General terms and conditions for Pay & Collect

1. General purchase information

The “Pay & Collect” terms and conditions apply between you, the consumer, and Biltema Suomi Oy, corp. ID 1560844-9, (“Biltema”) when you purchase products online at www.biltema.fi (“Biltema Online”) and collect them at the selected Biltema store (“Biltema Store”). 

You may only make purchases via Biltema Online if you are a legal adult and have the right to enter into a contract.

Biltema reserves the right to make price changes and cannot be held liable for errors in texts and images. This applies to information on Biltema Online, in the catalogue, and in our advertisements and marketing materials. Biltema reserves the right to correct such errors, change or update the information on Biltema Online, and make product changes and improvements at any time.

2. Ordering and purchasing products 

When ordering goods on Biltema Online and confirming your order at the checkout on Biltema Online, you enter into a purchase agreement. Biltema will send confirmation of your purchase by SMS or email to the contact details you provided at the time of ordering. 

Ordered goods remain the property of Biltema until they have been paid in full.

2.1 Changing an order

If you discover a discrepancy in your order, it is important that you contact the selected Biltema Store immediately to have your order amended. 

In cases of obvious errors (e.g. incorrect price, typographical errors, etc.), Biltema reserves the right to rectify the error afterwards. If you are not satisfied with the rectification, you have the right to cancel your order. 

2.2 Information about products

Information about an individual product is presented on Biltema Online in connection with the purchase of the product. For complete information about the product, please refer to the packaging.

2.3 Stock levels

The current stock level of a product in each Biltema Store is shown on Biltema Online in connection with the order. If Biltema determines that your order cannot be fulfilled due to discrepancies in the stock level shown on Biltema Online, the relevant Biltema Store will contact you. In such a case, you have the right to cancel or change your order. Biltema reserves the right to not fulfil an order in cases where the products are out of stock or in the event of technical problems. The same applies if the stock levels change from the time the order was placed to when your order is collected by you at the relevant Biltema Store. In such cases, Biltema will refund you any payment made in accordance with the payment model below.

3. Prices and payment methods

The price of the goods you order is the price shown on Biltema Online on the day of your order or the date you last changed your order, with reservation for any typographical errors or other inaccuracies. All prices are inclusive of VAT.

We offer the following payment options in partnership with Qliro. Note: If a purchase cannot be completed, reimbursement will be carried out by Qliro, either by releasing the held amount or by crediting the payment. When choosing some of the payment methods a fee can be added.

Direct bank payment

After you have confirmed your purchase in Biltema Online checkout, you will be redirected to your internet bank to complete your payment. The money will be deducted directly from your account when you approve the transaction.

Card payment

You can choose to pay the entire order value by debit or credit card. We currently accept VISA and MasterCard. There is no card fee and, our partner Qliro, handles the credit card payment to guarantee a fast and secure payment. For increased security, we use 3D-Secure, a global security standard developed by VISA and MasterCard for payments over the Internet.

After confirming your order at the Biltema Online checkout, you will be requested to provide your card details in order to complete the order, after which the price of the order will be held on your account. The transaction is carried out with SSL encryption, which means that no unauthorised party is able to see your information. The actual amount will only be debited from your card once you have collected your order at the relevant Biltema Store. You are obligated to ensure that there are sufficient funds on the payment card when the funds are held and the payment is made. If the specified card cannot be debited when you collect your order, Biltema has the right to cancel the purchase or demand subsequent payment. Reserved amounts are handled by Qliro. If you have any questions about your reserved amount, please contact Qliro directly (https://www.qliro.com/fi-fi/asiakaspalvelu).

This is how it works:

  1. Select Credit Card as the payment method at checkout. You are now linked to Qliros secure payment server.
  2. Select the type of credit card; enter the card number, validity date, card security code (CVV) and name of the cardholder. Please note that when using e-cards, you should specify at least two months of validity.
  3. A check is carried out so that the card details are correct and that there is coverage for the purchase.
  4. The purchase amount is reserved first in your account.
  5. The reserved amount is transferred to the "Store" when the goods are sent.

Card payments are made in systems that meet the requirements of the PCI-DSS security standard. For information about your payment contact Qliro via the contact details at https://www.qliro.com/fi-fi/asiakaspalvelu.

Please note that we (Storebox) do not currently support payment made by debit card via Samsung Pay or Apple Pay.

Qliro invoice

The invoice must be paid within 14 days from the invoice date. The invoice is sent via e-mail to the email address you specify at the time of the purchase. You can also see and pay the invoice in Qliros App/website.

In case of late payment, a reminder is sent to you and there is a delay fee of 5 € plus late interest with applicable reference rate. In case of further delay, a statutory collection fee is added.

