LYRECO TERMS OF SALE AND DELIVERY

1. Scope of Application 

These General Terms and Conditions of Sale and Delivery (hereinafter referred to as the "Terms and Conditions") shall apply to the sale of products represented by Lyreco Finland Oy (hereinafter referred to as "Lyreco") to the customer (hereinafter referred to as the "Customer"), unless Lyreco and the Customer have expressly agreed otherwise in writing.

The Terms and Conditions shall form part of the agreement when they are referred to in a quotation, order confirmation, or otherwise attached to or incorporated into the delivery or agreement (hereinafter referred to as the "Agreement").

The Terms and Conditions are available for download on Lyreco’s website at www.lyreco.fi.

2. Validity

The Terms and Conditions shall enter into force on 16 August 2024 and remain in effect until further notice. The Terms and Conditions in force at the time of placing the order shall apply to each order.

3. Prices

Product prices shall be based on the price list valid on the date of the order, unless otherwise agreed in writing. All prices are exclusive of value-added tax or any other taxes and charges, which shall be added to the price and invoiced to the Customer in accordance with the legislation in force at the time.

All claims related to pricing must be made by the Customer without delay, and no later than ten (10) days from the invoice date. Lyreco reserves the right to make changes to its prices.

4. Purchase Price and Transfer of Title

Once the Customer has been approved as a credit customer by Lyreco, the purchase price shall be payable within ten (10) days from the date of the invoice, unless otherwise agreed in writing between Lyreco and the Customer.

The purchase price shall be deemed paid when the payment has been received in full in the bank account designated by Lyreco. Lyreco shall be entitled to charge annual interest on overdue payments in accordance with the Finnish Interest Act, calculated from the due date. In addition to interest on late payment, Lyreco shall be entitled to recover reasonable collection costs from the Customer.

If the Customer is in delay with the payment of the purchase price, any part thereof, or any other payment obligation, Lyreco shall have the right to suspend all deliveries to the Customer until all outstanding amounts including interest have been paid in full. In such cases, the delivery time shall be deemed extended accordingly, and the Customer shall not be entitled to make any claims against Lyreco or cancel the order due to the extension of the delivery period.

Title to the products shall pass to the Customer only after the Customer has paid the purchase price and any other related payment obligations in full.

The risk of loss or damage to the products shall transfer to the Customer once the products have been made available to the Customer in accordance with the agreed delivery terms.

5. Order

The Customer shall submit a binding order to Lyreco. The order becomes binding on Lyreco once Lyreco has confirmed the order in writing, delivered the product, or the Customer’s order has been recorded in the online store system.

Any modification or cancellation of a binding order is only possible upon separate agreement between Lyreco and the Customer.

6. Customer Account

The Customer may, within the credit limit granted by Lyreco, purchase products and services included in Lyreco’s sales program using a credit account. Lyreco shall, at its sole discretion, determine whether to grant, deny, or terminate a customer credit account, as well as decide on the credit limit granted to the Customer and any changes thereto.

7. Online Store and Terms of Use

The Customer may also purchase products and services included in Lyreco’s sales program through Lyreco’s online store. Access to the online store requires the Customer to have a valid credit account granted by Lyreco. Lyreco reserves the right to make changes to the content, technology, or use of the online store service. Lyreco will make reasonable efforts to notify the Customer in advance of any changes that may affect the Customer, either through the online store or by other published notices. In cases of urgent or necessary changes required to address a serious cybersecurity threat to the online store, notification may be given retrospectively.

The Customer is responsible for all orders placed using their customer number and the online store user credentials provided for their use. The Customer shall ensure that only those individuals authorized by the Customer to act on its behalf in the online store have access to the provided user credentials. The Customer shall ensure that such individuals possess the necessary knowledge and understanding of the online store’s terms and conditions. The Customer agrees to immediately notify Lyreco of any changes to the designated primary user or contact persons by email to asiakaspalvelu@lyreco.com.

8. Delivery, Delivery Charges, and Delays

The indicative delivery time for catalog products stocked by Lyreco is one (1) business day for orders received before 4:00 p.m. on the previous working day, unless otherwise agreed in the Agreement. Information on exceptional delivery times is available from Lyreco’s customer service and online store. The delivery time for custom-made products and/or products ordered outside the catalog selection at the Customer’s request shall be agreed upon separately.

