5. Cancelling an order and returning products
5.1. After receiving the order, the Buyer has the right to withdraw from the contract concluded in the e-shop within 14 days.
5.2. The right of withdrawal does not apply if the Buyer is a legal person.
5.3. In order to use the 14-day right of withdrawal, the ordered goods may not be used in any other way than is necessary to ensure the nature, characteristics, and functioning of the goods in the same way as it would be possible to do in a physical store.
5.4. If the goods have been used for any purpose other than necessary to ensure the nature, characteristics, and functioning of the goods, or there are signs of use or wear and tear, the online store has the right to reduce the refundable amount according to the decrease in the value of the goods.
5.5. To withdraw, send an unambiguous notice to info@gastroeesti.ee within 14 days of receipt, identifying the product and order number. A consumer does not need to give a reason for withdrawal.
5.6. The cost of returning the goods shall be borne by the Buyer, except in cases where the reason for the return is that the item to be returned does not correspond to the ordered item (e.g. wrong or defective item).
5.7. The Buyer must return the goods within 14 days following the submission of the withdrawal application or provide evidence that they have handed over the goods to the carrier within the aforementioned period.
5.8. Upon receipt of the returned goods, the online store shall immediately, but not later than 14 days after receiving the notice of withdrawal, refund all payments received from the Buyer under the contract.
5.9. The online store may refuse to make refunds until the goods subject to the contract have been returned or until the Buyer has provided proof of returning the goods, depending on which occurs earlier.
5.10. If the Buyer has explicitly chosen a delivery method other than the cheapest standard delivery offered by the online store, the online store is not required to refund the additional cost beyond the standard delivery method.
5.11. The online store has the right to withdraw from the sales transaction and demand the return of the goods if the price of the goods in the online store has been significantly lower than the market price of the goods due to an error.
6. Right to submit a complaint and return non-conforming products
6.1. A consumer may submit claims concerning non-conforming goods for two years after receipt under Estonian law. If a defect appears within the first year after delivery, it is presumed to have existed at delivery unless incompatible with the nature of the goods or defect.
6.2. A business buyer must inspect the goods immediately after receipt. Visible defects, damage or quantity discrepancies must be reported to Gastromex OÜ in writing within seven calendar days of receipt.
6.3. Report a defect to info@gastroeesti.ee, providing the buyer’s name, contact details, invoice or order number, a description and, where possible, photographs or video.
6.4. Gastromex OÜ is not responsible for damage caused by the buyer’s fault or negligence, incorrect installation, use or maintenance, normal wear, failure to follow manufacturer instructions, or external factors after handover.
6.5. Gastromex OÜ will examine a complaint and reply as soon as possible, no later than 15 calendar days after receipt.
6.6. The buyer may request a price reduction or refund where repair or replacement is impossible or has failed.
6.7. The buyer must inspect the outer packaging and goods on receipt and report visible transport damage to the carrier and Gastromex OÜ as soon as possible, within seven calendar days.
6.8. Voluntary returns of non-defective goods by business buyers require prior agreement with Gastromex OÜ. Where the seller is not at fault, an agreed deduction of up to 20% may cover return costs. This does not restrict consumers’ statutory withdrawal rights or remedies for defective goods.
6.9. Statutory exceptions apply to goods made to order or to personal specifications. Voluntary returns of goods specially ordered for a business buyer require separate agreement. Rights concerning defective or non-conforming goods remain unaffected.
