To help you sell online, we’ve prepared some template legal documents for you. Simply open, make a copy, edit and publish these terms to your online store.
The following documents can be found for Finnish (Finnish and English) and German (German and English) markets on the bottom of this page.
- T&Cs template – Goods
- T&Cs template – Services
- Withdrawal Policy - Goods
- Withdrawal Policy - Services
- Privacy Policy template
How to upload legal documents to your online store
- Open the appropriate legal document (links beneath)
- Go to File > Make a copy
- Edit the highlighted sections to include your business information
- Log in at Holvi.com and go to Online store > Store settings
- Scroll down to the Legal section
- Copy and paste your edited legal document into the Terms & Conditions or Privacy Policy text field
- Format your legal documents in Holvi for a professional look and feel
Your Terms & Conditions and Privacy Policy will appear on your online store, both in the right-hand menu and in the store footer.
Why include Terms & Conditions?
Terms & conditions provide clarity for your customers about what happens during and after online sales. They set out your key commercial terms and help the contractual parties understand their duties, rights, roles and responsibilities.
To make this easier for you, we’ve prepared template T&Cs for two key types of selling:
- Selling of goods
- Selling of services
You can also use your T&Cs to state your store return policy, information on exchanging products or services, shipping and customs disclaimers, and any other fine print.
Why include a Privacy Policy?
Every website operator who collects, transfers, uses or processes personal data has a legal obligation to inform their customer about how they protect this personal data. This is usually done via a privacy policy, accessible somewhere on your website.
As your Holvi online store counts as a website, a privacy policy is a legally required document. We’ve prepared a template policy you can use to disclose your methods of protecting customer info.
It's also a handy way to show customers that you can be trusted, and that you have procedures in place to handle their personal information with care.
Writing your Cancellation / Withdrawal Policy
You can write your own cancellation and withdrawal policy for your online store. Once saved, it appears:
- In the footer of your online store, alongside your privacy policy and terms & conditions
- In the order confirmation email sent to your customers
Because this policy has legal requirements attached to it (especially under EU consumer law, which applies in both Germany and Finland), this article walks you through what must be included and gives your template text you can adapt.
Not legal advice. This article is a practical guide to help you draft a compliant withdrawal policy. It is provided for general informational purposes only, and Holvi accepts no liability for the accuracy, completeness, or continued validity of the information contained in this guide. If you sell across multiple countries, or have unusual products/services, we recommend having a lawyer review your final text.
1. The basics: what a cancellation policy must cover
Every policy — regardless of whether you sell goods or services — needs to address these points:
| Element | What to include |
|
Right of withdrawal
Withdrawal period |
A statement that customers (consumers) have the right to withdraw from the contract without giving any reason.
14 days. For physical goods, it starts from delivery. For digital content/services, it starts from when the contract is concluded (i.e., order confirmed). |
| How to cancel | Clear instructions — how the customer can notify the merchant of their decision (e.g. email, online form), contact details, , model withdrawal form, or written notice. EU law requires you to provide a model withdrawal form as an annex/attachment. |
| Return costs | State explicitly whether the customer or you pay for return shipping. |
| Refund timeline | You must refund within 14 days of receiving the customer's cancellation notice. |
| Refund method | Refunds go back via the original payment method, unless the customer agrees to a different one. |
|
Return of goods
Condition of goods |
The deadline for returning the goods (normally within 14 days after withdrawal).
State whether you'll deduct value if goods come back used/damaged beyond what's needed to inspect them. |
2. Template: Withdrawal policy for goods (DE & FI)
Copy the block below and adapt the bracketed placeholders.
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire 14 days from the day on which you, or a third party
indicated by you (other than the carrier), acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us — [Your Company Name],
[Address], [Email] — of your decision to withdraw from this contract by an
unequivocal statement (e.g. a letter sent by post or email). You may use the
attached model withdrawal form, though it is not obligatory.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from
you, including delivery costs (except supplementary costs from choosing a delivery
type other than our standard offer), without undue delay and in any event no later
than 14 days from the day we receive your withdrawal notice.
We will use the same means of payment you used for the original transaction,
unless you have expressly agreed otherwise; in any event you will not incur any
fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back, or you have
supplied evidence of having sent back the goods, whichever is the earliest.
Returning goods
[Choose one:]
- You must send back the goods without undue delay, and in any event no later
than 14 days from the day you communicate your withdrawal. You will have to
bear the direct cost of returning the goods.
[or]
- We will arrange collection of the goods at our cost.
You are only liable for any diminished value of the goods resulting from handling
other than what is necessary to establish the nature, characteristics, and
functioning of the goods.
If you withdraw from this contract, we will reimburse all payments received from
you, including delivery costs (except supplementary costs from choosing a delivery
type other than our standard offer), without undue delay and in any event no later
than 14 days from the day we receive your withdrawal notice.
We will use the same means of payment you used for the original transaction,
unless you have expressly agreed otherwise; in any event you will not incur any
fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back, or you have
supplied evidence of having sent back the goods, whichever is the earliest.
Don't forget: attach a model withdrawal form — a short form the customer can fill in and send back, stating "I hereby give notice that I withdraw from my contract..." with fields for order number, date, name, address, signature/date.
3. Template: Withdrawal policy for services and digital content (DE & FI)
Right of Withdrawal (Services / Digital Content)
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day the contract is concluded.
To exercise the right of withdrawal, you must inform us — [Your Company Name],
[Address], [Email] — of your decision by an unequivocal statement.
Early performance during the withdrawal period
If you want the service to begin before the 14-day withdrawal period has ended,
you must make an express request to that effect.
- If we have fully performed the service before you exercise your right of
withdrawal, you lose your right to withdraw.
- If the service has been partially performed when you withdraw, you will pay
us an amount which is in proportion to what has been provided up until you
informed us of your withdrawal, compared with the full coverage of the contract.
Digital content supplied not on a tangible medium
If you have expressly consented to the immediate performance of the contract and
acknowledged that you lose your right of withdrawal once download or streaming
has begun, you will not be able to withdraw from the contract once performance
has started.
Effects of withdrawal
We will reimburse all payments received from you without undue delay, and in any
event no later than 14 days from the day we are informed of your decision to
withdraw, using the same means of payment as the original transaction unless
otherwise agreed.
4. Exceptions — when the right of withdrawal does NOT apply
Add a section listing which of your products/services are exempt. Only include the ones relevant to you:
The right of withdrawal does not apply to contracts for:
- Goods made to the customer's specifications or clearly personalised
- Digital content not supplied on a tangible medium, once performance has begun
with the customer's prior express consent and acknowledgment of loss of the
right of withdrawal
- Goods that are liable to deteriorate or expire rapidly
- Sealed goods which are not suitable for return due to health protection or
hygiene reasons and were unsealed after delivery
- Services related to leisure activities where the contract provides for a
specific date or period of performance (e.g. event tickets)
Remove any bullet that doesn't apply to your store — an exception you list but don't actually use can confuse customers and create disputes.
5. Quick checklist before you publish
- 14-day period stated, with the correct start point (delivery vs. contract conclusion)
- Contact method for cancellation is correct and monitored
- Model withdrawal form attached/linked
- Return shipping cost responsibility stated explicitly
- Refund timeline (14 days) and refund method stated
- Diminished-value deduction rule included (goods only)
- Only the exceptions that actually apply to your product range are listed
- Company name, address, and email placeholders are all filled in
Once you're happy with the text, paste it into the policy editor in your store settings. It will automatically be added to your footer and order confirmation emails.