Please note: If you are returning goods from outside the European Union, please first contact our customer service with your order number and the list of returned goods! We need this information for customs purposes. Thank you!
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 have received a wrong or faulty product, contact our customer service immediately.
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 clean and unused and in the same condition that you received 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 is e.g. hair, pet hair or stains on the returned product, it will not be accepted.
Fill out this return form (PDF) accordingly and include it in the return shipment.
Once your return shipment is received and item(s) inspected, we will send you an email to keep you up to date about the processing.
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. Refunds are processed automatically through payment services according to chosen payment method for order.
Late or missing refunds (if applicable)
If you haven’t received a refund after reasonable amount of time, first check your email and 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 requested exchange item is out of stock
If there is restock coming for the item, we will notify about it by email. In case item in question is unavailable, we will refund payment for returned item.
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.
Kindly note, refused or undelivered shipments returned back to us are not considered as authorized customer return.
For any questions about returns, exhanges or refunds, please contact our customer service at store[at]backstagerockshop.com.