Refund policy

Right of Withdrawal

The right of withdrawal does not apply to frozen products or products that must be stored chilled, such as dog sausages. The right of withdrawal also does not apply to sealed products that have been opened and cannot be resold.

For all other products, orders include a 14‑day right of withdrawal, during which you may cancel the purchase without providing a specific reason by submitting a notice of withdrawal. You may submit the notice of withdrawal by email, mail, or text message (see customer service contact details below). The 14‑day withdrawal period is calculated from the day you receive the ordered products. If the products are delivered in several shipments, the withdrawal period is calculated from the receipt of the final shipment. If the last day of the withdrawal period falls on a Saturday or public holiday, the notice of withdrawal may be submitted on the next business day.

Returning Products

When you cancel an order, the return shipment must be sent no later than 14 days after submitting the notice of withdrawal. Please remember that frozen products and products requiring refrigeration, such as dog sausages, cannot be returned. Sealed products that have been opened and cannot be resold also cannot be returned.

You are responsible for proving, if necessary, that the products were returned within the required time, for example with a return receipt. Products must be returned properly packaged. If you have a customer account, you may fill out a return form in your order history and include it in the package with the returned products. All returns are shipped using Posti’s delivery services. See Posti’s return instructions HERE or contact our customer service. Always use our contract number 660522 when returning items. Always keep proof of the return shipment.

Refunds

We will refund the price of the returned products (and also the delivery costs if the entire order is cancelled) no later than 14 business days after receiving your notice of withdrawal. If the return shipment has not yet arrived by that time, the refund will be issued once we have received the returned items. Refunds are made using the same payment method used for the original order unless otherwise expressly agreed. If you choose a return shipping method other than the one described above under “Returning Products,” we are not obligated to reimburse any additional costs incurred.

Orders Not Collected or Not Received

Delivery method: Posti or PostNord

For orders that are not collected or received, we reserve the right to charge the delivery costs, and the shipment will not be re-delivered to the customer. These costs will be deducted from the refund amount.

Problem Situations

If a product has been lost or damaged during transport, or otherwise does not match your order, please report the issue to our customer service within 14 days of receiving the order. If the package is clearly damaged during transport, file a complaint with the carrier immediately. If you notice damage only after receiving and opening the shipment, please contact our customer service. Including photos of the damage is helpful.

Customer Service Contact Information and Return Address

Eläinruokatehdas Lemmikki Oy
Jäniksenpolku 33
70400 KUOPIO

Phone: 044 546 5510
Email: verkkokauppa@elainruoka.com
Website: www.elainruoka.com
Business ID: 0620636-8