At Pilari Helsinki, we are committed to ensuring your satisfaction with our artworks and design objects. This Return and Refund Policy outlines your rights and our procedures, in compliance with the applicable Finnish and EU laws, including the Consumer Rights Directive.

Right of Withdrawal (14-Day Return Policy)

As a consumer within the EU, you have the right to withdraw from your purchase and return the item(s) within 14 days of receiving your order without providing a reason.

Conditions for Returns

1. The returned item(s) must be in their original condition, unused, and in the same packaging as received.
2. Items that have been damaged, altered, or show signs of use will not be eligible for a full refund.
3. Custom-made or personalized items, such as artworks specifically commissioned for you, are excluded from the right of withdrawal.

How to Initiate a Return

1. Contact us at info@pilarihelsinki.com within 14 days of receiving your order to notify us of your decision to return. Please provide your order number and details of the item(s) you wish to return.
2. Once your return request is approved, you will receive instructions on how to proceed.
3. Ship the item(s) back to us at the following address:
   Pilari Helsinki
   Antinkatu 3D 7, Helsinki, 00100, Finland

Return Shipping Costs

• The customer is responsible for covering the shipping costs for returning items.
• When returning items, the customer must provide a valid tracking number to ensure the shipment can be monitored.
• The returned items must arrive in the same gift packaging and must be carefully packaged, especially in the case of artworks, to prevent damage during the return process.
• The customer is responsible for any damages that occur during the return shipment. It is strongly recommended to use adequate protective materials and insurance for the return package.
• If the item is being returned due to a defect or damage caused during transit by Pilari Helsinki, we will cover the return shipping costs.

Refunds

Refunds will be issued once the returned item(s) have been received and inspected to ensure they meet the conditions outlined above.

Refund Details

1. Refunds will be processed within 14 days of receiving the returned item(s).
2. Refunds will be issued using the original payment method.
3. Shipping fees paid during the original purchase are non-refundable, except in cases where the return is due to a defect or damage.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at info@pilarihelsinki with the following information:

• Order number
• Description of the issue
• Photos of the damaged or defective item and packaging

We will assess the issue and either offer a replacement, repair, or full refund, depending on the situation. Pilari Helsinki will cover the return shipping costs for damaged or defective items.

Exceptions to the Return Policy

Certain items are excluded from the right of withdrawal under Finnish and EU law:

• Custom-made or personalized items, including commissioned artworks.
• Items that are returned in a damaged or altered state due to misuse or improper handling by the customer.

Legal Rights

This Return and Refund Policy does not affect your statutory rights as a consumer under Finnish or EU law. For more information on your legal rights, visit the European Consumer Centre or the Finnish Competition and Consumer Authority (Kilpailu- ja kuluttajavirasto).

Contact Information

Should you have any questions about our privacy practices or this return and refund policy, or if you would like to exercise any of the rights available to you, please contact us.

PILARI HELSINKI

Business ID: 3148527-4
VAT-ID: FI31485274

e-mail: info@pilarihelsinki.com
phone: +358 44 944 7802
Antinkatu 3D 7
Helsinki, Finland
00100

Last updated: January 6, 2025