A buyer has two separate rights that are often confused. Withdrawal from the contract means the product did not suit you and you want to return it within 14 days — no reason is needed. A complaint means the product has a defect, and that right lasts 2 years. Return shipping costs are shared differently in the two cases, which is why they are kept apart here.
A. Withdrawal from the contract — 14 days
- The Customer has the right to withdraw from a contract concluded in the online store within 14 days. The period starts on the day the Customer, or a third party designated by the Customer, has physically received the product — not on the day the order was placed or paid for.
- To withdraw, fill in the web form: Withdraw from the contract.
- You do not need to give a reason for withdrawing.
- The Customer must return the item to the Seller at the first opportunity, but no later than 14 days from sending the withdrawal notice.
- You may open the product and examine its properties as you would be able to in a physical shop. If the product has been used more than necessary, the Seller may reduce the refund by the decrease in the product’s value.
Return shipping cost. Within Estonia, using the return methods offered by the online store, returning the product is free of charge for the Customer: once we confirm the withdrawal notice we send a return label, and the Customer drops the parcel into a parcel machine using that label. If the Customer chooses a different return method of their own accord, or if the parcel is sent from outside Estonia, or if the product is oversized, the return shipping cost is borne by the Customer.
A product is oversized if it does not fit into a parcel machine together with its packaging: grills and barbecues (including tabletop and folding ones), cauldron stoves, cauldrons of 30 litres and above, grill grates, long skewer sets, large serving dishes and pans, and long-handled axes.
The approximate cost of returning an oversized product by courier within Estonia is from about €7. The exact amount is confirmed when the return is arranged and depends on the address and parcel size.
The list is not exhaustive. If you are not sure whether your item fits into a parcel machine, write to us before sending it and we will tell you.
Refund. The Seller refunds all payments received from the Customer, including the delivery cost paid by the Customer, no later than 14 days from receiving the withdrawal notice. If the Customer chose a more expensive delivery method than the standard method offered by the Seller, the delivery cost is refunded up to the cost of the standard method. The refund is made using the same means of payment the Customer used, unless otherwise agreed; this costs the Customer nothing. The Seller may withhold the refund until the product has been received back, or until the Customer has supplied proof that the product has been sent back — whichever happens first.
B. Complaints about defects — 2 years
If a product does not conform to the terms of the contract, the consumer has the right to submit a complaint to the Seller. This right is separate from the right of withdrawal and remains available after the 14-day withdrawal period has expired.
- The consumer has the right to submit a complaint about a product’s non-conformity with the terms of the contract within 2 years of receiving the product.
- A complaint can be submitted if the product does not conform to the terms of the contract: it has a defect, it does not match the description, or it is not fit for the purpose for which such products are normally used. The right of complaint does not cover normal wear and tear, or defects caused by using the product other than as intended, by disregarding the care instructions, or by an accident.
- The Seller must be notified of the non-conformity within a reasonable time after it is discovered, no later than 2 months.
- To submit a complaint, send an e-mail to info@grillnurk.ee stating: your name and contact details, the order or invoice number, the name of the product, a description of the defect and, if possible, a photo.
- The Seller replies to the complaint in writing at the first opportunity, no later than 15 days.
- If the product does not conform to the terms of the contract, the consumer has the right to demand repair or replacement of the product. If that is impossible or unreasonable, the consumer has the right to demand a reduction of the price, or to withdraw from the contract and get the money back.
- The right of complaint belongs to the consumer. It does not extend to products sold to a legal person — those are governed by the general provisions of the Law of Obligations Act (võlaõigusseadus) and by the manufacturer’s warranty.
The cost of returning a defective product is always borne by the Seller — regardless of where the Customer is, which return method they choose, and whether the product fits into a parcel machine. This applies after the 14-day withdrawal period has expired as well.
If you have any questions, please call +372 5610 3065 (Monday to Friday, 9:00–17:00) or send an email to info@grillnurk.ee.
