Delivery terms for private customers
Receiving, returns and installation
Check your products straight away
When you receive your order, check that the products are the ones you purchased and that the delivery matches the delivery note or receipt and is undamaged. Any comments on the condition of the products must be made immediately, or at the latest within five days of receipt. Any visible transport damage must be noted on the consignment note before you sign for the delivery.
Returns
Please always contact our customer service before returning any products. Under the Finnish Consumer Protection Act, we are not obliged to accept returns of products that are free from defects, but we always consider returns on a case-by-case basis. If a return is approved, the product must be in fully resaleable condition, free from defects and in its original packaging. For returnable products, we refund a maximum of 80% of the purchase price, and the customer is responsible for the cost of shipping the return to our central warehouse in Vantaa.
See our return instructions.
Delivery terms
Consumer sales are subject to the general terms and conditions for consumer sales approved by the Finnish Consumer Ombudsman (in Finnish).
Sales to construction companies are subject to the RYHT 2000 general terms of delivery for building products, and other business-to-business sales are subject to our delivery terms for business customers.
Storing building products
Before installation, building products must be stored appropriately in a dry and, where necessary, heated space and protected from excessive humidity. Water-based products must be protected from freezing. As the products are fragile, they must be handled with particular care and the packages must not be subjected to impacts.
Installing building products
We recommend using a construction professional to install all building products, and the manufacturer’s installation instructions must always be followed. For waterproofing work, we recommend using a VTT-certified wet room installer. Because there is a wide range of tile types, installation work varies and different tools are needed, we also recommend using a professional tiling or construction service provider for tiling and for installing other related products.
Please note: Do not install a defective product. An installed product is considered accepted. Always follow the safety instructions in the manufacturer’s installation guide.
Ceramic tiles
Tile quality
The applicable EN standard defines the quality requirements for first-grade products. The properties of other grades and of products outside the standard are defined by the manufacturer. A grading tolerance of 5% is accepted per delivery batch. It is characteristic of ceramic products that not all tiles are identical. A flaw in a tile does not necessarily make it unusable, as the tile may still be used when cut.
Tile characteristics
Colour variations and size and shape tolerances between production batches, within the limits permitted by the standard, are characteristics of the product, not defects. Even single-colour tiles show slight variations in shade. With some tiles, the shade can vary from slight variation within a single tile to dramatic differences in colour, texture and so on. The V rating (V1–V4) describes the normal range of shade variation for each tile.
Ceramic tiles are sorted by batch into shade and size lots, which are marked on the packaging. When tiling, and especially when buying additional batches, always check the shade and size markings before installing the tiles. Due to the nature of ceramic products, sample tiles and display boards are indicative only and do not serve as a reference for the finished tiling.
Please note: Ask our sales staff for more information on installing tiles.
Installing tiles
The substrate must be suitable for tiling. The size of the tiles determines how level the substrate must be. The adhesive is chosen to suit the tile and the substrate.
When determining joint width and tile offset, we recommend doing a trial layout and taking into account the manufacturing tolerance of the tile type, its size (calibre) classification and any product-specific instructions. Flexible and movement joints specified by the structural designer must be carried out carefully.
Tiles must be installed in sufficient lighting, and their quality must be monitored as work progresses. In wet rooms, we recommend installing tiles with full adhesive coverage, both because of the shape tolerances of the tiles and to avoid cavities that collect water and water seeping behind the tiles. An installed tile is an accepted tile.
Grouting
For unglazed, matt-glazed, rough-glazed and textured tiles, we recommend using grout in a matching shade. If you use a grout shade that contrasts strongly with the tile, we recommend doing a test grouting first.
Cleaning, protecting and maintaining tiles
Separate care instructions are available for tiles.
Furniture
Colour variations in furniture
Natural materials used in furniture, such as wood, always show variations in colour. Colour and grain patterns will differ from those of display furniture, whose colours should therefore be considered indicative only. This is not a defect but a typical characteristic of natural materials.
Mounting furniture
Furniture must always be installed in accordance with the wall manufacturer’s instructions. Always check with the wall manufacturer or their representative that any fixings supplied with the furniture are suitable. You will find more detailed information in the installation instructions included in the package.
You must also make sure that the wall structure is sturdy and suitable for mounting furniture. Take particular care when drilling holes to avoid damaging any technical installations in the floor or wall, and make sure that the holes drilled for mounting furniture are waterproofed. Before installing furniture and plumbing and electrical fixtures, pipe and cable feeds, among others, must be arranged so that installation can be carried out properly.