Collection: TERMS OF DELIVERY

Familon Professional online store terms and conditions

Familon Professional online store is an online store operated by Wendre Finland Oy (2485849-0) and intended for businesses and public sector operators. Familonpro.com online store services can be used by companies and other organisations, such as public bodies. Private individuals cannot use Familon Professional online store services. These terms and conditions (hereinafter “Terms and Conditions”) apply to the sale of products purchased through the Familonpro.com online store between Wendre Finland Oy and its customers. We urge you to read these Terms and Conditions before placing an order on the Familon Professional online store.

By registering in the Familon Professional online store, the customer confirms that they have read these Terms and Conditions, accepts them, and undertakes to comply with them. These Terms and Conditions apply to all user actions on the familonpro.com website.

Online shopping and registration

To place an order in the Familon Professional online store, the customer must be registered as a Familon Professional online store customer. Registration requires a valid business ID, a valid tax ID, a valid email address and a postal address. When registering, the customer must provide all mandatory information. The customer is responsible for the accuracy of the information provided and is obliged to notify Wendre Finland Oy of any changes in the information.

The customer agrees not to disclose their credentials to any third party and to keep the credentials confidential. The registered customer is responsible for all transactions and orders placed in the Familonpro.com online store using their credentials. If the customer discovers or suspects that his/her IDs have been revealed or have fallen into the possession of a third party, or that his/her IDs have been misused, s/he must immediately report this to Wendre Finland Oy. Wendre Finland Oy has the right to freeze the customer’s IDs without prior notice if Wendre Finland Oy suspects that the customer’s IDs are being misused.

Registration is free of charge. You can register as a Familon Pro member, i.e. a customer of the Familon Professional online store, at www.familonpro.com/pages/registration. The customer is advised to read the customer rules and privacy policy before registering as a regular customer. The rules and privacy policy can be found at www.familonpro.com/pages/rules-and-privacy-policy. A registered customer can view their previous orders on their customer page and also track the progress of the delivery of the latest order.

Customer information and privacy

Wendre Finland Oy processes personal data received via the online store and provided by the customer in the manner permitted and required by the applicable personal data legislation. Customer information is stored in the customer register maintained by Wendre Finland Oy. Familon’s Privacy Policy, which describes the processing of personal data in more detail, can be viewed at www.familonpro.com/pages/rules-and-privacy-policy.

Ordering

The products are sold in sales batches. The size of the batch is determined according to each product. The customer can only use one Familon Professional online store customer benefit, such as a discount code, per order.

Communication in the Familon Pro online store is done by e-mail. As a customer, you agree that all electronic agreements, notices and other communications are as binding as those in writing.

Wendre Finland Oy does not guarantee that all products in the online store will be available immediately. However, Wendre Finland Oy strives to ensure that the online store always displays up-to-date information about products and their availability. Wendre Finland Oy reserves the right to change or discontinue any products or services without liability or notice.

When ordering, a binding sales agreement is created when the customer has delivered her/his order in the online store. By placing an order, the customer undertakes to buy the products and services specified in the order in accordance with these Terms and Conditions. Customers are advised to check the contents of their orders carefully before confirming them. Wendre Finland Oy sends an order confirmation to the customer by email, using the contact information provided by the customer. Wendre Finland Oy reserves the right not to accept the order.

The customer must check that the content of the confirmation corresponds to the order the customer has placed. The customer can also check the content of their order in the online store by logging in to the service.

Wendre Finland Oy reserves the right to cancel its order confirmation at any time before the customer has received the ordered products or services, if Wendre Finland Oy has a valid and legal reason for such cancellation. If Wendre Finland Oy cancels an order after sending the order confirmation and the customer has already paid for the order, Wendre Finland Oy will credit the value of the cancelled order without delay.

Wendre Finland Oy is not responsible if the customer’s order is not received due to data network or data communication failure.

Product prices

The prices in the Familon Professional online store are in euros (EUR). The prices do not include value added tax (VAT 0%). At the ordering stage, a delivery charge is added to the prices so that the final price of the order is visible to the customer when the order is confirmed in the online store. The prices of the products do not include delivery costs, but are stated separately in connection with the order and in the order confirmation. Our logistics centre is located at our factory in Pärnu, Estonia, from which we deliver orders directly to customers. The selling is intra-community supply, VAT 0%. This is why no VAT is added to product prices or delivery methods.

