Return Policy

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Overview

At Energyoung, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, and we are committed to making the return process as smooth and straightforward as possible. This Return Policy outlines the conditions under which we accept returns and process refunds for products purchased through our website.

We comply with the Finnish Consumer Protection Act (kuluttajansuojalaki) and EU consumer protection directives, which grant consumers certain rights regarding online purchases. Please read this policy carefully to understand your rights and our procedures.

Eligibility for Returns

You may return most products purchased from Energyoung within 14 days of receiving your order. This 14-day withdrawal period is in accordance with EU consumer protection regulations. To be eligible for a return, the following conditions must be met:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging, with all tags, labels, and protective materials intact
• You must provide proof of purchase, such as an order confirmation email or receipt
• The return request must be initiated within 14 calendar days from the date you received the product
• The item must not show signs of use, wear, damage caused by the customer, or alteration

In addition to the statutory 14-day withdrawal period, we offer an extended 30-day return window for most of our products as a gesture of goodwill toward our valued customers. This extended period begins from the date of delivery and applies to items in their original, unused condition.

Return Process

To initiate a return, please follow these steps:

• Contact our customer service team through our contact page or by calling us at +358 50 300 7989 to inform us of your intention to return a product
• Provide your order number, the item you wish to return, and the reason for the return
• Our team will respond within two business days with return authorization and detailed instructions for shipping the item back to us
• Package the item securely in its original packaging to prevent damage during transit
• Ship the item to the address provided in our return authorization, using a tracked shipping method for your protection
• Retain your shipping receipt and tracking number until the return has been processed

Please do not send items back to us without first obtaining return authorization. Unauthorized returns may not be accepted or may experience delays in processing.

Refund Details

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund. If your return is approved, your refund will be processed according to the following guidelines:

• Refunds will be credited to your original method of payment within 14 business days of receiving the returned item
• The refund amount will include the full purchase price of the returned item
• Original shipping costs will be refunded if the return is due to an error on our part, such as sending the wrong item or a defective product
• If the return is for a reason other than our error, the original shipping cost may be deducted from your refund
• Please note that depending on your financial institution, it may take an additional five to ten business days for the refund to appear in your account

Exchanges

If you would like to exchange a product for a different item, we recommend returning the original product for a refund and placing a new order for the desired item. This approach usually offers faster processing and depends on current product availability. If you prefer a direct exchange, please contact our customer service team and we will do our best to accommodate your request, subject to product availability.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us immediately or within 48 hours of receiving your order. We will arrange for a replacement or full refund at no additional cost to you. To help us resolve the issue promptly, please provide the following:

• Your order number and the date of delivery
• A detailed description of the damage or defect
• Photographs clearly showing the damage, defect, or incorrect item received
• Photographs of the packaging if the damage appears to have occurred during shipping

We take quality control seriously and will investigate all reported issues to prevent similar occurrences in the future. In cases of damaged or defective items, we will cover all return shipping costs and expedite the replacement or refund process.

Non-Returnable Items

Certain items are not eligible for return or refund. These include:

• Personalized or custom-made items that have been specifically tailored to your specifications
• Items that have been used, written in, or altered from their original condition
• Gift cards and promotional vouchers
• Items purchased during clearance or final sale events, unless they arrive damaged or defective
• Digital products or downloadable content that has been accessed or downloaded

If you are unsure whether an item qualifies for a return, please contact our customer service team before initiating the return process.

Shipping Costs for Returns

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part, such as a defective product, incorrect item shipped, or damage that occurred during transit. In such cases, we will provide a prepaid return shipping label or reimburse your return shipping costs.

We recommend using a trackable shipping service and purchasing shipping insurance for items valued over fifty euros, as we cannot guarantee that we will receive your returned item without tracking information. Energyoung is not responsible for items lost or damaged during return shipping when no tracking or insurance is provided.

Processing Time

Return processing typically takes five to seven business days after we receive the returned item at our facility. During peak seasons or promotional periods, processing may take up to ten business days. We will notify you by email once your return has been received and when the refund has been processed.

If you have not received a confirmation email within ten business days of sending your return, please contact our customer service team with your return tracking information so we can investigate the status of your return.

Late or Missing Refunds

If you have not received your refund within the expected timeframe after receiving our refund confirmation email, we recommend the following steps:

• Check your bank account or credit card statement again, as refunds may take several days to appear
• Contact your bank or credit card company, as processing times may vary between financial institutions
• If you have completed all of these steps and still have not received your refund, please contact us for further assistance

Cancellation Policy

Orders may be cancelled free of charge if the cancellation request is received before the order has been shipped. Once an order has been dispatched, it cannot be cancelled and must follow the standard return process outlined above. To cancel an order, please contact us as soon as possible with your order number and we will confirm whether the cancellation can be accommodated.

Contact Us

If you have any questions about our Return Policy or need assistance with a return, please do not hesitate to contact us:

• Address: Vaasankatu 14, 00500 Helsinki, Finland
• Phone: +358 50 300 7989
• Email: talk@energyoung.world

Our customer service team is available Monday through Friday, 09:00 to 17:00 (Helsinki time), and we strive to respond to all inquiries within two business days.