Do you offer refunds or exchanges?Updated a month ago

Apteekki 360 offers a refund or replacement product depending on the situation. The return costs may be invoiced separately or deducted from your refund. Read more below on when and how you can receive a refund or a 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 within seven business days of us receiving your cancelled order. The refund will be made using the same payment method you used to make the purchase.

Deductions: The original shipping costs are not refundable, and a fee of €7.90 per return will be charged. This fee is deducted directly from the payment amount before refunding. 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 a wrong or damaged product due to our error, you will receive a full refund without additional costs. In this case, both the return shipment and new delivery are free of charge.

Uncollected and returned orders: We store uncollected orders for 2 weeks. If the order is not collected within the time frame and the customer does not respond to our customer service, we do the following:

1. Medicinal products will be destroyed,
2. Other products will be restocked if possible,
3. The 7.90€ return fee and the value of unsellable products will be deducted, 
4. The remaining amount will be refunded as an Apteekki 360 store credit.

Exceptions: Medicines, pet medicines, and some cosmetics and hygiene products do not have the right to return (or refund) except in cases of product defects, because they cannot be returned for sale.

2. Replacement product

In case of error: If you received a wrong or defective product due to our error, you 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. Our customer support will assist you with the details.
• In-store: If the order was a pickup order, the error will be corrected at the Apteekki 360 store (Ympyrätalo, Helsinki). If you prefer to replace the products by mail, we will charge you the standard shipping fee (4.90€). Exception: If the value of your original pickup orders was over €65 (excluding medicines), we will provide the replacement shipment free of charge.

A replacement product will not be sent automatically, but a complaint and the necessary information must be submitted before proceeding. Please get in touch with customer service ([email protected]) to arrange this.