Purchasing & Returns

CONTENT

Product Returns & Refunds

We offer a 14-day return policy on all our products because we want you to be 100% satisfied with your purchase. If for any reason you want to return a product, we’ve aimed to make the process as easy and simple as possible.

Exclusions

Custom-made products, meaning carpets, exhibition carpets, artificial turf, patio carpets, upholstery felt, and car interior mats that have been cut to a specific size or shape, do not have the 14-day right of return guaranteed by the Consumer Protection Act. These products and services are personalized, designed, or cut specifically for you.

Due to differences in display devices, the colors in product images may vary, so they are for reference only. To ensure the color shade, please order a free sample from our sales department before placing your online order.

Exhibition carpets sold as used also do not have the 14-day right of return guaranteed by the Consumer Protection Act.

Condition for Returns

Please note that all products being returned or exchanged must be in their original packaging and in a salable condition—that is, in the same condition you received them. All products must have their price tags and product markings in their original places. The product’s right of return expires if it has been used in a way that lowers its sales value. Completed installation work or other similar additional services do not have a right of cancellation. You can cancel your order entirely or in part.

Return Instructions

When returning a parcel, you must take it to a Matkahuolto pickup point with a completed return form. Inform the clerk that it is a customer return, so you won’t have to pay for the return shipping. When returning a Matkahuolto parcel, it is enough to show the clerk the parcel card on the package. The clerk may also ask for the separate contract ID, which can be found below. If possible, please always return your order to the same pickup point where you collected it.

Matkahuolto Return Number: 9556111 

Recipient: Expomatto Oy 

Delivery Address: Tulotie 2, 33470 Ylöjärvi

More Information About Matkahuolto Returns

Returns and Refunds

We process all returns immediately upon their arrival at our warehouse. We will refund the amount to your account no later than 30 days after receiving the return, depending on the payment method you chose. The price of the products will be refunded according to the payment method you selected for your order.

Exchanges for Incorrect Shipments

If we have delivered your order incorrectly, please contact our customer service first. We will ship the new products immediately once the incorrectly delivered products have been returned to our warehouse.

Return Policy

  • The product must be returned within 14 days of receiving it.
  • The product must be like new or in at least the same condition it was received.
  • The product must not be used in a way that reduces its resale value.
  • The product must be packed and returned in the same way it was received.
  • The product’s sales packaging must be intact and unchanged.
  • Packaging materials and all contents belonging to the product must be intact and unused.
  • No stickers, tape, markings, or other things that reduce the resale value may be attached to the product or its sales packaging.

We do not accept shipments that are not delivered directly to our warehouse. We also do not accept returns sent with cash on delivery.

We are not responsible for any indirect costs incurred by the customer due to the return of the order. Customer returns are free of charge when using our contract ID. For freight deliveries, we will arrange for a separate pickup.

We will refund your payment within 30 days of receiving the return. We will refund your payment if all returned products meet the cancellation conditions.

Product Liability:

The product information provided on this website is based on our tests and practical experience. The given information has been determined under standardized conditions. If local conditions differ from these, it will affect the achievable values and the product’s functionality. The method of work execution also significantly influences the final result. Expomatto Oy is responsible for ensuring that the product quality is as stated. We cannot influence the proper execution of the work or the prevailing conditions, and therefore, we cannot be responsible for the final result.

Payment Methods

In our store, we use the service of Paytrail Plc, which is a very easy and effortless way to pay for online purchases. The Paytrail service offers the following payment options: credit card payments or online banking. Once the customer has entered their information at the checkout, Paytrail will automatically update the available payment methods.

Payments can be made with the debit and credit cards of all Finnish banks, as well as with the online banking services of the following banks: S-Bank, Aktia, Danske Bank, Osuuspankki, Nordea, and Säästöpankki. When paying with a card, the customer must provide the card number, the card’s expiration date, the CVC code, and for some cards, also a 3D Secure code. Additionally, your bank may require separate authentication with your online banking credentials. Please also ensure that you have activated your card’s online payment feature in your online bank before making the payment.

Shipping & Delivery Methods

We ship all orders at a low cost based on the order’s weight. Our system automatically calculates the shipping costs based on the weight listed in the product details. Shipments weighing over 35 kg are always sent via Schenker. Freight delivery is to your home yard and does not include indoor delivery, while Matkahuolto delivery is to the Matkahuolto service point nearest to you. If you would like your shipment to be carried inside, please contact our customer service.

