Files Policy

This policy is a part of our Terms of Service. By creating an account or viewing the pages on the Finnalby Sites, you’re agreeing to our Terms of Service and this policy.

When a Buyer experiences an issue with their order on Finnalby, they must first contact the Seller directly via the Help with Order link within Purchases and Reviews. Wholesale Sellers and Retail Sellers should respond to Messages, including Help with Order messages, from Buyers regularly. If the Seller doesn't respond within 48 hours or resolve the issue within that time, Buyers can open a "File." Finnalby will then assist in resolving the File between the Buyer and Wholesale Seller or Retail Seller.

For a file to be opened with Finnalby, an order must meet specific criteria, including:

  • File Opening must be within the eligible time frame, and
  • Buyer reports the order issue to the Seller within 48 hours but does not receive a response, and
  • Item never arrived, or
  • Item arrived damaged, or
  • Item does not match the listing description.

Finnalby will usually resolve and close the File automatically on behalf of the Buyer and Seller once a File is opened. For some Files, Finnalby may need to investigate further to resolve the File. Sellers must respond within 2 calendar days when Finnalby reaches out for more information. Finnalby reserves the right to resolve an order issue within the 48-hour window under specific circumstances, and may close or resolve a file due to lack of participation from either party or reopen a previously closed File to further investigate. If a file remains unresolved for more than 60 days, it is considered a late delivery, and the only acceptable resolution is a full refund.

Ineligible Transactions

Some disputes don't qualify for Finnalby’s File system, including:

  • Items altered, used, worn, washed, or discarded after receipt.
  • Items received after the agreed-upon delivery date due to shipping delays.
  • Items returned without a Return Agreement.
  • Accurately described items that don't meet a Buyer's expectations.
  • Shipping cost disputes.
  • In-person purchases.
  • Transactions where payment isn't processed by Finnalby Ledger, such as offsite transactions.
  • Disputes covered by local warranty or return laws applicable to a Seller or their product.

More information is available on File Time Eligibility, opening a file, or Help with an order.

Agreement Exclusively Between Retail Seller and Buyer and/or Recipient of Buyer:

THE PARTIES INVOLVED IN EACH TRANSACTION ACKNOWLEDGE AND AGREE THAT FINNALBY, LLC:

  1. IS NOT A PARTY TO ANY ORDER OR TRANSACTION
  2. HOLDS NO RESPONSIBILITY OR LIABILITY FOR ANYONE CONCERNING ANY DISPUTES ARISING UNDER ANY ORDER OR TRANSACTION
  3. DOES NOT PROVIDE PRODUCTS UNDER ANY ORDER OR TRANSACTION NOR HAS IT ENGAGED THE INDIVIDUAL PROVIDING PRODUCTS UNDER AN ORDER OR TRANSACTION AS AN AGENT OR EMPLOYEE ACTING ON ITS BEHALF: AND
  4. IS NOT ACCOUNTABLE FOR ANY REPRESENTATIONS, WARRANTIES, OR GUARANTIES MADE BY ANY PARTY INVOLVED IN ANY ORDER OR TRANSACTION, AND HAS NOT APPROVED OR ENDORSED SUCH STATEMENTS IN ANY WAY.