Returns and refunds
Cancelling and returning an order
These instructions apply to goods bought from our online store by consumer customers.
14-day right to cancel
You can cancel your purchase within 14 days after you or a person you have nominated receives the goods. If items from the same order are delivered separately, the period starts when the last item is received.
Tell us clearly that you wish to cancel, for example by emailing info@virtatarvike.fi. Include your name, order number and the items you are returning. Simply not collecting a parcel does not count as a cancellation notice.
Virtatarvike Oy · Vetokuja 1 C, 01610 Vantaa · tel. 050 555 4195.
Returning the goods
Return the goods no later than 14 days after giving notice of cancellation. Customer service will provide the return address and practical instructions. Include the order details and keep your proof of postage.
You may inspect the product as you would in a shop. You are responsible only for any loss in value caused by handling beyond what is necessary to establish the product’s characteristics and how it works.
Pack the product carefully. Use the original packaging where possible and protect the retail packaging with separate shipping packaging. Return all parts and accessories supplied with the product. If you cancel the whole order, also return any free gifts included with it.
You pay the direct cost of return shipping. The seller pays necessary return costs when dealing with a faulty product.
Refunds
We refund payments no later than 14 days after receiving your cancellation notice. We may wait until we receive the goods or proof that you have sent them back. If you cancel the whole order, we also refund the original delivery costs up to the cost of the cheapest standard delivery we offered.
We use the original payment method unless we agree otherwise with you. You will not be charged a fee for the refund.
Custom-made products
The statutory right to cancel does not apply to goods made or modified to your requirements or clearly personalised for your needs. Any product-specific exception is explained before you order.
Exchanges
Virtatarvike offers a 14-day exchange period. If a product is faulty and you want to exchange it, see ‘Faults and transport damage’.
The product to be exchanged must not have been substantially altered. If it is in its original packaging, that packaging must also be intact. Do not attach address labels or tape directly to the retail packaging.
If you want to exchange a product that has already been used, you are responsible for any loss in value caused by its use. The exchange policy does not cover products modified to the customer’s order.
Always notify us of an exchange in advance at info@virtatarvike.fi.
Place a new order for the product you want instead. We will include a return shipping label with the new order for the product being exchanged. Return it to the address provided by customer service. Keep the return receipt or shipping label and the payment receipt.
Faults and transport damage
Report a product fault within a reasonable time after discovering it by contacting info@virtatarvike.fi. A consumer may always report a fault within two months of discovering it.
Include your order number and describe the fault. Add photos if they help. Contact us before returning a faulty product so we can agree how to investigate the issue and arrange the return.
Check the parcel’s condition on receipt. Report transport damage to us as soon as possible and ask the carrier to record visible damage. Keep the packaging and take photos of the damage. Following these instructions helps us investigate and does not limit your statutory rights.
Virtahuolto maintenance and repair services
The following terms apply to maintenance and repair services. The goods delivery and return instructions above do not apply to the performance of a service. Terms version: 27 September 2026.
Changing or cancelling an appointment
Contact us by email or phone and give your service reference or order number. You can change or cancel a standard service free of charge before work starts. We do not charge an automatic cancellation or no-show fee.
If you ask us to stop work that has already begun, we charge only for agreed work already performed and for itemised costs permitted by law. We agree special parts and other separately ordered purchases with you before ordering. Your statutory rights remain.
Cancelling a service bought remotely
Consumers generally have 14 days from making a remote service contract to cancel it. Tell us within that period, for example by email. You may use the notice below.
We start work during the cancellation period only at your express request. If you cancel after work has started, you may have to pay a proportion corresponding to the service already performed, where the legal requirements are met. The right to cancel a fully completed service ends only if you agreed to the early start in advance and acknowledged that you would lose the right to cancel once the service was complete. A preferred appointment time or payment alone is not that request or acknowledgement.
Payment and refunds
You can choose to pay at the workshop or use an available online payment method. An online payment receipt comes separately from Virtatarvike. The acknowledgement of your service request is not a payment receipt.
We refund the advance payment in full for a cancelled standard service that has not started. We also refund it if we cannot provide the service and no new appointment is agreed. We refund without undue delay, no later than 14 days after your cancellation notice, using the original payment method. Any lawful charge for work already performed is itemised. We do not charge a refund processing fee. When the refund appears in your account also depends on the payment provider and bank.
Cancellation notice
Recipient: Virtatarvike Oy / Virtahuolto, huolto@virtahuolto.fi, Vetokuja 1 C, 01610 Vantaa, Finland.
I hereby cancel the following service contract:
Service and contract date:
Service reference or order number, if known:
Name and address:
Date:
Signature, only for a notice submitted on paper:
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