Return and Exchange Policy
Returns and exchanges
14-day right of return
You can return products purchased from this online store according to these instructions. Domestic returns are free with a return code. The return code cannot be used to return alcohol-based products, such as alcohol inks or liquid gilding products.
The customer pays return costs from outside Finland.
In this article, you will find:
- Packing instructions for liquid products such as paint
- Free return code for domestic returns
- Processing and shipping costs for orders that are reshipped or returned
- Tampere Warehouse Store return policy
- Shipping delays, etc.
- Additional information required for product defects
- Complaint instructions
- Product returns from abroad, e.g. from Sweden
Our online store has a very low return rate - thank you, our customers, for shopping responsibly.
We want to promote responsible consumption and reduce the environmental impact of returns, including unnecessary transport emissions and packaging material use.
Our website is full of instructions to help you make the right purchasing decision with confidence. Please note that returns always carry a risk of damage when shipping liquid products.
We are using more recycled packaging materials
You may notice that your order has been packed in a used box or with recycled packaging materials. Your shipment may even arrive in a box printed with another company's branding.
We want to increase the number of times materials related to our business are used and their recyclability, which aligns well with our other environmentally conscious values.
We listen closely to customer feedback about using recycled materials in our shipments, and hope the world is ready to do a little more to recycle materials.
Return instructions for products purchased from the online store
If you bought your Frenchic product from one of our retailers, contact the store directly to check its returns policy and follow its instructions. Returns and complaints are always handled at the place of purchase.
Unopened and condition: Packaging containing liquids, such as a paint can, must be completely unopened, intact and unused.
Discounted or clearance products cannot be exchanged or returned. Opened, leaking, used or transport-damaged products generally cannot be returned or exchanged.
A product that is carelessly packed may leak or get dented during transport, making you fully liable for any resulting damages.
We only refund the price of unopened products in resalable condition, not the shipping costs. If returned products arrive at our warehouse damaged or with transport damage, we will not refund them.
Read the instructions to the end.
Return and packaging instructions for liquid products, such as paint
If you purchased the product somewhere other than our online store, 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 parcel, we reserve the right to refuse the return. Please note that an uncollected parcel is not a return.
Customers must inspect the product they ordered as soon as it arrives, and any complaints must be made within a reasonable time, no later than 21 days after delivery.
The right of return does not apply to color charts, the Color Guide, or Peel & Stick color samples.
Return instructions
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Email us at moi@frenchicpaint.fi with RETURN [Tilausnumero] as the subject, and let us know 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 you purchased the product.
- If the product is faulty, attach photos or a video to your email.
- Return the product using the return code and ensuring it is carefully protected and packaged. The product must be unopened and in its original packaging, without damage or markings. Please note that you are responsible for the return and exchange shipping costs if you use a return method other than returning with the return code. You are also fully responsible for the costs 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 packaged return parcel to a MATKAHUOLTO service point (e.g., an R-Kioski) and give the return code to the staff member. Returns cannot be sent via a parcel locker.
Include with your return:
Name
Address
Phone number
Order number
Return code: 9555507/MATKAHUOLTO /Frenchic Paint Finland
5. Once we have received the returned product at our warehouse and inspected it, we will take the necessary steps, for example, issuing a refund using the original payment method.
The returned product must be undamaged and in resalable condition for us to issue a refund.
Tips for protective packaging:
- tape the lid securely, seal any product containing liquid tightly in plastic wrap and then in a plastic bag
- wrap the products in padding and paper.
- use an appropriately sized box and pack the products tightly so they cannot move around and get knocked
- Careful packing and protection help ensure that products arrive at the warehouse for inspection in saleable condition, without knocks or dents, and qualify for return.
UNCLAIMED PACKAGE - RETURNED SHIPMENT IS NOT A RETURN
A returned package can be resent for a shipping and handling fee of 25 eur. An invoice is sent automatically once the shipment has been returned and inspected. Once the invoice is paid, the products will be resent to the same or a nearby address or pickup point as the original order.
Products in resent packages cannot be returned or exchanged, and we are not responsible for the condition of returned and resent packages or products.
We do not resend packages if it is apparent without opening them that the product inside is damaged, for example, leaking.
Other instructions and recommendations
Wrong product - picking error
Did you receive the wrong product? We apologize for the incorrect item picked; this was purely a human error on our part. Return the incorrect product using these return instructions, and we will exchange it for the correct one - we will send you the correct product as soon as possible. Pack the product carefully before shipping.
