Order and delivery terms

General

Renewe Group Oy (Business ID 3014659–6) sells products and services to adults and companies in Finland. Product prices include VAT. We reserve the right to change prices and delivery costs.

Ordering

Products are ordered through the online store or directly from our sellers. All customer information is treated confidentially. The contact information requested in connection with the order is used only for the delivery of the order and to resolve related issues. When ordering, you are required to have read and agreed to the valid delivery terms and conditions.

Order confirmation and delivery time

Online store products

We will send an order confirmation via email within 1-2 business days.
Delivery time 1-30 days from order
Shipping costs are determined by the size, weight and delivery address of the product.
Exact shipping costs will be displayed upon ordering.

Products to be installed

We will contact you within three business days of your order.
We agree on an exact installation time, typically within 5-15 days.
Installation time may vary depending on the season and product availability.
Installation includes delivery to the agreed address.

We are not responsible for delays caused by force majeure or indirect harm caused by them.

Payment methods

Online store payment methods (Paytrail & Klarna)

Online banking payments
Most common credit cards
Invoice, installment and installment payments OP & Klarna
MobilePay and Apple Pay

Larger purchases

Cooperative Bank's financing solutions
Corporate finance OP solutions
Leasing services upon agreement
Invoicing by separate agreement

The online store payment transfer service is implemented by Paytrail Oyj & Klarna Bank AB in cooperation with banks and credit institutions. Paytrail Oyj or Klarna Bank AB appears as the recipient of the payment on the bank statement and transfers the payment to the merchant. When you choose a Paytrail or Klarna account as the payment method, you enter into an agreement with the partner of your choice, whereby the right to the receivable is transferred to the partner of your choice in accordance with the agreement you have made and you receive invoices related to the payment from them.

Payment terms

Paytrail Oyj (2122839-7) acts as the payment intermediary and payment service provider in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the recipient of the payment on the bank statement or card invoice and forwards the payment to the merchant. Paytrail Oyj has a payment institution license. As well as Klarna Bank AB (556737-0431) in accordance with their terms and conditions. In cases of complaint, we ask you to primarily contact the product supplier.

Paytrail Corporation,
Business ID: 2122839-7
Innova 2
Lutako Square 7
40100 Jyvaskyla
paytrail.com/kluttaja/tietoa- about paying

Delivery method and costs

We deliver the products either via Posti or freight companies.
Shipping costs are determined by the product's dimensions, weight and delivery destination.
Installable products are delivered upon installation.

Shipping costs will be refunded in cases of cancellation to the extent that they correspond to the most affordable shipping method. The costs of return shipping are the responsibility of the customer, unless otherwise agreed.

Exchange and return conditions

Online store products

The customer has the right to cancel the order within 14 days of receiving the product.
Customer service must be notified in advance of the return.
Return costs are the responsibility of the customer, unless otherwise agreed.

The returned product must be in saleable condition – i.e. unused and in the original packaging, as new, with all accessories and instructions. If the product has been handled more than is necessary to determine its properties and functionality, we reserve the right to deduct the decrease in value from the amount to be refunded. In connection with the return, the price of the product and the delivery costs will be refunded to the extent that they correspond to the most affordable delivery method (for example, pick-up €0). If the customer has chosen a more expensive delivery method, these additional costs will not be refunded.

Products to be installed

Products that have been removed from the package or installed are not eligible for return.
Installation services do not have the right to cancel or return after installation.
Products that have been installed or put into use are not eligible for return.
Products that have been modified at the customer's request or whose installation has begun are also considered customized to the customer's needs and cannot be returned.

Subscriber's obligations and responsibilities

As a seller of licensed equipment and heat pumps, we must ensure that the equipment is installed by a qualified installer. Therefore, we require that the purchaser of a heat pump or other equipment requiring a fixed electrical connection, who does not use our installation services, inform us who will perform the installation. Provide the name of the installation company and the Tukes permit numbers (check the electricity and refrigeration rights from here), by email to our customer service: info@renewe.fiPlease also provide us with a start-up/measurement report when the installation is complete, in which case the device warranty will also come into effect in accordance with the importer's terms and conditions.

The customer who orders the installation work is responsible for carefully familiarizing themselves with the technical characteristics of the machine or system they have ordered. The customer is responsible for ensuring that the product is suitable for installation on site and can be installed. If the installer determines on site that the product is not suitable or cannot be installed on site, the customer and the installer will agree on a replacement machine or solution separately, if possible. Work and supplies not included in the standard installation are agreed and charged separately, and can also be ordered as additional deliveries in advance. Indirect costs are agreed on a case-by-case basis.

Problem situations

Any defect found in the product must be reported within 14 days.
Transport damage must be reported immediately upon delivery.
A damaged package must be reported to the driver immediately.
In case of problems, always contact our customer service first.

Warranty and maintenance

The warranty is determined according to the manufacturer's warranty terms.
For warranty issues, please contact the manufacturer or our customer service.
Maintenance and repair services are carried out through authorized service centers.

The device warranty is granted in accordance with the terms and conditions of the device manufacturer. We ask you to familiarize yourself with the importer's warranty terms and conditions. Maintenance and repair services must always be carried out by authorized service companies. As a heat pump seller, we are obliged to ensure that the device is installed and maintained by a qualified contractor. If the customer does not use Renewe's installation or maintenance service, we require the owner of the heat pump to provide information about the company that performed the installation or maintenance. Please provide the name of the company and the electrical and refrigeration permit numbers issued by Tukes by email to our customer service: info@renewe.fiThe device warranty only becomes effective when we have received the start-up protocol after the installation is complete.

If there is a defect in the product, we ask you to notify our customer service within a reasonable time of discovering the defect. Other contract and warranty terms comply with the YSE 1998, REYS-8 or RYS-9 terms. We reserve the right to make product changes and updates.

Liability for damages and its limitations

In business-to-business transactions, the seller is not liable for indirect damages caused to the buyer, such as a decrease in production or turnover, lost operating profit, utility or contracts, or other damage that is difficult to predict. Compensation and contractual penalties paid by the buyer to a third party are also considered indirect damages. The seller's total liability, including direct damages, is in all cases limited to a maximum of the value of the delivery. In consumer transactions, the seller is liable for a defect in the product in accordance with the Consumer Protection Act. However, the seller is not liable for indirect damages unless the damage is due to the seller's negligence or unless the seller has given a special commitment to the product that caused the indirect damage.

Data protection

We treat all customer information confidentially. More information
Information on the processing of personal data can be found in our privacy policy.

Contact information

Renewe Group Oy
info@renewe.fi
010 660 3030
Konepajankuja 1
00510 Helsinki
Open weekdays 8–16

Applicable law

These terms and conditions are governed by Finnish law. Any disputes shall be resolved primarily through negotiation. If a dispute concerning the sales contract cannot be resolved through negotiations between the parties, the consumer may refer the matter to the Consumer Disputes Board for resolution. We reserve the right to make changes. These terms and conditions are valid until further notice.