Delivery Terms

Marketplace Operator Information

Company: Willit Oy

Business ID: 3570240-8

Postal Address: Löytökyläntie 311, 91310 Arkala

Phone: 044 285 4421

Willit Is a Marketplace Platform

Willit Oy is not the merchant. Willit is an online marketplace platform as defined in Chapter 6 of the Finnish Consumer Protection Act, providing a technical platform through which independent sellers (businesses and private individuals) sell products directly to buyers.

The sales contract is always formed directly between the buyer and the seller. Willit Oy is not a party to the sales contract and does not sell products on its own account.

Division of obligations:

The seller is responsible for: product quality, description, pricing, availability, delivery to the buyer (pickup or postal delivery), product safety and compliance with food regulations
Willit is responsible for: technical operation of the marketplace platform, payment processing via Visma Pay, providing chat communication between buyer and seller, and customer service in problem situations

Seller identification:

Each product listing indicates whether the seller is a business (company or sole trader) or a private individual. If the seller is a private individual, consumer protection rights under the Consumer Protection Act do not apply to the transaction. Seller information is displayed on the product page and in the order confirmation.

1. Delivery Methods

On the Willit marketplace, the delivery method for products is determined by each seller's settings and the product's characteristics. Available delivery methods are shown on the product page and at checkout before payment.

Local Pickup (Primary and Recommended)

The majority of products are picked up in person. Once the order is confirmed and paid, the buyer and seller agree on the pickup time and location through the platform's built-in chat function or the seller's pre-set pickup times.

Pickup can be arranged at the seller's door, a marketplace, a market square, or another agreed location
The seller is responsible for storing and maintaining product quality until pickup
No additional cost to the buyer for pickup

Postal Delivery / Home Delivery (Optional, Seller-Specific)

Some sellers offer the option to ship products. This depends on the seller's own settings and the product's suitability for transport. The delivery method is clearly shown on the product page.

Delivery costs and estimated delivery time are shown at checkout before payment
The seller is responsible for proper packaging and transport suitability of the product
Delivery time and carrier depend on the seller's chosen service provider
Tracking information is provided to the buyer when the seller has created the shipment

Our Delivery Partners

Want to ship your products to customers? Willit partners with leading courier companies.

Interested in shipping as a seller? Contact us to learn more about the possibilities.

Contact Us

2. Delivery Times and Fees

Local Pickup

No additional fees for pickup
Pickup time is agreed between buyer and seller via chat or pickup times
We recommend agreeing on pickup as soon as possible after ordering to ensure freshness

Postal Delivery (if available)

Delivery time: typically 1–5 business days depending on shipping method and carrier
Delivery costs are shown at checkout before payment and charged with the order
Delivery costs vary depending on product weight, size, and destination
The seller is responsible for shipping the product within the agreed timeframe

Prices

All prices shown on the product page and at checkout include value added tax (VAT). Any delivery costs are shown separately before payment.

3. Consumer Right of Withdrawal

When the buyer makes a purchase from a seller acting as a business, the buyer has the right under Section 14 of Chapter 6 of the Finnish Consumer Protection Act to cancel the distance selling contract within 14 days of receiving the product without giving a specific reason.

Limitations to the right of withdrawal (Consumer Protection Act Chapter 6, Section 16):

The following products are not covered by the right of withdrawal:

Products that deteriorate or expire quickly (e.g., fresh food, fish, meat, berries)
Products manufactured according to consumer specifications or clearly for personal needs
Sealed products that cannot be returned for health or hygiene reasons and whose seal has been opened

In practice, most fresh products on the Willit marketplace fall under the perishable products exception.

Exercising the right of withdrawal:

Contact the seller via the platform's chat function or by email at hello@willit.fi
Provide the order number and reason for withdrawal
Withdrawal must be made before the agreed pickup time or receipt of the product

Withdrawal costs:

If withdrawal is made before pickup time is agreed: no costs
If withdrawal is made more than 2 hours before agreed pickup: no costs
If withdrawal is made less than 2 hours before agreed pickup: no refund, as the seller has already reserved the product for pickup

Note about private sellers:

If the seller is a private individual (not a business), there is no right of withdrawal under the Consumer Protection Act. This is clearly stated on the product page and before the purchase.

4. Return and Refund Policy

Refunds are always returned to the original payment method. Refund processing time is typically 3–5 business days.

Full Refund:

Seller does not show up at the agreed pickup
Product is not available at pickup
Product is significantly defective or differs substantially from the description
Withdrawal is made more than 2 hours before agreed pickup

Partial Refund (Negotiable):

Minor quality deviation that parties agree on a discount for
Deviation in quantity or weight (refund for the difference)

No Refund:

Buyer does not show up at agreed pickup
Buyer cancels less than 2 hours before agreed pickup
Fresh products without quality defects (perishable products withdrawal exception)

Defective product (Consumer Protection Act Chapter 5):

If the product does not match the description or what was agreed, the buyer has the right to correction of the defect, price reduction, or cancellation of the purchase
Complaints must be made within a reasonable time of discovering the defect
Submit complaints to the seller via the platform's chat function or by email. Attach a photo and explanation of the defect

5. Business-to-Business (B2B)

When both parties to the transaction are businesses, it is a business-to-business transaction governed by the Sale of Goods Act instead of the Consumer Protection Act.

With business customers:

Right of withdrawal and return policies are defined in the contract
Complaints are handled according to the Sale of Goods Act
Trade terms are agreed case by case between seller and buyer

Contact hello@willit.fi for questions about business trade.

6. Dispute Resolution and Supervisory Authorities

Primary contact:

In problem and complaint situations, first contact the seller via the platform's chat function. If the matter is not resolved with the seller, Willit's customer service will assist in finding a resolution.

Out-of-court dispute resolution:

The consumer may refer the dispute to the Consumer Disputes Board (KRIL) for resolution if the matter is not resolved through negotiation between the parties. The Consumer Disputes Board's proceedings are free of charge.

Consumer Disputes Board: www.kuluttajariita.fi
Consumer advisory: www.kkv.fi/kuluttajaneuvonta, tel. 029 505 3050

EU Online Dispute Resolution (ODR) platform:

The European Commission's online dispute resolution platform is available at ec.europa.eu/odr. The platform can be used to resolve cross-border consumer disputes.

Supervisory authority:

Compliance with the Consumer Protection Act is supervised by the Consumer Ombudsman (Finnish Competition and Consumer Authority, KKV).

7. Contact Information

Willit customer service:

Email: hello@willit.fi
Phone: 044 285 4421

We aim to respond to all inquiries within 24 hours on business days.

Marketplace operator:

Willit Oy (Business ID: 3570240-8)
Löytökyläntie 311, 91310 Arkala
www.willit.fi