Lost packages. We strive to ensure that you receive each of your orders in perfect condition. If your order is lost during transportation, please contact our customer support at verkkokauppa@apteekki360.fi and provide your order number and all other

Lost packagesWe strive to ensure that you receive each of your orders in perfect condition. If your order is lost during transportation, please contact our customer support at <a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a> and provide your order number and all other relevant information. Damaged packagesWe understand the disappointment of receiving a damaged package. Please report such an incident to our customer support at <a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a> within 1 day of receiving the order and attach photos of the damaged products or package.Providing photos and other material is of primary importance, as we will have to file a claim with the shipping company. Without sufficient material, we will not be able to justify a claim to the shipping company.Apteekki 360 will not directly reimburse the costs incurred by the shipping companies, but will first file a claim with the shipping companies. Once the shipping company has refunded the order to us, we will further refund the case to you.

What if my package gets lost or arrives damaged?

Yes, Apteekki 360 offers a refund or replacement product depending on the situation. The return costs may be invoiced separately or deducted from your refund. Below is more detailed information on when and how you can receive a refund or replacement

Yes, Apteekki 360 offers a refund or replacement product depending on the situation. The return costs may be invoiced separately or deducted from your refund. Below is more detailed information on when and how you can receive a refund or replacement product: (1) Refund In case of cancellation: If you cancel your order within 14 days of receiving the goods, you will receive a refund of the purchase price you paid when the product has been returned. The refund will be made no later than 7 days after we have received the returned product using the same payment method you used to purchase.Deductions: The original shipping costs are not refundable, and a return fee of &#x20AC;7.90 per return will be charged. This amount can either be invoiced to you in a separate invoice sent to your email, or deducted directly from the amount to be refunded to you. If you receive a separate invoice, the return will be processed after payment has been made. If the product has become unsellable due to use, the pharmacy may charge an amount corresponding to the decrease in value or refuse to refund the entire amount.In the event of an error: If you received the wrong or damaged product due to the seller&apos;s error, you will receive a full refund without additional costs. Return costs and new delivery are free of charge in this case.Uncollected orders: We store uncollected orders for 2 weeks. If the order is not collected within this time and the customer does not respond to our customer service contacts, the medicinal products will be destroyed, the other products will be donated and the refund will be paid as an Apteekki 360 gift card to your email. &#x20AC;5.90 in return costs will be deducted from the refund, meaning you will receive the value of the order on the gift card minus these costs.Exceptions:&#xA0;Medicines, cosmetics and hygiene products do not have a right to return (or refund) except in cases of product defects, as they cannot be returned for sale. (2) Replacement product In case of error: If you received the wrong or defective product due to the seller&apos;s error, you can get a replacement product for free.By mail: Return the defective product (free return), and we will send you a replacement product at no additional cost.In store: If the order was a pickup order, the error will be corrected on site at the Apteekki 360 store (Ympyr&#xE4;talo, Helsinki). If you want shipping, it costs &#x20AC;4.90, but for pickup orders over &#x20AC;65, you will receive free shipping.No automatic replacement:&#xA0;A replacement product will not be sent automatically in cancellation situations, but requires a complaint and an error on the seller&apos;s part. Please contact customer service (<a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a>) to arrange the matter. (3) How to proceed Complaint: If the product is faulty, missing or does not match the order, please contact our customer service immediately (<a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a>). The sooner you report it, the easier it will be to resolve the matter.Consumer protection: The 14-day right of cancellation does not limit your right to complain about errors later. The pharmacy is liable for errors in accordance with the Consumer Protection Act. We therefore offer both a refund and a replacement product on a case-by-case basis, but the restrictions are stricter for medicines and hygiene products.

Do you offer refunds or exchanges?

