Refunds & Complaints Policy
Effective date to be confirmed before launch.
Something wrong with an order? Report it on that order in ZUPII. You never have to work out whether the store or ZUPII caused the problem — we take the report, respond to you, and sort out responsibility between us afterwards.
Operator details
Operator details must be completed before launch
The following legally required details have not been supplied. We do not display guessed or example values.
- Registered company name
- Finnish Business ID (Y-tunnus)
- Geographical address
- Customer support email
- Privacy request email
- Data Protection Officer contact (if appointed)
- Policy effective date
1. Who sells your groceries
The independent store shown on the store page, at checkout and on your order confirmation is the seller of the products. ZUPII operates the marketplace and the scheduled delivery that brings the order to your door.
2. Who is responsible for what
The store is responsible for the goods up to the point they are handed over to the ZUPII rider, including:
- That the products are legal to sell and safe.
- Accurate product, ingredient, allergen, quantity and price information.
- Freshness and remaining shelf life, and correct storage before collection.
- Correct picking: the right products, the right quantities, nothing missing.
- Product quality and completeness at the moment of handover.
- Safe, appropriate packaging for transport.
ZUPII is responsible for problems attributable to ZUPII-controlled delivery after a documented handover from the store, including:
- Loss of the order or part of it after handover.
- Damage caused in transit, or mishandling by the rider.
- Temperature failure during transport, where temperature control applies to the goods.
- Delivery to the wrong address.
- Items missing after a complete handover was documented.
- Unreasonable delay in our delivery that causes goods to deteriorate.
3. Common situations
| What happened | Internally handled by | What you do |
|---|---|---|
| An item is missing from the bag | Store, unless it was lost after handover | Report the problem on the order |
| Wrong product was packed | Store | Report the problem on the order |
| Product past its date or spoiled on arrival | Store, unless caused by transport conditions | Report the problem on the order, photo helps |
| Allergen or ingredient information was wrong | Store | Report the problem on the order; seek medical help first if you are unwell |
| Package crushed or leaking on arrival | ZUPII delivery, unless it was packed that way | Report the problem on the order, photo helps |
| Order never arrived | ZUPII delivery | Report the problem on the order |
| Delivered to the wrong address | ZUPII delivery | Report the problem on the order |
| Chilled or frozen goods arrived warm | ZUPII delivery, unless handed over already warm | Report the problem on the order, photo helps |
| Delivery much later than the agreed window and food suffered | ZUPII delivery | Report the problem on the order |
The middle column describes how we allocate the cost between us internally. It never changes where you send your complaint or what you are entitled to.
4. One channel for complaints
Open your order in ZUPII and choose "Problem with this order". Tell us what happened, and add a photo if you have one. Your report reaches ZUPII and the store together. If responsibility is unclear, ZUPII handles your claim first and settles the allocation with the store afterwards — you are never asked to contact the store separately in order to be helped.
Please report problems with perishable food as soon as you reasonably can, so the condition of the goods can still be assessed. A photo helps us resolve the case faster, but a missing photo does not remove your statutory rights.
5. What you can get
Depending on the defect and on mandatory consumer law, the outcome may be a replacement item, a redelivery, a repair where that is relevant, a price reduction, a refund of the affected item, a refund of the delivery fee, or cancellation and refund of the whole order. We do not promise that every report automatically results in a refund; we assess what happened and offer the remedy that the situation and the law call for.
Where a payment has been made by card, refunds are returned to the original payment method. Where you agreed to pay the store on delivery, the correction is handled with the amount payable or repaid to you. We do not state a processing time here, because we have not fixed one — any statutory time limit that applies to a refund is met regardless.
6. Cancelling an order
You can cancel an order yourself from your order history while it is still at an early stage — before the store has finished preparing it and before a rider has collected it. After that the cancel action disappears, and you should use "Problem with this order" instead so we can help.
7. Statutory right of withdrawal
Many distance purchases carry a 14-day right of withdrawal under Finnish consumer law. Some goods are exempt from that right, in particular goods that deteriorate or expire rapidly — which covers much fresh and chilled grocery produce — and sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed. Whether the exemption applies depends on the specific product, so we do not claim that groceries in general cannot be returned.
The right of withdrawal is separate from your rights when something is defective. Even where withdrawal does not apply, you are still entitled to a remedy if the goods are faulty, spoiled, incorrect or not as described.
8. Your mandatory rights
Nothing in this policy limits or excludes the rights you have under mandatory Finnish and EU consumer law. Where anything here conflicts with those rights, the law applies.
If we cannot agree, you can contact the Finnish Consumer Advisory Service and refer the matter to the Consumer Disputes Board, or use the EU online dispute resolution route.