Terms of service
Terms of service
Last updated: 14 September 2026
These terms of service apply when you visit, use or shop from Tilden Medical via tilden.se.
By using the website or completing a purchase, you accept the terms that apply to your use of the website and your purchase.
Your rights under mandatory Swedish consumer legislation are not affected by these terms.
1. About Tilden
Tilden Medical, hereinafter referred to as Tilden, is a Swedish online store that sells medical devices and disposable products, such as syringes, needles, pen needles, alcohol swabs, gauze pads, nitrile gloves and sharps containers.
Tilden does not sell medicines or narcotic substances.
Information on the website is general product information and must not be regarded as medical advice, diagnosis or a treatment recommendation.
2. Age rules for syringes and needles
Special age rules apply to the sale of syringes and needles covered by Swedish Act (2012:595) on the import and trade of syringes and needles.
Such syringes or needles may only be sold to a person under the age of 20 if the buyer can demonstrate that the products are needed for the buyer's own medical use or that of a family member.
Under the Act, a family member means a spouse, cohabiting partner, child, parent or sibling.
This means that when purchasing syringes or needles covered by these rules, you must either:
be at least 20 years old, or
if you are under 20, be able to demonstrate that the products are needed for your own medical use or that of a family member.
Where necessary, Tilden may request the information or documentation required to assess whether the conditions for the sale are met.
Tilden may refuse, pause or cancel an order if:
the conditions for sale under applicable age rules cannot be demonstrated
the information provided appears incorrect or incomplete
there are grounds to suspect fraud or misuse
the products may be used in an illegal, inappropriate or unsafe manner
the order cannot be handled in accordance with the law or these terms
3. Responsible use
You are responsible for ensuring that products purchased from Tilden are used, stored and disposed of in a safe, lawful and correct manner.
Always follow:
the product labelling and instructions for use
the manufacturer's safety information
applicable rules for use and waste disposal
any instructions from authorised healthcare professionals
Tilden does not provide individual advice on dosage, treatment, injection technique, medicine use or other medical matters.
If you have questions about treatment, medicines, injections or health, contact healthcare services or another authorised medical professional.
4. Orders
When you place an order, an order confirmation is normally sent to the email address you provided.
You are responsible for ensuring that the information provided in connection with the order is correct and complete.
Tilden may refuse, pause or cancel an order in situations including:
incorrect or incomplete customer details
technical errors on the website or in the payment system
obviously incorrect prices or product information
stock errors or a product no longer being available
suspected fraud or misuse
where the conditions for sale under section 2 cannot be verified
where the order cannot be completed in a safe or lawful manner
If an order is cancelled after payment has been made, the relevant amount will be refunded to the payment method used for the purchase.
5. Product information
We work to ensure that product information, images, prices and stock status on the website are accurate and up to date.
Minor variations may nevertheless occur, for example if a manufacturer changes:
the appearance of the packaging
labels or markings
the product batch
colour shades or graphic design
product documentation
Product information, documentation, certificates and labelling may vary between different products, sizes, batches and manufacturers.
Always check the labelling and instructions for use on the product and packaging that you actually receive before using the product.
Contact Tilden before using the product if the received product does not appear to match your order.
6. Prices and payment
All prices are stated in Swedish kronor including VAT unless expressly stated otherwise.
Shipping costs and any other charges are shown before the order is completed.
Payment is made using the payment options available at checkout. Payment may be handled by external payment providers under their own terms.
Tilden does not normally store full card details. Such details are processed directly by the payment provider used for the purchase.
Tilden reserves the right to correct obvious pricing errors, typographical errors and technical errors.
If such an error is discovered after an order has been placed, we will contact you before the order is processed further.
7. Delivery
Orders are sent to the delivery address entered by the customer at checkout.
You are responsible for ensuring that your name, address, postal code, city, telephone number and other delivery details are correct and complete.
Current shipping options, prices and any information about delivery times are shown on the website or at checkout.
Stated delivery times are estimates and may be affected by, for example:
the carrier
public holidays and periods of high demand
stock status
weather conditions
technical problems
other circumstances beyond Tilden's control
If delivery is significantly delayed, you have the rights provided by applicable consumer legislation.
More information is available in our Shipping policy.
8. Incorrect address and uncollected parcels
If a parcel is returned to Tilden due to incorrect or incomplete address details, or because the shipment has not been collected, we may charge a reasonable fee corresponding to our actual costs for shipping, return shipping and handling.
