Refunds & Complaints Policy

1. Current service

There is no active basket, checkout, payment or delivery service for new purchases. Store and product pages are for discovery only.

2. Historical orders

If you need help with a past ZUPII order, use its existing support option where available or contact zupiilogistics@gmail.com. Include the order reference and a description, but do not send card details or passwords.

The independent store was the seller of the groceries and remains responsible for product legality, safety, food information, freshness, picking, completeness and packaging up to documented handover. ZUPII handles the customer complaint channel and delivery failures attributable to ZUPII-controlled delivery after handover.

3. Assessment and remedies

We assess the record and route the issue to the responsible party. Depending on the facts and mandatory law, a remedy may include correction, replacement, price reduction, cancellation or refund. A photo may help assess a product problem, but the lack of a photo does not remove statutory rights.

Where a historical card payment requires a refund, it is returned through the original payment provider and normally to the original payment method, subject to mandatory law. Processing time also depends on the payment provider and card issuer, so no fixed arrival time is promised.

4. Withdrawal and defective goods

Some distance purchases have a 14-day withdrawal right, but legal exceptions can apply to rapidly deteriorating goods and certain unsealed hygiene-sensitive goods. These exceptions do not remove remedies for goods that were defective, spoiled, incorrect or not as described.

5. Mandatory rights

Nothing in this policy limits mandatory Finnish or EU consumer rights. If this policy conflicts with mandatory law, the law applies.

If a historical dispute cannot be resolved, consumer advice and dispute-resolution channels may be available.

• Consumer Advisory Service
• Consumer Disputes Board
• EU consumer redress

6. Future ordering

Before ZUPII accepts new purchases, this policy and the Terms of Service will be updated to explain the active seller, payment, cancellation, delivery and complaint process shown at checkout.