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Returns
Returning a product
Familon.fi online store customers can, within 14 days of receiving the delivery, cancel the transaction and return the product purchased from the online store. The returned product must be unused and sellable. Products that cannot be replaced for hygiene reasons, such as pillows, duvets, top mattresses, mattresses and beds, cannot be returned.
Returning an order delivered to Finland is free of charge using a return ID you can receive from the customer service. The Familon.fi online store does not cover return costs for pick-up or home delivery products or international orders.
Notify us about a return by filling out the return form. See return conditions for further information. If the matter concerns a defect in a product, fill in the return form and choose reclamation as the reason for return.
Exchanging a product
If you want to exchange a product ordered from the online store, return the product according to the return instructions, and place a new order for the desired product. Once we have received the returned product, provided it meets our return conditions, we will refund the price according to the payment method used in the original order.
Cancelling an order
If you want to cancel an order, contact the customer service at [email protected] as soon as possible. If you return all of the products bought in one order, we will also refund the associated delivery costs. Failure to pick up the product from the delivery location is considered as a cancellation of the order.
RETURN INSTRUCTIONS
1. Notify us about a return using the online return form.
2. You will receive the return instructions and return address by email.
3. Fill in your order information to the sheet that came with your order, and send the sheet back with the product.
4. Pack the product carefully. The product packaging must not be marked or taped.
5. Take the return packaging to the post office and keep the shipping receipt.
6. Once the return has been received and checked, the money will be refunded according to the payment method used, within around 14 days of receiving the return.
If the return complies with our return conditions, the money will be refunded via Paytrail, which handles payment transactions in the Familon.fi online store, to the credit or bank account used to pay for the order. Paytrail will email a request to confirm the account number for the refund, to the email address that was used to make the order.
If you selected invoice as your payment method, then only pay the products you are intending to keep. Subtract the price of the returned product from the invoice. We will not send a new invoice for the products you are keeping.
RETURN CONDITIONS
The returned product must be in its original packaging, in original condition. The product must have all product markings and labels in place. The returned product must not have changed significantly from its original condition. The return must include all parts and any accessories. If the product has been used or handled carelessly, the customer is responsible for the reduced value of the product, up to its full value.
Hygiene products are generally not covered by the right of return. However, if a customer deems that a pillow or a duvet does not meet expectations, within 14 days of receiving the product but without having used it, then return is accepted. The customer has the right to examine the product at home in the same way possible in a brick and mortar shop. The product can be examined, but it cannot be used. A hygiene product can be returned even if the product packaging has been opened, given that the product is in its original condition and that the product packaging is intact. Information about whether each product is classified as a hygiene product can be found on the product pages.
Return of orders delivered to Finland. The Familon.fi online store pays the shipping costs for customer returns, when the customer fills in the online return form and follows the return instructions. If the product has been dispatched with home delivery, return costs are paid for delivery from a post office: pickup from home is not covered. If the product cannot be returned via the post office due to its large size or weight, for example, the customer is responsible for the cost of returning the product.
Return of international orders delivered to EU countries. Products can be returned within 14 days of delivery, excluding hygiene products. The returned product must be unused and in its original condition. The customer is responsible for all costs incurred in returning the products. Notify the Familon.fi online store about a return by filling out the online return form.
Page updated 2 January 2023.