Delivery terms for distance selling (online orders)
Ordering and delivery
Applicable terms
These terms apply to distance selling deliveries ordered through Laattapiste-Pukkila Oy’s public online service. In all other respects, we comply with the Finnish Consumer Protection Act and the guidelines and regulations of the consumer authorities in all our operations. Consumer sales of ceramic tiles and related products are otherwise subject to the consumer sales terms of the Finnish Flooring and Wall Covering Association (PDF, in Finnish).
Prices
Prices are based on the price list valid on the date of order or on a separate quotation. The seller reserves the right to adjust the prices of orders already received if its price lists change. Prices include VAT.
If a price shown on our website is so obviously incorrect that the customer should have realised it was an error, we reserve the right to correct the price after the order has been placed. In this case, we will contact the customer about the price change, and the customer may cancel the purchase free of charge. Examples of such errors include a misplaced decimal point or an incorrect unit.
Samples
On request, we can send customers samples of stocked ceramic tiles, textile carpets and vinyl planks. The colour and pattern of samples are indicative only and may not give an accurate picture of the variation in colour and surface of the product. You will get a better idea of how a product looks across a large installed surface from the example images on our website.
Samples are sent by post to the address provided by the customer in mainland Finland, or to the customer’s local post office for collection. Only one sample is sent per product. Delivery costs for samples are charged according to our standard shipping price list.
Ordering
The customer is responsible for the content of their orders. The seller is responsible for delivering the orders it has confirmed. An order confirmation means a written order confirmation or order agreement issued by the seller. A written order confirmation is available from the seller on request. The order confirmation includes the delivery address, details of the products ordered, quantities and prices, and the estimated delivery time.
We reserve the right to make changes to prices, delivery times and other product details. If the price or other details change, we will agree on the change with the customer, and the customer has the right to cancel the order if they wish. To receive an order confirmation, the customer must provide their email address when placing the order. Communication between the parties takes place by email or telephone.
When placing an order, the customer agrees to the ordering, delivery and payment terms in force at that time. These terms apply regardless of how the order is placed. We reserve the right to make changes to these terms.
Delivery term
Products are priced using the delivery term NOL Vantaa (Finnterms 2015). Shipping costs are charged separately according to the current shipping price list. Shipments delivered by transport are handed over to the customer at the agreed delivery address, unloaded from the delivery vehicle.
Home delivery
Orders are delivered to the delivery address given in the order in mainland Finland. Delivery does not include carrying the shipment indoors, upstairs or outdoors, nor installation or removal of old products. Parcels are delivered to the front door. Larger shipments (over 35 kg) are delivered next to the delivery vehicle, at a point the vehicle used for the delivery can reach. Delivery vehicles range from full trailers to vans.
Home delivery covers only addresses in mainland Finland with a permanent road connection. Delivery costs do not include delivery to islands or other areas outside normal postal and delivery logistics. If you wish to order products to Lapland or to an island reached by road ferry, cable ferry or connecting vessel, please contact our customer service first. This allows us to check whether delivery is possible and whether there are additional costs.
We do not deliver products to poste restante addresses or outside Finland. Products purchased from our online service cannot be collected from our warehouse or ordered for collection from a store.
Receiving your delivery
The customer must make sure that someone is present to receive, check and sign for the delivery when the products arrive. If the recipient cannot be reached at the phone number provided, we are not obliged to deliver the goods.
If the delivery is delayed because the recipient cannot be reached at the agreed time, the customer will be charged for storage costs. If the recipient cannot be reached within seven days, the goods will be returned to the supplier and the customer will be charged for the costs incurred. In this case, the remainder of the purchase price will be refunded to the customer.
The delivery comes with a consignment note or delivery note. The recipient must check that the delivery matches the consignment note or delivery note and is undamaged. We recommend that you always keep these transport documents.
If there are problems with the delivery or the products, please do the following:
Before signing the consignment note or delivery note, write a clear note on it describing any defects you have found.
Contact our customer service immediately.
Products damaged in transport will be replaced with equivalent new products, delivered by the normal delivery method.
Damaged goods must not be transported to another address.
The customer must protect damaged goods from further damage.
The seller has the right to have the damaged products returned.
If no note is made on the consignment note or delivery note, the customer is responsible for any defects that would have been visible at the time of delivery.
Delivery costs
Delivery costs are charged to the customer according to the price list in force at the time of ordering. Our customer service can provide information on special and additional transport services and their prices.
Back orders
If a back order is caused by the seller, the products are delivered to the customer as soon as they become available, by the usual method of transport. If the customer wishes to cancel a back order, they must contact the seller’s customer service in good time. If a back order is caused by the customer, the goods are delivered as soon as they become available, without separate notice, by the normal method of transport. In this case, the customer pays the transport costs.
Problems and returns
Damaged goods
Products delivered under the seller’s freight agreement are replaced with equivalent new products, delivered by the normal delivery method. The customer is responsible for any products they have passed on to a third party. The seller has the right to have the damaged products returned.
Returning products
Products purchased from our online service may be returned within 14 days of the delivery date, subject to certain conditions. Always contact the seller’s customer service to agree on the return and to receive instructions and a return number. Returned products must be in fully resaleable condition, free from defects and in their original packaging. Delivery costs related to the customer’s order are not refunded. See our return instructions (in Finnish).
Factory-ordered and made-to-measure products cannot be returned.
Temperature-sensitive products delivered during the winter season (usually 1 October to 1 May) cannot be returned.
Return costs
All returns are made to Laattapiste-Pukkila’s central warehouse in Vantaa. The Consumer Protection Act requires that any return costs are disclosed to the customer in advance. For products larger than a postal parcel that require, for example, a crane or a lorry for transport, shipping costs vary greatly depending on factors such as the address, transport availability and road connections. For these products, we cannot state return costs in advance, so please ask our customer service if needed.
Please note: The customer is also responsible for the return shipping costs to our central warehouse in Vantaa for online orders placed for collection from a self-service collection warehouse.
Refunds
Where the payment method allows, we always refund payments using the payment method the customer originally used. Payments made by bank transfer in the customer’s online bank are refunded by bank transfer to the bank account provided by the customer. If the order has not yet been dispatched, delivery costs are also refunded. We refund the price of returned products only once the return has arrived at our warehouse and we have processed it.
Factory-ordered and made-to-measure products
Our online service sells factory-ordered and made-to-measure products for which the customer chooses the dimensions, colours and other options in the online shop before deciding to buy. We are not responsible for any errors the customer may make in their choices. The customer should always check the order confirmation they receive.
Requests for changes after ordering are handled case by case by our customer service. If the product is already in production, changes may increase the quoted price or may not be possible for production reasons, in which case the customer may need to order a new product. Any additional costs caused by changes after ordering are charged to the customer.
Factory-ordered and made-to-measure products have no right of return, cancellation or exchange.
Incorrectly delivered goods
The seller will replace incorrectly delivered products at its own expense, delivered by the normal delivery method. Always contact the seller’s customer service about the delivery error to receive instructions and to agree on the return of the incorrect product. Returned products must be in fully saleable condition, free from defects and in their original packaging. The seller reserves the right to charge the customer for the value of returned products that cannot be resold and for the cost of recycling them.
Delivery delays
Compensation for delivery delays is limited to the value of the freight, unless otherwise stated in the terms of an individual sale. Indirect costs caused by a reasonable delay are not compensated.
Important to note
Installing plumbing, heating and electrical products
We also sell products that may only be installed by a professional with the appropriate licences. For example, many of the heating, plumbing and electrical supplies we sell may only be installed by a registered professional. You may carry out certain minor electrical work yourself if you are certain you can do it correctly and safely. You can read more about electrical installations on the website of the Finnish Safety and Chemicals Agency Tukes (www.tukes.fi), which also includes a register of contractors. The customer must familiarise themselves with the laws and regulations on the safety of plumbing, heating and electrical installations.
Accepting ceramic tiles, textile carpets and vinyl flooring for installation
Firing batch, production batch, dye batch
The batch marking (Shade, Tono, Lot, etc.) is the manufacturer’s marking. According to the production standard, products within the same batch are similar enough in shade to be installed on a uniform surface. The batch is marked on the packaging. Checking the batch does not replace the quality control that is part of the installation work. The seller normally delivers the entire order (a room or a delivery batch) from the same batch. Mixed batches are delivered only with the customer’s permission, and a mixed batch delivery is always marked on the packing list. Always check that products from a mixed batch match before installation, as there may be differences in shade or size. An installed product is considered accepted.
Calibre (size class)
Calibre is the size class stated by the manufacturer for a tile. It refers to tile sizes within a specific dimensional tolerance (size variation). Calibre is always stated for floor tiles, while tiles intended only for walls are not usually calibrated. The manufacturer sorts the products into different calibres. The calibre and its dimensional tolerance are usually marked on the tile packaging.
