Returns and exchanges

RETURN POLICY

CANCELLING THE ORDER

It is possible to cancel the order if it has not yet been dispatched. The fastest way to cancel your order is to reply to your order confirmation email and notify us of your order cancellation. Be sure to keep the entire email confirmation thread when replying to your order confirmation. If the payment has been made as an online payment via Checkout Finland Oy, or as a direct payment via bank transfer, please also indicate your bank account number in the cancellation message to receive a refund. In a credit card payment, we refund the amount charged to the same payment card on which the original payment was made. You can also cancel an order by phone during our store’s normal opening hours.

If the order has already been shipped, the shipment must be returned in accordance with the customer return instructions (see below)

CUSTOMER RETURNS AND REFUNDS

The customer has a 30-day right-of-return for products ordered from the online store. Returned products must be unused and in their original sales packaging. Some of our products are mailed without specialized sales packaging and therefore, these products do not need to be returned in such packaging. However, the products still must be unused. The product must be returned in the same condition in which the customer received it. The customer has the right to familiarize themselves with the product ordered in the same manner as would normally be possible when purchasing from a store. 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.

We offer free returns to our customers on full-priced items.

As a general rule, customer returns are free of charge. However, when returning discounted or discontinued products, we charge a EUR 10.00 restocking and handling charge. If the customer returns a full-priced item(s) and a discounted/discontinued product(s) in the same shipment, the return costs 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. Treeline will not reimburse any additional fees, levys, or taxes that the customer incurred or incurs. Lastly, we will not reimburse the customer for the cost of shipments posted to Treeline Outdoors.

Before making a customer return, please note that we are unable to process incomplete customer returns. Please notify us of returns in advance. 

According to the Consumer Protection Act, the customer must notify us of their return in advance. The best way to notify Treeline Outdoors 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 e-mail to:  info(a)treeline.fi. At minimum, the message must include: your own contact information, the order reference 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, a separate email, or by phone. 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 email, by replying directly to the order confirmation email, or by phone. 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.

Product to be returned / exchanged

The product to be returned or exchanged must be in the same condition as it was when you received it. All original product packaging, instructions for use, and any other literature must also be returned. The packaging 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. Please note: a garment with animal hair on it cannot be accepted for returns or exchanges.

If you wish to exchange a product for another, we recommend placing a new order for the correct product. This way you will receive the new product without any delays.

Return packaging

If possible, please return the product in the same package or envelope that it arrived in. If not, 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 if the matter has been previously discussed, for example, by telephone or email. Please include either the receipt you received with the goods or a copy of it. Also, please write the customer return # (your original order number) 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 for possible refund.

Sending a return

For shipments received by post: Take the shipment to a post office to be sent back. Be sure to request a receipt for the customer return. Without a customer return receipt, we will not be able to refund your return in the event of the shipment being lost. Make sure the return shipment is in the mail no later than 30 days after receiving the order.

The return must be sent as a customer return to:

Treeline Outdoors, Customer Return # (your order number), Hanuri-Topin tie 35, 36200 Kangasala, Finland

For shipments that arrived at the Smartpost parcel machine: You can return the shipment to the post office according to the instructions above, or you can deliver the return shipment to the same machine from which you picked up the package. Follow the machine’s instructions on how to send the return. Be sure to receive a customer return receipt from the vending machine. Without a customer return receipt, we will not be able to refund your return in the event of a shipment being lost. Make sure the post office or vending machine is in possession of the return shipment no later than 30 days after receiving the order.

For shipments received as a Matkahuolto package: Deliver the return shipment to the Matkahuolto pick-up point to which the shipment was originally delivered. Write Treeline Outdoors, Customer Return #(your order number), Hanuri-Topin tie 35, 36200 KANGASALA as the return address for the shipment. When returning the package, tell the clerk that you are sending a customer return. Be sure to ask for a return receipt. Without a customer return receipt, we will not be able to refund your return in the event of a shipment being lost. Make sure Matkahuolto is in possession of the return shipment no later than 30 days after receiving the order.

For shipments coming from outside of Finland and/or received as either a DLH, DHL Express, or GSL package: Please contact Treeline Outdoors directly and we will organize a discounted return shipping label for you. The cost of the return shipping will be deducted from the refunded purchase price. If you prefer, you can return the item via a delivery service of your choice. Be sure to ask for a return receipt. Without a customer return receipt, we will not be able to refund your return in the event of a shipment being lost. Make sure Matkahuolto is in possession of the return shipment no later than 30 days after receiving the order. Address your return to: Treeline Outdoors, Customer Return #(your order number), Hanuri-Topin tie 35, 36200 Kangasala, FINLAND

 

As a general rule, customer returns are free of charge. However, when returning discounted or discontinued products, there will be a 10e restocking charge. 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. Treeline will not reimburse any additional fees, levys, or taxes that the customer incurred or incurs. We also do not redeem items sent by cash on delivery in a comparable manner. Lastly, we will not reimburse the customer for the cost of shipments posted to Treeline Outdoors.

Please note that it takes longer than normal mail, sometimes more than a week, for customer return shipments to be returned to us. You will receive a receipt in your email once we have received your return and the refund is being processed.

Refund

If the product or order is returned without exchange for another product, or the product to be replaced is cheaper than the product you originally paid, we will return the purchase price or the difference in prices to the bank account specified by the customer. For all return shipments, please provide your IBAN account number with the shipment! For credit card payments, we will refund the appropriate amount to the payment card used in the payment.

Orders paid through Checkout Finland will be refunded through Checkout Finland. 

Orders paid through Stripe, Inc. may be refunded through Stripe, Inc. 

Orders paid through Klarna may be refunded through Klarna. 

If you wish to exchange a product for another, we recommend placing a new order for the correct product. This way you will receive the new product without any delays. We will then refund the price of the returned product.

Payment will normally be refunded within 14 days of receiving the return shipment, and oftentimes faster.

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

Collector's invoice and installment return will be handled together with Collector's customer service.