All our goods have a 14-day (counting from receiving the shipment) return and exchange policy, excluding underwear and other hygienic or intimacy products (e.g. earplugs), gift certicates, tickets, clearance sale and outlet products. After the 14-day reclamation period we are not liable for any refunds or exchanges. If you received a faulty item, it needs to be returned in the exact same condition for us to be able to confirm the fault before we can proceed with any exhange or refund.
Customers outside Finland need to cover the return shipping costs by themselves. We will ship the replacement items for free.
To be eligible for a return, your item must be unused and in the same condition that you received it with no signs of use on it. The items must also be returned in their original packaging. With media products (e.g. CD's or DVD's) the shrink wrap and the possible seal have to remain unopened. If there were e.g. pet hair or stains on the returned product, a refund will not be accepted. However, if you have received a wrong or faulty product, you can change it to a new one.
Refunds (when applicable)
After the return is approved a refund will be processed, a credit will automatically be applied to your credit card or original method of payment. Refunds processing may take some time but no later than 30 days after we have received your return.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your credit card or PayPal balance, then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at store[at]backstagerockshop.com.
If you are shipping an item worth a lot of money, you should consider using a trackable shipping service or purchasing shipping insurance. We are not liable for any lost or missing return shipment.
In cases of exchange the delivery of replaced items may take awhile depending on the destination.
Fill out this return form (PDF) accordingly and include it in the return shipment.
For any questions about returns, exhanges or refunds, please contact our customer service at store[at]backstagerockshop.com.