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CONDITIONS OF SALE

ORDER CONFIRMATION

We are legally obliged to send you an email to confirm that your order has been received and you may wish to print or save it for your future reference. The order received confirmation will include details of your order, including your chosen delivery address. We will then send you a further e-mail to let you know that your order has been processed by us and another when it has been dispatched. All orders for Goods are accepted when you receive an e-mail confirmation that your order has been processed. Please read our Privacy Policy for more information regarding our data handling policy.

PRICE & PAYMENT

All prices are quoted in Euros (€) and, where appropriate, are inclusive of Finnish sales tax (VAT) but are exclusive of delivery charges. All Goods are subject to availability and may be withdrawn at any time. We try to ensure that all prices on display on the Website at www.charliecare.fi are accurate. The price of an item is the price at head office on the day of your order. We reserve the right to change any price after you place an order but should we do so, we will inform you before we process your order and you will have the opportunity to cancel the order. However, the correct price will always appear on the email that we send you when we have processed your order. Where Goods are discontinued or cannot for some reason be delivered we will contact you by e-mail or telephone to inform you of this and to suggest an alternative item similar to the one ordered or we may have to cancel your order. Where this is part of a larger order, we will process and dispatch the available Goods to you in the normal manner. All payments must be in Euros (€). We accept payment by Visa, MasterCard, American Express. You can pay safely with a credit or debit card. On top of that you may choose to use some of the alternative payment methods which can be found from the shopping cart. 

LIMITATION OF LIABILITY

We will use all reasonable endeavours to carry out our obligations within a reasonable period of time but will not be liable to you for any loss, costs or expenses arising directly or indirectly from any delays in doing so and we will not be deemed to be in breach of these terms and conditions by reason of any delay in performing, or any failure to perform, any of our obligations in relation to these terms and conditions, if the delay or failure was due to any cause beyond our reasonable control. Except in respect of death or personal injury caused by our negligence, we will not be liable to you for any economic loss, which term shall include loss of profits, business, revenue, goodwill or anticipated savings or any special, indirect or consequential loss in connection with the supply of the Goods. No part of these terms is intended to constitute an exclusion of any liability which cannot be excluded under applicable law.

GENERAL

The following general provisions apply both in respect of our Website Terms of Use and Conditions of Sale (“Terms and Conditions”).

All notices shall be in writing and may be served by sending them by recorded delivery post to Charlie Care Limited at Itäinen Pitkäkatu 4 C, 20520 Turku, Finland. Nothing in these Terms and Conditions shall give nor is intended to give rights to any third party under the Contracts. Our failure to insist upon the strict performance of any of your obligations under these terms and conditions shall not be construed as a waiver and shall not affect our rights to require strict performance of such obligations. If any provision of these Terms and Conditions or part thereof is found to be invalid or unenforceable, the invalidity or unenforceability of such provision or part shall not affect any other provision or the remainder of the provision in which such invalid or unenforceable part is contained, which shall remain in full force and effect.

Charlie Care may assign or otherwise transfer its rights and obligations under these Terms and Conditions without notice to you. You may not assign or otherwise transfer your rights and obligations under these Terms and Conditions without the express written consent of Charlie Care.

These Terms and Conditions will in no circumstances create a relationship of agency or partnership between Charlie Care and you.

These Terms and Conditions and our Privacy Policy contain the entire agreement between us with respect to our Website. All sales of goods via our website are governed by our Conditions.

Finnish law will apply to these Terms and Conditions and the parties agree to submit to the exclusive jurisdiction of the Finnish courts. However, this will not affect your statutory rights if applicable consumer law requires application of another law (such as the law of your country of residence).

DELIVERY TIME

The online store is liable for delivering the item to the customer with the selected logistics partner. Delivery time is 10 -20 days from the receipt of the payment. However, we reserve the right to run out of stock, which may extend promised delivery times. Our delivery times are referential. Provided the ordered product is delayed or temporarily out of stock, we aim to always notify the customer as quickly as possible. If you have any questions regarding your order or delivery times, you can contact our customer service.

DELIVERY AND DELIVERY COSTS

The delivery costs will be included in the total sum of the order. Additional charges that are independent of us may occur, provided you choose an alternative delivery or payment method (i.e. installments) or your home countries customs fees. 

We will deliver the order by parcel post to your address, or in some cases into the post locker. The package will be kept in the post office for 7 days, after that it will be sent back to the sender. Note that unretrieved delivery is not a proper return according to the consumer protection law. We use a logistics partner of our choice for delivery. Please make sure the address information is correct at the time of ordering. Charliecare.fi is not responsible for delivery to the wrong address if it was entered incorrectly by the customer.

