Right of withdrawal and return

eyeglass lenses

Can I cancel or return an order for eyeglass lenses?
There is no legal right to cancel or return eyeglass lenses, as they are individually manufactured according to the customer’s order and vision. We offer a limited right of withdrawal in certain circumstances.

Why can’t returns always be made?
The right of withdrawal and return under the Finnish Consumer Protection Act does not apply to products that are manufactured or modified according to the customer’s requirements or personal needs. Such products include, for example, individually manufactured eyeglass lenses that cannot be resold.

Satisfaction guarantee
Although there is no actual right of return, we offer a guarantee for eyeglass lenses. satisfaction guarantee. If you are not satisfied with the quality of the lenses, we will make new lenses of the same price free of charge. If you want to change to more expensive lenses, you only pay the difference in price.

Possibility of cancellation in certain situations

In certain situations, we offer the customer the possibility to cancel the order of the eyeglass lenses. Cancellations will be charged a cancellation fee to cover delivery and handling costs. Cancellation conditions are detailed below.

Cancellation possibilitySituationCancellation fees
✅ Yes The frames have not yet been sent to the Linssikauppa.10 € (incl. VAT)
✅ YesThe frame has arrived at the Linssikauppa, but the production of lenses has not yet started.
Note: The production of lenses may start on the day the frame arrives.
30 € (incl. VAT)
❌ NoThe frames have arrived at the Linssikauppa and the manufacturing of the lenses has started.The order is not cancelled

Cancellation fees will be deducted from the original order payment.

To cancel an order:
Send an email to: info@linssikauppa.fi (we process emails on weekdays from 09:00 to 15:00)
Remember to inform:

  • Name
  • Order number
  • Contact
  • Account number

Note! An uncollected shipment does not constitute a cancellation of the order.


Other products (e.g. treatment fluids and accessories)

Can I cancel my subscription?
Yes. Consumer customers have a 14-day cancellation and return period for orders , counting from the date of receipt of the product or the last batch of products.

Conditions for cancellation:

  • Products must be unused
  • In the original packaging
  • For sale

Cancellation and refund costs

We will charge you 10€ (incl. VAT) for shipping and handling for returnable orders. The charges will be deducted from the payment of the original order.


How to make a refund

Note: Eyeglass lenses are non-returnable, but other products can be returned as follows:

  1. Fill in the return form.
  2. Please pack the product in the original box and include the packing list that came with the shipment with your name, contact details and order number.
  3. Please also include your account number for the refund.
  4. Clearly write the return ID and address on the package:

Return ID: 600944
Return address:
Piiloset
Pääskykalliontie 5
21420 Lieto

  1. Take the parcel to a Post Office.

The refund will be processed without delay, but please note the processing time for payments and transactions.


Who pays for the refund?

The customer is responsible for the return costs (delivery and handling costs), unless the product or delivery is faulty. The return costs will be deducted from the original order payment or charged separately.


Wrong products, damage or problems

Please check the shipment as soon as you receive it. If the product is faulty, incorrect or damaged, please contact our customer service within 14 days. We comply with the provisions of the Consumer Protection Act on liability for defects.


Customer service

Contact us by email or phone:

📧info@linssikauppa.fi
📞 +358 2 489 110
Opening hours: mon-fri 9-15🕘

Updated 12.5.2025