Terms of order

information about delivery options, times and fees

The terms of purchase apply to all orders made from Melomo Oy.

Delivery Options

when ordering from our online store:

Default delivery within Finland as a Posti parcel to the nearest or customer selected service point at a pre-announced time. Note: Long packages such as two-piece paddles are routed to the nearest service point instead of a parcel machine.

International parcels within the EU are delivered on a case-by-case basis by the most suitable Posti international delivery option.

Delivery time and costs of the delivery

Estimated delivery time for in-stock products in Finland is 1–7 working days. The price of the delivery is a fixed 6.90€. For purchases over € 300, delivery within Finland is free. Delivery as a Posti parcel to the nearest or customer selected service point, in the case of a small parcel directly to the customer’s mailbox. Estimated delivery time within Finland is calculated from the date of receiving the order.

For international parcels within the EU, the delivery costs are 39€ and the estimated delivery time is 3–8 working days, depending on the country (Posti Parcel Connect or Priority Parcel). Estimated delivery time for international parcels is calculated from the date the package is shipped, and we aim to ship the packages within a few business days of receiving the order.

The checkout system automatically calculates the shipping cost that you will see before making a final purchase decision.

Melomo is not responsible for delays in delivery or loss of the order package caused by a third party mentioned in the contract of carriage or any other unforeseeable and insurmountable obstacle. We can process complaints about a possible lost shipment after 14 working days from the shipment. We are also not responsible for exceptional cases related to the operation of the carrier (Posti) such as delays in freight, redirection of parcels to another pick-up point, etc. In case of problems, please contact the carrier directly.

In exceptional cases, we always contact the customer directly without delay, primarily by telephone.

Cancellation and return

If you would like to cancel or return your order, please contact our customer service info@melomo.fi.

Melomo Oy is not responsible for the return costs. Please contact our customer service via email, so we can create the shipment code for the return (for deliveries within Finland). Returning the package this way costs 6,90€ and this amount is deducted from the sum to be refunded. If you are returning a product from outside of Finland, please contact our customer service.

The right to return is 14 days after the first delivery of your order. The returned product must be in perfect marketable condition, ie. unused and in a new condition. When returning the product, pick up the dispatch code for refund tracking. After the product has been returned directly to our warehouse, we will refund the money within 14 days via Klarna. NOTE: For some Klarna payment methods, refunds may require action from the customer. In this case, the customer must contact Klarna Customer Service.

The right of return does not apply to discounted products (excluding defective products). The right of return does not apply to backordered custom packrafts.

Not picking up the package does not constitute a refund. If the customer does not collect the package without notifying Melomo, Melomo is entitled to deduct a handling fee of 9.90€ from the refundable amount. The notification can be made by e-mail to Melomo’s customer service info@melomo.fi

Delivery time

The delivery time of the product depends on the product ordered, the possible access and additional services, and the address at which the product was ordered. Usually we deliver the product within 1-7 days in Finland, excluding special orders and pre-ordered products. Deliveries abroad are case-specific, and you may ask an estimation for your delivery time from our customer service.

Melomo is not responsible for the delay in delivery or the loss of the order package caused by a third party mentioned in the contract of carriage or any other unpredictable or insurmountable Force Majeure. We will accept complaints about any missing item when 14 days have elapsed from delivery.

Melomo is not responsible for exceptional cases related to the carrier’s operations (delays in shipping, redirection of parcels to another pick-up point, etc.) In case of problems, please contact the carrier directly.

Your order confirmation

Once you have paid your order, you will receive an automatic order confirmation to email provided. You can track your order either with the package tracking code. Melomo reserves the right to cancel the order if there is a problem with the availability of the product or payment of the order. In this case, Melomo will immediately contact you directly. If, for some reason, you do not receive an automatic order confirmation within 12 hours of your order, please contact our customer service to verify that your order is properly accepted.

Products

Products in the product pictures may differ from the offer or include products that are not part of the product. The technical details of all the products appear in our online store. Due to technical error, the return is also free of charge as a customer return and the return must be made within a reasonable time when the error has been detected or should have been detected. Customer must detect an error within a reasonable time. In a clear product or price error, Melomo’s online store can invoke a mistake, for example if there was such an obvious mistake that the customer should have understood the existence of the error. In this case, Melomo also has the right to cancel the order due to incorrectness.

Pre-ordered products

Pre-order means that this product has not yet been published or the product is not currently in the warehouse. The date of arrival will be indicated on the product or when ordering a product, the customer service will notify the estimated time of arrival of the product. We reserve the right to cancel the sale of any product during the pre-order period. We also reserve the right to update the delivery schedule.

