Terms & Conditions

These Terms & Conditions apply to purchases made through the Sisuvalo website, including payments made through the website while visiting our self-service farm shop, advance orders for collection, and bookings for farm experiences or other services.

1. Scope and acceptance

By placing an order, completing a farm-shop payment or booking a service through this website, the customer agrees to these Terms & Conditions. Mandatory rights granted to consumers under Finnish and European Union law are not restricted by these Terms.

Customers must be at least 18 years old or have the permission of their legal guardian to place an order. A guardian is responsible for orders placed on behalf of a minor.

2. Two ways to purchase

2.1 Purchases in the self-service farm shop

The Sisuvalo online shop also functions as a point-of-sale system in our self-service farm shop. The customer selects products that are physically available in the shop, enters the correct products and quantities in the online checkout, completes payment, and takes the products immediately.

• Products may only be removed after successful payment.
• The customer must verify that every product taken has been paid for.
• A farm-shop payment does not create a reservation or later collection.
• Availability in the physical shop may change at any time.

2.2 Advance orders

Any product offered online may be ordered in advance, subject to availability. Advance orders are not placed in the self-service farm shop for unattended collection. They must be collected personally from Sisuvalo Oy at the location and time stated in the collection confirmation or separately agreed with the customer.

An automated order acknowledgement confirms that we have received the order. It does not mean that the order is ready for collection. The customer must wait for a collection confirmation or an agreed collection time.

3. Products and availability

Product descriptions, photographs, weights and availability are presented as accurately as reasonably possible. Natural and handcrafted products may vary in colour, shape, weight, texture and appearance. Such natural variations are not defects.

If an ordered product is unavailable, we will contact the customer. We will not replace a product with another product without the customer's consent. If the order cannot be fulfilled, the affected amount will be refunded to the original payment method.

4. Food information and allergens

Mandatory food information available to us, including ingredients, allergens, storage instructions and use-by or best-before information, is provided on the product page, at the point of sale or with the product, as applicable.

Customers with allergies, intolerances or other dietary requirements must review the product information before purchasing or consuming a product and contact us if anything is unclear. Customers must follow the storage and use instructions supplied with the product.

5. 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.
• The customer must transport the milk home promptly and keep it sufficiently chilled during transport.
• Raw milk must be kept refrigerated during storage and transport at +6°C or colder, preferably at approximately +4°C.
• Raw milk must be used no later than the stated use-by date.
• The Finnish Food Authority recommends using raw milk as soon as possible and only after heating it, or in foods that will be thoroughly heated.
• Unheated raw milk presents a particular risk to children, pregnant people, older people and people with a serious underlying illness or weakened immune system.

After collection, the customer is responsible for prompt transport, maintaining the cold chain, hygienic handling and correct use. Nothing in this section excludes Sisuvalo Oy's responsibility for a defect or lack of conformity that already existed when the product was handed over.

6. Prices and taxes

All consumer prices are stated in euros and include the applicable Finnish value added tax unless expressly stated otherwise. The total price payable is shown before the customer confirms the order.

There is no shipping charge because Sisuvalo does not ship products. Any optional additional charge will be disclosed before the order is placed.

7. Payment

Online payments are processed through Stripe. The payment methods available to a customer may include payment cards, Apple Pay, Google Pay or other methods displayed at checkout.

MobilePay or cash payment may be available for purchases made directly at the farm when Sisuvalo personnel are present. Their availability is not guaranteed unless agreed in advance.

Sisuvalo Oy does not receive or store complete payment-card details. An order is not paid until the payment provider confirms successful payment.

8. Formation of the contract

For a self-service farm-shop purchase, the sales contract is formed when the online payment is accepted.

For an advance order, the automated acknowledgement confirms receipt of the order. The order is accepted when Sisuvalo sends an order or collection confirmation. If payment has already been taken for an order that we cannot accept, it will be refunded without undue delay.

Sisuvalo may refuse or cancel an order for a legitimate reason, including an obvious pricing error, suspected misuse, legal restrictions, food-safety concerns or inability to supply the product. The customer will be informed and any applicable payment refunded.

9. Collection and no shipping

Sisuvalo does not ship products. Products purchased in the self-service farm shop are taken immediately after payment. Advance orders are handed over personally at the agreed collection location and time.

The customer must provide accurate contact information and collect an advance order as agreed. A person collecting an order may be asked to provide the order number or other reasonable proof of entitlement to collect it.

9.1 Uncollected advance orders

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

Standard non-perishable advance orders will normally be kept for 14 days after the customer has been notified that they are ready. We will attempt to contact the customer before cancelling an uncollected order. Refunds and any reasonable direct costs will be handled in accordance with applicable consumer law. Individually made products cannot normally be refunded.

10. Right of withdrawal for goods

For eligible, non-personalised and non-perishable goods purchased through the website, a consumer has the right to withdraw from the purchase within 14 days without giving a reason. The period begins when the customer, or a person designated by the customer, receives the goods.

