Terms and Conditions

Last updated: October 25, 2025

These Terms and Conditions ("Terms") govern your use of our website and services. By accessing or using our website, you agree to be bound by these Terms.

1. General

Suomen Pehmeä Ikkuna Oy (Business ID 1715613-2, Teollisuustie 10, 54800 Savitaipale, Finland) sells Pikkuna-branded products to private individuals and companies primarily in the European region. Orders placed through the online store (pikkuna.fi) are subject to these terms and the legislation in force at the time. We reserve the right to update these terms with reasonable notice. Changes will be posted on this page with an updated "Last updated" date, and will not affect orders already confirmed. Your continued use of our website after changes are posted constitutes your acceptance of such changes.

If these terms conflict with mandatory consumer rights legislation, the Finnish Consumer Protection Act (for consumers) or the Finnish Sale of Goods Act (for businesses) shall take precedence.

Suomen Pehmeä Ikkuna Oy is not responsible for delays, product defects, or other issues caused by force majeure or other circumstances beyond Suomen Pehmeä Ikkuna Oy's control. In these situations, Suomen Pehmeä Ikkuna Oy will strive to serve the customer to the best possible extent.

2. Product Availability and Delays

1. Suomen Pehmeä Ikkuna Oy strives to maintain accurate availability information but does not guarantee continuous availability.
2. If delivery is delayed, Suomen Pehmeä Ikkuna Oy will promptly notify the customer and provide a revised estimated delivery date.
3. If a product is permanently unavailable, Suomen Pehmeä Ikkuna Oy will issue a full refund.

3. Placing an Order

1. Orders placed online or confirmed in writing (email) are binding.
2. Customers must verify order details carefully before confirmation.
3. An order confirmation and related product drawings are sent by email and must be checked by the customer within two (2) weeks.
4. Suomen Pehmeä Ikkuna Oy reserves the right to refuse orders based on technical limitations or product availability.
5. Customers are responsible for providing accurate contact information and order details.

4. Custom-Made Products

1. Customers must provide accurate measurements, color selections, and specifications when placing orders.
2. Product drawings must be approved by customers within two (2) weeks. Orders will proceed based on provided details if approval is not received.
3. Requested changes after order confirmation may incur additional charges or might not be feasible.
4. Custom-made products cannot be returned or exchanged, except in cases of product defects.

5. Prices and Payment

Prices listed include VAT for EU deliveries. Non-EU orders exclude VAT; customers are responsible for customs duties and taxes.

Delivery and handling charges are detailed separately during checkout and in the order confirmation.

Pricing Errors

In case of obvious pricing errors (e.g., products listed at a fraction of their normal price due to technical errors), we reserve the right to cancel the order and provide a full refund within three (3) business days of identifying the error. We will notify you promptly if such an error occurs.

Discount Codes

Discount codes generally apply to product prices, not delivery costs, and must be entered during checkout. Codes cannot be applied retrospectively or combined.

Payment Methods

Payments are processed securely via available methods including online banking, cards, invoices, or installments.

Customers unable to use online methods can place orders via customer service and pay by pre-invoice.

6. Delivery and Product Availability

1. Deliveries are primarily within Europe, excluding poste restante addresses.
2. Deliveries are made to locations accessible by standard delivery vehicles or to designated pickup points. Customers will be contacted before delivery.
3. Uncollected or refused deliveries will incur return costs charged to the customer.
4. Suomen Pehmeä Ikkuna Oy is responsible for the products until they reach the designated pick-up location.

7. Inspection, Complaints, and Warranty

1. Customers must inspect products upon delivery and note any transportation damages immediately.
2. Defective products must be reported to Suomen Pehmeä Ikkuna Oy without delay. Suomen Pehmeä Ikkuna Oy reserves the right to repair or replace defective products.
3. Products carry a two (2)-year warranty. Customers must follow provided usage and maintenance instructions.
4. Under EU law, defects appearing within 12 months of delivery are presumed to have existed at the time of delivery, unless proven otherwise.

8. Right of Withdrawal (EU Consumers)

EU consumers have the right to withdraw from the purchase within 14 calendar days of receiving the product without providing any reason, in accordance with EU Consumer Rights Directive 2011/83/EU.

This right does not apply to custom-made products manufactured according to customer specifications (Article 16(c) of Directive 2011/83/EU), which cannot be returned or exchanged unless defective.

To exercise the right of withdrawal for non-custom products, please contact us at customer@pikkuna.fi within 14 days of receiving your order. The product must be returned in its original condition and packaging. Return shipping costs are borne by the customer unless the product is defective.

