TERMS AND CONDITIONS
PRICES AND VAT
Prices for new products include value-added tax (VAT) at 25.5%. Margin taxation is applied to the sale of used products, meaning they do not include deductible VAT. We reserve the right to cancel an order in the event of major pricing errors. A pricing error refers to a possible human error in product pricing on the online store.
ORDERING FROM THE ONLINE STORE
Once we have processed your order, you will receive an order confirmation via email. Receiving the confirmation requires providing an email address during checkout. If you do not receive an order confirmation, please contact us. By placing an order, you agree to comply with our current terms and conditions.
DELIVERY AND SHIPPING COSTS
Depending on the local courier, orders are delivered either to your doorstep or to the nearest pickup point.
A shipping cost will be added to the order, which becomes visible when proceeding from the shopping cart to checkout. You can track your shipment using the tracking code provided in the order confirmation. You will receive an arrival notification via email or text message when the package is ready for pickup.
IN-STORE PICKUP
All products can also be ordered for pickup from our store. Store pickup is free of charge. Identity must be verified upon pickup.
WARRANTY
New products come with a one-year warranty, with the following exceptions:
- Zoom products, ESP Japan electric guitars/basses, and Tokai Japan electric guitars/basses have a three-year warranty.
- Orange amplifiers, Fender guitars/basses, and Fender amplifiers have a two-year warranty.
Potentiometers, amplifier tubes, speakers, and other wear-and-tear parts come with a two-month startup warranty. The warranty does not cover defects caused by incorrect or careless use.
Used products do not carry a warranty. They are sold in "as-is" condition at the time of purchase. If you have any questions regarding products purchased from us, please contact our customer service.
RETURNS IN REMOTE SALES
We comply with the Consumer Protection Act and the guidelines of the Finnish Competition and Consumer Authority regarding remote sales. The purpose of the law is to give the consumer the right to examine the product in the same way as would be possible in a physical store. Products can be returned within 14 days of receipt. The return must be made without delay after submitting the return notification.
Upon return, the product must be in the same condition as it was at the time of sale. The right of return does not apply to custom-ordered products or instruments to which the customer has ordered separate modification work.
If the returned product matches the description given on the website and is not defective, the buyer is responsible for the shipping and handling costs.
Products must be returned packed in the same manner as they were when sent. All manuals, accompanying materials, and accessories included in the package must be returned. Returned products cannot be sent via Cash on Delivery (COD). The items remain the customer's responsibility during transit.
If you wish to return an item you ordered, always contact our customer service first to receive return instructions. Please review the product images and descriptions carefully. If needed, please ask us for more information before placing an order.
Please note that an uncollected shipment does not constitute a return. We will charge the customer for round-trip freight and handling costs for uncollected packages, as well as for orders cancelled after order confirmation.
Returns are processed within one week of their arrival.
PROBLEM SITUATIONS & DAMAGED SHIPMENTS
If the product's shipping package has been damaged during transport, a complaint must be filed immediately at the pickup point, and our customer service must be contacted right after. When processing transport claims, shipping companies require that the damage to the packaging has been documented and verified at the pickup point.
If you ordered the product with home delivery, please file the complaint about the damaged package directly to the driver.
PAYMENT
The payment mediation service and payment service provider is Paytrail Oyj (Business ID: 2122839-7) in cooperation with banks and credit institutions. Through Paytrail, you will find a wide selection of payment methods.
Paytrail Oyj will appear as the payee on your bank statement or card bill and will forward the payment to the merchant. Paytrail Oyj holds a payment institution licence. In case of complaints, please primarily contact the product supplier.
Paytrail Oyj Business ID: FI21228397 Innova 2, Lutakonaukio 7 40100 Jyväskylä www.paytrail.com
PRIVACY AND SECURITY
We care about your privacy. The customer information you provide when placing an order is confidential to us. Our privacy practices are explained in more detail in our privacy policy. We only use solutions from trusted partners in our online store, payment processing, and delivery services. If you wish, you can make purchases without registering or logging in.
CUSTOMER SERVICE
If you have any questions regarding your order or our products, please contact our customer service.
EMAIL customerservice@kaksikitaraa.com
PHONE +358 40 967 6202