1. Contact for returns and refunds
Return and refund requests should be directed to talk@originalexceptio.world or by post to Originalexceptio.world, Asematie 4, 01300 Vantaa, Finland. Include your order reference, the email used at purchase, and a concise description of the issue. Photos help us diagnose packaging damage without asking you to reship unnecessarily.
Response cadence. We acknowledge return requests within a few business days and provide instructions tailored to your region and carrier options.
2. Right of withdrawal for distance contracts
If you qualify as a consumer under EU law, you generally have fourteen days to withdraw from a distance contract without giving any reason, counting from the day you acquire physical possession of the goods. Exceptions exist for sealed goods unsuitable for return due to health protection or hygiene reasons when unsealed after delivery, provided the exception was clearly disclosed before purchase and is valid under applicable law.
To exercise withdrawal, send a clear statement before the deadline. You must send goods back without undue delay and in any event no later than fourteen days from the day you communicate withdrawal, unless we offer collection.
3. Condition of returned goods
Items should be unused, complete, and in original packaging where reasonably possible. We may make a deduction if the value of the goods has diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning. Sealed food supplements may not be returnable once opened if hygiene regulations apply.
4. Refund procedure and timing
After we receive and inspect eligible returns, or receive proof that you have sent them, we issue refunds using the same payment method you used unless you agree otherwise. Refunds are processed without undue delay and no later than fourteen days from receiving the goods back or evidence of return, subject to payment-provider settlement times which are outside our direct control.
5. Defective or incorrect deliveries
If goods are defective or not as described, statutory remedies may include repair, replacement, price reduction, or contract termination depending on severity and timing. Contact us promptly with photographs of the outer carton, batch details visible on the label, and a short explanation. We cooperate in good faith with postal investigations when parcels arrive damaged.
6. Costs of returning goods
For withdrawal, you bear the direct cost of returning goods unless we agree otherwise or we failed to inform you that you must bear that cost. If we supplied faulty goods, we reimburse reasonable return postage where the law requires.
7. Non-refundable or restricted categories
Personalized goods, perishable items, or digital content delivered with your consent and acknowledgment of waiver of withdrawal may be excluded where permitted. Any such limitation will be clearly stated before checkout.
8. Chargebacks and payment queries
Contact us before initiating a chargeback so we can correct legitimate issues quickly. Chargebacks may delay resolution while banks complete their workflows.
9. Changes to this Policy
We may update this Refund Policy to reflect logistics partners, legal requirements, or product categories. The version date indicates the latest comprehensive review. Your order is governed by the Policy in force at the time of purchase unless a change is required by law and benefits consumers retroactively.