Refund policy

RIGHT OF WITHDRAWAL AND CLAIMS

After receiving the goods, the Buyer (consumer) has the right to withdraw from the sales contract concluded in the online store within 14 days. If the Buyer does not return the goods within 14 days of submitting the withdrawal notice, the Seller has the right not to accept the withdrawal. The right of withdrawal does not apply if the Buyer is a legal entity (reseller).

To use the 14-day right of return, the ordered goods must not be used in any way other than is necessary to verify the nature, characteristics and functioning of the goods, in the same way as would be permitted for testing the goods in a physical store. Upon withdrawal from the sales contract, the goods and packaging must be unused and complete. The goods must be in their original packaging with the original invoice and all markings. The goods must not have been used. Upon withdrawal, all gifts and other added value arising from the sales contract must also be returned. If used or incomplete goods are returned, the Seller has the right not to accept the Buyer's withdrawal notice or to offset the cost of the decrease in the value of the goods against the purchase amount refundable to the Buyer. The Seller also has the right, if gifts and other added value are not returned, to offset their value at the current retail price.

The Buyer has the right to cancel their order after paying for the goods but before the goods are delivered, without additional cost. To cancel the sales contract/order, a corresponding notice with the order/invoice number must be sent to tellimus@kontamo.ee. A confirmation of the cancellation of the sales contract will be sent.

The money for returned goods is transferred to the Buyer's bank account at the earliest opportunity, but no later than within 14 days of the goods reaching the Seller. We also refund the shipping costs of the goods. Amounts paid by bank link or transfer are refunded to the account from which the payment was received. If the Buyer has expressly chosen a delivery method different from the cheapest usual delivery method offered by the online store, the online store is not required to refund the consumer the cost exceeding the cost of the usual delivery method. The costs of returning the goods are borne by the Buyer, except where the reason for the return is that the item to be returned does not correspond to what was ordered (e.g. a wrong or defective item).

If the goods to be returned have been opened or damaged in any other way, the goods are not eligible for return and are considered used.

All products are subject to the claim period under § 218 of the Estonian Law of Obligations Act. The invoice/purchase invoice serves as proof for returns. The right to submit a claim does not apply if the defect in the goods is caused by incorrect use or damage to the product. The Seller is liable for the non-conformity or defect of goods sold to the Buyer (consumer) that existed at the time the goods were handed over and that becomes apparent within two years of handing the goods over to the Buyer. During the first six months from handing the goods over to the consumer, it is presumed that the defect existed at the time of handover. Rebutting this presumption is the Seller's obligation. Upon discovery of a defect, the consumer has the right to contact the Seller within two months at the latest, by emailing tellimus@kontamo.ee or calling +372 5044993. The Seller is not liable for defects that have arisen after the goods were handed over to the consumer. If goods purchased from the online store have defects for which the Seller is liable, the Seller will replace the defective goods. If the goods cannot be replaced, the Seller will refund the Buyer all fees associated with the sales contract. The Seller will respond to a consumer complaint in writing or in a format that can be reproduced in writing within 15 days.