Right of return

With products ordered from our online store with consumer customers has the right to cancel the product or the entire order within 14 days of the product arriving at the recipient. The cancellation period expires 14 days after the product has been received.

To exercise your right of withdrawal, please notify us of your decision to cancel the product or the entire order in an unambiguous manner by email to info@bestbuddy.fi.

Please also note that leaving a package unclaimed at a Posti office or at a Posti parcel machine is not the same as a customer return or cancellation. A handling fee of €15 will be charged for any package left unclaimed within the storage period specified by Posti and for which no separate cancellation notice has been made.

  • The cancelled product or products must be returned to Bestbuddy without delay and no later than 14 days after the cancellation notice is submitted.
  • The product must be returned in its original packaging or otherwise well packaged.
  • The product must be in resaleable condition. (If you are fitting the product to a dog, please be careful not to stain the product and clean any hair that may have stuck to it.)
  • We do not offer free exchanges or returns, and the customer must pay the shipping costs themselves.
  • We will make the refund using the payment method used to pay for the product, unless the customer has expressly agreed otherwise.

Upon receipt of the delivery, check the condition and integrity of the delivered products and make sure that the delivery includes all the ordered products. You must check the online store shipment (condition of the ordered products) immediately after receipt or at the latest within 7 days of receipt. If you notice any deviations, please contact BestBuddy customer service as soon as possible (email info(at)bestbuddy.fi). BestBuddy is liable for product defects in accordance with applicable consumer protection legislation. If the product or delivery is found to be defective, BestBuddy has the primary right to correct the defect within a reasonable time or deliver a replacement product without defects.

You may refuse to accept the product if the damage to the product is clearly visible (e.g. the product packaging is damaged). In these cases, you can fill out the Posti damage notification form with a Posti officer or contact BestBuddy customer service (email info(at)bestbuddy.fi).

If you have already received the product and notice that the product is damaged, please contact our customer service and describe the damage. To facilitate our service, please take photos of the damaged product and send the photos to info@bestbuddy.fi. Please include your order number and details of the damage you have noticed in your email.

However, BestBuddy has the right to withhold refunds until BestBuddy has received the cancelled product back or until the customer has proven that they have sent the product back.

The customer is responsible for the care of the product they receive. The customer is liable up to the full price of the product for any diminished value of the product that results from handling other than that necessary to establish the nature, characteristics and functionality of the goods.

Right of exchange

Products ordered from our online store do not have the right to exchange, only a 14-day right of return. If you want a new product to replace the one you ordered, you must follow the return instructions above and place a new order normally in our online store. The product to be returned must be unused and must be returned in its original packaging. We will refund the price of the product you returned to you once we have processed your return. The new order is normally paid for in connection with the online store order.

Right of return and exchange