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Returns and Complaints

(Informational page. Detailed legal terms are governed by the “Public Offer / Terms of delivery” of Acnova Oy.)

Effective from: 15.02.2026
Company: Acnova Oy
Email for returns: returns@acnova.eu

1. If You Are a Private Consumer (B2C)

You Changed Your Mind (14 Days)

You have the right to return the product within 14 calendar days from the date of receipt — without providing any reason.

This right is based on:

What you need to do:

  1. Email us at returns@acnova.eu

    2. Please include your order number and state that you wish to return the product.

  1. Wait for confirmation from Acnova Oy.
  1. Send the product back within 14 days after notifying us.

Important Information:

  • Return shipping costs are paid by the customer.
  • We refund using the same payment method that was used for the purchase.
  • We may withhold the refund until we have received the returned goods.
  • If the product is damaged or used beyond what is necessary to inspect its nature, characteristics, and functioning, the refund amount may be reduced.

Items That Cannot Be Returned:

  • Products made to individual order
  • Private label products
  • Opened cosmetics and hygiene products
  • Goods that by their nature are not suitable for return

Exclusions are applied in accordance with Article 16 of Directive 2011/83/EU: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32011L0083

2. If the Product Has a Defect (B2C)

If the product is damaged or has a manufacturing defect:

  1. Contact us immediately after discovering the issue.
  2. Please send photos or videos of the defect (this speeds up the process).
  3. We will offer a solution: replacement, repair, refund, or price reduction.

Consumer rights regarding defective goods are regulated by:

If the defect is confirmed, return costs will be reimbursed.

3. If You Are a Company or Entrepreneur (B2B)

Inspection of Goods

Please inspect the goods upon receipt.

Time limits for claims:

  • Visible damage — within 7 days
  • Hidden defects — within 14 days after discovery, but no later than 6 months

If no claim is made within the specified time, the goods are deemed accepted.

B2B transactions are governed by the Finnish Sale of Goods Act (355/1987): https://www.finlex.fi/en/laki/kaannokset/1987/en19870355

Important for B2B:

  • Returns are possible only in case of a confirmed manufacturing defect
  • Cancellation of a private label order after production has started is not possible
  • Goods sent without prior agreement may not be accepted
  • Returns sent cash-on-delivery without prior agreement are not accepted

4. How to Send a Return

  • Pack the product securely
  • If possible, use the original packaging
  • Include your order number inside the parcel

The return address will be provided after return confirmation.

5. Online Dispute Resolution (for EU Consumers)

You may use the official EU Online Dispute Resolution (ODR) platform:

https://ec.europa.eu/consumers/odr

The ODR platform operates under Regulation (EU) No 524/2013: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32013R0524

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