Delays in delivery

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The application helps you draw up a written complaint that you can send to the trader.

The Complaint Assistant will first ask you for information that can be useful in resolving your issue.
The end product will be a complaint letter, which you can then send to the trader.
Click on the Information button (i) for general information about your rights in these kinds of situations.
If you want to learn more about your rights before filing a complaint, there are instructions and information about consumer rights on our website (opens link in new tab)..

Parties to the complaint

Parties to the complaint▼

Did you buy from a business or a private individual?**

The counterparty is a company or another trader

The item was purchased from a private individual — what should I do?

Unfortunately our online assistant can only offer limited help in these situations.

Purchases from private individuals are not protected under the Consumer Protection Act, and the national consumer advice service cannot help in these cases. The same applies to goods purchased from a flea market or an online auction, for example, when both parties are clearly private individuals.

In these situations, you have the following options:

1. Contact the seller and explain your grievance. Transactions between private individuals are governed by the Sale of Goods Act. The provisions on defective goods in the Sale of Goods Act are largely similar to those of the Consumer Protection Act, so you can refer to the website of the Competition and Consumer Authority for information to draw up your complaint.

2. If your complaint is unsuccessful, you can take the matter to a district court.

Did you buy the goods as a private individual?*

As a private individual

I want to file a complaint as a company representative — what steps should I take?

Unfortunately our online assistant can only offer limited help in these situations. If you purchased the goods through a business or if the goods were purchased to be primarily used in a business, the Consumer Protection Act, on which our online assistant is based, does not apply. Businesses also cannot refer their disputes to the national consumer advice service or complain to the Consumer Disputes Board.

Transactions between businesses are governed by the Sale of Goods Act. The provisions on defective goods in the Sale of Goods Act are largely similar to those of the Consumer Protection Act.

Counterparty*

Parties to the complaint

Parties to the complaint▲

Product and problem

Product and problem▼

Details of delay

Have the goods been delivered or were they delivered late?

The goods have not been delivered

If the delayed goods were purchased from a store:

If a delivery is delayed, the seller must normally be given a reasonable period within which to deliver the goods. If the seller fails to deliver the goods by the new deadline, the consumer has the right to cancel the transaction.

What is considered a reasonable period of time depends, among other things, on the nature of the goods and how critical they are for the consumer. A reasonable period of time is usually more likely to be days than weeks. However, the deadline must be far enough ahead to allow the seller to deliver the goods by the deadline.
Consumers have the right to cancel a purchase without allowing extra time only if the vendor has refused to deliver the goods, or based on the nature and purpose of the goods the vendor can be expected to be aware that the goods must be delivered to the buyer by a certain date (e.g. delivery of a wedding dress before the wedding).
If the consumer withdraws the purchase without a valid cause and without any additional time, the consumer may have to pay a reasonable compensation for the cancellation to the seller.

In the case of distance selling (online stores, telesales, and mail order sales), the consumer is usually entitled to a 14-day cooling-off period within which the transaction can be cancelled without a specific reason.

The 14-day cooling-off period is calculated from the receipt of the goods or the final batch of the goods. If the contract relates to regular deliveries of goods, the cooling-off period is calculated from the receipt of the first batch of goods.

If the goods are not subject to a cooling-off period (e.g. custom-made goods), the seller must be given a reasonable period of time to deliver the goods before the transaction can be cancelled. It is worth reading the terms and conditions to find out whether a cooling-off period applies.

The goods were delivered late

If the goods were delivered late, the consumer is entitled to damages for any financial losses incurred as a result of the delay.

Damages can be claimed for direct costs incurred from resolving the matter, such as travel expenses. In special circumstances, damages can also be claimed for indirect losses resulting from a business’s negligence, such as loss of earnings or loss of utility.

A receipt or other reliable proof of the costs incurred is required.

Damages cannot be claimed for inconvenience, emotional distress, or time wasted.

