Exchanges, returns and right of withdrawal

Consumer customers have a statutory 14-day right of withdrawal for online purchases under the Finnish Consumer Protection Act.

The withdrawal period begins on the day you receive your order. If you wish to exercise your right of withdrawal, you must notify us within 14 days of receiving your order.

Once you have submitted your withdrawal notice, the items to be returned must be sent back within 14 days of submitting the withdrawal notice.

The right of withdrawal and return does not apply to products made or altered according to the customer’s wishes.

1. How do I cancel my order or submit a withdrawal notice?

If your order has not yet been processed for shipping, you can cancel it yourself on the order confirmation page or through your customer account. You can access the order confirmation page via the link in your order confirmation email. If the cancellation is successful before shipping, the order will be cancelled and the payment will be refunded automatically to the original payment method.

If your order has already been processed for shipping or delivered, you can exercise your right of withdrawal by filling in the withdrawal form available on our website:

[Withdrawal form]

You will receive confirmation of receipt of your withdrawal notice by email without undue delay.

You can also notify us of your withdrawal by email at ruskovilla@ruskovilla.fi or by using the form included with the returned items.

2. Exchanges

If you wish to exchange an item for another size, colour or product, return the item according to the return instructions below and mark your exchange request on the customer return form included in the parcel.

If the requested exchange item is available, we will send it to you after your return has been processed. If the requested exchange item is not available, we will refund the returned item to the original payment method.

3. Returns

Returned items must be clean and carefully packed. You may try on and inspect the item in the same way as you would in a physical store.

If the item has been used more than necessary to establish its nature, characteristics and functioning, and its value has decreased as a result, we may deduct the loss in value from the amount refunded.

Pack the items carefully and include the completed customer return form in the parcel. If you no longer have the form, please include at least your name, order number, the email address used for the order and information about the items you are returning.

Returns from Finland

In Finland, customer returns are free of charge via Posti.

You can start the return on Posti’s website

Select “Return with contract number” and enter the contract code 685054.

You can also take the parcel to a Posti service point and return it using the contract code 685054.

Return address:

Ruskovilla Oy
Kinnarintie 32
16200 ARTJÄRVI
Finland

Tel. +358 44 902 3832
Email: ruskovilla@ruskovilla.fi

Please remember to ask for and keep the receipt and tracking number when you leave the return parcel at a Posti service point. This allows us to track the return shipment if needed.

Returns from other countries

For returns from countries other than Finland, the customer is responsible for the return shipping costs, unless the item is faulty, defective or incorrectly delivered.

Send the return to:

Ruskovilla Oy
Kinnarintie 32
16200 ARTJÄRVI
Finland

Tel. +358 44 902 3832
Email: ruskovilla@ruskovilla.fi

We recommend using a tracked shipping method. Please keep the return receipt and any tracking number until the return has been processed.

4. Condition of returned items

Returned items must be clean, resaleable and carefully packed. You may try on and inspect the item in the same way as you would in a physical store, but the item must not be taken into use.

We check the condition of all returned items before processing a refund or sending an exchange item.

If the item has been used more than necessary to establish its nature, characteristics and functioning, and its value has decreased as a result, we may deduct the loss in value from the amount refunded.

If the returned item requires cleaning or other measures to restore it to a resaleable condition due to stains, odours or pet hair, for example, we may deduct the reasonable costs of this work from the amount refunded. The cost is determined according to the required cleaning or restoration work. For example, removing pet hair or stains may usually result in a cleaning charge of 20% of the item’s price.

If the returned item has been taken into use or its condition has deteriorated to the extent that it can no longer be restored to a resaleable condition, we may deduct the full loss in value from the amount refunded. In such cases, we will contact the customer before the matter is finalised.

The customer is responsible for the shipping costs if they wish to have a non-resaleable item returned to them.

5. Refunds

Refunds are usually processed within one week after we have received the return and checked the condition of the returned items.

We refund the money to the same payment method used for the order.

• It may take up to 14 business days for the refund to appear in your bank account. This depends on the payment method used and is outside our control.
• If you paid by credit card, the refund will be made to the same card used for the order.
• If you paid by invoice, the refund will be deducted from the invoice total.
• Orders paid with a gift card will be refunded to the gift card.

If you have not received the expected refund, please contact your payment service provider first, or our customer service if needed.

If the return shipment is lost in transit, we will handle the situation case by case based on the return receipt or tracking information.

If you chose a delivery method other than the least expensive standard delivery option we offer, the additional delivery costs will not be refunded.

6. Uncollected shipments

Leaving a shipment uncollected is not a withdrawal notice. If you wish to cancel your order before collecting the parcel, submit a withdrawal notice using the withdrawal form or notify us in another clear way.

If a shipment is not collected and no withdrawal notice has been submitted, we may deduct the costs caused by the return of the uncollected shipment from the refund, in accordance with our order and delivery terms.

Page updated: 17.6.2026