Order and Refund Policy
Updated 1.9.2023
VisioFoods Ltd sells food and products to adult individuals and businesses in EU and other selected countries. Feel free to contact us if your country is not yet within our service area. The prices of the products include VAT for customers. We reserve the right to change prices and delivery costs. Please check the current delivery conditions before placing an order.
Shopping and registering online
To place an order in the online shop, the customer can register as a customer of the online shop to ensure a smooth transaction. To register, companies need a valid business ID, a valid email address and a postal address in Finland. In order to register successfully, the customer must fill in all mandatory information during the registration process. The customer is responsible for the accuracy of the information provided and is obliged to notify any changes to the information.
When registering, the customer chooses a username and password. The customer undertakes to keep the password confidential and not to disclose it to third parties. The registered customer is responsible for all transactions and orders placed in the online shop under his/her account. If the customer discovers or suspects that his/her IDs have been disclosed or have fallen into the possession of a third party or that his/her IDs are being misused, the customer must immediately inform Customer Service. VisioFoods has the right to suspend a customer’s account without prior notice if the company suspects that the customer’s account is being misused.
You are advised to familiarize yourself with the Privacy Policy before registering as a customer. Registered customers can view their previous orders on their own website and track the progress of the delivery of their orders.
Ordering
Products are ordered online by adding them to your shopping cart and paying for the contents of the cart at the online checkout. All customer information is treated confidentially. The contact details requested when placing an order will not be used for any purpose other than to deliver the order or to clarify any ambiguities in it. When ordering from the online shop, you are deemed to have read and agreed to the terms and conditions of delivery in force from time to time.
Order and payment confirmation
After a successful order, an order confirmation will be sent to your email address. To receive the confirmation message, you will need to provide an email address when placing the order.
Delivery method and costs
15You can see the delivery costs of your order after you have chosen the payment and delivery method. We deliver orders registered (e.g. postal parcels) or unregistered. Registered deliveries can be tracked with a tracking number sent to your email.
Processing and delivery time
We will process your order within 24 hours of placing it. Our most common delivery times to Finland are 5 working days, depending on the order and the delivery method. More detailed delivery times are indicated in the product options. We are not liable for delays caused by force majeure or indirect damage caused by delays. Deviating delivery times will be announced in the current news of the online shop or by email.
Estimated delivery times
Finland – 3 days
Sweden – 4 days
Denmark – 4 days
Estonia – 2 days
Germany – 4 days
Austria – 5 days
Netherlands – 4 days
Poland – 5 days
Czech Republic – 5 days
Norway – 4 days
Switzerland – 5 days
South Korea – 15 days
Japan – 12 days
United States – 15 days
Delivery charges
Any delivery costs that may be charged on the order will be automatically added to the total amount of the order. These costs depend on the characteristics of the product and the delivery method chosen. You will see the shipping costs (if any) charged for your order in your shopping cart before you accept the order.
Exchange and return conditions
For non-food products, as a consumer, you have the right under the Finnish Consumer Protection Act to exchange or return all or part of your order within 14 days of receiving it. There is no right of exchange or return for food products. However, if for some unlikely reason the product is defective, we will consider replacing the product depending on the situation. The right of return applies only to unused and saleable products in their original packaging. When returning a delivered order, please include your customer number(s) and contact details. The refund will be credited back to your account according to the payment method of your choice. For refunds and reimbursements, the refund/payment will be made within 14 days of receipt of the returned product.
Right of exchange and return for businesses
If the buyer is a business, products ordered from the VisioFoods online store do not have a general right of exchange or return. However, VisioFoods may, at its discretion, accept the exchange or return of a product in individual cases where there is a fundamental reason for the return. In the event of a problem, the customer must contact the customer service department of the online shop.
If VisioFoods has accepted the exchange or return of a product, the customer must deliver, exchange or return the product unused, in its original condition, to the return address without delay and no later than 14 days from the date of arrival of the product.
Problems
If a product is lost or damaged during transport or otherwise does not match your order, you must report the fault within 14 days to the parties listed in the exchange and return policy. If the parcel is damaged in the post, you must make a claim to the post office immediately.
Disagreements
We aim to resolve any disputes regarding your order by agreement in the first instance, so please contact our customer service team in the first instance to settle the matter.
If a dispute over a commercial contract cannot be resolved by negotiation between the parties, the consumer can take the matter to the Consumer Disputes Board, www.kuluttajariita.fi for a decision. Before taking the matter to the Consumer Disputes Board, the consumer should contact the Consumer Advisory Service of the Local Register Offices, www.kuluttajaneuvonta.fi.
Payment
In the online shop, you can pay for your orders using the most common debit and credit cards. Stripe handles the payment processing for the online shop, www.stripe.com, which works in partnership with banks and credit institutions. No registration or additional fees are required to use the service. Stripe is a payment institution licensed by the Financial Supervisory Authority. All data transmission and financial transactions are SSL-secured, meaning that no third party can see your data.
