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TERMS AND CONDITIONS

 

 

 

E-SHOP


The Metro e-shop sells products for corporate and association customers everywhere in Finland and adheres to the general provisions and recommendations related to wholesaling, advertising and marketing in all of its operations.

In the Metro e-shop, the customer-specific prices for the products are displayed with tax and without tax, including the current VAT. Delivery fees are not included in the prices. The seller reserves the right to adjust also the prices of items of which an agreement has already been made if there are changes in currency exchange rates, import levies or other charges, taxes or other public law charges not under the seller's or supplier's control. If there is a clear human error in the e-shop's product or price details, we reserve the right not to send the product with the erroneous information.

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ORDERING


Products are ordered by adding items from the e-shop to the shopping cart and paying the contents of the shopping cart with a debit or credit card. When picking up the products from one of our Cash-and-Carry outlets, the products can also be paid with an invoice or a debit or credit card saved for Cash-and-Carry outlet orders. The shopping cart displays all ordered items and their quantities, and it also provides the option of editing the contents of the shopping cart, such as changing the quantity of the products to be ordered or removing items before accepting the order. The last step before accepting the order is selecting the method of payment. The order will be moved to processing once the order has been paid, or immediately if an invoice has been selected as the method of payment.

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PAYMENT METHODS


CARD PAYMENTS

You can pay in our e-shop with VISA (Debit and Credit), VISA Electron and MasterCard (Eurocard, Maestro) cards issued by any Finnish bank.

When using the 16-digit card number found on the front of the Debit/Credit combination card and the three-digit verification number found on the back of the card, you are paying your purchases with credit. If you want to pay using debit, you should use the numbers found in the bottom left corner on the back of the card. The first 16 digits act as the card number and the last three digits act as the verification number.

In addition to the value of the actual purchase, we add an extra funds provision of 15% on the payment card when handling the payment transaction. We use this measure e.g. to allow some room for changes for products that need to be weighed, because the weight between the ordered products and the delivered products may vary. This extra provision will be returned back to the payment card used for the purchase, providing that the final value of the delivery is under the original purchase price of the order and the added 15% provision.

Payment card details can also be saved for further use in our secure web service provided by our online payment partner Verifone Finland Oy, making the processing of the payment faster for future orders.

The receipt for the card payment transaction will be delivered to the customer with the shipment.

Paying in our e-shop is secure. No payment card information is stored directly in the e-shop. The data is processed only over an SSL secure connection to the service provider's payment system. An SSL connection means that the data is transmitted over a secure connection, and no third parties can intercept and read the payment card details. With payment card purchases, we work with an authorized service provider. Our service provider processes the data in an appropriate manner and complies with the Payment Card Industry Data Security Standard (PCI DSS).


PICKUP AND PAYMENT

Instead of delivery, Cash-and-Carry's delivery customer may choose to pick up the order from their Cash-and-Carry outlet and pay for the order at the outlet checkout, either with cash or card, or with an invoice if the customer and Metro have made an agreement about credit sales in advance. The customer will receive a receipt for the cash or card payment transaction, printed at the Metro Cash-and-Carry outlet checkout.


INVOICE

A customer with credit may choose an invoice as their method of payment. The invoice will be issued after the products have been delivered.

The invoice is dated for the order's date of delivery or for the next day in accordance with the possible customer-specific invoicing frequency. The due date is calculated according to the agreed payment terms, and the invoice must be paid by the latest on the due date indicated on the invoice. The interest on late payments after the due date is 16%.

We prefer using electronic invoices. By switching to electronic invoicing, you can process your invoices faster and also save on expenses. Archiving becomes more efficient and there are fewer errors. Electronic invoicing is also completely safe and it is suitable for companies of all sizes.

Switching to electronic invoicing is easy, and it does not require your company to use an electronic invoice processing software. You can choose if you want the invoices to be delivered to your invoice processing software or as electronic invoices directly to your online bank. We transmit the electronic invoices through TeliaSonera Finland Oyj.

To switch to electronic invoicing, first discuss with your bank or electronic invoicing operator about receiving electronic invoices.

To switch to electronic invoicing, please send us the following information via e-mail to laskutus.metro@wihuri.fi:

·         Company's legal name and customer number

·         Business ID

·         Name of the operator used for receiving the electronic invoice (bank or electronic invoice operator)

·         EDI code or IBAN electronic invoice address

·         The name of your company's electronic invoicing contact person 

 

You can get more information about electronic invoicing from your bank, electronic invoicing operators or online: www.verkkolasku.info. For any questions regarding invoicing and for sending your electronic invoicing details, please contact laskutus.metro@wihuri.fi.

 

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PROOFS OF PAYMENT


Customers can view or reprint invoices, receipts and accompanying letters for six (6) months after the date of delivery.

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DELIVERY METHODS AND FEES


FOR OUR DELIVERY CUSTOMERS

For our delivery customers, we deliver using TOP Finnterms (delivered to destination, designated place of delivery).

The seller delivers the goods to the buyer by handing them over to the buyer at the designated location. This place can be e.g. the buyer's warehouse. The seller shall bear all costs and risks until the goods are delivered to the agreed location.

The buyer pays the seller the agreed fee for the delivery services. The buyer receives the delivery at the agreed location.


FOR OUR CASH-AND-CARRY OUTLET CUSTOMERS

For our Cash-and-Carry outlet customers, we deliver either using TOP Finnterms (delivered to destination, designated place of delivery) or NOL Finnterms (pickup from the sender, designated place of delivery).

TOP Finnterms (delivered to destination, designated place of delivery):

The seller delivers the goods to the buyer by handing them over to the buyer at the designated location. This place can be e.g. the buyer's warehouse. The seller shall bear all costs and risks until the goods are delivered to the agreed location.

The buyer pays the seller the agreed fee for the delivery services. The buyer receives the delivery at the agreed location.

NOL Finnterms (pickup from the sender, designated place of delivery):

The seller hands over the goods to the buyer at the designated location at the agreed time. The seller shall bear all costs and is responsible for all damages to the goods until the buyer has picked up the goods.

The buyer receives the delivery when the seller hands over the goods to the buyer at the designated location at the agreed time. The buyer pays the seller the agreed fee for the delivery services.

The buyer shall bear all costs and is responsible for all damages to the goods after he has picked up the goods at the designated location.

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DELIVERY TIME


Our delivery time window is between 7 a.m. and 2 p.m. Delivery times differing from this can be agreed separately.

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RETURN AND CLAIM INSTRUCTIONS


It is in everyone's interest to comply with the Metro return and claim instructions as it ensures that refund practices go smoothly. Compliance with the instructions enables flexible and efficient error settlement for our customers.

When contacting our customer service about claim and return issues, the following details are important:

·         Your customer number

·         The number of the order's delivery note

·         Delivery date

·         The item's EAN code


CHECKING THE DELIVERY AND COMPLAINTS CONCERNING IT

The customer must always check the quantity of the transport units (pallets and trolleys) recorded in the delivery note and compare them to the quantity delivered. This must be done in the presence of the driver. All deviations must be recorded in the delivery note and confirmed with the customer's and driver's signatures. After the customer has signed the shipment as received, the responsibility for the delivery is transferred to the customer.

If the customer notices any broken items when receiving the goods, this must be recorded in the transport documents and confirmed with the customer's and driver's signatures.

When requesting a refund, the customer must always state the number of the delivery note for the delivery they are requesting the refund for. If the item is not found on the delivery note, the refund cannot be made.

The customer must hold on to the products they have complained about and discuss with the Metro customer service whether the products are to be returned or whether they can be disposed of. Products must be returned in their original packages or boxes. If a product that should be returned is not returned, the refund obligation will become void.


FRUITS, VEGETABLES, EGGS, FLOWERS, FROZEN PRODUCTS AND COLD STORE AND FRESH PRODUCTS

A refund request for claims concerning product quality or price, broken products, products missing from the shipment or extra products in the shipment must be made with the Metro customer service within one (1) working day after receiving the delivery. Exceptions to this are shipments received during Friday and Saturday, of which the claim must be made no later than on the next working day. Claim requests that are older than this are considered to be unfounded.

