Returning goods

Online store: the 14-day right of withdrawal

When you buy in the online store vitateka.ee, you are a consumer and you may withdraw from the contract within 14 days of receiving the goods, without giving a reason. The right of withdrawal also remains if you collected the order yourself — at a parcel machine or in our shop: the contract was still concluded at a distance.

Condition for a return: the goods must be unopened and unused. The factory packaging, film, seal and protective membrane must be intact, and the saleable appearance and completeness of the goods preserved.

You can declare the withdrawal in your account: open the order and press “Withdraw from the contract”, or use our Withdraw from a contract page. You can also send us a statement by e-mail to [email protected], giving the order number and the product name. We will confirm receipt of your statement by e-mail at once.

When the right of withdrawal does not apply

The right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, nor to the supply of goods which are liable to deteriorate or expire rapidly. That covers most of our range: food, food supplements and cosmetics — once the packaging is opened, such goods cannot be sold again.

The right of withdrawal also does not apply to goods made to the customer’s specification, or to legal persons, unless otherwise agreed.

Purchases in our retail shop

The 14-day right of withdrawal applies only to purchases made at a distance. There is no such right by law when you buy in our retail shop, so goods of proper quality bought in the shop are not exchanged and not returned.

This does not concern goods with a defect: defective, damaged, expired or incorrectly supplied goods are taken back no matter where they were bought.

Defective, damaged or expired goods

If the goods turn out to be defective or damaged, do not match the description, the wrong item was sent, or the “use by” date (“Kõlblik kuni” on the label) has passed, we will replace the goods or refund the price. We pay the cost of sending them back in this case.

You may bring a claim about a defect within two years of the purchase. Please tell us about a defect you have found no later than two months after discovering it.

To report a defect:

• write to [email protected] and describe the defect as precisely as you can;
• add photographs if possible;
• give your order number and contact details.

We answer within 15 calendar days and agree the next steps with you.

The seller is not liable for:

• deterioration or damage to the goods caused by the customer;
• defects arising from use of the goods other than intended;
• natural wear and tear of the goods under normal use;
• storage conditions broken after the goods were handed over.

How to return the goods

• Tell us about the withdrawal through your account or by e-mail to [email protected], giving the order number and the product name.
• Send the goods back no later than 14 days after submitting the statement. You can also return the goods in our shop.
• The direct cost of sending the goods back is borne by the customer. If the goods are defective or were sent in error, we pay the return postage.
• Keep the receipt from the transport company until the parcel reaches us: if it is lost on the way, you will be able to prove that it was sent.

Refund

We refund the full amount paid, including the delivery cost of the order at the rate of our standard delivery. If you chose a delivery method more expensive than the standard one we offer, the surcharge is not refunded.

The money is returned no later than 14 days after we receive your statement, by the same method the payment was made. We may withhold the refund until the goods are back with us, or until you supply proof that they have been sent — whichever comes first.

If the goods are returned used, or with the packaging damaged beyond what is necessary to verify their properties, we may reduce the refund by the corresponding decrease in the value of the goods.

Disagreements

If we cannot settle the matter, you may turn to the Consumer Disputes Committee at the Consumer Protection and Technical Regulatory Authority (TTJA). Buyers from other EU countries may also turn to the European Consumer Centre.