SHIPPING
Orders placed on shop.silentsystem.com are shipped by express courier (DHL) with a tracked service.
Shipping rates
Rates depend on the total weight of your order (a full headphone case weighs about 20 kg) and are calculated automatically at checkout. VAT included where applicable.
| Order weight | Spain | European Union | Rest of Europe (UK, Switzerland, Norway…) | Rest of the world |
|---|---|---|---|---|
| up to 3 kg | €10 | €20 | €30 | €40 |
| 3 – 20 kg | €20 | €40 | €60 | €80 |
| 20 – 40 kg | €40 | €80 | €120 | €160 |
| every extra 20 kg | + €20 | + €40 | + €60 | + €80 |
For orders over 500 kg, please contact us for a quote at hello@silentsystem.com.
Shipping times
For new products, orders are usually shipped within 72 hours of order confirmation.
For ex-demo or refurbished products, orders are usually shipped within 7 working days of purchase.
These times refer to preparing the goods and handing them to the courier. Delays may occur because of public holidays, remote locations, force majeure or other circumstances beyond our control.
Outside the European Union, any customs duties, taxes and formalities are the responsibility of the customer.
When the order is handed to the courier, you will receive, where available, an email with the tracking number so you can follow your shipment.
On delivery
On delivery, we recommend checking that the number of parcels is correct and that the packaging shows no damage, opening or obvious signs of tampering.
If there are visible problems, report them to the courier immediately and, where possible, accept the delivery with a specific reservation describing the damage.
If a product is damaged in transit, contact us promptly at hello@silentsystem.com, quoting your order number and attaching, where possible, photos of the packaging and the product.
This procedure helps us handle the claim with the courier and does not limit the rights granted to consumers by applicable law.
RETURNS AND RIGHT OF WITHDRAWAL
If you bought as a consumer, you can withdraw from the purchase within 14 days of delivery, without giving any reason.
If a single order contains several products delivered separately, the period starts from delivery of the last product.
You can request a return through the online returns feature in your customer account or by contacting us at hello@silentsystem.com.
After notifying us of your withdrawal, you must return the product within the following 14 days.
Condition of returned products
The product may be opened, examined and tried out as far as necessary to check its nature, characteristics and operation.
The customer is responsible for any reduction in value resulting from handling or use beyond what is necessary for this check.
The product must be returned complete with all the accessories, components, manuals and items originally supplied.
Where available, we recommend using the original packaging. If it is not available, use packaging suitable for protecting the product properly in transit.
Return shipping
For returns because you changed your mind, return shipping costs are paid by the customer.
Returns must be sent with a tracked service that confirms shipment and delivery of the parcel. You can use any courier, as long as the service includes a tracking number. Keep the shipping receipt and tracking number until the refund is complete.
If a product is faulty, not as described, or we made an error in the supply, the return is handled under the warranty terms and applicable law.
Refund
If the right of withdrawal is validly exercised, we refund the payments due under applicable law, including the cost of the initial standard delivery.
We do not refund any extra costs resulting from your choice of a delivery method more expensive than the standard one offered.
The refund is made using the same payment method as the original transaction, unless agreed otherwise.
The refund may be withheld until we receive the returned products or until you have shown that you have sent them back, whichever is earlier.
RETURNS ADDRESS
Returns from all countries must be sent to our warehouse in Spain:
Silentsystem España S.L.
Carrer del Doctor Gil i Morte 24
46007 València (Valencia)
Spain
Before shipping, please write to hello@silentsystem.com with your order number, so we can recognise your parcel and process the return quickly. Parcels sent without notice or without a tracking number may be delayed.
For more information on withdrawal, refunds, faulty products and the terms that apply to purchases, see our Refund Policy and Terms of Service.