The online store offers a 32-day return policy for products purchased online and in-store and a 14-day return policy for products purchased from the Outlet.
Some products have a limited right of return due to their intended use, meaning the product cannot be returned after the packaging has been opened.
Right of return
Products purchased online and in-store have a 32-day right of return. Outlet products have a 14-day return policy. You have the right to examine the product for 32 days (or 14 days for Outlet products).
The customer is responsible for the condition of the product and any accessories provided with it. Possible wear or missing packaging may result in depreciation.
Return policy for Outlet products
Outlet products have a 14-day return policy. You can examine these products at home just like newly purchased products.
Limited right of return
Some products cannot be returned once the packaging has been opened. Such products include, for example, games, software, toys, kitchen utensils, earbuds, smart rings and other similar products that are hygiene or intimate products, food items, and customised products. If you have opened and tried the product, always check whether there are any restrictions on returning it.
ℹ️ General principles of the right of return ℹ️
Normal 32-day right of return: You may inspect the product in the same way as in a store. However, the return of a clearly used product may be refused if the product is not in resalable condition.
No right of return if the product shows signs of use: You may inspect the product in the same way as in a store. If the product has any dirt, dust, scratches, or other signs of use, there is no longer any right of return.
No right of return if the product package has been opened: All products must be in like-new condition in order to be returned. If the product’s right of return is restricted upon opening the package, the product can no longer be returned once the package has been opened. For hygiene reasons, some products have no right of return after the package has been opened.
No right of return at all: When you order a customized product, a digitally delivered product, or another product for which the order is binding, the order has no right of return after its delivery has been started.
⚠️ Products with restricted right of return or no right of return ⚠️
Open the product package only after you have checked whether the product is on this list.
No right of return if the product shows signs of use:
- Hair care devices
- Vacuum cleaners such as robot vacuum cleaners, stick vacuums, or wet-dry vacuums
No right of return if the product package has been opened:
- Breathalyzers
- Cutlery and tableware
- Hands-free devices
- Body hair trimmers such as hair clippers, shavers, or nose/ear hair trimmers
- Devices intended for hair removal such as IPL devices or epilators
- Breastfeeding products such as breast pumps and their accessories
- Inhalers and nasal masks
- Drinking bottles and thermos bottles such as Stanley thermos mugs
- Seasonal products such as Christmas trees and Christmas decorations
- Thermometers
- Bath products such as bathtubs, bath toys, and supports
- Pelvic floor muscle trainers
- Board games
- Toys such as Lego, outdoor toys, or playsets
- In-ear headphones
- Nasal aspirators
- Batteries
- Wind instruments
- Towels
- Edge padding
- Dining products such as bibs, sippy cups, and their accessories
- Sterilization devices
- Filters such as water filters, exhaust air filters, or vacuum cleaner bags
- Oral hygiene devices
- Heart rate straps
- Electric toothbrushes and brush heads
- TENS electrotherapy devices
- Support belts
- Printer inks such as ink cartridges and toner cartridges
- Pillows including neck pillows
- Baby products such as pacifiers, muslin cloths, changing mats, teething toys, potty chairs, baby bottles, or their accessories
- Baby sleep products such as baby nests, sleeping bags, or sleep toys
- Water purifiers from which you can drink directly
- Blood pressure monitors
- Blood glucose meters
- Bedding textiles such as mattresses, bed linens, duvets, or mattress protectors
- Video games
- VR glasses
- Toilets
- Smart rings
No right of return after delivery has begun:
- Vehicles after registration
- Digital activation cards
- Food products
- Air-source heat pumps
- Gift cards
- Service products
- Prepaid subscriptions
- Customized products
- Electronic products
Can I return the product I ordered?
New products have a 32-day right of return, except those marked with a limited right of return. Limited right of return means the product cannot be returned after opening.
Outlet products have a 14-day right of return.
It is the customer's responsibility to take care of the condition of the product and any accessories supplied until you have decided to keep the product. Possible wear or missing packaging may result in depreciation.
Learn more about returns-related questions ➡️
Do I need a receipt to return a product?
Yes, you need a purchase receipt to return a product. If you have placed an order through customer account management, the receipt can be found in your account. You can download the receipt from the Orders tab, under Delivered orders, where you can open the correct order and download the receipt.
Where can I find the receipt?
- Log in to your customer account on our website ➡️
- You can find receipts under the Orders tab, in the Delivered orders section. You can download the receipt by selecting the correct order and opening it. You can also search for the correct order by order number or product name using the search field.
If you cannot find the receipt in your customer account or if it was purchased directly in-store without a customer account, fill in the receipt search form and we will find the receipt for you. You will receive a paper receipt from the cashier after processing the order if the product was purchased directly in-store.
