1. Liability for Defects and Warranty
We comply with the statutory liability for defects under Finnish Consumer Protection Law. The seller is responsible for any defect in the product that existed at the time of delivery, even if the defect becomes apparent later.
- Warranty: A warranty is an additional benefit offered to the consumer that does not limit the statutory liability for defects.
- Presumption of defect: If a defect appears within one (1) year of delivery, the defect is presumed to have existed at the time of delivery, unless proven otherwise.
2. Defective Product and Complaints
2.1. What constitutes a defect?
A product is defective if:
- It does not match what was agreed upon (e.g. product description or features).
- It does not last or function as long as the consumer has reasonable grounds to expect (durability).
- It does not match the information provided in marketing or product images.
2.2. Filing a Complaint
The customer must notify the seller of any detected defect (complaint) within a reasonable time after the defect was or should have been noticed. A notification made within two (2) months of discovering the defect is always considered timely.
How to file a complaint:
- Contact us: Send your complaint by email to myynti(at)kotielaintarvike.fi
- Include details: In your message, provide the order number, the defective product (name and model), a detailed description of the defect (how it appeared and when it was noticed), and if possible, a photo or video of the defect.
- Desired resolution: State what action you are requesting (e.g. repair, replacement, price reduction, or cancellation of purchase).
2.3. Processing of Complaints
We process complaints as quickly as possible. We will provide you with instructions for returning the product if it is deemed necessary to investigate the defect.
3. Remedying Defects
Under the Consumer Protection Act, we have the primary right and obligation to repair the product or deliver a defect-free replacement.
- Repair/Replacement: If a product is defective, we will primarily aim to repair it or deliver a new defect-free product to the customer.
- Costs: We cover the costs related to repairing the defect or delivering a replacement product (e.g. shipping costs).
- Price reduction or cancellation: If repairing or replacing the product is not possible, or would cause unreasonable inconvenience, the customer is entitled to a price reduction or, as a last resort, cancellation of the purchase.
4. Limitations of Liability
We are not liable for defects resulting from:
- Incorrect or negligent use of the product (e.g. contrary to the instructions for use).
- Normal wear and tear or ageing of the product.
- Modifications made to the product by the customer.
5. Dispute Resolution
If a dispute concerning the sales contract cannot be resolved through mutual negotiation, the consumer may refer the matter to the Consumer Disputes Board for resolution.
Before taking the matter to the Consumer Disputes Board, the consumer should contact the Consumer Advisory Service.
Contact Us
System Lahti Oy / Kotieläintarvike.fi
Pohjankaari 4, 60120 Seinäjoki
Phone: 06 4787 200 (Phone service in Finnish only)
Email: myynti@kotielaintarvike.fi
Website: www.kotielaintarvike.fi