Terms of service

AniGen – Terms of Delivery and Information

General

These terms apply to ordering, payment, delivery, and returns of products from the AniGen online store. AniGen reserves the right to change these terms without prior notice. Customers must review the valid terms before placing an order.

AniGen treats all customer data confidentially and does not disclose it to third parties. More information about personal data processing can be found in the separate Privacy Policy.

Delivery Time and Method

Average delivery time is 1–2 business days. Shipments are dispatched every business day, and orders placed before 1:00 PM are usually shipped the same day (except during peak periods such as Christmas and after major events).

Our goal is to ship in-stock products within 24 hours of receiving the order.

Pre-orders are shipped as soon as the products arrive in stock. AniGen is not responsible for delays caused by manufacturers, wholesalers, or carriers.

Deliveries are made only within Finland. Orders are primarily shipped as parcels via Posti or Matkahuolto. During free-shipping campaigns, AniGen may determine the shipping method in a cost-efficient manner.

AniGen is not responsible for delays, errors, or damages caused by Posti or Matkahuolto, nor for delays resulting from circumstances beyond AniGen’s control (e.g., war, natural disasters, export bans, government decisions, strikes, or public transport disruptions).

Shipping Costs

Shipping costs include postage and packaging and are determined by the selected shipping method at checkout. Orders are usually delivered as trackable parcels.

If “Fragile” handling is requested, an additional fee according to Posti’s current price list will be added.

Products longer than 60 cm are shipped via Matkahuolto even if Posti was selected at checkout.

More information:

Payment Methods and Payment Processing

The online store supports common payment methods. Payment processing is provided by Paytrail Oyj (Business ID 2122839-7) in cooperation with Finnish banks and credit institutions.

Paytrail Oyj appears as the payee on bank statements or card bills and forwards the payment to the merchant. Paytrail Oyj holds a payment institution license.

Contact details:
Paytrail Oyj, Business ID 2122839-7
Innova 2, Lutakonaukio 7, 40100 Jyväskylä, Finland
Phone: +358 20 718 1830
www.paytrail.com

Returns and Exchanges

All products have a 14-day right of return and exchange.

The customer is responsible for return shipping costs, except when the product is defective or damaged during transport.

Figures, games, movies, software, and products packed by the manufacturer in “random order” (e.g., trading cards, posters) are not eligible for return if the packaging has been opened, due to the nature of these products and broken seals.

Please note:

  • Food products do not have a right of return or exchange.

  • The product must be unopened and in resalable condition.

  • The original packaging must be returned. If missing, a maximum of 25% of the price may be refunded, as collectible boxes are considered part of the product.

  • The customer is responsible for proper packaging. Poorly packed items damaged in return transit cannot be refunded.

After an approved return, payment will be refunded after the product has been received and inspected.

Unclaimed Shipments

An unclaimed parcel is not a cancellation. If a parcel is returned to AniGen, the customer will be charged the actual costs of return and possible reshipment.

If an unclaimed parcel is lost or damaged during transit, AniGen is not responsible and cannot issue a refund.

Pre-orders

A pre-order is a product not yet in stock and delivered at an estimated release or delivery date. All dates are estimates and may change due to manufacturers, importers, or wholesalers.

AniGen is not responsible for delays or schedule changes caused by manufacturers, importers, or wholesalers. Delays do not entitle customers to compensation but do not limit statutory consumer rights.

AniGen does not have real-time stock data from manufacturers or wholesalers. If a pre-ordered product must be cancelled because it is discontinued or sold out, AniGen will notify the customer by email.

If a pre-ordered product cannot be delivered for these reasons, a full refund will be issued without undue delay.

Cancelling a Pre-order

Customers may cancel a pre-order before shipment by contacting customer service. No fees apply.

After delivery, the consumer has a 14-day right of withdrawal under Finnish consumer protection law, starting from receipt of the product. Cancellation must be clearly communicated within 14 days.

Cancellation must be made in writing (e.g., by email) and include the order number and the product being cancelled.

Payment of Pre-orders

Pre-orders are paid at the time of ordering unless the chosen payment method operates differently. AniGen does not charge separate or non-refundable reservation fees.

Customers are responsible for keeping their contact and delivery details up to date.

Pre-orders and Klarna

Pre-order delivery times can be long and vary by manufacturer (typically 6–18 months).

Pre-orders paid with Klarna are not charged and invoices are not activated until the product is ready to ship. Klarna payment authorizations are valid for a limited time.

If a pre-order is delayed and the original Klarna authorization expires, AniGen will send a new payment request or payment link before shipment. The product will be shipped only after the new payment is completed.

If the customer does not complete the new payment within a reasonable time (5 days from receiving the request), the pre-order will be considered cancelled. No fees apply.

Repeated Cancellations

AniGen reserves the right to limit or block a customer’s ability to place new pre-orders if the customer repeatedly and unjustifiably cancels pre-orders. Decisions are made case by case to ensure smooth operations. This does not limit statutory rights.

Products and Prices

All prices include VAT (25.5%).

Product prices and details are shown in product descriptions. AniGen reserves the right to change prices and to cancel orders if a clear pricing error has occurred.

AniGen is not responsible for errors in manufacturer-provided descriptions or images.

For model kits, customers must check within 14 days that all parts and runners are included. AniGen is not responsible for damage caused during building and does not replace or refund user-caused damage.

Boxes and packaging are sold as-is unless otherwise stated. Minor dents or marks caused by transport are not considered defects.

Complaints and Issues

If a product is lost, damaged, or incorrectly delivered, the customer must notify AniGen by email within 14 days of receipt at: asiakaspalvelu@anigen.fi.

If a parcel is damaged in transit, the customer must immediately file a damage report with Posti or Matkahuolto.

Complaints are handled in writing. Proof of purchase or receipt must be provided. AniGen reserves the right to charge for searching receipts if not supplied.

Disputes and Jurisdiction

Consumers may refer disputes to the Consumer Disputes Board (www.kuluttajariita.fi).
Before doing so, the customer must contact Consumer Advisory Services (www.kuluttajaneuvonta.fi).

Legal action may be brought either in the district court of AniGen’s domicile or in the customer’s local district court in Finland. If the customer has no domicile in Finland, the case will be handled in the district court of AniGen’s domicile.

Legal representation costs are not reimbursed. Consumer Advisory Services and the Consumer Disputes Board provide free assistance.

Contact Information

AniGen tmi
Ikolantie 5B as 1
82900 Ilomantsi, Finland
Email: asiakaspalvelu@anigen.fi