Special orders

The special orders are considered as products which are not part of our product range, but are ordered separately from the supplier. Depending on the supplier’s storage situation, the delivery time may be longer than normal. When choosing a home delivery for the special ordered product, please note a longer delivery time. We reserve the right to cancel the sale of any special orders. We also reserve the right to update the delivery schedule.

Limitations

We reserve the right to cancel the order due to inaccuracy, such as a printing error, technical problem, or a bulk order.

Each of the announced promotional products can only be ordered for 1pc / customer. A “limited batch” or similarly marked product may only be ordered for 1pc / customer.

Business customer orders

Product warranties given to consumers are not valid in business-to-business transactions. Therefore, the normal warranty conditions do not apply to companies. In the case of manufacturing defects, the problems are dealt with on a case-by-case and case-by-case basis, always consulting the product manufacturer.

Warranty and Service

Our products are subject to the warranty terms and conditions granted by the manufacturer or importer. The warranty gives you specific legal rights within the European Union, and is an additional benefit provided by the manufacturer to the private customers and only applies to products purchased for private consumer use. The warranty conditions do not apply to companies or products in commercial use.

The warranty is valid from the date of purchase or delivery, throughout the European Union. The warranty period and warranty coverage vary by product. If the warranty period is not stated in the product specifications, you can inquire about the warranty conditions for each product from customer service.

Warranty conditions apply if there are clear defects in materials or workmanship. In warranty matters, problems are dealt with case-by-case basis, always consulting the product manufacturer. The warranty covers all costs incurred when a product found to be defective is changed to match the original specification, either by repairing or replacing the defective part. Instead of repairing a defective product, the manufacturer / importer may, at his own discretion, replace it with a new product. The only obligation of the manufacturer / importer and the only compensation received by the customer under the warranty is limited to the repair or replacement of the defective product.

The customer and original owner must always verify their purchase with the original invoice. Return shipping charges to evaluate a warranty claim are covered by the customer and will be refunded on confirmation of a claim. Shipping of replaced or repaired products is free of charge. In the event of a warranty claim, please contact our customer service.

The warranty does not cover damage caused by: misuse, negligence, non-compliance with instructions, overloading, alteration or unauthorized repair of the product, improper packaging by the owner or negligence of the transport company. The warranty does not cover tears, burns, or damage resulting from accident, normal wear and tear, improper handling, misuse, or natural decomposition of colors and materials over time. The warranty also does not cover products that are broken or worn during use, or products that have been used for a purpose for which it was not designed.

If you need service for the product you have purchased, you can contact customer service. Melomo does not provide maintenance services, but provides product-specific advice.

The damage caused by transportation

If the customer finds that the product he has purchased is damaged immediately upon delivery, the customer must describe (photo) the damage and immediately contact our customer service by phone or email. The notice of transport damage must be made immediately or at the latest 3 days after the delivery.

If the product is defective or damaged during transport, we will ship the new product in Finland at no extra cost and as soon as possible. Damaged product is always returned to us. Our customer service informs the customer of the estimated time within which the new product can be delivered to the customer.

Payment options

In our online store, you have the following payment options: credit cards as well as the Klarna invoice and payment. All order details and payment traffic are processed in an encrypted way.

We reserve the amount of the purchase invoice as soon as the order has been received. If the reservation is unsuccessful, the order will be suspended, and the cancellation will be notified to the customer.

We will charge the credit card payments immediately after confirming your order. We also charge prepay orders at the order confirmation stage. An email invoice will be sent to you when you pay your purchases via Klarna invoice.

VAT, taxes and other fees

Melomo is based in Finland, therefore we operate under the EU e-commerce. Finnish VAT (24%) will automatically apply to products sold to any country within the EU. On all international orders, the recipient is responsible for payment of applicable duties, taxes, and other fees. Please contact your local customs office for information on duties and taxes.

SSL-security

SSL (Secure Socket Layer) means data protection. SSL creates an encrypted and secure connection between your computer or mobile device and our server. Therefore, all data transfer is encrypted, and outsiders do not get your data in their hands. We do not save account or card information; this information will only be used with payment.

Privacy Policy

Personal information is used for Melomo’s internal use, mainly for customer service and technical services in online shop. For additional information, read our Privacy Policy statement.

Force Majeure

Melomo is not responsible for the delay in delivery or the loss of the order package caused by a third party mentioned in the contract of carriage or any other unforeseeable and insurmountable Force Majeure. If the order package does not reach you by the promised deadline, Melomo will request a clarification from the carrier. The clarification takes about five days. The order can not be replaced or returned before the end of the clarification.

In addition

In case of any disagreement, we follow the recommendations of the Consumer Complaints Board and the law of Finland.

For more information, contact Melomo customer service at info@melomo.fi