Complaints and returns

If you are reading this, you may have already ordered (or are about to order) a product from us. First, we want to thank you for supporting our company – we are committed to our customers and promise to deliver the highest quality products and the best possible customer service.

Right of withdrawal

You have a 14-day right of withdrawal from the day you receive the product. During this period, you can cancel the contract, return the product at your own expense, and receive a full refund of the purchase price and any standard delivery costs, provided that the product is in the condition described in the return policy.

During the withdrawal period, cancellation must be made in writing. Once you have informed us that you wish to return the product, you must return the product to us within 30 days. To process the return, we need proof of purchase (your order number), after which we will confirm the return address.

Condition of the returned product

Products must be returned complete and undamaged, with all accessories and instructions.

Products may be opened for inspection but must be returned in their original packaging and in new condition.

Products must not be returned damaged, soiled, washed, altered, or used (other than for reasonable fitting).

The product must not show more signs of use than necessary to ascertain its nature, characteristics, or functioning.

The criteria mentioned above may be checked by our customer service before processing a full or partial refund.

Initiating a return

Return requests are made by contacting wecare@luonkos.com directly.

Once the return request is received, we will review it and send you an email confirmation of approval.

Return costs

The customer is responsible for all return costs. We do not provide pre-paid return labels.

Please note that the product you are returning is your responsibility until it reaches our warehouse. Before shipping, you must obtain a shipping receipt and, if necessary, insurance from the shipping company. If the product is lost in transit, you must claim its value back from the shipping company, as we cannot refund a product we have not received.

Return address

eBrands c/o PostNord Finland

Ainontie 5

01630 Vantaa

Phone: +358 40 483 7322

Refunds

Once your return is received and inspected, we will send you an email confirmation. If the return is approved, a refund will be processed to your original method of payment (credit card, debit card, or PayPal) within 5–10 business days, or we will send a new product as a replacement.

A partial or no refund may be issued if:

  • The product has not been used properly and has been damaged due to your fault.

  • The product is not in its original condition, is damaged, or has missing parts for reasons not due to our error.

  • The product shows signs of use beyond what is necessary to ascertain its nature, characteristics, or functioning. For cosmetics and hygiene products, this means they cannot be returned if they have been opened, tested, or tried.

Exchanges

We only exchange products if they are defective or damaged. If you need an exchange, please contact us before returning the product.

Non-returnable products

The right of withdrawal does not apply to:

  • Personalized products or products made to your specific wishes

  • Gift cards

  • Downloadable software products (including e-books and video courses)

  • Products marked "Final Sale" or similar labels

Replacement products

If we send you a replacement or alternative product, you can still cancel your order as described above – but you will still need to cover the return costs.

Questions

If you have any questions or wish to arrange a refund, please contact us by email: wecare@luonkos.com