Palautuskäytäntö

KUURA FOODS

 

Refund and Return Policy

kuurafoods.fi · kuurafoods.com

Last updated: 26 April 2026

At Kuura Foods we take quality seriously. Every pouch is made from 100% natural Finnish berries, packed in Finland, and sealed to preserve freshness and quality. We want you to receive your order in perfect condition and enjoy it fully.

Under EU Directive 2011/83/EU and Finnish consumer law (kuluttajansuojalaki), food and perishable goods are explicitly exempt from the standard 14-day right of withdrawal that applies to most online purchases. This means we are unable to accept returns of opened or undamaged products simply because you have changed your mind or do not enjoy the taste.

This exemption exists to protect food safety and product integrity for all customers, and is standard practice for all food businesses selling online in Finland and the EU.

We will offer a full refund or free replacement in the following circumstances:

 

2.1 Damaged packaging on arrival

If your order arrives with a pouch that is visibly torn, punctured, or has a broken seal, please contact us within 5 days of receiving your order. A damaged seal compromises the product's freshness and shelf life, and we will replace the affected pouch or refund it without question.

2.2 Incorrect product delivered

If you receive a product that does not match what you ordered, contact us within 5 days and we will send the correct item or issue a full refund including shipping costs.

2.3 Missing items

If any item from your order is missing, contact us within 5 days of receiving the delivery and we will dispatch the missing item or refund it immediately.

2.4 Significantly degraded product quality

If the product you receive has an unusual odour, appearance significantly different from what is described, or is clearly outside its stated best before date, please contact us with a description and photograph within 5 days of receiving your order. We will assess the matter and offer a replacement or refund as appropriate.

To request a refund or replacement, please email info@kuurafoods.fi within 5 days of receiving your order with the following information:

•       Your order number

•       The product name and quantity affected

•       A clear description of the issue

•       A photograph showing the damage, defect, or incorrect item

 

We aim to respond to all refund and replacement requests within 2 business days. Approved refunds will be processed to your original payment method within 5–10 business days depending on your bank or card issuer.

In the cases described in Section 2 — damaged packaging, incorrect products, missing items, or quality issues — Kuura Foods will cover all costs. You will not be asked to return the product in these cases unless specifically requested, in which case we will provide a prepaid return label.

We do not accept discretionary returns of food products and therefore no return shipping process applies for change-of-mind purchases.

The following are not eligible for refund or replacement:

•       Products returned because of personal taste preference or flavour dislike

•       Products that have been opened and more than minimally consumed

•       Products where the best before date has expired due to improper storage by the customer

•       Claims submitted more than 5 days after the delivery date

•       Orders where an incorrect delivery address was provided by the customer

•       Delays or non-delivery caused by the shipping carrier or customs authorities beyond our control

Nothing in this policy limits your statutory rights as a consumer under Finnish consumer protection law (kuluttajansuojalaki) or EU consumer regulations. If you believe your statutory rights have not been upheld, you may contact the Finnish Consumer Advisory Service (Kuluttajaneuvonta) or refer a dispute to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta) at www.kuluttajariitalautakunta.fi free of charge.

You may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr for cross-border disputes.

We genuinely want every customer to be happy with their Kuura Foods experience. If something is not right with your order, please do not hesitate to contact us — we will always do our best to resolve it fairly and promptly.

 

Kuura Foods

Huuhkajankuja 1 C 19

70820 Kuopio, Finland

info@kuurafoods.fi

www.kuurafoods.fi