Return Policy

1. Seller

Jaegel OÜ (registry code: 14454118)
Email: tere@jaegel.ee
Phone: +372 5301 4425

2. Consumer vs. business customer

• A consumer is a natural person purchasing a product for a purpose unrelated to their trade, business or profession.
• A business customer is a legal entity (including a company or sole proprietorship) or a natural person purchasing a product for their trade, business or professional activity (for example, a farm or a construction company).

If an order is placed in a company's name, or an invoice is requested to a company, the business-customer terms apply unless agreed otherwise.

3. The consumer's 14-day right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), as implemented in Estonia by the Law of Obligations Act (VÕS § 56), a consumer has the right to withdraw from the contract without giving a reason within 14 calendar days of receiving the goods. To exercise this right, send us a clear statement (an email is sufficient) before the deadline expires.

Deadlines

• You must notify us of the withdrawal within 14 days of receiving the goods.
• The goods must be sent back within 14 days of notifying us of the withdrawal.

The customer pays the return shipping cost

The consumer bears the direct cost of returning the goods (transport, packaging) themselves. We do not reimburse these costs or arrange return transport at our expense, unless the product is defective or was sent in error on our part - in that case, see section 7 (Complaints and warranty).

Refunds

We refund all amounts paid (excluding any surcharge for a faster delivery method chosen above our standard option) within 14 days of receiving the returned goods or proof that they have been sent back, whichever is earlier. The refund is made to the same payment method used for the purchase.

Condition of the goods

You may examine the product to the same extent as would be possible in a physical shop, for example to check that it matches its description. If the product has been used beyond what is necessary to establish its nature, characteristics and functioning - for example, mounted on a machine and put to work - we are entitled to deduct the resulting reduction in value from the refund.

We recommend returning the product in its original packaging with all accessories and mounting hardware. Missing packaging or accessories that affect the product's resale value may also reduce the refund amount.

What the right of withdrawal does not cover

The right of withdrawal does not apply to goods made taking into account the buyer's personal needs or made to the consumer's specifications - for example, custom-cut dimensions, custom lengths, or special colours outside our standard range (VÕS § 53(4)(2)-(3)).

Used machinery

The same 14-day right of withdrawal applies to used machinery (for example, second-hand construction and agricultural machines) when the buyer is a consumer. As the item is already used, operating it beyond normal testing may reduce the refund in proportion to the resulting loss of value.

4. Returns from business customers

Business customers do not have a statutory right of withdrawal (the withdrawal provisions of the Law of Obligations Act apply only to consumer contracts). Returns from business customers are possible only under the terms set out in this section and subject to our prior written consent.

Prior agreement required

A business customer must notify us in writing (by email) of an intended return within 14 days of receiving the goods and must wait for our written confirmation before sending anything back. Goods sent back without prior agreement may be refused at the sender's expense.

Accepting a return is at our sole discretion. We are under no obligation to accept a return from a business customer unless the product is defective or was supplied in error.

Costs and handling fee

The business customer bears all costs associated with the return (transport in both directions, insurance, and any customs duties outside the EU). For accepted returns, we may apply a handling fee of up to 20% to cover inspection, testing and restocking.

Condition of the goods

The product must be unused, complete, in its original packaging and with all documentation. We may refuse to accept a return of a product that is used, installed, damaged or incomplete.

Non-returnable products

Custom-made or specially ordered products, used machinery, and products purchased at a promotional or discounted price are final sale for business customers and are not eligible for return, unless separately agreed in writing.

5. How to return a product

1. Email us at tere@jaegel.ee with your order number or invoice, the product code, and the reason for the return.
2. Wait for our reply and precise shipping instructions before sending the product, to avoid issues with the wrong address or billing.
3. Pack the product carefully so it is not damaged in transit. The buyer is responsible for any transport damage caused by inadequate packaging.
4. Once we receive and inspect the product, we will inform you of the outcome and arrange the refund, where applicable.

6. Defective products and warranty

This return policy does not limit a consumer's statutory right to a remedy for non-conforming goods, nor our seller's warranty (VÕS § 218 et seq.). If a product is faulty, arrived damaged in transit, or does not match what you ordered, contact us immediately - in that case, we cover the cost of the return.

7. Resolving disputes

For any complaint, please contact us first at tere@jaegel.ee. If no agreement is reached, a consumer may contact the Estonian Consumer Protection and Technical Regulatory Authority (www.ttja.ee) or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. This policy is governed by Estonian law; this does not deprive consumers of the protection afforded by the mandatory provisions of the law of the country in which they are resident.

8. Contact

If you have questions about this return policy, contact us:
tere@jaegel.ee | +372 5301 4425