Terms and Conditions

Please read these terms and conditions carefully before ordering from our online store. By placing an order, you agree to comply with these terms and conditions.

Terms and conditions in brief

Summary of fees and costs

The table below is a summary of potential exceptional costs on domestic orders mentioned in the terms 

1. GENERAL TERMS

Avoris online store is maintained by Avoris Oy (1877725-6). The following terms and conditions apply to the commercial relationship between Avoris Oy and its customers. Avoris Oy reserves the right to unilaterally change the terms and conditions without prior notice. Orders are subject to the Consumer Protection Act and the terms and conditions valid at the time of ordering, which can be found on Avoris Oy's website. Changes in the law take effect immediately as such unless otherwise provided by law.

Avoris Oy is not responsible if the delivery of the order is prevented, hindered, or delayed by a factor beyond Avoris Oy's control, such as war, natural disaster, export or import ban, authority decision, disruption of public transport, or other similar activity hindering or preventing Avoris Oy's operations.

2. CUSTOMER

Avoris online store sells products to adults and, with the consent of a guardian, also to persons under 18 years of age (hereinafter consumer) as well as to companies and organizations in Finland and certain other European countries.

Consumer trade complies with the valid Finnish and European Union consumer protection legislation. Avoris Oy's terms and conditions are not valid insofar as they limit the consumer's rights determined by mandatory legislation. The consumer customer is obliged to provide complete contact information when placing an order, including at least name, address, phone number, and email address.

Trade between corporate/organization customers and Avoris Oy is subject to the Finnish Sale of Goods Act unless otherwise stated in these terms. Corporate or organization customers are required to provide a full name, address, contact person's name, phone number, email address, and a possible separate billing address for invoice customers.

Customers may be sent a product review invitation 30 days after the order, responding to which is voluntary and concerns only the products purchased by the customer.

Customer data is stored in Avoris Oy's customer register and used for maintaining and managing the customer relationship.

3. BINDING ORDER

After placing an order, the consumer undertakes to monitor their email to receive the order confirmation. A binding sales contract comes into effect when Avoris Oy has sent an order confirmation by email. The consumer has the right to cancel the entire order or parts of the order by email, letter, or phone before the order is delivered. Avoris Oy has the right to cancel the order by invoking the Fair Play policy (section 10 of the terms).

Delivery has taken place when part of the order has been delivered to the consumer or a notification that the order is available for pick-up at the post office has been sent. After the consumer has placed the order, Avoris Oy does not have the right to change the terms and conditions. Communication between the parties takes place either by email (myynti@avoris.fi), by letter (Avoris Oy, Haaransuontie 13 B 1, 90240 Oulu), or by phone (08-337307).

4. PRODUCT PRICES, AVAILABILITY, AND DELIVERY TIME

The prices of products shown in the online store include VAT. If there are clear price errors in the products that the customer can be assumed to have understood, the products will not be sold at clearly lower prices. If the price of the product rises before the shipment is processed, the products will be delivered at the original order price. If the price drops before processing, we always deliver the products at the new lower price. We reserve the right to changes in prices and shipping costs.

Product availability and estimated delivery time can be found on product-specific pages, and the information is also shown specifically for each product in the shopping cart and order confirmation.

• If the order is placed Mon-Thu by 13:00 and the product is in our stock, we generally hand it over to the post for transport on the same day.
• Orders placed after 13:00 Mon-Thu, on Fridays, or on weekends generally leave on the next business day.
• If the product is not in our stock, its estimated delivery time is stated specifically for the product.
• Delivery time estimates are prepared based on information provided by importers and manufacturers. Avoris Oy is not responsible for delays caused by unforeseeable changes beyond its control.
• We do not deliver orders as partial shipments; products ordered in the same order are delivered in one shipment when they have all arrived at our warehouse.
• Responsibility for lost shipments lies with Avoris Oy. If the order has not arrived within 14 days of shipment, we will file a loss report with the post office upon contact from the customer. Before that, the customer can inquire about the shipment at their own post office.

7. EXCHANGE AND RETURN

1) Regarding domestic orders Avoris Oy offers consumer customers of the online store a free ) exchange and return right for unused products in accordance with the conditions below.
) Exceptions to the free exchange and/or return right are products that have already been exchanged once, as well as bulky products, for which exchange or return may be subject to a fee. Information on whether exchange or return is subject to a fee can be found without exception on the product pages of the products in question.

2) Regarding orders delivered to Sweden Avoris Oy offers consumer customers of the online store a free exchange right for unused products in accordance with the conditions below. Return upon cancellation of the transaction costs 9.90 euros, which is deducted from the refund made to the customer.

