1. GENERAL PROVISIONS

1.1. These Terms & Conditions (“T&C”) govern the use of the Desvall Online Store (“the Store”)  (hereinafter referred to as “the Seller,” “we,” or “us”), a company registered under the laws of Sweden with the following details:

• Phone: +46 70 667 62 11
• Email: [email protected]

1.2. These T&C apply to consumers (natural persons purchasing for purposes unrelated to their business or professional activity) who use the Store, place orders, and purchase products from us.

1.3. By placing an order in the Store, you (“the Customer”) confirm that you have read and accepted these T&C.

1.4. Definitions used herein:

• Order Form: The interactive form on our website that enables placing orders, specifying products, delivery method, and payment method.
• Customer: A natural person of full legal capacity who purchases products for personal (non-business) use.
• Product: Any item or service available for sale in the Store. All Desvall Products are custom-made, including artistic, handblown glass parts and specialized metal components.
• Sale Agreement: The legal agreement formed between the Customer and the Seller when an order is confirmed by the Seller.
• Store: The Desvall Online Store, accessible via our official website.
• WooPayments: Our payment operator for processing major debit and credit card payments and potentially other payment methods.
• Regulations/T&C: These Terms & Conditions governing the Store.

2. ELECTRONIC SERVICES IN THE STORE

2.1. To use the Store, the Customer must have:

• An internet-capable device (e.g., computer, smartphone).
• A modern web browser supporting JavaScript and cookies.
• A valid email address for account registration and communication.

2.2. The Customer agrees to use the Store lawfully and refrain from providing any unlawful content.

2.3. The Store is not responsible for technical issues on the Customer’s side, including outdated browsers, network connectivity problems, or software that may block site functionalities (e.g., certain ad blockers, VPNs, or proxies).

2.4. Any complaints regarding electronic services (e.g., site functionality) may be directed to: [email protected]. We will respond within 14 days.

3. ORDERING PROCESS

3.1. The Store sells predominantly custom-made luxury hookahs, with components (glass vases, metal parts, etc.) tailored to Customer preferences. Final product details, including glass design, may differ slightly from images on the website due to the artisanal, handblown nature of the glass.

3.2. To place an order, the Customer:

1. Selects a product(s) and adds it to the virtual cart.
2. Fills in the Order Form providing:
   • Contact details (name, email).
   • Delivery address and method.
   • Payment method.
3. Reviews and confirms the order by clicking “Order and Pay” (or equivalent button).
4. Receives an automatic confirmation of order receipt sent to the provided email address.

3.3. Design Confirmation: Because each piece is unique, specific design elements (e.g., glass shape, color patterns, engravings) will be discussed and confirmed via email or other agreed-upon communication methods before the order is fully accepted and production begins.

3.4. The Sale Agreement is concluded when the Store sends an order confirmation (i.e., acceptance) to the Customer via email, indicating all custom details are agreed upon.

3.5. During the order process, the Customer may be prompted for a phone number to facilitate delivery or resolve any order-related issues.

4. SALE AGREEMENT TERMS

4.1. All products displayed in the Store represent an invitation to treat, not a binding offer. The binding offer is made by the Customer when placing an order; the Seller’s confirmation email constitutes acceptance of that offer.

4.2. Custom Goods – No Ready Stock

• All Desvall hookahs are made to order. We do not generally maintain a stock of complete, finished sets.
• Because the glass components are handblown by artisans, the final appearance may vary from website images. Such variances are inherent to the craftsmanship process.
• Upon request, the Seller will provide updates on production progress, including timelines and any variations in materials or design.

4.3. Lead Time

• Typical production and assembly time is approximately 6 weeks, but may extend up to 10 weeks (or longer in exceptional cases) due to the complexity of custom glasswork, availability of materials, and any special Customer requests.
• If delays occur, the Seller will inform the Customer promptly.

4.4. Prices are listed in EUR (including VAT). Shipping costs and any applicable customs or import duties (for orders outside the EU) are not included unless stated otherwise.

4.5. Before finalizing an order, the Customer will see the total cost, including taxes, shipping, and any other fees.

4.6. If a particular design element is no longer feasible (due to material constraints or other factors), the Seller will notify the Customer, and both parties will agree on an alternative. If no agreement is reached, the Customer may cancel the order without penalty.

4.7. Payment Methods: The Store uses WooPayments for major debit and credit cards. Bank transfer or other methods (e.g., PayPal) may also be offered, subject to availability.

• The Customer must complete payment within 3 days unless otherwise specified.
• Production commences only after payment is confirmed.

4.8. Shipping & Delivery:

• The Seller ships products to the address provided by the Customer in the Order Form.
• Delivery times vary based on destination and are in addition to the production lead time.
• The Seller is not responsible for delivery failures due to force majeure, inaccurate address details, or the Customer’s unavailability.

4.9. The risk of damage or loss of goods passes to the Customer upon delivery.

4.10. Inspection: The Customer should inspect the goods upon receipt and report any visible damage or shortage immediately to the carrier and the Seller.

5. COMPLAINTS & WARRANTY

5.1. We comply with all applicable consumer protection laws under Swedish law and broader EU regulations. Should a Product be faulty or not conform to the contract, you have the right to file a complaint.

5.2. Filing a Complaint:

• Email [email protected] with details of the defect (photos, order number, etc.), or
• Mail your complaint to our business address (see Section 1.1).
• We recommend including your contact info, a description of the issue, and proof of purchase.

5.3. We will process complaints within 14 days of receipt. If a complaint is valid, the Customer may request:

• Repair or replacement of the product.
• Price reduction.
• Contract withdrawal (if the defect is significant).

5.4. The Seller’s warranty does not cover natural variations in handmade materials, normal wear and tear, or misuse/maintenance contrary to product instructions.

5.5. If repair or replacement is necessary, the Customer may be asked to return the defective product in its original or suitable packaging. The Seller will cover reasonable shipping costs if the complaint is upheld.

6. RIGHT OF WITHDRAWAL (EU CONSUMERS)

6.1. Exclusions for Custom Goods

• Under EU consumer law, certain products are exempt from the standard 14-day withdrawal period if they are custom-made or clearly personalized.
• Because Desvall hookahs are made to specific customer requirements—often with unique glass and metal components—they are typically exempt from this standard right of withdrawal once production has commenced.

6.2. If any Desvall product does not qualify as custom-made or personalized, the Customer may have up to 14 days from delivery to withdraw from the agreement. The Seller will clearly inform the Customer if a product is eligible for withdrawal prior to purchase.

6.3. To exercise an applicable right of withdrawal, the Customer must send a clear statement (e.g., email to [email protected]) indicating the decision to withdraw. The Seller will confirm receipt of such notice.

6.4. If withdrawal applies, we will refund all payments received, including standard delivery costs, within 14 days from the day we receive your withdrawal notice, using the same payment method you used unless otherwise agreed.

6.5. You are responsible for returning the product (if it is not a custom item already excluded from withdrawal) within 14 days of notifying us and bearing the direct cost of return shipping.

6.6. You are liable for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics, and functioning.

7. PERSONAL DATA

7.1. We respect your privacy and handle personal data in accordance with our Privacy Policy, which outlines how we collect, process, and protect your information.

8. FINAL PROVISIONS

8.1. The Store’s T&C are available at any time on our website in a downloadable, printable format.

8.2. All intellectual property (website content, graphics, trademarks, etc.) is owned by or licensed to the Seller. Unauthorized use is prohibited.

8.3. These T&C and any Sale Agreement entered into are governed by Swedish law. If any dispute arises, the parties will seek to resolve it amicably; otherwise, the matter may be referred to the competent courts in Sweden. For EU consumers, this choice of law does not deprive you of any mandatory protections under your local laws.

8.4. The Seller reserves the right to amend these T&C for valid reasons (e.g., changes in law, expansion of functionalities). Any changes will apply after a 7-day notice period posted on the Store’s website or sent via email to Customers who have active orders or accounts. Agreements concluded before the effective date of new T&C remain governed by the previous version.

WITHDRAWAL FORM (SAMPLE)

If your order qualifies for a withdrawal right (i.e., if it is not a custom or personalized product), and you wish to withdraw from the contract, please fill out and return this form by email:

Email: [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Order Number: ___________________________________________

Ordered on/received on (date): _____________________________

Name of Customer(s): _____________________________________

Address of Customer(s): ___________________________________

Signature of Customer(s) (only if this form is notified on paper): ___________________________

Date: ______________________

(*) Delete as appropriate