Right of Exchange and Return (Right of Withdrawal)

You have the right to cancel your order under the Finnish Consumer Protection Act within 14 days of receiving your order. The withdrawal period expires 14 days after the day you receive the product. To meet the deadline, it is sufficient that you send a notice of exercising your right of withdrawal before the period has expired. The product must then be returned without undue delay.

This right of return does not apply to products that have been manufactured or altered according to the customer’s specific wishes or customizations.

Please notify us in advance if you wish to return a product. We will refund the amount you paid via the same payment method used in the original transaction. The refund will be made once the returned product has arrived to us.

An order that has not yet been shipped can be cancelled free of charge. To cancel such an order, please call +358 40 537 0648 during business hours.

If you selected invoice or installment payment as your payment method and the product is returned late, or if this payment method causes additional costs (e.g., late payment interest), we are not responsible for these charges. In such cases, only the purchase price of the product will be refunded.

To exercise your right of withdrawal, you must explicitly notify us of your decision to cancel the order by contacting us either by phone (+358 40 537 0648) or by email (info@luoniva.fi)

Effects of Withdrawal

If you cancel this contract, we will refund all payments received from you, including delivery costs, without undue delay and no later than 14 days after receiving your notice of withdrawal. The refund will be made using the same payment method used for the original transaction, unless you have expressly agreed otherwise, and you will not incur any fees for the refund.

You must send the goods back without delay and no later than 14 days after giving notice of withdrawal. The deadline is met if you send the goods before the 14-day period has expired.

The returned product must be in its original packaging and original condition. All product labels and tags must remain attached. The product must not be substantially altered. The return must include all parts, accessories, and any additional items.

If the product has been used or handled carelessly, the customer is responsible for any decrease in value up to the full price of the product.

For jewellery, the product may come in a transparent sealed package, and the condition for return may be that the seal remains unbroken. This depends on the type of packaging and whether trying on the product affects its resale condition.

Uncollected Orders

Note: Failure to collect a parcel is not the same as returning a product.

If the customer does not collect their ordered items and the shipment is returned to us, a €20.00 handling and shipping fee will be charged. This fee covers the actual costs of return shipping and handling. The customer will be refunded the order value minus the €20.00 fee.

Problem Situations

If a product has been lost or damaged during shipping, or if it otherwise does not correspond to your order, you must report the issue within 14 days by phone or in writing to the contact details provided.

If the package is clearly damaged upon delivery, you must immediately file a complaint with the transport company corresponding to your chosen delivery method.

We aim to replace a defective product with a new one. If replacement is not possible, we will refund the amount paid, including the product price and delivery costs. The refund will be made once the defect has been verified.

These terms are governed by Finnish law. Any disputes will be settled in Oulu District Court, Finland.

We strive to resolve disagreements through negotiation. If no agreement can be reached, the consumer has the right to submit the dispute to Consumer Advisory Services and, ultimately, to the Finnish Consumer Disputes Board for resolution.