Refund policy
Right of Cancellation of the Order
You have the right under the Consumer Protection Act to cancel your order before it is shipped. You can cancel your order by logging in to your customer profile. Cancellation must be made before the product is shipped.
If the product has been shipped, the normal product return and cancellation terms apply. (see next section)
Right of Return and Cancellation of the Product
You have the right under Finnish consumer protection law to cancel or return your order by notifying us of this no later than 14 days after receiving the order. The right of return applies only to unused and unopened products in their original packaging.
The return notification must be made in our online store, or by email shop@sukkamestarit.fi.
How is a return made? (from outside Finland)
Pack the products in their original packaging if possible. Register the return through the customer pages at sukkamestarit.com or notify us of the return at shop@sukkamestarit.com.
Return the products using the delivery method of your choice. The consumer is responsible for the costs incurred by the return; no other costs are charged for returns.
CUSTOMER RETURNS
Sukkamestarit Oy
Kuukuja 2-4
33420 Tampere, FINLAND
Keep the receipt you receive for the return until we have processed your return.
How is a return made? (Finland)
The return is registered on your own pages, which you can access by clicking the person icon at the top of the website. Request a login code and register the items to be returned. See the step-by-step instructions.
The products must be packed well for return shipping, as you are responsible for the return. Fill out the return form that came with the order carefully and place it inside the parcel.
Return shipments are made via Posti or Matkahuolto, only at a service point. So do not put your return in a mailbox, even if it is letter-sized. Keep the return receipt you receive from the customer service agent, which includes the tracking number for your return, until the returned products have been credited to you using the payment method selected with the order.
The following information must be marked on the return parcel for the return.
When returning via Matkahuolto;
Customer Return
9531921
Sukkamestarit Oy
Kuukuja 2-4
33420 Tampere
When returning via Posti;
Customer Return
603112
Sukkamestarit Oy
Kuukuja 2-4
33420 Tampere
The return fee is 5€. The return fee will be deducted from the total amount of the returned products when the products have arrived at our warehouse. Once your return has arrived at our warehouse and we have processed it, our payment intermediary Adyen will be informed of the products you returned and will send you a new updated invoice, or initiate a refund for the returned products depending on the payment method you selected at the time of purchase.
Product exchanges
We do not exchange products. If you wish, you can return the product you ordered in accordance with our return instructions and place a new order for the product you want.
Missing product
If an item in your order is out of stock, we will remove the order line and credit the purchase price directly to the payment method you used.
Uncollected order
Orders returned to us uncollected from pickup points will be refunded to the customer as soon as the package is returned to us. For uncollected orders, we charge a handling fee of 15€, which will be paid by the customer. The handling fee will be deducted from the amount to be refunded for the order.
We store orders placed with the Pickup from factory delivery method for 14 days from the sending of the delivery confirmation. After 14 days, the order will be canceled and the customer will be refunded using the payment method selected with the order, deducting a handling fee of 5€ from the final amount.
Inspection of the shipment, errors and problem situations
Please check the delivery immediately after receiving it. If the product has gone missing or been damaged during transport, or if it otherwise does not match your order or is incorrect, please contact our online store customer service directly. Our customer service agents will help you with questions related to your order.
✉ shop@sukkamestarit.fi
📱 044 7738 809
Customer service is available to answer emails and calls on weekdays from 8 a.m. to 4 p.m.
Limitation of liability
Sukkamestarit Oy is not liable for anything related to the order, delivery, or product, or for any consequential or direct or other damage caused by any of the aforementioned, except to the extent that a mandatory provision in the Consumer Protection Act or other mandatory law has otherwise prescribed with respect to such damage.
Disputes
We aim to resolve any possible disputes regarding your order primarily by agreement, so please contact our customer service first.
If a dispute concerning a sales contract cannot be resolved through negotiations between the parties, the consumer may refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi) for resolution. Before taking the matter to the Consumer Disputes Board, the consumer must contact the consumer advisory service of the magistrates' offices (www.kuluttajaneuvonta.fi).