Refund policy

We want you to be happy with every bag of coffee. If something isn't right, here's how to cancel an order or return a product from Finland and abroad.

In short:

You can cancel a purchase within 14 days of receiving it. You don't need to give a reason.
The easiest way is in your customer account under Orders. Email works too. Step-by-step guide: Cancellations and returns.
Unopened coffee and other unused products can be returned. Opened coffee bags and products made with your own photo or logo cannot be returned.
You return products at your own cost by post or by bringing them to our café in Mikkeli.
We refund the money to the same payment method within 14 days at the latest.
We always replace a faulty product, at no cost to you.

1. Right of withdrawal

As a consumer, you have the right to cancel an online purchase by notifying us within 14 days of receiving the products. If the order arrives in several deliveries on different days, the period runs from the last one. This right applies on the same terms to all orders delivered to EU and EEA countries.

Order not shipped yet? Cancel it in your customer account and we will cancel the whole order and refund the full amount including shipping. There are no costs.

How to cancel:

Customer account (recommended): log in at kirjalanpaahtimo.fi/account with the email address you ordered with. Open the order and choose Cancel or Return items. You will receive a confirmation by email.
Email: send a message to vaino@kirjalan.fi. Tell us the order number, your name and the products you are cancelling. You can use the form in section 7, but it is not required.

You have met the deadline if you send your notice before the 14 days have passed. Simply returning the parcel without notice, or not collecting it, is not a cancellation (see section 6).

2. What can and cannot be returned

Product	Can it be returned?
Unopened coffee, tea or syrup in sealed packaging	Yes
Coffee or tea whose packaging has been opened	No, because for hygiene reasons the product cannot be resold
Unused coffee equipment, mug or other product	Yes
Coffee with your own photo or company logo	No, the product is made to your specifications
Gift card	Yes, within 14 days if it has not been used
Gift box	Yes, if all packages are unopened

You may examine a product just as you would in a shop, for example check how a coffee grinder feels in your hand. If the product has been used more than is needed to try it out, we may deduct an amount corresponding to the loss in value from the refund.

You can always make a complaint about a defective product, including an opened coffee bag (see section 5).

3. How to return products

First send a cancellation notice (section 1), then send or bring the products to us within 14 days of the notice.

By post:
Kirjalan Kahvipaahtimo Oy
Pihlasniementie 53
52330 Heimari, Finland

Include the order number or a copy of the order confirmation in the parcel. Keep the shipping receipt until we have confirmed the return.

To the café: you can also bring your return to Kirjalan Kahvila (Nuijamiestenkatu 21, Mikkeli) during opening hours.

With a Matkahuolto return code: if we have sent you a Matkahuolto return label, you can drop the parcel off at any Matkahuolto parcel locker. Enter the code shown on the return label on the locker screen and a door will open. Put the parcel in and close the door. Keep the return label or a photo of it until we have confirmed the return.

Return shipping costs are paid by you, unless the product is faulty or incorrect.

Returning from	Costs and notes
Finland	Choose the carrier and service yourself. Bringing the return to the café is free.
EU countries (e.g. Sweden and Estonia)	Choose a service with tracking. Costs are usually higher than in Finland.
Åland and countries outside the EU (e.g. Norway, the United Kingdom, Switzerland)	Mark the parcel Returned goods and include the order number so that no customs duty is charged on it. Ask us for instructions before sending.

Pack the products well, preferably in the original packaging. You are responsible for the products until they reach us.

4. Refunds

We refund the money within 14 days of your cancellation notice at the latest, but we may wait until the return has reached us or you have shown that you have sent it. We usually process a return on the next business day after it arrives, and we will let you know.

The money is refunded to the payment method you used. Depending on your bank, it usually shows in your account within 2–5 business days. We don't need your account number.
If you cancel the whole order, we also refund the original shipping costs up to the price of the cheapest delivery method we offer. If you chose a more expensive method, such as home delivery, we do not refund the difference.
If you return part of an order, shipping costs are not refunded. If the order falls below the free shipping threshold (€59) after the return, we deduct the normal shipping fee (€5.90) from the refund.
For orders delivered abroad, we refund the order amount and shipping costs on the same terms. We cannot refund customs duties or import taxes paid in the destination country, because they were not paid to us. You can usually reclaim them from your own country's customs.
Any part paid with a gift card is refunded to the gift card.

5. Faulty or incorrect product and transport damage

In these cases do not send a cancellation notice. Instead, email vaino@kirjalan.fi. Tell us the order number and what is wrong, and attach a photo of the product and the packaging. For coffee, please also tell us the roast date printed on the side of the bag.

Transport damage: if the parcel is clearly damaged when you collect it, ask the pickup point to note it or take a photo straight away. Let us know within 14 days.
Wrong or missing product: let us know as soon as possible and we will send the correct product.
Quality defect (e.g. the coffee tastes stale or the equipment doesn't work): let us know within a reasonable time of noticing the defect. An opened coffee bag is fine too.

You can choose whether we send a new product or refund your money. We pay the return costs and provide a ready-made return code if needed. For small items, such as a single bag of coffee, a photo is often enough and you don't need to send the product back.

These rights apply to all our customers, whatever their home country.

6. Subscription and uncollected parcels

Coffee subscription

You can cancel, pause or change your subscription at any time in your customer account or by email. The change applies to the next charge if you make it before the billing date.
You have the normal 14-day right of withdrawal for the first delivery.
A monthly delivery that has already been charged and shipped can be returned like any other product if the packages are unopened.

Uncollected parcel

Not collecting a parcel is not a cancellation. If you don't collect your parcel and it is returned to us, we will contact you and you can choose:

we send the parcel again once you pay for a new delivery (€10 in Finland, actual costs abroad), or
we refund your payment minus the actual delivery and return costs (€10 in Finland, actual costs from abroad).

Because coffee should be fresh, we keep a returned parcel for 14 days. If we cannot reach you during that time, we refund the money using the latter option.

7. Cancellation form and disputes

You can copy this form into an email. Using it is not required.

To: Kirjalan Kahvipaahtimo Oy, Pihlasniementie 53, 52330 Heimari, Finland, vaino@kirjalan.fi

I hereby give notice that I withdraw from my contract of sale of the following goods: ______

Order number: ______
Ordered on: ______ / Received on: ______
Name: ______
Address: ______
Date: ______

Disputes. If we cannot reach an agreement, you can take the matter to the Finnish Consumer Disputes Board (kuluttajariita.fi). Advice is available from the Finnish consumer advisory service (kkv.fi). Customers living in other EU countries can contact the European Consumer Centre in their own country (ECC-Net). Finnish law applies, but this does not remove the mandatory consumer protection rules of your country of residence.

Consumer protection rights do not apply to business purchases.

Updated 21 October 2026.