Refund policy
RIGHT TO CANCEL, RIGHT OF EXCHANGE AND RETURN RIGHT
The Seller is committed to ensure that Buyers are completely satisfied with the Seller’s products. A Buyer residing in Finland has the right to cancel his/her order in accordance with the Consumer Protection Act.
The Seller’s products are mostly made to order items, which the Seller manufactures based on the choices that the Buyer has made from the options presented on the Webshop. The Seller’s products can also be customized to fit a Buyer’s special needs. With regard to such products, a Buyer does not have the right to cancel his/her order after having placed the order. The Seller may always decide not to grant a Buyer the right of exchange or the return right if the return or exchange concerns a customized product or a part thereof, including but not limited to poles of special length and felt-covered perches and levels.
With regard to products other than the above-mentioned customized made to order items, a Buyer has a right of exchange and a return right of 14 days in the event that the Buyer is not satisfied with a product. With the right of exchange, a Buyer can exchange a product for any other product, provided that the total price of the order including such other product does not exceed the total price of the original order. A Buyer must make the exchange or return to the Seller within 14 days from having received the order in accordance with the instructions below.
Instructions for exchanges and returns:
1. A Buyer must contact the Seller’s customer service by email info@kissapuu.com. In his/her email, the Buyer must specify whether the Buyer wants to exchange or return a product or products. The Buyer must state his/her full name, name of the product to be exchanged or returned, order number and the reason for exchanging or returning the product. In case of exchange, the Buyer must also inform the Seller of the name of the product or products the Buyer wants to receive in exchange. If the order was made using online banking codes or debit or credit card, the Buyer must also provide the Seller with information of the Buyer’s bank account to which a possible refund is made.
2. The Buyer must deliver all products to the Seller unused and in perfect condition with the original packaging and product labels attached. Delivery of the product to the Seller must be made primarily by using the original cardboard box in which the products were delivered to the Buyer. The products to be exchanged or returned can also be packaged into some other sturdy and appropriate box.
FINLAND: The Buyer must deliver the exchange or return to a Matkahuolto pick-up point of his/her choice. When making the exchange or return at the pick-up point, the Buyer must use the return code 9565616for the order to be automatically sent to the Seller. The Seller’s delivery address is: Kössling Oy, Hulkontie 10, 54800 Savitaipale.
OTHER COUNTRIES (EU member states and non-EU countries): The Buyer must follow the Seller’s and General Logistics Systems Finland Ltd’s (GLS) instructions regarding the exchange or return. The Seller’s delivery address is: Kössling Oy, Hulkontie 10, 54800 Savitaipale, Suomi.
3. A refund to the Buyer is usually made within 14 days from the date on which the Seller received the exchanged or returned product. The Seller makes the refund to the Buyer using the same payment method that the Buyer had chosen in the original order. In case of an exchange, the Buyer is refunded the possible difference between the total price of the order including the products received in exchange and the original order. In case of a return, the Buyer is refunded the price of the returned product or products, or if the Buyer returns the whole order, the total price of the order including original delivery fees. If the original order was made using online banking codes or debit or credit card, the return is made to the Buyer’s account.
The Buyer is responsible for paying the costs of the exchange or return of faultless and undamaged products, including taxes and duties.
If the exchanged or returned product has been damaged or used in violation of the Buyer’s statutory duty of care, or if the product has been damaged in transit due to negligent packaging by the Buyer, the Seller has the right to demand and collect compensation for the loss of value of the product from the Buyer up to the full price of the product.
FAULTY OF DAMAGED PRODUCTS AND COMPLAINTS
The Buyer must inspect the products after receiving his/her order from the Seller. If a product is faulty or has been damaged during delivery, the Buyer must make a complaint of such faulty or damaged product to the Seller by email info@kissapuu.com immediately and at the latest within 14 days from having noticed the fault of damage. In his/her complaint, the Buyer must specify the fault or damage, his/her full name, order number, contact information and bank account information. The Buyer must also attach pictures or other evidence of the fault or damage to the extent possible.
The Seller inspects all complaints as soon as possible. A faulty product or damage to a product not resulting from the use of the product in violation of the Kissapuu Instructions for Use and Assembly is compensated to the Buyer primarily by replacing the faulty or damaged product with a new product. If such replacement with a new product is not possible, the Seller will negotiate with the Buyer a price reduction or as the last resort cancel the sale.
The Seller is responsible for all delivery fees resulting from returning the faulty or damaged product to the Seller as well as from the delivery of a new product to the Buyer. The Buyer must follow the instructions given to him/her by the Seller with regard to the processing of the complaint. Faulty or damaged products are sent to the Seller’s following address: Kössling Oy, Hulkontie 10, 54800 Savitaipale, Suomi.