How can I file a complaint about an item?

On this page, you will find information about:

• General information about complaints
• How do I file a complaint about an item I purchased?
• Who do I address my complaint to?
• Filling out the complaint form
• Processing the complaint

General information about complaints

• The bidder who purchased the item must file a complaint immediately upon noticing an issue. If you purchased the item as a business and the transaction is between companies, the complaint period is seven (7) days. Please note that there is no right to cancel the purchase according to distance selling terms in business-to-business transactions. 
• If the item is a vehicle, do not start any possible repair work before filing a complaint. The purchased vehicle must be kept in the same condition as at the time of purchase if you intend to file a complaint about it. This also applies to cancellations under the Consumer Protection Act's distance selling terms. Any modifications or repairs you carry out yourself may affect the handling of the case. 
• Normal wear and tear and the end of the lifecycle of a vehicle part are not defects for which Huutokaupat.com is responsible. Huutokaupat.com sells vehicles that are more or less used, all of which wear out during normal use. Huutokaupat.com is responsible for a vehicle part's defect according to its expected lifecycle, as recommended by Consumer Ombudsman. Below are examples of the expected lifecycles of parts:
  • Engine approx. 300,000 km
  • Transmission and drivetrain approx. 200,000 km
  • Auxiliary devices (starter, alternator, air conditioning compressor, etc.) approx. 150,000 km
  • Turbocharger 200,000 km / 10 years
  • Gearbox 200,000 km / 10 years
  • Flywheel 200,000 km / 10 years
  • Exhaust pipe 50,000 km
  • Air conditioning compressor 200,000 km / 10 years
  • Electrical systems 10 years
• The buyer has a duty of care for the purchased product. Huutokaupat.com is not responsible for defects caused by improper use of the product or neglect of maintenance/repair.

How do I file a complaint about an item I purchased?

A complaint is filed by filling out the electronic complaint form. 

Follow the steps below to request the complaint form:

1. Log in to the service with your credentials and open the contact form (My Page > Contact Us) 
2. Select "Purchasing" as the subject of your inquiry on the form
3. Add the item number of the item your complaint concerns
4. Write the main reason for your complaint in the message 
5. Submit the form

You will receive a reply by email containing a link to the complaint form. Fill it in carefully and attach any relevant files. We will contact you within about four (4) business days after the complaint has been submitted. 

Who do I address my complaint to?

When the seller of the item is Huutokaupat.com, the complaint is made to Huutokaupat.com/Mezzoforte Oy. We at Huutokaupat.com handle the complaint process together with the buyer and the customer who listed the item for sale. We do not recommend the buyer and the lister to start the complaint process between themselves, as Huutokaupat.com is the seller of the transaction and thus the only party who can handle the correction of defects. 

When the item is between users, meaning the seller is someone other than Huutokaupat.com/Mezzoforte Oy, the buyer must file the complaint with the official seller of the transaction. We recommend that the parties involved settle the complaint in the spirit of good business practice. If the situation between users remains disputed, we ask customers to notify Huutokaupat.com customer service. This way, we can prepare to investigate the matter.

Filling out the complaint form

Fill out the complaint form accurately. If it is a vehicle, attach a possible fault diagnosis performed by a repair shop at the very beginning of the process. With a well-completed complaint form, we receive the necessary information about the incident and can investigate the matter in the best possible way. 

We also always recommend making sure that the detected issue is not due to user error before starting the complaint process. 

You can add images, videos, or other relevant documents directly to the complaint form. If you wish to supplement the information you provided after submitting the form, reply to the automatic notice you receive after submitting the complaint form.

Processing the complaint

After filling out and submitting the form, please wait patiently. Our complaint team will keep both the buyer and the lister updated on the progress of the complaint. 

The processing time for complaints varies, but we normally respond to your complaint within 4-7 business days. Complaints are processed in the order they are received, so there is no need to send reminder messages during the complaint process. Complaints are handled only on business days and only in writing (by email).