Hotel Basic Pocket sprung base, 120x200 cm, Sawana 25 brown

See section 8 of this page for exchange and return instructions. Please read the terms carefully before exchanging or returning a product.

1. Free exchanges and returns

Returns and exchanges of saleable products are free of charge for the customer if the following conditions are met:

• The customer contacts the seller before returning the product by emailing info(at)sisustus1.fi within 14 days of receiving the order, or via the return link.
• The return is made according to the seller's instructions, using the return method or code provided by the seller.

Free returns do not apply to:

• Made-to-order products
• Furniture or products supplied specifically for the customer
• International orders (orders delivered outside Finland)
• Products with no right of return
• Business customer orders

For orders delivered outside Finland, the customer is always responsible for any return costs. We recommend using a reliable, tracked delivery service.

The right of return does not apply to free items included in promotions. For example, a customer cannot return a mattress protector received free with a bed purchase and receive a refund equal to its value. Likewise, if a customer orders a product that comes with a free item, the free item or items must also be returned when exchanging or returning the product, and must meet the exchange or return conditions. The original product must meet those conditions for an exchange or return to be possible. If the customer does not return the free items, or they do not meet the return conditions, their price including tax at the time of sale will be charged.

If the customer returns a product without prior notice or without the seller's instructions, the customer is responsible for the return costs. In that case, the customer must arrange delivery to the seller's warehouse using a method of their choice.

The online store has promotions that activate when an order exceeds a specified value and meets any other conditions set by the promotion. If returned products reduce the order value below the promotion's minimum amount, the discount or promotional benefit expires. The customer must then also return any gift or benefit received through the discount. If the gift or benefit is not returned, the company may charge the customer for its value. If the benefit was free delivery, a delivery charge of €6.90 will be deducted from the product refund.

2. Right of return

Under the Consumer Protection Act, the customer has the right to cancel the order or exchange part of it within 14 (fourteen) days of receiving the product. Products returned or exchanged must be unused, in a saleable condition and packed in their intact original product packaging. We offer free exchanges and returns for saleable products that meet the return conditions. Products with attached tags must be returned unused, with the tags in their original positions. 

Hygiene products may be exchanged or returned if their seal and packaging are intact and unopened. Otherwise, hygiene products cannot be returned or exchanged. If a hygiene product is packed in sealed packaging, it cannot be exchanged or returned once the seal is broken. Hygiene products include, for example, pillows, duvets, protectors, mattress toppers, bed linen, mattresses, beds and underpants.

See section 3 for product-specific return rights.

The right of return under the Consumer Protection Act applies to distance sales where the customer has not had the opportunity to inspect the product.

Free returns mean that the customer can return a product without paying a separate return charge, such as postage. The delivery fee, meaning the original charge for sending the order, is not refunded unless the delivered product is defective. If an order qualified for free delivery through an online store promotion, for example by exceeding a minimum order value, and a return brings the order value below that threshold or otherwise means the promotion's conditions are no longer met, a delivery charge of €6.90 will be deducted from the refund. Likewise, any products received as a promotional benefit must be returned in a saleable condition.

The customer is responsible for return costs for products made specifically for them, such as mattress toppers, beds, sofas and headboards.

If an order uses an offer such as Buy 1, get 1 free or Buy 1, get the second at 50% off, any return must first be applied to the discounted item. For example, if you wish to return only one of the items, the refund will be based on the discounted item's price. If you return both items, the refund will cover the value of both. 

If you return a product that came with a free item, the free item must also be returned in a saleable condition. Otherwise, the free item's normal selling price will be deducted from the refund for the original product.

