Return, Cancellation and Refund Policy

Last updated: September 4, 2026

We hope you are happy with your TuliTuikku order. If you change your mind or there is a problem with your order, the following return and cancellation terms apply.

Nothing in this policy limits your mandatory rights under applicable consumer protection law.

1. EU/EEA 14-Day Right of Withdrawal

If you are a consumer purchasing online within the European Union or European Economic Area, you generally have the legal right to withdraw from your purchase without giving a reason.

For goods, the withdrawal period is 14 days from the day you, or a third party designated by you other than the carrier, receives the goods.

If an order contains several goods delivered separately, the withdrawal period begins when the last item is received.

You may also notify us that you wish to cancel your order before the goods have been delivered.

To exercise your right of withdrawal, you must inform TuliTuikku of your decision within the withdrawal period.

You can do this by emailing:

iiris.tulituikku@protonmail.com

Please clearly state that you wish to withdraw from your purchase and provide enough information for us to identify your order, such as your name and order number.

Simply failing to collect a parcel or sending a parcel back without a clear notice of withdrawal does not by itself constitute a valid notice of withdrawal.

2. TuliTuikku 30-Day Return Policy

In addition to any statutory rights you may have, TuliTuikku offers a 30-day return period for eligible products.

A return under this additional policy must be requested within 30 days after receiving the product.

To request a return, please contact:

iiris.tulituikku@protonmail.com

We will provide you with return instructions and the return address.

Please contact us before sending your return.

This additional 30-day return policy does not reduce or replace your statutory rights, including the EU/EEA 14-day right of withdrawal or your rights concerning defective products.

3. Returning Products

After exercising the statutory 14-day right of withdrawal, the goods must be sent back without undue delay and no later than 14 days after you informed us of your decision to withdraw.

Please package returned products carefully so that they are adequately protected during transportation.

Under the statutory right of withdrawal, you may inspect and handle a product only to the extent necessary to establish its nature, characteristics and functioning, similar to how you would reasonably be able to inspect it in a physical shop.

You may be responsible for any diminished value resulting from handling beyond what is necessary for such inspection, where permitted by applicable law.

For returns made solely under TuliTuikku's additional 30-day return policy after the statutory withdrawal period has expired, the product must be unused, undamaged and in a condition suitable for resale, unless otherwise agreed.

Where reasonably possible, please include the original packaging and any accessories or other items supplied with the product.

4. Return Shipping Costs

For a normal change-of-mind return or withdrawal, the customer is responsible for the direct cost of returning the products, unless TuliTuikku has expressly agreed to cover the return cost.

TuliTuikku does not currently provide a prepaid return label for ordinary change-of-mind returns unless otherwise agreed.

Please retain proof of postage or other evidence that the return has been sent.

If the product is defective, incorrect or otherwise does not conform to the contract, return costs will be handled in accordance with applicable consumer protection law. You will not be required to bear costs that legally belong to TuliTuikku.

5. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in circumstances excluded by applicable law.

This may include, for example, goods made to the customer's specifications or clearly personalised for the customer.

The exception does not automatically apply merely because an item is handmade. A standard handmade TuliTuikku product purchased from the normal product selection is not considered personalised solely because it was handmade.

Where a product is excluded from the right of withdrawal, this will be communicated to the customer where required before the purchase is completed.

6. Sale and Discounted Products

Sale and discounted products are not automatically excluded from the statutory right of withdrawal.

Where the statutory right of withdrawal applies, a product may generally be returned even if it was purchased at a discounted price.

The same applies to products sold as second-quality or imperfect products where applicable: the fact that the known imperfection was disclosed before purchase does not by itself remove the statutory right of withdrawal.

However, a customer cannot generally claim as a defect a specific imperfection that was clearly disclosed and accepted as part of the product description before purchase.

7. Damaged, Defective or Incorrect Products

Please inspect your order after receiving it.

If your product is damaged, defective, incorrect or otherwise does not correspond to what you ordered, please contact us as soon as reasonably possible at:

iiris.tulituikku@protonmail.com

Please include your order number and a description of the issue. We may ask for photographs where they are reasonably useful for assessing the problem or transportation damage.

Do not dispose of a damaged or defective product before contacting us, unless keeping the product would be unsafe.

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer protection law.

Your statutory rights concerning defective goods are separate from the 14-day right of withdrawal and TuliTuikku's additional 30-day return policy.

8. Exchanges

We do not currently operate a separate automatic exchange service.

If you would like another product, please contact us. Depending on the circumstances, the simplest option may be to return the eligible product and place a new order for the desired item.

This does not affect any statutory right to replacement or another remedy where a product is defective or does not conform to the contract.

9. Refunds Following Statutory Withdrawal

When you validly exercise your statutory right of withdrawal, TuliTuikku will reimburse the payments received from you as required by applicable law.

This includes the original delivery cost up to the cost of the least expensive standard delivery method offered for the order.

If you selected a more expensive delivery option, such as an express service, we are not required to refund the additional cost above the least expensive standard delivery option.

Refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.

However, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent the goods back, whichever occurs first.

The refund will generally be made using the same payment method used for the original transaction, unless otherwise expressly agreed and permitted by law.

Your bank or payment provider may require additional time to display the refund after it has been processed.

10. Refunds Under the Additional 30-Day Return Policy

Returns made after the statutory withdrawal period but within TuliTuikku's additional 30-day return period will be inspected after they are received.

If the return meets the conditions of the additional return policy, we will process the applicable refund to the original payment method unless otherwise agreed.

Original delivery charges are not necessarily refundable for returns made solely under TuliTuikku's voluntary additional 30-day return policy after the statutory withdrawal period has expired.

This does not affect refunds that are required by law.

11. Gift Cards

Gift cards and their cancellation or return rights are handled in accordance with applicable law and any specific terms communicated when the gift card is purchased.

Nothing in this policy excludes a statutory right that cannot legally be excluded.

12. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:

iiris.tulituikku@protonmail.com

If the order has not yet been dispatched, we will normally be able to stop the shipment and process the cancellation.

If the parcel has already been dispatched, the applicable withdrawal and return procedure may need to be followed instead.

13. Return Address

Please contact TuliTuikku before returning a product.

Returns should be sent according to the return instructions provided by us.

Return address:

TuliTuikku
Uudenmaankatu 159
05840 Hyvinkää
Finland

Please do not send returns cash on delivery unless this has been expressly agreed with TuliTuikku in advance.

14. Contact

For returns, cancellations, refunds, defective products or questions about this policy, please contact:

TuliTuikku
Uudenmaankatu 159
05840 Hyvinkää
Finland

Email: iiris.tulituikku@protonmail.com
Phone: +358 45 8566950