In the case of invoice purchases, we reserve the right to make a credit report through Qliro AB. Collection and processing of your personal data as well as credit information is necessary for us to process your request for 14 days credit.

By completing your purchase, you agree to the “Pay & Collect” terms and conditions as well as Qliros’ terms and conditions for invoicing.
For more information about Qliros terms and conditions, please read here.

Qliro ”Purchase now – pay later”

With this payment method, you have 0 % interest and a setup fee of 4,99 EUR. Except form that, there are no additional fees. The invoice is sent by e-mail in the middle of the campaign month. You can also see and pay the monthly invoice in Qliros App/Website.
In case of delayed payment, the payment plan for the Campaign will be transferred to the Qliro Account, where a late fee of 5 EUR and default interest of applicable reference interest on the next monthly invoice will be paid.

At the time of purchase, we reserve the right to make a credit report through Qliro AB. Collection and processing of your personal data and credit information is necessary in order for us to process your request for credit purchases.

Full terms: Qliros full promotional terms (see also Standardised European Consumer Credit Information on p. 5).

Qliro Account & installment payment

When you choose a part payment, you are immediately notified if your application has been granted and we can handle your purchase immediately. Should your application not be granted, you can go back and choose an alternative payment method.

You can have one or more ongoing part payment purchases and Qliro compiles them on a monthly invoice that is sent to you via email in the middle of each month. In Qliros App/website you have the possibility to see and pay the monthly invoice. You can pay your entire remaining debt at any time during the instalment period.

In case of late payment, a reminder is sent to you and there is a delay fee of EUR 5 plus late interest rate with applicable reference rate. In case of further delay, a statutory collection fee is added.

At the time of purchase, we reserve the right to make a credit report through Qliro AB. Collection and processing of your personal data and credit information is necessary in order for us to process your request for credit purchases.

Payment options and full terms: Qliros full term and payment options for account and part payments (see also Standardised European Consumer Credit information on p. 5).

Trustly payment

Trustly is a payment method where you as a customer can easily purchase online and pay directly from your bank account. No mess, just as safe and easy as paying with swish.

When it is time to pay and you arrive to the checkout, there will be the option to choose Trustly. Once you have chosen Trustly, you should find your bank in the list selection that is displayed. Log in as usual by entering your social security number and then verifying with your personal BankID. Then select the account you want your payment to be deducted from and then confirm the payment using any authentication method. Finally, you receive a confirmation of the order you made and that the payment is made via Trustly.

4. Delivery information

Your goods are considered delivered when you collect them in the selected Biltema Store. The goods can be collected 2 hours after receiving an SMS or email confirmation of your purchase from Biltema on the telephone number or email address provided when placing the order. 

If your order was placed 2 hours or less before the closing time of the relevant Biltema Store, collection can be made the following day. 

Follow the signs to the “Pay & Collect” counter in the selected Biltema Store. To ensure your goods are collected by the right person, you are required to show valid identification and the order confirmation. If the goods are collected by a third party on your behalf, the individual will be required to present their identification.

If you do not collect your goods within 48 hours after receiving order confirmation, the purchase will be cancelled and your payment will be refunded.  

Note that when you purchase products via Pay & Collect Drive In, it is important that you ensure that you pick up your order with a suitable vehicle where, for example, luggage space is unpacked and folded down, or that you have a trailer for larger and bulky products. In this way, the staff at Biltema can deliver the order in a good, efficient and above all safe way.

Products that are heavier and/or bulky, thus cannot be loaded safely by the staff at Biltema, you as a customer are responsible for loading your products into your vehicle.

Pay & Collect Drive In

Your goods are considered delivered when you have them delivered to your car at the Biltema store. The goods can be collected 2 hours after receiving an SMS or email confirmation of your purchase from Biltema on the telephone number or email address provided when placing the order.

If your order was placed 2 hours or less before the closing time of the relevant Biltema Store, collection can be made the following day.

Follow the signs and instructions for "Pay & Collect Drive In" when you arrive at your local Biltema store.

To ensure that you are outside the store and that your goods are delivered to your car, please do the following when you are in place:

  1. At the pick-up location, you need to notify your arrival by clicking on the "Notify arrival" button, which you have received via previously, sent out information.
  2. Please enter your registration number so the Biltema personnel knows which car to deliver to. You do this either via sent out SMS or e-mail.
  3. Make sure that the boot lid and/or side doors are unlocked, and that you have a suitable vehicle to pick up the order you have placed.


