Online Shopping Rights in Finland

Finnish consumer law — rooted in the Consumer Protection Act (Kuluttajansuojalaki) and EU directives — gives online shoppers some of the strongest protections in the world. Whether you are buying from a Finnish retailer or an EU-based online store, you have clear, enforceable rights.

The 14-Day Right of Withdrawal

When you buy goods or services online (distance selling), you have the right to cancel the order and return the goods within 14 days of receiving them — no reason required. This is called the right of withdrawal (peruuttamisoikeus).

To exercise this right:

  1. Notify the seller in writing within 14 days of delivery
  2. Return the goods within 14 days of your cancellation notice
  3. The seller must refund you within 14 days of receiving the goods back

You may have to pay the return shipping costs unless the seller offers free returns.

Exceptions to the Right of Withdrawal

Some products and services are exempt from the 14-day return right:

  • Custom-made or personalised goods
  • Sealed hygiene or health products that have been opened
  • Perishable goods (food, flowers)
  • Digital content that has already been accessed
  • Event tickets and hotel bookings for specific dates

Faulty or Defective Products

If a product is defective or does not match its description, you are entitled to a remedy under Finnish law. The seller must:

  • Repair or replace the item at no cost to you, or
  • Offer a price reduction or full refund if repair/replacement is not possible

Finland implements EU rules that give consumers a minimum two-year guarantee period for new goods. A product that fails within this period is presumed to have been defective at the time of purchase unless the seller proves otherwise.

Delivery Problems

If your order does not arrive within the agreed delivery time (or within 30 days if no date was agreed), you have the right to:

  • Set a new reasonable deadline and demand delivery
  • Cancel the order and receive a full refund if the new deadline is also missed

The seller, not the delivery company, is legally responsible to you as a consumer for delivery issues.

Resolving Disputes

If a seller refuses to honour your rights, you have several options:

  • Consumer Advisory Services (Kuluttajaneuvonta) — free mediation and advice, run by the Finnish Competition and Consumer Authority (KKV)
  • Consumer Disputes Board (Kuluttajariitalautakunta) — a free, independent body that issues recommendations in consumer disputes
  • EU Online Dispute Resolution (ODR) Platform — useful when buying from sellers in other EU countries

Tips for Safe Online Shopping

  • Always check that the seller provides a physical address and contact details
  • Read the return and refund policy before purchasing
  • Pay with a credit card or a service like PayPal — these offer additional chargeback protection
  • Keep all order confirmations, emails, and receipts as evidence
  • Be cautious with unfamiliar non-EU sellers — your rights may be harder to enforce outside the EU

Finnish consumer law is firmly on your side. Knowing these rights means you can shop online with confidence — and take action when things go wrong.