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Refund policy

Returns within 14 days

You can withdraw from your online purchase within 14 calendar days of receiving the goods, without giving a reason. This also applies to standard items bought on sale or in the OUTLET. Email hello@safu.ee with a clear statement that you wish to withdraw. Please include your order number if you have it. Send the item back within 14 calendar days of notifying us.

Return shipping

  • Returns from Estonia: We cover return shipping via a parcel locker. Email us for a return code before sending the parcel.
  • Returns from Finland and other countries: If you change your mind or the item does not suit you, you cover the direct cost of sending it back. Email us for return instructions.
  • Wrong or faulty item: Contact us so we can arrange any necessary return at our expense.

Trying on and personalised items

You may try on an item as you would in a shop. If handling beyond what is needed to check the item reduces its value, you may be responsible for that loss in value. The right to withdraw does not apply to goods made to your specifications or clearly personalised, such as a poncho embroidered with your chosen name. Your rights in relation to faulty items still apply.

Refunds

We refund using your original payment method unless you expressly agree otherwise. If you withdraw from the whole order, we also refund what you paid for the least expensive standard delivery option we offered. We issue refunds without undue delay and within 14 days of receiving your withdrawal notice. We may wait until we have received the goods back or you have provided proof of sending them, whichever comes first.

Faulty items

You can submit a complaint about a defect that becomes apparent within two years of delivery. Let us know within two months of discovering it at hello@safu.ee or on +372 529 6400. If a defect becomes apparent within the first year, it is presumed to have existed at delivery unless that is incompatible with the nature of the goods or the defect. Where SAFU is responsible, we will repair or replace the item as required by law. If the issue cannot be resolved this way, you may be entitled to a price reduction or refund.

Exchanges

If you would like another size or colour, you can return the original item and place a new order.