A parcel that is not collected does not automatically mean that the right of withdrawal has been exercised.
If you wish to withdraw from the purchase, you must provide Tilden with a clear notice.
9. Right of withdrawal and returns
As a consumer, you normally have the right to withdraw from a distance purchase within 14 days.
For goods with a protective seal, the right of withdrawal may cease to apply after the seal has been broken if the goods are then not suitable for return due to health protection or hygiene reasons.
This may, for example, apply to sterile or hygiene-sensitive products where the product's actual hygiene or sterile seal has been broken after delivery.
Opening an ordinary outer carton or transport packaging does not in itself mean that the right of withdrawal ceases to apply.
For products where the right of withdrawal applies, you are responsible for handling the goods with care. If the goods have been handled more than necessary, a deduction for diminished value may apply in accordance with the law.
Full information about the right of withdrawal, returns, return shipping and refunds is available in our Returns, withdrawal and refund policy.
You can use Tilden's electronic withdrawal function and standard form at:
tilden.se/en/pages/right-of-withdrawal
10. Complaints
If a product is faulty, damaged or does not match your order, contact Tilden as soon as possible after discovering the issue.
To enable us to handle the matter, you may need to provide:
order number
product name
a description of the issue
photographs of the product, packaging or any transport damage
information about the batch number or other relevant labelling
For an approved complaint, the matter is handled in accordance with applicable consumer legislation.
Depending on the circumstances, the following may, for example, be relevant:
repair
replacement
price reduction
termination and refund
Tilden covers reasonable return shipping costs for an approved complaint.
More information is available in our Returns, withdrawal and refund policy.
11. Prohibited use
You may not use the website or products purchased from Tilden for unlawful purposes.
You may also not:
provide false or misleading information
attempt to circumvent applicable age checks or security measures
place fraudulent orders
use the website in a manner that may damage, disrupt or overload it
attempt to gain unauthorised access to the website, customer accounts or technical systems
collect or copy content using automated methods without permission
order products for another person for the purpose of circumventing these terms or applicable legislation
The provision above does not prevent purchases for a family member's medical use where such a sale is permitted by law and any documentation requirements are met.
Tilden may refuse a sale, restrict access or cancel an order where there are grounds to suspect fraud, misuse, unlawful use or other unauthorised handling.
12. Liability
Tilden is liable for defects in products, orders and deliveries to the extent required by mandatory legislation.
Tilden is not liable for damage or problems arising because a product:
is used contrary to the product labelling or instructions for use
is used for an unlawful or inappropriate purpose
is handled or stored incorrectly
is used after its expiry date
is used in connection with medicines or treatment in a way that conflicts with the manufacturer's instructions or medical guidance
Nothing in these terms limits the rights you have under mandatory Swedish consumer legislation.
13. Intellectual property rights
Content on the website, such as texts, product descriptions, images, logos, layout, design and graphic elements, belongs to Tilden or the relevant rights holder.
Third-party trademarks and product names belong to their respective rights holders.
Material from the website may not be copied, published, distributed, modified or used commercially without permission unless such use is expressly permitted by law.
14. Personal data
Tilden processes personal data for purposes including:
administering orders
handling payments and refunds
carrying out deliveries
providing customer service
handling returns and complaints
preventing fraud and misuse
complying with legal obligations
More information about how personal data is processed and the rights you have is available in our Privacy policy.
15. Applicable law and disputes
These terms of service are governed by and interpreted in accordance with Swedish law.
If a dispute arises, we will first try to resolve the matter together with the customer.
As a consumer, you may also refer a dispute to the Swedish National Board for Consumer Disputes (ARN) for review.
Tilden follows recommendations from ARN.
You also have the right to have a dispute heard by a competent court of general jurisdiction.
16. Changes to the terms
Tilden may update these terms of service when the business, services, product range or applicable rules change.
The latest version is available on the website.
The date at the top of the page shows when the terms were last updated.
For a completed purchase, the terms that applied at the time of the order normally apply.
17. Contact and company information
The website tilden.se is operated by:
Tilden Medical
Swedish sole proprietorship
Tempelgatan 1C
431 30 Mölndal
Sweden
Email: kontakt@tilden.se
Website: tilden.se
Full company and contact details, including the organisation number, are available on the Contact details page.