Refund policy

Almost all products purchased from Kiska Merchandise Oy's online store have a 14-day right of exchange and return, which starts from the moment you receive the products. However, the right of return does not apply to underwear, intimate and hygiene products (such as earplugs) or gift cards or other digital products delivered immediately after payment.

Please note, however, that there is a fee for making a return in Kiska's online store. You can find the size chart of the shirt in question on each product's product page, which you should read carefully to avoid unnecessary hassle for you from making a return. If necessary, you can inquire about additional product information before placing an order from Kiska's customer service at kiska@kiskamerchandise.fi.

All returned products must be unused, clean, unstained, hairless and unmodified. Sealed products such as CDs, LPs & DVDs must be unopened. Kiska has the right to refuse a refund or only issue a partial refund if the returned product does not meet the above requirements.

If you wish to exchange or return a product, please contact Kiska's customer service at kiska@kiskamerchandise.fi. Please include your name, order number, the products to be returned, and information if you wish to exchange the product for another product. You will receive a response with more detailed instructions on how to make a customer return. Please note that different delivery methods have different return policies.

You can send the return in the original packaging, if the package is in good enough condition for re-sending. Please note, however, that the packaging of the return shipment is the customer's responsibility, and if the products to be returned in the order are damaged during the return shipment, Kiska is not obliged to pay a full refund. If you take the package to a store, remember to request a receipt for your return

The return must be sent within 14 days of submitting the return notification. The return shipment will be processed within 1-3 business days of receiving the return and the refund will be made once the product has been inspected. The refund will be made as soon as possible, but no later than 14 days after receiving the return.

Please note that it may take up to several business days for the refund to appear. The refund will always be made automatically to the same original payment method and you do not need to provide payment information separately for the return. If you used a gift card to pay for the order, the corresponding balance will be automatically returned to the gift card. When returning the entire order, the shipping costs will be refunded according to the most affordable shipping method, even if the customer had originally selected a more expensive shipping method for the delivery of the order.

If the order was paid for by invoice, the refund will be updated to the invoice to be paid. Please note, however, that if the invoice is due before the return is registered, the original invoice must be paid first. The invoice service provider will credit and refund the payment afterwards, once the refund has been processed.

Kiska Merchandise Oy is also not responsible for the costs incurred by a shipment that is returned undelivered or uncollected or due to incorrect recipient information (name, address, telephone number), because this is not a normal customer return. An uncollected order is not the same as an order cancellation. We charge €19.99 for processing an uncollected order, which is deducted from the amount to be refunded. The returned order will be processed and canceled, and then the original order amount, minus €19.99, will be refunded using the same original payment method. Once the refund has been made, the order is completed. If you wish, you can place a completely new order. If the order is returned to us undelivered, we will contact you separately and offer you the opportunity to resend the order at your own expense.

 

Complaints / Wrong product

If you receive a defective or incorrect product, please contact Kiska's customer service kiska@kiskamerchandise.fi as soon as possible. Please include your name, order number, description and a few pictures of the defective product or packaging in the message. If you pick up the shipment from the office and notice that the package has been damaged in transit, please file a damage report for the shipment immediately. If the packaging used to ship the product is damaged, please also send pictures of the damaged packaging for the purpose of investigating the complaint. We will contact you as soon as possible and you will receive the necessary instructions on how to proceed.

A complaint about a defective product must be made within a reasonable time of discovering the defect, at the latest within two months of discovering the defect. Please note that the color tones of the product may look different from the screen, so a possible color tone of the product that differs from the image is not a reason for a complaint.