Order cancellations and returns
On this page, we explain how you can cancel an order placed in our online store, return products, and file a complaint about a defective product.
As a general rule, consumer customers have the right to cancel an order placed through an online store within 14 days without giving a specific reason. For goods, the cancellation period generally begins when you receive the item. For services and digital content, the start of the cancellation period may be determined differently.
Starting June 19, 2026, online stores must provide consumers with a clear and easily accessible cancellation feature that allows them to cancel a contract entered into online. The cancellation feature does not replace other methods of cancellation; you can still notify us of your cancellation via email or by using the order cancellation form available on this page.
Online store contact information
Email: info@vapaa-ajanurheilu.fi
Phone: 0503723848
Address: Brahentie 22 52300 Ristiina
Canceling an order
You can cancel an order placed in our online store by clearly notifying us no later than 14 days from the date the order was placed. You do not need to provide a reason for the cancellation.
You can submit a cancellation notice in one of the following ways:
- by filling out the order cancellation form on this page
- by sending us a free-form notification via email to info@vapaa-ajanurheilu.fi
- by providing another clear written notice stating that you wish to cancel the order
Simply returning the product or failing to pick up the package is not sufficient to cancel an order. You must submit a separate cancellation notice. You can also submit a cancellation notice before the order has been delivered.
A cancellation notice must include at least the following information:
- name
- contact information
- order number or other information that can be used to identify the order
- information about which order or product the cancellation applies to
- an email address or other method by which we can send you confirmation that we have received your cancellation notice
Once you have submitted your cancellation notice using the form on this page, we will send you confirmation of receipt as soon as possible via a durable medium, such as email. The confirmation will specify what the cancellation applies to, as well as the date and time the cancellation notice was received.
Returns
Online store customers have a 14-day right to exchange or return products in accordance with the Consumer Protection Act. Customers have the right to exchange or return some or all of the products in their order. Products to be returned or exchanged must be in their original packaging and in saleable condition. If you wish to return or exchange products, please contact the online store first and ask for return instructions. Please include your name, contact information, and bank account number with the return for a possible refund.
Situations in which the right of withdrawal may not apply
Not all online purchases are covered by the right of withdrawal. The right of withdrawal may be restricted only on grounds permitted by law.
The right to cancel may not apply, for example, in the following cases:
- the product has been manufactured or modified in accordance with the customer’s specifications or to clearly meet personal needs
- The product may spoil or expire quickly
- The sealed product has been opened and cannot be returned for health or hygiene reasons
- A sealed audio or video recording or computer program has been opened
- The delivery of digital content has begun with the customer’s express consent during the cancellation period, and the customer has agreed to forfeit the right of cancellation
- the service was performed in full at the consumer’s request during the cancellation period, and the consumer was informed that they would lose their right of cancellation
If you are unsure whether your order is covered by the right of withdrawal, please contact our customer service before returning the product.
Liability for defects and complaints
The right of withdrawal and a complaint are two different things. As a general rule, you can exercise your right of withdrawal within the 14-day withdrawal period without giving a specific reason. A complaint, on the other hand, applies to a situation where the product has a defect, deficiency, fault, or other discrepancy for which the seller is liable under the Consumer Protection Act.
If you discover a defect in the product, please notify us as soon as possible after you have discovered the defect or should have discovered it. However, you may always report the defect within two months of discovering it.
You can file a complaint by sending a message to:
In your complaint, please include the following information, if possible:
- name and contact information
- order number
- which product is the complaint about
- description of the error or deficiency
- when was the error detected
- any photographs or other evidence of the error
As the seller, we are primarily responsible for investigating any defects in the product. If a defect is found in the product, the primary method of redress is to remedy the defect, such as by repairing the product or replacing it with a defect-free product. If repair or replacement is not possible, a price reduction or cancellation of the sale may be considered. Rectifying the defect must not result in any costs or significant inconvenience to the consumer.
If you discover a defect during the cancellation period, you may, at your discretion, either exercise your right to cancel or file a defect report. If you exercise your right to cancel, you must return the product, and we will refund the purchase price in accordance with the terms and conditions for cancellation. If you file a defect report, we will investigate the defect and handle the matter in accordance with the provisions regarding liability for defects.