Returns and complaints

Buyers have two separate rights that are often confused. Withdrawal 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 this right lasts 2 years. Return costs are split differently in these cases, so they are described separately.

A. Withdrawal from the contract — 14 days

• A consumer may withdraw from a contract concluded in the online shop within 14 days. The period starts on the day the Customer, or a third party they designated, physically received the product — not on the day the order was placed or paid.
• To withdraw, fill in the web form: Withdraw from the contract, or send an email to info@oden.ee. You may use the model form below, but it is not mandatory — a clear statement that you wish to withdraw from the contract is enough.
• You do not need to give a reason for withdrawal.
• The Customer must return the product to the Seller as soon as possible, and no later than 14 days after receiving the return label; if the Customer returns the product another way, without our label, then no later than 14 days after sending the notice of withdrawal.
• The product may be opened and examined as would be possible in a regular shop. If the product has been used more than necessary, the Seller may reduce the refund by the amount of the reduction in its value.

If you withdraw from the contract, we refund the amount you paid, including the delivery cost up to the cost of the standard delivery method. The buyer bears the cost of returning the goods. For the return we send you a parcel locker return label; its cost equals the delivery cost of your order and is set off against the delivery refund, so the price of the goods is transferred to your account. We send the label within 5 working days of confirming your withdrawal notice. If delivery of the order was free, the return label is free as well. The label is valid for returns within Estonia via a parcel locker; returns from outside Estonia and returns of oversized goods are arranged and paid for by the buyer. If you prefer, you may return the goods another way at your own cost — in that case we refund the price of the goods together with the delivery cost. We refund the money to the same payment method you used for the purchase, within 14 days of receiving your withdrawal notice, but not before we have received the goods or proof that you have sent them. The refund costs you nothing.

The product can also be returned in person at Kassi tn 9, 12618 Tallinn, Monday to Friday 12:00–18:00, by prior arrangement by phone at +372 5610 3065.

The right of withdrawal belongs to consumers; it does not extend to products sold to legal entities.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

• To: OÜ Oden Grupp, Kassi tn 9, 12618 Tallinn, Estonia, email info@oden.ee
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: …
• Ordered on (*) / received on (*): …
• Order number: …
• Name of consumer(s): …
• Address of consumer(s): …
• Signature of consumer(s) (only if this form is notified on paper): …
• Date: …

(*) Delete as appropriate.

B. Filing a complaint — 2 years

If the product does not conform to the contract, the consumer may file a complaint with the Seller. This right is separate from withdrawal and also applies after the 14-day withdrawal period has ended.

• The consumer may file a complaint about the product’s non-conformity within 2 years of receiving the product.
• A complaint can be filed if the product does not conform to the contract: it has a defect, does not match its description, or is not fit for the purpose for which such products are normally used. The right does not cover normal wear and tear or defects caused by incorrect installation or connection, failure to follow installation or operating instructions, or an accident.
• The Seller must be notified of the non-conformity within a reasonable time after discovering it, no later than 2 months.
• To file a complaint, email info@oden.ee and include: your name and contact details, the order or invoice number, the product name, a description of the defect and, if possible, a photo.
• The Seller replies to the complaint in writing as soon as possible, no later than 15 days.
• If the product does not conform to the contract, the consumer may demand repair or replacement. If this is not possible or reasonable, the consumer may demand a price reduction or withdraw from the contract and get a refund.
• The right to file a complaint belongs to consumers. It does not extend to products sold to legal entities — these are subject to the general provisions of the Law of Obligations Act and the manufacturer’s warranty.

The Seller always pays the return costs for a defective product — regardless of where the Customer is located, which return method they choose and whether the product fits a parcel locker. This also applies after the 14-day withdrawal period has ended.

If you have questions, call +372 5610 3065 (Monday to Friday 12:00–18:00) or email info@oden.ee.

Seller: OÜ Oden Grupp, registry code 14376878, VAT number (KMKR) EE102027444, Kassi tn 9, 12618 Tallinn, info@oden.ee, +372 5610 3065.