Here you can find information about Palasina Studio’s (Business ID: 3512480-4) policies regarding ticket sales in the online shop, returns and cancellations, as well as delivery of puzzles used in remote competitions. We may update the content of all sections, so please make sure you are aware of the current terms before placing an order. If anything is unclear or you have questions, please contact us before making a purchase.
1. Ticket sales
All event tickets are sold and purchased through our online shop on Holvi. Tickets are sold in the order in which orders are received. Tickets cannot be reserved.
2. Payments
Holvi acts as the payment intermediary, and we use the payment methods permitted by Holvi:
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Credit kortit (Visa ja Mastercard®)
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Debit kortit (Visa ja Mastercard®)
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Handelsbanken
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Nordea
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S-Pankki
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Aktia
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Säästöpankki
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Osuuspankki
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Danske Bank
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Ålandsbanken
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POP Pankki
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Oma Säästöpankki
3. Terms and Conditions for Using Palasina Studio Gift Cards
Scope of Use
The gift card can be used for events organized by Palasina Studio as specified. The gift card may be redeemed for either a remote competition (37€, including delivery costs) or a live event (35€).
The gift card may only be used for an event that has available spots at the time the gift card is redeemed.
Single-Use Redemption
The gift card is single-use and may be redeemed for one event ticket only. The gift card may not be used for multiple purchases or split into parts.
Redemption Instructions
The gift card is redeemed by reserving a spot at an event via email. When making the reservation, the gift card code and the selected event must be provided. The reservation will be confirmed by email if the event has available spots at the time of redemption.
The gift card cannot be used in the Palasina Studio online store.
Handling of Remaining Value
If the price of the selected event is lower than the value of the gift card, the unused portion will not be refunded, credited, transferred to another gift card, or used for future purchases.
Validity Period
The gift card is valid for 12 months from the date of purchase. Expired gift cards cannot be used, and their value will not be refunded.
Cash Value
The gift card cannot be exchanged for cash.
Lost Gift Cards
Lost or damaged gift cards will not be replaced. A copy of a digital gift card may be reissued at the request of the original purchaser.
Price Changes
If event prices change during the validity period of the gift card, the gift card will always retain its nominal value as of the date of purchase.
4. Processing time and delivery
Our studio and warehouse are located in Kallio, Helsinki, and we operate from there. We aim to process orders within 14 days. Please note that puzzles for remote competitions will only be shipped to participants closer to the event, i.e., they are not delivered immediately upon ticket purchase. You will receive a confirmation by email once the order has been handed over to our logistics partner. A tracking code will be included in the email.
Our delivery partner is Posti, and currently delivery is only available within Finland, to Posti service points and parcel lockers. Delivery cost is 9€. The price includes VAT (25.5%), the lowest shipping category cost, any handling fee, and packaging materials. To keep packaging costs as low as possible, we aim to reuse packaging materials (e.g., cardboard boxes and filling materials), provided they arrive to us in clean and usable condition.
5. Returns
5.1. Event tickets
Event tickets are non-refundable, as the 14-day right of withdrawal for distance selling does not apply to leisure services agreed for a specific date.
If an in-person event is cancelled by Palasina Studio, we will refund the ticket price.
If an online event is cancelled by Palasina Studio, we will refund the ticket price provided that the puzzle used in the competition is still unopened and in the same condition as when you received it. If the competition puzzle has been opened, we cannot refund the ticket price. Once the puzzle has arrived at Palasina Studio’s warehouse, we will check its condition. Refunds will be made via the customer’s chosen payment method no later than 14 business days after the product has reached us. If the product has lost resale value, the customer may be required to compensate Palasina Studio for this depreciation, which will be deducted from the refund.
We do not compensate for additional or wasted costs caused by cancellation (e.g., accommodation or travel expenses), intermediary service fees related to ticket sales (Holvi), or delivery costs, even if the event is cancelled.
5.2. Puzzles, sold individually as products
If the puzzle you purchased does not meet your expectations, you may return it within 14 days of receiving it, provided that it is unopened, unused, and in the same condition as when you received it. The return period is calculated from the date the puzzle is delivered to you.
Once the returned puzzle has arrived at Palasina Studio’s warehouse, we will inspect its condition. We will issue a refund through the payment method selected by the customer no later than 14 business days after the product has reached us. If the product has lost value, the customer is, on a case-by-case basis, required to compensate Palasina Studio for this loss, and the amount of depreciation will be deducted accordingly.
All return shipping costs are the responsibility of the customer. We do not compensate for any additional or non-refundable costs associated with the return, such as intermediary service fees (Holvi) or delivery costs.
The right of return does not apply to puzzles sold at a discounted price (e.g., dented boxes, sample copies, etc.).
6. Complaints
If a product that falls outside the right of return has actual defects, it may be returned. In such cases, Palasina Studio will cover the return costs.
Palasina Studio is responsible for ensuring that the customer receives the puzzle included with the event ticket as new and as agreed. If the product is damaged in transit, this must be reported to the courier or immediately to Palasina Studio. In such cases, Palasina Studio will cover the return costs.
If a manufacturing defect (e.g., cutting error) is discovered in the puzzle during the competition, Palasina Studio will provide a replacement product to the customer after the competition. Once the defect is noticed, the customer must immediately notify the event facilitator so that further instructions can be given.
However, in cases of missing pieces, we consider the responsibility to lie with the puzzle manufacturer, since we deliver puzzles in unopened bags and cannot check them ourselves before selling to customers. We recommend contacting the manufacturer’s customer service directly.
Palasina Studio is not responsible for damage caused by misuse or careless handling of competition puzzles. Normal wear and tear is also not Palasina Studio’s responsibility.
Return of a defective puzzle is carried out at Palasina Studio’s expense by post (using the same channel as the original delivery). The returned product must be carefully packed using the packaging materials Palasina Studio provided.
7. Disclaimer
Palasina Studio cannot guarantee that an event participant has not already assembled the puzzle used in the event.
Incorrect or incomplete information: Palasina Studio is not responsible for errors or omissions in the information displayed on the site. The information provided may not be complete, correct, useful, or relevant.
Limitation of liability: Palasina Studio, its partners, or affiliates are under no circumstances liable for any damage or loss arising from the use of the site or attempts to use third-party content and services.
Puzzles are not suitable for small children without adult supervision. They contain small parts and are not suitable for children under three years old, unless otherwise indicated on the puzzle packaging.
Address
Kirstinkatu 3 D 8
00530 Helsinki
