The online store Silkie.ee (hereinafter the Web Store) is owned by OÜ Silkie (registration code 16837208), located at Sagari tn 19, Tallinn 13522.

General info

• The validity of the sales contract, product, and price information applies when purchasing goods from the Web Store. 
• The prices of products sold in the online store are indicated next to the products. 
• A fee for the delivery of goods is added to the price.
• The delivery of goods is carried out through DPD, Itella, or Omniva parcel machines. To Finland via Parcel Connect.
• The selection of machines is displayed when placing an order. 
• The delivery fee depends on the buyer's location and the method of delivery, and it is displayed to the buyer when placing an order. 
• Information about the product is provided directly next to the product in the Web Store.

Ordering Process

• To order goods, desired products must be added to the shopping cart.
• To complete the order, required data fields must be filled out, and a suitable method of product delivery must be chosen.
• Then, the screen will display the amount to be paid, which can be paid via a bank link or another payment solution, such as a bank transfer based on an invoice. You can also use Visa/Mastercard credit card payments.
• Choosing a bank link directs the buyer to pay for the products in the Maksekeskus AS payment environment. 
• Payment takes place outside the Web Store in a secure environment - when paying with a bank link, in the secure environment of the respective bank. The seller does not have access to the customer's bank and credit card data. The contract comes into effect upon receipt of the payment amount into the Web Store's bank account.
• If the ordered goods cannot be delivered due to the end of the stock or any other reason, the buyer will be notified as soon as possible, and the paid money (including the delivery costs) will be refunded generally within 1-2 business days. 
• Depending on the payment method, the refund may take up to 7 business days.

Delivery

• The buyer bears the shipping costs, and the relevant price information is displayed for the chosen shipping method.
• Domestic shipments generally reach the destination specified by the buyer within 3-7 business days from the effective date of the sales contract.
• In exceptional cases, the right to deliver the goods may extend up to 30 calendar days. If the Web Store has informed the buyer on the website or in the order confirmation about delivery problems and a deadline exceeding 30 calendar days, the deadline published by the Web Store applies.

Right of Withdrawal

• After receiving the order, the buyer has the right to withdraw from the contract concluded in the online store within 14 days. 
• The right of withdrawal does not apply if the buyer is a legal entity. 
• To use the 14-day withdrawal period, the ordered goods must not be used in a way other than necessary to ascertain the nature, characteristics, and functioning of the goods, as is permitted for testing in a physical store. 
• If the goods have been used for a purpose other than necessary to ascertain the nature, characteristics, and functioning, or if there are signs of use or wear, the Web Store has the right to reduce the refundable amount in accordance with the decrease in the value of the goods. 
• To return the goods, the buyer must submit a notice of withdrawal from the purchase, the form of which can be found here: withdrawal form, and send it to the email address within 14 days from receiving the goods. 
• The buyer bears the cost of returning the goods, unless the reason for the return is that the item to be returned does not correspond to what was ordered (e.g., wrong or defective item). 
• The buyer must return the goods within 14 days from the submission of the withdrawal notice or provide evidence that they have handed over the goods to the carrier during the mentioned period. 
• The Web Store will refund the buyer without delay, but no later than 14 days after receiving the returned goods, all fees received under the sales contract. 
• The Web Store may refuse to make refunds until it has received the item back or until the buyer has provided evidence that they have returned the item, whichever occurs first. 
• If the buyer has explicitly chosen a method of delivery other than the cheapest standard delivery offered by the Web Store, the Web Store is not required to refund the additional cost exceeding the standard delivery cost. 
• The Web Store has the right to withdraw from the sales transaction and demand the return of the goods if the price of the goods in the online store has been significantly marked down due to an error.

Right to File a Complaint

• The Web Store is responsible for non-compliance with the terms of the contract or defects in the goods sold to the buyer, which were present at the time of delivery and which become apparent within two years from the delivery of the goods to the buyer. 
• During the first year from the delivery of the goods to the buyer, it is presumed that the defect was present at the time of delivery. 
• Rebutting this presumption is the obligation of the Web Store. In case of a defect, the buyer has the right to contact the Web Store within two months by sending an email to silkie@silkie.ee or calling +3725148399. 
• The Web Store is not responsible for defects that have arisen due to the buyer's actions or inaction (improper use, accident, etc.) or if it concerns normal wear and tear resulting from the usual use of the item. 
• If the goods purchased from the Web Store have defects for which the Web Store is responsible, the Web Store will repair or replace the defective goods. 
• If the goods cannot be repaired or replaced, the Web Store will refund all fees paid by the buyer under the sales contract. 
• The Web Store will respond in writing or in a form that allows written reproduction to the complaint submitted by the consumer within 15 days.

Dispute Resolution

• If the buyer has complaints about the Web Store, they must be sent to silkie@silkie.ee or called to +3725148399. 
• If the buyer and the Web Store cannot resolve the dispute by agreement, the buyer can turn to the Consumer Dispute Committee. 
• The terms of the proceedings can be found and an application can be submitted here. 
• The Consumer Dispute Committee is competent to resolve disputes arising from a contract between the buyer and the Web Store. The examination of the buyer's complaint in the committee is free of charge. 
• The buyer can also turn to the European Union platform for online dispute resolution.