Processing returns sent by post takes approximately 1-2 weeks. You will receive a message when your return has been processed and the order refunded. More information about returns can be found here.
Refunds are generally made using the same payment method. For orders paid by financing, the refund will be processed through the invoicing party.
If you return a delivery that has been delivered to your address, we do not refund any delivery, transport, or installation costs, as these are service charges for services that have been performed.
The customer is also responsible for return costs for products that, due to their weight or size, require separate transport – that is, large household appliances and televisions.
We refund the purchase amount of the returned product once it has been inspected at our returns department and meets the return conditions defined in the terms and conditions .
Below are the refund instructions for different payment methods:
If you cancel an order paid via online banking before delivery, the refund is made to your customer account immediately once the order is fully cancelled or items are removed from the order. You can return the funds to your bank account through account management or use the amount to pay for another order by selecting online banking as the payment method.
Refund of funds:
- Log in to account management and open Customer Information, then the Payment Details tab ➡️
- Fill in your IBAN-format account number in the open field and finally click the Pay back button.
- The amount will be paid to the specified account within 1-3 working days after you have made the refund request in your customer account.
- The amount will not be refunded without a refund request.
If you cancel an order paid by payment card before delivery, the pre-authorisation on the card will automatically be released within 1-3 weeks depending on the bank and card type. The release of the pre-authorisation does not appear separately in your account transactions; instead, the amount becomes available for use again.
Please note that if a product is removed from the order and there are still other products in the order, the actual amount of the order will only be charged when the order is processed by us, i.e., when the order is forwarded for delivery. At this stage, the excess pre-authorisation amount, i.e., the part related to the removed product, will be released from the card.
If you cancel an order paid with MobilePay before delivery, the pre-authorisation made on your payment card will automatically be released within 21 days. Often the pre-authorisation is cancelled immediately. The exact timing of the release depends on your bank and the type of payment card linked to your MobilePay.
Please note that the release of the pre-authorisation does not appear as a separate transaction in your account statements. Instead, the reserved amount is returned to your card and is available for use again. However, the MobilePay transaction log may still show the pre-authorisation even after it has been removed from your bank’s system.
If an individual product is removed from the order and there are other products remaining, the final total of the entire order will only be charged when the order is delivered. In this case, any excess pre-authorisation – i.e., the part related to the removed product – will be automatically released from your card.
When an order is cancelled, the gift card balance is returned to the gift card.
The invoice is automatically cancelled when the order is cancelled. If some products are removed and there are still products left in the order, the invoice will be updated to the correct final amount when your order is shipped or collected from the store/warehouse.
Cash payments can be refunded in cash (in-store only), to the customer account, gift card, or bank account when you cancel the order before delivery.