Customer returns
Under the Consumer Protection Act, customers are entitled to return products ordered by them to the sender.
A customer return contract enables customers to return items flexibly and conveniently at the original sender’s expense. The customer can drop the item into a postbox (maximum thickness of items: 3 cm) or take it to a postal outlet, after which it will be delivered to the original sender.
A company that has made a contract will be charged the postage based on a separate agreement. Returned items are delivered to the addressee on working days (Mon–Fri).
Markings
- The word "Sopimustunnus", meaning contract number and the logistic contract number will be marked on top of the return address. A logistics contract number to be used for customer returns begins with the number 6. For example:
Sopimustunnus 654321
Distant Sales Co
P.O. Box 100
XXXX1 TOWN - Customers may drop items weighing up to 2kg into a postbox by marking them with ‘ASIAKASPALAUTUS’ (customer return) or ‘PALAUTUS’ (return). The sender is requested to write recipient’s contract number on top of the item, if it is available. If the customer wishes to receive a receipt, he/she must take the item to a postal outlet.
- Maximum dimensions of customer returns:
Maximum length + width + thickness = 900mm; maximum length 600mm.
For tubular items, maximum length + (diameter x2) 1,040mm; maximum length 900mm. - If the item weighs more than 2kg (parcel), the customer must take it to a post office and fill in a Customer return 14 address label. One section of the label is given to the customer as a receipt.
- The original sender (contracting party) can also print out a customer return address label in advance and pack it inside the original mail item.
A foreign company needs to have a postal address in Finland, and companies based in the Åland Islands should make an agreement with Posten Åland.