UNRETRIEVED DELIVERY

An unretrieved delivery is not a proper return according to the consumer protection law and it is considered a breach of contract by the buyer. In these cases, we will automatically charge 15,00€ postage and handling charges. The online store has a right to demand compensation from the buyer for any costs incurred due to the breach of contract (Finnish Consumer protection law 5th section 25 & 28 §).

RETURN POLICY

If you want to return the purchased product after you have picked up your parcel, attach a return form with the product.

If you’re not happy with Charlie Care product you ordered, you can return it within 14 days of receiving of the product. The returnable product must be unused and in a sales condition and has to contain all original price tags as well as packaging. If these terms are not met or the product has, for example, pet hair, we cannot accept the return. In case the return has a mistake caused by the buyer, we always reserve at least 25% of the purchase price. The product is to be well packaged and the buyer is liable for a badly packaged product’s breakage or disappearance.

If you want to return the product, download the return form HERE and attach it filled with the product. You can also copy the form by yourself if needed. In a return situation, the form is necessary. These RETURN POLICY applied only on private customers. There is no possibility to return the products intended for professional use and purchased by the legal entity.

The product to be returned is to be delivered with the return label. Our return address is 

Charlie Care Oy

Werstas, Itäinen Pitkäkatu 4 C (2nd floor), 20520 Turku, Finland

The customer is responsible for costs caused by the return, including the cost of delivery. When the product is received in an adequate condition, the product will be checked whereupon the money will be returned within 30 days of receipt of the return package. The return will always be made to the same card/bank account from which the product was paid. In case you have chosen an invoice as a payment method, we will notify Klarna directly of the changes to the invoice when the product arrives back to our warehouse. The return cannot be sent as cash on delivery option.

When making the return, you can package all the products into the same parcel, even if they were sent in separate parcels.

The return will take approximately 2-3 weeks because return parcels arrive at our warehouse weekly. You will be notified by e-mail when your return has been processed. If you have not received any notification within this time, check your e-mail spam folder or contact our customer service.

If you return the product, remember to keep the receipt you received and keep it until your return has been accepted. The receipt may be needed in problem situations.

EXCHANGE POLICY

Unfortunately, we cannot offer a direct exchange option for the products. The exchange can be completed by, however, returning the product you already received (Read guidelines from Return Policy section) and by ordering the exchange product again from our store. We will compensate for the returned product when it arrives according to our normal terms.

LAW

Our operation is based on Finland’s valid consumer protection law. The customer has a right to submit any dispute to the Consumer Complaint Board. People under the age of 18 can only order with a parent’s consent.

PRIVACY POLICY 11.3.2020

Registrar:

Charlie Care Oy

Werstas, Itäinen Pitkäkatu 4 C (2nd floor), 20520 Turku, Finland

Charlie Care Limited saves and handles its customers personal information in accordance with the EU General Data Protection Regulation (GDPR, 2016/679) as well as the current Personal Data Act (523/1999). The customer must accept these Privacy Policy terms before ordering from the online store. Providing personal information is a prerequisite to ordering. You cannot order from our online store without providing personal information.

Uses of the register are

  • Maintaining customership such as handling orders, delivery, warranty and billing
  • Communication regarding customership such as different campaigns
  • To improve service experience, to provide product recommendations and targeted advertising  

We comply with good privacy policy when processing personal information and planning of processing. The processing of your personal information takes into account the requirements of the EU General Data Protection Regulation (GDPR).

Charlie Care Limited customer register contains the following information: 

  • First and last name
  • E-mail
  • Phone number
  • Postal address
  • Payment information, including the credit agreement and other billing information
  • Order history

We only store your personal information for a required time so that we can fulfill the uses that are described in this privacy policy. Finlands Accounting Act sets obligations on the long-term storage of information.

Recipients of personal information:

  • Our business and its employees
  • Payment intermediaries that received the payments
  • Carrier that delivers the item to the customer

The registers information consists of information that the customer has provided to our online store or otherwise collected by various digital forms.

We utilize trusted contractors, in which case information can be transferred to third parties. Agreements with all partners respect the requirements set by the EU Data Protection Regulation and other legislation.

The registered has the following rights:

  • The right to check personal information concerning you
  • The right to information correction
  • The right to limit handling (for example the right to refuse advertising)
  • The right to object to handling
  • The right to revoke the agreement (for example the right to revoke agreement to advertising)
  • The right to make a complaint to supervisory authority

Changes must be notified to our customer service by e-mail to sales@charliecare.fi