Returns and Complaints

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

*In addition, Acnova Oy voluntarily extends the return period to 30 days from receipt.*

This right is based on:

• EU Consumer Rights Directive 2011/83/EU

• Finnish Consumer Protection Act (38/1978), Chapter 6

1. Email us at [email protected]

1. Wait for confirmation from Acnova Oy.

1. Send the product back within 14 days after notifying us.

• 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.

• 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

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:

• Finnish Consumer Protection Act (38/1978), Chapter 5

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

Please inspect the goods upon receipt.

• 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

• 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

• 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.

Unijna platforma internetowego rozstrzygania sporów (ODR) została zamknięta 20 lipca 2025 r. (rozporządzenie (UE) 2024/3228). Jeżeli sporu nie uda się rozwiązać z nami, konsument może zwrócić się do fińskiej Komisji ds. Sporów Konsumenckich (Kuluttajariitalautakunta): https://www.kuluttajariita.fi/en/ (po fińsku/szwedzku/angielsku).

Konsumenci z innych państw UE: oficjalny unijny wykaz podmiotów pozasądowego rozstrzygania sporów https://consumer-redress.ec.europa.eu/list-alternative-dispute-resolution-adr-bodies_pl oraz sieć Europejskich Centrów Konsumenckich (Finlandia: https://www.ecc.fi/en/)