Contract terms

Terms of service

Applicable terms of purchase, order, and delivery on Rukkapets.com.

Delivery time

The online store is liable for delivering the item to the customer with the selected logistics partner. We offer free shipping when the order’s total price exceeds 75€. Delivery time is 3-10 days from the receipt of the order. During campaigns, delivery time is 5-14 business days due to the high amount of orders. You will receive a tracking number into your e-mail when the package is being processed. It may take a couple of days for the tracking number to be updated. 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.

Order and order confirmation

You can check your order’s information from the automatic order confirmation which you will get into the given e-mail after you’ve made the order. If there’s anything unclear about the order, you can contact our customer service either by phone or by sending an e-mail to info@rukkapets.com. To accelerate things, we ask you to also provide your order number and/or your name in the e-mail. Changing the order is not always possible since we may have already posted your order, however, our customer service will always check if the change is possible.

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 nearest post office, or in some cases into the post locker. Logistics company will primarily send an eletronic notice of arrival. If you do not get an arrival notification within five days of ordering, check your tracking number to see where the package is. 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. Rukkapets.com 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 for some reason you’re not happy with the Rukka Pets 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. 

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

Rukka Pets c/o Gogosend (OGOship)
Liivalao 11 (Ladu 40)
11216 Tallinn
ESTONIA

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.

Consumer complaint

If you have a consumer complaint about our products, send an e-mail to info@rukkapets.com. State used name and order number in the e-mail. Our customer service will give specific instructions on how to finish the consumer complaint.

The consumer complaint right is not covered by a product bought from third parties and the person who made the order should primarily contact us personally.

Consumer complaint returns are handled the way returns are. Read the guidelines from the Return Policy section.

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.

Incorrect pricing

We reserve the right to cancel the order due to an inaccuracy such as misprints, technical errors or grammatical errors. Rukkapets.com reserves the right to grammatical errors, mispricing, and change in prices. Our offers are always valid as long as the product is still in stock.



Payment methods

As a payment methods worldwide, we use Stripe powered payment methods. 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. 


Rukka Pets’ official online store is controlled by SB Ecommerce Group Oy.

SB Ecommerce Group Oy
Business ID: 2470627-8
Aleksanterinkatu 26
15140 Lahti
+35844 242 5678

info@rukkapets.com



Privacy Policy 9.5.2018

Registrar:

SB Ecommerce Group Oy
2470627-8
Aleksanterinkatu 26 A
15140 Lahti

SB Ecommerce Group Oy 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) as of May 25, 2018.

SB Ecommerce Group Oy's 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@rukkapets.com.

Usage of cookies

A cookie is a small text file that the browser saves to the user's end device. Cookies contain an individual identifier to identify users. SB Ecommerce Group Oy utilizes cookies on its website to implement services and to help the usage of services. The user cannot be identified just by the usage of cookies. The user can give consent to the usage of cookies or deny it from the browser settings.