Terms of service
Terms and Conditions of Order and Delivery
Balneo.fi
Updated: 4.3.2024
Contents:
- General Information
- Ordering Products
- Custom-Made Products and Clearance Items
- Prices and Payment
- Product Availability and Delivery Delays
- Delivery
- Product Inspection, Complaints, and Warranty
- Order Returns and Refunds
- Processing of Personal Data and Cookies
1. General Information
Balneo.fi operates as part of LVI-Eklund Oy under the trade name Balneo (Business ID: 3246588-1, Vuoritie 8b as B, 01390 Vantaa) and offers e-commerce services in Finland.
Balneo.fi sells products to adult consumers and businesses in Finland. For consumer customers, we comply with Finnish consumer protection legislation, and for business customers, Finnish commercial law applies.
These terms and conditions of order and delivery apply to all orders and deliveries made through the Balneo.fi online store. The terms are valid indefinitely from 1.10.2024.
We reserve the right to update these terms, but the terms valid at the time of the order will always apply. Customers must review the applicable terms before placing an order.
Dispute Resolution:
Any disputes will primarily be resolved through negotiation. If no resolution is reached, the consumer may bring the matter to the Consumer Disputes Board for review.
Before taking a matter to the Consumer Disputes Board, the consumer must contact Consumer Advisory Services (www.kuluttajaneuvonta.fi), which can assist in mediation and provide guidance on how to proceed.
If the dispute proceeds to legal proceedings, the consumer may file a lawsuit in either their local district court or the Helsinki District Court.
2. Ordering Products
Products are ordered from the Balneo.fi online store by adding the desired products to the shopping cart and completing the payment using a selected payment method. By confirming the order, the customer agrees to the current terms and conditions of order and delivery.
The order is confirmed once the customer has completed the payment and Balneo has sent an order confirmation to the email address provided by the customer. A contract between Balneo and the customer is formed only when Balneo confirms the order. The customer must carefully review their order before confirming payment.
The customer is responsible for the accuracy of the provided order details, such as the delivery address and email address. The order confirmation is sent to the email address provided by the customer, so it is essential to ensure its correctness to receive all order and delivery-related information.
If Balneo is unable to deliver the order (e.g., due to product unavailability or delivery constraints), the customer will be informed promptly. The customer will be offered alternatives such as a refund or a possible substitute product if the customer accepts it.
Balneo strives to deliver products within the agreed time frame but is not responsible for delays or errors caused by force majeure events, such as strikes, natural disasters, or logistics disruptions. In such cases, Balneo will inform the customer as soon as possible and seek the best possible solution.
3. Pre-Order, Custom-Made Products, and Clearance Items
Pre-Order and Custom-Made Products:
Pre-order and custom-made products include specially ordered faucets, bathtubs, and other plumbing fixtures manufactured according to the customer's specific measurements or requests. These products cannot be canceled, returned, or exchanged once production has started.
The customer must carefully review the order confirmation to ensure the order matches their expectations. If an error is detected in the order, the customer must contact Balneo.fi customer service immediately.
Clearance Items:
Balneo.fi may sell clearance or special batch items without the right to return unless otherwise stated. Clearance items may include opened or damaged packaging, but the products are fully functional and covered by the manufacturer’s warranty.
Product descriptions for clearance items specify any defects, deficiencies, or packaging damages, and customers should review these details before placing an order.
4. Prices and Payment
The prices displayed in our online store are listed for each product and include VAT (25.5%) unless otherwise stated. Prices are valid only for orders placed through the Balneo.fi online store.
Delivery costs are not included in the product prices and are added to the total order amount at checkout. Delivery costs are determined based on the product's size, weight, and delivery method, and they are clearly displayed before order confirmation.
We reserve the right to change prices and delivery costs, but confirmed orders will adhere to the prices valid at the time of the order. If a clear and obvious pricing error occurs (e.g., a €1000 product listed at €10), Balneo has the right to cancel the order. In such cases, the customer will be informed immediately, and any paid amounts will be fully refunded.
Payment is securely processed through the available payment methods in the Balneo.fi online store, such as online banking, credit cards, or other options. The available payment methods are displayed at checkout during the order completion stage. Payment transactions are processed by Paytrail Oyj in cooperation with Finnish banks and financial institutions.
