Returns and cancellation

If you are a consumer in the EU you have a legal right to cancel this purchase within 14 days without giving any reason. This comes from the EU Consumer Rights Directive and the Finnish Consumer Protection Act (Kuluttajansuojalaki, chapter 6).

The 14 days run from the day you — or someone you nominated other than the carrier — physically receive the goods. If your order arrives in more than one parcel, the period runs from the day you receive the last one.

Our prints are made to order, and that does not take this right away. You are choosing a design and a size from our catalogue rather than commissioning something to your own specification, so the exemption for personalised goods does not apply. If you ordered a print, you may cancel it.

Tell us before the 14 days are up. An email to hello@harunord.com saying you want to cancel is enough — quote your order reference from your confirmation email. Any clear statement will do; see section 6 if you would rather use a standard wording.

Sending the message inside the 14 days is what counts. You then have a further 14 days from telling us to actually send the goods back.

We will email you the return address when you tell us you are cancelling — usually the same working day, and always within a few days. Prints are made and posted from more than one place, so we give you the right address for your parcel rather than one that may send it further than it needs to go. Please wait for it before sending anything back.

Please pack the print as it arrived, or at least as well — one that is damaged on the way back to us because it was posted loose is worth less, and we may reduce your refund accordingly (see section 5).

You pay the cost of returning the goods. We are allowed to ask you to bear this only because we are telling you now, before you buy. As a guide, returning a print costs roughly €12–€20 depending on country. We recommend a tracked service: until the parcel reaches us, proof that you sent it is what protects you.

We refund you within 14 days of getting the goods back, or of you sending us proof of postage — whichever comes first.

The refund covers everything you paid, including the original delivery charge. If you chose a more expensive delivery option than our standard one, we refund the standard cost rather than the premium. If you cancel only part of a multi-item order, the delivery charge is not refunded, as it would still have applied to the rest.

We refund to the same payment method you used. You will not be charged any fee for the refund itself.

You may unwrap a print and look at it — that is exactly what you would do in a shop, and it is what the cancellation right is for. You are only liable if you have handled it in a way that goes beyond establishing its nature, characteristics and functioning, and the value has fallen as a result. Framing it, mounting it, trimming it or writing on it would be examples.

If the print is already back with us we will explain exactly why and by how much before we refund you. If we refunded you before it arrived, we will explain the same thing and ask you for the difference — we will never take it without telling you first.

A plain email is enough — there is no form to fill in. Write to hello@harunord.com saying you want to cancel, and include your order reference from the confirmation email. That is all we need. You do not have to tell us why, though we always like to know.

The law also gives you a standard wording you may use instead. Nobody is obliged to, and it asks for nothing the email above does not. Send it to us by email — this is notice that you are cancelling, not the address to post the print to, which we send you separately:

This is a separate right and it is not limited to 14 days. If a print arrives damaged, is not what you ordered, or is not of the quality you could reasonably expect, contact us with a photograph and we will replace it or refund you. You do not pay return postage on a faulty item and you do not lose this right by having opened the parcel.

Under EU law you have at least two years from delivery to raise a lack of conformity, and for the first year the fault is presumed to have been there when it arrived. In Finland the right is not cut off at two years — goods must last as long as is reasonable for what they are.

Please tell us within a reasonable time of noticing the problem. Two months from noticing is always reasonable.

Screens differ, and no photograph of a print is an exact match for the print. Small differences in colour or tone between what you saw on your device and what arrives are normal and are not a fault.

Prints are supplied unframed unless the listing says otherwise. The rooms and frames in our photographs are there to show scale and are not included.

Contact us first — most things are settled in one email. If we cannot resolve it, a consumer in Finland can take the matter to the Consumer Disputes Board (kuluttajariitalautakunta.fi) after first contacting the Consumer Advisory Service (kuluttajaneuvonta.fi). Consumers elsewhere in the EU can use their national consumer authority, and the ECC-Net (eccnet.eu) helps with cross-border purchases.