Return rights

When does the buyer have the right to return the goods if the seller is a private individual?

If the seller is a private individual, the 14-day right of withdrawal does not apply to the buyer and the seller is under no obligation to buy the item back. If, however, the item does not match the description, the seller must buy the item back and pay the postage both ways.

In a transaction between two private individuals, the Tarbijakaitse ja Tehnilise Järelevalve Amet will not intervene.

When does the buyer have the right to return the goods if the seller is a business and the buyer is a private individual?

If for any reason the product purchased is not suitable, the buyer has the right to return the product within 14 days of the day on which he or she received it.

The postage costs for returning the product are often paid by the trader, but the trader may also place this obligation on the buyer, but this must be clearly stated in the terms and conditions of the order.

In which cases can the seller refuse?

The seller may refuse to take back goods if the products are not intact, if the original packaging is missing or if there are restrictions on the return of goods under the Law of Obligations Act. It is important to know that when returning goods, the product must be unworn, labelled and in its original packaging. These restrictions do not apply to defective products.

Selection of goods or products subject to restrictions on returns

Custom-made or clearly personalised products, e.g. graduation dress, T-shirts with your company logo.

Products that spoil or become obsolete quickly: food and drink regularly delivered, for example by a neighbour's trough, including milk, eggs, meat. Also includes frozen products and flowers.

Products which are not suitable for return for health or hygiene reasons and which have been opened after delivery, e.g. laundry, sun and bathing suits, mattresses, hygiene products.

Audio and video recordings or computer software, e.g. DVDs or CDs, with an open envelope that you have opened after receipt.

Cosmetics and perfumes with open packaging.

Digital content, once you have started downloading it and you have agreed that the withdrawal period does not apply from the moment you start supplying the content, e.g. audio and video recordings.

Provision of accommodation, movable goods transport, use of a motor vehicle, catering or leisure services, where the trader, when entering into the above contract, undertakes to provide the service on a specific date or within a specific period, e.g. air, train and concert tickets, hotel reservations, car rental services and catering services for specific dates.

Periodical publications, e.g. newspapers, magazines.

Urgent repairs and maintenance: for example, if you order a plumber to fix a leaking pipe, you cannot cancel the order once you have agreed on the price.