We want you to be happy with your purchase. If a product you ordered is not suitable for you, you can return it by following the instructions below.
Right of withdrawal and return period
As a consumer shopping in our online store, you have the right to withdraw from your purchase within 14 days of receiving the products. You can return your entire order or some of the products in it.
Notify us of your withdrawal by email at [customer service email address] or by another clear statement. Include your name, order number and the products you wish to return. Giving a reason for the return is optional.
Send the products back no later than 14 days after notifying us of your withdrawal. Simply failing to collect a parcel does not constitute a withdrawal notice.
Product condition and packaging
Return the product unused, unwashed and clean. You may inspect and try it on in the same way as you would in a shop, but you must not use it for training or any other purpose.
We ask you to keep the product tags attached and return the product in its undamaged original retail packaging, together with all included parts. Opening the packaging to inspect or try on the product does not prevent you from returning it.
Pack the product carefully for transport. Protect the retail packaging with separate outer packaging, and do not attach address labels or tape directly to the retail packaging. Remove or cover any old address labels and barcodes on the outer packaging.
If the product has been handled beyond what is necessary to establish its characteristics and suitability, and its value has decreased as a result, we may deduct an amount corresponding to the actual loss in value from your refund.
Sending your return
Include the following information inside the return parcel:
- Customer name
- Order number
- Products being returned
- Email address
Take the parcel to a Posti service point and provide the following details:
Recipient: Macaco Branco Oy
Posti return code: 641217
Keep the return receipt and tracking number until your return has been processed and your refund paid.
If you are returning products from outside Finland, contact our customer service for shipping instructions.
Return costs
The customer is responsible for the cost of returning a non-defective product. When you use our Posti return code, the return fee is €[amount] per return parcel.
We deduct the return fee from your refund. You do not need to pay postage at the Posti service point. Only one return fee is charged for products returned in the same parcel.
Refunds
Once we have received your return, we will process it and refund the price you paid for the returned products to your original payment method. The return fee stated above and any loss in the product’s value will be deducted from the refund.
We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice. However, we may withhold the refund until we have received the products back or you have provided evidence that you have sent them back, whichever happens first.
If you withdraw from the entire order, we will also refund the original delivery costs up to the cost of the least expensive standard delivery option we offer. Additional costs for a more expensive delivery method, such as express delivery, will not be refunded.
Incorrect or defective products
If you have received an incorrect or defective product, contact our customer service. Provide your order number and describe the problem. You may attach a photograph to help us resolve the issue.
We cover the return costs for incorrect or defective products. The return fee stated above does not apply in these cases. Your right to make a claim concerning a defective product is not limited to the 14-day withdrawal period.
International returns
For returns sent from outside Finland, the customer is responsible for the return shipping costs and pays them directly to their chosen carrier. These costs will not be refunded.
Posti return code 641217 is intended for returns sent from Finland. Before sending an international return, contact our customer service for the return address and shipping instructions. Keep your shipping receipt and tracking number while your return is being processed.
If the return is due to an incorrect or defective product supplied by us, we also cover the return costs for international returns. In this case, contact our customer service to arrange the return.