You can return the product either by mail or to the store. The refund of the order/product payment will be made in accordance with the terms and conditions. Below are more detailed information:. Return by mail. Return to the store. Refunds. Full refu

You can return the product either by mail or to the store. The refund of the order/product payment will be made in accordance with the terms and conditions.Below are more detailed information:Return by mail<ul><li>Make a cancellation notice: Report the cancellation within 90 days of receiving the goods by email to <a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a>.</li><li>Pack the product carefully: Make sure that the goods are packaged in such a way that they will not be damaged during transport. The product must be in a substantially unchanged and undiminished condition, but you can open the packaging to check the properties of the goods.</li><li>Send the product: Return the product by mail according to the instructions of our customer service.</li><li>Return address: Apteekki 360 Ympyr&#xE4;talo, Siltasaarenkatu 18, 00530 Helsinki.</li><li>Return cost: A one-time fee of &#x20AC;7.90 will be charged for returns made by mail, which includes a &#x20AC;5.90 shipping fee and a &#x20AC;2 handling fee. The costs will be deducted from the refund amount of the returned order/product.</li><li>If the reason for the return is a product or seller error, the return is free of charge.</li></ul> Return to the store<ul><li>Make a cancellation notification: Report the cancellation within 90 days of receiving the goods by email to <a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a>. Note! Simply bringing the goods to the store is not sufficient for cancellation, but you must make a cancellation notification by email in advance.</li><li>Return the products: return the products to the cashier of the Apteekki 360 Ympyr&#xE4;talo store. Inform the staff of the order number and the customer service representative with whom you have agreed on the return.</li><li>For returns made to the store, we charge a 2&#x20AC; handling fee, which will be deducted from the refund amount of the returned order/product.</li><li>Note: Medicines, cosmetics, contact lenses and other hygiene products do not have the right to return unless they have a product defect. Please contact customer service (<a data-fr-linked="true" href="mailto:verkkokauppa@apteekki360.fi">verkkokauppa@apteekki360.fi</a>) for more detailed instructions.</li></ul> Refunds<ul><li>Timetable: The purchase price you paid will be refunded to you no later than 7 days after the return of the returned products.</li><li>Payment method: The refund will be made using the same payment method you used to purchase the product.</li><li>Deductions: The original shipping costs will not be refunded, and a return fee of &#x20AC;7.90 will be charged. If the product has become unsellable due to use, the pharmacy may charge an amount corresponding to the decrease in value or refuse to refund the entire amount.</li><li>Exceptions: If the return is due to a seller&apos;s error (e.g. the wrong product), you will receive a full refund without any costs.</li><li>Refunds for uncollected or late returns will be made in the form of a gift card, not in cash.</li></ul>Full refund policies <a href="https://apteekki360.fi/policies/refund-policy">here</a>.

How do I make a return?

According to the Consumer Protection Act (38/1978, Chapter 6, Section 16, Paragraph 4), there is no right of withdrawal for goods delivered sealed and which cannot be returned for health or hygiene reasons if the seal has been broken or for goods tha

According to the Consumer Protection Act (38/1978, Chapter 6, Section 16, Paragraph 4), there is no right of withdrawal for goods delivered sealed and which cannot be returned for health or hygiene reasons if the seal has been broken or for goods that can quickly deteriorate or expire. These include medicines, cosmetics, contact lenses and sexual health products.Medicines are manufactured, stored, transported and delivered in a controlled manner. This controlled supply chain ends at the pharmacy. If the medicine has been in the possession of the customer, the supply chain is considered broken and the pharmacy cannot take the medicine back for sale to another customer. This practice has been made to ensure the quality of the medicines and the safety of the consumer, and for this reason medicines do not have the right of exchange or return.Since medicines cannot be returned for sale according to the Medicines Act, they are considered expired products from the moment the product leaves the pharmacy premises. Therefore, medicines and veterinary medicines do not have a right of return.

Refunds and returns

What if my package gets lost or arrives damaged?

Do you offer refunds or exchanges?

How do I make a return?

Why is there no right of return for medicines?