User instruction requirements
A product must be accompanied by user, maintenance and care instructions for normal use. The seller is responsible for ensuring that the customer gets these along with the car.
The user instructions must be in a format that the consumer can use them without difficulty. For instance:
- if the buyer cannot access the instructions on a CD, for example, the instructions must be given in writing.
- if the instructions are in electronic format inside the device (such as instructions built into a TV set), the instructions must be clear and easy to use, and consumers must be told how they can be accessed.
- If the user instructions are only in electronic format on the website, the seller must, before the sale is concluded, ensure that the buyer has access to the internet to read them. If the consumer does not have internet access, the seller must give the instructions in another format, such as on paper.
As a rule, the instructions must be provided in Finnish and Swedish. User instructions must be provided in Finnish and Swedish when selling goods online if the website is in Finnish and the goods are marketed to Finnish consumers.
Finnish or Swedish user instructions may not be charged for. The obligation for providing instructions cannot be disregarded by quoting the marketing material in which it is said that the product only comes with English instructions.
Exceptions to the consumer’s right to receive clear instructions in Finnish and Swedish:
- Instructions can also be given by means of generally known instruction and warning signs. Washing instructions, for example, can also be given by means of generally known instruction and warning signs.
- English instructions can only be considered sufficient in case of a product that is designed for a very limited audience that possesses special expertise.
Indications concerning safe use of products: Consumers must be given necessary information to prevent any danger concerning the product or service. Such information includes user or operating instructions and warnings. This information must be communicated in a clear and understandable way.
Read more about product safety and marking about safe use of products on the website of the Finnish Safety and Chemicals Agency (Tukes): Consumer safety
Insufficient or missing user instructions
A product is considered faulty if its buyer does not also receive instructions for its installation, assembly, use, care or storage.
If user instructions are missing or they are insufficient, the product has a fault for which the seller is responsible and which the seller must rectify.
The seller is obliged to supply the consumer with the necessary user instructions. The consumer cannot be referred to the importer or manufacturer, nor must the acquisition of user instructions result in any additional costs to the consumer.
The consumer is entitled to demand compensation
- if the seller cannot submit user instructions, or if submitting them takes unreasonably long.
- if the product breaks because sufficient user instructions were not given for it.
If user instructions are missing or submitting then taken unreasonably long, the consumer may demand a discount. If the fault is not minor, the consumer may demand that the sale be cancelled. The consumer may also demand compensation for costs that arose because there were no user instructions.
Filing a complaint with a company