Refund policy
RETURNS AND REFUND POLICY
EmiyoSuomi wants you to shop with confidence. If there is a problem with your order, please contact us first. Our customer service team will review your situation and help you find a fair and suitable solution.
Every request is handled individually, and the solution depends on the specific circumstances.
RETURNS AND EXCHANGES (CHANGE OF MIND)
We accept returns and exchanges within 30 days of receiving your order.
The returned item must:
- be new, unused and in unworn condition, with any original labels attached
- be returned in its original packaging.
All returns require prior approval. Items sent back without prior approval may not be processed and may not be refunded.
For returns due to a change of mind, the customer pays the return shipping costs. Original shipping costs, if charged, are not refunded.
If a returned item shows signs of use, is incomplete, damaged or otherwise does not meet the return conditions, we may make a reasonable deduction from the refund corresponding to the loss in value, or refuse the return.
DAMAGED, DEFECTIVE, INCORRECT OR INCOMPLETE ITEMS
If the item you received is damaged, defective, incorrect or incomplete, please contact us within 48 hours of delivery so we can handle it as quickly as possible, and in any case within 30 days of receiving your order.
To process your claim, we need:
- your order number
- clear photos and/or a video showing the problem, including the item, labels and packaging where relevant
- a short description of the problem.
Claims that cannot be verified with the requested evidence may not be accepted.
Providing complete information and evidence helps us handle your claim efficiently. In many cases the problem can be solved without returning the item.
Once the claim has been confirmed, we can offer the most suitable solution, such as:
- A replacement or reshipment of the item, or replacement of the affected part, at no extra cost; or
- A partial refund or store credit if the customer keeps the item; or
- An approved return and refund if a replacement is not possible or has not solved the problem.
A full refund may be offered depending on the situation and the applicable statutory consumer rights. The item does not always need to be returned. We decide whether a return is needed while handling the claim.
LATE OR DELAYED DELIVERIES
Delivery times are estimates, and deliveries may occasionally be delayed due to carrier operations, customs procedures or other circumstances beyond our control.
A delayed delivery does not automatically entitle you to a refund.
If your order has not arrived within the estimated delivery time, please contact us. We will check the status of the shipment, follow up with the carrier where needed, and allow a reasonable additional period for delivery.
If the order is still not delivered within that additional period, we can offer a new shipment or, if reshipment is not possible, an appropriate refund.
If the order is delivered while the delay is being investigated, it will not be refunded on the basis of the earlier delay alone.
HOW TO RETURN AN ITEM
- Contact us at info@emiyosuomi.com.
- We will review your request and, if the return is approved, send you the return instructions and the return address.
- Send the item within 14 days of the return being approved to the address provided by our customer service.
Please do not send items back without prior approval from EmiyoSuomi.
Unauthorised returns may not be accepted or processed for a refund.
We recommend using a tracked shipping service and keeping the shipping receipt and tracking details until the return has been completed.
INSPECTION OF RETURNS
Approved returns are inspected on arrival to confirm that the returned items meet the conditions of this policy.
If a returned item does not meet the applicable return conditions, we may make a proportional deduction from the refund, refuse the refund or, where appropriate, offer to send the item back to the customer.
Refunds for returned items are processed only after the approved return has been received and inspected, unless another solution has been agreed in writing.
REFUNDS
Approved refunds are paid to the original payment method within 7 business days after the returned item has been received and inspected.
If the item does not need to be returned, the refund is processed within 7 business days after the applicable solution has been agreed.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
If there is a problem with your order, please contact our customer service before opening a payment dispute. Contacting us directly allows us to review the situation and resolve it as quickly as possible.
YOUR STATUTORY CONSUMER RIGHTS
Nothing in this policy limits or excludes the statutory rights you have under applicable consumer law, including mandatory rights relating to the conformity of goods and consumer protection.
If applicable law gives you broader or different rights than those described in this policy, those statutory rights remain unaffected.
CONTACT INFORMATION
If there is a problem with your order, please contact our customer service as soon as possible. We are committed to handling your request quickly and working with you to find a fair and suitable solution.
Company: EmiyoSuomi
Email: info@emiyosuomi.com
Phone: +358942451986
Customer service: 24/7
