General and purchase conditions

General Terms and Conditions of Order

The General Terms and Conditions of Order apply to the legal relations arising from the ordering of goods (hereinafter referred to as the goods or products) presented on the website of Tearoma OÜ (hereinafter referred to as Tearoma) at www.tearoma.ee (hereinafter referred to as the website) through the online ordering environment (hereinafter referred to as the online store).

In addition to these General Terms and Conditions of Order, the relations between the customer and Tearoma OÜ are also governed by the legal provisions applicable in the Republic of Estonia, Tearoma OÜ's personal data processing procedure (Privacy Policy), the price list for goods in the online store, and established good practices.

These General Terms and Conditions of Order, the personal data processing procedure, and the price list for goods in the online store can be viewed on the tearoma.ee website.

1. Ordering Goods

1.1 In order to be able to order goods, the customer must register as a user of the online environment tearoma.ee.

1.2 The customer selects the appropriate product(s), specifies the quantity of each product, as well as the payment and delivery method. Before finally confirming the order, the customer has the opportunity to review and modify the order. After reviewing the order, the customer confirms it. The order can be placed in Estonian and Russian.

1.3 The delivery fee corresponding to the delivery method selected by the customer is added to the price of the ordered goods.

1.4 An order confirmed by the customer can be paid for using an internet bank payment link.

1.5 The order is deemed received by Tearoma after Tearoma sends the customer an order confirmation by email.

1.6 The order enters into force after Tearoma dispatches the goods to the customer.

2. Delivery of Goods

2.1 Tearoma delivers the goods to the customer according to the delivery method selected by the customer when placing the order: to an Omniva parcel locker, SmartPOST parcel locker, Eesti Post post office, or by courier.

2.2 The customer selects the delivery method when placing the order. The delivery fee is set out in the price list, which the customer can view when placing the order.

2.3 Delivery time:

2.3.1 The goods are delivered to the customer within the time indicated in the online store (1–4 working days). The delivery time indicated in the online store applies only to deliveries within the Republic of Estonia.

2.4 Free delivery of goods
2.4.1 Tearoma delivers ordered goods to parcel lockers in Estonia free of charge if:

the value of the ordered goods exceeds €45 and the customer has selected a parcel locker as the delivery destination.

2.4.2 Delivery to Latvia, Lithuania and Finland is charged according to the standard rates of Omniva and SmartPost regardless of the order amount.

2.5 Delivery methods for Goods

2.5.1 Omniva delivers the goods to the parcel locker selected by the customer within Estonia as follows:

• On the next working day if the order is placed before 12:00 on a working day
• If the order is placed after 12:00, the order will be delivered to the Omniva parcel locker one working day later

Once the order has arrived at the parcel locker, the customer will receive notifications by mobile phone and email indicating the address of the parcel locker, its opening hours, and a personal code for opening the locker. By entering the code on the parcel locker's touchscreen (and, if necessary, paying for the order by card), the locker door opens and the customer can collect the parcel. Parcels are stored in Omniva parcel lockers free of charge for 7 calendar days from the time the customer is notified by mobile phone and email. After 7 days, Omniva returns the parcel to Tearoma. Tearoma will contact the customer again and separately agree on how to complete the order. If no agreement can be reached with the customer or the customer cannot be contacted, the order will be cancelled and the amount paid for the order will be refunded to the customer's bank account, less postal service charges.

2.5.2 SmartPOST delivers the goods to the parcel locker selected by the customer within Estonia as follows:

• On the next working day if the order is placed before 12:00 on a working day
• If the order is placed after 12:00, the order will be delivered to the parcel locker one working day later

Once the order has arrived at the parcel locker, the customer will receive notifications by mobile phone and email indicating the address of the parcel locker, its opening hours, and a personal code for opening the locker. By entering the code on the parcel locker's touchscreen (and, if necessary, paying for the order by card), the locker door opens and the customer can collect the parcel. Parcels are stored in SmartPOST parcel lockers free of charge for 7 calendar days from the time the customer is notified by mobile phone and/or email. For parcels that have not been collected, the customer will additionally receive 2 reminder notifications. If the customer does not collect the parcel within 7 calendar days, the order will be cancelled and the amount paid for the order will be refunded to the customer's bank account, less postal service charges.

2.5.3 A parcel is delivered to an Eesti Post post office within Estonia on the next working day if the order was placed before 12:00 on a working day and the order contains only books in Estonian. If an order containing only books in Estonian is placed after 12:00, the order will be delivered to the post office one working day later. In other cases, the delivery time is up to 7 working days. Once the order has arrived at the post office, you will receive an SMS notification indicating the address of the post office and its opening hours. The parcel is stored at the post office for 15 calendar days. After this period, Eesti Post will return the parcel to the sender. A storage fee is charged only if the customer requests that the parcel be kept at the post office for more than 15 calendar days. If the customer does not collect the parcel from the post office within 15 calendar days, the order will be cancelled and the amount paid for the order will be refunded to the customer's bank account, less postal service charges.