3) Regarding orders delivered abroad (other than Sweden) shipping costs are not refunded for product returns and the customer pays the costs incurred from the return. Similarly, for product exchanges of orders delivered abroad, the customer is responsible for all shipping costs.

RIGHT OF EXCHANGE AND RETURN

According to Chapter 6, Section 14 of the Finnish Consumer Protection Act, the consumer customer has a right of exchange and return subject to the restrictions mentioned in Section 16 of the same chapter (see restrictions under the heading "Exceptions to the right of return").

The right of return (14 days) applies only to unused and resellable products in intact original packaging. The customer can inspect the product in the same way as in a store to check the properties and functionality of the goods. The product is not unused if it shows clear signs of wear and/or dirt.

Please also familiarize yourself with the Finnish Competition and Consumer Authority's guidelines on the condition of returned goods (in Finnish).

• If the consumer does not keep the goods substantially unchanged, Avoris Oy has the right to charge a sum corresponding to the decrease in the value of the goods.
• If the goods have become unfit for sale as new due to use, the company may refuse to refund the sum paid by the consumer entirely.
• If the product has a minor amount of dirt or odor nuisance that is easily removable without machines, we charge a 9.90 euro cleaning fee for this.
• For an unwarranted return, we charge a service inspection fee of 19.90 euros.
• For an original sales package damaged due to careless or negligent handling, we charge a compensation of 9.90 euros.
• The customer must always notify the seller of the return and cancellation of the transaction. Merely failing to pick up the goods or returning them is no longer sufficient to cancel the transaction. If the customer leaves the package unclaimed without notifying Avoris Oy, Avoris is entitled to charge the customer delivery/handling costs worth 19.90 euros.
• The consumer must submit a cancellation notice to the online store within 14 days of receiving the shipment and return the goods within 14 days of the cancellation notice. The cancellation notice can be made, for example, by replying to the original order confirmation via email and announcing the cancellation.
• Regarding domestic orders: although by law return costs can be charged to the customer, in Avoris Oy's online store the consumer can still generally return the product(s) at the seller's expense by using our postal customer return contract. The customer return number can be found on the return form that came with the order.
• Note! Exceptions are bulky shipments for which return may be subject to a fee and clearance products, for which return is always subject to a fee (8.90e). Information on the return fee can be found without exception on the product pages of the products in question under the "Add to Cart" button. Paid shipping costs selected by the customer in connection with the order are not refunded if the customer returns the ordered products.
• If the customer returns a product that has already been exchanged once, the return costs in this case are 12.90 euros.
• If the customer returns part of the products and subsequently the total sum of the order falls below the free shipping limit (60 euros), shipping costs of 3.90 euros will be added to the order.

ACT AS FOLLOWS IN EXCHANGE AND PRODUCT RETURN SITUATIONS

1. Check that the product you want to return or exchange is in resaleable condition. It is the customer's responsibility to try on the product so that no traces of use remain. Also, ensure that the product to be returned or exchanged does not have dirt or pet hair caused by trying it on. Hygiene products, such as socks or gel products that come against the skin, unfortunately cannot be returned for hygiene reasons (unless it is a defective product).
2. Make a cancellation or exchange notification to Avoris Oy within 14 days of receiving the shipment. It can be done, e.g., by replying to the original order confirmation via email and notifying of the return.
3. Pack the products in their original product packages and additionally in a shipping package. Never glue, staple, tape, or write anything on the original product packages.
4. Attach the information according to the list below * depending on return or exchange, so that its processing proceeds more effortlessly.
5. Write the return address below on the package and add the customer return number found on the return form that came with the order confirmation.
   AVORIS OY, HAARANSUONTIE 13 B 1, 90240 OULU
6. a) Domestic orders: NOTE! Take the product to the nearest Posti or Matkahuolto point and give the customer return shipment to the clerk. State that it is a customer return shipment to the company Avoris Oy and provide them with our customer return number found on the return form. Always leave the return at the counter with a customer service agent and ask for a receipt for your customer return, because if the shipment is lost, we cannot compensate for the product if there is no return receipt and proof of return. Also check that the recipient information on the receipt is correct. We do not redeem shipments sent to us by cash on delivery, nor do we compensate for costs incurred by the customer for such a shipment.
   b) Orders to Sweden: Glue the return address card that came with the order onto the package and take the return package to any DHL pickup point: https://paketshopfinder.dhlpaket.at/
   c) Orders abroad (other than Sweden):  Return the package at your own expense and in the manner of your choice to the address: AVORIS OY, HAARANSUONTIE 13 B 1, 90240 OULU, FINLAND

INFORMATION TO BE ATTACHED WITH EXCHANGE OR RETURN *

PRODUCT EXCHANGE (only if exchanging for a product of the same price):

• carefully filled out return form that came with the order/order confirmation (order number, name, address, and phone number)
• copy of the packing slip
• write the details of the returning product in the text field as well as the same-priced product you want in its place

PRODUCT EXCHANGE FOR A PRODUCT OF A DIFFERENT PRICE:

• carefully filled out return form that came with the order/order confirmation (order number, name, address, and phone number)
• return the product you ordered according to the "Product Return" instructions below and place a completely new order for the new product; these will be processed as separate cases.

