Sales Policy on www.silent-scream.eu

Welcome to Silent Scream Guitars (hereinafter referred to as “we,” “our company”), an online store offering guitar sales. This Sales Policy defines the terms and conditions for purchasing guitars on our website www.silent-scream.eu and complies with European Union laws, including consumer protection regulations.

1. General Provisions

1.1. The Silent Scream Guitars online store (www.silent-scream.eu) sells guitars and musical accessories within the European Union.
1.2. Sales are conducted under the terms set out in this Sales Policy, as well as other documents regulating our operations, such as the Online Store Terms and Conditions, Privacy Policy, and Cookies Policy.
1.3. Purchases from the online store may only be made by adults with full legal capacity.

2. Sales Offer

2.1. Our sales offer includes guitars, guitar accessories, and other related products available in the online store at www.silent-scream.eu.
2.2. Product descriptions, prices, availability, and terms of sale are provided on the store's website at the time of placing an order.
2.3. The Silent Scream Guitars online store operates under a VAT exemption based on Article 43(1) of the Polish VAT Act. All product prices listed on the website are net/gross prices, meaning they do not include VAT. This VAT exemption does not affect the quality or scope of our products and services. Customers outside the EU may be required to pay additional import fees, such as customs duties or VAT applicable in the destination country. These costs are the responsibility of the buyer.

3. Placing an Order

3.1. Orders can be placed 24/7 via the WooCommerce platform available on the website or by email.
3.2. To place an order, the customer must add the selected product to the cart and proceed to checkout, where shipping and payment details are provided.
3.3. Upon completing the purchase, the customer will receive an automatic order confirmation email.

4. Contract Formation

4.1. The sales contract is concluded when the customer receives an email confirmation of the order and invoice.
4.2. For products unavailable in stock, we will contact the customer to provide the expected delivery time or the option to cancel the order.

5. Payments

5.1. Payments for orders can be made via:

  • Bank transfer
  • Credit and debit cards (Visa, MasterCard, etc.)
  • Online payment systems (PayPal, PayU, etc.)
    5.2. Payment must be made before the ordered products are shipped, unless otherwise agreed.

6. Delivery

6.1. Products are shipped to the address provided by the customer in the order form.
6.2. Delivery costs depend on the destination and weight of the ordered products. Delivery costs will be provided before the order is finalized.
6.3. Delivery time depends on the chosen shipping method and delivery address. Standard delivery times are typically 3–10 business days within the EU. Delivery times outside the EU may vary, but we always strive to minimize delays.
6.4. Delivery may be delayed due to circumstances beyond our control. In such cases, the customer will be promptly informed of the new delivery date.

7. Right of Withdrawal (Returns)

7.1. Under European Union law, the customer has the right to withdraw from the contract within 14 calendar days from the date of receiving the ordered goods without providing a reason.
7.2. To exercise the right of withdrawal, the customer must inform us of their decision by sending a written statement to guitar@silent-scream.eu or by post to the company’s address.
7.2.1. The above regulation (7.2) applies only to guitars available on the website and does not apply to custom-made products.
7.3. Return shipping is at the customer’s expense, and the product must be returned in its original condition, packaging, and with all accessories.
7.4. After receiving and inspecting the returned product, we will refund the paid amount (including standard shipping costs) within 14 business days. Costs for expedited or special shipping are non-refundable.

8. Complaints

8.1. If a product is defective, the customer has the right to file a complaint based on warranty laws. Complaints should be sent to guitar@silent-scream.eu.
8.2. Depending on the nature of the defect, the product may be repaired, replaced, or refunded.

9. Warranty

9.1. Products sold in the store come with a 24-month manufacturer’s warranty starting from the date of delivery to the customer.
9.2. This warranty does not cover issues caused by normal wear and tear of parts, including frets, tremolo bridge knives, springs, or strings, nor does it cover damages resulting from improper handling, neglect, or unauthorized modifications.

10. Personal Data Protection

10.1. Customer personal data is processed in accordance with our Privacy Policy, available on the website.
10.2. Personal data is collected and processed to fulfill orders, ship products, and communicate with the customer. This data is protected in accordance with GDPR regulations.

11. Final Provisions

11.1. All products sold on www.silent-scream.eu are protected by intellectual property rights and may only be used as permitted by law.
11.2. Any disputes arising from contracts concluded on www.silent-scream.eu will be resolved by the competent common court in accordance with EU regulations.

Last updated: 02-12-2024

This sales policy complies with European Union legal requirements, including Directive 2011/83/EU on consumer rights and GDPR (General Data Protection Regulation).