Refund policy

Return Policy

The right of return does not apply to products that cannot be returned for health or hygiene reasons if the seal has been opened.

Right of withdrawal

You have the right to cancel this agreement within 14 days without giving any reason. The withdrawal period ends within 14 days starting from the day you received the last shipment, or in the case of downloadable products, from the moment you received the order.

In order to exercise the right of withdrawal, you must notify us of your decision to cancel the agreement in an unambiguous way, for example by contacting our Customer Service via email.

To comply with the deadline for withdrawal, it is sufficient that you submit your notice of cancellation before the end of the withdrawal period.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we have received the returned goods. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

You must return the goods without delay and no later than 14 days after informing us about your decision to withdraw from the contract. The deadline is met if you send back the goods before the period of 14 days has expired. Return costs are paid by the customer.

You are only responsible for the kind of value decrease of the goods that did not result from treatment that is required for determining the nature, properties and functionality of the goods.

Instructions for Returning Your Order

Please contact our Customer Service if you want to return the products you have purchased.

All products must be returned in their original condition by a delivery method that includes a tracking code and they must be sent in their original or similar box (not in an envelope or bag).

We always check each return’s condition and we may equip some of the products by a seal that doesn’t prevent trying them out. Remove the seal only after you have made sure that you want to keep the product. You can still return the product by the policy stated above even if you have removed the seal, but we treat the seal as a guarentee of an unused product. If the product is used against the consumer’s duty of care legislation, we will reserve the right to charge the decreased value up to the products full value including all shipping costs.

Mustahöyhen is not responsible for lost or damaged goods during the return shipping. In case you wish to change the returned product to another, we handle this as a return and a new order.

Unclaimed Deliveries

Unclaimed delivery is not the same as product return or withdrawal of the order. If the customer fails to claim the product delivery without notice of being withdrawed, the customer is responsible for all delivery and return costs caused to us, such as postage, customs duties, taxes and other charges such as handling costs, for which we collect a charge of twenty (20) euros when the unclaimed package is returned to us. These costs are reduced from the amount we refund to the customer.

Problematic Situations

In case the products are lost or damaged during the shipping process or the product package content doesn’t match your order, please inform our Customer Service in writing without delay, within 14 days after receiving the products at the latest. In case the products are clearly damaged during the shipping, please send a reclamation also to the shipping company in question without further delay. If the reclamation addressed to us leads to the return of the products, the return policy presented above will apply.

In the case of a dispute, if the matter cannot be resolved through negotiation, first contact the the Finnish Consumer Advisory Services at kuluttajaneuvonta.fi, after which you can refer the matter to the Finnish Consumer Disputes Board at www.kuluttajariita.fi.

Our store policies, terms of service, and any agreements made through our Service shall be governed by and construed in accordance with the laws of Finland. However, this does not deprive consumers residing outside of Finland of the protection afforded to them by the mandatory consumer protection laws of their country of residence. Any statutory lawsuits shall be resolved in a competent court as determined by applicable mandatory law.

Customer Service

We aim to reply to your email within 1-2 business days.

Email: shop@mustahoyhen.com