This guideline constitutes a portion of our Terms of Service Policy. When you establish an Account on Finnalby, you consent to this policy and our Terms of Service Policy.
The Wholesale Seller or Retail Seller (“seller”) is the only one that can cancel a Finnalby order, once it is placed. If you're a Reseller or a Buyer who wants to request a cancellation, please contact the Seller directly through Finnalby Chat.
A Seller may cancel a transaction under the following circumstances:
- Both the Buyer and Seller agree to cancel the transaction before shipment, and the Seller has issued the buyer a full refund.
- The Seller has decided to refuse service to the Buyer, and if the Buyer has already paid, the Seller has issued a full refund, including shipping.
- The Buyer did not receive the item(s) ordered, even though the Seller provided proof of shipping, and the Seller has issued a refund for the item. (Refunding shipping is optional, unless the Buyer paid with Finnalby Ledger, in which case a full refund is required.)
- The Buyer and Seller agreed that the Buyer could return the item to the Seller for a refund. The Seller has received the returned item and issued a refund to the Buyer for the item. (Refunding shipping is optional, unless the Buyer paid with Finnalby Ledger, in which case a full refund is required.)
All cancellations must adhere to these policies on Finnalby:
- The order meets one of the above criteria.
- The Buyer has not yet received their item. (Received orders don't qualify for cancellation.)
- The Seller refunds the buyer in full, except as described above.
- The cancellation complies with all of Finnalby's policies, including the Anti-Discrimination Policy.
- For more information on how to cancel an order.
Damaged or Missing Products
Buyers must contact Sellers through Finnalby Chat to resolve issues related to damaged or missing items. Sellers are responsible for resolving such issues, including making claims with your shipping provider. Finnalby may deduct payouts or charge a Seller’s bank account for damaged or missing items, but Sellers have the right to dispute these charges.
Finnalby Order Protection Program for Sellers
Finnalby Order Protection program for Sellers applies to deliveries where the item does not arrive and for disputes about listing accuracy. In general, it will not apply to open Files concerning damaged items. See Finnalby Order Protection Program for Sellers.
Finnalby retains the authority to accept or decline any missing or damaged report submitted by a Buyer or Reseller. It is at Finnalby’s exclusive reasonable discretion, particularly if Finnalby suspects fraudulent activities. Finnalby's determination regarding the acceptance of a damaged or missing claim remains binding.