Registration is voluntary
Registration is not required to place an order. However, it is worth to register, as creating a customer account will make it easier for you to do business with our online store. Once registered, it will be easier and faster for you to process your orders, as well as track your order history. Creating and using your own customer account is completely secure.
Delivery costs and delivery options in Finland
Delivery methods can be selected using services of Posti and Matkahuolto. Orders over € 60 are delivered free of charge with Matkahuolto’s Lähellä parcel, in which case the parcel is to be picked up at Matkahuolto’s pickup point or parcel machine. At an additional cost, you can choose other delivery methods available for your order, such as home delivery.
Pickup from our warehouse € 0.00
Pickup to be always agreed separately, our warehouse is situated in Mankkaa, Espoo. You will get exact pickup address and pickup instructions by e-mail as soon as your parcel is ready packed.
Small post package – Posti Pikkupaketti € 5.50
Delivery time is usually 1-3 working days. Package will be delivered together with daily mail to the mailbox. This delivery method is available for small and light products, maximum thickness of package is below 3 cm.
Post package – Postipaketti € 9.90
The package to be picked up from Posti pickup point or parcel machine. Delivery time is usually 1-2 working days.
Post Home Package – Kotipaketti 14.90 €
You will be notified of the incoming parcel via SMS to agree on a delivery time. The delivery is possible in larger cities until 9 p.m. In other places until 2 p.m. If you are not present to receive the shipment, the parcel will be delivered to the nearest post office or pickup point for collection.
Delivery by post to the workplace – Express paketti 14.90 €
As a rule Posti should deliver Express parcel by 4 pm on the next working day. Check delivery time from this link. You will not be contacted separately during delivery. If you are not present to receive the shipment, the parcel will be delivered to the nearest Posti pickup point for collection.
Matkahuolto parcel services
As a rule Matkahuolto’s packages are leaving our stock daily at 11 am. So, placed orders will be packed and sent over only the next working day.
Matkahuolto XXS package € 4.90
Delivery time is usually 1-3 working days. This delivery method is available for small and light products of maximum thickness below 3 cm. Seven days storage time at the parcel machine and fourteen days at pickup points. After 7 or 14 days the parcel is returned to the sender. For uncollected orders and orders for which no cancellation notice has been made, we charge a handling fee of € 19.90 (incl. VAT 24%)
Matkahuolto Lähellä parcel € 7.90
Over 60 € order, shipping in Finland by Lähellä parcel 0.00 €
Pickup from Matkahuolto’s pickup point or parcel machine. Delivery time is usually 1-3 working days. Seven days storage time at the parcel machine and fourteen days at pickup points. After 7 or 14 days the parcel is returned to the sender. For uncollected orders and orders for which no cancellation notice has been made, we charge a handling fee of € 19.90 (incl. VAT 24%)
Matkahuolto Home delivery parcel – Kotipaketti parcel € 14.90
Delivery time is usually 1-3 working days. You will be notified of the incoming parcel via SMS to agree on a delivery time. The shipment includes tracking.
More details for Posti parcels pick-up times in this link.
More details for Matkahuolto parcels pick-up times in this link.
International delivery costs and delivery options in the EU
We supply our products only to selected EU countries. For shipments outside Finland we use the services of Posti and GSL. Valid delivery options and delivery costs are displayed on the checkout page. If you can’t find your EU country on the delivery list, please contact us by e-mail and we will check are we able to add your country to delivery list, thank you.
Delivery costs are always added to orders delivered outside Finland; we do not offer free shipment abroad. The delivery costs can be seen on cashier page.
If we have the product on stock, the estimated delivery time is one to three (1-3) working days. Within that time the parcel will be delivered to the carrier. Posti and Matkahuolto deliver the shipments ahead in about 1-3 days, depending on the destination of the parcel.
