Returns and warranty

• Business buyers (Finnish or EU) with a valid VAT or business ID, ordering on a vaivatta. quote, invoice, or service contract
• New hardware items sold by vaivatta. — devices, peripherals, and accessories
• Items delivered within the European Union

• Warranty length and conditions are set by the device manufacturer — typically 12 to 24 months from delivery
• Warranty covers manufacturing defects and component failures under normal business use
• Warranty does not cover wear and tear, accidental damage, liquid or voltage damage, unauthorised modifications, or use outside the manufacturer's specifications
• Consumables — paper rolls, ribbons, batteries beyond 30 days, printer heads — are not warranty items
• If the manufacturer offers an extended or on-site warranty, the upgrade and its exact terms are written on your quote

• Don't return the unit yourself — start with an RMA request below
• We arrange collection at our cost
• We aim to dispatch a replacement within 5 business days of receiving the faulty unit
• If a replacement isn't available, we refund in full

• Email [email protected] with your order number, device serial number, and a clear description of the fault — a short video helps a lot
• We respond within 1 business day with an RMA number and a prepaid shipping label
• Pack the item in its original packaging where possible, with every accessory that came in the box
• Write the RMA number visibly on the outside of the parcel
• Items shipped without an RMA number, or after the warranty period, will be refused at our warehouse and returned at the sender's cost

• If the fault is confirmed, we cover collection and return shipping in full
• If no fault is found (NFF) on inspection, we return the device and invoice the round-trip shipping at cost
• We don't currently handle warranty returns from outside the EU — contact us if your delivery address is outside the EU and we'll agree a path case by case

• Change-of-mind returns and over-orders — we are a B2B supplier, so the 14-day consumer cooling-off period does not apply
• Custom-configured, pre-imaged, or special-order devices — including any item built or sourced specifically for your project
• Software licences and digital activation codes once delivered
• Consumables that have been opened or used (paper, ribbons, ink, cleaning kits)
• Items damaged by liquid, fire, voltage events, drops, or unauthorised repair attempts
• Items with missing, altered, or removed serial numbers

• Replace the device with the same model — our default outcome
• Replace with an equivalent model if the original is no longer available
• Issue a credit on your next vaivatta. invoice, or refund to the original payment method, when no replacement is possible
• Refunds are issued within 14 days of receiving the returned item and confirming the fault

• Standard catalogue items can be cancelled at no charge until the order has shipped
• Custom-configured, pre-imaged, and special-order items cannot be cancelled once production or sourcing has started
• If we've already paid a non-refundable supplier deposit, that part of the order is binding from the moment of confirmation

This policy is governed by Finnish law. Any dispute that cannot be resolved through good-faith discussion is settled in the District Court of Helsinki (Helsingin käräjäoikeus). The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.

For RMA requests and warranty questions:

Support

[email protected]

Contracts

[email protected]