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Terms of Sale

Applicable to purchases made in the Acnova Oy online store
Effective from: 22.02.2026

These terms apply only to purchases made through the online store (B2C and smaller B2B purchases of stock products).
For contract manufacturing and wholesale orders, separate "Terms of Delivery" apply.

1. General Terms

By placing an order in the online store, you agree to these terms.

The version of the terms valid at the time of placing the order shall apply.

Acnova Oy may update these terms. Updates do not affect orders that have already been placed.

2. Prices and Products

  • All prices are shown in euros (EUR).
  • For consumers, prices include VAT.
  • Shipping costs are displayed in the shopping cart before confirming the order.
  • We strive to keep prices and stock availability up to date; however, in case of a technical error, the order may be cancelled.

3. Payment Methods

We aim to make payment as clear and simple as possible.

You can pay for your order using the following methods:

Online Payment

  • by bank card
  • via the payment solution displayed in the shopping cart
  • via online banking (if available in your country)

Payments are processed through a secure payment system.

An order is considered confirmed after successful payment.

Payment by Invoice (Approved Clients)

Regular customers and separately approved clients may be offered payment by invoice.

  • This payment method is displayed only to clients who are authorized to use it.
  • The payment deadline is indicated on the invoice.
  • Goods may be released after payment is received or according to the agreed payment term.

Acnova Oy reserves the right to refuse payment by invoice or modify payment terms in case of financial risk.

Acnova Oy reserves the right to cancel an order if any of the following is detected:

  • a technical pricing error
  • suspected fraud
  • violation of sanctions legislation

4. Delivery

Available delivery methods are described on the "Delivery Methods" page.

Delivery time depends on the selected delivery method and destination country.

Risk transfers to the buyer upon receipt of the goods.

Please inspect the shipment upon delivery.

5. Returns and Complaints

We want the return process to be as clear and simple as possible.

Detailed instructions can be found here:
Page "Returns and Complaints"

If You Change Your Mind (14 Days – Consumers)

  1. Send an email to returns@acnova.eu and include your order number.
  2. Wait for our confirmation.
  3. Send the product back within 14 days after notifying us.

Important:

  • Return shipping costs are paid by the customer.
  • Refunds are made using the same payment method.
  • The refund amount may be reduced if the product has been used more than necessary to inspect it.

If the Product Is Damaged or Defective

  1. Contact us as soon as possible.
  2. Send a photo or video (this speeds up the process).
  3. We will offer a replacement, repair, refund, or price reduction.

If the defect is confirmed, return shipping costs will be reimbursed.

If You Are a Company (B2B)

  • Inspect the product upon receipt.
  • Report visible damage within 7 days.
  • Report hidden defects within 14 days from discovery.

If deadlines are not respected, the product is considered accepted.

6. Limitation of Liability

Acnova Oy is not liable for indirect damages, lost profit, or loss of income.

Our liability is limited to the value of the respective product unless mandatory legal provisions state otherwise.

This clause does not limit mandatory consumer rights within the European Union.

7. Customer Support

If you need assistance, we are happy to help.

You can contact us at:

Email (support): help@acnova.eu
Email (returns): returns@acnova.eu
Or via the contact form on our website.

We aim to respond as quickly as possible on business days.

8. Dispute Resolution

If a dispute cannot be resolved amicably, it will be settled in accordance with applicable law.

EU consumers may use the European Union’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr