Widerrufsrecht

We want you to be happy with your purchase. This page provides a summary of our policies regarding order cancellations, returns and refunds.

Cancelling an Order

Cancelling an order before dispatch

You may cancel your order free of charge at any time before it has been dispatched.

You can submit a cancellation request by contacting our customer service at info@suomikauppa.fi or by using the cancellation feature available in our online store. To use the cancellation feature, you must verify your identity using the same email address that was used when placing the order. We will confirm receipt of your cancellation request without undue delay.

If your order contains fresh bakery products, those items may be cancelled until Thursday at 12:00 noon (EET).

Right to cancel after dispatch

If you are a consumer, you have the right under Finnish consumer protection legislation to cancel your purchase within 14 days of receiving the goods, unless the product is exempt from the statutory right of withdrawal.

To exercise your right of withdrawal, you must notify us of your decision before returning the product. You can do this by contacting our customer service or by using the return feature available in our online store. To use the return feature, you must verify your identity using the same email address that was used when placing the order.

Products Exempt from the Right of Withdrawal

Fresh products

The right of withdrawal does not apply to products that are liable to deteriorate or expire rapidly, such as the fresh bakery products sold in our online store.

Orders containing fresh bakery products may be cancelled until the order deadline for the relevant shipping week. If fresh bakery products are scheduled to be dispatched on the following Monday, cancellation must be made by Thursday at 12:00 noon (EET) of the preceding week. After this deadline, fresh bakery products can no longer be removed from the order and cannot be returned after dispatch.

Gift cards

Gift cards cannot be returned or exchanged for cash once they have been delivered to the purchaser or to the recipient designated by the purchaser.

Returning Products

Returned products must be in the same condition as when received, unused, fit for resale and returned in their original packaging.

We do not offer direct exchanges. If you wish to exchange a product, please return the original item in accordance with this policy and place a new order for the product you would like instead.

Return Costs

Unless otherwise required by mandatory law, the customer is responsible for the cost of returning products under the right of withdrawal.

Faulty or Incorrect Products

Please inspect your delivery as soon as possible after receiving it.

If a product is damaged, faulty, incorrect or there is any other issue with your order, please contact our customer service without undue delay by completing the complaint form available in our online store or by emailing info@suomikauppa.fi. To help us process your claim, we ask that you provide photographs of the product, its packaging and any visible shipping damage.

If your complaint is accepted, we will repair the defect, send a replacement product, issue a refund or otherwise resolve the matter in accordance with the applicable consumer protection legislation.

For fresh bakery products, we recommend selecting DHL Express or FedEx Priority shipping. If another shipping method is chosen, we cannot guarantee the freshness of the products upon arrival and are not responsible for any reduction in quality or other indirect loss resulting from longer transit times.

We are not responsible for any deterioration in the quality of temperature-sensitive products, such as melted chocolate, or for any other reduction in product quality caused by weather conditions or by products not being collected, received or stored appropriately after delivery.

Refunds

Once an approved return has been processed, we will issue your refund using the same payment method that was used for the original purchase, unless otherwise agreed.

Refunds will be processed no later than 14 days after we receive your notice of withdrawal. However, we may withhold the refund until we have received the returned product or you have provided reliable proof that it has been returned, whichever occurs first.