Exchange and return

It is important to us that you are satisfied with your purchase. However, if the product does not meet your expectations, you have a 30-day right to exchange or return. This period is calculated from the moment the package is collected from a Posti or Matkahuolto service point.

You have the right to exchange or return some or all of the products in your order. Exchanges and returns within Finland are free of charge. When returning products, we only refund the price of the products; the original shipping cost and/or invoicing fee will not be refunded. If the final order value after a return falls below the free shipping threshold, a shipping fee (€5.90) will be charged at the time of the refund.

Mailavelho grants the customer the right to examine and try out the product, in accordance with chapter 6 of the Consumer Protection Act, in the same way they would if they bought the item in a store. The customer may also open the packaging to examine the item without losing their right of cancellation. However, the customer cannot use the item. The product packaging must be opened carefully and neatly, and all its parts must be kept. The right of return only applies to unused and resalable products.

Mailavelho's free customer return service is only valid in Finland. The customer must pay all costs for exchanges and returns sent from abroad. The customer must contact Mailavelho's customer service before making returns from abroad.

According to the Consumer Protection Act, returns must be notified in advance.
In case of a return, please contact our sales department first by phone at +358 40 685 8060 or by email at: asiakaspalvelu@mailavelho.fi. Returns will not be redeemed COD, and costs incurred from returns will not be reimbursed unless the return has been agreed upon with the seller beforehand. Free customer return for the customer applies only to returns sent with a customer return ID.

Return period and conditions

How to make a return or exchange

• Notification: The return must be accompanied by the original packing list/return form included with the order, or a free-form note with the customer's contact information and information about the return or exchange to be made.
  
• Packaging: Pack the product carefully in its original packaging (or equivalent) to prevent damage during transport. Packaging is the sender's responsibility. Mailavelho always recommends using the product's original packaging, which the manufacturer designed for safe transport of the product. Mailavelho is not responsible for damage to returns that are carelessly packed or packed contrary to the terms and conditions. Costs incurred due to an error on the customer's part will be charged to the customer.
  
• Shipping: Customer returns must always be sent via Posti or Matkahuolto customer return service. Customer return IDs can be found on the packing list/return form included with the order, or obtained by requesting them from our customer service.
  

• In case of a return, please contact our customer service first by phone or email. Customer returns must be made using a customer return ID at Posti or Matkahuolto parcel points (not automated parcel lockers). The customer is obliged to keep the necessary copies of the return documents. The parcel tracking number obtained from Posti or Matkahuolto's customer return service is the only way to prove shipment. Keep the receipt you received for the return until the return has been processed.

  Mailavelho reserves the right to charge the customer for actual handling and postage costs incurred if the customer return has been made without justification or contrary to the terms and conditions.

Costs

• Exchanges: Exchanging a product for a different size or color is free of charge (one exchange per order).
• Returns: We offer free returns. The right of return expires 30 days after you have received the order.

We will process an approved refund using the same payment method you used when placing the order. The refund will be paid without delay, however, no later than within 30 days of receiving your return notification. However, we may withhold payment until we have received the product back or you have provided proof of sending it. We do not accept returns more than 30 days after delivery.

Unclaimed package

Please note that failing to pick up a package is not the same as returning a product. Failing to pick up a package is not a customer return. If a package is returned as unclaimed and the tracking code confirms non-collection, we will charge a return fee for the order in accordance with our shipping cost price list.

Problems during transport and with defective products

If a product is lost during transport, damaged, or the customer has been delivered the wrong product, the customer must immediately report the error to asiakaspalvelu@mailavelho.fi, by phone at +358 40 685 8060, or by mail: Mailavelho, Juurakkotie 4 B 2, 37150 Nokia.

Notification of an incorrect delivery or a defective product must be made within 30 days of receiving the product. If the package has been damaged by the shipping company, a complaint must be made immediately to the sender.

• We reserve the right to change our delivery terms.
• Before placing an order, the customer must familiarize themselves with the delivery terms currently in force.
• Mailavelho treats all customer information as strictly confidential.
• Mailavelho commits not to disclose customer information to third parties.