Terms of Delivery
Ordering and customer accounts
You do not need to register or create a customer account to place an order in the Mavaja online store.
You may create a customer account if you wish. A customer account makes future purchases easier and allows you to view your order history and manage the information saved to your account.
Delivery fees and deliveries
The delivery methods available for each order and their prices are shown at checkout before the order is confirmed. Available delivery methods may vary depending on the contents, dimensions and weight of the order and the delivery address.
Any free delivery option and the applicable conditions are shown at checkout. The customer may select one of the delivery methods offered for the order at checkout.
All delivery charges are displayed before payment. Delivery charges will not be added to the order afterwards unless the customer requests a change after placing the order and the requested change causes additional costs.
The carrier may redirect a parcel to a different pickup point or parcel locker, for example if the pickup point selected by the customer is full or temporarily unavailable. Mavaja is generally unable to influence changes made by the carrier.
Before confirming the order, the customer must check the products, quantities, colours and sizes, as well as the recipient’s name, delivery address, email address and telephone number. The customer is responsible for reasonable additional costs caused by incorrect or incomplete information.
Pickup – free of charge, processing time approximately 1–2 business days
Orders can be collected from:
Koskelonkuja 1 A 13
02920 Espoo
Finland
An order for pickup must be placed and paid for in advance through the Mavaja online store. The address is not a retail store that is open without a prior order, and purchases cannot be made at the premises.
The customer will receive an email when the order is ready for pickup. The order cannot be collected before the pickup notification has been received.
A ready order may be collected at a time convenient for the customer, including outside normal customer service hours. Call the telephone number provided in the pickup notification when you are at the pickup door, and we will open the roller door remotely.
Carrier deliveries
The delivery methods, carriers and delivery charges available for the order are shown at checkout.
Available delivery methods may vary depending on the contents, dimensions and weight of the order and the delivery address. Not all delivery methods are available for every product or postal code area.
The carrier may change the pickup location of a parcel delivered to a pickup point or parcel locker, for example if the pickup location selected by the customer is full or unavailable.
The carrier will send delivery, pickup or home-delivery instructions to the telephone number or email address provided by the customer or through the carrier’s own application. We recommend downloading the carrier’s application so that tracking information and arrival notifications are easily available.
The customer must monitor the notifications sent by the carrier and collect the parcel within the storage period specified by the carrier.
Delivery time
Products that are in stock are normally processed and handed over to the carrier within 1–3 business days after the order has been placed.
Matkahuolto and PostNord collect shipments on business days. Orders sent through Posti are normally handed over to Posti twice a week, which may extend the processing time of orders sent using a Posti delivery method.
After the shipment has been handed over to the carrier, the delivery time depends on the selected delivery method, the carrier and the delivery address. Delivery times provided by carriers are estimates and may be subject to delays.
If an order contains products with different stated delivery times, the entire order will normally be shipped according to the longest stated delivery time.
If the order is required by a particular date, the customer should contact Mavaja before placing the order. We will try to accommodate the requested delivery date where reasonably possible, but we cannot guarantee the carrier’s delivery time. The customer is responsible for any additional costs caused by a faster or otherwise exceptional delivery method requested by the customer.
The customer is responsible for the accuracy of the information provided when placing the order. In particular, the customer must check the recipient’s name, delivery address, email address and telephone number before confirming the order.
Incorrect or incomplete information may delay delivery or prevent the customer from receiving shipping and arrival notifications. If a shipment is returned to Mavaja because of incorrect or incomplete information provided by the customer, Mavaja may charge the customer the reasonable costs of the return and any subsequent reshipment.
The customer must monitor the delivery and pickup notifications sent by the carrier and collect the shipment within the storage period stated by the carrier. Costs relating to an uncollected order are explained under Uncollected orders.
Cancelling an order before dispatch
An order may be cancelled before it has been handed over to the carrier.
We recommend submitting the cancellation through the cancellation function on the Mavaja website:
The customer may also cancel the order by making another clear and unambiguous statement, such as by email to Mavaja customer service. The customer is responsible for demonstrating, where necessary, that the cancellation notice was submitted.
The cancellation notice should be submitted as soon as possible. If the order has already been handed over to the carrier, it may no longer be possible to stop the shipment. The customer must then receive or collect the shipment and return the products in accordance with the return instructions.
Merely failing to collect a shipment does not constitute cancellation of the order. The customer must submit a separate cancellation notice to Mavaja.
