KÖSSLING OY'S GENERAL TERMS OF SALE AND DELIVERY 11/2025

1. SCOPE

These General Terms and Conditions of Sale and Delivery of Kössling Oy (“General Terms”) apply to the sale of the Seller’s products to individuals of legal age in the Kissapuu.com online store (“online store”). These General Terms and Conditions also apply to the delivery of the Seller’s products to the Buyer in connection with the aforementioned sale.

2. SELLER

In these General Terms and Conditions, the seller refers to Kössling Oy (Business ID 3556638-9, address Hulkontie 10, 54800 Savitaipale, Finland) and any other entity to which Kössling Oy has transferred the rights and obligations under these General Terms and Conditions.

3. BUYER

Buyer refers to the private individual who purchases products from the seller in accordance with these General Terms and Conditions.

4. SELLER'S PRODUCTS AND PRODUCT PRICES

The features and current prices of the seller's products are presented in the online store in connection with the product presentation of each product. All prices include VAT within the European Union. The seller always has the right to specify and increase the currently valid VAT rate based on changes in the law without separate notice. Orders delivered outside the EU do not include VAT (VAT 0), and the VAT amount is deducted from the price of the products when the order is placed. The currently applicable VAT rate and the VAT amount are displayed in the online store's shopping cart and in the order confirmation.

The stated prices do not include any costs that are the responsibility of the buyer, such as bank fees, local taxes and customs duties, and other government-imposed fees related to the sale of the seller's products, the seller's products, or their delivery under these General Terms and Conditions.

The seller reserves the right to change prices at any time.

The buyer is responsible for checking the content of their order, the individual price of the products included in it, and the total price of the order, including delivery costs, in the online store's shopping cart before placing the order.

5. ORDERING AND DELIVERY OF PRODUCTS

The buyer's order will be processed and the product or products included in the buyer's order will be manufactured and delivered to the buyer after the buyer has placed the order and after the buyer has been sent an order confirmation regarding the order and payment method by email. If the seller cannot confirm the buyer's order for any reason, the buyer will be notified immediately. If the buyer has not received an order confirmation in their email within 24 hours of placing the order, the buyer must contact the seller by email: info@kissapuu.com to ensure the success of the order transaction. Also check your email spam folder.

In order to place an order, the buyer must read and accept these General Terms and Conditions. Placing an order constitutes a binding contract between the seller and the buyer for the sale of products, to which these General Terms and Conditions apply.

The order will be sent from the seller to the buyer within 5–10 business days of placing the order, unless the buyer is separately informed otherwise.

In Finland, the order is delivered to the customer by Matkahuolto at the buyer's expense. Delivery costs are determined by the order and the weight of the shipment. Matkahuolto charges an additional fee for extra-long rod packages. The buyer can also choose home delivery if they wish.

Matkahuolto deliveries take an average of 1–3 days. Matkahuolto transports the ordered product or products to the Matkahuolto location chosen by the buyer (R-kioski, K-Market or other Matkahuolto location). NOTE! You should not choose a parcel machine as the pick-up point, as Kissapuu products usually do not fit in a parcel machine.

Orders outside Finland will be delivered to the buyer using GLS Business, Global Express Parcel and FeDex, depending on the destination country. The costs of the delivery method depend on the number of products ordered and the weight of the delivery.

Shipments are delivered to the buyer from Monday to Thursday during normal business hours. After the first failed delivery attempt, the package will be delivered to a local pickup point. For orders delivered to Sweden, all orders weighing less than 20 kg will be delivered directly to a local pickup point. The typical delivery time to European countries, the United Arab Emirates, Australia, the United States and Canada is 5–8 business days, depending on the content of the order and the delivery method.

Shipping costs within the European Union include VAT. Shipping costs for orders outside the EU do not include VAT (VAT 0). The shipping cost is automatically added to the total price of the order and can be seen in the shopping cart before placing the order.

The seller is not responsible for any delay in the delivery of the order or any damage caused by the transport company or any other similar reason beyond the seller's control.

6. PAYMENT OF THE ORDER

The buyer selects the payment method for the order in the online store when placing the order. The payment method for the order is selected from the payment methods available in the online store at any time. For orders delivered to Finland, the buyer can pay for their order securely with online banking codes of different banks, a debit or credit card, an invoice or installments. Klarna's various payment terms are also in use.

The payment methods available for orders delivered outside Finland are PayPal, Visa, Mastercard and American Express, and for Denmark and Norway also MobilePay.

Paytrail Oyj (Business ID: 2122839-7) operates as a 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 buyer's payment to the seller. Paytrail Oyj has a payment institution license.

The Seller may change the available payment methods at any time. The Seller is not obligated to accept payment methods other than those currently available in the online store.

The buyer is responsible for reading and accepting the terms and conditions of the payment service provider or creditor applicable to each payment method when placing an order. A description of the payment methods and links to the terms and conditions applied by the payment service providers and creditor are available in the online store.

