1. Tradehouse and the Purchaser shall be held liable for the damage caused to the non-breaching party in the events and to the extent provided for in the legislation of the Republic of Estonia.
2. Tradehouse shall be liable for the non-compliance of the Product sold to the Purchaser with the terms and conditions of the contract or for defects which existed at the time of its handover to the Purchaser and which occur within two years of the handover of the Product to the Purchaser. Within the first six months as of its handover to the Purchaser, it is assumed that the defect was present upon handover of the Product. It is Tradehouse’s responsibility to prove otherwise.
3. The Purchaser has the right to submit complaints with Tradehouse with regard to a non-comforming Product within the period of two years from the date of its handover to the Purchaser. A complaint has to be submitted without delay but no later than within two months from detecting a defect of the Product. Upon detecting a defect, the Purchaser must take all reasonable measures for the preservation and protection of the Product, including not to use the defective Product, if this would further deteriorate its condition.
4. If the Product does not conform to contractual terms and conditions, the Purchaser may exercise the legal remedies provided for in law, including requesting the repair or replacement of the Product. If the Product cannot be repaired or replaced, or the repair or replacement proves unsuccessful or causes unreasonable inconveniences to the Purchaser, the Purchaser shall have the right to withdraw from the sales contract and demand a refund.
5. Tradehouse shall not be held liable for defects arising from the Purchaser’s incorrect usage or improper storage of the Product. Defects are Product defects, not defects of packaging.
6. If Tradehouse or the manufacturer has granted warranty to the Product, the warranty conditions in written form shall be given to the Purchaser and/or shall be made electronically available in the online shop.
7. The Purchaser has to keep the purchase documents (invoice, contract, etc.) that verify the purchase of the Product from the Tradehouse’s store or online shop for the resolution of possible later problems. Tradehouse has the right to refuse to resolve the problem if a purchase document is missing.
8. If the Product purchased at the Tradehouse store or in the online shop has defects, the Purchaser has to submit a complaint within the next two months at one of the Tradehouse’s stores:
8.1. in Tallinn: at Peterburi 47c;
8.2. in Tallinn: at Nautica Keskus, Ahtri 9;
8.3. in Tartu: at Kvartali Keskus, Riia 2;
8.4. in Pärnu: at Port Artur 1, Hommiku 2;
8.5. in Narva: at Astri shopping centre, Tallinna 41;
8.6. or send it to online shop customer service by emailing to info@tradehouse.ee or dialling +372 6 730 300.
9. A complaint must be submitted along with the defective Product. Tradehouse and the Purchaser shall enter into a maintenance and repair agreement if the Product needs to be sent to a diagnostics centre or to experts for the identification of the nature and cause of the defect.
10. A complaint must contain the following information:
10.1. Purchaser’s name and contact details;
10.2. Date of presenting a complaint;
10.3. Description of the Product’s defects;
10.4. A claim presented to Tradehouse;
10.5. Reference to documents, confirming the fact of the transaction or a warranty, or provide their copies in the attachment.
11. Tradehouse will respond to the complaint in writing within 15 days after the receipt of the complaint from the Purchaser. If Tradehouse is unable to provide a response to the Purchaser’s complaint within 15 days, Tradehouse will inform the Purchaser of that in writing, stating the reason for delay and the date by which the response will be provided.
12. When resolving the Product’s defects, the parties shall be guided by the Tradehouse’s claiming conditions, which are an integral part to the present sales conditions.
13. The Purchaser is entitled to address to a competent supervisory authority, which is the Estonian Consumer Protection Board at Sõle 23a, 10614 Tallinn, email: info@ttja.ee. For the out-of-court resolution of online consumer disputes in accordance to EU regulation 524/2013 of the European Parliament and of the Council.
14. If the Purchaser and Tradehouse fail to settle the dispute by agreement, the Purchaser may address to the Consumer Dispute Committee. Its procedural rules can be viewed and a complaint can be submitted here. The Consumer Dispute Committee is competent to resolve disputes arising from a contract between a Purchaser and an Online Shop. Resolution of disputes by the Committee is free of charge for the Purchaser.
15. The Purchaser may also address to the dispute resolution bodies of the European Union.