Refund policy

RETURNS, CANCELLATIONS AND COMPLAINTS POLICY

Right of Cancellation

Consumer customers have the right to cancel a distance sales contract within 14 days of receiving the goods. The day of receipt is not included in this period. Orders may also be cancelled before dispatch.

To exercise the right of cancellation, you must notify us of your decision before the cancellation period expires. Notification can be made by email at info@purela.fi, by phone, or through the cancellation function available in our online store. No specific form of notification is required.

Following a cancellation notice, the product must be returned within 14 days.

Condition of Returned Products

Returned products must be in a condition that allows their nature, characteristics and functioning to be assessed. The customer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Return Instructions

Please notify us of your return by emailing info@purela.fi. We will then provide the necessary return instructions. Pack products carefully to avoid damage in transit – we recommend using the original packaging where possible.

Return Costs

The customer is responsible for return costs unless otherwise stated in the campaign or order terms. Return costs will be deducted from the amount refunded.

If the return is due to a product defect, incorrect delivery or another reason attributable to Purela, we will cover the return costs.

Exceptions to the Right of Cancellation

In accordance with consumer protection legislation, the right of cancellation does not apply in the following cases:

Sealed hygiene or health products where the seal has been broken after delivery. The right of cancellation for cosmetic or hygiene products can only be excluded where the product was delivered sealed and the seal has been broken after delivery.

Goods that deteriorate or expire rapidly.

Other products and services specifically defined in the applicable consumer protection legislation.

Sale items carry the same statutory right of cancellation as all other products, unless a specific legislative exception applies.

Uncollected Parcels

A parcel left uncollected does not constitute cancellation of the order. A separate cancellation notice must be submitted in accordance with consumer protection legislation.

If a parcel is returned to us uncollected without a cancellation notice, we reserve the right to deduct delivery and handling costs of up to 20 euros from the amount refunded.

Exchanges

Please contact our customer service at info@purela.fi. The quickest way to receive a new product is to return the original and place a new order.

Liability for Defects and Complaints

Purela is liable for product defects in accordance with consumer protection legislation. Customers have the right to invoke a defect within a reasonable time of discovering it.

If you notice a defect or damage, please contact us at info@purela.fi with a description of the issue and photographs where applicable. We will process your complaint without undue delay and in accordance with consumer protection legislation.

Refunds

We will process your refund without undue delay upon receiving the returned product or upon confirmation that the product has been sent back.

We will refund all payments received, including original delivery costs to the extent required by law, within 14 days of receiving the cancellation notice.

Refunds will be made using the same payment method as the original transaction unless otherwise agreed. We reserve the right to withhold the refund until we have received the returned product or satisfactory proof of its return.

Business Customers

These terms apply to consumer customers only. Business customers are subject to any agreement between the parties and Finnish commercial law. Business customers do not have the statutory 14-day right of cancellation under consumer protection legislation.