If Lyreco is unable to deliver the products within the agreed timeframe due to an impediment to delivery, Lyreco shall notify the Customer without undue delay. If a delay attributable to Lyreco causes significant cost or material inconvenience to the Customer, the Customer shall have the right to cancel the order with respect to the delayed products, provided that the delay has lasted more than sixty (60) days. If the Customer does not cancel the order after the aforementioned period, the delivery shall be rescheduled to a new date deemed reasonable in light of the circumstances. Unless otherwise expressly agreed in writing between Lyreco and the Customer, Lyreco shall not be liable for any damages incurred by the Customer due to non-delivery or delayed delivery of the product.

Unless otherwise agreed, Lyreco shall deliver the order at the Customer’s expense to the delivery address specified by the Customer, to a single location. The shipment must be such that it can be carried by one person or transported using a hand truck or pallet jack. The Customer shall provide clear delivery instructions to ensure that the goods can be transported to the designated location without obstruction. The Customer shall also ensure that the delivery site is adequately protected so that delivery can take place without, for example, damaging the floor. The driver has the right to refuse the delivery if the above conditions are not met or if the delivery is expected to take more than 20 minutes.

The standard delivery fee is fifteen (15) euros excluding VAT per order. For furniture items (e.g. desks, chairs), Lyreco reserves the right to charge the actual freight costs. For products that are specially ordered or manufactured at the request of the Customer, any applicable freight and other charges will be invoiced regardless of the value of the order.

The following charges apply to orders:

An environmental surcharge of seventeen euros ninety cents (17.90) excluding VAT will be applied to orders under one hundred twenty (120) euros excluding VAT delivered from Lyreco’s warehouse.

For furniture (e.g. tables, chairs), Lyreco reserves the right to charge the actual freight costs. For custom-made products and/or products ordered outside the catalog selection at the Customer’s request, any freight and other costs will be charged regardless of the order value.

Home deliveries are carried out by a carrier selected by Lyreco. A service fee of fifteen (15) euros excluding VAT per order applies to home deliveries. No environmental surcharge is applied to home deliveries.

The service fee for same-day deliveries (Same Day delivery) is thirty-nine (39) euros excluding VAT euros per order. Same Day delivery is available in the Helsinki metropolitan area.

The service fee for same-day pickups arranged by the Customer from Lyreco’s pickup point in Vantaa is nineteen (19) euros excluding VAT per order.

Any additional delivery services requested by the Customer will be charged according to the price list valid at the time.

For custom-made products and/or products ordered outside the catalog selection at the Customer’s request, a handling fee of thirty-five (35) euros excluding VAT will be charged for orders under three hundred (300) euros excluding VAT. Orders under one hundred (100) euros excluding VAT will not be delivered, with the exception of spare parts, toner cartridges, and business card or stamp orders placed via portals.

A fee of five (5) euros excluding VAT will be charged for paper invoices.

Products are delivered in full sales packages. For custom-made products, the delivered quantity may differ by +/- 10% from the quantity ordered due to production-related reasons.

Each order is processed as a separate delivery. Lyreco will deliver all backorders to the Customer free of freight charges once the goods have arrived at the warehouse. Lyreco reserves the right not to deliver backorders with a value of less than twenty (20) euros excluding VAT. Backorders are not delivered to home addresses.

Inspection and Acceptance of Delivery

The Customer shall inspect the delivery as soon as reasonably possible, and in any case within seven (7) days of delivery in accordance with the applicable delivery terms. The inspection shall cover: a) that the correct quantity and products have been delivered, and b) that the products are free from visible damage.

The delivery shall be deemed accepted by the Customer unless Lyreco receives a written and specified claim from the Customer within ten (10) days of the delivery date as defined in the delivery terms, clearly indicating the nature of the defect. If the Customer submits a claim within the specified time frame, Lyreco shall, at its discretion, either remedy the defect within a reasonable time or refund the purchase price paid by the Customer for the defective part of the delivery, provided that the defect is attributable to Lyreco. Lyreco shall have no further liability for any defects in the delivery.

9. Warranty

Lyreco shall be liable, in accordance with the manufacturer’s warranty, for any manufacturing or material defects that arise during the warranty period. Such defects must be reported to Lyreco Customer Service during the warranty period by calling +358 10 500 1000 or emailing asiakaspalvelu@lyreco.com, where further instructions will be provided. After the warranty period has expired, the Customer must contact the manufacturer’s service provider directly. All notifications must include the contact details of the notifier, the device model, purchase date, a brief description of the defect, and the serial number of the device being returned for service.

