Consumers have the right to withdraw from a contract for a standard product purchased from an online store within 14 days from the date of receipt of the product, in accordance with the Law of Obligations Act.
The 14-day right of withdrawal does not apply to personalized products that are made according to the conditions provided by the customer or taking into account the customer’s individual needs.
This means that the right of withdrawal does not apply, for example, to products that, at the customer’s request, have been personalized with:
- a person’s name or other personal text;
- a photo provided by the customer;
- the customer’s own design or other personalized image;
- other individual text, design or personalization element.
For personalized products, this constitutes an exception within the meaning of § 53 subsection 4 clauses 2 and 3 of the Law of Obligations Act. Under the law, the 14-day right of withdrawal does not apply, among other things, to goods that are made taking into account the consumer’s individual needs or according to conditions provided by the consumer.
Legal basis: Law of Obligations Act § 53 subsection 4 clauses 2 and 3 – Riigi Teataja
For personalized products, consumers retain all rights provided by law in cases where the product has a defect or does not conform to the order.
Standard, Non-Personalized Products
If, for any reason, the purchased product does not meet your expectations, you have the right to withdraw from the contract and return the product within 14 days from the date of receipt of the product. The amount paid for the returned product will be refunded to you in accordance with the conditions stipulated in the Law of Obligations Act.
To return a product, please send a withdrawal notice in free form to info@vibemerch.ee.
The withdrawal notice must contain at least the following information:
- the product being returned;
- order number;
- buyer’s name;
- bank account number to which the refund should be made.
The buyer is responsible for any transportation, courier or postal costs associated with returning the product, unless otherwise provided by law.
The buyer is also responsible for any decrease in the value of the product if the product has been used in a manner beyond what is necessary to establish its nature, characteristics and functionality.
Vibe Merch OÜ shall refund the buyer all payments received under the contract, including the standard delivery costs paid by the consumer, without undue delay and no later than 14 days from the date of receipt of the withdrawal notice. Vibe Merch OÜ has the right to delay the refund until the returned product has been received or until the buyer provides evidence that the product has been sent back, whichever occurs first.
