For your information

For your information

Warranty and filing a claim

The right to file a complaint is valid for 2 years
The consumer has the right to turn to the trader in the event of a defect in the goods within two years after making the purchase. If it turns out that the item has a manufacturing defect, the item must be repaired or replaced by the trader. If the repair fails and replacement is not possible, the consumer has the right to withdraw from the contract, i.e. return the product and get a refund. Upon agreement with the consumer, the amount can also be reimbursed in gift cards.

Complaints can be submitted both verbally and in writing
The consumer can submit a complaint to the trader in a free form either by himself or through a representative. The first appeal can be made verbally by the consumer, but if the service provider cannot/doesn't/can't decide such issues himself, he can ask for a complaint in written form.

The complaint should state

name and contact details of the consumer,
the date of filing the complaint,
lack of goods or services,
the claim presented to the trader, i.e. what solution the consumer expects.
The complaint should also include a copy of the document proving the purchase, which can be a check, invoice, bank statement or other document that shows the time of the transaction and the parties involved. A written complaint must be answered within 15 days.

In the first 6 months, the trader must pay for the certification
According to the law, a shortage in the first six months is considered a manufacturing defect. If the trader does not agree with this, he must prove the opposite and also explain this to the consumer. In order to fulfill the obligation of proof, the sentence: "a manufacturing defect was not identified" or "the errors that occurred are among operational defects". The costs of verification in the first six months are borne by the trader. Later, the costs of proof must be borne by the culprit, i.e., in the case of a manufacturing defect, the trader, in the case of defects due to incorrect use, the consumer.

The right to file a complaint and the guarantee are different concepts
The right to file a complaint described above is often confused with a warranty. However, "right to file a complaint" and "guarantee" are completely different concepts. The right to file a complaint comes from the law and protects the consumer in any case. Warranties are offered voluntarily by manufacturers and traders. More detailed information on the difference between a guarantee and the right to file a claim can be found on the website of the Consumer Protection Board:

https://www.ttja.ee/eraklient/tarbija-oigused/tarbija-oigused-ja-kohustused/puudusega-toode-muugigarantii

If the goods have a warranty, the buyer must be informed about it and also be introduced to the terms of the guarantee, if the buyer wishes, the terms of the guarantee must also be given to him in writing.

The consumer has the right to address disputes to the Consumer Disputes Commission - address: Pronksi 12, Tallinn 10117; phone: 3201 920; e-mail: application@komisjon.ee; additional information about the Consumer Disputes Commission: www.komisjon.ee.