Return of Goods

Goods purchased from the hotlips.ee online store are subject to the warranty and return procedure prescribed by the laws of the Republic of Estonia.

Purchased goods are subject to a 14-day right of return from receipt of the goods.

The right of withdrawal does not apply if the buyer is a legal entity.

Product

The goods to be returned must be unused, undamaged and in the original packaging.

Cosmetics, underwear and perfumery products with an open package cannot be returned. Products whose use (or non-use) cannot be controlled are also not eligible for return.

Goods that are not eligible for return due to health protection or hygiene reasons and that have been opened after delivery cannot be returned.

Product return

In order to return the goods, you must submit a request for withdrawal from the purchase of the goods in a free form, and send it to the e-mail address [email protected] within 14 days of receiving the goods at the latest.

You can return the product to the Hotlips Maardu office (Vana-narva mnt 20B, Maardu) or via parcel machines.

The cost of returning the goods is borne by the buyer, unless the reason for the return is that the item to be returned does not correspond to what was ordered (e.g. a wrong or defective item).

There are two ways to return:

• Return to Hotlips Maardu representative office (Vana-narva mnt 20B, Maardu).

To do this, please fill out the application in advance and return the complete product together with the purchase invoice.

The application for returning the goods can also be completed at the representative office.

Additional information about the Hotlips store can be found here.

• Return by parcel machine

If you ordered the goods with the Itella SmartPost parcel machine

In the case of Itella SmartPost, we have an ordered return service, which means that you do not have to pay for it separately when you return the goods.

In the parcel machine, you must select "Return of goods" from the menu and follow the further instructions of the machine.

You can find more information at https://itella.ee/en/how-to-return-your-parcel/

If you ordered the goods with a DPD parcel machine

In the case of DPD, we have an ordered return service, which means that you do not have to pay for it separately at the time of returning the goods.

To return to the DPD parcel machine, pack the returned goods properly and stick the DPD return label that came with the goods on the package. Then find your nearest DPD parcel machine and select "Send parcel" and then "Send preformed parcel" on the screen. Scan the barcode of the package label in the parcel machine and select the package size. Put the package in the locker, close the door and confirm the delivery of the package.

If you ordered the goods with the Omniva parcel machine

In the case of the Omniva parcel machine, we have a free return service, which means that you do not have to pay for it separately at the time of returning the goods.

To return the item, it must be properly packaged and taken to the same parcel machine from which you received the package. You have to select "Return package" from the menu at the parcel machine. Then enter the return code received by SMS or e-mail.

If you ordered the goods with a Venipak parcel machine

In the case of the Venipak parcel machine, we have a free return service, which means that you do not have to pay for it separately at the time of returning the goods.

In order to return the goods, you must contact them via e-mail [email protected] and we will send a return code, then you must pack it properly and take it to the same parcel machine from which you received the parcel. You have to select "Return package" from the menu at the parcel machine.

If you ordered the goods by courier

To return the goods, please contact us via e-mail [email protected] and we will find the most suitable solution.

Decrease in product value

In case of deterioration of the goods to be returned, the buyer is responsible for the decrease in value due to the use of the goods, if he has used the goods in a way other than what is necessary to make sure of its nature, properties and functioning. In order to make sure of the nature, characteristics and functioning of the goods, the buyer can handle and use them only as he is normally allowed to do in the store. Among other things, the value of the goods is also considered to have decreased if the packaging of the product is damaged.

hotlips.ee is not responsible for product defects that have occurred:

• due to use not in accordance with the instructions and/or recommendations
• due to storage by the Buyer not in accordance with the instructions and/or recommendations
• due to damage caused intentionally or unintentionally by the customer

Refund

The money for the returned goods will be reimbursed to the Customer immediately, but no later than 14 days after receiving the withdrawal request.

The refund is made to the same current account from which the purchase was paid.

If the buyer has explicitly chosen a delivery method other than the cheapest usual delivery method offered by the Online Store, the Online Store does not have to refund the cost to the consumer that exceeds the cost associated with the usual delivery method.

Dispute and other terms

In the event that the Buyer does not agree with the decrease in value shown in the offsetting notice, the Buyer has the right to engage an independent expert to determine the decrease in value of the product. The costs related to the expertise are divided in half between the Buyer and HOTLIPS, except in case one party's position turns out to be unfounded. In such a case, the costs related to the expertise shall be borne by the party whose position was apparently unfounded.

The customer can turn to the Consumer Complaints Committee of the Consumer Protection Board, whose competence is to resolve disputes arising from the contract if the cost of the goods in dispute is over €20 (review of the complaint by the committee is free of charge).