Returns, Claims and Warranties
These instructions apply to the return of and complaints concerning products purchased in a store. Instructions for returning and making complaints about products ordered from the online store are available on a separate page.
Exchanges and returns for store purchases
All Biltema products have a 30-day exchange and return period from the date of purchase/collection, with the exception of service fees, clearance items, electronic car parts, frost-sensitive products during the period October–April, and fully assembled products such as bicycles, snow blowers and lawn mowers. The right of exchange and return does not apply to specially ordered products.
A product purchased in a store can be returned to any Biltema store in Finland, but not to the online store. Returns can only be made at the customer service desk of the nearest store upon presentation of the original purchase receipt or an electronic purchase receipt from My Biltema. The product cannot be returned if:
- the product has been used or damaged,
- the original packaging is damaged and no longer in a saleable condition,
- the packaging seal has been broken,
- the purchase receipt is missing, or
- more than 30 days have passed since the date of purchase.
These terms apply without exception.
Complaints concerning store purchases
The customer must contact Biltema immediately, or no later than two (2) months after the product defect was discovered, so that any consequential damage can be minimised.
A product complaint must be made at the customer service desk of the nearest Biltema store. Bring the purchase receipt or other proof of purchase showing the date of purchase.
If the customer is unable to visit a store or if doing so would cause additional inconvenience, the product complaint can be submitted in writing to asiakaspalvelu@biltema.fi.
The complaint message must include the following information:
- Which product the complaint concerns
- The product's date and place of purchase
- As detailed a description of the defect as possible
- The customer's contact details
- A photo of the purchase receipt/proof of purchase
- A photo of the product clearly showing the defect
Handling of complaint cases
If a dispute concerning the purchase agreement cannot be resolved through negotiations between the parties, the consumer may refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi). Before bringing the matter before the Consumer Disputes Board, the consumer must contact the Consumer Advisory Services (www.kuluttajaneuvonta.fi). The Consumer Disputes Board always makes an independent decision, for example in complaint cases. Biltema always participates in these cases.
Right of withdrawal for the Pay and Collect service
If you have made a purchase through the Pay and Collect service, you have a statutory 14-day right of withdrawal.
Here you can find the full terms and conditions for the right of withdrawal, returns and complaints for the Pay and Collect service.
If you wish to withdraw from a purchase made through the Pay and Collect service, you can use our digital withdrawal form or contact our customer service at asiakaspalvelu@biltema.fi
Warranty
For certain products, Biltema offers a 3, 4, 5 or 10-year warranty. These products are marked with a special warranty symbol.
The warranty period is calculated from the original purchase date. The receipt serves as proof of warranty, and the warranty period is stated on the receipt.
If a product fails during the warranty period due to a manufacturing or material defect, we will repair or replace the product. If the product is no longer part of our range, Biltema will provide a suitable replacement product. Biltema determines what constitutes a suitable replacement.
Biltema's warranties are voluntary commitments that provide benefits in addition to your statutory rights. The warranty does not affect your right to make a claim under consumer protection legislation.
Biltema is not liable for loss related to business activities.
Other Information
We reserve the right for any errors in texts, images and pricing. This applies to our website, brochures, advertising material and marketing communications. We reserve the right to correct such errors, update information on the website and continuously make product changes and improvements.