Withdrawal, returns and complaints

14-day right of withdrawal

• A consumer may withdraw without giving a reason within 14 days from receiving the goods.
• Send an unequivocal withdrawal notice to [email protected] before the deadline. It is enough that the notice is sent within the 14-day period.
• Return the goods within 14 days after sending the withdrawal notice to Purana OÜ, Nõmmiku tn 26, Vahi alevik, Tartu vald, Tartu County 60534, Estonia.
• The customer pays the direct return postage. If the goods are defective or the wrong item was sent, we arrange an appropriate return method and cover the necessary return cost.

Model withdrawal notice

To: Purana OÜ, [email protected]. I hereby give notice that I withdraw from the contract for the following goods: . Ordered on [date], received on [date]. Consumer name and address: [details]. Date: [date]. Signature if submitted on paper.

Refund and condition of goods

We refund payments received, including the cost of the standard delivery method, no later than 14 days after receiving the withdrawal notice. We may withhold the refund until the goods are returned or evidence of return is provided. The refund is normally made using the original payment method.

The product may be handled only as needed to establish its nature, characteristics and functioning. The customer is responsible for diminished value caused by handling beyond that. Missing original packaging alone does not remove the right of withdrawal.

Defective goods

If a product arrives damaged or develops a fault, stop using it if unsafe and email [email protected]. Include the order number, a description and, where possible, photos. A consumer may make a claim within two years of delivery and should notify us no later than two months after discovering the defect.