If the order is cancelled before it has been handed over to the carrier, no delivery or return charges will be applied. Any amount already paid will be refunded using the payment method used for the order.
Adding products to an existing order
If you wish to add products to an order that has not yet been shipped, place a new order for the additional products through the online store.
Select Add to a previous order as the delivery method for the new order. Enter the order number of the original order in the additional information field.
Orders can only be combined if the original order has not yet been packed or handed over to the carrier. We cannot guarantee that the orders can be combined if processing of the original order has already begun.
If the orders cannot be combined, we will contact the customer before shipping the new order.
Returns
Consumer customers generally have the right to withdraw from an online purchase without giving a reason within 14 days of receiving the product.
The customer must notify Mavaja of the withdrawal within 14 days of receiving the product.
We recommend submitting the withdrawal through the cancellation function on the Mavaja website:
The customer may also make the withdrawal by another clear and unambiguous statement, such as by email to Mavaja customer service. The customer is responsible for demonstrating, where necessary, that the withdrawal notice was submitted within the required period.
The product must be returned no later than 14 days after the withdrawal notice was submitted.
The customer may inspect and test the product only to the same extent as would normally be possible in a physical retail store. The product, its retail packaging, labels, instructions and all supplied parts must be handled carefully.
If the product has been used more than is necessary to establish its nature, characteristics and functionality, the customer is responsible for any reduction in value. The reduction in value may be deducted from the amount refunded to the customer.
All parts, accessories, instructions and any promotional items supplied with the product must be returned.
The right of withdrawal may only be restricted in circumstances permitted by applicable consumer protection legislation.
Returns within Finland
The customer must first submit a withdrawal notice.
We recommend submitting the withdrawal through the cancellation function on the Mavaja website:
The customer may also submit a clear and unambiguous withdrawal notice by email to Mavaja customer service.
After receiving the withdrawal notice, Mavaja will send the return instructions to the customer by email. The product must not be returned before the customer has received the return instructions.
The customer is responsible for the return costs. The cost of a standard return within Finland is EUR 7.90 per shipment. The cost of returning a hammock stand or hanging chair stand is EUR 30 per shipment. The return charge will be deducted from the amount refunded to the customer.
The product must be sent back no later than 14 days after the withdrawal notice was submitted.
The customer must request and retain a return receipt until the return has been processed. Where necessary, the customer must be able to demonstrate that the product was returned within the required period.
If the return concerns a defective product, an incorrectly delivered product or another complaint, the customer must contact Mavaja customer service before sending the product. Mavaja is responsible for the return costs of an accepted complaint.
Returns from outside Finland
The customer is responsible for the cost of returning a product from outside Finland.
The customer must first submit a withdrawal notice. We recommend submitting the withdrawal through the cancellation function on the Mavaja website:
The customer may also submit a clear and unambiguous withdrawal notice by email to Mavaja customer service.
After receiving the withdrawal notice, Mavaja will send the return address and other return instructions to the customer by email.
The customer may select the carrier used for the return. The product must be packed carefully, and we recommend using a tracked shipping service.
The customer must retain the shipping receipt and any tracking information until the return has been processed. Where necessary, the customer must be able to demonstrate that the product was sent back within the required period.
Mavaja will not reimburse return shipping costs arranged and paid independently by the customer. Mavaja will not accept cash-on-delivery returns or shipments for which the recipient is required to pay the shipping charges.
Business customers and reduction in value of assembled stands
Business customers do not have the statutory 14-day right of withdrawal that applies to consumer customers. Any return by a business customer must be agreed with Mavaja before the product is returned.
The right of withdrawal of a consumer customer may only be restricted in circumstances permitted by law.
A customer may inspect a hammock stand or hanging chair stand before making a final decision to keep it. If the stand is assembled or used and its value is reduced because of handling, assembly, use, damage or insufficient packaging, the customer is responsible for the reduction in value.
Any reduction in value may be deducted from the amount refunded to the customer. The reduction in value will be assessed individually based on the condition and remaining resale value of the product.
Misuse of services
Mavaja may restrict a customer’s ability to place new orders if the customer repeatedly uses the services of the online store fraudulently or in a manner that materially violates these terms.
Such circumstances may include intentionally providing incorrect information, misuse of payment services, unjustified payment chargebacks or repeatedly failing to collect orders without submitting a cancellation notice.
The proper exercise of a consumer’s statutory right of withdrawal is not considered misuse of the service.
Any restriction on future orders will be assessed individually.
Uncollected orders
The customer must monitor the delivery and pickup notifications sent by the carrier and collect the shipment within the storage period specified by the carrier.
Merely failing to collect a shipment does not constitute cancellation of the order. The customer must submit a separate clear and unambiguous cancellation notice to Mavaja.
We recommend submitting the cancellation through the cancellation function on the Mavaja website:
The customer may also cancel the order by email to Mavaja customer service.
If an order is returned to Mavaja because it was not collected and the customer did not submit a cancellation notice, Mavaja will charge the customer EUR 19.90. The charge covers costs relating to the original shipment, return transportation and processing of the returned order.
If the customer wishes to have an uncollected order shipped again, a separate delivery charge shown at checkout or communicated by customer service will apply.
Packing a returned product
A returned product must be packed carefully for transportation.
Where possible, use the same outer shipping package in which the order was received. The product must not be returned using only its own retail packaging.
Do not write on the product or its retail packaging and do not attach address labels, adhesive tape or other markings directly to them. The retail packaging must be protected with separate outer packaging.
Protect and cushion the product so that it cannot move or become damaged during transportation. The customer is responsible for any reduction in the value of the product or its retail packaging caused by insufficient packaging.
Return all parts, accessories, instructions and promotional items supplied with the product.
Include the order number and the customer’s name and contact information inside the return shipment so that the return can be identified and processed.
Reduction in value or loss of resale value
The returned product, its retail packaging and all supplied parts, accessories and instructions must be handled carefully.
The customer may inspect and test the product only to the same extent as would normally be possible in a physical retail store. If the product has been used beyond this extent and its value has been reduced, the customer is responsible for the reduction in value. The reduction in value may be deducted from the amount refunded.
A reduction in value may be caused, for example, by:
- using the product outdoors or on a trip
- dirt, moisture, odours or animal hair
- scratches, wear or other signs of use
- damage to the product or its retail packaging
- writing, tape, shipping labels or other markings on the product or its retail packaging
- missing parts, accessories, instructions or promotional items
- insufficient packaging for the return shipment.
A returned product must be clean and dry.
Animal hair may substantially reduce the resale value of a product because of allergy risks and the cleaning required. Any reduction in value will be assessed individually.
If a product has lost all resale value because of the customer’s handling or use, the reduction in value may correspond to the full purchase price of the product.
The reduction in value will always be assessed individually based on the condition and resale value of the product. If the customer wants a product that has lost all resale value to be sent back, the customer is responsible for the delivery costs of the reshipment.
Exchanging a product
Mavaja does not provide a separate exchange service.
If you wish to exchange a product for another size, colour or model, return the original product in accordance with the return instructions and place a new order for the required product through the online store.
The new order will be processed as a separate order and will be subject to the delivery charges shown at checkout and the terms of delivery in force at the time of the new order.
Refunds
Mavaja will refund the payments received from the customer without undue delay and no later than 14 days after receiving the withdrawal notice.
Mavaja may withhold the refund until the returned product has been received or the customer has demonstrated that the product has been sent back, for example by providing a return receipt.
The return will be processed as soon as reasonably possible after the product has been received and the contents and condition of the returned products have been inspected.
The refund will normally be made using the same payment method that the customer used for the original order. Another refund method may only be used with the customer’s consent. The customer will not be charged separately for the refund.
If the entire order is cancelled, Mavaja will also refund the original delivery charges based on the least expensive standard delivery method offered at the time of the order. If the customer selected a more expensive delivery method, such as home delivery, the difference between the delivery methods will not be refunded.
If only part of the order is returned, the original delivery charges will not be refunded.
If the order qualified for free delivery based on its value and the value of the products retained by the customer falls below the free-delivery threshold that applied when the order was placed, the delivery charge of the least expensive standard delivery method available at the time of the order will be deducted from the refund.
Return charges, any reduction in the value of the product and other justified costs specified in these terms may be deducted from the amount refunded.
Products damaged during transportation
Mavaja is responsible for delivering the order to the customer in undamaged condition.
If the outer shipping package is visibly damaged, the customer should, where possible, inspect the contents immediately upon receipt. We recommend photographing the damaged package before opening it and photographing the package and product after opening.
If the ordered product is also damaged, the customer should contact Mavaja customer service as soon as possible.
The notification should include:
- the order number
- a description of the damage
- photographs of the outer packaging, shipping label, contents of the package and damaged product.
The customer does not need to handle the claim directly with the carrier. Mavaja will submit any required transport damage claim and agree with the customer on how the defect will be remedied.
The damaged product and shipping package must not be discarded until Mavaja or the carrier has confirmed that they are no longer required for investigating the damage.
The defect will be remedied by repairing the product or providing a defect-free replacement within a reasonable time and without cost or significant inconvenience to the customer. If this is not possible, the customer may be entitled to a price reduction or cancellation of the purchase.
If there is a packing error
If we have delivered the wrong product or quantity, or if an ordered product is missing from the shipment, contact Mavaja customer service as soon as possible.
Include the following information:
- the order number
- the product that is missing or was delivered incorrectly
- a photograph of the contents of the package and, where relevant, the incorrectly delivered product
- a photograph of the packing slip, if one was included in the package.
Do not return an incorrectly delivered product before receiving return instructions from Mavaja.
Mavaja will correct the packing error without cost to the customer. The missing or correct product will be sent as soon as possible, or another appropriate solution will be agreed with the customer.
If an incorrectly delivered product must be returned, Mavaja will arrange the return or provide free return instructions.
The customer must contact Mavaja before taking any action that may cause additional costs. Mavaja is not responsible for unnecessary or unreasonable costs that the customer could have avoided by first contacting customer service.
Any reimbursable costs must be necessary as a result of the error, reasonable and supported by a receipt or other reliable evidence.
Binding nature of an order
An order placed by the customer becomes binding when it has been confirmed in the online store.
Mavaja will send an order confirmation to the email address provided by the customer. The customer must check the products, quantities, prices, delivery method and recipient information shown in the order confirmation.
If the order confirmation contains an error, the customer must notify Mavaja customer service as soon as possible.
Mavaja may cancel an order if the price or other product information contained an obvious error that the customer should reasonably have understood to be incorrect, or if delivery of the order is impossible because of a force majeure event. In such circumstances, Mavaja will notify the customer without delay and refund the amount paid using the original payment method.
If a product cannot be delivered within the stated time because of a stock-record error or another availability problem, Mavaja will contact the customer and agree on a revised delivery time, a replacement product or cancellation of the purchase.
Cancellation before dispatch and the consumer’s 14-day right of withdrawal are governed by the relevant sections of these terms.
Prices
Current product prices are displayed in the Mavaja online store. Prices are stated in euros and include value added tax for consumer customers.
The final total price of the order, including taxes and any delivery or other additional charges, is displayed at checkout before the order is confirmed.
Mavaja reserves the right to change product prices. A price change will not affect an order that has already been confirmed.
A price displayed in the online store is generally binding. Mavaja may nevertheless cancel an order if the product price contains an obvious and material error that the customer should reasonably have understood to be incorrect. This may include, for example, an exceptional zero price or a price that is clearly and substantially lower than the normal price level of the product.
If an order is cancelled because of an obvious pricing error, the customer will be informed as soon as possible and the amount paid will be refunded in full using the original payment method.
Prices in different EU countries
For consumer orders delivered within the European Union, value added tax is generally determined according to the country of delivery.
The online store may identify the customer’s location based on the internet connection. The country may not always be identified correctly, for example because of a VPN connection, a company mobile subscription or a workplace network. The internet connection may therefore appear to be located in another country even if the customer is in Finland.
If the online store identifies the location incorrectly, product prices may initially be displayed using the wrong country’s value added tax rate, or it may not be possible to complete the order.
In such circumstances, the customer may disable the VPN connection, use another internet connection or contact Mavaja customer service.
The customer must select the correct delivery country at checkout. Final product prices including value added tax, delivery charges and the total order price are determined according to the delivery country selected at checkout and are displayed before the order is confirmed.
Value added tax rates vary between EU countries. The final product price may therefore change after the correct delivery country has been selected.
Waiting list
The customer may join the waiting list for an out-of-stock product by entering an email address on the product page.
When the product is available again, the online store will automatically send an email notification to customers who have joined the waiting list. The notification does not reserve the product or guarantee its availability. The product remains available for purchase by all customers while stocks last.
Joining the waiting list does not guarantee that the product price will remain the same as it was when the customer joined. The current price will be displayed in the online store when the product is available for purchase again.
The waiting-list function automatically creates a customer account. The customer will receive information about the account by email. The email address and customer account information will be processed in accordance with the Mavaja Privacy Policy.
Payment service provider
The payment processing and payment service provider is Paytrail Oyj, in cooperation with Finnish banks and credit institutions.