The warranty period begins on the delivery date as determined by the agreed delivery terms, unless otherwise agreed in writing with the Customer.

The manufacturer and Lyreco shall be liable for defects only if the product has been used carefully, in accordance with the user instructions, for its original intended purpose, and under the agreed operating conditions.

The manufacturer and Lyreco shall not be liable for any defect or malfunction of the product that results from:

a) installation error, failure to follow installation instructions, improper use, neglect of maintenance tasks that fall under the Customer’s responsibility, or other negligence by the Customer.

b) unexpected and unforeseeable causes or events, such as vandalism, accidents, natural forces, or animal activity.

c) power supply conditions, such as overvoltage, voltage spikes, unsuitable control systems, or interference from other devices.

The manufacturer and Lyreco shall bear no liability if the product or its features are serviced, repaired, or otherwise modified by any party not authorized by the manufacturer.

In the event of a defect, the Customer must notify Lyreco without delay and deliver the defective product, in accordance with Lyreco’s instructions, to the service provider designated by Lyreco. The warranty for the serviced product shall continue under the terms of the original order.

When the manufacturer or Lyreco is liable for a product defect in accordance with the above, Lyreco or the manufacturer shall, at their discretion, either:

a) remedy the defect within a reasonable time and deliver the repaired product to the Customer.

b) replace the defective product with a new equivalent product; or

c) reimburse the Customer for the purchase price paid for the product.

In the case of unwarranted warranty returns, the manufacturer or Lyreco reserves the right to charge the Customer for the return-related costs as well as a handling fee of twenty (20) euros.

Certain products, such as toner cartridges and other printing supplies, are marked with a "use by" date, and the warranty is valid only until that specified date.

The remedies for product defects specified in this section are exclusive, and Lyreco shall have no further liability, nor shall the Customer have any other rights, beyond those expressly stated herein. Lyreco shall not be obligated to compensate the Customer for any damages that may arise from a product defect.

10. Termination, Amendment, and Cancellation of the Agreement

Either party may terminate this Agreement and the customer account agreement in writing with immediate effect in the event of the other party’s bankruptcy, liquidation, corporate restructuring, insolvency, or any comparable situation indicating insolvency, as well as in the event of a material breach of contract by the other party, provided that the breach has not been remedied within thirty (30) days of a written notice issued by the non-breaching party.

If the customer account agreement or any other account is terminated or cancelled, these Terms and Conditions shall continue to apply, where relevant, to orders placed and deliveries agreed upon before the termination or cancellation of the agreement, until all related obligations have been duly fulfilled in accordance with the Agreement.

11. Returns

The Customer must submit any claims to Lyreco Customer Service within seven (7) days of receiving the goods (tel: +358 10 500 1000, email: asiakaspalvelu@lyreco.com). The claim must include Lyreco’s order number and the delivery note number. All returns must be agreed upon in advance with Lyreco Customer Service.

Products may be returned free of charge if the return is made within thirty (30) days of the delivery date to Lyreco. Lyreco will arrange transportation for the returned products. The free return policy applies only to catalog products (excluding food items) that are resalable and in their original, unopened packaging. The return policy does not apply to custom-made products and/or products ordered outside the catalog selection at the Customer’s request, unless the product is defective.

Returned products must be packaged and placed at the usual delivery location for pickup. Products must be packed appropriately to ensure safe return transport to Lyreco. Lyreco will collect the return as agreed or, at the latest, within five (5) working days from the notified address. Products delivered as home deliveries must be returned using a carrier designated by Lyreco; instructions for this are available from our Customer Service.

The return must be accompanied by a delivery note for the returned goods, which must include the following information for each delivery batch:

• Your company name, contact person’s name, and phone number
• Delivery note number and/or order number
• Returned product, quantity, and size
• Reason for the return
• Name of the Lyreco representative with whom the return was agreed

Lyreco will credit the Customer for the invoiced purchase price of catalog products covered by the free return policy. Products returned without prior agreement or products that are not in resalable condition will not be credited.

The right of return does not apply to the following products:

• Custom-made products and/or products ordered outside the standard inventory at the Customer’s request, unless the product is defective
• Seasonal products, such as calendars and corporate gifts
• Single-use personal protective equipment, such as face masks and protective gloves
• Sterile-packaged products
• Food items

If the above conditions are not met, Lyreco reserves the right to re-invoice the products. The free return policy does not apply to resellers unless otherwise agreed in the Agreement.

