General Terms of Use
General, privacy and purchase conditions
General provisions
The owner of the SILUS online store is SILUS Community OÜ (registration code 16741632), located at Kangru 4-30, 10312, Tallinn (email: shop@silus.community.).
The following general and purchase conditions apply to legal relationships between all persons (hereinafter referred to as the ‘Client’) and SILUS, which are contractual when purchasing goods from the SILUS online store, blog or events page or visiting the page (collection of personal data).
SILUS has the right to unilaterally change and supplement the general and purchase conditions by publishing the new conditions on the website here.
In the event that the Customer has placed an order before the new general and purchasing terms and conditions come into force, the general and purchasing terms and conditions valid at the time of making the purchase apply to the Customer
When purchasing products from the website, the terms of this agreement and the rights and obligations arising from the legislation of the Republic of Estonia apply.
- Placing an order
It is possible to place orders as a guest on the SILUS website without a registered account.
The customer chooses a suitable item from the SILUS online store (shop, blog, events) and adds them to his shopping cart.
The customer chooses the service provider of the parcel machine that suits him and the location where the goods ordered by him will be delivered once the goods are ready for delivery.
The customer enters the contact information necessary to post the order (email, phone number, address).
The customer confirms that he has familiarized himself with SILUS’ general and purchase conditions, privacy policy and payment and delivery conditions.
The customer chooses the appropriate payment method from the available options offered by Maksekeskus AS on the SILUS page.
The customer confirms the order in the shopping cart and pays for the order.
Before making the payment, the customer checks the correctness of the invoice and the order on his screen.
Upon receipt of the order and payment, SILUS will send a confirmation email to the Customer along with the order information and invoice.
The sales contract between SILUS and the Customer enters into force from the moment when the purchase amount paid by the customer is received in its entirety into the current account of SILUS.
The delivery fee depends on the location of the buyer and the delivery method chosen by the buyer.The delivery charge will be displayed to the buyer when the order is placed (unless the customer wishes to have the parcel delivered from abroad, in which case this will need to be agreed separately with the sender).
Information about the goods is provided on the Online Shop directly next to the goods.
In the event that SILUS is unable to dispatch the Goods due to unforeseen circumstances, SILUS shall inform the Customer of such circumstances without delay and shall refund the Customer the amount of the purchase as soon as possible, but not later than within 14 days.
3. Products on the SILUS platformAs SILUS is a marketplace for products, events and blog posts made by Estonian creators, SILUS is not responsible for the images, content, product description, appearance and functionality of the products or events sold by the creators.
Creators are responsible for the inclusion of images and descriptions of products and events on the SILUS website and confirm that the actual terms, conditions, appearance, content and product description of the products and events are in accordance with what they have posted on the SILUS website about the product.
As most of the products or art pieces on the SILUS platform are handmade, all products are original and unique.
The finished product that the customer receives may differ from an example of a product that the creator has previously made.
Examples of previously created products are for illustrative purposes only and do not obligate SILUS or the creator to replace the product unless the product has a defect or flaw that prevents its usage.
The creator is entitled to offer such original craftsmanship as he or she desires, provided that the description of the product clearly states all the existing characteristics of the product and the variations in appearance.
In the case where the creator offers the customer the possibility of ordering custom-made original products or services made per order, which can be customized and styled according to the customer’s wishes, the creator has also included this information in the description of the product/service.
The product description on the SILUS website also describes how the customer communicates his custom-order wishes to the creator and how long it takes the creator to complete the custom-made products.
SILUS is not responsible for the appearance and functionality of the custom-made products, as in the case of a custom-made product, the creator is responsible for communicating with the customer and making sure that both parties understand each other.
In the event of a claim, the customer has 14 days from receipt of the product to notify SILUS.
If SILUS has not received a complaint or a request for return of the product from the customer within 14 days, the product shall be deemed to be satisfactory and no further complaints or return of the product shall be possible.
In the event of a defect or shortcoming in the product, the customer has 60 days to notify SILUS of the defect.
The creator of the product will then contact the customer and a return of the defective product will be agreed. The Creator will inform the customer whether the customer will receive a new, equivalent and defect-free product, or whether the entire purchase price of the product will be refunded to the customer.
For further information on returns and refunds, see point 13 below.
