Refund policy

You may return purchased goods within 14 days of receiving them, in accordance with the statutory right of withdrawal described below. In addition, defective goods are covered by the 2-year legal guarantee of conformity.

To start a return, contact us at notes@ehenpuul.com. Returns are handled through parcel lockers (pakiautomaat), so there is no fixed return address – once we receive your request, we will email you return instructions together with the details of the parcel locker to use. You will bear the direct cost of returning the goods (the parcel locker shipping fee), except when the goods are defective or do not match your order.

Please contact us before sending anything back, so that we can give you the correct parcel locker details.

You can always contact us with any return question at notes@ehenpuul.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions
The right of withdrawal does not apply to custom or personalized products. This exception does not limit your statutory rights in the case of defective goods. Please get in touch if you have questions about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the withdrawal is processed, make a separate purchase for the new item.

14-day right of withdrawal
If you are a consumer, you have the right to withdraw from your purchase within 14 days, for any reason and without justification. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), receive the goods – or the last item, if you ordered several goods in one order that are delivered separately.
To exercise this right, inform us of your decision to withdraw by an unequivocal statement (for example, an email to notes@ehenpuul.com) before the withdrawal period expires. You may use the model withdrawal form below, but it is not obligatory. You must then send the goods back without undue delay and in any event within 14 days of informing us of your withdrawal. You will bear the direct cost of returning the goods.
You may inspect and handle the goods to the extent necessary to establish their nature, characteristics and functioning – as you would in a shop. You are liable only for any diminished value of the goods resulting from handling beyond this, and we may deduct such diminished value from your refund; the return itself cannot be refused on this basis. Any proof of purchase (for example, your order confirmation email) is sufficient.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
– To: Ehenpuul OÜ, notes@ehenpuul.com
– I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [description of goods]
– Ordered on [date] / received on [date]
– Name and address of consumer(s)
– Signature of consumer(s) (only if this form is notified on paper)
– Date

Refunds
If you withdraw under the 14-day right of withdrawal, we will refund all payments received from you, including the costs of standard delivery (we are not required to refund supplementary costs if you chose a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days after the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. The refund will be made using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the refund.

Legal guarantee of conformity (2 years)
We are liable for any lack of conformity of the goods that becomes apparent within two years of delivery, in accordance with the Estonian Law of Obligations Act and Directive (EU) 2019/771. A defect that becomes apparent within the first year is presumed to have existed at the time of delivery, unless we prove otherwise or the presumption is incompatible with the nature of the goods or the defect. If the goods are defective, you may be entitled to have them repaired or replaced, or to a price reduction or a refund. To make a claim, contact us at notes@ehenpuul.com within two months of discovering the defect. We will respond to your claim in writing, or in a format that can be reproduced in writing, within 15 days. When goods are defective or do not match your order, the return is free of charge for you. This legal guarantee is independent of the 14-day right of withdrawal.

Dispute resolution
If we are unable to resolve a complaint by agreement, you may turn to the Consumer Disputes Committee (Tarbijavaidluste komisjon) operating at the Estonian Consumer Protection and Technical Regulatory Authority (www.ttja.ee; the procedure is free of charge) for out-of-court resolution of the dispute, or to Tartu County Court (Tartu Maakohus). As a consumer, you may also bring proceedings in the court of your place of residence.