🛡️ Dispute & Buyer Protection Policy

1. Platform Role

Finnfabrik operates as a marketplace connecting buyers and sellers. Finnfabrik may temporarily hold payments related to a transaction to ensure proper completion, handle potential disputes, and comply with applicable legal obligations.

• The purchase agreement is formed directly between the buyer and the seller
• Finnfabrik facilitates payments and may provide technical assistance in dispute situations
• Finnfabrik is not the seller of products
• Finnfabrik is not a party to transactions between buyers and sellers

2. Buyer Protection

Finnfabrik offers limited buyer protection to enhance safety on the platform.

Buyer protection may apply in situations such as:

• The product was not delivered
• The product does not substantially match the description
• The product was damaged or defective upon delivery

Buyer protection is not automatic. The buyer must follow the procedures outlined in this policy.

3. Right of Withdrawal (Consumers)

Consumers have a statutory right of withdrawal under Finnish consumer protection law. The existence, duration and conditions of any withdrawal right depend on the type of transaction and applicable law.

• The withdrawal period generally begins upon receipt of the product
• Exceptions may apply (e.g., customized products, sealed products that cannot be returned for health or hygiene reasons)
• The seller is responsible for complying with the law and providing the required consumer information

4. Opening a Dispute

The buyer should contact the seller first and attempt to resolve the matter directly.

If no resolution is found, the buyer may open a dispute with Finnfabrik within a reasonable time, generally within 30 days of either:

• The delivery date (if the product was received); or
• The estimated delivery date (if the product was not received)

The dispute must include:

• Order details
• Description of the issue
• Any supporting evidence (e.g., photos, messages)

This internal dispute period does not limit any mandatory statutory rights or remedies available to consumers under applicable law.

4A. Seller’s Right to Respond

Once a dispute is opened, the seller is given 7 days to respond and present their view and evidence.

Finnfabrik will not make a decision until both parties have been heard.

5. Dispute Handling

After receiving a dispute:

• Finnfabrik may review the information provided by the parties and request additional information where reasonably necessary
• Finnfabrik may facilitate communication between the buyer and seller regarding the transaction
• Finnfabrik may provide general information or technical and administrative assistance relating to the dispute
• Finnfabrik may reject a dispute where it is clearly unfounded, abusive, or made in bad faith

Finnfabrik does not act as a court, mediator, referee, arbitrator, or decision-maker in disputes between buyers and sellers. Finnfabrik does not determine the legal rights or obligations of the parties. The buyer and seller remain responsible for resolving their contractual dispute in accordance with the applicable agreement and law.

6. Possible Resolutions

Depending on the situation, the resolution may include:

• Full or partial refund
• Return of the product
• Replacement of the product
• Rejection of the claim

The buyer and seller remain responsible for their respective contractual obligations. The parties may always refer the matter to the Consumer Disputes Board or a court of law.

7. Returns

Returns are handled by the seller in accordance with applicable law and any applicable return terms stated in the listing.

If necessary, Finnfabrik may assist in facilitating returns through the payment service provider if the seller has not acted appropriately.

8. Withholding of Payouts

If a dispute is ongoing, Finnfabrik may temporarily delay, suspend, or withhold payment relating to the disputed transaction while the matter is being reviewed or until sufficient clarification has been obtained.

Where reasonably necessary to protect buyers, sellers, Finnfabrik, or the payment process, Finnfabrik may temporarily place a hold on other amounts in the seller’s Finnfabrik account where those amounts are reasonably connected to the dispute, a potential refund, chargeback, cancellation, or other payment-related risk.

Any hold will be limited to what Finnfabrik reasonably considers necessary in the circumstances and will be released when the relevant matter has been resolved or the reason for the hold no longer applies, subject to applicable payment-provider requirements and applicable law.

9. Chargeback

If the buyer initiates a chargeback:

• Finnfabrik may suspend processing of the transaction
• The seller may be asked to provide additional clarification
• Any chargeback-related costs may be handled in accordance with the applicable payment-provider rules, the transaction terms, and applicable law

10. Platform Role (Summary)

Finnfabrik aims to provide reasonable assistance in resolving disputes but does not act as a court of law, mediator, or referee.

The buyer and seller remain responsible for their respective contractual obligations. The parties may always refer the matter to the Consumer Disputes Board or a court of law.

11. Misuse

Misuse of the dispute system may result in:

• Account closure
• Restriction of access
• Other measures

Examples of misuse include opening unfounded disputes or providing false information.

12. Contact Information

📧 info@finnfabrik.com

🌐 https://finnfabrik.com