ONLINE STORE GENERAL TERMS AND CONDITIONS AND REFUND POLICY
The owner of the online store C12wood.ee (hereinafter referred to as the Online Store) is OÜ Torenurm (registry code 14924897), located at Käti, Tõrenurme village, Põltsamaa municipality, 48025 Jõgeva County.
Validity of the Sales Agreement, Product and Price Information
The sales terms and conditions apply when purchasing products from the Online Store.
The prices of the products sold in the Online Store are indicated next to the products. The price does not include a delivery fee. All prices in the Online Store are in euros.
The delivery fee depends on the buyer's location and the chosen delivery method. The delivery fee will be displayed to the buyer when placing the order.
General information about the product is provided in the Online Store directly next to the product, and more detailed information can be found by clicking on the "Product Description" link next to the product.
Placing an Order
To order a product, the buyer must add the desired product to the shopping cart. To complete the order, the required fields must be filled in, and a suitable delivery method must be selected. The screen will then display the total amount, which can be securely paid using the following payment methods:
- Bank links for Estonia, Latvia, Lithuania, and Finland
- Visa/Mastercard credit card payments
- Apple Pay and Google Pay
- Kniks gift card
Note! When paying via a bank link, make sure to click the “Back to merchant” button on the bank’s page.
Payments are processed by Maksekeskus AS. Payment is made in a secure environment outside the Online Store—via the bank’s secure environment when paying by bank link and in the secure environment of Maksekeskus AS when paying by credit card. The seller does not have access to the customer’s bank and credit card information.
The agreement becomes valid when the payment for the purchase amount is received in the Online Store’s account.
The owner of the Online Store is the data controller and transmits the necessary personal data to Maksekeskus AS, the authorized processor, for payment processing.
If the ordered product cannot be delivered due to the product being out of stock or for any other reason, the buyer will be notified as soon as possible, and the paid amount (including the delivery fee) will be refunded immediately, but no later than 14 days after sending the notification.
Delivery
Products are shipped to most countries worldwide.
The buyer has the following delivery options:
- Estonia, Latvia, and Lithuania: Omniva parcel machines or Omniva parcel service
- Finland: Smartpost parcel machines or Omniva parcel service
- Other countries: Omniva parcel service
The shipping costs are borne by the buyer, and the corresponding price information will be displayed next to the shipping method.
The production time for a product is up to seven calendar days. The production time is indicated next to the product in the Online Store. If no production time is specified next to the product, there is no production time.
The delivery time (i.e., when the ordered product reaches the destination specified by the buyer after the sales agreement becomes effective) is generally as follows:
- Estonia: within three working days
- European Union countries (except Estonia): within 21 calendar days
- Non-European Union countries: within 31 calendar days
The delivery time is extended by the product’s production time.
Right of Withdrawal
After receiving the order, the buyer has the right to withdraw from the sales agreement made in the Online Store within 14 days.
The right of withdrawal does not apply if the buyer is a legal entity.
To exercise the 14-day return right, the product must not be used in any way other than what is necessary to verify its nature, characteristics, and functionality, as permitted when testing products in a physical store.
If the product has been used for any purpose other than verifying its nature, characteristics, and functionality or shows signs of use or wear, the Online Store has the right to reduce the refunded amount based on the depreciation of the product's value.
To return a product, the buyer must submit a free-form withdrawal statement, which must include:
- Customer’s name
- Order number
- Bank account number
- Date of the order
- Description and name of the product
The withdrawal statement must be sent to info@c12wood.ee no later than 14 days after receiving the product.
The cost of returning the product is borne by the buyer, unless the return is due to the product not corresponding to the order (e.g., incorrect or defective product).
The buyer must return the product within 14 days after submitting the withdrawal statement or provide evidence that the product was handed over to the carrier during this period.
The Online Store will refund all amounts received from the buyer under the agreement as soon as the returned product is received, but no later than 14 days from receiving the withdrawal statement.
The Online Store may refuse to make a refund until the product has been returned or until the buyer has provided proof that the product has been returned, whichever occurs first.
If the buyer has explicitly chosen a delivery method different from the cheapest standard delivery offered by the Online Store, the Online Store does not have to refund the cost exceeding the standard delivery method’s cost.
The Online Store has the right to cancel the sales agreement and request the return of the product if the price of the product in the Online Store was significantly below the market price due to an error.
Right to File a Complaint
The Online Store is responsible for any non-conformity or defect in the product sold to the buyer that existed at the time of delivery and appears within two years from the delivery of the product to the buyer. During the first six months from the delivery of the product, it is presumed that the defect existed at the time of delivery. The Online Store is obliged to prove otherwise.
If a defect appears, the buyer has the right to contact the Online Store no later than two months after discovering the defect by sending an email to info@c12wood.ee.
The Online Store is not responsible for defects that arise after the product has been delivered to the buyer.
If the product purchased from the Online Store has a defect for which the Online Store is responsible, the Online Store will repair or replace the defective product. If the product cannot be repaired or replaced, the Online Store will refund all fees related to the sales agreement.
The Online Store will respond to the buyer's complaint in writing or in a form that can be reproduced in writing within 15 days.
Direct Marketing and Personal Data Processing
The Online Store uses the personal data entered by the buyer only for processing the order and delivering the product to the buyer. The Online Store will transmit personal data to the transportation companies for the purpose of delivering the products.
The Online Store will send newsletters and offers to the buyer’s email address only if the buyer has expressed interest by entering their email address on the website and consenting to receive direct marketing communications.
The buyer can opt out of receiving emails containing offers and newsletters at any time by notifying the Online Store via email or following the instructions provided in the emails containing the offers.
Dispute Resolution
If the buyer has complaints about the Online Store, they must send them to info@c12wood.ee.
If the buyer and the Online Store cannot resolve the dispute by agreement, the buyer may turn to the Consumer Disputes Committee. The procedure conditions can be reviewed, and applications can be submitted at https://komisjon.ee/et. The Consumer Disputes Committee has jurisdiction to resolve disputes arising from agreements between the buyer and the Online Store. The review of a complaint by the committee is free of charge.
The buyer may also contact the European Union's online dispute resolution platform at https://www.consumer.ee/.