Cancellation & Refund Policy

This Policy explains when a Sisuvalo purchase or booking may be cancelled, how eligible goods can be returned and how refunds are processed. It applies together with our Terms & Conditions.

1. Overview

Most eligible goods purchased online by a consumer have a 14-day statutory right of withdrawal. Important legal exceptions apply to fresh and rapidly perishable food, personalised products and leisure services booked for a specific date or period.

A right of withdrawal is different from the right to complain about a defective, unsafe or incorrectly supplied product. Statutory rights concerning defects remain in force even where no right of withdrawal exists.

Products paid for through the website while visiting our self-service farm shop are taken immediately after payment. Advance orders are collected personally from Sisuvalo Oy at an agreed time and are not left for unattended collection in the farm shop.

2. Withdrawal from eligible goods

A consumer may withdraw from an eligible purchase of a non-personalised, non-perishable good within 14 days without giving a reason. The period begins when the customer, or a person designated by the customer, receives the product.

The customer may also notify us of withdrawal before an eligible product has been collected. The notice must be clear and must be submitted within the applicable period.

The customer may examine the product in the same way as would normally be permitted in a physical shop. If the product has been handled beyond what is necessary to establish its nature, characteristics and functioning, the customer is responsible for any resulting diminished value.

3. Products excluded from withdrawal

The statutory right of withdrawal does not apply to:

• goods that deteriorate or expire rapidly, including raw milk, yoghurt, fresh cheese and other fresh or short-life food products;
• products made, engraved, labelled, modified or personalised according to the customer's instructions; or
• farm experiences, courses, events and other leisure services booked for a specific date or period.

Sisuvalo may voluntarily accept cancellation of a fresh-food or personalised advance order if the request is received before preparation, production, engraving or reservation of the product has begun. This is assessed individually and is not guaranteed.

4. Food and raw milk

Raw milk is available for immediate purchase from the refrigerated self-service farm shop located at the dairy farm. The stock offered there is refreshed twice daily and is sold subject to the stated use-by date and storage instructions.

Raw milk may also be ordered online in advance. As with other advance orders, individually reserved raw milk is collected personally from Sisuvalo Oy at the agreed location and time and is not placed in the self-service farm shop as a reserved order. Raw milk is not shipped or delivered.

After collection, raw milk must be transported promptly and kept refrigerated at +6°C or colder, preferably at approximately +4°C. It must be used by the stated use-by date. The Finnish Food Authority recommends consuming raw milk only after heating it, or using it in food that will be thoroughly heated.

If food is defective, spoiled before its stated use-by date despite correct storage, incorrectly labelled or different from what was ordered, the customer should contact us immediately. This is handled as a complaint rather than a change-of-mind return.

5. Returning eligible goods

After submitting a valid withdrawal notice, the customer must return the eligible goods no later than 14 days after giving notice.

Sisuvalo does not provide shipping. Returned goods must therefore be brought or otherwise returned to Sisuvalo Oy at Väylänvarrentie 202, 95700 Pello, Finland, at a time agreed in advance. The customer bears any return costs unless the return concerns a defective or incorrectly supplied product or we agree otherwise.

Returned goods should be:

• complete and not damaged;
• free from use beyond what was necessary to examine them;
• returned with all accessories; and
• returned with the original packaging where reasonably possible.

Original packaging is not an absolute condition for withdrawal, but missing packaging or accessories may affect the product's value.

6. Refund processing

For a valid withdrawal, Sisuvalo will refund the applicable payment without undue delay and no later than 14 days after receiving the withdrawal notice. We may withhold the refund until the goods have been returned or the customer provides reliable evidence of return.

Refunds are made using the original payment method unless expressly agreed otherwise. Payment-provider processing times may affect when a refund becomes visible in the customer's account.

A refund may be reduced by an amount corresponding to diminished value caused by handling beyond what was necessary to examine the goods. No arbitrary handling or restocking fee is charged.

7. Advance orders and non-collection

Any available product may be ordered in advance. Advance orders must be collected personally from Sisuvalo Oy at the confirmed location and time. They are not left in the self-service farm shop.

Fresh and perishable orders

Fresh and perishable products are kept only for the agreed collection period and only while they remain safe and within their use-by period. If the customer does not collect them as agreed, Sisuvalo may dispose of them for food-safety reasons. Where the customer's failure to collect causes the product to be lost, no refund is due to the extent permitted by law.

Standard non-perishable orders

Standard non-perishable advance orders will normally be kept for 14 days after the customer is notified that they are ready. We will attempt to contact the customer before cancelling an uncollected order. Any refund and reasonable direct costs will be handled in accordance with applicable consumer law.

Personalised orders

Personalised or individually manufactured products are not refundable if the customer fails to collect them. We will contact the customer to arrange a reasonable alternative collection time.

8. Experiences, courses and events

The statutory 14-day right of withdrawal does not normally apply to a leisure service booked for a specific date or period. Unless different terms are stated for a particular offer, Sisuvalo provides the following voluntary cancellation policy:

A booking may be transferred to another suitable person without an additional fee if Sisuvalo is notified before the scheduled start and the replacement participant meets the applicable participation requirements.

If Sisuvalo cancels an experience, course or event, the customer may choose a suitable replacement date or receive a full refund of the affected booking price.

9. Defective or incorrect products

The customer should contact Sisuvalo promptly if a product is defective, damaged, unsafe, incorrectly supplied or does not match its description. For perishable food, please contact us as soon as the problem is discovered.

Please provide the order number, product name, a description of the issue and, where useful, photographs. Do not dispose of the product before contacting us unless keeping it would be unsafe.

Depending on the circumstances and applicable law, the remedy may include correction, replacement, price reduction or refund. Sisuvalo bears reasonable return costs where a return is required because the product is defective or incorrectly supplied.

10. Submit a cancellation request

To exercise an applicable right of withdrawal, the customer must submit a clear notice within the relevant period. Merely returning a product or failing to collect it is not sufficient.

Use our electronic withdrawal form:

Submit withdrawal request

A freely worded notice may additionally be sent to info@sisuvalo.eu. Please include the customer's name, order number, affected product or service, date of receipt or booking and a clear statement that the customer wishes to withdraw or cancel. Sisuvalo will acknowledge receipt on a durable medium, normally by email.

11. Contact

Please also read our Terms & Conditions and Privacy Policy.