Variations in shade and surface texture
Variation in shade and surface is characteristic of all fired ceramic tiles, and this feature gives each product its own character and beauty. All tiles show slight variations in shade depending on their properties and the lighting. With some products, variation ranges from slight differences within a single tile to dramatic differences in colour, texture and other details. The V1 to V4 classification uses images and descriptions to help you choose modern tile products.
The V rating of a product does not refer to the variation in shade between production batches that is typical of ceramic tiles. The production batch is indicated on the packaging as a firing number.
The best way to check colour variation in a delivery batch is to take a few tiles from each of several packages and lay them out according to the planned tiling pattern. Different lighting has a significant effect on how shades appear. Any questions about differences in shade should be resolved before the tiles are fixed. An installed product is considered accepted.
V1: Uniform
V1-luokassa jokainen laatta on valmistettu käyttäen samaa kuosia. Värivaihtelut ovat minimaalisia. Laattojen valinta voidaan tehdä saman tuotantoerän yhden laatan perusteella. Asennusmenetelmäksi sopii normaali laattojen asennus.
V2: Slight variation
V2-luokan tuotteessa on vähäisiä eroja yksittäisen laatan värissä tai väreissä. Valinta tulee tehdä saman tuotantoerän useamman kappaleen perusteella. Laatat on lajiteltava asennusvaiheessa ilmeeltään halutun laattapinnan aikaansaamiseksi.
V3: Moderate variation
In class V3, the colour of an individual tile is only indicative of the other tiles in the same production batch. The amount of each colour can vary significantly between tiles. For example, a small area of colour on one tile may be the main colour on another tile of the same product. We recommend making your selection from several tiles from the same production batch. The finished surface is made up of tiles of varying shades, which must be sorted before installation to achieve the desired look.
V4: Substantial variation
Individual tiles in class V4 can feature extreme colour variations and a very wide range of colours. One tile may contain colours that do not appear at all on another tile of the same type. As the colour variation cannot be seen from a single tile, the product must be selected on the basis of several tiles from the same production batch viewed together. The tiles must be sorted before installation. The finished surface is unique.
Quality grade of ceramic tiles
All tiles are first-grade products unless otherwise stated at the time of sale.
Key points: a delivery batch may contain up to 5% of goods that are not first grade. It is typical of tile products that not every individual tile is completely flawless. The quality of the tiles must be monitored during tiling, and defective tiles must be removed. An installed product is considered accepted. Make sure there is sufficient lighting on site.
Installing ceramic tiles
The seller is responsible for handing over the agreed goods at the agreed time in accordance with these terms. The seller is not responsible for construction or fixing solutions, design or installation.
Manufacturing defects
Responsibility for manufacturing defects lies with the supply chain: retailer, importer and manufacturer. The buyer should direct any claims primarily to the retailer.
Detecting defects
Liability for costs caused by a defect is determined by whether the defect could have been detected. A product must not be installed if a defect can be detected before installation. Installation must be stopped if quality monitoring during tiling reveals more defective tiles than the quality grade allows.
Defects in uninstalled products
The seller will replace defective products with defect-free products at its own expense. The seller has the right to have the defective products returned.
Defects in installed products
The seller will not compensate for products, installation work or other indirect costs if the defect would have been detected in an inspection carried out with normal care, or through the normal monitoring of product quality during installation.
A ceramic tile product is not considered defective if less than 5% of the tiles in a delivery batch are defective. A defect in a delivery batch cannot be determined from a single tile. Defects must be assessed based on how often they occur across the entire delivery batch.
To achieve the intended tiled surface, individual tiles must be inspected during installation. This inspection cannot be carried out at any earlier stage of the supply chain. Final quality control takes place during installation.
Suitability for use
The products are suitable for their intended normal use. If the buyer has a special intended use, the seller is responsible for the product’s suitability only if the special use is noted on the receipt, quotation, order confirmation or delivery note. Always check with the seller that the product is suitable for its intended use. The manufacturer determines the suitability of products for different uses.
These terms apply to deliveries of products purchased from Laattapiste-Pukkila Oy’s online service. The delivery terms have been in force in Laattapiste Oy’s online service since 1 June 2020 and in Laattapiste-Pukkila Oy’s online service since 1 May 2023.