3. Right of return by product category

1. Pillows – You can exchange or return an unopened pillow from the Hotel Luxus range or Quilts of Denmark in a saleable condition within 14 days of receiving it. If the product has a seal, it must be intact, unopened and in its original position. Pillows from Hoie, Brinkhaus, Butterfly Silk of Copenhagen and Fossflakes, and ergonomic pillows, cannot be returned or exchanged after receipt.
2. Duvets – You can exchange or return an unopened duvet from the Hotel Luxus range or Quilts of Denmark in a saleable condition within 14 days of receiving it. If the product has a seal, it must be intact, unopened and in its original position. Duvets from Hoie and Butterfly Silk of Copenhagen cannot be returned or exchanged after receipt.
3. Bed linen – You can exchange or return all bed linen within 14 days of receipt if the product's hygiene seal is intact. 
4. Mattress and pillow protectors – You can exchange or return all protectors within 14 days of receipt if the product's hygiene seal is intact. 
5. Beds – Orders may be cancelled within 14 days of being placed. Beds are always individually made to the customer's order. Beds cannot be exchanged or returned. 
6. Mattresses – Orders may be cancelled within 14 days of being placed. If the mattress does not have upholstery fabric, an unopened mattress in its intact original packaging may be returned within 14 days of receipt. Mattresses upholstered according to the customer's choices cannot be exchanged or returned.
7. Headboards and ottomans – Orders may be cancelled within 14 days of being placed. Headboards and ottomans are always individually made to the customer's order. They cannot be exchanged or returned.
8. Bathrobes, pyjamas and accessories – You can exchange or return all bathrobes, pyjamas and accessories within 14 days of receiving the order if the products are unused and in their original packaging, with all tags and parts in their original positions.
9. Incontinence products – You can exchange or return incontinence products within 14 days if the product's hygiene seal is intact and in its original position.
10. Towels – You can exchange or return unused towels within 14 days of receiving them.
11. Chairs and tables – You can exchange or return chairs and tables within 14 days if they are in their original, intact and unopened packaging.
12. Sofas, sofa beds and armchairs – Orders may be cancelled within 14 days of being placed. Sofas and armchairs are always individually made to each customer's order and therefore cannot be exchanged or returned.
13. Blankets – You can exchange or return unused blankets within 14 days of receiving them.
14. Napkins, table textiles and bottle coolers – You can exchange or return all napkins and table textiles within 14 days of receiving the order if the products are unused and in their original packaging, with all tags and parts in their original positions.
    
15. Gift cards – Gift cards cannot be exchanged or returned.

Hygiene products cannot be exchanged or returned after their packaging has been opened or their seal broken. This restriction is based on the industry's hygiene product standard and Chapter 6, Section 16 of the Finnish Consumer Protection Act, which sets out restrictions on the right of return for health and hygiene reasons.

4. Consumer's right of withdrawal

Under the Consumer Protection Act (38/1978), a consumer has the right to cancel all or part of their order without giving a reason within fourteen (14) days of receiving the product. If the last day falls on a weekend or public holiday, the period extends to the next working day.

Cancel your order using our cancellation form.  Complete and submit the form, and you will receive an automatic email acknowledgement as proof of cancellation.

After cancellation, the returned product must be in its intact original product packaging and in the condition in which it was delivered to the customer. Product tags and seals must be intact and in their original positions. You may inspect the product normally, as you would in a shop. If it has been handled more than this, we may deduct the reduction in value from the refund or refuse the return.

The refund will be made using the original payment method no later than within 14 days after we have received and inspected the return.

The right of withdrawal does not apply at all to the following products (these have no right of withdrawal): see section 3 for the specific return rights for your product.

• Hygiene products whose delivery packaging has been opened or seal broken (see section 3)
• Made-to-order products, such as personalised products, furniture or products in special dimensions
• Furniture or made-to-order products manufactured or supplied specifically for the customer with fabric, dimensions or similar features chosen by the customer

5. Return deadlines and refunds

The customer may return products that meet the return conditions within 14 days of receiving the order. The products must be sent back no later than 14 days after the customer has notified us that they wish to exercise their right of return. The seller will refund the product price within 14 days of receiving and inspecting the returned products. The refund will use the same payment method as the original purchase.

For furniture orders, the customer may cancel within 14 days of placing the order by contacting the seller.

Original delivery charges are not refunded unless the delivery or product was incorrect or defective. The customer is responsible for return costs if the returned product or package is larger than a pickup-point parcel. In that case, the customer may choose the return delivery method. If free home delivery was included in the furniture delivery, the standard retail price of that delivery will be deducted from the refund total.

If the returned product does not meet the return conditions, we will contact the customer and offer to send it back to them for a postage fee. If the customer does not want it sent back, we will recycle the product. Returns that do not meet the return conditions will not be refunded.

6. Delivery methods

We reserve the right to change the delivery method selected by the customer for reasons such as an anticipated delay, strike, faster delivery route or a similar circumstance. The customer will be informed of any changes.

Our delivery partners include Posti, DB Schenker, PostNord, Fedex, DHL and DPD.  Hakonen handles furniture deliveries. For international deliveries, the carrier's local partner handles final delivery.

Hakonen handles home delivery of furniture. Hakonen customer service is responsible for home-delivery complaints concerning the home, furnishings or other property, structures or delivery problems. Sisustus1.fi is responsible only for complaints about the product purchased from and delivered by the Sisustus1.fi store, excluding all consequential damage, for which Hakonen Solutions is responsible. Home-delivery complaints must be directed to the appropriate party as explained above so that they can be processed. Sisustus1.fi's responsibility for complaints is always limited to the product being delivered. Hakonen Solutions handles complaints and any compensation under its own terms. 

You can access Hakonen's complaints channel via this link. If damage occurs, take clear photographs and, where possible, report it while Hakonen's staff are still present and ask them to document the damage. Submit the report as soon as possible after the incident. Complete the information requested in the form, then follow Hakonen's instructions. 

By ordering from our store, you accept all the terms.