Refund policy
The terms presented in this section apply only to consumer customers. Business customers do not have a right of return unless otherwise agreed separately.
Consumer Customers
Consumer customers have the right to cancel their order within 14 days of receiving the product in accordance with the Consumer Protection Act.
The returned product must be unused, in its original condition, and in its original packaging with all accessories included. If the product has been used or is no longer in a resalable condition, the right of return does not apply.
The right of return does not apply to custom-made products, made-to-order products, or hygiene products.
Business Customers
Business customers do not have a right of return unless otherwise agreed separately. Custom-made products or other special orders are non-returnable for business customers.
Return Procedure (Consumer Customers)
If a consumer customer wishes to exercise their right of return, they must contact Balneo’s customer service (info@balneo.fi) before returning the product to receive detailed instructions and a return number.
The email should include the customer's name, order number, and contact details, and clearly state that the request concerns an order cancellation.
The returned products must be in their original condition, unused, and carefully packed for return shipment. The right of return does not apply to products that have been used, opened, or are no longer in a resalable condition. A copy of the order confirmation or another proof of purchase must be included with the returned product.
If the purchase is canceled, the item must be returned without delay and no later than 14 days after submitting the cancellation notice to the designated return address. The customer must provide proof of the return within the deadline if necessary, such as a return receipt.
Return Costs
The consumer customer is responsible for the return shipping costs, which are the same as the normal delivery costs of the product unless the return is due to an error by Balneo (e.g., an incorrect, defective, or damaged product). In cases where the return is due to Balneo’s error, Balneo will cover the return shipping costs.
Returns can also be made free of charge at Balneo’s warehouse: Vanha Porvoontie 256, B12. However, the customer must arrange a return appointment with Balneo’s customer service before returning the product by sending an email to info@balneo.fi or calling +358 452724057 (between 09:00 and 14:00).
Refunds
A refund will be issued within 14 days after the returned product has been received and inspected. The refund will be processed using the same payment method as the original purchase.
If the returned product does not meet the return conditions, Balneo may refuse the refund or deduct a depreciation fee. The customer will be informed of the depreciation amount before the refund is processed.
Uncollected Orders
If a customer fails to collect their order from the pickup point within the specified time and the product is returned to Balneo, the product price will be refunded with a deduction of a €30 handling fee and the shipping costs.
Failure to collect an order is not the same as order cancellation. If a customer wishes to return a product, they must submit a separate cancellation notice to customer service.
Exchange Policy
Balneo does not offer a separate exchange policy. If a customer wishes to exchange a product, it will be handled as a new order.
Complaints and Warranty
If a product is found to be defective, Balneo will primarily attempt to repair the defect or provide a new, defect-free product to the customer. If this is not possible or the repair is unreasonably delayed, the customer may be entitled to a price reduction or contract termination in accordance with the Consumer Protection Act.
All complaints must be made in writing and sent by email to Balneo’s customer service (info@balneo.fi). The complaint must include the order confirmation, receipt, or another proof of purchase to verify the defect. Balneo will process complaints promptly and strive to find a quick solution for the customer.
Balneo does not provide a separate warranty for products unless otherwise stated. Any product warranty is determined by the terms and conditions set by the manufacturer or importer. Customers should familiarize themselves with the product’s warranty conditions and comply with them. Warranty terms can be found in the documents supplied with the product or on the manufacturer’s website.
