Terms and conditions
Terms and Conditions of the Online Store
The owner of the online store rouen.ee (hereinafter referred to as "Online Store") is ROUEN OÜ (registration code 16787249), located at Viljandi mnt 18b Tallinn Harjumaa 11216.
Validity of the Sales Agreement, Product, and Price Information
The terms and conditions apply when purchasing products from the Online Store.
The prices of the products sold in the Online Store are indicated next to the products. A fee for delivery will be added to the price. All prices of products sold in the Online Store are in euros.
The delivery fee depends on the buyer’s location and the delivery method. The delivery fee is displayed to the buyer during the order placement process.
Information about the products is provided directly next to the product in the Online Store.
Placing an Order
For ordering, the buyer must add the desired products to the shopping cart. To complete the order, the required data fields must be filled in, and a suitable delivery method selected. After that, the total cost will be displayed, which can be securely paid through the following payment methods:
- Estonian bank payments: Swedbank, SEB, Luminor, LHV, Coop Pank, Citadele
Note: When paying via bank link, be sure to click the "Return to Merchant" button on the bank's page.
Payments are handled by Maksekeskus AS. Payment is made outside the Online Store in a secure environment — for bank link payments, in the secure environment of the respective bank, and for credit card payments, in the secure environment of Maksekeskus AS. The seller does not have access to the buyer's bank and credit card details. The agreement is considered valid from the moment the amount payable is credited to the Online Store's account.
The owner of the Online Store is the controller of personal data and forwards the necessary personal data for processing payments to the authorized processor Maksekeskus AS.
If the ordered product cannot be delivered due to the product being out of stock or for any other reason, the buyer will be notified as soon as possible and the paid amount (including delivery costs) will be refunded promptly, but no later than within 14 days from the date of notification.
Delivery
Goods are delivered to the following countries: Estonia.
The buyer has the following options for receiving the goods: DPD, Omniva and Itella Smartpost parcel lockers.
The buyer bears the cost of delivery, and the corresponding information is displayed next to the delivery method.
Domestic shipments within Estonia generally reach the buyer's specified destination within 14 business days from the conclusion of the sales agreement.
In exceptional cases, the seller has the right to deliver the goods up to 45 calendar days.
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 entity.
To exercise the 14-day return right, the ordered goods must not be used in any other way than is necessary to ascertain the nature, characteristics, and functioning of the goods, similar to how it is allowed in a physical store.
If the goods have been used for purposes other than necessary to determine their nature, characteristics, and functioning, or if they show signs of use or wear, the Online Store has the right to reduce the refunded amount in proportion to the decrease in the value of the goods.
To return the goods, the buyer must submit a withdrawal request, and send it to the e-mail address info@rouen.ee no later than 14 days after receiving the goods.
The buyer bears the cost of returning the goods, except when the reason for the return is that the product does not correspond to what was ordered (e.g., wrong or defective product).
The buyer must return the goods within 14 days of submitting the withdrawal request or provide proof that they have handed over the goods to the carrier within this period.
The Online Store will refund the amount paid by the buyer promptly, but no later than 14 days after receiving the withdrawal request, including all amounts received from the buyer under the contract.
The Online Store may withhold refunds until it has received the returned goods or until the buyer has provided proof of having returned the goods, whichever comes first.
If the buyer has explicitly chosen a delivery method different from the cheapest standard delivery method offered by the Online Store, the Online Store is not required to refund the cost exceeding the standard delivery method.
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 was mistakenly significantly lower than the market price.
Right to Submit a Claim
The Online Store is responsible for any non-compliance or defects in the product sold to the buyer, which were present at the time of delivery and become apparent within two years of the delivery of the goods to the buyer. Within the first year after delivery to the buyer, it is presumed that the defect existed at the time of delivery. The Online Store is responsible for proving otherwise.
The buyer has the right to contact the Online Store no later than two months after the defect has appeared by sending an e-mail to info@rouen.ee or calling+372 5687 6686.
The Online Store is not liable for defects that occur after the goods have been handed over to the buyer.
If goods purchased from the Online Store have defects for which the Online Store is responsible, the Online Store will repair or replace the defective goods. If it is not possible to repair or replace the goods, the Online Store will refund all fees associated with the sales contract to the buyer.
The Online Store will respond to the consumer’s complaint in writing or in a form that allows written reproduction within 15 days.
Direct Marketing and Personal Data Processing
The Online Store uses the personal data entered by the buyer only for processing the order and sending the goods to the buyer. The Online Store forwards personal data to the transport service providers for the purpose of delivering the goods.
The Online Store sends newsletters and offers to the buyer’s email address only if the buyer has expressed their wish by entering their email address on the website and indicated their desire to receive direct marketing messages.
The buyer can unsubscribe from offers and newsletters at any time by notifying us via email or following the instructions in the email containing the offers.
Dispute Resolution
If the buyer has any complaints regarding the Online Store, they should be sent to the email address info@rouen.ee or by calling +372 5687 6686.
If the buyer and the Online Store cannot resolve the dispute by agreement, the buyer may turn to the Consumer Disputes Committee. The Consumer Disputes Committee is competent to resolve disputes arising from a contract between the buyer and the Online Store. The review of the buyer’s complaint by the committee is free of charge.
The buyer may also turn to the European Union's online dispute resolution platform.