General Information About the Online Store

24Pets / Eläinkeskus (0816927-3) sells products to private individuals of legal age, companies, and associations in Finland and the EU. Product prices include VAT. We reserve the right to change prices and shipping costs.

Placing an Order

You can place an order in our online store by adding products to your shopping cart, confirming the order, and paying for the cart's contents via the payment service. Orders are confirmed via email, stating the order price, shipping costs, and the products ordered. Receiving an order confirmation requires providing an email address when placing the order. By placing an order, the customer agrees to the delivery terms in effect at the time.

Customer Account

Logging in to the store is not mandatory; you can place orders without registering. However, there are benefits to registering: you do not need to enter your address details separately for each order, and you can view your purchase history. You can log in to the online store using your email address and a password you create.

Payment and Payment Methods

You can pay for your order using the payment methods described in the online store and selectable in the shopping cart. We use the Paytrail payment service, and the available payment methods are provided through their service.

Delivery methods

Posti, Matkahuolto, and in-store pickup.

Delivery time

Depending on the order and delivery method, our typical delivery time is 2–4 days.

Right of Exchange and Return

In accordance with the Finnish Consumer Protection Act, the customer has a 14-day right to exchange or return products. Before returning a product, please notify us via email at info@24pets.fi within 14 days of receiving the goods. The right of return applies only to unused, saleable products in their original packaging. Unless the product is defective or incorrect, the customer is responsible for return shipping costs; alternatively, the product may be returned to the store. Only defective products may be returned free of charge by prior arrangement using a customer return code provided via email. We will refund the payment for the order without undue delay via Paytrail, using the same payment method originally used for the purchase.

Failure to collect the order

Failure to collect an order does not constitute a valid cancellation; prior notification is required. If we resend the package, we will charge a fee of at least €10. Alternatively, we can refund the order amount, deducting the shipping costs.

Checking the shipment, errors, and issues

Please inspect the delivery immediately upon receipt. If a product has been lost or damaged during transit, or if it does not match your order or is otherwise defective, please notify us as soon as possible—and no later than within 14 days—so that we can arrange to rectify the issue. Regarding defects in consumer sales, we adhere to the mandatory liability provisions of the Consumer Protection Act. 

Disputes

We aim to resolve any disputes regarding your order primarily through mutual agreement; therefore, please contact our customer service first to settle the matter. 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 (www.kuluttajariita.fi) for a decision. Before referring the matter to the Consumer Disputes Board, the consumer should contact the local consumer advisory services (www.kuluttajaneuvonta.fi).