Product returns — 14-day right of withdrawal and refund

CyberMarket.ee grants a 14-day right of withdrawal in accordance with EU Directive 2011/83/EU and the Estonian Law of Obligations Act.

Right of withdrawal (14 days)

•    The right of withdrawal applies to customers who are consumers (physical persons) acting outside their trade, business or profession.

•    The consumer has the right to withdraw from the contract within 14 calendar days of receiving the goods, without giving a reason.

•    Purchases made by legal persons or persons acting within their business are not covered by consumer protection rules; their return and exchange terms are agreed separately with the seller.

How to return

To exercise the right of withdrawal, send a free-form notice to [email protected] within 14 days of receiving the goods. For a return or exchange, present the invoice received at purchase or the manufacturer’s warranty card.

Returned goods must be brought to the store or sent by post to: Long Market OÜ, Priisle tee 16-6, Lasnamäe linnaosa, 13914 Tallinn, Estonia.

Refund

•    After the goods are received and inspected, and if the return conditions are met, the refund is made within 14 calendar days via the same payment method used for the purchase.

•    Upon approval of the return, the funds are transferred to the customer’s bank account within 14 days of receiving the withdrawal notice.

•    If the goods have been used more than necessary to establish their nature and functioning, CyberMarket.ee may reduce the refund amount accordingly.

Costs and condition of the goods

•    Long Market OÜ does not charge a fee for processing a return.

•    The cost of returning the goods is borne by the buyer, unless the law provides otherwise.
•    The customer is responsible for keeping the goods safe during the withdrawal period.
•    If the item was purchased as part of a promotional set, the entire set must be returned.

When the right of withdrawal does not apply

The right of withdrawal does not apply to digital content, software or video games if their use has begun with the consumer’s consent. Under the Estonian Law of Obligations Act, the right of withdrawal does not apply in particular to:

•    engraved goods that cannot be returned for health or hygiene reasons after the packaging has been opened;
• •    goods that become mixed with other items after delivery;
  •    audio and video recordings and software if the packaging has been opened;
  •    cosmetics, perfumes and other personal hygiene products if the packaging has been opened.

  Dispute resolution

  Disputes are resolved primarily through negotiation. If no agreement is reached, disputes are settled under the laws of the Republic of Estonia. Consumers may turn to the Consumer Disputes Committee or use the EU online dispute resolution platform.

  Frequently asked questions

  How long do I have to return an item?

  14 calendar days from receiving the goods — for consumers (physical persons), without giving a reason.

  How do I withdraw from the purchase?

  Send a free-form notice to [email protected] within 14 days and present the invoice or warranty card.

  When will I be refunded?

  Within 14 days after the goods are received and inspected, via the same payment method used for the purchase.

  Who pays for return shipping?

  The buyer bears the return cost unless the law provides otherwise. There is no processing fee for returns.

  Which goods cannot be returned?

  Opened cosmetics, perfumes and hygiene products, opened audio/video and software, engraved goods, and digital content whose use has begun.