The customer must clearly notify Sisuvalo of the decision to withdraw within the 14-day period. Notice may be submitted using the electronic withdrawal function provided on our website or by email to info@sisuvalo.eu. Merely failing to collect or returning an item without a clear notice is not sufficient.

The goods must be returned to Sisuvalo Oy no later than 14 days after the withdrawal notice. As Sisuvalo does not offer shipping, the customer must arrange and bear the cost of returning the goods to the farm unless otherwise agreed.

A customer may examine a product in the same way as would normally be permitted in a physical shop. The customer is responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Where reasonably possible, the product should be returned with its original accessories and packaging.

10.1 Exceptions to the right of withdrawal

The statutory right of withdrawal does not apply, in particular, to:

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

The absence of a right of withdrawal does not remove the customer's statutory rights if a product is defective, unsafe or does not correspond to what was agreed.

11. Refunds following withdrawal

Where a valid right of withdrawal is exercised, Sisuvalo will refund the applicable payment using the original payment method 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.

The refund may be reduced by the diminished value of goods resulting from handling beyond what was necessary to examine them. Payment provider processing times may affect when the refunded amount becomes visible in the customer's account.

12. Farm experiences, courses and dated services

Bookings for farm experiences, Within the Herd sessions, courses, events or other leisure services scheduled for a specific date or period do not normally carry a statutory 14-day right of withdrawal. Sisuvalo nevertheless offers the following voluntary cancellation terms unless different terms are stated for a particular booking:

A customer may transfer a booking to another suitable person without an additional fee by notifying Sisuvalo before the scheduled start. Participation requirements, including age or guardian requirements, still apply to the replacement participant.

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.

Farming, weather and animal welfare can require reasonable changes to the schedule or content of an activity. We will inform participants of material changes as soon as reasonably possible. If a material change substantially reduces the agreed service, an appropriate alternative or refund will be offered.

12.1 Participation around animals

Participants must follow all safety, hygiene and animal-handling instructions given by Sisuvalo. A guardian remains responsible for supervising a participating child except where expressly agreed otherwise. Relevant allergies, accessibility needs, medical conditions or other circumstances that may affect safe participation should be disclosed before the activity.

Within the Herd and other Sisuvalo experiences are educational, experiential or wellbeing-oriented services. They are not medical, psychiatric or psychotherapeutic treatment and are not a substitute for professional healthcare.

13. Other services

For a service that is not tied to a specific date or period, a consumer generally has a 14-day withdrawal period beginning when the service contract is concluded. If the customer expressly asks us to begin during that period and later withdraws, the customer may be required to pay a reasonable proportion for work already performed. If the service has been fully performed at the customer's express request and with acknowledgement that the right of withdrawal will be lost, no right of withdrawal remains after completion.

14. Complaints and defective products

Customers should inspect products at collection where reasonably possible and contact us promptly if a product is defective, damaged, unsafe or different from what was agreed. For perishable food, please contact us as soon as the issue is discovered and provide the order details, product information and, where helpful, photographs.

Depending on the circumstances and applicable law, the remedy may include correction, replacement, a price reduction or refund. These rights are separate from the right of withdrawal.

15. Customer responsibilities

The customer is responsible for:

• providing accurate contact and order information;
• selecting and paying for the correct products and quantities;
• collecting advance orders at the agreed time;
• transporting and storing food at the required temperature;
• following use-by dates, product instructions and safety guidance;
• keeping customer-account login details secure; and
• not using the website, payment system or self-service shop unlawfully.

16. Liability and force majeure

Sisuvalo is responsible for its obligations in accordance with applicable law. Nothing in these Terms excludes liability that cannot legally be excluded, including liability for intentional conduct, gross negligence, personal injury or mandatory consumer rights.

Sisuvalo is not responsible for delay or failure caused by an event beyond its reasonable control, such as severe weather, power or communications failure, authority restrictions, disease-control measures, animal-health emergencies or other force majeure events. We will notify affected customers and seek a reasonable solution.

17. Customer accounts and privacy

Customers may be able to create an account to manage orders and account information. The customer is responsible for maintaining the confidentiality of login credentials and notifying Sisuvalo of suspected unauthorised use.

Personal data is processed in accordance with our Privacy Policy. Payment providers and other service providers may also process data under their own privacy terms.

18. Governing law and dispute resolution

These Terms and the contractual relationship between Sisuvalo Oy and the customer are governed by Finnish law. Consumers retain any mandatory protections available to them under applicable law.

If a disagreement cannot be resolved directly with Sisuvalo, the consumer may contact the Finnish Consumer Advisory Services . After contacting the Consumer Advisory Services, the matter may be referred to the Finnish Consumer Disputes Board for a recommendation.

19. Changes to these Terms

Sisuvalo may update these Terms when its services, procedures or legal requirements change. The version in force when an order or booking is accepted applies to that transaction. Material changes will not be applied retroactively to an existing contract unless required by law or agreed with the customer.

20. Contact

Questions, cancellation notices and complaints may be sent to: