Returns and exchange rights

New - we are packing more and more in recycled materials

You will notice that your order may be packed in a used box or with recycled packaging material. Your shipment may even be packed in a box with another company's printing.

We want to increase the reuse and recyclability of materials related to our business, which fits well with our other environmentally conscious values.

We listen carefully to customer feedback about the use of recycled materials in our shipments - we hope the world is already ready to do a bit more in material recycling.

Returns

Our online store has a very low return rate - thanks to our customers for responsible shopping. 

If the product was purchased elsewhere than our online store, please contact the place of purchase directly.

Although it is very unlikely that you will want to return products purchased from this online store, please do so within 14 days and follow the instructions below. If you have not contacted us by email within 14 days of receiving the package, we reserve the right not to accept the return. Please note that an uncollected package is not a return. 

We want to promote responsible consumption and reduce the environmental impact caused by returns, including unnecessary transport emissions and packaging material use. 

Our website is full of instructions so you can make the right purchase decision safely. Note that returns always carry a risk of damage when shipping liquid products. 

Paint products remain good for at least two years unopened, stored at room temperature.

Explore the images on our social channels to get an idea of the shades in different lighting. We recommend testing the shade before a larger project or order. Order convenient Peel & Stick shade sheets for choosing your shade at home.

The right of return does not apply to Color Charts, Color Guides, or Peel & Stick shade samples.

Read the instructions to the end of the page.

We only refund the price of unopened and saleable products, not shipping costs. If returned products arrive at the warehouse damaged or with transport damage, we will not refund the products. 

Discounted, used, opened, or discontinued products are not exchanged or returnable. Opened or leaking products must not be returned or sent.

Carelessly packed products may leak or get damaged during transport and cause liability for compensation, for which you are fully responsible.

1. Send us an email at moi@frenchicpaint.fi with the subject RETURN [Tilausnumero], and inform us in the message that you want to return one (or more) of your products. You can find your order number in the invoice email we sent you when the product was purchased.
2. If the product is defective, add photos or video to the email. 
3. Return the product using the return code and carefully protected and packed. The product must be unopened and in its original packaging without damage or markings. Please note that you will pay the return and exchange costs yourself if you use a return method other than returning with the return code. You are fully responsible for the costs also if the product is damaged, leaks, freezes, or is lost during the return or if a leaking product causes damage at any stage of transport or receipt. Take the carefully protected product and packed return package to a MATKAHUOLTO location (e.g., R-Kioski) and give the return code to the clerk.

Include with the return:
Name
Address
Phone number
Order number
Return code : 9555507/MATKAHUOLTO /Frenchic Paint Finland

Once the returned product has been received at the warehouse and inspected, we will take the necessary actions, such as issuing a refund using the original payment method. The returned product must be flawless and saleable.

Tips for protective packaging: 

• Seal liquid-containing products tightly in plastic and additionally in a plastic bag
• Wrap the products in padding and paper. 
• Use an appropriate box size and pack the products tightly so they cannot move or get damaged
• Careful packaging and protection help ensure that products arrive in saleable condition, without dents or creases, at the warehouse for inspection and authorize returns

UNCLAIMED PACKAGE - RETURNED SHIPMENT IS NOT A RETURN

Reshipping of returned packages is possible for a fee of 25 euros for shipping and handling. An invoice will be sent automatically when the shipment has been returned and inspected. By paying the invoice, the products will be reshipped to the same address or pickup point as the original order.

Products in reshipped packages do not have a return or exchange right, and we are not responsible for the condition of returned and reshipped packages or products. We do not reship packages where it is visible without opening that the product inside the package is damaged, for example, leaking.

Wrong product - picking error

Did you receive the wrong product? We apologize for the incorrect picking; this is purely a human error on our part. Return the incorrect product using these return instructions, and we will exchange it for the correct product – we will send you the correct product as soon as possible. Pack the product carefully before shipping. Opened, used, or products damaged during transport generally cannot be returned or exchanged. Contact us by email according to the return instructions and attach photos to the email. We apologize for the extra trouble caused by the picking error! 

Products purchased from the warehouse store

The warehouse store voluntarily grants a 14-day exchange or return right for products purchased in-store, with a receipt. The returned product must be flawless and saleable. Discounted, opened, used, or clearance products are not exchanged or returned. Flawless goods purchased in-store do not have a statutory exchange or return right.

Complaint

We take every return seriously, so we want to investigate the matter.

To check the possibility of a manufacturing defect, we usually need additional information. Send us an email with a photo of the product, the paint in the paint can, and the batch number from the paint can or product lid, along with a message explaining the issue. Include in the message the purchase location, date, and your contact details: moi@frenchicpaint.fi.

We do not refund products that the customer has decided to use, e.g., paint.

Be prepared to return the product or product packaging before the final processing of the complaint. Returns are free for you when you use the Matkahuolto return code according to the return instructions.

You can only return products purchased from this online store.

If you bought your Frenchic product from our retailer, contact the respective place of purchase directly to check their return policy and follow their instructions. Returns and complaints are always handled at the place of purchase. 

Shipping delays and damages

Checking shipment delivery details, tracking, tracing, and receipt responsibility always lies with the recipient.

We recommend that you download the Matkahuolto package app, where you can track your package's journey, extend the pickup time, or if necessary, change the pickup location yourself.

The sender, Frenchic Paint Finland, is not responsible for the actions or practices of the chosen shipping company or any other company (e.g., Posti, Schenker, Post Nord, Bring, Matkahuolto, etc.) in any way.

For example, if you have chosen fast delivery, the choice of delivery method does not affect the product handling and packing queue; orders are always processed in order of arrival. Your package's transport is provided by the shipping company, not Frenchic Finland.

Handling transport damage requires photos of the packaging, packing material, as well as the product and the damage. Normal transport stresses include loading on top, twisting, abrasion, compression, and dents. 

Contact the respective shipping company and follow their instructions in case of errors or complaints related to shipping or handling of shipments.

The sender is not liable for lost or delayed shipments. Note that many package pickup points have shortened the storage time of packages to even half of the usual time.

Instructions and recommendations

Take care of your package and products even after pickup

We do not compensate for product damage such as paint freezing or frost damage during shipping or after delivery, nor do we accept frozen or frost-damaged product(s). 

Water-based Frenchic Paint is sensitive to freezing, so please do not leave paint, for example, in a cold car in freezing weather, transport or store paints outside in the frost or in too cold indoor spaces, or order paints to an outdoor locker. Frenchic Paints are 100% water-based. Frozen/damaged paint is not recommended for use. 

Read more about paint storage here.

Wrong shade? Test and try shades before a bigger project

We strive in every way to ensure that the shades in the online store match the real shades as closely as possible, but shades can vary on different devices (depending on several factors, such as your screen settings). This means we cannot guarantee that the paint exactly matches what you see on your screen. Order a color chart, a small can of paint, or visit your nearest retailer to see the colors yourself. Order convenient Peel & Stick shade cards for home.

The shade mark on the side of the paint cans is not made to match the paint shade due to printing technical reasons. We recommend visiting a Frenchic Paint retailer to see color charts and painted shade samples and to try the product before a larger project. 

Because each of us sees and experiences colors in our own way, the only way to be sure of the shade’s accuracy for your project is to try the shade yourself, in the place and space where you planned it. Order convenient Peel & Stick shade cards for home.

Our website has several instructions and tips for choosing shades; we always recommend trying the paint first before a larger project. Read more instructions on this page.

Also note that you should reserve enough paint for your project