Refund policy

Return and refund policy

Version 1.0 Effective 21 september 2026

This policy explains three separate things: your legal right to change your mind, your legal right to a working and correctly described product, and anything we offer beyond what the law requires. These are not the same right, and this policy does not reduce or replace any of them.

1. Definitions. "You" means a consumer ordering from rotheestate.com for personal use. "We", "us", "our" means Rothe Estate. "Order" means one or more items purchased together in a single checkout. "Withdrawal period" means the 14-day period described in section 2.

2. Your right to cancel (statutory right of withdrawal).

2.1 If you are a consumer ordering from the European Union, you have the right to cancel your order within 14 days without giving any reason and without needing to show anything is wrong with it.

2.2 The 14-day period starts on the day you, or someone you nominate, physically receives the goods — not the day you place the order. If your order arrives in more than one parcel, the 14 days starts on the day you receive the last parcel.

2.3 You do not need to wait for delivery to cancel. You may cancel at any time from the moment you place your order up until 14 days after you receive it.

2.4 To cancel, tell us clearly — by email to info@rotheestate.com or using the model cancellation form at the end of this policy. You do not have to use the form, but your message must clearly state that you are cancelling and give your order number.

2.5 What happens next depends on whether your order has shipped. If it has not shipped, we cancel it and refund you in full within 14 days of your notice. If it has shipped or arrived, we will tell you within 5 business days what to do with the item.

2.6 Returns are free. You never pay to send anything back. Where we need the item returned, we send you a prepaid return label or full written instructions, and you post it. Where returning the item would cost more than it is worth to us, we will simply tell you to keep it and refund you anyway. Either way there is nothing for you to pay and nothing for you to arrange.

2.7 We refund you within 14 days of being informed of your decision to cancel. Where we have asked for the goods back, we may wait until we receive them or until you give us proof of posting, whichever is earlier. We refund the price you paid to the same payment method you used. Delivery was free, so there is no delivery charge to add back.

2.8 You may examine the goods as you reasonably would in a shop before deciding to keep them. If you have used or handled them more than that, we may deduct an amount reflecting the reduction in their value.

2.9 A small number of items cannot be cancelled under this right once specific conditions are met: goods made to your specification or clearly personalised; sealed goods not suitable for return for health or hygiene reasons once unsealed; and goods that become inseparably mixed with other items after delivery.

2.10 If your order contains several items and only some have arrived, the 14-day period for the whole order runs from receipt of the last item.

3. Faulty, damaged or not-as-described goods (your legal guarantee).

3.1 This is a separate and additional right to the cancellation right above. It is not limited to 14 days.

3.2 If an item is faulty, damaged in transit, or not as described, you are entitled to a repair, a replacement, a price reduction, or in some circumstances a full refund, under the legal guarantee of conformity that applies to all goods sold to consumers in the EU. This right applies for at least two years from delivery. For at least the first year, a fault is presumed to have existed at delivery unless we can show otherwise, and where your own country's law gives you longer, the longer period applies.

3.3 You do not pay for return shipping. Contact us at info@rotheestate.com with your order number, a description of the problem and photos where possible. The request for photos is to help us resolve your claim quickly; it is not a condition you must satisfy before your legal rights apply.

3.4 We will tell you which remedy applies and why. Repair or replacement comes first; where that is impossible, would take unreasonably long, or would cause you significant inconvenience, you are entitled to a price reduction or to cancel and be refunded.

3.5 If you are ordering from Ireland, you have more than this. Under the Irish Consumer Rights Act 2022 you may reject a faulty item and claim a full refund within 30 days of receiving it, without having to accept a repair or a replacement first. After those 30 days the remedies in 3.4 apply. For the first 12 months we have to prove the item was not faulty when you received it; after that the burden is yours. Your overall right to claim for a faulty item runs for six years from delivery, not two.

4. Returns we offer beyond what the law requires. We do not currently offer a change-of-mind window longer than the statutory 14 days in section 2. Your statutory rights in sections 2 and 3 apply in full regardless.

5. How refunds are paid. To the payment method you originally used. We do not offer store credit or an exchange in place of a refund you are legally owed.

6. Non-delivery and lost parcels. Risk stays with us until you or your nominee physically receives the goods. If a parcel is lost or never arrives, you are not required to pay for it, and if you already have, you are entitled to a full refund.

7. Undeliverable, refused or unclaimed parcels. If a parcel comes back to us as undeliverable, refused or uncollected through no fault of ours, we will contact you to arrange redelivery or a refund. Where the parcel could not be delivered because of something within your control, we may pass on the direct redelivery or return freight cost we are actually charged, and we will tell you that amount before applying it.

8. Complaints. Email info@rotheestate.com and tell us what you would like us to put right. If we cannot resolve it, customers in Finland may refer the matter to the Consumer Disputes Board, after first contacting the Consumer Advisory Service. Customers elsewhere in the EU may contact their local European Consumer Centre (ECC-Net).

9. Model cancellation form. Complete and return this form only if you wish to withdraw from the contract.

To Rothe Estate, Iirislahdenranta 26 B 2, 02230 Espoo, Finland, info@rotheestate.com:

I / We hereby give notice that I / We cancel my / our contract of sale of the following goods:

• Goods ordered:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date:

Delete whichever of “I” or “We” does not apply.