Paytrail Oyj Details:
Paytrail Oyj (Business ID: 2122839-7) acts as the payment service provider and recipient. Paytrail Oyj appears as the payee on the customer’s bank statement or credit card bill and forwards the payment to Balneo. Paytrail Oyj holds a payment institution license.
Contact Information:
Paytrail Oyj, Business ID: 2122839-7
Innova 2, Lutakonaukio 7
40100 Jyväskylä
www.paytrail.com
Once payment is approved, the order is processed, and products are delivered using the selected delivery method.
5. Product Availability and Delivery Delays
Product availability information in the Balneo.fi online store is based on real-time inventory data from manufacturers and wholesalers. We update this information regularly, but availability may change rapidly, and we cannot guarantee absolute real-time accuracy in all cases.
Products are generally shipped directly from suppliers or importers' warehouses, enabling fast delivery in most cases.
If a product is temporarily out of stock or cannot be delivered, we will notify the customer as soon as possible. The customer will be offered options such as an extended delivery time, a similar product, or order cancellation with a full refund.
If delivery is delayed due to force majeure (e.g., a strike, pandemic, natural disaster, or another unforeseen event), we will inform the customer promptly and provide a revised estimated delivery time. If the delay is significant, the customer has the right to cancel the order and receive a refund.
Balneo.fi is not responsible for delivery delays or the inability to fulfill an order if the delay or failure is due to customer-related reasons, such as incorrect contact details. If a customer notices an error in their delivery details after placing an order, they must contact customer service immediately to make corrections.
6. Delivery
Balneo.fi delivers products only within mainland Finland. Customers can choose their preferred delivery method from the available options at checkout.
The delivery methods and costs are determined based on the product's size, weight, delivery location, and the chosen delivery method. Delivery costs are calculated and displayed in the shopping cart before order confirmation, allowing the customer to approve them before payment.
Available delivery options include postal package, home delivery, freight, pickup for Tapwell products, and special transportation for large, heavy, and fragile products such as bathtubs and mirrors. If a specific transportation solution is required for a product, the customer will be informed of any additional costs before order confirmation.
Delivery of large products
Large and heavy products, such as bathtubs, are delivered to the nearest accessible location next to the transport vehicle at the delivery address. If the location cannot be accessed by a large transport vehicle due to narrow roads or other obstacles, delivery will be made to the nearest possible location. The customer is responsible for moving the product indoors unless a separate carrying or installation service has been ordered.
Carrying the product inside is not included in the standard delivery but can be offered as an additional service at the time of order, if available in the delivery area. Any additional services and associated costs will be displayed during the order process before payment confirmation.
Home-delivered products are transported to the delivery address, but this does not include moving the product inside the building, upstairs, or to any hard-to-reach location unless otherwise agreed. Customers are advised to inquire about additional services before placing an order and ensure that the transport vehicle has access to the delivery address.
Delivery time
Orders are processed every business day, and delivery time varies depending on product availability and the delivery location. The general delivery time is 5–10 business days, but some items are made-to-order, with a delivery time of up to 8 weeks.
All products are shipped directly from manufacturers or wholesalers to the customer. Therefore, delivery times may vary by product. A precise estimated delivery time will be provided upon order confirmation.
If an order includes multiple different products, they may be delivered in separate shipments, depending on supplier schedules. The customer will be informed about partial deliveries in the order confirmation or via a separate notification.
Delivery areas and restrictions
Balneo.fi delivers products to addresses within mainland Finland. Deliveries to poste restante addresses are not possible.
If a customer wishes to order products to Åland, archipelago areas, or abroad, they must contact our customer service before placing an order to determine delivery feasibility and any additional costs.
In such cases, delivery terms will be agreed upon separately before order confirmation.
Checking the delivery
The customer must check the delivery upon receipt to ensure it matches the delivery document (freight bill/delivery note) and that the product is undamaged.
If the customer notices transport damage at the time of delivery, it must be noted on the transport document and reported immediately to Balneo.fi customer service (info@balneo.fi).
If damage is discovered only after delivery, the customer must notify Balneo.fi customer service as soon as possible. Consumer protection laws apply to product defects and transport damages.
7. Product Inspection, Complaints, and Warranty
Product inspection
We recommend that customers inspect the received product as soon as possible after its arrival.