- Price of goods and payment
All products displayed in the SILUS online store (store, blog, events) are shown in Euros and include VAT.
In the case of discount prices for campaigns, both the new price and the old price are shown on the product page.
The customer pays the entire purchase amount in advance for the order, which includes both the price of the goods and the delivery fee for the parcel machine service.
The order is paid for outside the SILUS online store in a secure payment environment.
You can pay for your order securely via the following payment methods:
Estonian bank payments.
Estonian pay later solutions: Indivy, Indivy 3, Liisi ID.
Visa/Mastercard card payments
Finnish banking solutions.
Swedbank, SEB, Citadele, Citadele and Luminor.
Swedbank, SEB, Citadele, Šiauliu and Luminor.
Lithuania pay later solutions.
NB: When paying by bank transfer, be sure to click on the “Back to merchant” button on the bank page.
Click “Send to payee” to confirm the payment.
Payments are made outside the Online Shop in a secure environment – in the case of payment by bank link in the secure environment of the respective bank and in the case of payment by credit card in the secure environment of Maksekeskus AS.
SILUS does not have access to the customer’s bank and credit card details.
The contract shall enter into force from the date of receipt of the amount due in the current account of the Online Shop.SILUS is the controller of the personal data and transfers the personal data necessary for the execution of payments to the authorized processor Maksekeskus AS.
In the event that the ordered goods cannot be delivered due to the expiry of the goods or for any other reason, the buyer shall be informed thereof as soon as possible and the money paid (including the costs of delivery of the goods) shall be refunded without delay, but not later than 14 days from the date of sending the notification.
- Delivery of goods
The goods are delivered to the parcel machine selected by the Customer during the purchase process.
The delivery fee is added to the price of the item.
SILUS only supports sending the packages within Estonia right now.
The customer can choose the most suitable parcel machine from the available delivery options, like DPD, Omniva or Itella SmartPost, or pick up the product themselves, if the product’s creator supports this option.It is free of charge for the customer to come and collect the goods themselves.
SILUS informs the Customer by automated email when the order has been placed by the creator and also shares the tracking code where possible.
If the customer wishes SILUS to send the parcel outside the Republic of Estonia, e.g. to other Baltic States, Scandinavia or other European countries, the customer should personally agree on the shipment being abroad with the product creator.In this case, the parties should come to an agreement and choose a suitable parcel delivery company, and the customer can pay the parcel delivery fee directly to the creator’s bank account.
SILUS informs the Customer by automated email when the order is available.
The customer is informed about the arrival of the ordered goods at the parcel machine via SMS/e-mail.
The message contains the door code needed to open the door. The storage time of the shipment in the parcel machine is 7 (seven) calendar days.
If the shipment is not removed from the machine within the storage period, the shipment is returned to the originator.
If the client fails to pick up their parcel within 7 days from the date of arrival and the parcel is returned to the creator, it’s the client’s responsibility to reach out to the creator via email and come to an agreement on resending the package.
This might incur additional costs for the client that the creator or SILUS don’t have to carry.Shipments within Estonia generally arrive at the destination specified by the buyer within 1-5 working days. The delivery time is specified on each product page.
In the event that a product has a longer delivery time than usual for some manufacturers (for example, if the manufacturer lives abroad or the package is shipped abroad), this is clearly and visibly indicated on the product page on the SILUS website.
The maximum delivery time in the SILUS online store is 30-40 days.In case, upon receiving the goods, it turns out that the delivered goods are either incorrect, defective or have been damaged during transport, the customer undertakes to inform SILUS at the email address shop@silus.community as soon as possible.
The creator who sold the goods on the SILUS page is responsible for the goods purchased by the customer during the entire transportation.
The risk of damage to the goods passes to the Customer at the moment of receiving the goods from the parcel machine.
- Collection and processing of personal data
The online shop uses the personal data provided by the buyer only to process the order and send the goods to the buyer.
The online shop forwards personal data to companies providing transport services in order to deliver the goods ordered by the customer.
The online shop sends newsletters and offers to the buyer’s e-mail address only if the buyer has expressed his/her wish to receive them by entering his/her e-mail address on the website (subscribing to the newsletter) and has indicated his/her wish to receive direct mail notifications.
The purchaser may opt out of receiving offers and newsletters by e-mail at any time by notifying us by e-mail or by following the instructions in the e-mail containing the offers.
