Can all products be exchanged or returned?

All products bought from the Luhta.com online shop can be returned within 30 days. If you wish to exchange a product you have ordered, you must first return the item to our online shop and then place a new order for the new product.

Please note that the items must be in their original packaging, unused and in original condition with any product labels and tags in place to be eligible for a return. Any products received for free when placing the order must be returned if the product that entitled you to the free product is returned. The return shipment is free of charge. If you return all the products you ordered, the full price of the purchase, including the shipping costs, will be refunded.

What is the time limit for exchanges and refunds?

Products ordered from the Luhta.com online shop can be refunded within 30 days. Products that were bought from our store can be returned within 14 days.

Can I return my online shop order to a store?

At the moment, returns to stores are not an option.

How quickly after returning a product will I be refunded and where is the money refunded to?

We will refund the product within 14 days of the return, as soon as we have received, inspected and accepted the returned product. The refund is made using the same payment method as the original payment. You will receive an email once the refund is completed. If – after returning one or more products – your order no longer qualifies for a discount you received when ordering, the value of the discount may be deducted from the total amount refunded to you.

How do I exchange a product?

Products cannot be directly exchanged in the Luhta.com online shop. If you want to exchange a product you have ordered, you must first return the product to our online shop and then place a completely new order for the product you want.

Products are sold at the prices valid at the time of the purchase. If you bought discounted products and the discount has ended by the time of placing the new order, the new order is charged at the prices valid at that time. Gift vouchers cannot be exchanged for cash.

Where can I make a complaint about a product?

If you have a complaint about a product that was bought in the Luhta.com online shop, please contact our customer service via e-mail at customerservice@luhta.com.

If you want to make a return, please do as follows:

Fill out the return form that was sent with your order. Please pack the products carefully and remember to enclose the filled return form with your return. If you cannot find the return form, you can print out a new one here. If you are not able to print out the form, you can also write down the information requested on the form by hand on a piece of paper.

Request a UPS return here. Click “Continue as guest” and fill out the form with the needed details. Please enter the value “1” in the field titled “Weight”. After you send the form forward (by clicking on “Process shipment”) you will receive a UPS return label via e-mail, that you can download and print out. Attach the label on the surface of the package with transparent tape, covering your address on the packet. Bring the package to a UPS Access Point™ and keep the receipt to yourself. Alternatively, you can request UPS to pick up the package at your own expense.

Returning Pets-products

Please note that the items must be in their original packaging, unused and in original condition with any product labels and tags in place to be eligible for a return. The products as well as the product packaging need to be in a resalable condition. If you try on a product on your pet, ensure that there are no stains or pet hair on the products.