Warranty and repair
Warranty
The Consumer Act always provides protection for products and services purchased as an individual. A warranty is a voluntary temporary additional benefit given by the seller, manufacturer or importer, during which the guarantor is responsible for the usability and other characteristics of the product in accordance with the warranty conditions. When complaining about a product defect, the consumer must inform the seller of the product's original defect. If there is a defect in the product that is outside the warranty, such as a defect caused by use, we will try to help get the defect repaired.
If your warranty matter concerns a marketplace product purchased from a Marketplace merchant, verify the warranty procedure from the Marketplace merchant. The warranty issues of the Marketplace product must always be handled with the Marketplace retailer who sold the product.
Repair
If the product you ordered develops defects during the warranty period, it will be sent to an authorized service shop or our service partner for repair. Service shops authorized by the manufacturers are always responsible for maintenance. The manufacturer's authorized service center decides whether the warranty conditions are met. The warranty conditions can be found in the product's user manual or on the manufacturer's website. The order confirmation serves as a warranty certificate and purchase receipt.
Read the user manual carefully and make sure that the product is installed correctly and its settings are set for the purpose of use to avoid unnecessary maintenance. Often product-related problems can be solved with the help of brand-specific support instructions. On the manufacturers' websites, you can also find instructions for using the products and solutions to problem situations. If necessary, contact our customer service.
You can return a defective product purchased from Kärkkäine to us for examination during the warranty period. If your service matter concerns a marketplace product purchased from the Marketplace merchant, verify the service procedure from the Marketplace merchant. The maintenance of the Marketplace product must always be handled with the Marketplace retailer who sold the product.
Instructions
For warranty and maintenance matters, please contact the product's authorized service center first. You can usually find service shops in the user manual that comes with the product or on the manufacturer's website. If necessary, contact our customer service to find out the authorized service shop.
If your warranty or maintenance issue concerns a marketplace product purchased from the Marketplace merchant, verify the warranty and maintenance procedure from the Marketplace merchant. The warranty and maintenance issues of the Marketplace product must always be handled with the Marketplace retailer who sold the product.
You can also send a defective product purchased from Kärkkäinen for servicing via Kärkkäinen. A complaint must be registered before returning the product in Returnado, which is Kärkkäinen's return partner. You will find a link to register the complaint in the "Order Received" email sent to you, or you can make the notification at https://karkkainen.returnado.com. You will receive confirmation of the complaint registration via email, and the notification will be forwarded to Karkkainen.com for review. You will receive return instructions via email once your complaint has been reviewed and approved. Include your contact information or a copy of your order summary with the returned product, along with a detailed explanation of the defect. Kärkkäinen considers that by sending the product for repair through us, the customer acknowledges that the service time will be longer due to the time required for logistics.
When sending IT and electronic devices for servicing, please back up any stored files and contacts. Kärkkäinen is not responsible for lost files. The service provider may replace the product sent in for warranty repair with a similar product, in which case the files stored on the original product will no longer be accessible. If the device is password-protected, please disable the password before sending it in for servicing.
If the defect detected in the product sent for maintenance is not covered by the warranty but caused by external factors, the customer will be contacted. The service charges for making a cost estimate according to its price list. If the device is repaired outside the warranty, the inspection and cost estimate fees are included in the price of the service. Transport costs are always added to the prices.