Filing A Claim, And Returning Goods
Customers have a statutory right to withdraw their order placed in www.eemeli.ee e-store within 14 days (except for products that have been cut according to the Customer’s wishes). The Customer has the right to return the Goods within 14 days from the delivery (the returned Goods and packaging must not be damaged). In order to return the Goods, the Customer must submit a written declaration of withdrawal and send it to the address email@example.com no later than within 14 days of receipt of the Goods. The standard return application form is available here. A confirmation of receipt of the withdrawal declaration will be sent to the Customer. The Customer is obliged to return the Goods to Eemel within 14 days of making the withdrawal declaration.
The money for the returned Goods will be transferred to the same bank account from which the Goods were paid for, within 14 days of receiving the withdrawal declaration. Money for the returned Goods and transport costs paid by the Customer to receive the Goods shall be returned according to the law.
The return costs shall be paid by the Customer, unless the Goods to be returned did not correspond to the order, in which case the costs shall be paid by Eemeli. If the Customer has chosen a delivery method different from the cheapest normal delivery method offered by Eemel, Eemeli does not have to return to the Customer a cost that exceeds the costs related to the normal delivery method.
Pursuant to § 218 (2) of the Law of Obligations Act, the Customer has the right to file a claim in case of lack of conformity or defects within 2 years from receipt of the Goods. In the case a defect occurred during the first 12 months, it is assumed that it existed at the time of purchase and the nature of the defect must be identified by Eemeli.
If the defect is of a technological nature, the Customer may request that the product be repaired and, but if repair is impossible or ineffective, the product be replaced with a compliant product. In the event of a first defect, Eemel has the right to choose a legal remedy (either to repair or replace). If it is not possible to repair or replace the Goods within a reasonable time, the Customer has the right to withdraw from the Contract, or cancel the Contract. If the defect occurs a second time, the Customer has the right to choose a legal remedy, including the Customer's right to withdraw from the Contract, or cancel the Contract. In case of return of non-compliant Goods, the amount paid for the Goods and shipping costs shall be transferred to the same bank account from which the Goods were paid for, immediately, but not later than within 14 working days of receipt of the Goods by Eemel.
In the event of an unexpected defect, the Customer must send a corresponding written notice to Eemel no later than within 2 months after the occurrence of the defect. In case of failure to notify of a defect that has occurred within the specified term without a good reason, the Customer has no right to demand repair or replacement of the product from the company. The notice to be sent must include the invoice number, the date of submission of the complaint, the claim to Eemel and a description of the defect.
All complaints will be processed and the Costumer will be contacted as soon as possible, but not later than within 14 days from the receipt of the complaint.
Terms And Conditions For Withdrawal From And/Or Cancelling Contract
Proceeding from the order fulfilment process, the Customer has the right to withdraw from the Contract within 24 hours of concluding the sale/purchase Contract by notifying Eemel of their decision in writing by e-mail (firstname.lastname@example.org). When cancelling an order, the Customer shall indicate the invoice number of the order they intend to cancel.
At the request of the Customer, upon withdrawal from the Contract, Eemeli shall return to the Customer the amount paid for the Goods and the shipping cost to the same bank account from which the Customer paid for the order. The return of the amount to be refunded shall be made by Eemel immediately, but not later than within 14 days from the receipt of the written application for withdrawal.
AS Eemel has the right to withdraw from the Contract or cancel it if there are no supplies in stock, or if due to a technical or other error the wrong prices were displayed on the website of the www.eemeli.ee e-store.
If it is not possible to deliver the ordered goods due to lack of stock or another reason, the buyer will be notified as soon as possible and the cost paid (including delivery fees) will be refunded usually within 1-2 working days. Depending on the method of payment, the refund may take up to seven working days.
Disputes concerning these general terms and conditions shall be resolved in accordance with the laws valid in the Republic of Estonia.
Costumer’s right to turn to the Consumer Complaints Committee: If an online store has refused to resolve the Consumer’s complaint, or the consumer does not agree with the solution offered by the online store and considers that their rights or interests have been violated, they may file a complaint to the Consumer Complaints Committee through the Consumer Protection and Technical Regulatory Authority, or to a county court. Contacting the Committee is free of charge for the consumer and the transaction value must exceed 20 euros. The consumer may file a complaint him/herself or through a representative. The data of the Consumer Protection and Technical Regulatory Authority are available on their website. To solve problems arising in the Member States of the EU, please contact the European Union Consumer Centre.