Terms and Conditions of Sale
The online store www.penner.ee (hereinafter the Online Store) is owned by OÜ Penner (registry code 10912771), located at Võru 77, Tartu 50404, Estonia.
Validity of the sales contract, product and price information
These terms and conditions apply to the purchase of goods from the Online Store.
The prices of products sold in the Online Store are indicated next to the products. A delivery fee is added to the price.
The delivery fee depends on the buyer's location and the chosen delivery method. The delivery fee is shown to the buyer when placing the order.
Information about the goods is provided directly next to the product in the Online Store.
Placing an order
To order goods, the desired products must be added to the shopping cart. To place an order, the required data fields must be completed and a suitable delivery method selected. The payable amount is then displayed on the screen, which can be paid via a bank link or another payment solution.
The contract enters into force once the payable amount has been received in the Online Store's bank account.
If the ordered goods cannot be delivered due to the goods being out of stock or for any other reason, the buyer will be notified as soon as possible and the amount paid (including delivery costs) will generally be refunded within 1-2 business days. Depending on the payment method, the refund may take up to 7 business days to arrive.
Delivery
Goods are shipped to the following countries: Estonia, Latvia, Lithuania, Finland.
Customers from other European countries are kindly asked to contact us to clarify shipping costs by e-mail at info@penner.ee or by phone at +372 734 8296.
Shipping costs are covered by the buyer, and the relevant price information is displayed next to the shipping method.
Shipments within Estonia generally reach the destination specified by the buyer within 1-3 business days from the entry into force of the sales contract. Delivery outside Estonia takes place within 3-21 calendar days.
In exceptional cases, the goods may be delivered within up to 30 calendar days.
If the Online Store has notified 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 shall apply.
Right of withdrawal
After receiving the order, the buyer has the right to withdraw from the contract concluded in the online store within 14 days.
The right of withdrawal does not apply if the buyer is a legal person.
In order to exercise the 14-day right of return, the ordered goods may not be used in any way other than is necessary to establish the nature, characteristics, and functioning of the goods, in the manner that would be permitted when testing the goods in a physical store.
If the goods have been used for purposes other than establishing their nature, characteristics, and functioning, or if they show signs of use or wear, the Online Store has the right to reduce the refundable amount according to the decrease in the value of the goods.
To return goods, the withdrawal application must be completed here: withdrawal application. Alternatively, the withdrawal application may be sent by e-mail to info@penner.ee. The application must be submitted no later than 14 days after receipt of the goods.
The costs of returning the goods are covered by the buyer, except in cases where the reason for the return is that the returned item does not correspond to what was ordered (e.g. a wrong or defective item).
The buyer must return the goods within 14 days following the submission of the application, or provide proof that the goods have been handed over to the carrier within that period.
Upon receipt of the returned goods, the Online Store shall refund to the buyer all payments received from the buyer under the contract without undue delay, but no later than 14 days from the receipt of the withdrawal application.
The Online Store may withhold reimbursement until it has received the goods back, or until the buyer has provided proof of having sent back the goods, whichever occurs first.
If the buyer has expressly chosen a delivery method other than the cheapest standard delivery method offered by the Online Store, the Online Store is not required to reimburse the buyer for any costs exceeding those of the standard delivery method.
The Online Store has the right to withdraw from the sale and demand the return of the goods from the buyer if the price of the goods in the online store has been marked, due to an error, significantly below the market price of the goods.
Right to file a claim
The Online Store is liable for any non-conformity with the contract terms or defect in the goods sold to the buyer that existed at the time the goods were handed over and that becomes apparent within two years from the handover of the goods to the buyer. During the first year following the handover of the goods to the buyer, it is presumed that the defect already existed at the time of handover. The burden of rebutting this presumption lies with the Online Store.
In the event of a defect, the buyer has the right to contact the Online Store within two months, by sending an e-mail to info@penner.ee or by calling +372 734 8296.
The Online Store is not liable for defects arising after the handover of the goods due to the consumer's actions or omissions (improper use, accident, etc.) or due to normal wear and tear resulting from the ordinary use of the item.
If goods purchased from the Online Store have defects for which the Online Store is liable, the Online Store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Online Store will refund the buyer all payments made under the sales contract.
The Online Store will respond to a consumer's complaint in writing or in a format which can be reproduced in writing within 15 days.
Direct marketing and processing of personal data
The Online Store uses the personal data entered by the buyer (including name, phone number, address, e-mail address, and bank details) solely for processing the order and delivering the goods to the buyer. The Online Store transfers personal data to companies providing transport services in order to deliver the goods.
The Online Store sends newsletters and offers to the buyer's e-mail address only if the buyer has expressed a wish to receive them by entering their e-mail address on the website and indicating their wish to receive direct marketing messages.
The buyer may unsubscribe from promotional e-mails and newsletters at any time by notifying us by e-mail or by following the instructions provided in the relevant promotional e-mail.
Dispute resolution
If the buyer has any complaints regarding the Online Store, they should be sent by e-mail to info@penner.ee or by phone at +372 734 8296.
If the buyer and the Online Store are unable to resolve the dispute by agreement, the buyer may turn to the Consumer Disputes Committee. The procedural terms can be reviewed and an application submitted here. The Consumer Disputes Committee is competent to resolve disputes arising from a contract concluded between the buyer and the Online Store. The buyer's complaint is reviewed by the Committee free of charge.
The buyer may also turn to the European Union's online dispute resolution platform here.