Terms of service

Terms of Service

These Terms of Service ("Terms") apply to all orders placed in the Fur & Frost online store. Please read them before you order. By placing an order, you accept these Terms. The version in force when you place your order applies to that order.

1. Who we are

The Fur & Frost online store is operated by:

  • CLOST TRANSPORT SERVICE
  • Kylämiehenkuja 2B, 01200 Vantaa, Finland
  • Business ID (Y-tunnus): 3387136-3
  • Email: inahuzor1@gmail.com

In these Terms, "we", "us" and "our" mean CLOST TRANSPORT SERVICE. "You" means the customer.

2. Scope

We sell winter clothing, accessories, blankets and enrichment toys for dogs to customers in the 27 member states of the European Union. Our store is aimed mainly at consumers, meaning people buying for purposes that are not related to their trade, business or profession. Where these Terms describe consumer rights, they apply to you if you are a consumer. Nothing in these Terms limits the rights you have under mandatory consumer protection law.

The contract is concluded in English. You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.

3. How a contract is formed

The products shown in our store are an invitation to order, not a binding offer. The ordering process works like this:

  • You add products to your cart and go to checkout.
  • You enter your contact, delivery and payment details and choose a delivery and payment method.
  • Before you submit, you see a summary of your order with the total price, including VAT and delivery costs. You can check and correct your details at this point, or go back and change your cart.
  • By clicking the final order button (for example "Pay now" or "Complete order"), you place a binding order, which obliges you to pay.
  • We then send you an order confirmation by email. The contract between you and us is formed when we send this order confirmation.

The order confirmation email contains the details of your order and a link to these Terms. Please keep it for your records. We may refuse or cancel an order, for example if a product is unavailable or if there is an obvious pricing error. If this happens, we will tell you straight away and refund any payment in full.

4. Prices

All prices are in euros (EUR) and include value added tax (VAT) at the applicable rate. Delivery costs are shown separately before you complete your order. Our shipping rates are EUR 4.90 to Finland, Sweden, Denmark and Germany (free on orders over EUR 49) and EUR 6.90 to the rest of the EU (free on orders over EUR 69). The price that applies is the one shown at the time you place your order.

For deliveries within the EU, we handle any import VAT and customs duties. You will not have to pay any extra charges on delivery.

5. Payment

You can pay using the payment methods shown at checkout. These currently include:

  • Credit and debit cards (such as Visa and Mastercard)
  • Shop Pay
  • Apple Pay and Google Pay
  • Klarna (pay now, pay later or pay in instalments, subject to Klarna's eligibility check and terms)
  • MobilePay (available to customers in Finland and Denmark)

Payments are processed securely by our payment providers. We never see or store your full card details. Your payment is charged when you place your order, except for deferred payment options, where the provider's terms apply.

6. Shipping and delivery

We deliver to addresses in EU member states. Our products ship from overseas suppliers. Delivery usually takes about 6–11 business days, plus 1–3 business days of order processing (up to 5 business days between Black Friday and Christmas). Delivery times are estimates. The estimate shown on the product page or at checkout applies to your order. Every order is tracked, and we email you a tracking link when your order ships. If your order contains items from different suppliers, it may arrive in more than one parcel at no extra cost.

Unless we have agreed a different delivery time with you, we will deliver without undue delay and no later than 30 days after the contract is formed. If we do not deliver on time, you may give us an additional reasonable period to deliver. If we still do not deliver within that period, you may cancel the contract and we will refund all payments. You may cancel immediately if we refuse to deliver or if the delivery date was essential and agreed.

The risk of loss or damage to the goods passes to you only when you, or someone you name, receive the goods. Full details on delivery times, rates, tracking and lost parcels are in our Shipping Policy.

7. Your 14-day right of withdrawal

If you are a consumer, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and named by you, take physical possession of the goods. If you order several goods in one order and they are delivered separately, the period expires 14 days after you receive the last item.

To exercise your right of withdrawal, you must inform us (CLOST TRANSPORT SERVICE, Kylämiehenkuja 2B, 01200 Vantaa, Finland, email: inahuzor1@gmail.com) of your decision to withdraw from this contract by a clear statement, for example an email or a letter sent by post. You may use the model withdrawal form below, but you do not have to. To meet the withdrawal deadline, it is enough for you to send your notice before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will refund all payments received from you, including the costs of delivery (except for any extra costs from choosing a type of delivery other than the cheapest standard delivery we offer), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We will use the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not be charged any fees for the refund. We may withhold the refund until we have received the goods back or until you have supplied proof of having sent them back, whichever is earlier.

You must send back the goods to the return address we give you without undue delay and no later than 14 days from the day you tell us that you are withdrawing. The deadline is met if you send the goods back before the 14-day period has expired. Who pays the direct cost of returning the goods is stated in our Returns & Withdrawal Policy. If that policy does not say that we pay, you bear the direct cost of returning the goods.

You are only liable for any loss in value of the goods resulting from handling them in a way other than what is necessary to establish their nature, characteristics and functioning (in the same way you could inspect them in a shop).

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To: CLOST TRANSPORT SERVICE, Kylämiehenkuja 2B, 01200 Vantaa, Finland, email: inahuzor1@gmail.com
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
  • Ordered on (*)/received on (*):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.

8. Returns

Please contact us by email before sending anything back. We will send you the return address and instructions. Details on returns, the condition of returned items, exchanges and refunds are in our Returns & Withdrawal Policy. That policy adds to your statutory rights and does not replace them.

9. Statutory warranty (legal guarantee)

You have the statutory rights of a consumer if goods are faulty or not as described (lack of conformity). These rights are set out in the Finnish Consumer Protection Act and EU law, and they apply free of charge. They do not depend on the 14-day withdrawal period.

  • If goods are faulty, damaged, not as described or not what you ordered, you can ask us to repair or replace them. If repair or replacement is not possible, or is not done within a reasonable time, you are entitled to a price reduction or a full refund.
  • Our liability is not limited to a fixed period. It depends on how long goods of that kind can reasonably be expected to last. If a defect appears within two years of delivery, it is presumed to have existed at delivery, unless we can show otherwise.
  • Please tell us about a defect within a reasonable time after you notice it. Notice given within two months of discovering the defect is always considered timely.
  • To make a claim, email us with your order number, a short description and, if possible, photos of the problem.

If the consumer law of the EU country where you live gives you more protection, you keep those rights. We do not offer a separate commercial guarantee unless a product page expressly says so. Any such guarantee would be in addition to your statutory rights.

10. Product use and safety

Please follow the product description, care instructions and any safety information supplied with the product. Product images may differ slightly from the actual product, for example in colour due to screen settings.

11. Liability

We are liable in accordance with applicable law. Nothing in these Terms limits or excludes our liability for:

  • death or personal injury caused by our negligence;
  • intentional acts or gross negligence;
  • liability under the Finnish Product Liability Act or other mandatory product liability rules;
  • your statutory rights as a consumer, including your rights for faulty goods.

Otherwise, we are not liable for indirect losses that we could not reasonably foresee when the contract was formed. We are also not liable for delays or failures caused by events beyond our reasonable control (such as natural disasters, strikes or carrier disruptions). If such an event happens, we will tell you, and you may cancel your order and receive a full refund.

12. Intellectual property

The content of our store, including texts, images, logos and design, belongs to us or our licensors. You may not copy or use it for commercial purposes without our permission.

13. Personal data

We process your personal data in accordance with the EU General Data Protection Regulation (GDPR). Details are in our Privacy Policy.

14. Complaints and dispute resolution

If you have a complaint, please contact us first at inahuzor1@gmail.com. We aim to reply within 1–2 business days and to find a fair solution.

If we cannot resolve a dispute together, you as a consumer can take the matter to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta), www.kuluttajariita.fi. Using the Board is free of charge. Before contacting the Board, consumers in Finland should first contact the Consumer Advisory Service (kuluttajaneuvonta), www.kkv.fi. If you live in another EU country, the European Consumer Centre in Finland or in your own country can help with cross-border disputes.

The European Commission's Online Dispute Resolution (ODR) platform (formerly at https://ec.europa.eu/consumers/odr) was discontinued on 20 July 2025. A list of consumer dispute resolution bodies in all EU countries is available at consumer-redress.ec.europa.eu.

You can also bring a claim before the competent court. As a consumer, you can bring proceedings in the courts of the EU country where you live.

15. Governing law

These Terms and any contract between you and us are governed by the laws of Finland, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). If you are a consumer living in another EU country, this choice of law does not take away the protection given to you by the mandatory consumer protection rules of the country where you live.

16. Changes to these Terms

We may update these Terms from time to time. The version published on our website when you place your order applies to that order.

17. Contact

CLOST TRANSPORT SERVICE
Kylämiehenkuja 2B, 01200 Vantaa, Finland
Business ID (Y-tunnus): 3387136-3
Email: inahuzor1@gmail.com