RETURNS AND CANCELLATION POLICY – LOIDUA

Last updated: 18 July 2026

This Returns and Cancellation Policy applies to orders placed through the Loidua online store at www.loidua.com.

We want you to be happy with your purchase. If you have any questions about your order, product, delivery, return or refund, please contact our customer support team first so that we can help resolve the matter as smoothly as possible.

Email: support@loidua.com

1. Statutory right to cancel

If you are a consumer, you generally have the right to cancel an online order without giving a reason within 14 days of receiving the goods.

The cancellation period begins on the day you, or a person nominated by you other than the carrier, receive the goods. If an order is delivered in separate shipments, the cancellation period begins on the day you receive the final shipment.

You may also request cancellation before the goods have been dispatched. However, we cannot guarantee that an order can be stopped once processing or fulfilment has begun.

The statutory right to cancel applies to consumer customers only. Business customers do not have the same statutory cancellation right unless otherwise agreed.

Your statutory consumer rights under the laws applicable in your country of residence are not affected by this policy.

2. Loidua’s voluntary 30-day return period

In addition to your statutory 14-day cancellation right, Loidua offers a voluntary 30-day return period for eligible products.

The 30-day period begins on the day you receive the product.

To qualify for the voluntary return period, the product must be unused, unworn, unwashed, undamaged and returned in a condition suitable for resale.

The voluntary 30-day return period does not limit or replace any statutory rights you may have in relation to faulty, damaged, incorrect or misdescribed goods.

Certain products may be excluded from the voluntary return period because of hygiene, personalisation or the nature of the product. Any applicable exclusion will be clearly stated before purchase.

3. Condition of returned products

Returned products should be in good condition.

You may handle a product only to the extent necessary to establish its nature, characteristics and functioning, similar to how you would inspect a product in a physical shop.

If a product has been used, damaged, soiled, washed, altered or otherwise handled beyond what is necessary for inspection, and its value has been reduced as a result, Loidua may make a reasonable deduction from the refund to reflect the reduction in value.

Products should be returned securely packaged.

Original packaging is not required for a statutory cancellation return, but we recommend keeping and using it where possible to help protect the product during return delivery.

You are responsible for taking reasonable care of the product until it has been returned.

4. How to start a return

To start a return, please contact us at:

support@loidua.com

Please include:

- your order number;
- the name and email address used for the order;
- the product or products you wish to return; and
- photographs or a short video if the product is faulty, damaged or incorrect.

You do not need to provide a reason when exercising your statutory right to cancel.

After receiving your request, we will provide the applicable return instructions and return address.

Please do not send a product to an address shown on the parcel or to any other address before receiving return instructions from us, as this may delay or prevent the processing of your return.

5. Cancellation notice

To exercise your statutory right to cancel, you must clearly inform Loidua of your decision within 14 days of receiving the goods.

You can do this by emailing:

support@loidua.com

Your message should clearly state that you wish to cancel all or part of your order.

You may use the model cancellation form at the end of this policy, but you are not required to use it. Any clear statement communicating your decision to cancel is sufficient.

6. Returning products

After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of your cancellation, unless we agree that the goods do not need to be returned.

Please contact our customer support team at support@loidua.com before sending any product back.

Return arrangements may vary depending on the product, supplier location and the nature of the return. We will provide the applicable return address and return instructions by email after reviewing your request.

You are responsible for ensuring that any return is securely packaged and sent in accordance with the return instructions provided by Loidua.

We recommend keeping proof of postage, a receipt or tracking information until your return has been received and processed.

7. Return costs

Unless we have agreed otherwise, you are responsible for the direct cost of returning goods when you cancel an order or use Loidua’s voluntary 30-day return period.

We will cover reasonable return costs where goods are faulty, incorrect, damaged on arrival or not as described.

Return arrangements and return addresses may vary depending on the product and supplier location. We will provide the relevant return instructions by email after you contact our customer support team.

Loidua does not offer free returns unless this is expressly stated on the website, product page, checkout page or in a specific promotional offer.

8. Refunds

Once your return has been received and processed, we will notify you by email.

Refunds will normally be made using the same payment method used for the original order, unless we agree otherwise with you.

For a valid cancellation under the legal 14-day cancellation right, we will refund the payments received from you, including the cost of the least expensive standard delivery option offered by Loidua.

If you selected a delivery method that was more expensive than the least expensive standard delivery option offered by Loidua, the additional delivery cost will not normally be refunded.

We may withhold a refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever happens first.

Refunds for valid cancellations will be made within the period required by applicable law.

For voluntary 30-day returns, only the product price will normally be refunded unless we expressly state otherwise.

9. Reduction in value

If a returned product has been used, damaged, soiled, washed, altered or otherwise handled in a way that reduces its value beyond what is necessary to inspect it, Loidua may make a reasonable deduction from the refund.

Any reduction in value will be assessed on a case-by-case basis, taking into account the condition of the product, the extent of use and whether the product can be resold.

Where a deduction is made, we will inform you when your return is processed.

10. Faulty, damaged or incorrect products

If a product is faulty, damaged, incorrect or not as described, please contact our customer support team as soon as possible.

Please send:

• your order number;

• a description of the issue; and

• photographs of the product, packaging and any visible damage where relevant.

We will investigate the matter and, depending on the circumstances, may offer a replacement, repair, price reduction or refund in accordance with applicable consumer law.

11. Exceptions to cancellation and return rights

The legal right to cancel and return does not apply to every type of product.

Examples of products that may be excluded include:

• products made to your specifications or clearly personalised;

• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;

• goods that deteriorate or expire rapidly;

• digital content where supply has begun with your express consent and you acknowledged that you would lose your cancellation right; and

• gift cards, unless otherwise stated.

Any applicable product-specific restrictions will be stated on the relevant product page where necessary.

12. Exchanges

Loidua does not operate a separate exchange process.

If you would like a different size, colour, model or product, please return the original product in accordance with this policy and place a new order through our website.

This helps ensure that the product you want is available and allows us to process your request more efficiently.

13. Uncollected deliveries

An uncollected parcel is not the same as cancelling an order.

If you wish to cancel an order, you must clearly notify us of your decision to cancel in accordance with Section 5 of this policy.

If a parcel is not collected, is refused without a valid reason or is returned to us because of incorrect information provided by you, Loidua may incur return, handling or delivery costs.

Where permitted by applicable law, Loidua may deduct reasonable direct costs arising from an uncollected parcel from any refund due to you.

14. Return processing time

We aim to process returns as soon as reasonably possible after they have been received.

Processing times may vary because of seasonal demand, promotional periods, delivery delays, the condition of the returned product or payment provider processing times.

You will receive an email once your return has been processed.

15. Contact details

For questions relating to cancellations, returns, faulty products or refunds, please contact:

Loidua
Email: support@loidua.com
Postal address: Paltiontie 3, 14500, Iittala

Country: Finland

Loidua operates exclusively as an online store and does not have a physical retail location.

This business address is not a return address, and we do not accept unsolicited parcels or returns sent to this address.

Please contact us at support@loidua.com before sending any product back. We will provide the applicable return instructions and return address.

16. Model Cancellation Form

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel your contract. You may also cancel by sending any other clear statement to support@loidua.com.

To: 

Loidua  
Paltiontie 3, 14500, Iittala, Finland
Email: support@loidua.com

Please note: This is Loidua’s business address and not a return address. Do not send products to this address without first contacting support@loidua.com.

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:

Product or products:

Order number:

Ordered on:

Received on:

Name of customer(s):

Address of customer(s):

Email address:

Signature of customer(s), only if this form is submitted on paper:

Date: