Terms and Conditions for EU Customers
General Information
Proxel Oy (Business ID: 1057049-6) sells products to businesses and consumers over the age of 18 within the European Union.
Product prices include VAT unless otherwise stated. The standard VAT rate in Finland is 25.5%.
For VAT-registered business customers in other EU countries, VAT 0% intra-Community supply may apply, provided that the applicable requirements are met and the customer's valid EU VAT number has been verified.
Customers wishing to purchase at VAT 0% must contact our customer service before placing the order so that the VAT details can be verified. Entering a VAT number during checkout does not automatically change an order placed with VAT into a VAT 0% order.
VAT 0% prices displayed on product pages are for reference and apply only to customers and transactions that meet the requirements for VAT-exempt intra-Community supply.
We reserve the right to adjust prices and delivery charges.
Ordering
Ordering from our online store does not require creating an account. By registering, you can track your orders and manage your favourite products.
Orders are placed by adding products to the shopping cart and proceeding to checkout for payment.
Product images are for illustrative purposes. If you are unsure about product compatibility, please contact our sales team before ordering:
📧 myynti@proxel.fi
📞 +358 207 410 800
By placing an order, you agree to the terms and conditions in force at the time of ordering.
Payment Methods
We accept the following payment methods for international orders:
- Credit cards (Visa and Mastercard)
- Bank transfer upon request for business customers
- Invoicing for approved EU business customers with an established customer account and approved credit terms
To apply for a business customer account, please contact:
📧 info@proxel.fi
📞 +358 207 410 808
After a successful order, you will receive an order confirmation by email. A valid email address is required when placing an order.
If an ordered product is unavailable and cannot be sourced from our supplier, we reserve the right to cancel the affected order or order line. Any payment already received for the cancelled product will be refunded using the original payment method.
Delivery Methods and Regions
We deliver orders to EU countries using carriers including:
Posti
PostNord
UPS
FedEx
Available delivery methods may vary depending on the destination and the size and weight of the shipment.
Shipments are trackable when tracking is provided by the selected delivery service.
Please provide a valid phone number with your order for delivery and courier communication.
Shipping costs are calculated at checkout based on the selected delivery method, destination country and the size and weight of the shipment.
The applicable shipping cost is shown before the order is confirmed.
Estimated delivery times within the EU are typically approximately 3–10 business days, depending on the destination and selected delivery method.
Products in stock are normally dispatched within 1–3 business days after order confirmation.
Delivery times are estimates and may be affected by circumstances beyond our control. We will inform the customer of significant known delays whenever possible.
If an ordered product is not in stock and cannot be sourced from our supplier, we reserve the right to cancel the affected order or order line and refund any payment received for that product.
This section applies to consumers. The statutory 14-day right of withdrawal does not apply to purchases made by businesses.
EU consumers generally have the right to withdraw from an online purchase within 14 days of receiving the goods, subject to the exceptions provided by applicable consumer protection legislation.
To exercise the right of withdrawal, the consumer must notify Proxel Oy of the decision to withdraw within the withdrawal period.
A withdrawal notification can be submitted using the withdrawal function available on our online store or by contacting us at:
📧 info@proxel.fi
Simply failing to collect a shipment or returning a product without a notice of withdrawal does not constitute a valid notice of withdrawal.
After notifying us of the withdrawal, the goods must be returned without undue delay and no later than 14 days after the notice of withdrawal.
The consumer is responsible for the direct cost of returning the goods unless the product is defective or incorrect, or Proxel Oy has agreed to cover the return costs.
The consumer may inspect the product in the same way as would normally be possible in a physical store. If the product has been handled more than necessary to establish its nature, characteristics and functionality, the consumer may be responsible for any resulting decrease in value.
Whenever possible, products should be returned complete and carefully packed, preferably in their original packaging.
Return address:
Proxel Oy
Seenintie 7
40320 Jyväskylä
Finland
Refunds will be made in accordance with applicable consumer protection legislation using the same payment method used for the original transaction, unless otherwise agreed.
Failure to collect a shipment does not constitute a valid exercise of the consumer's right of withdrawal.
If a shipment is returned to Proxel Oy as unclaimed, please contact us to arrange further action.
Any costs that may legally be charged to the customer in connection with an unclaimed shipment will be assessed in accordance with applicable legislation and the circumstances of the order.
If a shipment is lost or arrives damaged, please contact us as soon as possible:
📧 info@proxel.fi
📞 +358 207 410 800
If the package is visibly damaged on arrival, we recommend reporting the damage immediately to the carrier and retaining the packaging and product for possible inspection.
This does not limit the consumer's statutory rights in relation to defective or damaged goods.
If a product is faulty, damaged or does not correspond to the order, please contact our customer service:
📧 info@proxel.fi
Please provide the order details and a description of the issue. Photographs or other supporting information may be requested where necessary to investigate the complaint.
Consumers have statutory rights regarding defective goods under applicable consumer protection legislation.
Products may also be covered by a manufacturer's or supplier's commercial warranty as stated in the product information. Any commercial warranty is in addition to, and does not limit, the consumer's statutory rights regarding defective products.
Damage caused by incorrect installation, misuse, improper handling, normal wear and tear or use contrary to the product's intended purpose is not covered by a commercial warranty unless otherwise required by applicable law.
Consumer-specific rights stated in these terms, including the statutory 14-day right of withdrawal, do not apply to purchases made by businesses.
Returns, warranty claims and other matters concerning business customers are handled in accordance with the agreed terms of sale and applicable law.
These terms and conditions are governed by Finnish law, without limiting any mandatory consumer protection rights that may apply to consumers under applicable EU or national legislation.
If you have a complaint, please contact Proxel Oy first so that we can try to resolve the matter directly.
If a consumer dispute cannot be resolved through negotiations, the consumer may refer the matter to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta):
Consumer Disputes Board
P.O. Box 306
FI-00531 Helsinki
Finland
Before referring a matter to the Consumer Disputes Board, consumers are advised to contact the Finnish Consumer Advisory Services. In cross-border EU consumer matters, assistance may also be available from the European Consumer Centre.