Effective from: 1 October 2025
1. General Information
Kotielaintarvike.fi, Business ID: 0951651-3, sells products to private individuals and businesses in Finland and EU countries. We reserve the right to amend the delivery terms. Customers are required to review the current delivery terms before placing an order.
2. Ordering and Prices
Products are ordered through the online store's shopping cart. Prices are displayed in euros and include VAT. A VAT breakdown is shown in the shopping cart.
The customer will receive an order confirmation by email. It is the customer's responsibility to provide accurate and up-to-date contact details when placing an order (name, delivery address, email address, and phone number).
3. Shipping Costs and Methods
We use Matkahuolto services for order deliveries. Shipping costs are added to the total order amount and are visible in the shopping cart before the order is confirmed.
Matkahuolto delivery options:
- Matkahuolto Nearby Parcel – Pick up from your chosen Matkahuolto collection point, parcel locker, or K-Market.
- Matkahuolto Home Delivery – Delivery directly to your address by agreement.
- Matkahuolto Distribution Parcel – Delivery directly to your address without a separate notification.
4. Delivery Time
We process orders in the order they are received.
- Processing time: The processing time for items in stock is generally 1–2 business days from receipt of the order.
- Transit time: Matkahuolto's transit time is generally 1–3 business days from dispatch.
- Total estimated delivery time: 1–5 business days.
- Order items: If a product is an order item, the estimated delivery time is stated in the product description.
- Tracking: Once your order has been dispatched, you will receive an email with a Matkahuolto tracking number so you can follow the progress of your parcel.
5. Order Changes and Cancellations
The customer has the right to cancel an order by contacting our customer service before the order has been packed and handed over to Matkahuolto for delivery. After this point, the return policy applies.
6. Lost and Damaged Shipments
If a delivery has been lost in transit, damaged, or if you have received the wrong product, please notify our customer service immediately.
Damaged shipment: If you notice damage to the package when collecting it or receiving it at home, file a damage report with Matkahuolto immediately and also contact us by email.
7. Returns and Exchanges
In accordance with the Consumer Protection Act, you have a 14-day right of return. Detailed instructions on the return process and how to send a return via Matkahuolto can be found on our separate Return Policy page.
Customer Service
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