Returns

Right of Return and Submitting Complaints
14-Day Right of Return
Goods purchased from the Fertago.eu online store are subject to a 14-day right of withdrawal for consumers (private individuals) from the date of receipt of the goods, in accordance with the Law of Obligations Act.
The right of withdrawal does not apply to legal entities (companies).
To inspect the goods and ascertain their properties, the customer is allowed to handle and examine the goods only in a way that would normally be permitted in a physical store. If the goods have been used for other purposes or show signs of use or wear, Fertago OÜ has the right to reduce the refundable amount according to the decrease in the value of the goods.
Products that are not suitable for return due to health protection or hygiene reasons and whose packaging has been opened after delivery (e.g., cosmetics, underwear, etc.) are not eligible for return. [Note to you: delete this point if you do not sell hygiene products/cosmetics].

Return Procedure
To return goods, a withdrawal application in a free format must be submitted and sent to the email address info@fertago.eu no later than 14 days after receiving the goods.
The customer must return the goods within 14 days following the submission of the application or provide proof that they have handed the goods over to a logistics company within the aforementioned period.
The direct costs of returning the goods shall be borne by the customer, unless the reason for the return is that the returned product does not match the order (e.g., a wrong or defective product).

Refunds
Upon receipt of the returned goods, Fertago OÜ will refund the customer immediately, but no later than 14 days after receiving the withdrawal application, all fees received from the customer under the contract (including the initial delivery costs of the goods). The online store may refuse to make refunds until it has received the item that is the subject of the contract or until the customer has provided proof that they have sent the item back.

Right to Submit a Complaint
Fertago OÜ is responsible for the non-compliance of goods sold to a customer with the terms and conditions of the contract or for deficiencies which already existed at the time of delivery and which occur within two years of delivering the goods to the customer.
In the event of a defect, please send an email immediately (within 2 months at the latest) to info@fertago.eu. In the email, please describe the defect as precisely as possible and include the buyer's contact details and proof of purchase (invoice).
The person submitting the complaint will be contacted within 3 working days at the latest.

Dispute Resolution
If the customer has complaints regarding the online store, they must be sent by email to info@fertago.eu. If the customer and Fertago OÜ cannot resolve the dispute by agreement, the customer can appeal to the Consumer Disputes Committee (Consumer Protection and Technical Regulatory Authority). You can review the procedural conditions and submit an application at komisjon.ee. The Consumer Disputes Committee is competent to resolve disputes arising from a contract between a consumer and an entrepreneur if the value of the disputed goods exceeds 20 euros. The review of the complaint by the Committee is free of charge for the customer.