The price of the product is the price displayed on the Familonpro.com online store page in connection with the product information available at the time of ordering. Prices are valid until further notice or for a specified period. E-commerce product prices and delivery costs are updated at regular intervals. Wendre Finland Oy reserves the right to correct and revise prices due to technical or human errors. If incorrect price information has been provided by the online store, and the error is so clear that the customer should have understood the error in question (e.g. the price is exceptionally low compared to the actual price or general price level), Wendre Finland Oy is not obliged to sell the product at the wrong price.

Delivery

Wendre Finland Oy supply their products to the customer on the basis of a contract of carriage agreed with a third party. Orders can be delivered to postal service outlets or, in mainland Finland, to addresses with a fixed road connection. Delivery costs are added to the order price. The delivery costs of each order can be seen in the e-commerce shopping cart function. If more than one product is ordered, Wendre Finland Oy will charge the delivery cost in accordance with the delivery cost of the most expensive / largest product in the shopping cart. See more at www.familonpro.com/delivery-methods-and-costs.

Wendre Finland Oy’s contract suppliers deliver orders to the delivery address indicated by the customer. Orders are delivered to the customer’s premises on weekdays between 8 am and 4 pm. Large products are only delivered to the customer’s premises. The customer must co-operate to ensure the proper delivery of the order by, for example, providing the correct information and practical instructions for the delivery of the order.

The product delivery times are: 1) stock products (3–8 working days), 2) backorder products (1–3 weeks) and 3) delivery sales products (4–6 weeks). The delivery time for each product is indicated on the product page, together with other product information.

Delivery times are estimates. If the delivery of the order is delayed from what has been announced, Wendre Finland Oy will endeavour to notify the customer of the delay using the contact information provided by the customer and to give the customer a new estimate of the delivery time. If Wendre Finland Oy has sent the order on time, but there is a disturbance in carrier dispatch – e.g. mail delivery is congested – Wendre Finland Oy shall not be responsible for the delay in delivery.

If necessary, the order can be divided into several deliveries. If the order is delivered in several batches, Wendre Finland Oy will charge the delivery costs only for one delivery batch. Wendre Finland Oy reserves the right not to send the order if the product or a replacement product is no longer available. The transaction will then be deemed terminated, and Wendre Finland Oy will return the payments received to the customer. In such cases, Wendre Finland Oy is in contact with the customer and agrees on measures.

Wendre Finland Oy is not responsible if the delivery of the order is delayed or the order cannot be delivered due to the customer, e.g. because the customer has provided incorrect contact information or has failed to report a change in his/her contact information.

If the customer does not receive the products at the customer’s premises at the time of delivery, or does not pick up the products from the postal service outlet within seven (7) working days of the arrival notification, or if the delivery fails for any other reason due to the customer, the delivery will be returned to Wendre Finland Oy’s warehouse (Pärnu, Estonia). In this case, Wendre Finland Oy will store the products on behalf of the customer for thirty (30) days, and during this period the customer may collect the products from Wendre Finland Oy by paying all additional delivery, storage and other costs incurred by Wendre Finland Oy.

Product inspection and complaints

Upon receipt of the delivery, the customer must immediately check that the delivered products are free of defects and that the delivery has included all products ordered. If the customer finds that there is a defect in the delivered product or that the order is otherwise incorrect, the customer must immediately, and no later than within seven (7) days of receiving the delivery, notify Familon Professional online store’s customer service, b2b@familonpro.com. However, the customer’s complaint does not mean that the product is deemed to be defective, but the defect and the consequences of the defect are determined by the Finnish Sale of Goods Act (355/1987).

Payment methods

In the Familon Professional online store, products and their delivery costs are paid in connection with the order via the online payment button any Finnish bank, by Visa, Visa Electron or MasterCard or by invoice (Yrityslasku). See more at www.familonpro.com/payment-methods.

