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Returns & Warranty
Please read this carefully before using our website. This policy applies to all purchases made on puiduvennad.ee/shop
Last updated: 16.03.2026
1. Introduction
This page describes the return procedure, withdrawal rights, and warranty principles that apply to all purchases made on puiduvennad.ee/shop. By placing an order, you confirm that you understand and agree to these terms. All return and warranty conditions follow applicable Finnish consumer protection legislation. These terms apply to every product and service sold by Puiduvennad OÜ unless otherwise stated.
2. Right of Withdrawal
Customers have the right to withdraw from the purchase of standard, ready-made products within fourteen days from the date the product is received. This right applies only to products that are not custom-made, not manufactured to order, and not altered according to the customer’s requirements. For custom-made or made-to-order products, there is no withdrawal right. Once production has begun on such items, the order becomes binding and cannot be cancelled unless the product is found to be defective.
For eligible products, the customer must provide a clear written notice of withdrawal within the fourteen-day period. Returning a product without written notice does not constitute withdrawal. The product must be unused, unassembled, and in original condition. Any reduction of value due to handling, assembly attempts, or exposure to weather may reduce the refundable amount.
3. Conditions
Products returned under the withdrawal right must be unused, unassembled, and free from signs of installation or outdoor exposure. All components, accessories, and instructions must be included. Products must be packaged securely to prevent damage during transport.
Returns must be made from a location that is accessible for a 40-ton truck. If the original delivery required an alternative accessible location due to limited access, the customer must relocate the product to an accessible area for return pickup. Damage caused by inadequate packaging, unsafe loading, or exposure to outdoor conditions may reduce or void the refund.
4. Exceptions
Withdrawal rights do not apply to goods that are custom-made, produced to order, or modified according to the customer’s specifications. This includes products where measurements, designs, finishes, or other features were tailored specifically for the customer. Once production begins on such an order, it cannot be cancelled or returned for reasons unrelated to defects.
Products that have been assembled, installed, altered, used outdoors, or handled in a manner that prevents reselling are not eligible for withdrawal. Services that have been fully completed with the customer’s consent are also excluded from withdrawal rights.
5. Return Process
After submitting a valid withdrawal notice, the customer must return the product within a reasonable time. Unless the product is defective or incorrectly delivered, the customer is responsible for the cost of return shipping. Products must be returned from a location accessible to a 40-ton truck. If the customer’s property cannot be accessed by heavy vehicles, the product must be moved to a suitable pickup location. The onloading of returned product must be arranged by the client.
Once the product is received, it will be inspected. Refunds may be reduced or refused if the product shows signs of use, installation, exposure to weather, or improper packaging during return transport.
6. Refund Processing
Refunds are issued using the same payment method used for the original purchase unless a different method is agreed upon. The refund is processed after the product has been inspected and approved. If the product does not meet return conditions, the refund may be reduced or declined. Refunds are processed within the time limits required by Finnish consumer protection law.
7. Warranty Coverage
Products sold on puiduvennad.ee include a warranty covering material and manufacturing defects. The warranty period may vary depending on the product category. Please refer to the warranty duration stated in product description. Warranty coverage applies only when the product has been stored, handled, installed, and maintained according to the provided instructions.
If a defect affects only one component of a multi-part product, the warranty remedy may be limited to replacing the defective component rather than the entire product. This applies to both standard and custom-made items, provided the defect is isolated and the remaining components are functional and undamaged.
Warranty coverage begins on the date of delivery.
8. Warranty Exclusions
The warranty does not cover natural characteristics of wood, such as minor cracks, knots, color variations, or dimensional movement caused by environmental changes. The warranty does not apply to damage caused by improper installation, insufficient maintenance, incorrect storage, misuse, or modifications made without approval.
Damage resulting from offloading performed by the customer or third parties is not covered by warranty. Warranty does not apply to damage caused by inadequate access for delivery, unsuitable terrain, weather exposure, or ground instability. Products that have been installed contrary to instructions or altered after delivery are excluded from warranty coverage.
9. Filing Warranty Claims
Customers must provide proof of purchase and clear photographs of the defect when submitting a warranty claim. Additional information may be requested to determine the cause of the issue. Warranty assessments consider installation quality, usage conditions, and compliance with care instructions.
If the claim is accepted, the remedy may include repair, replacement of the defective component, or another appropriate solution. Providing replacement parts or repairs does not extend or renew the original warranty period.
10. Delivery Access & Offloading
Large products are delivered using a 40-ton truck. The customer must ensure that the delivery address is safely accessible for heavy vehicles. If direct access is not possible, delivery will take place at the nearest accessible point agreed with the driver.
Offloading is the customer’s responsibility unless a separate unloading or installation service has been purchased. Offloading must be carried out safely and with appropriate equipment. Damage occurring during offloading, or damage resulting from limited access or unsafe conditions at the delivery location, does not qualify for a return or warranty claim.
11. Restrictions for Large Items
Returns of large products are possible only from locations accessible to a 40-ton truck. If access is limited or unsafe, the customer is responsible for relocating the product to a suitable pickup point. Products exposed to weather without proper protection may lose refund or warranty eligibility if damage results from improper storage.
For multi-component products, return and warranty remedies apply only to the defective component if the issue can be resolved without replacing the entire product.
12. Contact Information
Puiduvennad OÜ
Email: shop@puiduvennad.com
Phone: +372 520 4288
Website: puiduvennad.ee/shop