Refund policy
Right to return and cancel the product
As a consumer, you have the right under the Finnish Consumer Protection Act to cancel or return your order by notifying us no later than 14 days after receipt of 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 e-mailshop@sukkamestarit.en.
How do I make a return?
You register your return on our website, which you can access by clicking on the image of the person at the top of the webpage. Order a login code and register the products to be returned. See step-by-step instructions.
Items should be well packed for return, as you are responsible for the return. Carefully fill in the return form that came with your order, and slip it inside the package.
The customer is responsible for the return shipping costs using the delivery method of their choice. Keep the return receipt you receive from the customer service agent, with the tracking number of your return, until the products you have returned have been credited to you using the payment method you chose when you placed your order.
The return package should be marked with the information below for your return:
Customer Returns
Sukkamestarit Oy
Kuukuja 2-4
33420 Tampere, Finland
Once your return has arrived at our warehouse and we have processed it, our payment processor Adyen will be informed about your returned products and will send you a new updated invoice, or initiate a refund for the returned products, depending on the payment method you chose at the time of purchase.
Product exchange
We do not perform product exchanges. If you wish, you can return the product you ordered in accordance with our returns policy, and place a new order for the product of your choice.
Uncollected order
Orders that are returned to us uncollected from our collection points will be refunded to the customer as soon as the parcel is returned to us. For uncollected orders, we will charge a handling fee of 20€ (in Finland 15€), which will be paid by the customer. The handling fee will be deducted from the value of the order to be credited.
We keep orders placed with the Pick-up from the factory method for 14 days from the date of sending the delivery confirmation. After 14 days, the order will be cancelled and the customer will be credited with the payment method chosen at the time of ordering, minus a €5 handling fee.
Shipment verification, error and problem situations
Please check the delivery as soon as you receive it. If the product is lost or damaged in transit, or otherwise does not correspond to your order or is faulty, please contact our online shop's customer service directly. Our customer service representatives will help you with any questions regarding your order.
✉ shop@sukkamestarit.en
📱 044 7738 809
Customer service is available to answer emails and phone calls from 8-16 on weekdays.
Disclaimer
Sukkamestarit Ltd shall not be liable for any indirect or direct damage or any other damage related to the order, delivery or product, or any of the above, except to the extent that a mandatory provision of the Consumer Protection Act or other mandatory law provides otherwise in respect of such damage.
Disputes
We will endeavour to resolve any disputes regarding your order by agreement in the first instance, so please contact our customer service department in the first instance.
If a dispute over a sales contract cannot be resolved by negotiation between the parties, the consumer may refer the matter to the Consumer Disputes Board (www.kuluttajariita.fi). Before taking the matter to the Consumer Disputes Board, the consumer should contact the Consumer Helpdesk of the Registrar's Office (www.kuluttajaneuvonta.fi).