Return
Louru grants a statutory 14-day return policy for the products it sells. For products sold as new, the return policy only applies to unused, original packaged, and saleable products.
For refurbished and serviced products, such as refurbished laptops and phones, the return policy is statutory 14 days when ordered through the online store. Retain and return any packaging in which the product was delivered.
The customer can return the product by mail using customer return or directly to our store in Kittilä, address details at the bottom of the page. Return products must be carefully packed.
Returns are free for the customer within Finland if the product is unused and in its original sales packaging, meaning it is saleable. Return fees may apply for packages outside Finland.
For refurbished and serviced products, i.e., used products, returns are free and are only accepted for orders made through the online store within 14 days of receiving the product.
For t-shirt products, please note when ordering that the t-shirt is made specifically for the subscriber, so t-shirt returns are only accepted in the case of a clearly incorrect order (e.g., the print is of poor quality or damaged). The possibility of an incorrect print is minimal due to strict quality control methods used by our print house partner located in the EU area.
If you return a delivery that has been delivered to the address or if delivery cannot be made due to reasons independent of Louru (e.g., wrong phone number or delivery address), we will not reimburse any possible delivery, transport, or installation costs or costs of additional services.
You can return your order via a transport company for products under 25 kg or in size under 100 x 60 x 60 cm.
In a return situation, do the following:
- Notify support@louru.fi by email that you want to make a customer return. We will send you a return label, which you print and tape to the package of the product to be returned.
- Carefully pack the shipment. Then take the package to the transport company listed on the return label, such as Posti or Matkahuolto. Our aim is primarily to make the return shipment with the transport company corresponding to the original delivery method.
- Take the product in its packaged package to the transport company's office and state that you are returning the product. Louru pays the shipping fee for returns within Finland, and you the customer pay the return fees at the time of return or prior to that.
The customer is responsible for return costs for products that require separate transport due to their weight or size (dimensions over 100 x 60 x 60 cm or weight over 25 kg). Delivery costs for shipments left unclaimed (service point returns) will not be reimbursed.
The customer is obliged to present proof of purchase, a receipt, or other proof of place and date of purchase upon return. Additionally, the customer must carefully retain all documents related to the customer return until receiving confirmation of the return from Louru.
The customer is legally responsible for any reduction in value if the product has been used. The customer must take care of the product and its accessories, instructions, and product packaging provided until deciding to keep the product.
Louru will refund the payments received for returned products no later than 14 days after the returned products have been received back or until the customer has demonstrably sent the products back. The refund is made using the payment method the customer used for the order unless expressly agreed otherwise during the return process.
Return restrictions are determined according to applicable legislation. According to the Consumer Protection Act, Chapter 6, Section 16, for example, the following products do not have a return policy:
Games, movies, software, or other sealed products do not have a return policy once the product packaging is opened. Hygiene and intimate products do not have a return policy after opening the package, as the product cannot be resold due to its nature. Hygiene and intimate products include, among others, earphones and hands-free devices.
A product manufactured or modified according to the customer's wishes cannot be resold without considerable loss.
Registered vehicles, service products, or digital content do not have a withdrawal right under the Consumer Protection Act if the service is fully performed or the delivery of digital content has begun electronically with your consent to commence delivery, and if the lack of withdrawal right has been communicated in advance.
For incorrect delivery, defective product, or if the product is lost during transport, the Customer must report immediately to info@louru.fi.
Warranty and Liability for Defects Devices Warranty
The warranty for new products is determined according to the warranty terms defined by the manufacturer. The warranty does not limit the seller's liability for defects as intended by the Consumer Protection Act. The customer should familiarize themselves with the warranty terms provided with the product before taking it into use. Warranty terms can be found in the user manual, a separate warranty form, or from the website designated by the manufacturer, or by inquiring at Louru's store at phone number 040 040 5878. The warranty only covers manufacturing and material defects in the product. Warranty repair is always performed according to the warranty terms of the manufacturer or importer. Defective outlet products are not exchanged for a new equivalent product at the normal price.
For the used / refurbished products we sell, i.e., refurbished by us, we grant a 12-month warranty (Louru warranty) from the date of purchase. The purchase date is visible either:
- on the sticker attached to the machine; or
- on the purchase receipt or order confirmation date
The buyer is entitled to compensation if the product has a defect as defined by the Consumer Protection Act.
- Our primary effort is either to repair the defective product or replace it with a defect-free or similar product.
- Price reduction to compensate for the defect can be considered as a secondary option.
- As a last resort, the cancellation of the sale can be considered.
- During the 12-month warranty period (Louru warranty) granted by Louru, service, and transportation costs between the service and the customer are free of charge. We only charge for diagnostics during the warranty period in situations where the customer has knowingly sent the device unnecessarily for warranty repair. If the product is replaced, its warranty period does not start anew but continues according to the original purchase date.
Before sending the product for service, it is advisable to back up all important and personal data. Louru is not responsible for lost programs or data, even if the defect does not affect the hard drive.
When delivering a product for warranty service, it is necessary to first contact Louru's customer service. Send an email to info@louru.fi describing the nature of the problem. Remember to include your order number in the message.
For warranty service, the product can be delivered either directly to Louru's store at Valtatie 36, 99100 KITTILÄ. Any customer return code obtained from our customer service should be used in the shipment.
The estimated service time is about 10–20 business days. Products delivered for service are stored for three months after notification has been provided to the customer about the completion of the service/work. After this, the product is recycled.
Louru is not responsible for damages caused by the buyer. Costs outside the warranty and costs of clearly unnecessary service visits can be charged in full from the customer.
Louru does not guarantee that third-party software or digital elements will be available for the entire lifespan of the product. Additionally, by purchasing the product, the customer expressly agrees that Louru does not inform about potential updates to software or other content or services, nor are they provided to consumers according to the Consumer Protection Act.
Liability for Defects
Louru is not liable for any inaccuracies in the Service, products, or materials or for the consequences arising from them. Louru is also not liable for any direct or indirect damages or disadvantages that result, for example, from the Service, product, or material not meeting the Customer's needs or objectives.
Louru is not liable for any defect caused by deficiencies in computer software or the way products, materials, or the Service are handled.
Louru's liability for an order placed is always limited to the termination of the contract and the refund of any pre-paid payments.