If the customer suspects that the transport temperature for frozen products has been incorrect, the temperature of the products must be measured in the presence of the driver, the temperature must be recorded in the delivery note, and the delivery note must be signed by the driver. The products must be measured in the cargo space. Products thawed during transport will not be refunded if the temperature has not been measured in the presence of the driver.


DRY GOODS, TOBACCO AND ALCOHOL

Complaints concerning products and deliveries must be made with the Metro customer service within two (2) working days after receiving the delivery. Claim requests that are older than this are considered to be unfounded.

Complaints concerning coffee packages that have been delivered on half pallets and have gone soft must be made with the Metro customer service within 21 working days (3 weeks) after receiving the delivery. Claim requests that are older than this are considered to be unfounded. Coffee packages that have gone soft due to actions at the outlet and during the receiving of the shipment will not be refunded.

Alcohol (the box for individually collected bottles is marked with a blue tape), tobacco and valuables (e.g. batteries; the box for individually collected goods is marked with a red tape) must be inspected package by package in the presence of the driver. Any possible deviations must be recorded in the delivery note and confirmed with the customer's and driver's signatures.

If there are severe faults in delivery, please contact the Metro customer service immediately.


PRODUCT RETURNS

Extra products or damaged products are returned with the next delivery. An accompanying letter for returns is always needed when returning products. You can get one by notifying the Metro customer service of your claim. The customer receives two copies of the accompanying letter for returns with the next delivery.

All return documents should include both the customer's and the driver's signatures. The other part of the accompanying letter with the driver's signature is left to the customer, the other part will be returned with the goods. The driver is not allowed to accept goods without the accompanying letter for returns.

Goods that are to be returned must be packed so that they are ready for transport and placed in a location where the driver can easily find them. Products that need to be stored in cold store must be kept in a cold place until the pickup.

Goods that are returned due to a collection error must be vendible, non-vendible products will not be refunded.

If a product that should be returned is not returned, the refund obligation will become void.


TRANSPORT UNIT AND DEPOSIT RETURNS

Place all transport units to be returned as instructed to wait for the return.

BOXES: Stack empty boxes that are the same type inside each other on a trolley or on a FIN pallet. Do not stack different types of boxes in the same stack.

PALLETS: Stack pallets that are the same type in stacks containing a maximum of 15 pallets. Tuko Logistics Cooperative will take away all the pallet types that they have delivered.

TRANSPORTATION TROLLEYS: Tuko owns the trolleys with the Tuko and HKT logos (found on the identification plate). Gather the trolleys in bundles of 3–6 trolleys with the wheels facing down and return them to their owner.

CONTAINERS, CRATES AND BEVERAGE TRAYS: Mark the units with deposits in Metro's deposit return form. The forms can be ordered with the order number 0611988.

 

INSTRUCTIONS FOR ALKO BOTTLES, CRUSHED GLASS AND BEVERAGE PACKAGES SOLD BY METRO:

Customers must always register themselves as customers for Suomen Palautuspakkaus Oy (PALPA) in order to return recyclable plastic bottles, cans and crushed glass through Metro (more information at www.palpa.fi/english). After registering, PALPA will send identification labels to the customer with their customer number, used for the tie-bands used for closing the crushed glass bags. If the customer has already registered themselves for recyclable plastic bottles and cans, they do not need to register again for crushed glass; they can use the same PALPA customer number also for returning crushed glass. 

 

Recyclable plastic bottles and cans:

·         Empty recyclable plastic bottles and cans are collected in PALPA’s return bags. You do not need to count the cans and bottles, but the cans must be collected in their own bags and the bottles in their own bags. You can order bags and tie bands for the bags from Metro along with the rest of your order, and the identification labels are available from PALPA.

·        The customer has to make sure that the bags are always closed properly with proper tie-bands, and that there is an identification label with a PALPA customer number on the tie-band. If the label is missing, the driver will not pick up the bags for transport.

·        The transportation of the return bags should be handled primarily by transport companies registered with PALPA. These transport companies include breweries, central firms and beverage wholesalers, including Tuko Logistics. Customers that are part of the Metro Cash-and-Carry outlets’ transport service can leave the bags to be transported by the Cash-and-Carry outlet’s driver, who will deliver the bags to onward transportation and to refund through the Cash-and-Carry outlet.

·        Metro Cash-and-Carry outlet customers can also deliver full bags to the Cash-and-Carry outlet themselves if they find the use of a registered transport company difficult or if there is no other transport available. The Cash-and-Carry outlet will deliver the bags to PALPA to be refunded along with other returns.

 

Crushed glass:

·        All glass bottles from Alko and imported bottles must be returned to recycling as crushed glass, not as empty bottles in crates. The crushed glass is collected in containers reserved for them. Do not place any ceramic bottles, porcelain, rubbish or other glass packages in the containers.

 

PALPA containers for crushed glass:

·         In order to transport the glass to be crushed, the customer must order empty 240-litre or 600-litre containers from the breweries, central firms or beverage wholesalers they are using when placing their normal order. Containers are also available from Metro. They will be delivered to the customer with their next order, and a deposit will be charged for them.

·        The customer may return full PALPA containers to all transport companies registered with PALPA, i.e. breweries, central firms and beverage wholesalers, including Tuko Logistics and the transport for Metro Cash-and-Carry outlets. You do not need to order a separate pickup for their return.

·        In order to receive refunds for the crushed glass and the deposit, the customer must make sure that there is a similar PALPA identification label on the full containers as there is on the tie-bands used for closing the bags for recyclable plastic bottles and cans. The deposits for the containers are refunded by the receiving party, i.e. the driver. PALPA will refund the crushed glass according to the container reading made by the driver.

·        To receive the refund for the 600-litre container, the container must always be full when returning it. The 240-litre container may be returned either full (100% compensation) or short (50% compensation). The refund for the returned containers and crushed glass will be made according to the information on the PALPA identification label, so the accuracy of the information will ensure a proper refund.

 

 

Beverage trays for recyclable plastic bottles, glass beverage bottles, crates:

·         If the customer is part of the Tuko Logistics transport model (can be checked from the inbound cargo’s delivery note whether the sender is Tuko Logistics or Metro Cash-and-Carry outlet), the customer must order return forms for deposit products from Metro when placing their normal order. Beverage trays for recyclable plastic bottles, glass beverage bottles and empty bottle crates ordered through Metro will be returned for these return forms.

·        The driver checks the number of products to be returned and the customer details on the return form, signs the form, and gives a copy of it to the customer. The driver is responsible for the customer-specific accuracy of the information, so it is important that the number of products to be returned has been checked together and it has been approved with the driver’s signature.

·        The Tuko Logistics driver is not allowed to accept returns without the proper deposit return form.

·        With Metro Cash-and-Carry outlets’ own transports, the driver picks up the empty bottles, crates and trays during the next normal delivery. The driver carries a Metro deposit return form with him/her, which he/she uses to record the number of deposits to be returned. The customer must always check that the numbers are correct. The driver signs the form and gives the customer’s part of the form to the customer.

·        The returned deposits will be refunded according to the information on the bottle return form, so the accuracy of the information will ensure a proper refund

·        Trays, bottles and crates ordered from breweries should be returned to the driver of the brewery in question, according to the instructions received from the brewery.



If you have any questions regarding deposits to be returned, you can contact Metro customer service via e-mail asiakaspalvelu.metro@wihuri.fi or by phone 0200 50 200.




PRIVACY POLICY STATEMENT

 

 

 

1. Controller:


Wihuri Oy Aarnio (Business ID 2557856-2), Atomitie 5 A, 00370 Helsinki, Finland

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2. Contacts about register matters:


Contact person: Kalle Wahlström
Mailing address: Wihuri Oy Aarnio, Atomitie 3, 00370 Helsinki, Finland
Telephone: 040 152 3892
E-mail address: kalle.wahlstrom@wihuri.fi

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3. Name of the register:


Wihuri Oy Aarnio e-shop customer register

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4. Purpose of the processing of personal data (purpose of the use of the register):


The purpose of the processing of personal data is the management and development of the customer relationship, and personal data is processed for this purpose in connection with orders, credit granting, invoicing, debt collection, contacts, transactions, customer surveys, service development, reporting and other actions concerning customership management.
Personal data is also processed for marketing purposes, and personal data is processed for this purpose in connection with profiling and in order to make offers, benefits and other marketing actions and customer communications more interesting for the data subject.
Personal data is also processed when sending newsletters and in connection with other marketing actions and direct marketing.
The data subject has the right to prohibit the processing of his/her personal data for direct marketing purposes.

The processing of personal data is outsourced to a Finnish subcontractor that processes the data and maintains the system in accordance with the commission agreement made with Wihuri Oy Aarnio and on behalf of Wihuri Oy Aarnio.

The processing of personal data is based on the Personal Data Act, section 8, subsection 1, point 5.

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5. Data content of the register:


The register contains data about the customers of Wihuri Oy Aarnio and the contact persons working for corporate customers, other employees or representatives or corporate customers' consultants, subcontractors or other contracting partners (and the people working for them).
The register contains the following details about the aforementioned persons: first and last name, address details, telephone number(s), e-mail address, details concerning marketing permissions and prohibitions, transaction details within different channels.

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6. Regular sources of information:


The data subject's own notifications, the data subject's purchase and transaction details within Wihuri Oy Aarnio's information systems, access to company information using the Finnish Business Information System and the credit information register of Suomen Asiakastieto Oy.

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7. Regular disclosure of data and transfer of data outside the EU or the European Economic Area:


Wihuri Oy Aarnio may disclose customer register data to companies that are part of the Wihuri Group, as well as to corporations that have made a cooperation agreement with Wihuri Oy Aarnio for the delivery of customer orders. Wihuri Oy Aarnio's partners may not use the data for other purposes and may not disclose the data to third parties. Wihuri Oy Aarnio may disclose customer data to officials within the limits of the current legislation and as obligated by it.

The data may be transferred outside the EU and the European Economic Area e.g. to enable the implementation of technical maintenance and processing procedures. In this case, the controller must comply with the conditions for the transfer of data set forth in the Personal Data Act.

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8. Register protection principles:


A. Manual data
Printed out only when needed, and the data is stored in locked and secure premises. Access to the premises is limited only to persons who have the right to process system data.
Confidential data is destroyed properly.

B. Data saved in data systems
The customer register is stored electronically. The register is protected properly against outsiders with firewalls and other technical protective measures. Only designated persons whose duties include data processing have the right to use and maintain the data found in the register. Each user has a personal username and password. The users are bound by an obligation of secrecy.

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9. Right of access, rectification and prohibition:


According to section 26 of the Personal Data Act, a registered private person has a right of access to the data on him/her in a register, the right to request rectification of erroneous data, and otherwise to rely on his/her rights guaranteed by the Personal Data Act. A written request concerning the access and rectification of the data, signed personally by the applicant (the applicant must also prove his/her identity), must be directed to the person responsible for register matters (see item 2), or the applicant must discuss about access to the data in advance with the person responsible for register matters when visiting the controller.

The data subject has the right to prohibit the use of his/her personal data for direct marketing purposes by notifying the person responsible for register matters via telephone, mail or e-mail.

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10. Cookies:


The service uses cookies for user data management. A cookie is a small text file sent to the user's computer and stored there that can be used to control communications between the web browser and the server, e.g. to enable the use of an e-shop's shopping cart. Cookies do not harm the users' computers or files.

Cookies are also used for collecting anonymous statistical information about the usage levels and usage trends of Wihuri Oy Aarnio's website by using Google Analytics and Snoobi. This statistical information is not associated with the users' personal data at any point. With the help of this feedback, we aim to constantly improve our website and its contents. If a user visiting the website does not want the service to receive data about him/her using cookies, he/she can block the cookies (most web browsers allow the cookie function to be switched off). Please note, however, that in this case, the website may not function properly.

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