Return and Refund Policy

Customer Returns and Refunds

The customer has a 30-day right-of-return for products ordered from the online store. We do not accept returns on Skinbased products purchased elsewhere. The product must be returned in the same condition in which the customer received it. Returned products must be unused and in their original sales packaging. All product parts and pieces, instructions for use, and any other literature must also be returned. The packaging, including sealed thermo-plastic, must be intact, and the product must not show any traces of use. The product must not be wet, damaged, or soiled in any way. Under no circumstance can the returned product be used.

If the product returned is deemed unsellable - i.e., it is visibly used, dirty, broken, the packaging is incomplete, or the sealed original sales packaging has been opened, we cannot refund the price of the product in full. In such cases, the amount refunded will be determined on a case-by-case basis.

The right of return does not apply to business-to-business sales.

As a general rule, we do not charge a restocking fee for returned items. However, when returning discounted or discontinued products, we charge a 50.00 EUR/CAD/USD restocking and handling fee. If the customer returns a full-priced item(s) and a discounted/discontinued product(s) in the same shipment, the restocking fee will be charged in this case as well. This fee will be deducted from the original purchase price at time of refund. Additionally, the customer is responsible for the return shipping costs and/or other third-party fees. OAC Finland will not reimburse any additional fees, levies, or taxes that the customer incurred or incurs. Lastly, we will not reimburse the customer for the cost of shipments posted to OAC Finland or its distributors.

According to the Consumer Protection Act, the customer must notify us of their return in advance. The best way to notify OAC Finland in advance of a return is by email. The easiest way to do this is to reply directly to your order confirmation email, notifying us of the return. This also allows us to view the information from the confirmation message, thus knowing which order the refund applies to. If you have not kept the confirmation message, you can also send your own notification of the return by email to: info@oac.fi. At minimum, the message must include: your own contact information, the order number, and the products being returned.

Missing or Incorrectly Delivered Products

If a product is missing from the order, check the receipt to confirm that the product is not marked for later delivery. If there is no mention, please contact us either by replying directly to the order confirmation email or by a separate email. Remember to keep the thread in the email if replying to the confirmation email. This is the best option as it quickly gives us the most information possible about your order. Please follow these same guidelines if you have received a wrong product.

Broken Product

While unfortunate, on rare occasions it happens that the product received is already broken, damaged, or defective. If the product you received is broken, please contact us either by replying directly to the order confirmation email, or by a sperate email. Remember to keep the thread in the email if replying to the confirmation email. This is the best option as it quickly gives us the most information possible about your order. Following this, you will receive instructions on how to replace the broken product with a fully functional one.

Exchanges

We do not offer direct exchanges. The best way to exchange one product for another is to place a new order for the correct product. This way you will receive the new product without any delays. You can return the incorrect product by following the steps listed above, and a refund will be issued.

Return Packaging

If possible, please return the product in the same package or envelope that it arrived in. Be sure to cushion and protect the product for mailing at least as well as when it was delivered. Do not use staples to close the package or envelope, as this can damage the product. Do not use the product’s original sales packaging as the outer transport packaging. This original sales packaging needs to be protected for transport, as well as the product. If the original packaging contains tape or stickers that was not included when new, we cannot refund the full price of the product.

The return must always be accompanied by a note or message stating the reason for the return. This is necessary even though the matter has been previously discussed. Please include either the receipt you received with the product(s) or a copy of it. Also, please write the customer return # (the letters "RA", followed by the original order number, which can be found on the order's packing list) on the outside of the package. These two things help to speed up the processing of the return. If it is not possible to send the original receipt or a copy of it with the return, then you must include the following information: sender's name, address, telephone number and/or email address, order number, information on returned product(s), information on product(s) to be replaced, and account number/method of payment for possible refund.

Sending a Return

Returns made from the United States and Canada must be sent as a customer return to the return address located in the same country as the package’s original destination. The addresses can be found on the order information sheet included in your order. If you are unsure where to send your return, please contact us at info@oac.fi.

Returns from all other countries must be sent as a customer return to OAC Skinbased. The address can be found on the packing list included in your order. If you are unsure where to send your return, please contact us at info@oac.fi.

Returns may be made with the delivery service provider of your choice. Be sure to ask for tracking and a return receipt. Without a customer return receipt and package tracking information, a refund cannot be issued in the event that the shipment is lost. Make sure the delivery service provider is in possession of the return shipment no later than 30 days after receiving the order.

As a general rule, we do not charge a restocking fee for returned items. However, when returning discounted or discontinued products, we charge a 50.00 EUR/CAD/USD restocking and handling fee. This fee will be deducted from the refunded purchase price. Additionally, the customer is responsible for the return shipping costs and/or other third-party fees. OAC Finland will not reimburse any additional fees, levies, or taxes that the customer incurred or incurs. Lastly, we will not reimburse the customer for the cost of shipments posted to OAC Finland or its distributors.

If the product returned is deemed unsellable - i.e., it is visibly used, dirty, broken, the packaging is incomplete, or the sealed original sales packaging has been opened, we cannot refund the price of the product in full. In such cases, the amount refunded will be determined on a case-by-case basis.

Please note that that there may take longer than usual for customer return shipments to be returned to us.

Canceling an Order

Unfortunately, it is not possible to cancel an order once it has been submitted. The order must be returned in accordance with the customer return instructions described above.

Refunds

If the product or order is returned, we will refund the appropriate amount to the bank account or payment card used in the original payment.

Orders paid through Shopify will be refunded through Shopify.

Orders paid through Shop Pay will be refunded through Shopify.

Orders paid through PayPal will be refunded through PayPal.

Orders paid through Google Pay will be refunded through Google Pay.

Orders paid through Apple Pay will be refunded through Apple Pay.

Payment will be refunded as quickly as possible. Normally returned orders will be refunded within 14 days of receiving the return shipment, but may take longer in some circumstances.

Products paid with a gift card are not credited in cash, but with a new gift card to the online store.