More details of delivery times
Matkahuolto pick the parcels up from our warehouse in the morning hours, before 10 am. When you place your order for the delivery via Matkahuolto, your parcel will leave our warehouse the next morning. Posti parcels are picked up from our warehouse in the afternoon, at 4 pm. When you place your order for delivery via Posti, there is a good chance to ship your parcel from our warehouse the same day. So if you urgently need to get the parcel on the way, we recommend you to choose Posti. In this case please contact us before ordering to check whether your order can be still processed in time for shipping the same day. In case you would like to receive the parcel within the particular time, please contact us before ordering. The required time must also be mentioned separately in your order. We will do our best to satisfy your wish, if it only is technically possible. The additional costs of this operation will be on your account. When you place the order for several products for which Mavaja has notified different delivery times, the whole parcel will be shipped within the latest notified time. Mavaja delivers products to Finland and selected European countries.
Cancellation of the order before it is handled to carrier
The order can be cancelled if it has not yet been delivered to the transport company. You can cancel your order by replying to our order confirmation e-mail or by calling us. If the order has been already handled to the transport company, the parcel must be returned in accordance with the customer’s return instructions.
14-days free return in Finland for unused normal price products
We offer a 14-days free return policy in Finland for unused, salable normal priced products that are in their original packaging. The product (s) must be in the condition in which they were delivered. The product may be inspected in the same way as it would be possible in a normal stationary shop. Returns must be notified within 14 days from receipt of the ordered products (excluding the date of receipt) and the goods must be returned not later than 14 days after the cancellation notice. To prove the return time and return shipment, you should request from your shipper a receipt. If there is no receipt available and the shipment is lost en route, we cannot refund the return at all.
The right of free return does not apply to outlet / discounted products or partially refundable orders. See Outlet / Refund Returns and Refunds. Return costs must be paid by the returner / we will deduct them from the refundable amount. Please note: Business customers have no right of return.
You have the right to return purchases made in our Webshop within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind. We do not offer free returns, so if you want to return any of the items you ordered, you can do it by paying the return cost yourself. Please contact us for returning instructions.
The 14-day call-off period does not apply to all purchases. Some of the exceptions are: ropes, cords, tapes that are cut on customers demand.
Notification of return
A notification of return must be made by e-mail to firstname.lastname@example.org. Upon arrival of the notification Mavaja.fi will e-mail back the respective instructions for the return. A receipt for the return shipment must always be requested to prove that goods have been returned.
The free return (only in Finland) applies only to one shipment (includes normal priced products). If some product or part of it have been left out of the original return shipment and it needs to be shipped afterwards separately, these shipping costs need to be paid by the sender. However, if the return of the missing product or part of it is made with the mavaja.fi customer return number, we will charge a fee of € 10.90, which will be deducted from the returned amount.
We do not refund freight costs paid by the customer himself /herself and we do not redeem the return shipment which has been sent on “cash on delivery” terms.
Uncollected orders in Finland
For parcel which is not collected and was not notified earlier as cancelled order we charge a fee of € 19.90 (incl. VAT 24%). In other words, we will refund € 19.90 less than the value of the order. Please note that for instance the Post Office stores the packages for only 7 days, after which time the parcel is returned to the sender.
Uncollected international orders (outside Finland)
For parcel which is not collected and was not notified earlier as cancelled order we charge a fee of € 29.90 (incl. VAT 24%). In other words, we will refund € 29.90 less than the value of the order.
Packing of the product for return shipment
If only possible, please return the product in the same package that you received it. Do not ship the product only in its own sales package without the outer package. Soften the contents of outer package so that the products and products’ original sales packages are not damaged on the way. Use even a newspaper or other suitable material if the original protection pads are not available. Add a receipt / an order confirmation to the shipment, if possible. If the receipt or the order confirmation is not available, write down your personal contact information (name, address, telephone number, e-mail), the name of the product(s) to be returned, and your order number, which can be found on your order confirmation.
Returned product unsalable
If the returned product proves to be unsalable, it is used, soiled, broken, or the sales packaging is missing its essential parts, the product will not be refunded in full amount. Each case is individually considered and the compensation is agreed on a case-by-case basis. Products containing animal hair are not accepted as the return products as their resale is impossible due to risk of allergies.