PRODUCT RETURN:

• carefully filled out return form that came with the order/order confirmation (order number, name, address, and phone number)
• bank account number (not needed if returning an order made with a Klarna invoice that has not been paid)
• copy of the packing slip, Klarna order specification, unpaid Klarna invoice, or partially paid Klarna invoice if only part of the order's products are being returned

REFUNDS / SENDING EXCHANGE PRODUCTS

We aim to refund payments to the customer always as quickly as possible. Please note that customer returns arrive back slower than deliveries to customers. If it is a return, the money is refunded/payment or invoice is cancelled via the same channel as it was made in connection with the online store order. The legal requirement for refunding money is within 30 days of the product return. If Klarna is the payment intermediary, you will receive information about the matter by email from Klarna after the return.

If it is an exchange, the replacement product will be sent immediately after processing or when we receive the replacement product in our warehouse.

NOTE! We do not refund paid shipping costs selected by the customer when the transaction is cancelled; instead, they are deducted from the sum refunded to the customer.

8. WARRANTY AND LIABILITY FOR DEFECTS

Unless otherwise defined, products sold by us have a 6-month warranty covering material and manufacturing defects.

Primarily, the warranty is determined according to the warranty terms defined by the manufacturer. The buyer is obliged to familiarize themselves with the warranty terms delivered with the product before taking the product into use. Warranty terms can be found in the user manuals, on a separate warranty form, or at the web address indicated by the manufacturer.

Avoris Oy reserves the right to verify the reported defects in the products.

Costs of an unwarranted return will be charged in full to the buyer if the product has clearly been sent for warranty service without cause.

9. COMPLAINTS

If the consumer has been delivered the wrong product, the product is damaged, etc., the consumer must notify Avoris Oy of the matter within a reasonable time (within 8 days of receiving the product), either by email to myynti@avoris.fi or by post to Avoris Oy, Haaransuontie 13 B 1, 90240 Oulu. The incorrect delivery is returned free of postal charges according to instructions given by Avoris Oy, and the Return Form that came with the order must be attached. Returning takes place after making the complaint. Upon receiving the returned goods, Avoris Oy will, according to the customer's wish, refund the possibly already paid purchase price immediately to the customer or alternatively exchange or repair the defective / wrong product.

Despite careful packaging, packages can be damaged during postal transport. Therefore, it is good to check its condition already when picking up the package in the presence of the postal clerk. A complaint about transport damage is made to the carrier of the goods. If the package has been damaged in transport and the ordered product is also damaged, make a damage report to the post office immediately. After this, contact our customer service to agree on the delivery of a new product.

Complaints are processed only in writing. A free-form complaint can be delivered either by email to myynti@avoris.fi or as a letter to Avoris Oy's address.

The consumer customer has the right to bring disputes arising from this contract to the Consumer Disputes Board for resolution. The customer can file a lawsuit concerning disputes against Avoris Oy either in the Oulu District Court or in the district court of their own place of residence in Finland. Legal fees are not reimbursed because Consumer Advice and the Consumer Disputes Board offer help in resolving disputes free of charge.

10. FAIR PLAY POLICY

TO SHOP AT THE AVORIS ONLINE STORE

• order products always with the intention of keeping them. This point never prevents you from using your statutory right of return or exchange nor the free return offered by Avoris in accordance with our terms and conditions
• do not attempt to commit fraud or otherwise act with the intention of violating applicable laws
• do not give false information or misleadingly present yourself as a company if you are a consumer or as a consumer if you are a company
• do not pressure or threaten our staff in connection with purchases or returns

PRACTICES THAT CAN BE CONSIDERED AGAINST THE FAIR PLAY POLICY

• oversized and abnormal buying and return behavior
• ordering a considerably large quantity of products for the same purpose (exceptions must be agreed upon separately)
• attempted fraud in connection with a return, such as false claims about lost products, impersonating a consumer to make purchases but subsequently, for example, marketing or selling the products through a company, buying products to try on for business activity and subsequently returning them invoking the right of cancellation concerning only consumers,
• attempted fraud, abuse of discount codes, gifts, or offers, or encouraging the placement of a fake order to gain a benefit