Terms and conditions
Privacy and Security
We will treat your personal information as confidential (although we reserve the right to disclose this information in the circumstances set out below.) We will keep it on a secure server and we will fully comply with all applicable Finnish/EU data protection and consumer legislation from time to time in place.
When you shop on the Web Store we will ask you to input and will collect personal information from you, for instance name, address, email address, telephone number, credit card details and passwords. We use your personal information for the following purposes:
- Processing your orders
- For statistical or survey purposes to improve our services to you;
- To serve website content and advertisements to you;
- To administer the website;
- To inform you of any new products.
We do not keep any credit card details on file ourselves. If you choose to save your payment details with us we use a trusted 3rd party (Paytrail). Paytrail stores them on our behalf, and we are not able to access the full card details.
Prices are as displayed on our Web Store and are in European Euro. We try to ensure that prices shown on our site are accurate, but they will still need to be validated before your order is processed. If there is a price difference, we will contact you immediately and should you wish to cancel your order, we will refund any money. Prices displayed are inclusive of VAT but exclude delivery charges and customs where applicable. Please see the Shipping costs section for details of our charges.
Payment when ordering online can be by credit and debit card. To ensure that shopping online is secure, your credit/debit details will be encrypted to minimise the risk of your details being read by an unauthorised individual as they are sent to us over the Internet. If payment for goods is made by bank transfer, goods will only be dispatched when the funds are cleared.
Cancellations and Returns
To cancel your order please email us at customerservice(at)balmuir.com
Where goods have already been dispatched, they must be returned in perfect condition, unused and in the original packaging to the following address:
Wheslyn Group Oy, Konetie 33 A, 90620 Oulu – Finland
All international returns must be marked clearly on the outside with ‘Returned Goods’ to avoid import duty. Any import duty that is incurred will be deducted from the refund.
Upon receipt of the goods we will credit the purchaser with the purchase price less any handling charge which may have been incurred. We will not be responsible for any refund of postage or carriage. We recommend that an insured service is used to ensure safe arrival of the return.
If you have purchased an item within the last 14 days and are not happy with it, please email customerservice(at)balmuir.com to receive details of how to make a return. You will need to return the item, unused, in its original packaging and in a resalable condition, to the returns address shown below enclosing your order confirmation and quoting the returns number you have been given.
Once the item has been received and checked, your refund will be processed within 48 hours of receipt. We will refund the purchase price but not any delivery costs incurred by us in sending the order to you or incurred by you in returning the goods to us.
Please note we will not be responsible for items lost in transit during return, even if the service is provided by our courier service. However, we will endeavour to claim on the customer’s behalf if our courier is used. Refunds are processed by the original payment method. If the card has expired, we will offer a bank transfer as an alternative.
Cancellation by us
We reserve the right to cancel the order / delivery in case;
- We have insufficient stock to deliver the goods you have ordered.
- We do not deliver in your area.
- One or more of the goods you ordered was listed as the incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we cancel your order we will notify you by email and will credit your account any sum deducted by us from your credit card as soon as possible but in any event within 14 days of your order. We will not be obliged to offer any additional compensation for consequential loss or disappointment suffered.
Please see our Shipping costs page for the latest charges. All our deliveries are sent out using a courier service.
Our aim is to deliver all orders within the specified times once receipt of payment has been confirmed. All deliveries are subject to stock availability and security checks. Delivery will be made to the address provided.
Whist we will make every effort to deliver within the time stated on our website, we will not be liable for any loss caused to you by late delivery or for late deliveries as a result of courier actions which are beyond our control. Please contact us at customerservice(at)balmuir.com as soon as possible if you do not receive your goods within a reasonable time. We will endeavour to get your goods to you as soon as possible or you may cancel your order. You will be refunded once the goods have been returned to us in good order or classified as lost by the courier company.
We will attempt to deliver your order to the delivery address stated on your order form. If products are returned to us as undeliverable either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we shall refund the price of the products less delivery costs incurred by us in sending out the goods plus any additional costs charged to us by the courier company for returning the goods to us. If we have to re-dispatch the order, if it has been returned to us, for reasons outside of our control there may be a charge. If a customer requires a parcel to be redirected because a wrong address has been given, there will be a redirect charge.
If the products we deliver to you are damaged or we have sent you incorrect goods or quantity, please contact us within seven (7) days of delivery at customerservice(at)balmuir.com. Please do not sign for any packages that are damaged or opened.
Duties and Taxes
All international customers purchasing will be served as Delivery Duty Unpaid (DDU) and will be charged for the items purchased and shipping costs only. Import duty or tax costs (where applicable) will be invoiced to you directly from our courier or an import broker appointed by you. We recommend you to contact your local customs authority to determine a landed cost price prior to purchase completion, as some countries have thresholds where no import taxes or duty fees will need to be paid.
If you are ordering products to be delivered to someone else, please make sure they are aware they will be responsible for these additional charges. We have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We would advise that you check the import charges applicable in any country before ordering products to be delivered there.
Please note that we aim to dispatch all international orders within 5 days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Balmuir is not responsible for any delays caused by destination customs clearance processes.
Vouchers and Promotional discounts
Gift Vouchers cannot be exchanged for cash. Gift Vouchers can be used against full price and sale items. Promotional discount codes may not be used in conjunction with other offers and sale items. If a customer makes a return for a product they have purchased with a gift voucher a new gift voucher will be credited for that amount.
From time to time we offer promotional discounts. An example being EUR 20 off of the first EUR 100 you spend on the Web Store. If your order consists of a number of products which amount to EUR 100 and you return one product you will get the full price back minus the amount of discount which has been equally allocated to that particular product.
If the goods we deliver to you are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us in writing at our contact address of the problem within 7 working days of the delivery of the goods in question.
If you do not receive the goods ordered within the date specified on the website we shall have no liability unless you notify us at our contract address within 30 days of ordering the goods.
If you notify a problem to us, our only obligation will be, at your option:
- To make good any shortage or non-delivery
- To replace or repair any goods that are damaged or defective; or
- To refund to you the amount paid by you for the goods in question in whatever way we choose.
Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expense (including loss of profits business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods.
You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our Shop. The importation of certain goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Nothing in these Conditions is intended to limit any rights you may have as a consumer neither under applicable local law or other statutory rights that may not be excluded nor in any way to exclude liability for any death or personal injury resulting from our negligence.
Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstances beyond our reasonable control including without limitation, strikes, lock outs and other industrial action, breakdown of system or network access, flood, fire, explosion or accident.
The disagreement situations
If a dispute concerning a commercial agreement can not be resolved by negotiation between the parties, the consumer can refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi) for decision.
Prior to refer the matter to the Consumer Disputes Board handling the consumer must contact the magistrate's Consumer Center (www.kuluttajaneuvonta.fi).