Dispute & Buyer Protection Policy

Effective Date: 9.5.2026

This policy applies to all transactions made through the Finnfabrik platform.

1. Platform Role

Finnfabrik may temporarily hold payments related to a transaction to ensure proper completion, handle potential disputes, and comply with applicable legal obligations.

Finnfabrik operates as a marketplace connecting buyers and sellers.

The purchase agreement is formed directly between the buyer and the seller
Finnfabrik facilitates payments and may assist in dispute situations
Finnfabrik is not the seller of products

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 the right to withdraw from a purchase within 14 days in accordance with consumer protection 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

4. Opening a Dispute

The buyer should first contact the seller 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)

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 case and request additional information
Finnfabrik may facilitate communication between the parties
Finnfabrik may recommend a resolution
Finnfabrik reserves the right to reject a dispute if it is clearly unfounded or made in bad faith

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

7. Returns

Returns are primarily handled by the seller in accordance with applicable law.

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 payments to the seller related to the disputed transaction until the dispute is resolved or sufficient clarification has been obtained.

In serious dispute situations, Finnfabrik reserves the right to withhold the seller’s entire balance or only the amount related to the disputed transaction. The hold will be released once the dispute is resolved.

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 costs may be allocated to the responsible party (generally the seller if the product did not match the description)

10. Platform Role

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

The final responsibility for the transaction lies with the buyer and the seller. 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

📧 support@finnfabrik.com
🌐 https://finnfabrik.com