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Returns & Refunds Policy
Last updated:
This Returns & Refunds Policy applies to purchases made from Krilala Living (Krilala Oy) at https://krilala.eu.
1. 14-day right of withdrawal (EU/EEA consumers)
If you are a consumer in the EU/EEA, you generally have the right to withdraw from your purchase within 14 days from the day you receive the goods, without giving any reason, unless an exception applies (see Section 4).
To start a return, email us at krilaoy@gmail.com with:
- Order number
- Item(s) you want to return
- Your name and contact details
- Photos (if the item is damaged)
2. Return conditions
Returned items must be:
- Unused, undamaged, and in resaleable condition
- Returned with all original packaging, parts, and accessories (where applicable)
We may reduce the refund if the item has been handled beyond what is necessary to establish its nature and functioning.
3. Return shipping costs
- Unless the product is faulty/damaged or we made an error, the customer is responsible for return shipping costs.
- If the item is faulty/damaged or incorrect, we will cover reasonable return shipping costs or arrange pickup (case-by-case).
4. Exceptions (non-returnable items)
The right of withdrawal may not apply to:
- Made-to-order or customized products
- Sealed goods that are not suitable for return for health/hygiene reasons if unsealed
- Other exceptions permitted by applicable law
If you are unsure whether an item is returnable, contact us before ordering.
5. Refund timing
Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds are made to the original payment method.
6. Damaged items / shipping damage
Please inspect your delivery immediately. If your item arrives damaged:
- Contact us within 48 hours of delivery at krilaoy@gmail.com
- Include photos of the damage and packaging
- We will offer a replacement, repair, or refund depending on the case
7. Order cancellation
If your order has not yet been dispatched, you may request cancellation by emailing krilaoy@gmail.com as soon as possible. If already shipped, you can return under this policy.
8. Contact
Krilala Oy (Krilala Living)
Business ID: 3496065-9
Vantaa, Finland
Email: krilaoy@gmail.com