Do you offer refunds or exchanges?Updated 2 days ago

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 €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'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. €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: 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'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 (Ympyrätalo, Helsinki). If you want shipping, it costs €4.90, but for pickup orders over €65, you will receive free shipping.

No automatic replacement: A replacement product will not be sent automatically in cancellation situations, but requires a complaint and an error on the seller's part. Please contact customer service ([email protected]) 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 ([email protected]). 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.