Terms of Service

General Terms and Conditions

Article 1 - Definitions

In these terms and conditions, the following definitions apply:

  • Cancellation Period: the period within which the consumer can exercise their right to cancel;
  • Consumer: a natural person not acting in the course of a profession or business who enters into a distance contract with the entrepreneur;
  • Right to Cancel: the consumer's right to cancel the distance contract within the cancellation period;
  • Entrepreneur: the natural or legal person offering products or services remotely to consumers;
  • Distance Contract: a contract concluded between the entrepreneur and the consumer using means of distance communication.

Article 2 - Identity of the Entrepreneur

  • Trading name: Sylvenna
  • Legal entity: Sapphire Athletics B.V.
  • Chamber of Commerce (KvK) Number: 96162996
  • VAT Number: NL867494311B01
  • Customer Service Email: info@sylvenna.com
  • Business Address: Papaverweg 34, Unit B100, 1032 KJ Amsterdam, Netherlands

Article 3 - Applicability

These general terms and conditions apply to every offer by the entrepreneur and every concluded distance contract. Before the agreement is finalised, the terms are made available electronically or otherwise.

Article 4 - The Offer

  • Offers are non-binding. The entrepreneur reserves the right to modify offers.
  • The offer clearly specifies total costs, including shipping fees, customs duties, and any additional charges collected by the postal or courier service.

Article 5 - The Agreement

The agreement is established once the consumer accepts the offer and complies with the specified terms. The entrepreneur will confirm acceptance promptly by email.

Article 6 - Right to Cancel

  • Consumers in the UK have the right to cancel the contract within 14 days of receiving the product, without giving a reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • Return shipping costs are borne by the consumer when exercising the right to cancel.
  • Certain items are excluded from cancellation and return for hygiene reasons (see our Returns & Refunds policy).

Article 7 - Costs in Case of Cancellation

The entrepreneur will reimburse payments within 14 days of the cancellation, provided the product is returned in its original condition.

Article 8 - Customs, Import Duties, and VAT

8.1 All goods sold through this website are shipped under the delivery term Delivered Duty Unpaid (DDU). This means the customer is solely and fully responsible for all costs and obligations arising from the importation of the goods into the destination country.

8.2 Such obligations include, but are not limited to: (a) payment of import duties, VAT or GST, and other taxes or levies applicable at the point of entry; (b) customs clearance costs, including brokerage, inspection, or handling fees; and (c) compliance with local laws, product regulations, restrictions, and required certifications in the country of delivery.

8.3 The entrepreneur does not act as the importer of record for any order. The customer is the importer of record for all shipments to their destination country. The entrepreneur is not liable for any delays, seizures, refusals, or fines arising from the customer's failure to comply with applicable import laws or settle required fees.

8.4 The customer is solely responsible for verifying whether the ordered goods are permitted for import, restricted, or require special permits or licences.

8.5 The customer agrees to indemnify and hold the entrepreneur harmless from any financial consequences, claims, penalties, or charges imposed by customs authorities or third parties as a result of the customer's non-compliance with applicable import regulations.

Article 9 - Conformity and Warranty

  • The entrepreneur ensures that the products meet the agreement and legal requirements.
  • Complaints about defects must be reported in writing within 14 days.
  • Products must be returned in their original packaging and condition.

Article 10 - Delivery

  • Orders are delivered within 30 days unless otherwise agreed.
  • In case of delays, the entrepreneur will inform the consumer within 14 days of the order date.
  • Any failure by the customer to comply with import obligations does not constitute grounds for cancellation or refund of the order.

Article 11 - Complaint Resolution

  • Complaints must be submitted in writing within 7 days of discovering the issue.
  • The entrepreneur will respond within 14 days. If a longer resolution time is required, the entrepreneur will provide an estimated timeline.

Article 12 - Governing Law and Disputes

These terms and conditions are governed by the laws of England and Wales. Disputes will preferably be resolved amicably. If necessary, disputes will be submitted to the competent courts of England and Wales. This does not affect your mandatory statutory rights as a consumer.