Returns & Refunds

Information for Spicetown Oy consumer customers shopping online and in our stores.

Online purchases: 14-day right of withdrawal

For eligible goods ordered online, you may cancel your purchase without giving a reason within 14 days after receiving the goods. Tell us clearly that you wish to withdraw within that period. You may also cancel before delivery. Return the goods within 14 days after your withdrawal notice. Simply leaving a parcel uncollected does not cancel an order. These consumer rights also apply to an order concluded online and collected in store.

When withdrawal does not apply

The withdrawal right does not cover goods that deteriorate or expire rapidly, such as rapidly perishable food. It also does not cover sealed goods that are unsuitable for return for health or hygiene reasons once their seal has been opened. Unopened eligible sealed products may still be returned. Food and cosmetics are not automatically excluded as entire categories. These exclusions do not remove your rights if a product is defective, damaged or supplied incorrectly.

Return condition and shipping costs

You may inspect eligible goods as you would in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Pack returns securely. For a change-of-mind withdrawal, you pay the direct return shipping costs if this was disclosed before you ordered, unless we agreed to pay them. If we did not give the required advance information, we bear those costs. Contact us for return instructions and the correct return destination; this does not make statutory withdrawal subject to our approval.

Refund timing and method

We refund an eligible withdrawal without undue delay and within 14 days of receiving your notice. We may withhold the refund until we receive the goods or evidence that you have sent them, whichever occurs first. We use your original payment method unless you expressly agree otherwise, without refund fees. For a full order withdrawal, we also refund the least expensive standard outbound delivery cost offered; any extra cost for a premium delivery option is not refunded.

Damaged, defective or incorrect products

Please contact us as soon as you discover a problem, giving your order or receipt details and a description. Photos of the product, packaging and batch or date label help us investigate. Do not consume an unsafe product. We will arrange the appropriate remedy under Finnish consumer law and cover necessary costs for a justified defect claim. Depending on the circumstances, remedies may include replacement, repair where appropriate, a price reduction or a refund. A complaint is separate from a change-of-mind return; statutory defect rights are not limited to 14 days.

Purchases made in a physical store

There is no general statutory change-of-mind return right for purchases concluded in store. Spicetown offers exchange within 7 days for unopened, non-perishable goods with proof of purchase. Perishable goods are excluded from this voluntary exchange policy. This does not restrict your statutory rights or available remedies for faulty, damaged or incorrect goods.

How to contact Spicetown

Email sales@spicetown.fi or use our contact form. For withdrawal, clearly state your decision to cancel and provide your name, order number, the items concerned and receipt date. No reason is required. Keep a copy of your notice and proof of return. For return instructions, contact Spicetown Oy, Linnanpajantie 26, 00950 Helsinki, Finland. Please confirm the correct return destination before sending goods.

These terms do not limit mandatory Finnish consumer protection rights. The statutory consumer withdrawal right does not apply to business purchases.