Returns & Refunds

Last updated: 25.06.2026. This page should be read together with our Terms & Conditions.

On this page

1. Overview

This page explains how returns and refunds work. In short: standard / stock items can be returned within 14 days of receipt; made-to-order / bespoke items cannot be cancelled, returned or refunded once your order has been submitted; and any item that is faulty, defective or damaged in transit will be put right at our cost. Your statutory rights as a consumer are not affected.

For business (B2B) purchases, the right to return a standard item for a change of mind does not apply; the Finnish Sale of Goods Act (Kauppalaki) governs.

2. Returning a standard item (change of mind)

If you are a consumer, you may return a standard / stock item within 14 days of receiving it, without giving a reason (your statutory right of withdrawal). To start, use the withdrawal function (“withdrawal button”) in your account or order confirmation email, or contact us (see section 8). After you have notified us, return the item within 14 days.

The item should be unused and in resaleable condition. Original packaging is preferred but not essential — please pack the item well enough to prevent damage in return transit. You are responsible for any reduction in the item’s value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

3. Return shipping and who pays

Once you have told us you are returning an item, we will email you return instructions and a shipping label. The return method depends on the item’s size — smaller items are returned as a parcel, while larger pieces are returned by an arranged freight collection.

For a change-of-mind return, you bear the direct cost of returning the item. Where we provide a prepaid label, the corresponding return-shipping cost is deducted from your refund. For faulty or transit-damaged items, we cover the return cost instead (see sections 6 and 7).

4. How refunds are made

We refund to your original payment method via Paytrail. For a valid change-of-mind return, we refund the price you paid plus the original standard delivery cost, less the return-shipping cost described in section 3. We process refunds within 14 days of being notified of your return, but may withhold the refund until we have received the item back or you have provided proof of return.

We do not charge any restocking or handling fee. We do not offer exchanges — if you would like a different item, please return the original under this process and place a new order.

5. Made-to-order and bespoke items

Made-to-order and bespoke items — any item produced to your specifications, including those where you choose the dimensions, colour, wood or finish — are exempt from the statutory right of withdrawal under the Finnish Consumer Protection Act and the EU Consumer Rights Directive.

Because production is committed to your specifications, bespoke orders cannot be cancelled, returned or refunded once the order has been submitted. Please review your configuration carefully before ordering. This does not affect your rights if a bespoke item arrives faulty, defective or damaged — those situations are covered by sections 6 and 7.

6. Faulty, defective or incorrect items

If an item is faulty, defective or not what you ordered, please contact us within 7 business days of receiving it, with a description and photographs where possible. We will assess the issue and then repair the item, replace it, or — if neither is possible — provide a refund. For these returns we arrange and pay for collection / return freight.

Your statutory rights are not affected. Under Finnish and EU law, the seller’s liability for defects extends for at least two years, and this applies to bespoke items as well.

7. Goods damaged in transit

Please check your delivery on arrival. Note any visible damage on the carrier’s delivery document at the point of delivery and report it to us immediately; report any damage discovered after unpacking as soon as possible. Prompt reporting allows us to claim within our carrier’s time limits.

Our default remedy for transit-damaged goods is replacement; if replacement is not possible, we will refund you. We cover the cost of returning or collecting transit-damaged goods.

8. How to start a return

To return a standard item, use the withdrawal function in your account or order confirmation email. To report a faulty, incorrect or damaged item, contact us at mail@hakolawood.com. Please quote your order number in all cases. Full contact details are on our Legal Notice page.

9. Complaints and dispute resolution

If you are not satisfied with how we handle a return, please contact us first so we can try to resolve it directly. If a consumer dispute cannot be resolved between us, you can seek advice from the Consumer Advisory Service (kuluttajaneuvonta) and refer the matter to the Consumer Disputes Board (kuluttajariitalautakunta, www.kuluttajariita.fi). Please consult the Consumer Advisory Service before contacting the Board.