Refund policy
We hope you'll make thoughtful purchases at Kotona Shop, and we're happy to help you make choices that you'll enjoy for years to come. However, if a product does not meet your expectations, you may return it within 14 days of receiving it.
Returned products must be unused, in their original condition and suitable for resale. The right of return does not apply to digital products, products with a short shelf life, or products that have been clearly customised for a specific customer or made to order. If a returned product has been used, damaged or is otherwise not in resalable condition, Kotona Shop reserves the right to refuse the return.
Please return the product in its original packaging, packed carefully to prevent damage during transport. You are responsible for the cost of returning the product. Return costs depend, among other things, on the size of the parcel and the shipping method you choose. If you have any questions about returns, our customer service team is happy to help at shop@kotona.com.
Please keep your proof of return until your refund has been processed successfully.
Please note that returning a product without prior notice or failing to collect a parcel does not constitute cancellation of your order under Finnish consumer protection legislation. We reserve the right to charge the costs incurred from handling unclaimed shipments, including return shipping and processing costs. The handling fee for unclaimed or undeliverable parcels returned to us without prior notice is €14.
Refunds are always issued using the same payment method or to the same payment card used for the original purchase. Kotona Shop will process your refund promptly after we have received and inspected the returned product and confirmed that it meets the return conditions.
All cancellations and returns are registered in Kotona Shop's system using our cancellation form, available on this page. If you are unable to use the online cancellation form, you may also notify us of your cancellation in another clear and unambiguous way, for example by email at shop@kotona.com. You can also find a model cancellation form and our contact details in our Terms and Conditions.
If you have any questions about returns, you can always contact our customer service at shop@kotona.com. You can also find more information and answers to frequently asked questions here.
Claims and damaged products
If the product you ordered is faulty or has been damaged during delivery, please contact our customer service by email at shop@kotona.com. Please include your order details, a description of the issue, and photos of both the product packaging and the defect.
How to return a product
- Notify us of your return within 14 days of receiving your order. The easiest way to do this is by completing our online return form.
- After receiving your return request, our customer service team will send you return instructions by email.
- Pack the product carefully in its original packaging and return it according to the instructions provided by Kotona Shop customer service.
- Once we have received and approved your return, we will issue your refund using the same payment method you used for the original purchase.