Product

Place of purchase

Date of purchase

DD dot MM dot YYYY

Agreed delivery date

DD dot MM dot YYYY

Customer number

Method of payment

Liability of the credit provider and the operator

If you paid with a credit card, you can request a refund from the seller but also from your credit provider. You can to turn to your credit card provider for financial compensation for example in the following cases: the company does not deliver the purchased goods or services, the purchase has been invoiced incorrectly, the goods or service have a defect for which the seller is liable and which the company does not agree to refund. The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.

If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.

If you charged a purchase to your phone bill and you encounter a problem, you can request a refund from the seller but also from your operator. You can to turn to your operator for financial compensation for example in the following cases: the company does not deliver the purchased goods or services, the purchase has been invoiced incorrectly, the goods or service have a defect for which the seller is liable and which the company does not agree to refund. The operator is not liable to return any sum greater than that originally paid to the operator for the service.

Description

Brief description of the grievance:

Product and problem

Product and problem▲

Claim

Claim▼

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Claim

What is your claim?

I demand the delivery of a product

If the seller fails to deliver the order as agreed or within a reasonable time, this is a breach of contract. When delivery is delayed, submit a written complaint to the seller requiring delivery of the order within a reasonable additional time.

The seller cannot withdraw from the contract on grounds such as insufficient stock or delivery difficulties.
The seller can only withdraw from the sale if there is a force majeure in the delivery of the product, for example, the supply difficulties caused by a extensive shortage of raw materials.

The seller must be given a reasonable extension before you can make a cover purchase or demand the annulment of the purchase.

The length of a reasonable extension depends, among other things, on the nature of the goods, their necessity in the household and the length of the original agreed delivery period.

A reasonable extension is usually 1–2 weeks.
However, the extension must be sufficiently long for the company to be able to supply the goods.

I want to cancel the transaction if the goods are not delivered by the new deadline

If a delivery is late, the seller must be normally given a reasonable period to deliver the goods before the transaction can be cancelled.

The consumer can demand that the transaction be cancelled if the seller fails to deliver the goods by the new deadline.

I want to cancel the transaction because I no longer have any use for the goods

The consumer can demand that the transaction be cancelled if the seller should have know, on the basis of information provided by the consumer or due to the purpose for which the goods were intended, that the consumer needed the goods by the agreed deadline.

I claim compensation for a cover purchase because the product is not delivered

If the seller refuses to deliver the order within the additional time you entered, this is a breach of contract.

The seller cannot withdraw from the contract on grounds such as insufficient stock or delivery difficulties.
The seller can only withdraw from the sale if there is a force majeure in the delivery of the product, for example, the supply difficulties caused by a extensive shortage of raw materials.

If you have given the seller a reasonable extension to deliver the product and the seller, despite your request, refuses to deliver the product and there is no force majeure to deliver the goods, you can buy the same product from another seller and require the original seller to compensate for the difference in the price of the products and the costs incurred in investigating the matter.

The cover purchase must be done carefully and as cost-effectively as possible.

The consumer is obliged to act in such a way that the costs incurred by the damage are kept to a minimum. Keep receipts for all costs, so you can provide proof of the incurred damages.
If the seller can prove that there was a force majeure in the delivery of the goods, no compensation for the margin purchase or other damages can be obtained. This should be taken into account when considering the price at which the replacement product is purchased.

Indicate the costs incurred in the claim in the next section "Claim for damages".

Delivery date

Order must be delivered at the latest

DD dot MM dot YYYY

Do you want to claim damages for costs incurred as a result of the delay?

Vaaditko vahingonkorvausta

Yes

You must be able to present a receipt or other reliable proof of the costs incurred.

Damages cannot be claimed for inconvenience, emotional distress, or time wasted.

Claim for damages

Postal expenses

Travel expenses

Phone expenses

Other expenses

Total

I will complete my claim as the damage becomes more accurate.

Information about damages

Claim

Claim▲

Contact information

Contact information▼

Complainant

This field is hidden when viewing the form

Contact information

Name

Address

Postal code

Post office

E-mail address

Phone number

Contact information

Contact information▲

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Information entered in the Complaint Assistant will be deleted once you have completed the complaint and stop using the Assistant. If you wish to receive the complaint to your email address, the entered personal data will be stored in the system for a maximum of 24 hours, after which it will be deleted.