Terms and Conditions
These general terms include the delivery and contractual terms related to the kauppa.louru.fi online store (Online Service).
The online store is intended for businesses and individuals. Product prices include the current value-added tax. The tax breakdown is visible in the shopping cart and order confirmation. The customer register maintained by our online service is confidential. Information is not passed on to others. At the time of ordering, the purchaser must provide a name, address, email address, and phone number. The order is binding once the purchaser has received a written order confirmation.
1 Service Provider and Online Store Administrator
The administrator of the kauppa.louru.fi online store is Louru.fi (Service Provider, Louru), with Louru Oy as the billing entity, business ID 3090970-9.
2 Customer Relationship
The user of the service is referred to as the Customer, regardless of whether the Customer registers for the service. The service can also be ordered without registration, but during the order process, we require information from the Customer to process the order. These delivery terms apply to all Customers, whether they are business, organizational, or consumer customers. The processing of customer data is detailed in the Privacy Statement.
3 Payments and Prices
Prices include VAT but do not include delivery charges unless otherwise stated. Louru reserves the right to cancel an order if the product was sold at an erroneous price due to a pricing error, system malfunction, or a similar error situation.
Prices are checked at the time of order processing. If the price decreases, the prices in the customer's open order are corrected. If the price increases before the order is processed, the product will be sold at the price at the time of ordering.
Current information on available payment methods can be found on the kauppa.louru.fi website, including at the bottom of this page.
Payment Service Provider
The payment transfer service is implemented and the payment service provider is Paytrail Oyj (2122839-7) in cooperation with Finnish banks and credit institutions. Paytrail Oyj appears as the payment recipient on the account statement or card invoice and forwards the payment to the merchant. Paytrail Oyj has a payment institution license. In cases of complaints, please contact the product supplier first.
Paytrail Oyj, business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Phone: 0207 181830
paytrail.com/kuluttaja/tietoa-maksamisesta
You can choose Klarna as the payment method. Klarna provides you with detailed payment terms. For more information or questions about the payment, visit Klarna's website.
4 Delivery
Products can be ordered either delivered by a transport service or picked up from the Louru store. Orders ready for pickup at the store are reserved for the customer for seven days unless otherwise stated.
As a rule, the products of a single order are delivered at once. If necessary, orders containing multiple products are sent in several packages, so it is possible that not all products arrive at the same time.
If all the products in the order are not immediately available for delivery, the customer can request to split the order, in which case the missing products will be moved to a new order. The delivery of the new order resulting from the division of the order is subject to an additional charge. However, Louru reserves the right to unilaterally split orders, in which case the delivery of the new order is free of charge.
Louru may offer the possibility to order additional services with or in connection with certain products, such as installation services or lifecycle services. The customer must check the content and scope of the service in advance and ensure that the necessary preparations and actions have been made so that the service can be performed.
In installation services, the conditions at the installation site are the customer's responsibility.
- The device to be installed must fit into the designated space, and there must be unobstructed access to the installation site.
- Protecting the floor, walls, and other parts of the residence is the customer's responsibility.
- If the installation cannot be performed due to reasons beyond Louru's control, the installation cost is not refunded.
In lifecycle services, please ensure that any devices to be returned are properly emptied and do not contain personal information or files. Such services may include, for example, exchanging an old computer for a new one.
5 Return
Louru grants a 14-day free return right for products*. The return is free for Finnish customers, if returning outside Finland return fees apply. The return right only applies to products that are unused, in their original packaging, and saleable, and that do not require special transportation due to weight or size. The customer can return the product by mail as a customer return or directly to our store in Kittilä, address details at the bottom of the page. Request a postage label for the return by email at info@louru.fi. Returned products must be packed carefully.
If you return a delivery that was brought directly to you or if the delivery cannot be completed due to reasons beyond Louru's control (e.g., wrong phone number or delivery address), we do not reimburse any delivery, transport, or installation costs or costs of additional services.
*The customer is responsible for the return costs of products that require special transportation due to their weight or size (dimensions over 100 x 60 x 60 cm, weight over 25 kg).
Shipping costs for undelivered shipments (service point returns) are not reimbursed.
The customer is obliged to present proof of purchase, a receipt, or other proof of purchase place and date when returning. Additionally, the customer must retain all documents related to the customer return carefully until receiving confirmation of the return from Louru.
The customer is legally responsible for depreciation if the product has been used. The customer must take care of the product and its accompanying accessories, instructions, and packaging until they decide to keep the product.