12. Recycling Services

The Customer may return empty toner cartridges purchased from Lyreco. A return box must be ordered for this purpose by including item number 2.008.578 in the order. The price of the return box is 9.90 euros each, excluding VAT. Collection of a full return box must be arranged through Lyreco Customer Service.

For battery recycling, the Customer may order a return box using item number 3.679.128. Detailed recycling instructions are included with the box.

We offer a recycling service for bottles, covering the return of plastic beverage bottles and cans. Customers can order a recycling box by adding item number 17.176.067 to their order. The price of the return box is 10.90 euros each, excluding VAT. The box is suitable for plastic bottles and cans. Once the box is full, it must be sealed with tape, and the return pickup should be arranged through Lyreco Customer Service.

Lyreco Finland Oy donates all deposit refunds from returned items in full to a charitable cause as part of the "Lyreco for Education" program. The beneficiary organization may vary, but the common goal is to support children’s education and related activities in selected communities. Further information about the service and recycling practices can be found on Lyreco’s website.

We also offer the opportunity to recycle unnecessary workplace supplies in cooperation with the Helsinki Metropolitan Area Reuse Centre. Customers can order the LyrECO workplace supplies recycling box by adding item number 18.955.705 to their order. The service price is 61.75 euros each, excluding VAT. The recycling service includes delivery of the box, pickup, and processing fee.

Accepted items include, among others, pens, erasers, staplers, binders, plastic sleeves, and small electronics such as computer mice and keyboards. Companies using the service may receive an annual certificate outlining the environmental benefits achieved.

Pickup of the recycling box is free of charge and can be arranged through Lyreco Customer Service. Please note that the free pickup applies only to the LyrECO recycling box.

13. Date Markings of Food Products in Customer Deliveries

Lyreco Finland Oy offers a selection of food products for which the manufacturers have defined and marked either a “best before” date (minimum durability) or a “use by” date on the product packaging. Date tracking of such products is managed through Lyreco’s logistics system.

Lyreco guarantees that all date-labeled products will have a minimum shelf life of fourteen (14) days remaining at the time of delivery to the Customer. If this requirement is not met, the Customer is entitled to receive replacement products with at least fourteen (14) days of shelf life remaining.

14. Liability and Limitations of Liability

Lyreco’s liability shall be determined exclusively in accordance with these Terms and Conditions or a separate written Agreement. In all cases, Lyreco’s maximum liability shall be limited to the purchase price paid by the Customer for the product forming the basis of the claim.

Under no circumstances shall Lyreco be liable for indirect damages, including but not limited to: (i) loss of profit; (ii) loss of revenue; (iii) reduction or interruption of business or production, or other damage to business operations; (iv) loss of use; (v) damage to reputation; (vi) loss of customers; (vii) wasted working time; (viii) losses or liabilities related to the Agreement with a third party; (ix) damage to property other than the sold product; or any other damage that is difficult to foresee.

15. Force Majeure

Lyreco shall be released from its obligations and from any liability for damages if the failure to perform or breach of obligations is due to a force majeure event. A force majeure shall be deemed to be an unusual and material event, occurring after the obligation has arisen, which prevents the fulfillment of the obligation, is beyond Lyreco’s control, and the effects of which Lyreco could not reasonably have avoided or overcome.

A force majeure event shall include, but is not limited to, a pandemic as defined by the World Health Organization (e.g. Covid-19), and any direct or indirect restrictions on freedom of movement and/or business operations caused by such a pandemic, as well as any other consequential effects resulting from the pandemic.

16. Governing Law and Dispute Resolution

This Agreement shall be governed by the laws of Finland, excluding its choice of law provisions and the United Nations Convention on Contracts for the International Sale of Goods (CISG).

The parties shall primarily seek to resolve any disputes through mutual negotiations. If the parties are unable to resolve the dispute through negotiations, any disputes arising out of or in connection with this Agreement shall be finally settled by arbitration in accordance with the Rules for Expedited Arbitration of the Finland Chamber of Commerce. The arbitral tribunal shall consist of a sole arbitrator. The seat of arbitration shall be Helsinki, Finland, and the arbitration proceedings shall be conducted in the Finnish language.