Return instructions

Returns

Products purchased from the online store in Finland have a 14-day right of return in accordance with the Finnish Consumer Protection Act (KSL). However, certain products are excluded from this right for health and hygiene reasons, especially if the packaging has been opened or the product has been used. The following instructions will help you understand when products can be returned:

Pet food and treats

The right of return for pet food and treat products may be denied if the packaging has been opened or the product has been used. Under Chapter 6, Section 16 of the Finnish Consumer Protection Act, the right of return does not apply to perishable products or products whose quality may deteriorate after opening. This means that unopened, intact and resalable food packages can be returned within 14 days, but opened packages cannot be returned.

Shampoos, conditioners, other hygiene products, and grooming tools

Because our hygiene products, such as shampoos, conditioners, and other personal care products, are not sealed, we cannot offer an exchange or return option for them. Under Chapter 6, Section 16 of the Finnish Consumer Protection Act, the right of return does not apply to products that are no longer resalable after opening. We cannot guarantee that a product has not been opened or partially used, which may affect the product's safety and quality. For this reason, even unopened hygiene products and grooming tools are not covered by the right of return.

Returning a discounted short-dated product

Short-dated products are not covered by the right of return.

Returning clothing, toys, beds or other accessories

Pet clothing and beds may be carefully tried on your pet before returning them. Under Chapter 6, Section 14 of the Finnish Consumer Protection Act, the customer has the right to return a purchased product within 14 days, but the returned products must be in their original condition, intact and in resalable condition. The product tags must still be attached to the product. If the products have, for example, hair, stains or an unpleasant odour, they can no longer be returned because they are not resalable. If the product is not in resalable condition, the customer is always liable for the decrease in the product's value, up to the full price of the product. In addition, the right of return does not apply to grooming tools or hygiene products such as shampoos, conditioners and sprays.

Return costs

The customer pays the delivery costs of the return themselves when sending the shipment.

Product exchange and return

Contact our customer service at info@kaikenkarvaiset.com for more detailed instructions.

Refunds for returned products

We will refund the price of the products you have returned once they have arrived at our warehouse and been confirmed as resalable, and no later than 14 days after receiving the return. Processing returns usually takes a few business days, and the arrival of the refund may be affected by transfer times between banks. The refund is paid to the same account from which the original payment was made. If the product does not meet the original-condition requirements, we unfortunately cannot issue a refund.

Uncollected shipment

If a shipment is not collected and is returned to us, the customer is responsible for the return and reshipping costs of the uncollected package. Please note that failing to collect a shipment does not constitute cancellation of the order under the Finnish Consumer Protection Act and therefore does not automatically entitle you to a refund.