Last updated: 29 September 2026
This policy explains how to cancel a purchase, return a product and get a refund at Luova.fi. The seller is MoLux Oy (Business ID 2254035-8), and Luova.fi is its trade name. Our other terms of sale are in the shipping policy and the terms of service.
Right of withdrawal
As a consumer you have the right to cancel your purchase without giving a reason within 14 days of receiving the product. If the order is delivered in several parts, the period starts when you receive the last part.
How to cancel
Tell us you are cancelling by emailing info@luova.fi before the 14 days have passed. Include your order number and the products you are returning. You can also use the model withdrawal form below, but you don't have to.
Simply sending the product back or not collecting the parcel does not count as a cancellation notice.
Returning products
Send the products back no later than 14 days after your cancellation notice to:
MoLux Oy / Luova.fi
Suvilahdenkatu 10 A 5
00500 Helsinki
Finland
- You pay the return shipping unless the product is faulty.
- Pack the products carefully, especially glass, acrylic and framed products. If possible, return the product in its original packaging.
- You may examine the product as you would in a shop. You are responsible for any loss in value if you have handled it more than is needed to establish its nature and characteristics.
Refunds
We refund the payment, including the original standard shipping costs, no later than 14 days after receiving your cancellation notice. If you chose a more expensive delivery method than our cheapest standard option, we only refund shipping up to the price of that standard option.
The refund is made with the payment method you used for the order, unless agreed otherwise. We may withhold the refund until we have received the product back or you have shown that you have sent it.
The right of withdrawal does not apply to
- products cut or made to the customer's measurements, such as glass, acrylic and passe-partout mats cut to size
- gift cards that have already been used
Exchanges
If you want to exchange a product for another size or model, contact us at info@luova.fi and we'll arrange the exchange with you.
Faulty products and transport damage
Check the parcel when you receive it. If the parcel is visibly damaged, report it to the carrier when you collect it and take photos of the parcel and the product.
If a product is faulty or does not match your order, let us know by email within a reasonable time of noticing the defect. A notice given within two months is always on time. Please include your order number and a photo of the defect.
We will repair the defect or send a new product. If that is not possible, we will refund the purchase. We pay the return costs for faulty products. These rights apply regardless of the right of withdrawal.
Uncollected parcels
Not collecting a parcel does not count as a cancellation. If you do not collect a parcel and have not cancelled the order, we will charge the actual shipping and return costs.
Business customers
The right of withdrawal applies to consumers only. Returns by business customers are agreed separately. Defects are governed by the Finnish Sale of Goods Act and must be reported without delay.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- To: MoLux Oy / Luova.fi, Suvilahdenkatu 10 A 5, 00500 Helsinki, Finland, info@luova.fi
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
- Ordered on (*) / received on (*):
- Order number:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
(*) Delete as appropriate.
Contact
MoLux Oy (trade name Luova.fi)
Suvilahdenkatu 10 A 5, 00500 Helsinki, Finland
Email: info@luova.fi
Phone: +358 40 154 8554