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Here you’ll find information about our return policy:
RETURN POLICY
You have the right to return your product within 14 days after receiving the products.
This requires that the product must be in the same condition that you received it, it must be sealed, unworn or unused, with tags, and in its original packaging.
If you wish to return a product, please inform us in advance about this by writing to asiakaspalvelu@metsu.fi and make sure to include your order confirmation both in the e-mail and when sending the package. Items sent back to us without first requesting a return will not be accepted. Unfortunately, we cannot cover return delivery cost. Please note that the customer is in charge of the shipping costs when returning products.
Not picking up your package is not the same as cancelling the order or returning it. If you do not pick up your order you will be charged with the extra costs for returning the products to us, and you will not get a refund for your order.
You can always contact us for any return question at asiakaspalvelu@metsu.fi
DAMAGES AND ISSUES
Please inspect your order upon reception. If the product is defective, damaged or if you receive the wrong product, we kindly ask you to contact us within three days via email at asiakaspalvelu@metsu.fi and inform us about your order number so that we can evaluate the issue and make it right.
Please remember to take pictures of the faulty product or damages in the product and package and add all the photos, information from your order, and personal information to the email.
EXCEPTIONS / NON-RETURNABLE PRODUCTS
Certain types of products cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as intimate hygiene products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific products.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
CANCELLATION
Order cannot be cancelled after being dispatched from our warehouse.
If your order is not yet processed, you can request a cancellation. An administration fee (15% of total value) will be deducted from the refund.
If the order cannot be delivered due to customer’s reason (missing information, overdue pickup…), the parcel will be returned to us without any refund. However, you can request a new shipment with an extra fee. Please contact us in advance so we will happy to re-send it to you as soon as possible.
REFUND PROCESS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Please remember it can take 1-2 weeks for your bank or credit card company to process and post the refund too.
CONTACT US:
If you have further questions or you are unsure if you can return the product, don’t hesitate to get in touch with us at asiakaspalvelu@metsu.fi. If you are uncertain about the return policy, please get in touch with us before the order.
