It is important to us that you are satisfied with your purchases. For this reason, we offer a 30-day free return and exchange policy for orders within Finland. For international orders, any shipping costs are non-refundable.
Please note that we are unable to process products purchased from our resellers. In such cases, please contact the reseller directly.
If a returned item is lost during transit, we are not responsible for reimbursing the shipment. We therefore recommend that you keep your return receipt until the parcel has safely arrived at our warehouse.
HOW TO RETURN OR EXCHANGE ITEMS
Please notify us of your return in advance. Send us an email at info@luinliving.com when you wish to return your order. If you wish to exchange the product, please include in your message which item you would like instead (e.g. size or colour).
Please note that returning the product or not collecting the parcel is not sufficient to cancel the order.
1. Check the condition of the products
The returned items must be unused and in good, sellable condition. We recommend returning the product in its original packaging.
2. Pack the items carefully
You can use the same box or bag in which your order was delivered. Remove or cover the original shipping label on the parcel.
3. Include your details inside the parcel
Please add a note with your order number or your name. This helps us identify your return.
RETURNS FROM FINLAND
You can return your order via Posti free of charge.
Return at a Posti service point
Take the parcel to a Posti service point and provide the following details:
ASIAKASPALAUTUS 602409
Storia Oy / Luin Living
Hakakalliontie 10
05460 Hyvinkää
Return via a Posti parcel locker
1. Go to Posti’s website and create a return using a Helposti code. Select “Return with a contract number”
2. Enter the contract number: 602409
3. Fill in your details and select “Return to a parcel locker”
(you can also choose a Posti service point if preferred)
4. Choose the parcel size and a suitable locker location
5. You will receive a Helposti code and further instructions
6. Write the following on the parcel:
- the Helposti code
- your name and address
7. Take the parcel to the selected locker and follow the instructions on-site.
RETURNS FROM OTHER COUNTRIES
For international orders, any possible shipping costs are not refunded. Returns are handled via GLS.
To register your return and receive detailed instructions, please use the following link: GLS-Returns
You can change the language in the top right corner of the page. After completing the form, you will be able to select and arrange the return with GLS.
REFUNDING RETURNED PRODUCTS
The price of the returned product will be refunded to the payment method originally used. If the returned product is used, damaged, or otherwise unsalable, we reserve the right to charge a depreciation fee up to the full price of the product.
If you have requested an exchange in advance, we will ship the replacement item automatically after processing your return. If the requested product is not available, our customer service team will contact you.
We will make the refund decision upon receiving the product. If there are any defects found in the product’s condition, our customer service will contact you.
We do not accept returns in the following cases:
- The product shows signs of use, damage, or other deficiencies compared to its original condition, preventing its resale.
- Animal hair, stains, or odors on the returned product result in a negative return decision.
We will process the refund within 14 days of receiving the return. Returns are processed in the order they are received. If you do not receive a refund within 14 days, please contact us.
PRODUCT DEFECTS AND CLAIMS
Every product undergoes quality control processes at various stages of production. However, if you receive a defective or damaged product, please take photos of both the packaging and the product itself. Send the photos, a detailed description of the defect, and your order number to our customer service at info@luinliving.com.
We handle each contact individually and, if necessary, also with our production unit, after which we will send you instructions. If you have purchased the product from our reseller, please contact the respective reseller.
If a claim results in the return of the product, we will cover the transportation costs incurred.
Once the product is returned and the claim is deemed valid, we will refund the price paid for the product to the same payment method originally used. If the returned product is not found to be defective according to applicable consumer protection legislation, we may reject the claim and charge the customer for the transportation costs of the product return.
If the claim concerns changes in the appearance or feel of the textile after washing, this may not necessarily meet the criteria for a claim. Before making a claim, we recommend carefully reviewing the care instructions for the products.