Contact us by email according to the return instructions and attach photos to your email. We apologize for the extra trouble caused by the picking error!
Products purchased from the warehouse store
The warehouse store voluntarily offers a 14-day exchange or return policy for products purchased in-store, on a case-by-case basis and upon presentation of a receipt. Returned products must be in perfect condition and fit for resale. Discounted, opened, used, or clearance products cannot be exchanged or returned.
There is no statutory right to exchange or return fault-free goods purchased in a store.
Complaint
You can only return products purchased from this online store.
We recommend checking the product as soon as you receive it so any shipping damage or defects can be reported promptly.
If you bought your Frenchic product from one of our retailers, contact the store directly to check its returns policy and follow its instructions. Returns and complaints are always handled at the place of purchase.
We take all feedback seriously, so we want to investigate the matter.
To investigate the possibility of a manufacturing defect, we usually need further information.
- Email us with a photo of the product, the paint in the paint tin, and the batch number on the lid of the paint tin or product, along with a message explaining the issue.
- Include the purchase location and date, as well as your contact details, in your message: moi@frenchicpaint.fi .
- We do not refund products that the customer has chosen to use, such as paint.
Be prepared to return the product or product packaging before your complaint is finally processed. Returns are free for you when you use the Matkahuolto return code provided in the return instructions.
Returns and complaints are not handled or discussed on our social media channels or through their messaging services. Please always send photos and any other necessary information by email to: moi@frenchicpaint.fi
Shipping delays and damage - personal details
The recipient is always responsible for checking the shipment details, tracking and tracing the shipment, and accepting delivery.
You can edit your personal details by logging in to your customer account: delivery address, phone number, and email address
We recommend that you download the Matkahuolto parcel app, where you can track your parcel, extend the pickup period, or change the pickup point yourself if needed.
The sender, Frenchic Paint Finland, is not responsible in any way for the actions or practices of the selected shipping company or any other company (e.g. Posti, Schenker, Post Nord, Bring, Matkahuolto, etc.).
For example, if you have selected fast delivery, the delivery method you choose does not affect the product handling and packing queue; orders are always processed in the order they are received. Your parcel is transported by the shipping company, not Frenchic Finland.
Photos of the packaging, packing materials, product, and damage are required when handling shipping damage claims. Normal shipping stresses include stacking, twisting, rubbing, compression, and impacts.
Contact the relevant shipping company and follow its instructions regarding shipping or shipment-handling errors or complaints.
The sender is not liable for lost or delayed shipments. Please note that many parcel pickup points have shortened their parcel storage period by as much as half the usual time.
Take care of your parcel and products after pickup, too
Water-based Frenchic paint is susceptible to frost, so please do not leave paint in a cold car in freezing weather, transport or store paint outdoors in freezing temperatures or in indoor spaces that are too cold, or order paint for an outdoor parcel locker. Frenchic paints are 100% water-based. Frozen or frost-damaged paint is not recommended for use.
We are not liable for products damaged during shipping or after delivery, such as paint freezing or becoming damaged by frost, or any other damage, and we do not accept frozen or frost-damaged products.
Paint products keep for at least two years unopened when stored at room temperature in a dry place in a tightly sealed container.
Extreme temperatures are not suitable for storing paint: cold storage, sunlight, and storage conditions that are too warm, even temporarily, can damage the paint’s properties.
Read the paint storage instructions here.
Wrong shade? Test and try shades before starting a larger project.
We do everything we can to ensure that the shades in our online store are as close as possible to the actual shades, but they may vary between devices (depending on several factors, such as your screen settings). This means we cannot guarantee that the paint will exactly match what you see on your screen.
For technical printing reasons, the shade label on the side of paint tins is not intended to match the paint colour. We recommend visiting a Frenchic retailer to view colour charts and painted shade samples, and to try the product before starting a larger project.
Since each of us sees and experiences colours in our own way, the only way to make sure a shade is right for your project is to try it yourself in the place and space where you plan to use it.
Our website has several guides and tips for choosing a shade. We always recommend trying the paint first before starting a larger project. Read more guides on this page.
Also make sure you set aside enough paint for your project.
Explore the images on our social media channels to get an idea of how shades look in different lighting. We recommend testing the shade before starting a larger project or placing an order. Order handy Peel & Stick shade cards to help you choose a shade.
