What and to whom?
This page is a short guide for consumer customers on the right of return. The exact rules are set out in the terms of sale.
Legal persons and sole traders (FIE) do not have the 14-day right to cancel without giving a reason.
When can I cancel my order?
If you bought as a private individual, you can cancel your order within 14 calendar days from the day the goods physically reached you, not from when the order was placed or a notification was received.
This 14-day right does not begin before the goods are received. To cancel, submit an identifiable statement: using the online shop form, from the email address used for the order, or at a point of sale with an identity document and proof of order. The statement may be made by the person who placed the order or by a person authorised by them in writing.
How can I examine the product?
You may examine and try the product just as you would in a shop: take delivery of it, look it over and make sure it is what you ordered. The packaging may be opened to examine the product.
The packaging must not be destroyed, thrown away or damaged. In our online shop, the original packaging is an essential part of the product. If the packaging is damaged to the extent that the goods can no longer be sold in the usual way, the refund may be reduced.
If the product is faulty or does not work
This is not a withdrawal. For defective goods, the warranty and complaints procedure applies. Write to customer service or bring the goods to a point of sale together with proof of purchase. Do not use the withdrawal notice to resolve a defect.
How do I return the goods?
Bring the goods to a point of sale yourself or send them by post / courier. The cost of return (post, courier, parcel machine) is borne by you and is not reimbursed if you return only one item from the order.
The money for the product will be refunded within 14 calendar days after the goods have reached us and been inspected. If only one of several products is returned, the delivery fee is not refunded; if the entire shipment is returned, the outbound delivery cost is reimbursed. If the purchase was made on hire purchase, the refund is paid to the credit provider.
If you have any questions, please use the contact form: Send message
Withdraw from contract
If you bought as a private individual and the goods reached you less than 14 days ago, fill in the form below. After you press “Confirm withdrawal”, we will send a confirmation of receipt of your application and instructions for returning the goods to your email. You can also send the application in free form to pood@optikwelt.ee.