I have returned the product, how do I get my money back?
When you return a product, the purchase price will be refunded provided that both the product itself and the packaging and accessories are in a neat condition equivalent to new. You can examine the product you purchased during the return period. Refunds are always made to the original payment method.
Below are refund instructions for different payment methods:
When you cancel an order paid via online banking before delivery, the refund is made to your customer account immediately when the order is fully cancelled or products are removed from the order. You can return the money to your bank account via account management or use the amount to pay for another order by selecting online banking as the payment method.
Refund of money:
- Log in to account management and open Customer details, then the Payment details tab ➡️
- Fill in your IBAN-formatted 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 business days after you have made the refund request in your customer account.
- The amount will not be refunded without a refund request.
When you cancel an order paid by payment card before delivery, the pre-authorisation on the card will be automatically removed within 1-3 weeks depending on the bank and card type. The release of the pre-authorisation does not appear separately in the account transactions; the amount is simply made available for use again.
Please note that if a product has been removed from the order and other products remain 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 that stage, the excess pre-authorisation amount, i.e., the portion for the removed product, will be removed from the card.
If you cancel an order paid with MobilePay before delivery, the pre-authorisation made on your payment card will be automatically removed 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 information. Instead, the reserved amount is returned to your card and is again available for use. The MobilePay transaction log may still show the reservation even after it has been removed from your bank's system.
If a single product is removed from the order and other products remain in the order, the final total amount of the order will only be charged when the order is delivered. In this case, any excess pre-authorisation – i.e., the portion for the removed product – will be automatically removed from your card.
When an order is cancelled, the gift card balance is refunded to the gift card.
The invoice is automatically cancelled when the order is cancelled. If some products are removed and other products remain 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 (only in-store), to the customer account, gift card or bank account when you cancel the order before delivery.
Can I open the packaging and still return the product?
Yes, within the framework of the right of return, it is possible to try products, meaning you can examine the product calmly. You can open the packaging and still return the product afterwards. Take care of the product and any accessories, instructions and product packaging until you have decided to keep the product. The buyer is legally responsible for any depreciation if the product has been used or, for example, the product packaging has been discarded.
However, remember to check whether the product is marked with a limited right of return. Limited right of return means the product cannot be returned after opening.
I have lost the product packaging, can I return the product?
Some products can be returned even if the product packaging is not included, but please note that the full price will not be refunded in that case.
If the original packaging is no longer available, it is important to pack the product so that it is not damaged during transport, for example if it can move during shipment when the original product packaging does not protect it. You can pack the product using materials found at home, for example any box found at home can be used as a cardboard box and cushioning can be crumpled newspaper, bubble wrap, plastic bag etc.
Please note that large products, such as televisions, cannot be accepted by the shipping company without appropriate packaging. The most important thing in the packaging is to protect the TV display panel.
Can I refuse to pick up the shipment or refuse to accept it if I change my mind?
You can refuse to pick up the shipment or refuse to accept the delivery. By doing so, the shipping company will return the product to the sender and we will refund the price of the ordered products, but not the shipping costs.
Do you refund shipping costs if I return the shipment?
We do not refund shipping costs if the product has been shipped from us, i.e., the shipping company has been notified of the delivery. If the product returns to us as uncollected or otherwise as a return, we only refund the price of the product and not the shipping costs.
Can I return the product if it is broken?
The product cannot be returned if it is broken for example due to an accident or negligence or otherwise due to use, and the breakage is not due to a material or manufacturing defect. A broken product cannot be resold, so it cannot be returned. In such a case it is advisable to contact your insurance company.
Examples:
- If a scratch has appeared on the product after purchase, our returns handler will consider on a case-by-case basis whether a partial refund can be made and whether the product can be returned at all.tta.
- If moisture damage is detected in a phone or computer, it cannot be returned.
- If the device's cord is broken due to negligence, the product cannot be returned.
Can I return the product if it was broken on arrival?
If the product is broken upon arrival or the defect is covered by the warranty, the product can be returned. An exception is products that generally have a limited right of return. These products cannot be returned after opening but can be sent to our service department where the broken product is exchanged for a new one or repaired according to the warranty policy.
Often the decision on the return is made immediately, but in some cases the device must be inspected by an expert service before the return is approved. In such cases, the return process may take 2-3 weeks.
If the damage is clearly due to transport, please file a damage report with us.
The product was damaged during delivery, what should I do?
It is important to us that the problem is resolved quickly and that you can use the product you purchased as soon as possible, so please report the damage as soon as it is noticed.
File a damage report here ➡️
Attach photos of the damage to the form. Fill in the damage report carefully so that we can resolve the problem as quickly as possible.