Return & Refund
Right of return
After receiving the order, the buyer has the right to withdraw from the contract concluded with the online store within 14 days.
(Depending on the product, the buyer may not necessarily have the right of withdrawal; in such a case, the relevant products and services must be listed and they must comply with the law.)
The right of withdrawal does not apply if the buyer is a legal entity.
To exercise the 14-day right of withdrawal, you must not use the ordered goods in any way other than is necessary to ensure the nature, characteristics and functioning of the goods in the same way as you would be allowed to test the goods in the actual store.
If the goods have been used for any purpose other than that necessary to ensure the nature, characteristics and functioning of the goods, or if there are any signs of use or wear, the online store has the right to reduce the refund amount in accordance with the decrease in the value of the goods.
To return the goods, you must submit a declaration of withdrawal (the form for which can be found here: insert the link to the declaration of withdrawal) to the e-mail address info@pudra.ee. within 14 days of receiving the goods.
It is a good practice that the buyer should not have to pay for the return. This will help to increase the credibility of your online store and increase its sales. So, the following suggestion concerns online stores that cannot offer free returns.
The buyer bears the cost of returning the goods, unless the reason for the return is that the returned goods do not correspond to the order (e.g. incorrect or defective goods).
The buyer must return the goods within 14 days from the date of the return or provide evidence that he handed over the goods to the carrier within the aforementioned period.
After receiving the returned goods, the online store must refund to the buyer, but not later than 14 days, all payments received from the buyer on the basis of the contract.
The online store has the right to refuse reimbursement until the returned goods are received or until the buyer provides proof of the return of the goods, whichever occurs first.
If the buyer has clearly chosen a different form of delivery than the cheapest regular delivery method offered by the online store, the store is not obligated to reimburse the cost in excess of the regular delivery cost.
The online store has the right to refuse the sale and demand the return of the goods by the buyer if the stated price of the goods in the online store is significantly lower than the market price of the goods due to an error.
Poor quality product
The online store is liable for any non-conformity of the goods sold to the buyer with the terms of the contract or for any defects that already existed at the time of delivery and that arise within two years of the delivery of the goods to the buyer. During the first six months of delivery, it is assumed that the defect was present at the time of delivery. The online store is obliged to prove otherwise.
The buyer has the right to contact the online store within two months of discovering the defect by sending an e-mail (info@pudra.ee) or by calling (+372 5670 3025).
The online store is not liable for defects that arise after the goods have been delivered to the buyer.
If the goods purchased in the online store have defects for which the online store is liable, the online store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the online store will refund the buyer all payments stipulated by the sales contract.
The online store will respond to the consumer’s complaint in writing or in a form that can be reproduced in writing within 15 days.
To process a return, please fill out the form.