Online Store Terms and Privacy Policy

1. Store Information The owner of the online stores Villem.ee and Villem.eu is VillemArt OÜ, registration number 16791475, located at Mustakivi tee 25-911, Tallinn, Estonia.

2. Validity of Sales Agreement and Price Information

   • The sales terms apply to purchases made from the online store.
   • By confirming an order, the customer acknowledges that they have read and accepted these Sales Terms and Privacy Policy.
   • Prices of products in the online store are listed alongside the products and are subject to an additional delivery fee. All prices are in euros.
   • The delivery fee depends on the customer's location and the delivery method. The delivery fee will be displayed to the customer when placing the order.
   • Detailed information about the product is provided in the online store, including usage instructions, exact composition, and other important information about the product. If you require a paper-based user manual, please specify this in the order notes.

3. Order Placement

   • To order, add the desired products to the shopping cart. To complete the order, fill out the required fields and choose a suitable delivery method. The total amount will then be displayed, which can be paid securely via the following payment methods:
     • Estonian bank links: Swedbank, SEB, Luminor, LHV, Coop Pank, Revolut
     • Secure payment module OPAY for additional banks
     • Visa/Mastercard payments and credit card payments via Stripe
   • Payments are processed through OPAY. Payments via bank link are done in the bank’s secure environment, and credit card payments are processed in Stripe's secure environment. The online store does not have access to the customer’s bank or credit card details.
   • The agreement becomes effective when the payment is received by the online store’s account.
   • The store is the data controller and will transfer necessary personal data to authorized processor AS for payment processing.
   • If the ordered product cannot be delivered due to the product being out of stock or other reasons, the customer will be notified as soon as possible, and the paid amount (including delivery costs) will be refunded without delay, but no later than 14 days from the notification.

4. Delivery

   • Products are shipped to the following countries: Estonia, Latvia, Lithuania, Finland, Sweden, Denmark, Poland, Czech Republic, France, Spain, Germany, Italy, and the Netherlands. If the desired country is not listed, please contact info@villem.ee to find the best shipping option.
   • Delivery options include:
     • DPD Estonia and EU parcel machines
     • Omniva Estonia, Latvia, and Lithuania parcel machines
     • Itella Estonia and Finland parcel machines
     • International courier service for packages up to 10kg
   • The customer bears the shipping costs, which are displayed with the delivery method. For larger shipments and other international deliveries, the customer and the online store will agree on the shipping price and terms.
   • Domestic shipments in Estonia usually reach the specified destination within 14 working days from the effective date of the sales agreement. Deliveries outside Estonia may take up to 30 calendar days. If the online store cannot deliver within this period, it will contact the customer to agree on an extended delivery time or inform them on the store’s homepage (during holidays, vacations).

5. Right of Withdrawal

   • After receiving the order, the customer has the right to withdraw from the contract within 14 days.
   • The right of withdrawal does not apply if the customer is a legal entity.
   • All returned products must be in their original packaging and undamaged.
   • To use the 14-day return right, the product must not be used in any way other than necessary to ascertain its nature, characteristics, and functioning as allowed in a physical store.
   • The right of withdrawal does not apply to products that are not suitable for return due to hygiene reasons.
   • To return a product, a free-form withdrawal statement must be submitted and sent to info@villem.ee within 14 days of receiving the product.
   • The customer bears the return shipping costs, except if the reason for return is that the product does not match the order (e.g., incorrect or defective product).
   • The customer must return the product within 14 days of submitting the withdrawal statement or provide proof that the product has been handed over to a carrier within this period.
   • Products must be returned unused and in their original packaging. The online store has the right to reduce the refund amount based on the product’s value depreciation or refuse the return if the items show signs of use. The product must retain its marketable condition and appearance.
   • The online store will refund the returned product upon receipt, but no later than 14 days from the receipt of the withdrawal statement, all amounts received from the customer under the contract.
   • The online store may withhold the refund until the product is returned or proof of return is provided, whichever comes first.
   • If the customer has chosen a delivery method other than the cheapest standard delivery option offered by the store, the store is not obligated to refund the additional cost that exceeds the cost of the standard delivery method.
   • The online store has the right to withdraw from the sale and request the return of the product if the price was significantly lower than the market value due to an error.

6. Right to Make Complaints

   • The online store is responsible for non-compliance or defects in the product that existed at the time of delivery and become apparent within two years from the delivery date. Within the first six months, it is assumed that the defect existed at the time of delivery. The burden of proof lies with the online store.
   • The customer has the right to submit a complaint about defects within two months of discovering them by sending an email to info@villem.ee.
   • The online store is not responsible for defects that occur after the product has been delivered to the customer.
   • If a product purchased from the online store has defects for which the store is responsible, the store will repair or replace the defective product. If the product cannot be repaired or replaced, the store will refund all amounts related to the sales contract.
   • The online store will respond to the customer’s complaint in writing or in a format that can be reproduced in writing within 15 days.

7. Direct Marketing and Personal Data Processing

   • The online store uses the customer's personal data for customer communication, order processing, and delivery, as well as for sales and customer base analysis and improving store usability and services.
   • Personal data is processed only to the extent necessary for fulfilling the purposes stated above.
   • The online store will transfer personal data to shipping service providers to deliver the product. Personal data will be shared with contractual partners to fulfill the terms of the contract with the customer.
   • The online store will send newsletters and offers to the customer’s email address only if the customer has consented by providing their email address and opting in for direct marketing communications.
   • The customer can opt-out of receiving offers and newsletters at any time by notifying the store via email or following the instructions in the promotional emails.

8. Dispute Resolution

   • If the customer has any complaints about the online store, they should be sent to info@villem.ee.
   • If the customer and the online store cannot resolve the dispute through mutual agreement, the customer may contact the Consumer Disputes Committee. The Committee has the authority to resolve disputes arising from contracts between the customer and the online store. The review of complaints by the Committee is free of charge.
   • The customer may also use the European Union online dispute resolution platform.