Returns and Complaints

14-Day Right of Withdrawal

Consumers have the right to withdraw from the contract within 14 days of receiving the goods purchased from the e-shop.

To withdraw, send a corresponding statement to the email address:

[email protected]

Returning Goods

After submitting the withdrawal statement, the goods must be returned within 14 days.

Goods must be sent or brought to the address:

• Sparkhouse OÜ
• Tartu mnt 74
• Tallinn

The direct costs of returning the goods are borne by the Buyer. In addition, a €10 return shipping and handling fee will be deducted from the refund to cover the cost of forwarding the goods back to our supplier.

Condition of Goods

Returned goods must be:

• complete
• unused or used only for checking the product's properties
• in original packaging if possible

If the goods have been used more than necessary for inspection, Sparkhouse OÜ has the right to reduce the refundable amount according to the decrease in the value of the goods.

Value Deductions Based on Condition

If returned goods are not in original condition, the following deductions apply to the refund amount:

Packaging and item condition deductions are not cumulative — only the higher applicable deduction will be applied.

Refund

Sparkhouse OÜ will refund the amount paid to the Buyer within 14 days of receiving the withdrawal statement.

Sparkhouse OÜ has the right to withhold the refund until:

• the goods have been received back, or
• the Buyer provides proof of returning the goods.

Right of Withdrawal Does Not Apply

The right of withdrawal does not apply to, among others:

• products made to the Buyer's specifications or items procured as a special order
• perishable goods
• sealed hygiene products if the packaging has been opened
• sealed audio or video products or software if the packaging has been opened

Inspection of Returned Goods

Sparkhouse OÜ has the right to inspect the condition of returned goods after receipt.

If returned goods do not meet the return conditions (e.g., damaged, incomplete, or used more than necessary), Sparkhouse OÜ has the right to:

• reduce the refundable amount according to the decrease in the value of the goods
• refuse a refund if the goods are significantly damaged

Sparkhouse OÜ is not responsible for damage during return shipping if the goods were not properly packaged.

Unclaimed Shipments

If the Buyer does not pick up or receive the shipment and it is returned to Sparkhouse OÜ, Sparkhouse OÜ has the right to deduct transport and return costs from the refundable amount.

Complaint Procedure

Sparkhouse OÜ is responsible for non-conformity of goods to the contract terms.

The Buyer has the right to file a complaint within 2 years of receiving the goods.

Upon discovering a defect, notification must be made as soon as possible, but no later than 2 months after discovery.

Complaints must be sent to the email address:

[email protected]

The complaint must include:

• the Buyer's name
• the order number
• a description of the problem
• photos if possible

Sparkhouse OÜ has the right to request that the defective product be sent for inspection to the address: Tartu mnt 74, Tallinn.

Complaint Resolution

If a manufacturing or material defect is identified, the Buyer has the right to:

• repair of the product
• replacement of the product
• or a refund

Sparkhouse OÜ is not responsible for defects caused by:

• incorrect use of the product
• not following the user manual
• mechanical damage
• normal wear and tear

Contact

For questions about returns and complaints, please contact us:

• Email: [email protected]
• Address: Sparkhouse OÜ, Tartu mnt 74, Tallinn, Estonia

Model Withdrawal Form

To withdraw from the contract, you may use the following model form: