1. General 

1.1. These general terms and conditions (“Terms”) apply when you as a consumer (“Customer”) place an order via www.kasthall.com and its associated pages (the “Website”). The agreement is concluded between you and Kasthall Mattor och Golv AB, company registration number 556518-5880 (“Kasthall”). Detailed contact information and additional information about Kasthall are available on the Website. These Terms apply only to Customers who are consumers and who place orders via the Website. 

1.2. To place an order on the Website, the Customer must be at least 18 years old. In accordance with Swedish law, Kasthall does not accept credit purchases (credit card, invoice, installment payments) from persons under the age of 18. Kasthall reserves the right to refuse or modify a Customer’s order in individual cases (for example, if incorrect personal data has been provided and/or if the Customer has payment defaults). 

1.3. Kasthall reserves the right for items to be sold out and for any image or typographical errors on the Website, such as errors in product descriptions or technical specifications, incorrect prices, price adjustments (such as changes in supplier prices or currency fluctuations), or incorrect information regarding stock availability. 

1.4. The Website and all its content are owned by Kasthall or its licensors. The information is protected by, among other things, intellectual property and marketing laws. This means that trademarks, company names, product names, images and graphics, design, layout, and information about products, services, and other content may not be copied or used without Kasthall’s written consent. 

2. Our Products 

2.1. Kasthall offers two types of products: 

• Stocked products  
• Made-to-order products  

The applicable category is stated on each product page. 

2.2. As Kasthall’s products are made from natural materials, variations in dimensions may occur due to environmental factors such as humidity, temperature, and storage. Such variations do not constitute defects. 

Applicable tolerances: 

• Woven rugs: ±5%  
• Tufted rugs: ±2%  
• Wall-to-wall carpets: ±3%  

3. Agreement and Order 

3.1. To make a purchase via the Website, the Customer must accept the Terms. By accepting the Terms, the Customer agrees to comply with them in full and confirms that they have read the information regarding personal data and consent to the use of personal data and cookies in accordance with Kasthall’s Privacy Policy. 

3.2. A purchase agreement is concluded only when Kasthall has confirmed the Customer’s order and the Customer has received an order confirmation via email. Kasthall recommends that the Customer saves this confirmation for future contact with customer service. 

The Customer may withdraw their order until it has been confirmed by Kasthall. If the order is withdrawn, Kasthall will refund any payments made by the Customer or their payment/card provider. 

4. Customer Information 

4.1. When purchasing from the Website, the Customer will be asked to provide certain personal data. The Customer confirms that the information provided is accurate and complete and is responsible for any incorrect information. 

Information regarding Kasthall’s processing of personal data can be found in the Privacy Policy, which forms part of these Terms. 

5. Prices, Fees and Payment 

5.1. The prices stated on the Website apply. Prices are inclusive of VAT. Payment and shipping fees are not included and are specified separately. 

5.2. The Customer may pay using the methods specified on the Website. Kasthall has the right to charge the Customer at the time of order unless invoice payment or a similar method has been selected and approved. 

In the case of invoice or installment payments, Kasthall or its partners may perform a credit check. You will be informed if this occurs. 

Kasthall reserves the right not to offer all payment methods at all times or to change the selected payment method if it cannot be used at the time of purchase. 

6. Campaigns and Offers 

6.1. Kasthall may from time to time offer promotions on the Website with more favorable terms than those stated in these Terms. Such terms apply only during the campaign period and to the specified products. 

Kasthall reserves the right to withdraw such campaigns at any time. Upon termination or withdrawal, these Terms apply without modification. Offers are valid while stocks last. 

7. Delivery and Transport 

7.1. In-stock products are normally delivered within the number of working days specified on the Website. Made-to-order products are delivered within 6–8 weeks unless otherwise agreed. Further information is available under Delivery Terms. 

7.2. The expected delivery time is stated in the order confirmation, checkout, and/or product page. In case of delay, Kasthall will notify you and continue to monitor the order. 

Delivery dates are estimates only unless expressly agreed otherwise in writing. Kasthall shall not be liable for any delay in delivery and shall under no circumstances be liable for any direct, indirect, incidental, consequential or special damages, including loss of profit, loss of business, installation delay costs or any other costs arising out of or in connection with delayed delivery. The Buyer’s sole remedy in case of delayed delivery shall be to request delivery within a reasonable additional time. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.

7.3. If a parcel requires collection, the Customer must collect it within the specified time. Parcels must normally be collected in person with valid ID and order number. Notification will be sent via email, post, phone, or SMS. 

If the Customer fails to collect the parcel, Kasthall may charge a fee for handling and shipping. Uncollected parcels are not covered by the right of withdrawal or free returns. 

7.4. If the Customer chooses invoice payment via Klarna, delivery can only be made to the Customer’s registered address. 

8. Delivery Terms 

8.1. Delivery is made to the address provided at the time of order. 

8.2. Risk passes to you when the goods are delivered to you or a person designated by you, in accordance with the Consumer Sales Act. 

8.3. If delivery cannot be completed as agreed, actual return shipping and handling costs may be charged. 

9. Right of Withdrawal 

9.1. For stocked products, a 14-day right of withdrawal applies in accordance with consumer protection legislation. The Customer may withdraw from the purchase within 14 days of receiving the product. 

9.2. If the product has been handled beyond what is necessary to examine it, a deduction for depreciation may be made. 

9.3. Made-to-order products are not covered by the right of withdrawal. This includes customized rugs, colors, or sizes. 

Once production has begun, the order cannot be canceled. 

9.4. The Customer pays return shipping. The product must be returned within 14 days, properly packaged and in good condition. 

9.5. Kasthall will refund the purchase amount including standard delivery costs (excluding upgrades). Partial returns do not refund delivery costs. 

9.6. Refunds will be made within 14 days, but may be withheld until the product is returned or proof of return is provided. 

10. Warranty 

10.1. In addition to statutory rights, Kasthall offers warranties: 

• Woven and tufted rugs: 10 years (private use), 5 years (commercial use)  
• Wall-to-wall carpets: typically 3–5 years  

Normal wear does not constitute defects. 

10.2. The warranty does not cover misuse, poor maintenance, modifications, transport damage (if buyer responsible), normal wear, or second-hand products. 

11. Complaints and Transport Damage 

11.1. Damage must be reported within one week with documentation. Approved claims result in repair or replacement. 

11.2. Transport damage must be noted at delivery and reported immediately. 

11.3. Kasthall covers return shipping for approved claims. 

12. Force Majeure 

Neither party is liable for delays caused by circumstances beyond reasonable control (force majeure), such as natural disasters, war, pandemics, or transport disruptions. 

Delivery times are extended accordingly. If force majeure lasts more than 12 weeks, either party may terminate the order. The Buyer must still pay for delivered goods and incurred costs. 

13. Disputes 

13.1. Disputes should first be resolved through dialogue with Kasthall’s customer service. 

13.2. If unresolved, the Customer may contact the Swedish National Board for Consumer Disputes (ARN) or use the EU’s online dispute resolution platform. 

13.3. Kasthall follows ARN decisions. 

13.4. Disputes shall be governed by Swedish law and resolved as stated above or by a general court as a final instance.