Refund of payment
Mavaja is obliged to refund your payment promptly or at the latest within 14 days from the receipt of your notification of cancellation. We do have the right to delay refunding until return shipment is received by us and the condition of returned products is checked. If the returned product proves to be unsalable, the refund of payment will be agreed separately on case-by-case basis.
When orders delivered in Finland are returned in full, we refund the return shipping costs according to the cheapest delivery method. As a rule, it is Matkahuolto’s local package € 7,90, unless a cheaper XXS package or Pikkupaketti has been chosen as the delivery method. For example, if you have chosen Matkahuolto’s home delivery Kotipaketti package as an additional service, which is worth € 14.90, we will not refund it.
Non-refundable are also costs of “Cash on delivery” return shipments as well as return shipment costs if only the part of order products is returned.
Products broken during transport
Sometimes, despite of careful packing, packages can be damaged during transport. If the package has been damaged during transport and if the ordered product (s) has also been damaged, a damage report must be made to the transport company and to Mavaja. Then you are asked to contact our customer service to agree on the delivery of the new product. Please also provide us with images of the damaged parcel and the damaged products.
What if we have made a mistake during packing?
If we have accidentally delivered the wrong product to you or some product is missing from delivery, please contact us, preferably by email.
Outlet / discount / bargain sales products and their return
If you want to return an Outlet / discount price / bargain sales product, you must pay the cost of the return yourself. If you return normal price products in the same shipment, you must also pay the return costs yourself. If our customer return code is used for the return, we will charge a fee of € 10.90 for the return.
Please contact us for returning instructions.
Binding nature of the order
Communication between the parties takes place primarily by e-mail. After placing his / her order, the buyer undertakes to monitor his / her e-mail to receive the order confirmation.
The binding sales agreement enters into force when Mavaja has sent an order confirmation by e-mail.
The buyer has the right to cancel the entire order or parts of the order by e-mail or telephone before a shipment of the order. The shipment has taken place when the customer is provided by e-mail with a tracking code or a notification of delivery.
Prices and taxes
The valid price is the price that is in the Mavaja online store at www.mavaja.fi. The valid price is in Euros (EUR). Mavaja reserves the right to change prices, for instance in a situation when there has been a clearly incorrect price in the online store or even a zero-priced product. In this case, Mavaja has the right to cancel the entire order.
Processing and delivery costs will be added to the order delivered to Finland if the value of the order is less than € 60. Mavaja will charge processing and delivery costs 7.90 € / shipment or the price of the chosen delivery method.
Delivery costs are always added to orders delivered outside Finland; we do not offer free deliveries abroad. The delivery costs can be seen on cashier page.
Our prices include local VAT (24 % or 14 % depending on product), and we deliver the goods only to European Union countries.
Terms of payment
Payment is made in advance via Paytrail. Paytrail also offers the option to pay against invoice.
Mavaja shall not be liable for any disturbance, impediment or delay in the delivery of the order due to a circumstance beyond Mavaja’s control, such as a strike, natural disaster, export or import ban, decision of authorities, disruption of public transport or any other similar events impeding or hindering Mavaja’s operations.
If a product has a manufacturing defect or does not work as it should, you have the right to complain about the product.
Please note that the warranty does not cover normal wear and tear and misuse of the product. Products that are overheated or brittle from the sun are also not covered by the warranty.
For example, if you push the net spreading sticks or tent pegs into the bag and the fabrics of the hammock or tent tear, this is not a defect that qualifies for a complaint. Or if you cut the product when you open the package, there is no warranty.
Preferably contact us by e-mail, of course you can call, but we will very likely ask you for pictures / written explanation of the defect. Let us first clarify things in writing before we ask you to return the product for our inspection.
In warranty matters we follow the Consumer Protection Act and of course we also use our own common sense. In general, our primary responsibility is to repair the product, if it is possible. If repairing is not possible, the customer has the option of having a replacement with the new product or the refunding of the product’s price.
Please note that when you send us the product you are complaining about, it must be clean and dry.
Resolution of disputes
The Finnish law shall apply to disputes and disagreements arising from this distance sales agreement.