Refunds & cancellation
Contact us
To cancel an order, exercise a right of withdrawal or report a defect, email [email protected] with your name, order number and the service concerned. A clear statement is sufficient; you do not have to use a particular form. You may also contact us by telephone or post using the details on our Company page.
Consumers: services
Where the statutory withdrawal right applies, you may withdraw within 14 days of concluding a distance service contract. If you expressly request that work begin during that period, and the required information has been provided, you may have to pay a proportionate amount for work performed before your withdrawal. The right ends after full performance only where the applicable conditions, including the required prior request and acknowledgement, have been met.
Consumers: digital content
Where the statutory withdrawal right applies to digital content supplied without a physical medium, the 14-day period runs from conclusion of the contract. The right is lost on early supply only where you have expressly consented to that supply, acknowledged the loss of the right and received the required contract confirmation. Personalisation to a VIN or delivery of a code alone does not remove all cancellation or defect rights.
Orders not yet performed
Contact us as soon as possible if you want to cancel work that has not started. We will confirm the status of the order and any applicable refund. If an ECU has already been shipped, the return arrangements and any lawful charges depend on the order and reason for cancellation.
Faults, non-delivery and delay
If the agreed service is not provided, is late or does not conform to the contract, contact us. Statutory rights concerning defects and non-performance remain separate from any change-of-mind withdrawal right. We will assess the issue and provide the remedy required by law.
Refunds
For a valid statutory withdrawal, we reimburse the amounts due without undue delay and within 14 days of receiving your withdrawal notice, subject to any applicable legal rules. Refunds use the original payment method unless another method is expressly agreed without additional cost to you. Card purchases and bank-transfer invoices follow their respective payment routes. We do not charge a refund fee.
Business customers
Business cancellation and refund entitlements follow the agreed order and applicable law. The consumer cooling-off right does not automatically apply to a purchase made in the course of a business. Contact us about an unperformed, incorrect or defective order.
Model withdrawal statement
To: SL Global Oy, Sompasaarenlaituri 16 lh., 00540 Helsinki, Finland; [email protected]. I/We hereby give notice that I/we withdraw from the contract for the following service or digital content: [describe]. Order number: [number]. Ordered on: [date]. Name: [name]. Address: [address]. Date: [date]. Signature, only if sent on paper: [signature].