Distance Selling Agreement
When a consumer places an order in the online store, this distance selling agreement is concluded between the consumer and OÜ Glasur Grupp, registry code 10255250, registered address Punane tn 56, Lasnamäe district, Tallinn, Harju County, 13619, e-mail info@glasurgrupp.ee, phone +372 5198 7711 (hereinafter Glasur Grupp or the Seller).
1. General provisions
1.1. The terms of this distance selling agreement are binding on all consumers who place orders in our online store.
1.2. By placing an order, the consumer confirms that they have read and agree to these terms.
1.3. The consumer is not entitled to place an order without having read and agreed to these terms.
1.4. The main characteristics and prices of the goods are displayed in the online store and are available before the order is placed.
2. Placing orders
2.1. Orders may be placed by both registered and unregistered users.
2.2. The consumer must complete every step of the ordering process and provide or verify the required information at each stage.
2.3. An unregistered user must provide all information necessary to fulfil the order.
2.4. A registered and logged-in user must supplement any information missing for the order.
2.5. The agreement is deemed concluded once payment has been received. The document confirming the order is the delivery note sent to the consumer’s e-mail address.
3. Prices and payment
3.1. Prices are shown in euros (EUR).
3.2. The displayed price includes VAT at the rate set by applicable law; for information purposes, the price excluding VAT is also shown.
3.3. Delivery costs are not included in the price.
3.4. Online store prices may differ from the prices in our physical stores.
3.5. Goods are sold at the prices valid at the time the order is placed.
3.6. The Seller has the right to change prices without prior notice.
3.7. Payment can be made via internet bank, payment cards, or online payment systems, subject to the terms of the respective service provider.
4. Order processing
4.1. Orders are processed on business days between 8:00 and 17:30.
4.2. Consumers receive notifications about the order status by e-mail.
5. Delivery of goods
5.1. Goods are delivered to the address specified by the consumer via Venipak courier service, or to a Venipak parcel locker chosen by the consumer, within Estonia. The consumer is responsible for the accuracy of the delivery information provided (address, parcel locker selection, contact details).
5.2. Delivery takes place within 1–5 business days, depending on product availability and the destination. The deadline may be extended if goods are temporarily out of stock.
5.3. The delivery fee is 5.60 euros (VAT included).
5.4. An order delivered by courier must be received by the consumer in person and may not be handed over to third parties; the order number and a valid identification document must be presented upon receipt. Goods sent to a parcel locker are collected using the code received.
5.5. Upon courier delivery, the consumer must check together with the courier that the goods match the order.
5.6. If delivery fails for reasons attributable to the consumer, the order may be forwarded to the nearest OÜ Glasur Grupp store for repeat pickup.
5.7. Goods may also be collected from our stores.
6. Right of withdrawal
6.1. The consumer has the right of withdrawal in accordance with the Estonian consumer protection legislation.
6.2. The consumer may withdraw from the agreement within 14 days without giving a reason. The right of withdrawal does not apply to goods whose packaging has been opened and which, for health or hygiene reasons, cannot be returned. The consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The Seller has the right to refuse a return if the goods are damaged or show signs of use.
6.3. To withdraw, the consumer must complete the withdrawal form available in the online store.
6.4. Goods must be returned within 14 days, either by bringing them to a store or by sending them to Punane tn 56, Tallinn, 13619.
6.5. The consumer bears the direct cost of returning the goods.
6.6. Glasur Grupp refunds all payments made, including delivery costs, within 14 days of receiving the returned goods.
6.7. The refund is made using the same means of payment as the original transaction.
7. Warranty and claims
7.1. The consumer is entitled to the statutory two-year conformity warranty.
7.2. The Seller will repair or replace, at its own expense, any goods that do not conform to the order.
7.3. Claims may be submitted to info@glasurgrupp.ee.
8. Processing of personal data
8.1. Personal data is processed for the performance of the agreement in accordance with the Privacy Policy.
9. Dispute resolution
9.1. Disputes are first sought to be resolved through negotiation, by phone or e-mail.
9.2. If a dispute cannot be resolved, the consumer has the right to contact the Estonian Consumer Protection and Technical Regulatory Authority or the courts.
10. Order cancellation
10.1. An order can be cancelled within 2 hours of being placed by contacting the Seller.
10.2. Cancellation is considered valid once confirmed by the Seller.
10.3. An order cannot be cancelled once its fulfilment has already begun.
10.4. Refunds are made within 5 business days.
10.5. The refund is made using the same means of payment as the original transaction.
