Consumers returning goods to an online store must pay the costs of returning the goods if the company has not committed itself to paying them.
The seller can charge the consumer only for the actual direct costs of returning goods. These costs include shipping and transport costs, but not the seller’s handling costs. For instance, a distance selling company routinely picks up deliveries from the post office, and may not charge the consumer separately for this. The Consumer Disputes Board has also taken this view in its established practice.
Consumers have the right to choose how the goods are returned. If they choose not to return the goods via mailed customer return, they are responsible for the return costs. Furthermore, the company may charge for the direct costs of customer returns if the consumer has been clearly informed of this beforehand.
Bulletin of the Consumer Disputes Board: “Return costs of online purchases must not be overinflated” (in Finnish)
Online purchases: returning goods and payments
Notice of cancellation