When contacting us, please state clearly the original order number, your name, the original delivery address, the pick-up address and the item(s) with your concern.
Generally, as returning perishable goods such as food is not ecological or nature friendly, those cannot be returned. However, we usually compensate for the issues with a discount code to our webshop.
Right of withdrawal
In order to use your right of withdrawal, you must notify us, according to our terms and conditions, about your decision to cancel the purchase by email to firstname.lastname@example.org. Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
You must return the goods without delay and no later than 14 days after informing us about your decision to withdraw from the contract. The deadline is met if you send back the goods before the period of 14 days has expired. If you withdraw from this contract, we shall reimburse you all payments received from you, excluding the costs of deliveries.
Defects or wrong product(s) received
We carefully inspect all items before shipping them. If your order is not exactly what you expected, send us an email with pictures and an explanation of your concerns.
In the case you have received a wrong, damaged or faulty item, please email us within 14 days of delivery and attach clear pictures of the item and its package. We will process your claim, and you will be contacted about the exchange or return as soon as possible. Do not send the product back to us, before consulting us first. If the item you have ordered is not available anymore, we will refund your purchase. Only regular priced items may be refunded.
To be eligible for a return and refund, your item must be unused and in the same condition that you received it. It must also be unopened in its original packaging. The product must be returned immediately after informing us. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back without our approval.
There are certain situations where only partial refunds are granted
- Products with obvious signs of use
- Products that have been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you return or exchange an item, you are responsible for the risk of possible damage. You should consider using a trackable shipping service or purchasing shipping insurance. A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.
For unclaimed parcels, which are returned to us (outside Finland), we will charge the return delivery costs. This amount will be deducted from the sum you have paid us and which we will return to you.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
To return your product, you should always contact us first and only after our notification send your product to: Vihdas Oy - Natural Nordic, Mannilantie 115, 11710 Riihimäki, Finland.