 

3. Consumer's Right to Withdraw from an Order

3.1 A customer who is a consumer (hereinafter referred to as the consumer) has the right to withdraw from an order for goods without giving any reason, from the time the order is placed until 14 calendar days after receiving the goods.

3.2 If the goods returned by the customer have been used or damaged in a manner exceeding what is necessary to establish the nature, characteristics and functionality of the goods, Tearoma has the right to demand compensation for the resulting damage in an amount that may be up to the sales price of the goods, depending on the extent to which their value has decreased. This amount will be deducted from the amount to be refunded to the customer.

3.3 To withdraw from an order, the consumer must submit a withdrawal statement to Tearoma by email or use the withdrawal form available on the Tearoma website.

3.4 In the written withdrawal statement, the consumer must provide the bank account number to which the refundable amount should be transferred, as well as the name of the account holder.

3.5 If the consumer withdraws from the order, the consumer undertakes to return the unused and undamaged goods immediately, but no later than within 14 calendar days from the date of sending the withdrawal statement. The consumer may return the goods by post to the following address: Laulupeo 10-9, Tallinn. The consumer bears the costs associated with returning the goods.

3.6 Tearoma refunds the consumer the amount paid for the goods. If the consumer returns only part of the ordered goods, Tearoma reimburses the delivery costs proportionally to the quantity of goods ordered. Tearoma will refund the money immediately, but no later than within 14 calendar days from receipt of the withdrawal statement, but not before receiving the goods from the customer or receiving evidence that the goods have been sent back.

4. Registration Procedure

4.1 To become a regular Tearoma customer, the customer must register as a user in the online environment at www.tearoma.ee.

4.2 After registering as a regular customer, the customer is entitled to receive benefits intended for regular customers in accordance with the Tearoma customer loyalty programme.

4.3 To register, all fields of the registration form must be completed.

4.4 After registration, Tearoma sends the customer an email to the address provided by the customer containing instructions for activating the account.

4.5 After activating the account, the customer can log in to the Tearoma online environment using their username and place an order for goods.

5. Customer's Rights

5.1 The customer has the right to order goods at the prices and under the conditions stated in the Tearoma online store.

5.2 The goods delivered to the customer must be correct and complete and must comply with the conditions established by Tearoma.

5.3 The customer has the right to submit claims regarding orders and the goods themselves to Tearoma by email at info@tearoma.ee. The customer undertakes to notify Tearoma of any non-conformity of the goods with the applicable conditions immediately upon becoming aware of such non-conformity. If the goods are defective, they will be replaced with equivalent goods, except where the relevant goods are no longer sold. If the relevant goods are no longer sold, the customer may choose to have the goods replaced with other goods or terminate the sales contract and receive a refund of the price of the goods.

5.4 The customer has the right to withdraw from an order for goods in accordance with section 3.

5.5 In the event that the goods do not comply with the terms of the contract, the customer has the right to use the legal remedies provided by law.

6. Customer's Obligations

6.1 When placing an order, the customer undertakes to provide the information necessary to process the order: first and last name, exact address (street, building number, apartment number, postal code, city/locality or village/county), contact telephone number and email address.

6.2 If the customer and the recipient of the goods are different persons, the customer must provide the information specified in section 6.1.

6.3 If the information provided by the customer is incorrect and/or incomplete and does not comply with the requirements specified in section 6.1, Tearoma does not guarantee timely delivery. Tearoma will attempt to contact the customer to clarify the incorrect or incomplete information.

6.4 By placing an order, the customer confirms that they agree to these General Terms and Conditions of Order and undertake to comply with them.

7. Tearoma's Rights

7.1 Tearoma has the right to amend these General Terms and Conditions of Order for goods without prior notice by publishing the new applicable terms in the online environment.

7.2 Tearoma has the right to change the price list of the online store at any time without prior notice by publishing a new price list in the online environment.

7.3 Tearoma does not guarantee that the description of the goods provided by the manufacturer corresponds to the customer's opinion of the goods.

7.4 If the customer fails to fulfil the obligations imposed on them by these terms and conditions of order, Tearoma does not guarantee that the order will be processed and/or the goods delivered on time.

8. Tearoma's Obligations

8.1 Tearoma undertakes to deliver the goods to the customer in correct and complete condition.

8.2 Tearoma undertakes to accept and document all customer claims.

8.3 Tearoma undertakes to review customer claims within 7 working days if the reasons for the claim were not caused by the customer. If the reason for the claim was caused by the customer, the customer undertakes to eliminate such causes.

8.4 Tearoma undertakes to replace defective goods. Tearoma is liable only for manufacturing defects and other damage that occurred at the time the goods were handed over to the customer.

8.5 All disputes between the parties shall be resolved through negotiations. If no agreement can be reached and the customer insists on having the complaint reviewed, the customer has the right to:

8.5.1 apply to the Consumer Disputes Committee of the Consumer Protection and Technical Regulatory Authority at Pronksi 12, Tallinn 10117 or by email at info@tarbijakaitseamet.ee.

8.5.2 apply to a court.

If you have any questions, please send an email to info@tearoma.ee.