Return policy
6.6. Issues During Transport and for Defective Products
At the time of delivery, the customer must check the appearance of the packaging. If there is noticeable external damage to the package, it must be checked in the presence of the driver to see if the external damage has caused harm to the product itself. Visible damages to the packaging must be reported upon receipt of the shipment, as according to road transport laws, the carrier is not obligated to accept complaints regarding visible damage after the fact. Unfortunately, we cannot process late complaints.
6.6.1. If a package is damaged during handling by the carrier, a note about the damage must be made on the waybill and the driver must acknowledge this note. The product's damage must also be reported immediately to Suomen Unikaverit Oy customer service, preferably by email at unikaveritoy@gmail.com. The speed of notification affects how quickly the customer receives a replacement product or part for the damaged item. However, damages must be reported before assembling the product. Unfortunately, we cannot process late complaints.
6.6.2. If the shipment is damaged in the mail, a complaint must be made to the postal service immediately upon receipt, and similarly to Matkahuolto if applicable. Unfortunately, we cannot process late complaints.
6.6.3. Open the packages immediately, as "hidden damages" that are not visible on the packaging must be reported to the carrier within 7 days of receipt. Also, keep in mind that the seller must be able to notify the carrier before the 7-day deadline, so it is important to report any damages promptly. Unfortunately, we cannot process late complaints.
6.7. If a product is lost during transport, damaged, or if the wrong product has been delivered to the customer, the customer must report the error immediately via email to unikaveritoy@gmail.com. The notification of incorrect delivery or defective product must be made to Suomen Unikaverit Oy on the same day that the product is received. Unfortunately, we cannot process late complaints.
6.8. In unclear cases, if the customer has not reported the aforementioned visible damage to the carrier or the aforementioned “hidden damage” to the customer service of Suomen Unikaverit Oy within the specified time, the damage may be deemed to the customer's loss. Unfortunately, we cannot process late complaints.
6.9. According to consumer trade rules, Suomen Unikaverit Oy is responsible for the product if it is lost or damaged upon delivery to the customer. If the product is damaged or lost during return to Suomen Unikaverit Oy, the customer or the transport company responsible for the transport is liable for the product.
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7. Exchange and Return Conditions
7.1. If you want to exchange or return a defective product, first contact Kaluste Duo / Suomen Unikaverit Oy customer service at: unikaveritoy@gmail.com.
The customer will be sent return instructions via email, detailing how to pack the product, information to include with the package, and how to send the product.
Products must not be returned without prior agreement with customer service. We do not accept returns that have not been agreed upon in advance with our customer service. Hygiene products such as pillows, duvets, and mattress toppers do not have exchange or return rights. The same applies to custom-sized products and all so-called made-to-order products.
Include the following information with the return:
- Order number or your customer number, a photo of the product (taken at home), your name, address, and phone number
- Your email address
- Your bank account number
Return address: Kaluste Duo / Suomen Unikaverit Oy, Vantaanpuistontie 29, 01730 Vantaa. Warehouse managed by Ks-Logistic.
We do not accept returns over 30 days after the order date.
Undelivered shipments will be returned to our warehouse within approximately two weeks of the package's arrival at the Post Office or Matkahuolto. Please note that failing to pick up the package is not considered a return. Returns must always first be communicated with our customer service. For undelivered shipments, we will charge for the shipping costs incurred from the return. Undelivered packages can be picked up from our warehouse in Vantaa or our store in Helsinki. If desired, we can resend the returned shipment, in which case we will charge for the shipping costs again.
7.2. The customer has a 30-day right of exchange and return for products purchased from the online store. The time allowed for return is calculated from the day the goods are received. The right to return does not apply to special products, the measurements or other characteristics of which differ from standard products. Such products may include, for example, custom-made items, products upholstered with fabrics not available in the online shop, custom-sized beds, or sofas upholstered to the customer's specification. The right of return does not apply to rugs that are made to the customer's specified measurements. The return period is calculated from the day the goods are received. Examining the product is considered to be equivalent to the customer examining the product and its characteristics in the store when purchasing the product. The product must not be put into use during the examination period.
The product must be unused, in sellable condition, and packed in its original packaging. If the product is in sellable condition but without the original packaging, we will refund 70% of the product price. The product being returned must be completely unused. Attach a completed return form to the package. The right of return does not apply to special products whose measurements, fabrics, leathers, or other characteristics differ from standard products. Such products include, for example, rugs made to measure or sofas ordered with special fabrics, as well as hygiene products such as pillows, duvets, sheets, and mattress toppers. We will refund the prices of the products and the original shipping costs minus any applicable return costs. If only part of the order is returned, the shipping cost will not be refunded, and any return costs will be charged for the shipment. If the product has lost its value due to the customer's actions, the customer is obliged to compensate Suomen Unikaverit Oy for the difference between the product's selling price and its reduced value. In this case, we will refund the price paid for the product and its original shipping cost, minus the aforementioned depreciation and any return costs. The valuation of the product's value loss will be handled on a case-by-case basis. For allergy reasons, there is no right of return if the product has animal hair, for example.
7.3. The right of return only applies to unused and sellable products in their original packaging. The product and the packaging must be in completely identical condition to the time of delivery.
7.4. Examining the product is considered to be equivalent to the customer examining the product and its characteristics in the store when purchasing the product. The product must not be put into use during the examination period.
7.5. The 30-day return policy of the online store does not apply in cases where the customer orders products in person at the store or if the product is customized according to the customer's wishes from the online store or through remote sales.
7.6. In return cases, the customer is responsible for transporting the product to the transport company's location for the return shipment. Exceptions are large and difficult-to-transport products that transport companies collect from the customer's location. The customer will always be informed personally about the process for that particular product. Costs arising from the return are described in section 7.9.
7.7. The total amount of the product will be refunded to the customer's account within 30 days of the product's return, provided the product is unused, in sellable condition, and packed in its original packaging.
7.8. If the product has lost its value due to the customer's actions, the customer is obliged to compensate Suomen Unikaverit Oy for the difference between the product's selling price and its reduced value. In this case, we will refund the price paid for the product and the shipping cost deducted by the aforementioned difference. The valuation of the product's value loss will be handled on a case-by-case basis.
7.9. Costs arising from returns
The customer is fully responsible for the delivery and return shipping costs.
The Consumer Agency's guidelines on returns in distance sales can be found at: http://www.kkv.fi/Tietoa-ja-ohjeita/Ostaminen-myyminen-ja-sopimukset/verkkokauppa-posti-ja-puhelinmyynti-etamyynti/tavaran-ja-maksun-palauttaminen/
