Delivery of products

SVT Balti OÜ delivers goods ordered from the online store according to the delivery method and destination selected when placing the order.

The estimated delivery time is generally 5–15 business days after payment for the order has been received, unless otherwise stated on the product page or in the order confirmation.

If the delivery time for an ordered product is expected to be longer, we will contact the customer as soon as possible.

Delivery charges depend on the weight and dimensions of the order and the destination and are displayed during checkout where possible. Delivery charges for oversized or heavy goods may be agreed separately with the customer.

The customer is responsible for the accuracy of the contact and delivery information provided with the order. SVT Balti OÜ is not responsible for delivery delays caused by incorrect or incomplete information provided by the customer.

Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:

SVT Balti OÜ
Hoiu 9a, 76401 Laagri, Estonia
Email: info@svt.ee
Telephone: +372 6562 632

If the goods have not yet been dispatched, we will cancel the order and refund the amount paid.

14-day right of withdrawal

A consumer has the right to withdraw from a contract concluded through the online store within 14 days without giving any reason.

For contracts for the sale of goods, the 14-day withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.

The consumer must notify SVT Balti OÜ of the withdrawal by means of an unequivocal statement within 14 days. The notice may be submitted using the online store's Withdrawal Form or by email to info@svt.ee. Where the online Withdrawal Form is used, confirmation of receipt of the withdrawal notice will be sent to the customer by email.

After submitting the withdrawal notice, the goods must be returned or handed over to SVT Balti OÜ no later than 14 days thereafter.

The customer bears the direct cost of returning the goods unless otherwise agreed or where the goods are defective or incorrect and SVT Balti OÜ is responsible for the issue. Additional conditions set out below apply to the return of heavy and oversized goods.

Condition of returned goods

The consumer has the right to examine the goods in the same manner as would normally be permitted in a physical shop.

Where possible, please return the goods in their original packaging and together with all parts, documents and accessories supplied with the product.

The absence of or damage to the original packaging does not automatically exclude the right of withdrawal. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, the consumer is responsible for any resulting reduction in their value.

Return of heavy and oversized goods

Fireplaces, stoves, ovens and other heavy or oversized products are delivered, depending on the product and destination, by courier or freight transport and, where necessary, on a pallet. Due to their dimensions or weight, such products generally cannot be returned by ordinary post or parcel locker.

Where the consumer exercises the 14-day right of withdrawal, the consumer bears the direct cost of returning the goods to SVT Balti OÜ unless otherwise agreed or unless the reason for the return is a lack of conformity for which SVT Balti OÜ is responsible.

Before returning heavy or oversized goods, please contact us at info@svt.ee. At the customer's request, we can assist in arranging suitable transport or obtaining a quotation from a transport company. In such a case, we will inform the customer of the transport cost before the transport service is ordered.

Goods must be properly and securely packed for return transport. If the product was delivered on a pallet and safe transportation requires the use of a pallet, the product must be secured to a suitable pallet for return. Where possible, we recommend retaining the transport packaging and pallet until the end of the 14-day withdrawal period.

The absence of the original packaging or original pallet does not in itself prevent the consumer from exercising the right of withdrawal. However, the consumer is responsible for any reduction in the value of the goods resulting from handling or use beyond what was necessary to establish the nature, characteristics and functioning of the goods, or from inadequate packaging for return transport.

Where the consumer arranges the return transport independently, the consumer is responsible for choosing a suitable method of transport and for adequately packing the goods until they are handed over to SVT Balti OÜ.

If the returned goods are defective, incorrect or damaged during the original delivery and SVT Balti OÜ is responsible for the issue, SVT Balti OÜ will, where necessary, arrange return transport or reimburse reasonable return costs in accordance with applicable law.

Exceptions to the right of withdrawal

The 14-day right of withdrawal does not apply in the cases provided by law, including goods:

• made to the consumer's specifications or clearly personalised;
• which cannot be returned for another reason provided by law.

Where the right of withdrawal does not apply to a particular order, we will inform the customer before the order is placed or confirmed.

Refunds

In the event of withdrawal, we will refund all payments received from the consumer under the contract, including the cost of standard delivery, no later than 14 days after receiving the withdrawal notice.

If the customer selected a delivery method that is more expensive than the least expensive standard delivery method offered by us, SVT Balti OÜ is not required to reimburse the difference between the more expensive delivery method and the standard delivery method.

SVT Balti OÜ may withhold the refund until the returned goods have been received or the customer has provided evidence that the goods have been sent back, whichever occurs first.

Refunds will generally be made using the same payment method that the customer used for the original transaction, unless otherwise agreed.

Defective or transport-damaged goods

If the goods arrive damaged, incorrect or incomplete, please notify us as soon as possible at info@svt.ee.

Where possible, please include the order number, a description of the problem and photographs of the product and its packaging. This will help us resolve the issue more quickly.

For defective goods, SVT Balti OÜ bears the reasonable costs associated with remedying the defect in accordance with applicable law.