Louru will refund payments received for returned products no later than 14 days after the returned products have been received back or until the customer has provenly sent the products back. The refund will be made using the payment method with which the customer paid for the order unless otherwise agreed upon during the return.
The limitations of the return right are determined by the applicable legislation. According to Chapter 6, Section 16 of the Consumer Protection Act, for example, the following products do not have a return right:
- Games, movies, software, or other sealed products do not have a return right once the product packaging is opened.
- Hygiene and intimate products do not have a return right after the package is opened, as the product cannot be returned for sale due to its nature. Hygiene and intimate products include, among others, earphones and hands-free devices.
- A product made or modified according to the customer's wishes and cannot be resold without significant loss.
Registered vehicles, service products, or digital content do not have a cancellation right under the Consumer Protection Act if the service has been fully performed, or the delivery of digital content has begun after you have consented to the start of delivery and if the lack of a cancellation right has been communicated beforehand.
In the event of an incorrect delivery, a defective product, or if a product is lost during transportation, the Customer must report it immediately to info@louru.fi.
6 Warranty and Liability for Defects
Device Warranty
The warranty for new products is determined according to the manufacturer's specified warranty terms. The warranty does not limit the seller's liability for defects under the Consumer Protection Act. The customer should familiarize themselves with the warranty terms provided with the product before using the product. The warranty terms can be found in the user manual, a separate warranty form, or at the web address indicated by the manufacturer, or by inquiring at Louru's store at phone number 040 040 5878. The warranty only covers manufacturing and material defects in the product. Warranty repair is always carried out according to the manufacturer's or importer's warranty terms. Defective outlet products are not exchanged for equivalent new products at regular prices.
We grant a 12-month warranty (Louru warranty) from the date of purchase for used machines that have been refurbished by us. The purchase date is visible either:
- on the sticker attached to the machine; or
- from the date on the purchase receipt or order confirmation
The buyer has the right to compensation if a defect defined by the Consumer Protection Act appears in the product.
- Our primary aim is to either repair the defective product or replace it with a non-defective or similar product.
- A price reduction to compensate for the defect may be considered as a secondary option.
- As a last resort, the transaction can be canceled.
- During the warranty period, service performed and transportation costs between the service and the customer are free of charge for Finnish customers. Transportation costs apply for customers sending products for repair outside Finland to Louru (Louru is based in Finland). We only charge for fault-finding during the warranty period if the customer knowingly sent the device for warranty repair unnecessarily. If the product is replaced, its warranty period does not restart but continues from the original purchase date.
It is advisable to make backups of all important and personal data before sending for service. Louru is not responsible for lost programs or data, even if the fault is not related to the hard drive.
When delivering a product for warranty service, it is necessary to first contact Louru's customer service. Send an email to info@louru.fi and describe the nature of the problem. Remember to include your order number in the message.
For warranty service, the product can be delivered directly to Louru's store at Valtatie 36, 99100 KITTILÄ, or sent carefully packed as a free customer return via Posti or Matkahuolto. The customer return code received from our customer service should be used in the shipment.
The estimated service time is approximately 10-20 working days. Products delivered for service are stored for three months after the customer has been notified of the completion of the service/work. After this, the product is recycled.
Louru is not responsible for any damage caused by the buyer. Costs outside the warranty and the costs of a clearly unnecessary service visit can be fully charged to the customer.
Louru does not guarantee that third-party software or digital elements will be available throughout the product's lifespan. Additionally, by purchasing the product, the customer expressly agrees that Louru will not notify of possible updates to software or other content or services, nor will they be delivered to consumers in the manner required by the Consumer Protection Act.
Liability for Defects
Louru is not responsible for any inaccuracies in the Service, products, or materials or any resulting consequences. Louru is also not responsible for any direct or indirect damages or disadvantages that arise, for example, from the Service, product, or material not meeting the Customer's needs or objectives.
Louru is not responsible for any defect caused by deficiencies in computer software or the way products, material, or the Service are handled.
Louru's liability for an order is always limited to the cancellation of the contract and the possible refund of any advance payments made.
7 Changes
Louru has the right to unilaterally change these terms. The user accepts the terms in force at the time by using the service.
8. Dispute Resolution
The parties will attempt to negotiate disagreements, but if no agreement is reached between the parties, the consumer customer has the right to bring disputes arising from this contract to the attention of consumer advice or to the Consumer Disputes Board for resolution. Additionally, the consumer has the option to use the online dispute resolution forum maintained by the European Commission. These procedures are in writing.
Agent fees are not reimbursed, as consumer advice and the Consumer Disputes Board provide free assistance in resolving disputes.