Retention of ownership

Wendre Finland Oy retains ownership of the products until it has received full payment for the products ordered. In addition, Wendre Finland Oy reserves the right, in accordance with applicable law, to suspend or terminate the use of the products, to prevent the delivery of the products and to repossess the products (or instruct a third party to repossess the products) if the customer has failed to make payments or if the customer’s credit card company refuses to make a payment for any reason or requires Wendre Finland Oy to return the payment received for the products.

Right of exchange and return

In general, products ordered from the Familon Professional online store cannot be exchanged or returned. However, Wendre Finland Oy may, but is not obligated to, accept the exchange or return of a product in individual cases. In the event of a problem, the customer must contact the Familon Pro online store customer service.

If Wendre Finland Oy has agreed to exchange or return the product, the customer must deliver, exchange or return the product unused, in its original condition, to the address indicated by Wendre Finland Oy without delay and no later than fourteen (14) days after separate agreement.

Product warranty

Wendre Finland Oy grants a warranty of ten (10) years on the spring wires of box spring beds and spring mattresses and the frames of box spring beds purchased from the Familon Professional online store, subject to the following conditions. Based on the warranty, Wendre Finland Oy is responsible for the breakage of the spring wire and the durability of the frame of the box spring bed. The warranty does not cover damage that can be considered to have been caused by abnormal use of the product. The warranty does not cover normal wear and tear, including the flattening of the spring mattress of up to 20 mm and a reduction in elasticity of up to 20%.

Wendre Finland Oy grants a warranty of three (3) years on foam mattress fillings and a warranty of one (1) year on covers purchased from the Familon Pro online store, subject to the following conditions. The warranty is conditional upon the filling material being used in a manner recommended by Wendre Finland Oy and upon the product having been maintained in accordance with the instructions given. The warranty does not cover normal wear and tear, including normal fatigue of the surface softness. The guarantee covers changes of over 25% in the elasticity of the springs.

The warranty becomes void if the customer repairs the product without the assistance of Wendre Finland Oy. Wendre Finland Oy shall not be liable for defects under the warranty if it is likely that the deterioration of the goods is caused by an accident, mishandling of the goods or other circumstances on the customer’s side.

Wendre Finland Oy does not provide any warranty for other products. Such products and service are sold “as is”.

Liability for losses

Wendre Finland Oy shall not be liable for any consequential losses which the Customer may suffer on the basis of the agreement between Wendre Finland Oy and the Customer or these Terms and Conditions.

For direct losses, Wendre Finland Oy’s liability is limited to the value of the defective product.

Force majeure

Wendre Finland Oy complies with its obligations under the Terms and Conditions to the extent that may be reasonably required. However, Wendre Finland Oy is not liable for any possible product defects, delays or other breaches of contract due to circumstances beyond Wendre Finland Oy’s control (force majeure). Force majeure measures include, for example, industrial action, illness of personnel, import and export bans, and possible transport disruptions. In the event of a delay, however, Wendre Finland Oy strives to serve the customer in the best possible way and to comply with its obligations in accordance with the situation as soon as possible.

Changes to the Terms and Conditions

Wendre Finland Oy has the right, at any time and without prior notice, to make changes to these Terms and Conditions. The changed Terms and Conditions become binding on the customer when Wendre Finland Oy has notified the customer of them and the customer has used Familon Professional online store for the first time after the notification.

Entry into force of the Terms and Conditions

These Terms and Conditions come into force on 19 March 2018 and are valid until further notice. These Terms and Conditions apply to orders placed after the effective date.

Applicable law and dispute settlement

Finnish law applies to the Familon Professional online store and these Terms and Conditions, except for its conflict of law provisions. These Terms and Conditions are governed by the Finnish Sale of Goods Act (355/1987) to the extent that no other terms and conditions have been agreed in these Terms and Conditions. The parties shall endeavour to resolve their differences primarily through negotiations. If no amicable settlement is reached, the disputes will be settled in the Helsinki District Court, Finland.

Customer service

In case of questions or problems, please contact the Familon Professional online store customer service either by phone +358 10 5045 500 or by e-mail b2b@familonpro.com. The Familon Pro online store customer service is available on weekdays from 9 am to 3 pm.