DELIVERY TERMS AND RETURNS

DELIVERY TERMS

Deliveries

You can order both Stock Products and custom products from us. We have stock products in our own warehouse, while custom products we first order from our suppliers. If your order contains at least one order product or custom product, we will wait for this to arrive in our warehouse before sending your order. The entire order is therefore sent at once. The products are clearly marked whether they are in stock or whether they are an Order Product / arriving in stock. We cooperate with Posti and use their delivery services. Parcels are delivered to the nearest Posti pick-up point or to Posti's parcel machine. Shipping costs for deliveries to mainland Finland are € 5.90-€ 7.90 including VAT. 

Note! Important information about delivery times. If your order contains only Stock Products, we will usually ship your order within 3 business days. Otherwise, the time of shipment will be stated in the order confirmation. Normal transport time to Finland is 4-5 working days.

Carriage liability

We are responsible for products that are damaged during delivery. If you notice shipping damage to the package you received, please take a picture of the package immediately on site at the post office, or at home at the latest. It is important that you document any damage to both the packaging and the products. Also document if anything is missing. It is also important that you complain about transportation directly at your post office. Also contact us so we can help you obtain compensation for damaged / missing products.

We are also responsible for products that disappear during delivery. Please contact us if you have not received your package within a reasonable time so that we can help you move forward.

When you return a product, you as the customer are responsible for the products. It is therefore very important that you pack the products so well that the product or the original packaging is not damaged. Do not use the original packaging as a postal package, as it may be damaged. If the Original Packaging is damaged, we may charge the customer compensation for the reduction in the price of the product. Damage does not mean the normal opening of the package for testing the product, but damage that has come from unreasonable handling.

Unclaimed packages

For non-redeemed products, we charge a total of € 30 for freight, return and handling fees. Large shipments are subject to a surcharge in accordance with the price list.

Complaints

If you want to complain about a product, always contact our customer service at sisuoutdoor@gmail.com. Be sure to include your order number in the message. If possible, send a picture (s) of the product, as this will often make it easier and faster to process your complaint.

In Finland, you have the right to complain about the product for 2 years from the date of purchase. The right of claim applies to a manufacturing or material defect that already existed when the product was delivered. Damage caused by wear, careless handling, or damage / accidents is not covered by the warranty.

The complaint should be made as soon as possible after the error was discovered. The product must be clean when shipped to us. Once we receive the returned product, we will process the matter within 30 days.

Disputes

In the event of a dispute, we will try to resolve the situation primarily through negotiations with the customer. If no joint solution is reached, the customer can contact consumer advice for mediation assistance. If necessary, the matter can be referred to the Consumer Disputes Board.

Prices, products and offers
The product images found on our website may differ slightly from the actual appearance and nature of the product. We reserve the right to change product information and prices without notice.

Sisu Outdoor reserves the right to change the information afterwards due to possible errors in the product information, prices or other information found on the website. We reserve the right to correct any information regarding possible price errors, promotional codes, sales, stock balance, changes in product specifications, and any spelling errors on our website or in our advertisements. We also reserve the right to correct any technical problems on the site. We reserve the right to cancel any incorrect orders.

RETURNS

Right of return

Sisu Outdoor offers a 14-day right of return from the day you receive the product to that day
until you leave the product at the post office. The right of return includes a 14-day right of cancellation.

Refunds for an approved refund will be made within 14 days of the return being received and processed. Please note that we do not offer a free refund and that the customer is responsible for the cost of the refund. The product must be returned in a marketable condition, in intact and original packaging, with all product labels.

If the customer has handled the goods more than what is
necessary to establish its basic characteristics and/or functionality, Sisu Outdoor has the right to charge compensation for the use of the product. We would like to urge caution when handling goods that may be returned. When the product is returned in good condition and it can be seen that it
has been handled only to establish its nature, characteristics and/or functionality, the full price of the product will naturally be returned to the customer. We recommend the same caution with the product packaging (eg shoe box) as this may affect the value of the product. If the product packaging is more damaged
than what is required to open it, compensation may be charged for the depreciation of the product. This is decided on a case-by-case basis. Note! Product packaging does NOT mean the outer wrapper / package in which the order is delivered.

We reserve the right to pick up a return if it is sent to a return address other than the one provided. Pack the return carefully. You can use the same packaging (outer packaging bag or carton) as where the products were sent to you.

We also ask you to fill out a return form and
send it with the return on the package. If the return form was not included with the order or has been lost, please contact Sisu Outdoor at sisuoutdoor@gmail.com so that we can send you a new one. 

Note! 14 day right of cancellation
does not apply:

Products that have been made to meet the specific requirements of the consumer to suit the specific customer, or otherwise modified to suit personal needs - eg skis with drilled bindings or skis with prepared bases.

Return

We are not responsible for the return costs, but the customer is responsible for the costs of the return. When you return a product, you as the customer are responsible for the products. It is therefore very important that you pack the products so well that the product or the original packaging is not damaged. Do not use the original packaging as a postal package, as it may be damaged. If the Original Packaging is damaged, we may charge the customer compensation for the reduction in the price of the product. Damage does not mean the normal opening of the package for testing the product, but damage that has come from unreasonable handling.

Unclaimed packages

For non-redeemed products, we charge a total of € 30 for freight, return and handling fees. Large shipments are subject to a surcharge in accordance with the price list.