Refund policy
Return & Refund Policy – WHIFF
WHIFF Oy (“WHIFF”) complies with applicable Finnish and European Union consumer protection legislation. Nothing in this Return & Refund Policy limits any mandatory rights available to consumers under applicable law.
EU Right of Withdrawal
Consumers located within the European Union generally have the right to withdraw from a distance sales contract within fourteen (14) days without giving a reason.
The withdrawal period expires fourteen (14) days after the customer, or a third party designated by the customer other than the carrier, receives the goods.
To exercise the right of withdrawal, the customer must notify WHIFF of the decision to withdraw within the withdrawal period by an unequivocal statement, for example by email to:
The customer may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. The customer may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose, as provided by applicable law.
Sealed Products and Hygiene Protection
Where applicable under consumer protection legislation, the statutory right of withdrawal may not apply to sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once their seal has been broken after delivery.
Any such exception will be applied only where the requirements of applicable law are met.
This does not affect the customer's statutory rights in relation to defective, damaged, incorrect or otherwise non-conforming products.
WHIFF Decants – 5 ml and 10 ml
WHIFF offers selected fragrances in 5 ml and 10 ml formats. These products contain original fragrance that has been transferred from the original manufacturer's product into WHIFF's own smaller packaging.
Unless expressly stated otherwise, the decant bottle, label and packaging are provided by WHIFF and are not manufactured or packaged by the original fragrance brand.
Opened or used decants cannot generally be returned where an applicable statutory exception to the right of withdrawal applies.
Unopened and unused decants may be returned subject to this policy and applicable consumer protection legislation.
Nothing in this section limits the customer's statutory rights where a decant is defective, damaged, incorrect or otherwise does not conform to the contract.
Customers Outside the EU
For customers outside the European Union, including customers in the United States and Canada, WHIFF voluntarily offers a 14-day return period beginning on the date of delivery, unless mandatory local consumer protection legislation provides the customer with additional rights.
Products returned under this voluntary policy must be unused, unopened and in their original condition and packaging.
Any mandatory consumer rights applicable in the customer's country remain unaffected.
Incorrect, Damaged or Defective Products
If a customer receives an incorrect, damaged, defective or otherwise non-conforming product, the customer should contact WHIFF without undue delay after discovering the issue.
Contact:
Please provide, where reasonably possible:
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order number;
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description of the issue; and
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photographs of the product and packaging where these are relevant to assessing the issue.
Failure to provide photographs does not remove any mandatory statutory rights available to the customer.
Where WHIFF is legally responsible for a defective, incorrect or non-conforming product, WHIFF will provide the remedy required under applicable consumer protection legislation and will bear the costs for which WHIFF is legally responsible.
How to Make a Return
Before sending a return, customers are requested to contact WHIFF at:
WHIFF will provide the appropriate return instructions and return address.
This request is intended to facilitate the return process and does not restrict a consumer's statutory right of withdrawal or other mandatory rights.
Unless otherwise required by applicable law, customers exercising a statutory right of withdrawal must return the goods without undue delay and no later than fourteen (14) days after notifying WHIFF of the withdrawal.
Unless WHIFF has agreed otherwise or applicable law requires WHIFF to bear the cost, the customer is responsible for the direct cost of returning the goods.
Refunds
Where a consumer validly exercises the statutory right of withdrawal, WHIFF will reimburse payments received from the consumer, including the cost of WHIFF's least expensive standard delivery option, in accordance with applicable law.
If the customer selected a more expensive delivery method than WHIFF's standard delivery option, WHIFF is not required to reimburse the additional delivery cost.
Refunds will be made using the same payment method used for the original transaction unless otherwise expressly agreed.
WHIFF will process statutory refunds within the time limits required by applicable law. Where permitted by law, WHIFF may withhold reimbursement until the returned goods have been received or the customer provides evidence that the goods have been sent back, whichever occurs first.
For voluntary returns outside statutory withdrawal rights, refunds are normally processed after the returned product has been received and inspected.
Return Shipping Costs
Where a customer exercises the statutory right of withdrawal, the customer bears the direct cost of returning the goods unless WHIFF has agreed to bear that cost or applicable law provides otherwise.
Where the return results from an incorrect, defective, damaged or otherwise non-conforming product for which WHIFF is responsible, WHIFF will bear the costs required by applicable law.
International Orders, Customs and Taxes
Orders delivered outside the European Union may be subject to customs duties, import taxes, brokerage fees or other charges imposed by the destination country.
Unless otherwise stated at checkout or required by applicable law, such charges are the responsibility of the customer.
The treatment of duties and taxes in connection with a return will depend on the applicable customs and tax rules and cannot necessarily be refunded by WHIFF.
Uncollected and Refused Shipments
Failure to collect a shipment or refusal to accept delivery does not necessarily constitute a valid exercise of the statutory right of withdrawal.
Customers wishing to withdraw from an eligible purchase should notify WHIFF clearly of their decision to withdraw.
Where permitted by applicable law, WHIFF may deduct reasonable and actual additional costs caused by an uncollected or unjustifiably refused shipment from any amount otherwise refundable to the customer.
This does not affect any mandatory consumer rights.
Contact
Questions concerning returns, refunds or statutory consumer rights may be sent to:
WHIFF Oy
whiff@whiff.fi
Last updated: September 2026.