Transport damage guide for consumers

In domestic transport, a complaint must be made to the carrier if the goods are diminished or damaged:

• immediately on receipt of the goods, if the diminished or damaged goods are visibly perceptible,

• and otherwise in writing within seven (7) days of receipt of the goods.

• if the consignee is a consumer as defined in the Consumer Protection Act, the damage must be reported within a reasonable period of time (30 days).

Matkahuolto’s liability for any loss or damage is governed by the provisions of the Road Transport Agreements Act (23 February 1979/345) and the current General Conditions of Carriage for Goods applied by Matkahuolto.

In the event of loss of or damage to the consignment, compensation will be paid up to the maximum liability under the Road Transport Agreements Act, which is limited to EUR 20 per kilogram of goods for domestic transport. If the value of the goods is less than this, that value will be used as the basis for compensation. Additionally, the cost charged by Matkahuolto for the carriage will be reimbursed.

If Matkahuolto pays full compensation according to the fair value of the goods, title to the goods shall pass on to Matkahuolto.

In the event of delayed carriage, Matkahuolto’s maximum liability is limited to the amount of the carriage charges, in accordance with the provisions of the Road Transport Agreements Act.

Matkahuolto shall not be liable for compensation if it can prove that the damage was caused by the fault or negligence of the sender or consignee, the instructions given by the sender or consignee and their observance, the defective quality of the goods or their vulnerability to damage, the defective packaging of the consignment or a circumstance which Matkahuolto could not avoid and the consequences of which it could not have prevented.

Matkahuolto is not liable for damage caused by temperature or drying to products that require temperature-controlled transport equipment, such as cosmetics, plants, frozen goods and foodstuffs.

Matkahuolto accepts no liability for any damage to the packaging.

Unless otherwise required by mandatory law, Matkahuolto accepts no liability for indirect or consequential loss or damage, such as loss of income or proceeds, loss of profit, liability in respect of third parties or other similar financial losses.

Once your claim has been processed, we will send a compensation decision to the email address provided in your claim.

Matkahuolto will pay any compensation based on the decision when the claims process is over, approximately 14 days after the date of the decision. Transport damage cannot be charged to Matkahuolto.

Both parties are obliged to inform each other of the recovery of a consignment that has been reported lost and compensated.