Paytrail Oyj will appear as the recipient of the payment on the customer’s bank statement or card statement and will transfer the payment to Mavaja. Paytrail Oyj is a licensed payment institution.
Questions concerning products, deliveries, returns and complaints should primarily be addressed to Mavaja customer service.
Paytrail Oyj
Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Finland
Telephone: +358 207 181 830
[www.paytrail.com](http://www.paytrail.com)
Force majeure
Mavaja is not liable for loss caused by a delay in delivery if the delay results from an unforeseeable event beyond Mavaja’s reasonable control that Mavaja could not reasonably have been expected to take into account when the order was placed and whose consequences Mavaja could not reasonably avoid or overcome.
A force majeure event may include, for example, an exceptionally extensive labour dispute, war, an order issued by an authority, an import or export prohibition, a serious natural disaster, a widespread disruption of society or another comparable exceptional event.
Ordinary fluctuations in demand, a product being out of stock, routine delivery problems of a supplier or foreseeable weather conditions are not generally considered force majeure events.
Mavaja will inform the customer of a force majeure event and its estimated effect on delivery as soon as possible.
If the event causes a substantial delay or makes delivery impossible, the customer retains the rights provided by applicable consumer protection legislation. These may include setting a reasonable additional period for delivery or, in certain circumstances, cancelling the purchase. If the purchase is cancelled, Mavaja will refund the payments received from the customer without undue delay.
Reclamations & warranty
If a product is defective or does not conform to what was agreed, contact Mavaja customer service as soon as possible after discovering the defect.
We recommend submitting the complaint in writing. Include:
- the order number
- the name of the product
- a clear description of the defect and how it occurs
- when the defect was discovered
- photographs or a video of the defect, where reasonably possible.
Do not return the product before receiving instructions from Mavaja. If the product must be sent to Mavaja, it must be clean and dry.
Mavaja will determine whether the product has a defect covered by statutory consumer protection rules. A commercial warranty and statutory liability for defects are separate matters. A product may have a defect for which the seller is responsible even if the manufacturer’s warranty has expired or the product was not supplied with a separate warranty.
Statutory liability for defects does not cover, for example:
- normal wear and tear
- use contrary to the instructions or unsuitable for the intended purpose of the product
- damage caused by insufficient maintenance or improper storage
- damage caused by overheating or long-term exposure to ultraviolet radiation
- damage caused by a sharp object, incorrect packing or another external cause
- alterations or repairs made by the customer where they are connected to the reported defect.
If the product is defective, the defect will be remedied by repairing the product or replacing it with a defect-free product within a reasonable time and without cost or significant inconvenience to the customer.
If repair or replacement is not possible, cannot be completed or would cause unreasonable costs, the customer may be entitled to a price reduction or cancellation of the purchase. Cancellation requires that the defect is not minor.
The customer must contact Mavaja before taking any action that may cause additional costs. Any reimbursable costs must be necessary as a result of the defect, reasonable and supported by a receipt or other reliable evidence.
Resolution of disputes
These terms and purchases made through the Mavaja online store are governed by Finnish law. This choice of law does not restrict any mandatory statutory rights of a consumer customer.
Any disagreement should first be addressed through negotiations between the customer and Mavaja. The customer must first contact Mavaja customer service and state the claim and its grounds.
If a dispute between a consumer and Mavaja cannot be resolved through negotiation, the consumer may contact the Consumer Advisory Services of the Finnish Competition and Consumer Authority.
If the matter cannot be resolved with the assistance of the Consumer Advisory Services, the consumer may refer it to the Finnish Consumer Disputes Board. The Consumer Disputes Board issues recommendations for resolving disputes.
Consumer Advisory Services:
[www.kuluttajaneuvonta.fi](http://www.kuluttajaneuvonta.fi)
Consumer Disputes Board:
[www.kuluttajariita.fi](http://www.kuluttajariita.fi)
The consumer also has the right to bring the matter before a competent court.
Seller information and contact details
The Mavaja online store is operated and the products are sold by:
Oy Helmer Ekblad Ab / Mavaja
Business ID: 0107537-0
Koskelonkuja 1 A 13
02920 Espoo
Finland
Email: [[email protected]](mailto:[email protected])
Telephone: +358 44 779 1359
Telephone service on business days from 10:00 to 15:00 Finnish time. The number does not receive text messages.
Website: [www.mavaja.fi](http://www.mavaja.fi)
Returned products must not be sent to the address above unless the customer has first received return instructions from Mavaja.