, for swimwear and underwear the garment needs to be returned in unbroken sealed packaging.
If you wish to cancel or return your order, please provide us with notice within 30 days from the date of your receipt of the order, by calling +46 (0)31 68 83 00 (Monday to Friday 08:30 am to 05:00 pm) or writing to us at firstname.lastname@example.org or Tenson B.V., Vredenburgweg 7, 9601 KL Hoogezand, the Netherlands. Online orders cannot be returned in stores. You shall thereafter, and no later than within 30 days from your receipt of the order, return the item in accordance with what is set forth below.
- Pack the items you want to return. If possible, we kindly ask you to return the product in its original package.
- Fill in the return form and add it to the package. We cannot accept returns without this form.
- Send the package back to our distribution address at Tenson Retouren Webshop, Vredenburgweg 7, 9601 KL Hoogezand, the Netherlands.
You may also exercise your right of withdrawal by using the National Board for Consumer Policies’ (Sw: Konsumentverket) standard form, which can be found on its website (www.konsumentverket.se).
We will refund the amount paid by you for the product immediately and in any case no later than 14 days after receipt of the notice that you wish to return the product, but not before Tenson has received the returned product in question or you are able to prove that the product has indeed been returned. The costs of return (such as return freight or delivery charges) are on your own expense, but if you wish to use our shipping agreement for returns, we will deduct EUR 5.00 in return shipping fee upon repayment. Contact us at email@example.com for a prepaid return label.
Please note that f your handling of the item that you are returning has resulted in a decreased value of the item due to wear or handling to an extent beyond what is reasonable in order for you to try out/test the item, Tenson will make a deduction of the refund corresponding to the amount of the loss of value of the item.
Please note that you stand the risk of transport of the product back to Tenson (namely the risk that the product is lost or damaged during the transport). If the product is lost or damaged during the transport to Tenson, you are liable for payment
You have the right to make a complaint of a product within three years provided that the product was defective at the time of delivery. If you observe that the products sent to you are damaged when you collect them, please report the damage immediately when collecting the products. You shall not accept damaged products. Regardless of whether the products delivered are damaged or not, you shall also report damageon the packaging.
If you observe a deficiency of the product/products ordered by you, it is important that you – as soon as possible – contact and inform us of in which way you consider the product being faulty. Please contact us on +46 (0)31 68 83 00 (Monday to Friday 08:30 am to 05:00 pm) or writing to us at firstname.lastname@example.org Tenson B.V., Vredenburgweg 7, 9601 KL Hoogezand, the Netherlands.Please note that you must notify us of your claim within reasonable time after discovering the deficiency. We will not process your return before you inform us about the deficiency of the product. If you raise your claim within two months of discovering the deficiency, you have raised your claim within reasonable time. If your complaint is approved, we will send you a return way bill (prepaid return freight) and provide you with information on how you should execute the complaint and return of the product.
When we have received information as well as the returned product from you, we will make an assessment of whether the product is defective. If the product is defective or wrongly delivered we will replace the product as soon as possible, but no later than within 30 days from the day we received the product from you. If you have used the product we would appreciate if you could wash the product before making the return. We will refund any eventual costs you may have had in connection with the return of the product, therefore, it is important that you contact us before you return the product, in order for us to be able to provide you with information on how you should return the product.
Please note that you stand the risk of transport of the product to Tenson (namely the risk that the product is lost or damaged during the transport).
7. Force Majeure
We are relieved from liability for a failure to perform any of the obligations under these General Terms and Conditions if our failure to perform our obligations arises from any of the relieving circumstances stated below and the circumstance prevents, complicates or delays the fulfilment of our obligations.
Relieving circumstances are, among others, acts or failure to acts from authorities, new or modified legislation, labour disputes, blockades, fire, flood, sabotage or accident of large scale. Force majeure includes decisions by authorities that affect the market and products negatively, for example decisions regarding warning texts, sales prohibition or an abnormal decline in the market.
8. Use of personal data
9. Disputes and applicable law
We strive to always make our customers satisfied with their purchase and with our service. If you are dissatisfied we kindly ask you to contact us so that we can do our best to settle the matter. In the event that we do not manage to settle the matter, we recommend you to contact the National Board for Consumer Complaints. We will comply with its recommendations. You can also use the online platform for complaints which is available on the EU Commission’s website: http://ec.europa.eu/odr.
These General Terms and Conditions are governed by Swedish law. This choice of law shall not affect any further protection that you have based on the mandatory provisions of the law that would apply without this provision.
10. Contact Tenson
You are always welcome to contact us by the following means:
Phone: +46 (0)31 68 83 00 (Monday to Friday 08h30 am to 05h00 pm)
Post: Tenson B.V., Vredenburgweg 7, 9601 KL Hoogezand, the Netherlands