Order Cancellation and Returns

You can cancel an order placed in the Elisa online store within 14 days of receiving it:

• ​In OmaElisa​
• In the Elisa online store
• ​By contacting customer service​
• ​By visiting an Elisa store (FI)​

If your order has not yet been delivered, you can cancel it directly in OmaElisa order tracking.

​Log in to OmaElisa to track your order​

After cancellation, please return your device according to the return instructions.

You can cancel orders placed via phone or chat within 14 days of receiving them:

• ​By contacting customer service​
• ​By visiting an Elisa store (FI)​

If your order has not yet been delivered, it can be cancelled directly in OmaElisa.

​Log in to OmaElisa to track your order​

If your order included a device, please return it according to the return instructions.

When you cancel your order:

• Your contract ends and you’ll receive a confirmation.
• Any advance payment will be refunded.
• Devices must be returned (see the "Product return" instructions).
• If it’s a service, usage ends according to the cancellation.
  

You cannot cancel or return if:

• More than 14 days have passed since receiving the order or order confirmation
• The device has been used, is unsellable, or incomplete
• The product is a hygiene item and the packaging has been opened (e.g. in-ear headphones)
  

Digital content

Digital content does not have a cancellation right. This includes services such as Elisa Viihde Mini, streaming subscriptions, TV channel packages, or rented/purchased content in Elisa Viihde.

You can terminate Elisa Viihde Mini, streaming services and TV channel packages on the elisaviihde.fi orders page.

​Log in to Elisa Viihde orders page​

Store purchases

Products bought from Elisa stores generally cannot be cancelled. Please contact the store where you made the purchase for possible returns.

Note: Orders placed online or remotely with store pickup still have the standard cancellation right.

If the product has not yet been delivered to you or is waiting to be collected from a service point/parcel locker, follow these instructions:

The package is at a service point/parcel locker:

• You can leave the package uncollected, and it will be returned to Elisa.

The package is being delivered to your home:

• Please contact the delivery company. This will allow the delivery to be cancelled without delays or the need for a separate home collection.
• ​Posti contact details​
• ​Matkahuolto contact details​
• ​Budbee contact details​
  

You can return an (unused) product purchased online or by phone within 14 days of receiving it. The condition of all products is inspected when they are returned to Elisa. Products cannot be returned to an Elisa store.

1. Register your return at OmaElisa

• Submit a return notification in OmaElisa within 14 days of receiving the product.
• Follow the instructions and provide reason and condition details.
• Pack the product in a separate package and return it within 28 days of receiving it.

If the packaging is damaged or the product is no longer in a condition suitable for re-sale, please see the additional instructions regarding "Charges for Use‑Related Depreciation or Service Fees".

2. Pack your product

• Pack the product and all accessories included with it in the product’s original packaging.
• Place the retail packaging inside a separate package, such as a cardboard box or a sturdy paper bag.
• Write the return details on the separate package according to the instructions you received via OmaElisa or email.

3. Return the product via Matkahuolto, Posti or Budbee

• Once the product has been packed and the return details have been written on the package, take it to a Matkahuolto or Posti service point or reserve a locker. A Budbee pickup can be booked through the Budbee app or via the original tracking link.
• Keep the return receipt until we have notified you that your return has been processed.

4. Processing the return and refund

• The processing time for returns is 1–2 weeks.
• The return is free of charge, but we will charge the original delivery fee for the order.

Refund:

• If you have already received an invoice: We will automatically credit the invoice.
• If you paid for the products in advance: Submit a refund request in the order view at OmaElisa.​

You will receive a confirmation by text message once the product has been returned and the refund has been processed.

Some phones have a high-capacity battery, which means they can only be returned via home pickup (Posti or Matkahuolto).

How to return a phone with a high-capacity battery

1. ​Report the return in OmaElisa on the device page within 14 days of receiving the phone and follow the instructions.
2. Pack the phone and all accessories in the original packaging, and then place it inside an additional outer box.
3. Fill in the return form included with the device and add it to the package.
4. ​Contact our customer service, and we will arrange a pickup for the device. The return is subject to a fee (€12.99).
   

You can identify a phone with a high-capacity battery by the warning label on the package. Examples of such phones include: OnePlus 13R, Honor Magic7 Lite 5G, Motorola Edge 60 Pro, OPPO Find X9 Pro, OPPO Find X9, OPPO Reno14, OPPO Reno14 F, and OPPO A5 Pro.

If you are returning an Elisa Kotiturva device for any reason (e.g. reducing the number of devices, returning a faulty device, device replacement, or termination)

• Please contact Kotiturva customer service before returning the device by sending an email to kotiturva@elisa.fi. You will then receive detailed return instructions.
• Alternatively, you can report the return using the form on the Kotiturva website.

​Log in and report the return on the Elisa Kotiturva pages​

The notice period for Elisa Kotiturva is 30 days.

You can return devices related to the Elisa Kotiverkko service by post after first cancelling the service in OmaElisa. The service has a 30-day notice period. The notice period begins once the devices have been returned to Elisa.

​Log in to OmaElisa to cancel and terminate the Elisa Kotiverkko service​

Return address via Posti:
Elisa / CUSTOMER RETURNS
Return ID 600275

Return address via Matkahuolto:
Elisa / CUSTOMER RETURNS
Return ID 9518175

If you notice any damage to the packaging upon delivery, report it immediately to the carrier, request a note on the delivery document, and contact our customer service without delay (no later than 7 days from receipt).

If you discover hidden damage after unpacking, report it to customer service as soon as possible, and no later than 7 days from receipt. Keep the original packaging until you have fully inspected the device.

Note: We recommend taking photos of any damage to both the device and the packaging.

You may open the package and review the contents, but using the device (e.g. powering it on) counts as taking it into use.

The device must be returned in good, resalable condition with all accessories included. If the device has been used, a depreciation fee of 30% up to the full price may be charged, depending on its condition. The device is inspected upon return.

For hygiene products, the right of return expires once the packaging is opened. If returned after opening, depreciation may be charged up to the full value.

Examples of use that reduce the device’s value include:

• Powering on or charging the device
• Removing protective films
• Using the device or adding accounts
• Inserting a SIM card
• Visible damage, missing parts, or missing packaging

Make sure all accounts (e.g. iCloud, Google) are removed before returning the device. Devices with active accounts cannot be reused and may be charged at full price. Reset the device to factory settings if needed.

If you cancel the agreement after the service has been activated, you are still responsible for any service fees incurred before the cancellation. Service fees include, for example, monthly fees and usage-based charges.

Services refer to Elisa’s digital services, such as Elisa Tietoturva, Elisa Mobiiliturva, Elisa Mobiilivarmenne, Elisa Sähköpostipalvelu and Elisa Pilvilinna.