If the product has been damaged during transport or has any immediately noticeable defect, the customer must file a complaint within 14 business days of delivery by contacting Balneo customer service (info@balneo.fi). After notification, we can arrange for the defect to be corrected, a replacement product to be sent, or other appropriate measures to be taken.
If the received product has visible transport damage, we recommend that the customer note the damage on the transport document upon receipt. Additionally, the issue must be reported to Balneo customer service in writing within five (5) days of delivery (info@balneo.fi).
If the transport damage or defect was not immediately visible upon receipt (hidden damage), the customer must report it to Balneo customer service as soon as possible, but no later than five (5) days after discovering the defect.
If the delivered product is incorrect, incomplete, or defective, the customer must file a complaint within 14 business days of delivery. However, consumers have the right to complain about defects within a reasonable time under consumer protection law if the defect was not immediately noticeable. Complaints must be submitted in writing.
If a product defect is discovered during installation, installation must be stopped, and Balneo customer service must be notified before continuing.
Complaints and Warranty
If a product has a defect, Balneo will primarily seek to correct the defect or deliver a new, defect-free product to the customer. If this is not possible or if fixing the defect is unreasonably delayed, the customer may be entitled to a price reduction or order cancellation under consumer protection law.
All complaints must be submitted in writing and sent by email to Balneo customer service (info@balneo.fi). The complaint must include the order confirmation, receipt, or other proof of purchase to verify the defect. Balneo will process complaints promptly and aim to find a quick solution.
Balneo does not provide a separate warranty for products unless stated otherwise. Any warranty is determined by the manufacturer’s or importer’s warranty terms. Customers should review the product's warranty terms and comply with them. Warranty terms can be found in the documents supplied with the product or on the manufacturer’s website.
Warranty repairs
Repairs under warranty are carried out by the manufacturer or an authorized service provider according to the warranty terms. Warranty repair may involve repairing, replacing the product, or other measures specified in the warranty terms.
Customers are advised to retain the warranty receipt or other proof of purchase throughout the warranty period to facilitate warranty service. If the receipt is lost, the customer may provide other proof of purchase, such as a bank statement or email order confirmation.
For warranty-related matters, customers can contact Balneo customer service, which will direct the issue to the manufacturer or service provider. In some cases, customers may contact the manufacturer’s authorized service provider directly, as specified in the warranty terms.
Professional installation
Certain products sold by Balneo, such as electrical fixtures requiring installation, must be installed by a licensed professional. Electrical equipment, for example, must be installed by a registered electrical professional.
Installation must always be carried out according to the manufacturer’s instructions. If the product is incorrectly installed or the instructions are not followed, the manufacturer’s warranty may not cover any resulting defects or damages.
The customer is responsible for ensuring that installation is carried out according to current regulations and the manufacturer’s instructions. More information on electrical installations and approved contractors can be found on the Finnish Safety and Chemicals Agency (Tukes) website: www.tukes.fi.
8. Order Returns and Refunds
Consumer customers
Consumers have the right to cancel their order within 14 days of receiving the product under consumer protection law.
Returned products must be unused, in their original condition, and in the original packaging with all accessories. If the product has been used or is no longer in a resalable condition, the right of return is void.
The right of return does not apply to custom-made products, special order products, or hygiene products.
Business customers
Business customers do not have a right of return unless otherwise agreed. Custom-made or special-order products are non-returnable for business customers.
Return procedure (consumer customers)
To return a product, customers must first contact Balneo customer service (info@balneo.fi) to receive return instructions and a return number.
If an order is canceled, the product must be returned without delay and no later than 14 days after the cancellation notice. The customer must provide proof of return, such as a receipt.
Customers are responsible for return shipping costs unless the return is due to Balneo’s error (e.g., wrong, defective, or damaged product).
Refunds
Refunds will be issued within 14 days of receiving and inspecting the returned product, using the same payment method as the original purchase.
If the returned product does not meet return conditions, Balneo may refuse the refund or deduct a depreciation fee.
9. Data Protection and Cookies
Balneo.fi processes customer data in accordance with applicable data protection laws. More details are available in our privacy policy.
10. Customer Service
Our customer service is available on weekdays from 09:00 to 14:00 via email (info@balneo.fi) or website chat.