SILUS collects and processes the following personal data of the Customer:
The Customer’s first and last name; e-mail address; telephone number; address; information in the additional comments field; communications between the Customer and SILUS; the Customer’s IP address.
- Use of cookies in the online store
SILUS uses cookies to optimize website traffic and to analyze customers’ use of the website.
If the Customer has not configured his web browser to refuse all or certain types of cookies, cookies will be issued as soon as the Customer visits the online store.
SILUS uses the following types of cookies:Google Analytics cookies are used to improve the website by analyzing Customer behavior. These cookies provide SILUS with information about the number of customers on the website, the pages they visit and the total time spent on the website.
All information collected with the help of cookies is combined with similar information received from other Customers and is therefore anonymous.
We do not identify individual users.Session cookies are used to maintain website functionality.
This allows SILUS to connect the Client’s activities with the web browser session, which starts and ends when the Client opens and closes his web browser window, respectively.The session cookie consists of temporary information and is deleted when the Client leaves his web browser
The customer always has the option to check cookies through the settings of his web browser.
If the Customer prefers not to receive cookies, the Customer can set the web browser in such a way that it refuses all cookies or sends a warning when a cookie is issued.
If the customer has not refused cookies when visiting the SILUS website, the customer has agreed to the company’s use of information derived from cookies on the SILUS website.
- Purpose of personal data processing
The personal data collected about the client is processed only for the purpose of providing the Service, enabling the provision of the Service, and enabling the use of the online store, among others, for the following purposes:
to fulfill the order placed in the online store;
managing customer relations of the online store and communicating with the customer;
preparation and research of sales and customer base analytics;
development of ease of use and services of the online store;
development of the ease of use of the online store due to the data stored by cookies.
- Method of personal data processing
The customer’s personal data is processed only to the extent that it has become known to SILUS through the purchase process of the online store, through the preparation and fulfillment of the submitted order.
Collected personal data is stored and kept only for the purposes specified in point 8 of these general and purchasing conditions.
- Storage and protection of personal data
All personal data collected about the Customer is stored on servers located in the countries of the European Union or the European Economic Area.
Personal data related to the client, which SILUS uses to fulfill the Agreement and to ensure the fulfillment of the Agreement, will be stored for up to 3 years from the time the relevant personal data comes to SILUS’ disposal. Basic accounting documents are stored for 7 years in accordance with the Accounting Act.
Only SILUS employees and members of the management bodies have access to the customer’s personal data, who have the right to use personal data only in connection with the provision of the Service and the management of the Online Store.
Due to the local legislation of the State of Estonia, SILUS may have additional obligations to store certain personal data.
- Sharing of Personal Data
SILUS does not disclose the Customer’s personal data to third parties, except in the following cases:
For the purpose of providing the service (delivery of the order placed in the online store), the parcel card of the postal company, on which only the essential personal data is indicated, is forwarded to the contractual cooperation partner of SILUS;
In order to deliver the order, the Customer’s personal data is transferred to the self-service environment of the selected postal service in order to create a parcel card with which the products are delivered to the Customer;
In order to make payments, the necessary personal data is transferred to one authorized payment processor, according to the Customer’s choice in the payment stage of the purchase process: Maksekeskus AS to ensure the fulfillment of the contract;
In the event of the sale of the company, either in part or in its entirety, or in the case of reorganization of the company, SILUS will take all necessary measures to ensure the continued protection of the Customer’s personal data;
With the aim of improving and developing the provided Service with the help of contractual partners. Third parties are considered authorized processors of personal data in case of processing of personal data for the aforementioned purpose.
- Customer’s rights in relation to personal data
The customer has the right to access the personal data collected and processed about him and he has the right to request the correction of inaccurate personal data.
If the processing of personal data is prohibited according to the applicable law, the Customer has the right to demand the termination of the processing of personal data and the closure or deletion of the processed personal data.
If the Client’s rights are violated during the processing of personal data, he has the right to appeal to the Data Protection Inspectorate or the court, unless the law provides for a different dispute procedure.
If the Client’s rights have been violated during the processing of personal data, the Client has the right to demand compensation for the damage caused to him.
In case of any questions that the Customer may have regarding the processing of his personal data and these Privacy Terms, please contact us by e-mail at shop@silus.community.
