Delivery and return terms
- The receipt or invoice of purchase must be kept for warranty or defect liability reasons
- The products are subject to a right of refund and exchange of 30 days, please read the terms of exchange under “Customer returns”.
- The warranty does not apply in the case of physical or mental neglect of the product
- In the event of damage due to transportation, the customer must notify Colourball Oy no later than five days after receiving the goods.
- Colourball Oy is not responsible for possible customs duties for deliveries.
The terms in detail
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When ordering, the customer must always provide information regarding their name, address, e-mail address, postal address, and phone number(s).
As a corporate customer, please provide the name of the company, address, contact person, e-mail address, business ID, and phone number(s).
Customers younger than 18 must fill in the name of their custodian in the name field.
Our delivery times in Finland take usually 1- business day, and outside of Finland1-14 business days. Read more about delivery times here. If these times won’t apply for some reason, we will notify you of the expected delivery time by e-mail or phone.
Colourball Oy doesn’t cover delays, damage to the product, or other indirect harm caused by delayed delivery in the event of a force majeure. Colourball Oy reserves the right to change its terms of delivery. The customer must get acquainted with the delivery terms that apply, before placing an order.
Shipping costs are presented after adding the items you want to the shopping cart and proceeding to checkout.
Customer returns from inside Finland
We want you to be satisfied with the products you have ordered, so we give our products a 30-day right of exchange and return.
You have the right to exchange the products you ordered free of charge for another similar product or a different product. If the value of the order is less than the original, we will refund the difference in products, or if the order will be higher in value, we will invoice the difference. One free exchange per order. After that, we charge € 4.90 per shipment.
If the customer returns the entire order, the refund only applies to the amount of the products, delivery costs will not be refunded. All campaign discounts will also be canceled if the campaign condition is not met after the returned products (e.g. free shipping costs). The original delivery costs of 4.90 euros always remain to be paid for the order.
We recommend that you notify Klarna of the exchange/return if you have chosen an invoice as the payment method, in which case the invoice will go on hold and it will not hurt to exceed the due date. You will receive an updated invoice in your email once we have processed your return. Also, check your spam folder.
The easiest way to notify us of a return is with the Klarna app, which you can download to your phone from the Google Play Store or the Apple App Store.
Customer returns from outside of Finland
We want You to be happy with the products purchased and therefore we cover our products with a 30-day exchange and return right. You have the right to exchange the product for a similar one or a completely different product
All items have to be unused with labels and packaging intact. When you return or exchange any product, you must cover the shipping charges. As soon as we receive your return, we will process your exchange or refund request. Please note that you will not be reimbursed for the original shipping charges. Any refunds made by us will be processed back to the original payment method when you placed your order.
Before customer return, please contact us via email at asiakaspalvelu @ pahis.fi and we will provide you instructions regarding the return. Please write in Finnish or English because unfortunately, we cannot process messages in other languages.
Contact us before 30 days have passed. In case you contact us after 30 days, the product has no longer the right of return. A return without contacting us does not qualify as a customer return.
We do not take responsibility for any items lost during the return shipping.
As soon as we receive your return shipment, we aim to process your request within 3 business days and will send you an email confirmation once processed. Please note that we cannot cover return shipping costs and that you are responsible for items lost in shipping.
If the customer returns the entire order, the refund covers the total amount of the products only, and shipping costs are not refunded.
If you have any questions regarding the process, please contact us.
We will refund you the price of the returned products when we receive your return. The money will be refunded to the payment method you used when ordering. If you have paid online banking as a payment, our payment agent Klarna will contact you by email for a refund.
Instructions for making a return
Fill out the return form you received via email and include it with the shipment. If you do not have the opportunity to print the form, you can notify us about the return either by e-mail asiakaspalvelu @ pahis.fi or write a free-form message according to the shipment with the following information:
- order number or your full name and address
- returnable products
- tell us if you want to exchange the returned products for replacement products, such as the size of the product or another product
- do not mark the original packaging of the products (eg shoe box)
- the product (s) back to you and we will also have to charge you € 4.90 for shipping.
- note that your name can be found on top of or inside the package to be returned
- Products that have been washed, used, or in any other way neglected cannot be returned or replaced. The products must be returned in as good as new condition. Hygienic products such as piercing jewelry and ear piercing earrings cannot be returned! This applies to hair dyes, cosmetics, and swimming suits as well!
- We only accept returns of flawless products in as good as new condition. No stains or cat hair, please!
Orders are not picked up
In the event of an order not being picked up, the customer pays the shipping costs. Please fill in your contact details carefully when placing your order, this way the transport company can send you a pick-up notification.