Updated on 24 July 2023 and replaces the previous terms of delivery
Delivery terms and information
The delivery time of the products is on average 1-2 business days. We send mail every weekday, and orders placed before 1:00 p.m. usually have time for same-day orders (with the exception of rush events such as Christmas and the days after big con events).
Our goal is to ship stock items within 24 hours of placing the order.
Pre-orders are shipped as soon as the products arrive in stock. We are not responsible for delays caused by the manufacturer, wholesaler or transport company.
We do not deliver orders outside of Finland.
Orders are sent in 1st class (Priority). The exception to this are the weeks without postage, when products are also sent in 2nd class (Economy). Discounted products obtained with offer codes can also be sent in 2nd class, but this will be announced in connection with the offer codes for each product.
We are not responsible for delays and errors caused by Posti. We are also not responsible for delays caused by matters beyond Anigen's control, such as war, natural disaster, export or import ban, official decision, disruption of public transport or the like.
Those under the age of 18 must have their guardian's permission to place an order.
In our online store, you can pay with the most common payment methods.
Paytrail Oyj (2122839-7) operates as the payment intermediary service provider and in cooperation with Finnish banks and credit institutions.
Paytrail Oyj appears as the recipient of the payment on the bank statement or card invoice and forwards the payment to the merchant. Paytrail Oyj has a payment institution license.
In cases of complaints, we ask that you first contact the supplier of the product.
Paytrail Oyj, VAT number: 2122839-7
Puhelin: 020 718 1830
Returns and exchanges
All products have a 14-day exchange and return right. The customer pays the shipping costs for the return, except if the product is defective or damaged in transit.
Figures, games, movies, software, trading cards/posters packed by the manufacturer in "random order" or other similar sealed products do not have the right of return once the product packaging has been opened.
Please note the following when returning:
- There is no return or exchange right for food products.
- The product must be in an unopened package*.
- The original packaging must also be returned with the product. If there is no original packaging, a maximum of 25% of the price of the product can be refunded, the box of the collector's item can be considered part of the item due to the nature of the hobby.
- The customer is responsible for the packaging of the returned product. If the product is carelessly packed and it is damaged during transport, the product cannot be refunded. The product can be packed, for example, in the same box where it was sent.
If no agreement can be reached regarding the return or exchange, the customer can dispute the matter through the Consumer Disputes Board. Before disputing the matter, the customer must contact consumer advice.
All products include VAT of 24%.
We mail products every weekday.
We aim to deliver pre-order products by the day of publication, however, delays may occur, e.g.: Delays in postal delivery times or public holidays.
Deviating delivery times will be announced on Anigen's Facebook page.
Delivery method and delivery costs
Delivery costs include postage and packaging costs. You can see the delivery costs after choosing the payment and delivery method of the shopping cart. We deliver orders as a package and as a registered mail, only the package can be tracked with a tracking number. If delivery is desired as a "fragile" package, the fee for a separately handled package will be added to the delivery costs according to the valid postal prices. You can find more information about Posti's package options, payments and transport methods at http://www.posti.fi/
Or alternatively: https://www.matkahuolto.fi/
Note! More than products that do not fit in a 60 cm long package will be delivered as a Matkahuolto package even if the customer has chosen Posti delivery from the options.
Pre-order is binding.
Pre-orders are products that are not in stock and will not arrive until the announced release date.
Please note that release dates are tentative and subject to change.
Pre-order figures and other products are only ordered for pre-order customers, we do not take pre-order products into stock as a general rule.
Pre-orders are paid in full at the time of ordering.
If the customer wishes to cancel his pre-order, the customer must contact AniGen for example by e-mail, including the order number and the name of the ordered product.
If the pre-order is cancelled, a reservation fee of 10% of the total amount will be charged if the product ordered for the customer can no longer be canceled from the manufacturer. Cancellations are checked on a case-by-case basis.
Repeated cancellations of orders by the customer may lead to cancellation of the pre-order right, in which case we will no longer accept pre-orders from the customer in question.
The customer ensures that AniGen always has an up-to-date delivery address. If you send the package again, you will be charged the costs incurred for sending and returning the package.
Exchange and return conditions
Exchange and return conditions The customer has a 14-day exchange and return right in accordance with the Finnish Consumer Protection Act. The right of return only applies to unused and re-salable products in the original packaging.
Any shipping costs caused by the return are paid by the customer.
Include the following information with the return:
your customer number, name, address and phone number, your bank account number and a copy of Anigen's order confirmation.
Sibeliuksenkatu 29 A7
We do not accept returns more than 14 days after delivery. Once the return is approved, the money will be returned directly to your account after receiving and processing the return.
Problem situations in transport and regarding defective products
If the product is lost during transport, damaged or the wrong product has been delivered to the customer, the customer must report the error immediately to the email address.
Notification of incorrect delivery or defective product must be made within 14 days of receiving the product. If the package is damaged in the mail, the product must be immediately complained to the mail.
Failure to pick up the delivery is not a cancellation of the order if the customer has not picked up the shipment and it is returned to us, the customer is committed to pay all reshipment costs.
Products and product prices.
The prices of the products are presented in connection with the product presentations. Our products include VAT. The tax breakdown can be seen in the shopping cart and in the order confirmation.
All information and images related to the products are provided by the manufacturer. AniGen is not responsible for errors and technical changes.
If you have ordered a building kit, check within 14 days of receiving the building kit that all parts and casting frames are included in the building kit. The instruction manual usually contains a list of parts and value chains that must be included in the construction kit. AniGen is not responsible if the part is broken or twisted when removing the part from the casting. We do not exchange or compensate for defects caused by the builder's mistakes.
Not all purchases are going to be perfect. As hard as we try, things may not always arrive as expected. Please acknowledge that Box condition is sold as-is. We ship our products mint unless stated in the description. We do not offer exchanges, discounts, or refunds for dents and creases caused during shipping transit. If you are concerned with the box condition, please email us.
Fixing a product error
If the delivered product is damaged, you can file an error report about the product. In that case, you do not have to pay postage. At the same time, please let us know if you are returning the product and want the money back, or if you would like us to send a similar product to replace the damaged one. In order to return the money, we ask you to provide the account number.
The customer is obliged to present a proof of purchase, receipt or other proof of the place and time of purchase when returning or complaining about a product defect.
AniGen reserves the right to collect the costs caused by the search for the receipt from the buyer.
Complaints are processed only in writing. You can submit a free-form complaint by email to email@example.com
Dispute resolution and venue:
The consumer customer has the right to submit disputes arising from this contract to the consumer dispute board (www.kuluttajariita.fi) for resolution.
Before taking the case to the Consumer Disputes Board, the consumer must contact the magistrates' consumer advisory service (www.kuluttajaneuvonta.fi).
The customer can file a lawsuit against AniGen regarding disputes arising from the debt relationship of the contract either in the district court of AniGen's domicile or in the district court of the place in Finland in which he/she has him/her place of residence.
If the Customer does not have a place of residence in Finland, disputes will be handled in the district court of AniGen's domicile.
Attorney fees are not reimbursed, Kuluttajaneuvonta and the Consumer Disputes Board offer free help in resolving disputes.
We reserve the right to change our terms of delivery. Before placing an order, the customer must familiarize with the delivery conditions valid at any given time.
Anigen handles all customer data in complete confidence.
Anigen undertakes not to disclose customer data to third parties.