- Return of goods and refunds
After receiving the order, the Customer has the right to withdraw from the contract concluded in the webshop within 14 days
The right of withdrawal does not apply if the Client is a legal entity (company) or the product was a custom made-order.In order to use the 14-day right of return, the ordered goods must not be used in any other way than is necessary to make sure of the nature, characteristics and functioning of the goods in a way that is allowed for testing the goods in a physical store.
If the goods have been used for purposes other than what is necessary to verify the nature, characteristics and functioning of the goods, or if they show noticeable signs of wear and tear, SILUS has the right to reduce the returnable fee according to the decrease in the value of the goods.
If the goods have been used for other purposes aside from what’s been described on SILUS and it’s caused the product to break or its value to decrease to zero, SILUS reserves the right to not pay the customer back due to mishandling of the goods.In order to return the goods, a statement of withdrawal from the purchase of the goods must be submitted to the e-mail address shop@silus.community within 14 days of receiving the goods at the latest.
Please indicate the order number and the date of receipt of the order in the withdrawal statement.
After submitting the application for withdrawal, SILUS will provide instructions on how to return the product to the creator who sent the product.
The costs of returning the goods are borne by the Customer, unless the reason for the return lies in the fact that the goods to be returned do not correspond to the ordered ones (e.g. incorrect or defective goods).
The customer must return the goods within 14 days after submitting the application or provide proof that he has handed over the goods to the parcel machine company during the aforementioned period.
If the goods have not been returned within 14 days, or if the customer has not provided any proof that the product has been returned to SILUS by the parcel service within 14 days of receipt of the parcel, SILUS shall not be obliged to refund the customer the amount of the purchase price of the product until we have received suitable proof or the product has been returned.If the client has expressly chosen a delivery method other than the cheapest delivery method offered by the SILUS online shop, then SILUS is not obliged to reimburse the consumer for the cost that exceeds the cost associated with the delivery method offered.
Upon receipt of the returned goods, SILUS will return to the Customer immediately, but no later than 14 days after receiving the withdrawal, all fees received from the Customer under the contract.
SILUS may refuse to make any refund until the Product Creator has received the return of the Product which is the subject matter of the contract or until the client has provided proof that it has returned the Product, whichever occurs first.
SILUS has the right to withdraw from the sales transaction and demand the return of the goods from the Customer if the price of the goods in the online store is marked significantly below the market price of the goods due to an error.
- Submission of Claims
SILUS is responsible for the non-compliance of the goods sold to the Customer with the contract conditions or a deficiency that was already present at the time of handing over the item.
Within the first two months from the delivery of the item to the Customer, it is assumed that the defect was already present at the time of delivery of the item.
It is the responsibility of SILUS to refute the corresponding assumption.The customer has the right to contact SILUS within two months at the latest if a defect appears, by sending an e-mail to shop@silus.community.
SILUS is not responsible for defects that have occurred after the goods have been handed over to the buyer.
SILUS shall not be liable, however, for any defects that arise after the goods have been delivered to the purchaser, for example, if the customer incorrectly maintains or carelessly handles the goods.
As the finished product that the customer receives may differ from what an example of a product previously created by the creator looks like, examples of previously created products on the SILUS website are illustrative only and do not obligate SILUS or the creator to replace the product unless the product has a defect or shortcoming that prevents its use.Similarly, SILUS shall not be able to replace items that have been commissioned as custom-made items.
If the goods purchased from SILUS have defects for which the company is responsible, the creator/seller of the product will repair or replace the defective goods.
If it is not possible to repair or replace the goods, SILUS will return to the Customer all fees included in the sales contract.
SILUS responds to the consumer’s complaint in writing or in a form that enables written reproduction within 15 days.
- Dispute Resolution
If the Customer has any complaints about SILUS, they must be sent to shop@silus.community.
If the Client and SILUS cannot resolve the dispute through an agreement, the Client can turn to the Consumer Disputes Committee.
You can familiarize yourself with the procedural conditions and submit an application on the website of the Consumer Disputes Commission, here.
The competence of the Consumer Disputes Committee is to resolve disputes arising from the contract concluded between the Customer and the Online Store.
Review of the customer’s complaint by the commission is free of charge.The buyer can also turn to the platform for resolving consumer disputes of the European Union.