Returns and complaints

This page explains how to withdraw from an online purchase and how to make a complaint about damaged, incorrect or defective goods. The seller is Nori Teenindus OÜ, registration code 12181610.

1. If you change your mind

Consumers have the right to withdraw from a contract concluded in the online store without giving a reason within 14 calendar days of receiving the goods, subject to the exceptions provided by law. If goods from the same order are delivered separately, the period starts when you receive the last item. You may also give notice of withdrawal before receiving your order.

Tell us about your decision by emailing info@nori.ee or sending an unequivocal statement by another means. Include your name, order number or other details that identify the order, and contact details for our reply. If you are withdrawing from only part of an order, list the items and quantities. You do not need to explain your reason, provide photographs or wait for the store's permission to give notice of withdrawal. To meet the deadline, it is enough to send your notice before the period expires.

Withdrawal from a contract and a complaint about a defect are separate procedures. The exceptions to the right to change your mind listed below do not remove your right to make a complaint.

2. Special rules for food products

• Shelf-stable foods: rice, dried noodles, sealed sauces and other products are not excluded from returns simply because they are food. The right of withdrawal applies unless a statutory exception applies to the particular product.
• Goods that deteriorate or expire rapidly: the 14-day right of withdrawal without giving a reason does not apply to these goods. For chilled and frozen foods, the characteristics and shelf life of the particular product are taken into account; the category name alone does not establish an exception.
• Sealed goods that have been opened: the right of withdrawal ends when the protective seal is opened if the goods are genuinely unsuitable for return for health protection or hygiene reasons. Opening the outer shipping box alone does not remove the right of withdrawal.

3. How to return the goods

After giving notice of withdrawal, send or hand back the goods without undue delay, no later than 14 calendar days after giving notice. It is enough to dispatch the parcel within this period; keep proof of dispatch.

You can return the goods to the Nori store at T1 Keskus, Peterburi tee 2, 11415 Tallinn, Estonia, ground floor. To return them by parcel, contact us to confirm the shipping method and recipient details. Discussing delivery is not a condition for a valid withdrawal and does not change the deadline for giving notice.

Follow the storage conditions stated on the product and pack it so that it will not be damaged in transit. Keep the original packaging and labels where possible. For ordinary non-food goods, a return will not automatically be refused simply because the original packaging is missing or has been opened. If handling the goods goes beyond the inspection allowed in an ordinary shop, the buyer is responsible for any proven reduction in their value.

The buyer bears the direct cost of return shipping when withdrawing without giving a reason, provided this obligation was disclosed before the purchase. If it was not disclosed, Nori bears the cost. For a justified complaint about a defect or an error by the store, Nori bears the necessary return costs.

4. When you will receive your refund

If you lawfully withdraw from the entire contract, we refund the payments received, including the cost of the least expensive standard delivery option offered for that order, without undue delay, no later than 14 days after receiving your notice. Any extra cost for a more expensive delivery option you selected will not be refunded.

We may withhold the refund until we receive the goods or proof that you have sent them back, whichever is earlier, unless we have offered to collect the goods ourselves. We will refund you using the same payment method you used, unless you have expressly agreed to another method; no refund fee will be charged.

5. If the goods are damaged, spoiled or do not match your order

Email info@nori.ee. Provide your order details or other proof of purchase, identify the product, describe the problem and tell us your preferred solution. If possible, attach photographs of the product, packaging, expiry date and batch number: these help us investigate more quickly. The absence of a photograph alone does not remove your right to make a complaint.

For food products, it is particularly helpful to contact us as soon as you discover a problem. Do not consume a product if you have doubts about its safety; where possible, keep the product and its labels while following the storage conditions. Contact us before sending back spoiled goods. Opened packaging and the perishable nature of a product do not remove your right to complain about a defect.

Under Estonian law, the seller is responsible for a lack of conformity that existed when the goods were delivered and becomes apparent within two years. You should report a defect as soon as possible, and no later than two months after discovering it. This does not mean that food products have a two-year shelf life: their expiry date, the nature of the defect and compliance with storage conditions are taken into account. A defect that becomes apparent within the first year is generally presumed to have existed at delivery, unless this is incompatible with the nature of the goods or the defect.

The buyer may request a free repair or replacement, provided the chosen remedy is possible and proportionate. In the cases provided by law, a price reduction or withdrawal from the contract with a refund is available, including where the defect is serious. We respond to written complaints within 15 days. If the matter cannot be resolved within that time, we will explain the delay and give a reasonable new deadline.

6. In-store and business purchases

If the contract is concluded directly in the T1 store, there is no general statutory right to change your mind within 14 days. Complaints about defects are also accepted for these purchases. If the contract is concluded online, collecting or paying for the goods in the store does not, by itself, change the purchase's status as a distance contract. The consumer right of withdrawal does not apply to purchases for business purposes.

7. If a dispute remains unresolved

Contact Nori first. A consumer residing in Estonia may contact the Consumer Disputes Committee. For cross-border purchases, the European Consumer Centre in the consumer's country of residence can provide assistance. You also retain the right to go to court. These terms do not restrict mandatory consumer rights, including the protection provided by the applicable law of the consumer's country of habitual residence.

Contact: info@nori.ee, +372 5672 7279.