By doing this, you agree to our General terms and conditions for Pay & Collect Drive In, and that this is equated with a receipt that you have your goods delivered. If you do not pick up your goods within 48 hours of receipt, the purchase will be cancelled and your money refunded.

5. Right of withdrawal, cooling-off period and claims

5.1 Right of withdrawal 

According to the Finnish Competition and Consumer Authority (Kilpailu- ja kuluttajavirasto), you have the right to withdraw from your purchase contract within 14 days of the date you, or a third party on your behalf, collected the order at the relevant Biltema Store.  The right of withdrawal does not apply to products where the seal has been broken and cannot be reasonably returned owing to health or hygiene reasons, or which may deteriorate or become too old. Nor does the right of withdrawal apply to products that have been manufactured according to your instructions or that have been otherwise personalised. 

To exercise your right of withdrawal, you must bring the product and receipt to your Biltema Store to communicate your decision to cancel the purchase. You can also write a clear, explicit message to Biltema (contact details provided below) communicating your decision to cancel the purchase. Provide your name, address and any other relevant information (e.g. order number, receipt number, product name) in the message. In connection with this, you will need to fill in a purchase cancellation form corresponding to the form in the link below. We recommend that you use the purchase cancellation form issued by the Finnish Competition and Consumer Authority, which can be found here. 

In order for you to exercise your right of withdrawal within the given time, you must either visit your Biltema Store to cancel your purchase as described above or send the purchase cancellation form to Biltema within 14 days of the date you, or a third party on your behalf, collected the product at the relevant Biltema Store.

You are obligated to return the product to Biltema at your own expense without undue delay and no later than 14 days of informing Biltema of your decision to exercise your right of withdrawal. Biltema will reimburse the value of the goods being returned, subject to deductions due to depreciation in the event you have used the product in a manner that affects its nature, properties, or function. 

Reimbursement will be carried out without undue delay and no later than 14 days of the date Biltema or the relevant Biltema Store was made aware of your decision to exercise your right of withdrawal and provided that Biltema, at that time, has received the returned product.

5.2 Cooling-off period

In addition to your right of withdrawal, when purchasing goods from Biltema, you have the right to a 30-day cooling-off period from the date you, or a third party on your behalf, collected the order at the relevant Biltema Store. This means you will be refunded when you return the goods. Goods can be returned to any Biltema Store.

Get in touch straight away with the customer service department at your nearest Biltema Store. NOTE! Don't forget to take your till receipt with you. The goods are exchanged or refunded provide that the following conditions are met:

  • The goods are unused, i.e. not destroyed or damaged.
  • The original packaging is undamaged, i.e. usable. Oils, chemicals and other products without seals will not be replaced.
  • A till receipt must be produced.
  • The replacement or refund must be made within 30 days of the date of purchase.
  • Some exceptions apply to certain automotive electronic articles, with the receipt being endorsed "Electrical automotive product, cannot be refunded!".
  • Discounted sale goods are not refunded.

5.3 Claims

Pursuant to the Finnish Competition and Consumer Authority, you have the right to claim for a faulty product. Claims must be made without undue delay, but always in two (2) month’s time, after the fault is discovered. To make a claim, take the goods and receipt with you to your nearest Biltema Store. If visiting your nearest Biltema Store to make a claim involves serious difficulty for you, we recommend that you first get in touch with your Biltema Store on telephone number 09 4270 5830. Have the product and receipt ready.  

If a product is faulty, you will be credited with the value of the product or, alternatively, the fault will be rectified or the product replaced provided that it does not entail an unreasonable expense for the Biltema Store. For purchases paid for by card, any refund for the faulty product will be issued to the same card used for the purchase payment. When paying by invoice, crediting will be carried out by Qliro according to their terms and conditions.

6. Personal data

When you purchase goods from us or otherwise interact with us, you may be required to share your personal data with us. We process personal data in accordance with Biltema’s Privacy Policy.

The latest version of the Privacy Policy can be found at https://www.biltema.fi/en-fi/customer-service/terms-of-use/privacy-policy/

 7. Contact 

You can reach Biltema’s knowledgeable customer service department who will gladly answer your questions at asiakaspalvelu@biltema.fi or on tel. no. 09 4270 5830 Mon–Fri 8.00–20.00, Sat 9.00–18.00 and Sun 10.00–18.00.

The address, telephone number, and email address of each Biltema Store can be found on Biltema Online.

8. Disputes

If you and the Biltema Store are unable to reach agreement, we will refer you to The Consumer Disputes Board (https://www.kuluttajariita.fi/en/) to solve the dispute.

Before taking the dispute the Consumer Disputes Boards handling the consumer must be in contact with Consumer Advisory Services (https://www.kkv.fi/en/consumer-advice/).