Terms of sale

The owner of the online store www.luvi.ee (hereinafter referred to as the Online Store) is Luvi Studio OÜ (registry code 17267747)

Located in Estonia.

Validity of the sales contract, product and price information

The terms of sale apply to purchases of goods from the Online Store.

The prices of products sold in the Online Store are indicated next to the products. A fee will be added to the price

for delivery of goods.

The delivery fee depends on the buyer's location and the delivery method.

The delivery fee will be displayed to the buyer when placing the order.

Information about the goods is provided in the Online Store directly next to the goods.

Placing an order

To order goods, add the desired products to the shopping cart. To place an order, you must fill in the required data fields and select a suitable delivery method for the products. The amount to be paid will then be displayed on the screen, which can be paid via bank link or other payment solution.

The contract enters into force upon receipt of the amount due to the Online Store's bank account. If the ordered goods cannot be delivered due to the product being out of stock or for any other reason, the buyer will be informed as soon as possible and the paid money (including the cost of delivery of the goods) will generally be refunded within 1-2 working days. Depending on the payment method, the refund may take up to 7 working days.

Delivery

 

The shipping costs are borne by the buyer, and the relevant price information is displayed next to the shipping method.

Shipments within Estonia are usually posted within 2-5 working days from the entry into force of the sales contract and reach the destination specified by the buyer within 2-5 working days.

During the Christmas and sales periods, delivery times may be longer than usual.

In exceptional cases, the goods may be delivered within up to 30 calendar days.

If the Online Store has informed the buyer on the website or in the order confirmation of delivery problems and a deadline exceeding 30 calendar days, the deadline published by the Online Store applies.

 

Right of withdrawal

After receiving the order, the buyer has the right to withdraw from the contract concluded in the e-shop within 14 days.

The right of withdrawal does not apply if the buyer is a legal entity.

To use the 14-day return right, the ordered goods must not be used in any other way than is necessary to verify the nature, characteristics and functioning of the goods, as is permitted for testing goods in a physical store.

If the goods have been used for purposes other than what is necessary to verify their nature, characteristics and functioning, or if they show 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.

 

The right of withdrawal does not apply to goods manufactured according to the conditions provided by the buyer or that are clearly personalized (e.g., colored candles).

To return the goods, an application for withdrawal from the purchase of the goods must be submitted and sent to the email address no later than 14 days from the receipt of the goods.

The costs of returning the goods are borne by the buyer, except in cases where the reason for return is that the returned item does not match the order (e.g., wrong or defective item).

Please pack the returned candles carefully and securely for transport. The package must contain sufficient protective material so that the candles do not move during transport and are not damaged. If the goods arrive back damaged due to insufficient or incorrect packaging, the consumer is responsible for the resulting decrease in the value of the goods, and the seller has the right to reduce the refunded amount according to the damage incurred.

The buyer must return the goods within 14 days after submitting the application or provide proof that they have handed over the goods to the carrier within the aforementioned period.

 

Upon receipt of the returned goods, the Online Store will immediately, but no later than 14 days from the receipt of the withdrawal application, refund all payments received from the buyer under the contract.

The Online Store may refuse to make refunds until it has received the item that is the subject of the contract or until the buyer has provided proof that they have sent the item back, whichever occurs first.

If the buyer has explicitly chosen a delivery method different from the cheapest usual delivery method offered by the Online Store, the Online Store is not obliged to refund the consumer for costs exceeding the cost associated with the usual delivery method.

The Online Store has the right to withdraw from the sales transaction and demand the goods back from the buyer if the price of the goods in the online store has been marked significantly below the market price of the goods due to an error.

Right to file a complaint

The Online Store is responsible for any non-conformity or defect of the goods sold to the buyer that existed at the time of delivery of the item and that appears within two years from the date of delivery of the goods to the buyer. Within the first year from the delivery of the item to the buyer, it is presumed that the defect existed at the time of delivery. It is the Online Store's obligation to refute this presumption.

In case of a defect, the buyer has the right to contact the online store within two months at the latest by sending an e-mail to info@luvi.ee.

The Online Store is not responsible for defects that have arisen after the delivery of the goods due to the actions or inaction of the consumer (incorrect use, accident, etc.) or if it is normal wear and tear due to the ordinary use of the item.

If the goods purchased from the Online Store have defects for which the Online Store is responsible, the Online Store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Online Store will refund all fees associated with the sales contract to the buyer.

The Online Store will respond to the consumer's complaint in writing or in a reproducible written form within 15 days.

 

Dispute Resolution

If the buyer has complaints regarding the Online Store, they should be sent to the e-mail address info@luvi.ee.

If the buyer and the Online Store cannot resolve the dispute by agreement, the buyer can turn to the Consumer Disputes Committee. The procedural conditions can be viewed and an application submitted here.

The Consumer Disputes Committee is competent to resolve disputes arising from contracts concluded between the buyer and the Online Store. The review of the buyer's complaint by the committee is free of charge.

The buyer may turn to the European Union consumer dispute resolution platform.

The commission resolves disputes between consumers and e-traders free of charge.