Refund policy

The customer has the right to cancel a product ordered from the online store within 14 days without giving any reason. The cancellation period ends 14 days after the product has been received. In order to exercise the right of cancellation, the customer must notify Semiphoras of their decision to cancel the product by email at info@semiphoras.com or via the contact form available on our website. The customer must return the cancelled product to Semiphoras at the address specified below without delay and no later than 14 days after submitting the cancellation notice. The deadline is met if the customer sends the goods back before the 14-day period has expired. The customer is responsible for the return shipping costs.

Please note that digital products – such as course and training videos or other downloadable or streaming content – have a 14-day cancellation right only if downloading or using the content has not begun. If downloading or use is started within the cancellation period, the customer loses the right to cancel, as the products are available immediately after order confirmation and can be consumed right away.

Without restricting the provisions of consumer protection legislation, the right of cancellation does not apply, for example, in the following situations:

  • The contract concerns goods that are manufactured or modified according to the consumer’s specifications or clearly tailored to the consumer’s personal needs.

  • The delivery of a digital product electronically has begun before the end of the cancellation period at the consumer’s request or consent as referred to in the Consumer Protection Act, and the consumer has been informed that the right of cancellation is not available in such a case.

We are not obliged to accept returns or provide compensation for products that are damaged or used. Therefore, products should be handled carefully before making a final purchasing decision. To process a return, we require a receipt or proof of purchase.

The product(s) must be returned in the original packaging or otherwise well-packaged. If you are returning a product valued at more than €75, we recommend using a trackable shipping service or purchasing shipping insurance. If the return shipment is lost, Semiphoras is not responsible for reimbursing the lost shipment.

The customer has a duty of care for the product received. The customer is liable up to the full value of the product for any decrease in value resulting from handling the item other than what is necessary to establish its nature, characteristics, and functioning.

When returning the entire order, we will refund the price of the products but not the delivery costs. When returning only part of the order, we will refund the price of the returned products but not the delivery costs.

Note: When delivering a product return at a Posti service point, remember to request and keep the receipt, as only this receipt contains the tracking number for the customer return shipment.

EXCHANGE POLICY

Products ordered from our online store do not have an exchange right, only a 14-day return right. If you wish to order a new product to replace the one returned, you must follow the return instructions above and place a new order normally in our online store.

REFUNDS

We will refund the customer all payments received concerning the cancelled product without delay and in any case no later than 14 days after receiving the cancellation notice. Semiphoras, however, has the right to withhold the refund until Semiphoras has received the returned product back.

Note: We do not refund the delivery costs of the original order nor the delivery costs of returned product.

LATE OR MISSING REFUNDS

If you have not received your refund, please check your bank account again. If the refund is still missing, contact your credit company, as refund processing may take time. Then contact your bank. It may take some time before the refund is posted to your bank account. If you still have not received your refund after these steps, please contact us at info@semiphoras.com.

UNCLAIMED SHIPMENTS

Failing to collect a parcel is not the same as returning or cancelling an order. For unclaimed parcels for which no separate cancellation notice has been submitted, we will charge a €10 delivery fee.

SPECIAL TERMS FOR DIGITAL GIFT CARDS

If you return an order purchased with a gift card, we will refund the amount back to the gift card and it can be used for your next purchase. A gift card cannot be exchanged for cash. We are also not responsible if a digital gift card ends up in the recipient’s spam folder or quarantine, as this depends entirely on the recipient’s email settings and is beyond our control. We are not responsible for service disruptions by third parties that may interrupt the delivery of gift cards (force majeure).

COMPLAINTS (RECLAMATION)

You must inspect the shipment (the condition of the ordered products) immediately upon receipt or at the latest within seven (7) days from receiving it. Any defect or deficiency in the product, any product incorrectly delivered by Semiphoras Oy, or any damage that occurred during transport must be reported without delay to info@semiphoras.com.

You may refuse to accept the product if the damage is clearly visible (for example, if the product packaging is damaged). In such cases, you may fill in Posti’s damage report form together with the Posti clerk or contact Semiphoras customer service.

If you have already received the product and notice that it is damaged, please contact our customer service immediately. In your email, please include your order number and a detailed description of the defect. To facilitate the process, please take photographs of the damaged product and send them to: info@semiphoras.com

We will respond to your complaint within three (3) working days with further instructions.

Please note that the right to make a complaint applies only to original defects in the products, not to wear, use-related damage or breakage. The complained product will always be inspected by Semiphoras Oy before a final decision is made. As a consumer customer, you have the right to the remedies provided by consumer protection legislation in situations where a product we sell is defective.

RETURN ADDRESS

Semiphoras Oy
Naurismäki 15
02340 Espoo
Finland

We reserve the right to amend our refund policies.