7. RIGHT OF CANCELLATION, EXCHANGE AND REFUND

The seller is committed to ensuring that buyers are fully satisfied with the seller's products. The right to cancel an order for a buyer residing in Finland is determined by the Consumer Protection Act.

The products sold by the Seller are mainly goods that are made to order for the Buyer based on the Buyer's choices from the options provided in the online store. The Seller's product may also be individually tailored to meet the Buyer's personal needs. In the case of such goods, the Buyer does not have the right to cancel the order after the Buyer has placed his order. The Seller may always deny the Buyer's right to exchange or return if the return or exchange concerns a product or part of a product that has been made to meet the Buyer's personal needs, including, for example, special-length rods and felt-covered platforms.

For products made to order for the buyer other than those referred to above, the buyer has a 14-day right of exchange and return if the buyer is not satisfied with the product. With the right of exchange, the buyer can exchange the product for another product, provided that the total price of the new order containing such another product does not exceed the total price of the original order. The buyer must make an exchange or return to the seller within 14 days of receiving the product in accordance with the following instructions.

Exchange and return instructions:

1. The buyer must contact the seller's customer service by email: info@kissapuu.com . The buyer must state in the email whether the buyer wants to exchange or return the product or products. The buyer must inform the seller of his/her own name, the name of the product to be exchanged or returned, the order number and the reason for the exchange or return. If it is a product exchange, the buyer must also inform the seller of the name of the other product or products he/she wants in exchange. If the order was made using online banking credentials or a debit or credit card as a payment method, the buyer must also inform the seller of his/her account number to which any refund will be made.

2. The buyer must deliver the unused and resaleable product to the seller with the original packaging and product labels. The product must be returned to the seller primarily using the same cardboard box in which the buyer received the order. However, products to be exchanged or returned may be packaged in another sturdy and appropriate box.

FINLAND: The buyer must take the exchange or return to the Matkahuolto office of their choice. When making an exchange or return at the office, the buyer must provide the return code 9529823 so that the shipment is automatically directed to the seller. The shipping address is: Kössling Oy, Hulkontie 10, 54800 Savitaipale, Finland.

OTHER COUNTRIES (EU countries, Norway, Switzerland, Great Britain, United Arab Emirates, Australia, United States and Canada): The buyer must follow the instructions given by the seller and General Logistics Systems Finland Oy (GLS) regarding exchange or return. The shipping address is: Kössling Oy, Hulkontie 10, 54800 Savitaipale, Finland.

3. The refund to the buyer is made within 14 days of the arrival of the exchanged or returned product to the seller. The seller returns the money to the buyer using the same payment method that the buyer selected in the original order. In the exchange, the buyer is refunded any difference between the total price of the order containing the other product and the total price of the original order. In the return, the buyer is refunded the price of the returned product or products or the total price of the order, including shipping costs, if the buyer cancels the entire order. If the original order was made using online banking credentials or a debit or credit card as a payment method, the refunded amount will be returned to the buyer's account.

The buyer is responsible for the costs of exchanging or returning a defect-free product.

If the product to be exchanged or returned has been damaged or used in violation of the buyer's statutory duty of care, or if the product has been damaged during exchange or return as a result of the buyer's careless packaging of the product, the seller has the right to collect a reduction in the value of the product from the buyer up to the full price of the product.

8. PRODUCT DEFECTS, DAMAGES AND COMPLAINTS

The buyer must inspect the products they receive upon receipt of the order from the seller. If the product is defective or damaged during delivery, the buyer must complain about the defect or damage to the seller by notifying the seller immediately and no later than 14 days after the defect or damage is discovered by email to info@kissapuu.com . In their complaint, the buyer must describe the nature of the defect or damage, state their name, order number, contact information and bank account information, and, if possible, attach pictures or other information about the defect or damage to the complaint.

The seller will investigate all complaints received as soon as possible. Any defect in the product or damage that occurs in it, which is not a result of using the product in violation of Kissapuu's operating and installation instructions, will generally be compensated by delivering a defect-free product to the buyer in place of the defective or damaged product. If delivery of a defect-free product is not possible, the seller will negotiate with the buyer about a price reduction for the product or, in the last resort, the cancellation of the transaction.

The seller is responsible for the delivery costs incurred in sending the defective or damaged product back to the seller and in delivering a new, faultless product to the buyer. The buyer must follow the instructions given by the seller regarding the handling of the complaint. Defective or damaged products must be delivered to the seller at Kössling Oy, Hulkontie 10, 54800 Savitaipale, Finland.

9. PROCESSING OF PERSONAL DATA

The personal data provided by the buyer in the online store is processed in accordance with Finnish and EU data protection legislation. The seller uses the buyer's personal data for, among other things, manufacturing products, invoicing, processing orders, managing customer relationships, providing information and marketing, and developing the seller's business. The processing of personal data is described in more detail in the Data Protection and Registration Statement, which is available in the online store at: https://www.kissapuu.com/epages/kissapuu.sf/fi_FI/?ObjectPath=/Shops/2017070401/Categories/PrivacyPolicy .

