Refund policy

After receiving the order, the buyer has the right to withdraw from the contract concluded in the e-store within 14 days.

The right of withdrawal does not apply in the following cases: (1) the buyer is a legal person, (2) the goods were made to order or clearly personalized, (3) sealed goods that were unsealed after delivery and cannot be returned for hygiene or health protection reasons, (4) goods that can deteriorate or expire rapidly. 

To exercise the 14-day right of withdrawal, the ordered goods must not be used in any way other than is necessary to ascertain the nature, characteristics, and functioning of the goods in the same way it would be allowed to test the goods in a physical store.

If the goods have been used for purposes other than necessary to ascertain the nature, characteristics, and functioning of the goods, or if there are signs of use or wear, the Website has the right to reduce the amount to be returned based on the decrease in the value of the goods.

To return the goods, the buyer must submit a declaration of withdrawal from the purchase of the goods and send it to the email address info@fluum.ee no later than 14 days after receiving the goods.

The buyer must bear the cost of returning the goods, unless the reason for the return is that the returned product does not correspond to what was ordered (e.g., incorrect or defective product).

The buyer must return the goods within 14 days of submitting the withdrawal request or provide evidence that they have handed over the goods to the carrier within the said period.

The Website will refund all fees within 14 days from receiving the returned goods, or from receiving proof that the goods have been sent back, whichever is earlier. The Website may refuse to make refunds until it has received the item being returned or until the buyer has provided evidence that they have returned the item, whichever is earlier.

If the buyer has explicitly chosen a delivery method different from the cheapest standard delivery method offered by the Website, the Website is not required to reimburse the additional cost of the chosen delivery method beyond the cost of the standard delivery method.

The Website has the right to withdraw from the sale and demand the return of the goods if the price of the goods in the online store has been marked significantly below the market price of the goods due to an error. 

The Website is not liable for delays or non-performance of obligations due to circumstances beyond reasonable control, including but not limited to natural disasters, war, strikes, or technical failures.

Right to File a Claim:

The Website is responsible for the non-compliance or defects in the goods sold to the buyer that existed at the time of delivery and which become apparent within two years from the delivery of the goods to the buyer. Within the first year from the delivery of the item to the buyer, it is presumed that the defect existed at the time of delivery. Rebutting this presumption is the responsibility of the Website. 

In case of a defective item, the buyer has the right to contact the Website within two months by sending an email to info@fluum.ee. 

The Website is not responsible for defects that have occurred after delivering the item to the buyer.

If the goods purchased from the Website have defects for which the Website is responsible, the Website will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Website will refund all fees related to the sales agreement.

The Website will respond to the buyer's complaint in writing or in a format that can be reproduced in writing within 15 days.

Direct Marketing and Data Processing: The Website uses the personal data entered by the buyer only for processing the order and delivering the goods to the buyer. The Website forwards the personal data necessary for making payments to companies providing the transport service. 

The Website sends newsletters and offers to the buyer's email address only if the buyer has expressed a wish for direct mail by entering their email address on the website and indicating their desire to receive direct mail notifications. 

The buyer can opt out of offers and newsletters sent to their email address at any time by notifying us by email or by following the instructions in an email containing offers. 

Personal data is processed in accordance with the General Data Protection Regulation (GDPR, Regulation 2016/679) and the Estonian Personal Data Protection Act. Buyers have the right to access, correct, delete, or restrict processing of their personal data by contacting info@fluum.ee.

Resolution of Disputes:

If the buyer has complaints regarding the Website, these should be sent to the email address info@fluum.ee. 

If the buyer and the Website are unable to resolve the dispute by agreement, the buyer can contact the Consumer Dispute Committee. The terms of the procedure can be viewed and an application can be submitted here. The Consumer Dispute Committee is competent to resolve disputes arising from a contract between a buyer and the Website. Reviewing the buyer's complaint in the committee is free of charge.

The buyer can also contact the European Union's online dispute resolution platform at https://ec.europa.eu/consumers/odr.