Returns & Complaints

Last updated: June 30, 2026

Returns

All products are covered by a 14-day right of return and exchange in accordance with Finnish consumer protection legislation, starting from the date the customer receives the order.

Returned products must be unused, in resalable condition, and in their original packaging. The customer is responsible for the cost of returning the items.

If a product has been damaged during shipping, we may offer a full or partial refund. If you wish to return a damaged product, we will cover the return shipping costs.

If your order is incomplete or you wish to return a product, please contact us first by email at neitikuunvalo@gmail.com.

Please note that a Live Basket is considered a single product. If you wish to return any item from a Live Basket after receiving it, the entire basket must be returned.

Unclaimed Parcels

Failing to collect a parcel does not constitute a return or cancellation of the order.

If an order is returned to us because it was not collected, we will charge the actual costs incurred. These include the return shipping fee charged by the postal service (which may exceed €8.50) as well as packaging material costs.

Complaints

If you wish to submit a complaint regarding your order, please contact us by email at neitikuunvalo@gmail.com.

Please clearly describe the reason for your complaint and attach photographs of the issue to help us process your request as quickly as possible.