By submitting an order, you agree to comply with these terms and conditions.
As a customer, you are responsible for the accuracy of the information you provide to us. Persons under the age of 18 are not allowed to order products from our online store. All prices we list include 25.5% VAT and delivery costs in mainland Finland.*
*All our prices include delivery costs to the nearest pick-up point or to your door. In principle, all package products are delivered to the nearest pick-up/package point. Large products (pallet deliveries), such as terrace canopies, play towers and trampolines, are always delivered to your door.
If you do not wish to receive your order that has arrived or is on its way to you, you must notify us by email or phone.
If you have not contacted us and do not pick up the product, the product will be returned to the sender.
This is not considered a return under the right of return and in such a situation we reserve the right to charge the costs of return and possible re-sending, as well as 20 euros for investigation costs from the customer. The price of the product will be refunded, minus the aforementioned costs.
The products are shipped from our warehouse in Joensuu / Kontiolahti or from our wholesaler's warehouse in Denmark. For orders shipped from Denmark, the sender's name is NSH Nordic. The delivery time is usually 4-8 business days. If the delivery time deviates significantly from this, we will inform you.
We deliver products without a separate delivery fee to mainland Finland. Deliveries elsewhere must be agreed upon separately.
All prices include delivery costs to the nearest pick-up point or to your door.
Larger products (flatbed cargo) are always automatically delivered to your door.
If you have special wishes regarding delivery, please contact us immediately after placing your order, we always try to fulfill reasonable wishes.
The goods can usually be picked up from the office within a week of their arrival. Notification of the arrival of the products will be sent by email and/or telephone. The shipping company may also attempt to deliver to the address, even if home delivery is not specifically mentioned in the product information.
CUSTOMER RETURNS
The products you order always have a minimum 14-day right of return. If the products are faultless and in accordance with the order, the return is basically at the customer's expense. If you want to return the product, ALWAYS CONTACT US FIRST, so that we can agree on a suitable course of action.
NOTE! Leaving a faultless product without receiving or picking it up (pick-up point) is not a return under the right of return.
We always provide return instructions from our customer service on a case-by-case basis.
The product to be returned must be unused and in all respects in saleable condition.
In the event of a return, always contact our customer service first. Please provide your contact information and order number at info@kotipihaan.fi or by calling us at 050 303 6480.
When the product arrives in proper condition, the product will be inspected, after which we will refund the money within 14 days of receiving the return shipment.
You will receive a notification by email when your return has been processed. If you have not received any notification within this time, please contact our customer service.
If you return the product, remember to get a receipt from Posti or similar for the return and keep it until your return is approved. A receipt may be needed in case of problems.
COMPLAINTS, PRODUCT DEFECTS
Sometimes something can go wrong and it annoys us as much as it annoys you. We will do our best to resolve the matter quickly. Complaints should always be made immediately after you notice the error.
The product package should always be opened carefully and without damaging the packaging. The contents of the package should always be checked against the parts list before using the product.
If parts are missing from the delivery, complaints should be made about the missing parts before the product can be assembled and used.
If the product arrives visibly damaged, do not accept the shipment, as it will be returned to the sender. Contact us and, if possible, take a photo of the situation showing the defective product.
Send a description of the matter, photo(s), your contact information and order number by email to info@kotipihaan.fi OR report the matter by phone to our customer service at 050 303 6480.
If a defect is detected in the product upon arrival and when opening the packaging, we will primarily try to resolve the matter with spare parts. Take a photo of the situation showing the defective product. Send a description of the matter, photo(s), your contact information and order number by email to info@kotipihaan.fi OR report the matter by phone to our customer service at 050 303 6480.
Once we have dealt with the matter, we will contact you by email. If your complaint is justified, we have the right to provide spare parts, replace the product completely or agree on a possible price reduction. If none of the above options are possible, we will refund the value of the product you paid.
OUR CUSTOMER SERVICE IS AVAILABLE AT 050 303 6480 AND BY EMAIL info@kotipihaan.fi