Matkahuolto freight deliveries are always delivered as home delivery—that is, directly to the customer’s address—if the order’s size exceeds 2 meters in height or length, for example. This generally applies to all customer orders cut from 2-meter wide rolls. There is no separate charge for home delivery.

Delivery Time

The delivery time for our products is 1-4 days unless otherwise stated on the product page. We aim to keep the largest possible selection of products in our main warehouse in Ylöjärvi, but sometimes we have to ship larger orders directly from the factory. If a product is shipped as a factory delivery, the product page will state “made-to-order product.” The delivery time for products from our main warehouse is 1-4 days, and for factory deliveries, it’s most commonly 4-8 weeks.

Delays and Damages

If we become aware of delivery delays, we will contact you as soon as possible. We work with several different factory suppliers, so delays in deliveries may occasionally occur. However, we do everything we can to prevent delays. If a delay does happen, you have the full right to return the products free of charge.

If the shipment you ordered is already damaged when you receive it, please notify us immediately.

Ordering to Åland (Ahvenanmaa)

If you want to order a product from us to Åland, we can ship your order without VAT. Our online store, Expomatto.fi, does not currently handle this automatically, so for the time being, we will process these orders via email with a pre-payment invoice.

Here are more detailed instructions on how to proceed:

Placing an Order

Send us your order by email to myynti@expomatto.fi.

Please provide the following information:

  • A detailed description of the product you want to order (SKU number).
  • Your delivery address and other contact information for Matkahuolto and invoicing:
    • First and last name and/or your company’s information, if applicable.
    • Delivery address and postal code.
    • The email address where you want to receive notifications about the package.
    • The phone number where you want to receive notifications about the package.
  • Your billing address (if different from your delivery address).
  • Whether you want home delivery or if you will pick up the package from the Matkahuolto service point in Mariehamn.

Invoice and Pre-shipment Payment

Once we have this information, we will reserve the product for you and send you a pre-payment invoice by email. The invoice will include the shipping costs we get from Matkahuolto’s system, which may be slightly higher than for the rest of Finland due to the ferry fee. The VAT will be deducted from the invoice.

Once you have paid the invoice (you can send a copy of the receipt to expedite the process), we will ship the products to you via Matkahuolto.

Customs and Delivery

After customs clearance has been completed, the shipment will be handed over at the Matkahuolto service point in Mariehamn upon presentation of the receipt from the customs service.

If it’s a home-delivered shipment, send the receipt as an email attachment to the Matkahuolto Mariehamn office (info@budbil.ax). After this, the shipment will be delivered to the shipping address you provided.

You will receive an arrival notification from Matkahuolto, after which you must clear the shipment through customs and pay the Åland VAT on it. Instructions can be found on the Finnish Customs website: How to declare a parcel.

Lowest Price Guarantee

As an Expomatto customer, you can be sure you’re paying the lowest price on the market. We check our product prices daily and constantly compare price levels in the market. If you find a product for a lower price in another Finnish online store, we will sell it to you at the same price. This ensures that our customers always get the most affordable prices on the market.

Guarantee Conditions

  • The price guarantee is valid for a maximum of 14 days from the date of the order.
  • Our price guarantee applies only to the pricing of another official importer.
  • The products must be new and must be in stock with the competitor for immediate delivery.
  • The price guarantee does not apply to our competitors’ clearance products or to foreign stores. Foreign stores are considered to be businesses whose shipping warehouse or headquarters is located abroad.
  • The lowest price guarantee also does not apply to products on our site that are on pre-sale and have not yet arrived at our warehouse.
  • The lowest price guarantee does not apply to special campaigns such as Black Friday, etc.

How to Claim the Guarantee

If you have already purchased a product from us and find it cheaper in another store, send us an email with the details of the competitor’s offer within 14 days of your purchase. We will refund the price difference to you. Please note that we calculate the lowest price guarantee difference including shipping costs.

Website Security & Protection

Our entire website is encrypted using an SSL-secured connection. Typically, the security of online stores only applies to the checkout and payment pages, but we wanted to take protection a step further by securing our entire site. Now you can log in, register, and place orders with complete peace of mind, without worrying about online threats.

Always check that a web service uses SSL security before providing confidential information, such as credit card details. SSL security encrypts the content of the traffic between your computer and the website’s server and helps verify the authenticity of the site.

A secure site can be identified by the lock icon next to the browser’s address bar and an address that begins with https(compare to http). By clicking the lock, you can view the information related to the page’s authenticity verification in your browser. The web address shown in the information must match the web address displayed in the browser’s address bar.

You can find the Finnish Communications Regulatory Authority’s instructions [here].