Refund policy

Right of cancellation

Virtatarvike offers you a 14-day right of cancellation. The cancellation period expires 14 days after the day on which you, or a third party appointed by you other than the carrier, takes possession of the order. To exercise your right of cancellation, you must notify us of your decision to cancel the purchase by an unambiguous statement sent by email (Virtatarvike Oy, Vetokuja 1 C, 01610 Vantaa, Finland; phone: +358 50 555 4195; email: info@virtatarvike.fi). Virtatarvike does not cover the delivery costs of a cancelled order; the customer is responsible for the cost of returning the order.

Refunds of advance payments made by bank transfer or account payment are paid to the account that the customer used for payment. Please note that you may need to provide us with your bank account details separately for the refund. If you paid by credit card or PayPal, the refund is paid to your credit card or PayPal account.

The returned product must be unused for us to issue a full refund. The product must not have been materially altered.

Right of return

To receive a full refund, the returned product must be unused and must not have been altered or modified. If the product is returned in its original packaging, the packaging must be intact. Do not attach tape or address labels directly to the product or its retail packaging. When returning an entire order, the customer must also return all ordered products and any accessories. Any complimentary products included with the purchase must also be returned.

If the customer returns a used product, the customer is responsible for any reduction in value caused by use. The right of cancellation does not apply to products that have been modified at the customer's request.

Before returning a product, notify us at info@virtatarvike.fi.

Send the returned product to the address provided by our customer service team and include the order details. Always retain the receipt for the return shipment and the payment receipt.

Right of exchange

Virtatarvike offers a 14-day right of exchange. If a product is defective and you wish to exchange it, see “Complaints and reporting transport damage”.

The product to be exchanged must not have been materially altered. If it is in its original packaging, the packaging must also be intact. Do not attach address labels or tape directly to the retail packaging.

If you wish to exchange a product that has already been used, you are responsible for any reduction in value caused by use. The right of exchange does not apply to products that have been modified at the customer's request.

Always notify us of an exchange in advance at info@virtatarvike.fi.

You must place a new order for the replacement product. We will include a shipping label for returning the product to be exchanged with the new order. Return the product to the address provided by our customer service team. Always retain the receipt for the return shipment and the payment receipt.

Complaints and reporting transport damage

Send all complaints concerning a delivery or order to info@virtatarvike.fi within seven (7) days of receiving the order. Complaints received more than seven (7) days after receipt of the product will not be processed.

Recipient's obligations and products damaged in transit: under the Finnish Road Transport Contracts Act (TKSL), the recipient must inspect the shipment upon receipt and immediately report any externally visible damage, such as holes, opened tape or crushed corners. In such cases, a reservation must be entered immediately on the consignment note or parcel label. Describe the damage, ask the carrier's representative to acknowledge the entry, and contact our customer service team immediately by email. Attach photographs of the damaged products to your message.