10. DAMAGES AND PRODUCT LIABILITY

The seller strives to keep the online store operational without interruption so that the online store is constantly available for placing orders. However, the seller is not liable for any damage caused to the buyer or a third party due to interruptions or malfunctions of the online store due to possible maintenance work, technical defects, disruptions in telecommunications connections or other similar reasons. The seller is also not liable for any damage caused by the changes or loss of the buyer's information or order content or other similar circumstances that may arise for the reasons listed above or for any other reason.

The seller is not liable for damage caused by force majeure. Force majeure is considered to be an unforeseeable event or change in circumstances that is beyond the seller's control (including, for example, labor disputes, strikes, riots, floods and other natural disasters, wars, labor shortages, fuel and material shortages, power and telecommunications outages, and transportation problems). The seller is not obliged to sell and deliver the products to the buyer if the seller is faced with a force majeure event that the seller cannot reasonably overcome. In such a situation, the seller is entitled to terminate the agreement for the sale and delivery of the products by giving notice to the buyer.

The seller is not liable for any direct or indirect damage or other loss related to its products, their sale or delivery of products, except to the extent required by mandatory legislation.

The buyer is responsible for ensuring that the seller's products are installed and used in accordance with the Kissapuu operating and installation instructions and with care. The use of the seller's products for any purpose other than the intended use specified in the Kissapuu operating and installation instructions is prohibited. The seller is not liable for defects or damage to the product or for damage to anything other than the product itself that occurs because the seller's product has been installed or used in violation of the Kissapuu operating and installation instructions or is otherwise negligent. The seller is not liable for any damage to anything other than the seller's product itself that is not a result of the seller's product being unsafe.

The Buyer must carefully familiarize themselves with the Kissapuu operating and installation instructions, which are provided to the Buyer upon delivery of the order. The Buyer must provide the Kissapuu operating and installation instructions to any third party to whom he hands over the Seller's product.

11. CHANGES TO THE GENERAL TERMS AND CONDITIONS

The Seller reserves the right to change these General Terms and Conditions and the Kissapuu usage and installation instructions at any time. The Seller's amended and updated General Terms and Conditions will be made available in the online store and will become binding and applicable to those available in the online store from the date of posting.

12. TRANSFER OF THE AGREEMENT

The Seller is entitled to transfer all of its rights and obligations under these General Terms and Conditions and the sale and delivery of the products covered by them to a third party. The Buyer is obliged, upon notification of such transfer, to make all payments due to it under these General Terms and Conditions and the sale and delivery of the products covered by them to such third party.

13. USER AND INSTALLATION INSTRUCTIONS FOR THE CAT TREES AND DIFFERENT LANGUAGE VERSIONS

As part of these General Terms and Conditions, Kissapuu's operating and installation instructions, which are provided to the buyer when placing the order, also apply. When placing an order, the buyer agrees to follow Kissapuu's operating and installation instructions.

If there is a difference or conflict between the different language versions of the General Terms and Conditions or the Kissapuu usage and installation instructions, the Finnish version of the General Terms and Conditions and the Kissapuu usage and installation instructions shall prevail and apply.

14. APPLICABLE LAW

These General Terms and Conditions, Kissapuu's usage and installation instructions, and the sale and delivery of the Seller's products to the Buyer within their scope of application are governed by Finnish law, excluding its conflict of law provisions and principles.

15. DISPUTE RESOLUTION

All potential disputes arising from these General Terms and Conditions, Kissapuu's usage and installation instructions and the sale and delivery of the seller's products within their scope of application shall primarily be resolved through negotiations between the seller and the buyer. The buyer must contact the seller primarily by email: info@kissapuu.com in order to resolve the matter amicably.

If the dispute cannot be resolved through negotiations, the dispute shall be resolved by arbitration in accordance with the Arbitration Rules of the Arbitration Board of the Central Chamber of Commerce. The number of arbitrators shall be one (1). The place of arbitration shall be Turku and the language shall be Finnish. The seller and the buyer may separately agree that the language of the arbitration shall be English.

To the extent that the arbitration clause is invalid, the dispute will be resolved in the District Court of Southwest Finland. A consumer buyer residing in a European Union territory other than Finland may always bring an action against the seller in the court of his or her own domicile.

Notwithstanding the above, the seller has the right to initiate court proceedings to collect overdue invoice receivables in the District Court of Southwest Finland or in any court with general jurisdiction over the buyer.

If the dispute cannot be resolved through negotiations between the parties, the buyer in the position of a consumer can always refer the matter to the Consumer Disputes Board ( www.kuluttajariita.fi ). Before referring the matter to the Consumer Disputes Board, the consumer must contact the local registry office's consumer advice service ( www.kuluttajaneuvonta.fi ).

In addition, a buyer who is a consumer may submit a dispute to an appropriate dispute resolution body through the European Online Dispute Resolution (ODR) platform at http://ec.europa.eu/odr . In such a case, the buyer must provide the seller's email address info@kissapuu.com as part of the seller's contact information in the complaint submitted to the ODR platform.