TERMS OF PURCHASE

Customer Service

Customer service responds to messages on average within 24–48 hours. During busy periods, response times may be longer, but all messages will be answered.

Delivery and Handling Time

We aim to ship orders placed on weekdays before 1:00 PM (UTC+2) on the same day. However, the average processing time for an order is 1–3 business days from the time of purchase.

Please note that holidays, weekends and campaign periods may delay the processing of your order. During campaigns, the volume of orders can be exceptionally high, which may extend handling times. Orders are packed by the warehouse in the order they are received as quickly as possible. You will receive a shipping confirmation email once your order has been dispatched.

Modifying an Order

It is not possible to add or remove items, cancel the order, or change the delivery method after the order has been paid. Please carefully check your contact information and the contents of your order before confirming it.

Acceptance of Terms

By paying for the order, you accept the online store's terms of purchase at checkout.

We deliver not only to Finland but also to most European countries.

Product prices include VAT 13.5% or 25.5%.

SHIPPING METHODS

Posti Postal Parcel €8.90

Delivery time 1–3 business days. Max weight 25 kg. The parcel is delivered to the nearest Posti service point or parcel locker. You will receive a text message notification when your parcel is ready for pickup. For parcels delivered to a locker, you will receive the notification by text message or email, including a PIN code to retrieve your order. Parcels are stored in lockers for 7 days.

Posti Small Parcel €5.90

Delivery time 1–3 business days. The small parcel is conveniently delivered directly to your mailbox with your regular mail. The Small Parcel also includes tracking.

Checkout automatically suggests the Small Parcel only for individual products that fit within the allowed dimensions.

Posti Home Delivery €16.90–19.90

Delivery time 1–3 business days. Home delivery at an agreed time. Posti will usually contact you on the next business day after placing the order to agree on a delivery time.

 

 

RETURN POLICY

Products in sellable condition have a 14-day return right in accordance with consumer protection laws.

Return the product according to the instructions below. In unclear situations, always contact info@ptvlabs.com before registering a return.

The return right applies only to unused and sellable products that are in their original condition with original tags, bags and seals attached. For clothing and accessories, the product bag must also be in its original condition for the return to be accepted.

RETURN INSTRUCTIONS:

1. Go to account.ptvlabs.com and submit a return request for the product.
2. Log in with the email address you used when placing the order.
3. You will receive a one-time password by email—enter it in the password field.
4. Select the products you want to return.
5. The customer pays the return shipping cost of €8.90, which is charged during return registration.
6. Once we have approved the return, we will send a return shipping label to your email. Attach it to the package.

Once the return has been received at our warehouse, we will issue a refund to the original payment method. Returns are processed on average within 3–5 business days.

Please note that we do not offer exchanges; all returns are processed as refunds. If the customer wants a replacement product, a new order must be placed in the online store.

The original shipping fee of €8.90 is not refunded.

If the product is defective or incorrect, we will cover the return costs and send the correct product or provide compensation in the most appropriate way. If a wrong or defective product has been delivered, the customer must notify us immediately at info@ptvlabs.com and keep the item until the matter is resolved. We need the defective product returned in order to issue compensation.

If a parcel is not collected, we charge a separate return fee of €8.90 for unclaimed parcels.

Please note that for unclaimed parcels, the refund amount will be reduced by both the original shipping cost and the return fee, totaling €17.80.

 

WAREHOUSE ADDRESS:

PTVLABS

Varastotie 31,

65610 Mustasaari

0405341627 (Not a customer service number, only for Posti tracking purposes)