Returns

Consumer's Right of Withdrawal

Withdrawal Notification

You can try on and test products ordered from our online shop in the same way as in a physical store. However, you cannot put the product into use; you must keep the product essentially unchanged and undiminished.

Withdrawal occurs by submitting a withdrawal notification within 14 days of receiving the goods or the last batch of goods. The withdrawal notification can be made using the withdrawal form, the pre-filled return form in your account's order history, or informally, for example, via email to info@care2play.fi or through the chat box at the bottom of the page.

You can also exercise your right of cancellation online on the order tracking page. Registered customers can also find the function by logging in to the My Account page and selecting the order from their history. If you use this option, we will immediately send you an email confirming receipt of the cancellation notification, stating the content of the cancellation and its delivery date and time. The cancellation function is only available to consumer customers.

If the last day of the withdrawal period is a Saturday or public holiday, the notification can be made on the next business day. Leaving goods uncollected is not a withdrawal and does not replace a withdrawal notification. Business and institutional customers have no right of withdrawal.

If a consumer customer wishes to exchange the ordered product for another, please indicate in the withdrawal notification which product you wish to exchange it for. One exchange per order is free for consumer customers.

Exceptions to the Right of Withdrawal

Under EU consumer law, there is no right of withdrawal for sealed goods that cannot be returned for health or hygiene reasons if the seal has been broken or opened. Sealed products also include those whose packaging cannot be resealed after opening. Hygiene products include, for example, single-use incontinence protectors, cosmetics, and face masks.

There is also no right of withdrawal for goods manufactured or modified according to the buyer's specifications or clearly for personal needs (e.g., custom-made items or engraved/personalized products).

Distance selling rules do not apply at all to professional products or everyday goods (technical chemicals, household papers, daily cosmetics), so these products have no distance selling right of withdrawal.

Returning Goods

The goods must be handed over to the carrier for transport within 14 days of making the withdrawal notification. Returns are free for the customer if using our provided return options, in line with EU requirements for cost-free returns where offered.

The customer must keep the received goods essentially unchanged and undiminished to be entitled to a full refund in the event of withdrawal. The packaging can be opened or unpacked without losing the right of withdrawal, and the goods can be examined for properties and functionality in the same way as in a store. The product packaging is part of the product. The customer must handle and open the packaging carefully so that the products can be returned in their original packaging.

If the customer has put the goods into use, the customer is responsible for any diminution in value. If the goods have essentially changed or diminished, the online shop has the right to charge an amount corresponding to the diminution in value. If the goods have become unsellable due to use, the online shop may refuse to refund the amount paid by the consumer entirely.

Return Instructions

The customer can use the return form or include the following information with the return: order number, name, address, and phone number. The returned product must be packed carefully, ensuring it does not move inside the packaging. The same packaging and padding used for delivery can be reused. The order confirmation also includes return instructions.

For PostNord: The shipment can be returned free of charge to the nearest PostNord agent location. You can order a return address card from customer service. Available only in Finland .

For Posti: In Finland products can be returned free of charge (Finland only) via Posti using our return address:

ASIAKASPALAUTUS / 634032
Vanajantie 4
13500 Hämeenlinna
Finland

For our international customers, returns are subject to a fee. The customer must contact our customer service to arrange the return, pay the return fee, and receive a parcel card for the return. The return cost is at most equal to the delivery cost.

If the package was ordered via Posti, the customer can order a return code at posti.fi/returnpackage by entering the shipment ID (starting with JJFI). The package can be returned to any Posti parcel locker or Posti location according to the included instructions.

If the product is damaged during return due to careless packaging by the customer, the customer is responsible for the resulting damage. It is advisable to request a receipt for the shipment to prove the return.

Leaving the delivery uncollected is not a withdrawal and does not replace making a withdrawal notification. We charge €15 (Finland) or 45 € (international) for uncollected deliveries. We do not accept cash-on-delivery returns.

Products can also be returned to the store in Hämeenlinna during opening hours within the return period.

Refund of Payment

The purchase price will be refunded no later than 14 days after receipt of the withdrawal notification. The online shop has the right to withhold refunds until the goods have been returned or the customer has proven that the goods have been sent back, for example, with a return receipt.

Delivery costs are refunded except in partial returns, and only up to the cost of the cheapest delivery option offered by the company.

If, after the return, the remaining order value falls below the free delivery threshold, we will charge delivery costs for the remaining order according to our price list and the selected delivery method. We refund payments using the same payment method used by the customer.