Legal notice
GENERAL TERMS AND CONDITIONS
Mahtisonni Oy — Pole Bicycles Business ID: 3444291-5 | VAT: FI34442915 Jyväskylä, Finland | care@polebicycles.com
1. SCOPE
1.1. These General Terms and Conditions apply to all purchases made through polebicycles.com by end customers (consumers and businesses who purchase products for their own use).
1.2. Hiisi Bespoke frames and builds are made-to-order products subject to separate Bespoke Delivery Terms, which are provided at the time of order. These General Terms do not apply to Bespoke orders unless explicitly stated.
1.3. Products are sold directly to end customers. We reserve the right to cancel any order that we believe is placed for the purpose of resale.
2. CONCLUSION OF CONTRACT
2.1. Product listings on our website constitute an invitation to make an offer, not a binding offer.
2.2. An order placed by the customer constitutes a binding offer. We accept the order by sending an order confirmation by email. The contract is concluded at that point.
2.3. We reserve the right to refuse or cancel any order.
2.4. The customer must provide truthful and complete information when placing an order. Any changes to name, address or contact details must be communicated to us promptly.
3. PRICES AND PAYMENT
3.1. All prices are in euros and include VAT where applicable.
3.2. Shipping costs are not included in the product price and are shown separately at checkout.
3.3. For international deliveries, any customs duties, taxes or clearance costs are borne by the customer.
3.4. Available payment methods are displayed at checkout. We use third-party payment processors to handle transactions securely.
3.5. The customer has no right of set-off unless the counterclaim is undisputed, recognised or legally established.
4. SHIPPING AND DELIVERY
4.1. We ship via selected logistics partners including Shipit, DHL, FedEx, UPS and Posti. The carrier is selected based on destination and product type.
4.2. Estimated delivery times are shown at checkout or communicated at the time of order. These are estimates, not guarantees.
4.3. If delivery is delayed due to force majeure (including strikes, supply disruptions or official interventions beyond our control), delivery times are extended accordingly. In such cases, we may withdraw from the contract and refund any advance payments.
4.4. For consumer orders, the risk of loss or damage passes to the customer when the goods are delivered. For business customers, the risk passes when the goods are handed to the carrier.
5. RIGHT OF WITHDRAWAL
5.1. Consumers have the right to withdraw from a purchase within 14 days of receiving the goods, in accordance with the Finnish Consumer Protection Act and EU Directive 2011/83/EU.
5.2. To exercise this right, contact us at care@polebicycles.com within the 14-day period.
5.3. The product must be returned unused, in its original packaging. The customer bears the cost of return shipping.
5.4. This right does not apply to made-to-order or personalised products.
5.5. Refunds are processed within 14 days of receiving the returned goods.
6. WARRANTY
6.1. Statutory warranty rights under Finnish and EU consumer law apply to all products. For consumers, the warranty period for defects is two (2) years from delivery.
6.2. If a delivered product has a defect, the customer may request repair or replacement. We will choose the appropriate remedy.
6.3. Warranty claims must be submitted to care@polebicycles.com with order details and a description of the defect. We may request photos or video.
6.4. Warranty does not cover damage caused by misuse, neglect, modifications, crashes, or use outside the product's intended purpose.
6.5. Third-party components (e.g. suspension, brakes, drivetrains) are covered by their respective manufacturer's warranty terms.
7. RETENTION OF TITLE
We retain ownership of delivered goods until the full purchase price (including VAT and shipping) has been paid.
8. REPAIR SERVICES
8.1. Repair services outside warranty or guarantee are available upon request. We will provide a quotation before beginning any work.
8.2. If the customer does not accept the quotation within two (2) weeks, no repair contract is concluded and the customer must arrange collection of the product.
8.3. Transport costs for sending the product to us and returning it are borne by the customer unless otherwise agreed.
8.4. The repair invoice must be paid before the product is returned to the customer.
9. LIABILITY
9.1. We are liable for damages caused by intent or gross negligence without limitation.
9.2. For slight negligence, we are only liable for breach of essential contractual obligations (obligations necessary for proper performance of the contract). In such cases, liability is limited to the foreseeable, typically occurring damage.
9.3. Liability for injury to life, body or health remains unaffected.
9.4. Claims under the Product Liability Act remain unaffected.
9.5. Nothing in these terms limits the customer's statutory consumer rights.
10. APPLICABLE LAW
10.1. These terms are governed by the laws of Finland.
10.2. For consumers residing in an EU member state, mandatory consumer protection provisions of the consumer's country of residence shall also apply.
10.3. The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.
11. DISPUTE RESOLUTION
11.1. We aim to resolve disputes amicably. Contact care@polebicycles.com with any concerns.
11.2. Consumers may submit disputes to the Finnish Consumer Disputes Board (kuluttajariitalautakunta.fi) or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
11.3. For business customers, the place of jurisdiction is the registered office of Mahtisonni Oy.