Wihuri's Metro wholesale's e-shop sells products for corporate, association and consumer customers everywhere in Finland and adheres to the general provisions and recommendations related to wholesaling, business-to-consumer, advertising and marketing in all of its operations.
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.
Products are ordered by adding items from the e-shop to the shopping cart and paying the contents of the shopping cart with invoice or a debit or credit card. When picking up the products from one of our Cash-and-Carries, the products can also be paid with an invoice or a debit or credit card saved for Cash-and-Carry orders. The shopping cart displays all ordered items and their quantities, as well as customer based means of payments. 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.
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 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 (CORPORATE)
Instead of delivery, Cash-and-Carry's delivery customer may choose to pick up the order from their Cash-and-Carry and pay for the order at the outlet checkout, either with cash or card, or with an invoice if the customer and Wihuri's Metro wholesale 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 Cash-and-Carry checkout.
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:
You can get more information about electronic invoicing from your bank or electronic invoicing operators. For any questions regarding invoicing and for sending your electronic invoicing details, please contact laskutus.metro@wihuri.fi.
Customers can view or reprint invoices, receipts and accompanying letters for three (3) months after the date of delivery.
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 CUSTOMERS
For our Cash-and-Carry 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.
Our delivery time window is between 7 a.m. and 2 p.m. Business-to-consumer delivery times and corporate delivery times differing from this can be agreed separately.
It is in everyone's interest to comply with Wihuri's Metro wholesale's 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:
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 Wihuri's Metro wholesale's 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 Wihuri's Metro wholesale's 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 Wihuri's Metro wholesale's 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 Wihuri's Metro wholesale's 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 Wihuri's Metro wholesale's 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 Wihuri's Metro wholesale's 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 (CORPORATE)
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. The driver will take away all the pallet types that they have delivered.
TRANSPORTATION TROLLEYS: Wihuri's Metro wholesale owns the trolleys with Wihuri logo (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 Wihuri's Metro wholesale'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 WIHURI'S METRO WHOLESALE:
Customers must always register themselves as customers for Suomen Palautuspakkaus Oy (PALPA) in order to return recyclable plastic bottles, cans and crushed glass through Wihuri's Metro wholesale (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:
Crushed glass:
Beverage trays for recyclable plastic bottles, glass beverage bottles, crates:
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.