9. Returns and Refunds

1. Custom-made products cannot be returned or exchanged unless defective. Installation implies customer acceptance.
2. Failure to collect a product does not cancel the order; costs incurred will be charged to the customer.

10. Dispute Resolution

Disputes should first be resolved through negotiation. Unresolved disputes shall be handled by the District Court of Helsinki or, for consumer customers, by the local district court or Consumer Disputes Board following Consumer Advisory Services.

EU consumers can also use the European Commission's Online Dispute Resolution (ODR) platform available at https://ec.europa.eu/consumers/odr.

11. Personal Data and Cookies

Customer personal data is processed in accordance with EU General Data Protection Regulation (GDPR) and applicable data protection legislation. This includes information about the purposes of processing, legal basis, retention periods, and your rights as a data subject (including rights of access, rectification, erasure, and data portability).

For detailed information about how we process your personal data, please refer to our Privacy Policy.

The online store uses cookies to improve functionality and user experience. For more information, please see our Cookie Policy.

11. Validity

Terms are valid until further notice. Changes apply only to orders placed after the changes are made. The latest version is always available on https://pikkuna.fi/terms/.

12. Intellectual Property

All content on this website, including but not limited to text, graphics, logos, images, and software, is the property of Suomen Pehmeä Ikkuna Oy and is protected by copyright and other intellectual property laws.

You may not reproduce, distribute, modify, or otherwise use any content from this website without our prior written consent.

13. Limitation of Liability

To the maximum extent permitted by law, Suomen Pehmeä Ikkuna Oy shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses.

Our liability for any claim related to our products or services shall not exceed the amount you paid for the specific product or service giving rise to the claim.

This limitation of liability does not apply to liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law, including mandatory consumer rights under EU and Finnish legislation.

14. Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, labor disputes, and governmental actions.

In such cases, we will make reasonable efforts to notify you of the delay and to resume performance as soon as possible.

15. Changes to Terms

We reserve the right to modify these Terms at any time. We will update the "Last updated" date at the top of these Terms when we make changes.

Your continued use of our website after any changes to these Terms constitutes your acceptance of such changes.

It is your responsibility to review these Terms periodically for any changes.

16. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Finland, without regard to its conflict of law provisions.

Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Finland.

17. Consumer Rights for Non-EU Customers

In addition to the rights set out in these Terms, customers in certain jurisdictions have additional consumer rights under local legislation:

17.1 United Kingdom

UK customers are protected by the Consumer Rights Act 2015:

1. Goods must be of satisfactory quality, fit for purpose, and as described
2. You have 30 days to reject faulty goods for a full refund
3. After 30 days but within 6 months, you can request a repair or replacement
4. Custom-made products are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013

17.2 Norway

Norwegian customers are protected by the Consumer Purchase Act (Forbrukerkjøpsloven):

1. Products must comply with the contract and be free from defects
2. You have a 5-year complaint period (reklamasjonsfrist) for manufacturing defects
3. 14-day right of withdrawal (angrerett) does not apply to custom-made products
4. Disputes can be submitted to the Consumer Council (Forbrukerrådet) or Consumer Disputes Committee (Forbrukertvistutvalget)

17.3 Canada

Canadian customers are protected under provincial consumer protection legislation (varying by province):

1. Products must be of acceptable quality and fit for their intended purpose
2. Cooling-off periods and return rights vary by province and may not apply to custom-made goods
3. Quebec customers: Law 25 provides additional data privacy protections (see Privacy Policy)
4. Warranty claims are subject to provincial Sale of Goods Acts and consumer protection statutes

17.4 United States

US customers are protected under federal and state consumer protection laws:

1. Federal Trade Commission (FTC) regulations prohibit unfair or deceptive business practices
2. State laws (including Uniform Commercial Code provisions) govern product warranties and remedies for defective goods
3. California customers: CCPA provides data privacy rights (see Privacy Policy)
4. Return policies for custom-made goods are governed by these Terms; statutory cooling-off periods generally do not apply to custom orders

17.5 Japan

Japanese customers are protected under the Act on Specified Commercial Transactions (特定商取引法):

1. Products must conform to the description provided and be free from defects
2. 8-day cooling-off period (クーリング・オフ) does not apply to custom-made products ordered according to customer specifications
3. Warranty and complaint procedures follow Japanese Civil Code provisions
4. Disputes can be submitted to the National Consumer Affairs Center of Japan (国民生活センター)

18. Summary

1. Carefully read these terms before ordering.
2. Provide accurate information.
3. Confirmed orders create payment obligations.
4. Complaints and disputes should primarily be settled through negotiation.

Suomen Pehmeä Ikkuna Oy thanks you for your trust and wishes you successful shopping experiences at pikkuna.fi!