Refund policy

Last updated 8.7.2025. 

Product exchange and returns

You have 14-day exchange and return policy. 

Exchange and return rights are valid for 14 days from the day you receive the product. You also have the right to cancel the order before you receive it. You may open the packaging and inspect the product and return it if you are not satisfied with your purchase. The right of withdrawal does not apply to digital products once  you have opened the link and downloaded the product. 

When you return a product, it must be unused, with all tags intact, and returned in its original packaging. If the outer packaging is damaged, you may pack it in another suitable package, but ensure the product is well protected during return. If you have used or handled the product in a way that is not necessary to inspect it, a reduction for diminished value may be applied. The reduction is assessed on a case-by-case basis by our staff.

To exchange or return a product, notice must be given in advance Contact -via the form on the -page or by clearly notifying us of it, for example by email to the address posti@ruukinkehraamo.fi. You can also download, print and fill out withdrawal form. 

The customer pays the costs arising from exchanges or returns. Estimated cost approx. 10 €. 

Please include the following information with the package to expedite processing of your return:

• Order number
• Order date 
• Receipt date
• Name
• Address
• Phone number

Complaint

You must, when receiving the delivery, check that the packaging received with the delivery is undamaged and that the quantity shipped matches what you ordered. Any visible defects in the packaging or in the shipped quantity must be reported to the carrier's representative when accepting the delivery. 

After receiving the delivery, you must promptly check that it contains all the products you ordered and that they are free of defects. 

Products that are the subject of a complaint must be kept until the complaint has been processed, or, at Ruukin Kehräämö's request, returned to Ruukin Kehräämö.

As a customer of our online store, you have no right to make a claim regarding a product defect that was caused by your failure to follow the product-specific instructions for use. 

Under the Consumer Protection Act, you have the right to complain about a defective product. You must make the complaint within a reasonable time after discovering the defect; a two-month time limit is always considered a reasonable time.

 We do, however, hope that you will not wait to contact us but will do so as soon as possible to receive prompt assistance. You can submit a complaint Contact -via the form found on the -page or by clearly notifying about the complaint, for example by email to the address posti@ruukinkehraamo.fi. You can also download, print and fill out cancellation form. 

To be entitled to file a complaint, the defect must be original and not caused by you using the product incorrectly. You must not make any alterations to the product yourself (e.g. sew it). Do not worsen the defect by continuing to use the product after you have discovered it. If you have received the wrong product, this is of course considered a complaint. However, normal wear and tear in relation to the product's expected lifespan is not considered a defect.

You will receive a refund as soon as the defective product has been returned to us and we have approved the complaint. However, in some cases you may have to pay a reasonable compensation for the time you were able to use the product, and this will be deducted from the refund amount.

If your claim is accepted, we will refund any shipping fee/additional charge you paid when placing your order. If the order contains other items in addition to the item you are claiming, however, we will not refund any shipping fee/additional charge, because the fees are independent of how many items you ordered.

Refunds are made using the same payment method that was used to place the order. If the claim is not accepted, the product will be returned to you.

Disputes

The dispute resolution body for the online store is the Consumer Disputes Board (www.kuluttajariita.fi).