Terms of Purchase

These terms explain how to place and pay for an order with Nori, receive your goods, withdraw from a purchase or report a problem. They apply to orders placed in the Nori online store.

Version dated 10.10.2026

1. Seller and buyer

The seller is Osaühing Nori teenindus (Nori teenindus OÜ), registration code 12181610, VAT number EE101561574. Registered address: Alvari tn 18-56, Tallinn 13627, Estonia.

Store and customer service address: Peterburi tee 2, T1 keskus, Tallinn 11415, Estonia. Email: info@nori.ee; telephone: +372 5672 7279. Current opening hours are shown on the contact page.

A consumer is an individual who purchases goods for purposes unrelated to their business or professional activity. Purchases made on behalf of a legal entity or in the course of business are not consumer purchases: the statutory 14-day right of withdrawal and consumer dispute resolution procedure do not apply to them. Rights relating to defects in the goods remain available under the applicable law and contract.

2. Products, prices and shelf life

The product page shows the description, pack quantity, price and availability. Consumer prices are shown in euros and include applicable taxes. Any additional price shown excluding VAT is for reference. Delivery charges and other applicable costs are displayed before you confirm your order; paid additional services require your consent.

Before purchasing, read the information on ingredients, allergens, storage and preparation. If information you need is missing or unclear, contact us before ordering. We are responsible for providing mandatory product information. When you receive the goods, check the label on the actual package; if it differs materially from the description, let us know.

“Kõlblik kuni / Use by” indicates the last date on which the product can be safely consumed. Do not consume it after that date. “Parim enne / Best before” indicates how long the product retains its best quality when stored as instructed. These labels have different meanings and do not replace the storage instructions.

If the product page states a specific date or special conditions of sale, these apply to the batch offered. A product past its best-before date may be sold only if it is safe, this fact is clearly disclosed in advance and you give separate, express consent to it when purchasing. Accepting the general terms alone is not sufficient. We do not sell products past their use-by date. Agreeing to the stated date does not limit your rights if the goods are unsafe or otherwise do not conform to the contract.

Photos help you identify a product; packaging designs may change. This does not entitle us to replace the ordered product, pack size or essential characteristics without your consent. A notification that an unavailable product is back in stock is neither an order nor a promise of a restocking date.

3. Placing an order

1. Select the products and quantities and add them to your basket.
2. Enter your contact details. For courier delivery, provide the delivery address; for a parcel locker, select the location. If necessary, enter separate billing details and company information.
3. Select the available delivery or collection and payment methods. You can correct your details, quantities and selected methods before confirming.
4. Check the items in your order, the total amount and these terms. Confirming your order creates an obligation to pay using your selected payment method.

You can place an order without an account. The buyer is responsible for the accuracy of the contact and address details entered. If you discover an error, let us know as soon as possible.

The contract of sale is concluded when Nori sends confirmation of the accepted order to the email address you provided, including the order contents and amount. A payment request alone does not mean that the order is ready for collection. The order confirmation and applicable version of these terms are provided by email in a form you can save. Keep them until your purchase is complete.

If you have not received confirmation, check your spam folder and contact us. Do not place the order again until the status of the first order has been clarified.

4. Payment

The payment methods available for your order are those shown at checkout:

• Bank link or other electronic payment: follow the instructions of your selected payment service and bank. Final confirmation of payment depends on the payment status received.
• Bank transfer / payment by invoice: transfer the stated amount using the bank details in the invoice or order confirmation, quoting the order number. You do not need to look for bank details on third-party pages.
• Card or cash on collection: available only for collection from the Nori store in T1, if this method is offered at checkout.

Orders sent to a parcel locker or delivered by courier must be paid for in advance unless otherwise separately agreed in writing. Payment by invoice means payment by bank transfer; deferred payment is available only by separate agreement.

Unless a different deadline is stated, an order requiring advance payment must be paid for within 7 calendar days of confirmation. We send a reminder before cancelling an unpaid order; the deadline can be extended by agreement. This rule does not apply to orders paid for on collection.

An interrupted or unsuccessful electronic payment does not in itself cancel the order. You can retry the payment or agree on another available method. If money has been debited but the status has not updated, contact us first to avoid paying twice.

5. Delivery and collection

We deliver to Estonia, Latvia, Lithuania and Finland using the methods available for the selected country and goods. Details, estimated transit times and restrictions are shown on the delivery page. The final method, cost and stated delivery time apply to your order.

We prepare your order after confirmation and, where advance payment is required, after receiving payment. We will notify you when it is ready for collection or has been handed over to the carrier. Collection is from the Nori store in T1, Peterburi tee 2, Tallinn. Wait for the notification that your order is ready and provide the order number when collecting.

The transit times shown on the delivery page start when the goods are handed over to the carrier and do not include order preparation time. Unless a shorter period has been agreed, we will deliver the goods to the consumer without undue delay and no later than 30 days after the contract is concluded. A longer period requires a separate agreement.

If goods are unavailable or a delay occurs, we will contact you. A substitution, partial fulfilment or extension of the delivery period requires your consent. If we cannot fulfil the order, we will refund payment for the undelivered goods and the corresponding portion of the delivery charge without undue delay, no later than 14 days after that part of the order is cancelled. Your statutory rights in the event of late delivery remain unaffected.

We do not send frozen or perishable products by standard parcel delivery. For these products, choose collection or agree on suitable delivery in advance. An indoor parcel locker does not maintain the cold chain. After receiving the products, follow the temperature and storage instructions on the packaging.

Collect your parcel within the period stated in the carrier’s notification. If you cannot receive it or collect your order from the store in time, contact us. Failure to collect does not in itself constitute notice of withdrawal from the contract. Any redelivery will be agreed separately; justified additional costs may be charged only in the circumstances permitted by law. The full amount paid is not automatically retained.

For a consumer purchase, the risk of accidental loss or damage passes to you when you or your nominated recipient actually receives the goods, rather than when they are handed over to the carrier selected through the store. Contact Nori about any delivery problems; we will arrange a resolution with the carrier.

6. Changing or cancelling an order

If you wish to change the products, address, delivery or collection method, or payment method, contact us by email or telephone as soon as possible with your order number and the requested change. We will check whether the change can be made before the order is prepared or dispatched and agree on the new amount and timing. Changes take effect after our confirmation.

You can request cancellation before dispatch or collection. If a statutory right of withdrawal applies, you do not need separate permission from Nori to exercise it. For goods to which that right does not apply, voluntary cancellation will be agreed taking into account any order preparation or special preparation already completed. After dispatch, the withdrawal and return rules below apply.

7. Withdrawing from a purchase within 14 days

A consumer may withdraw from a distance purchase without giving a reason within 14 calendar days after the goods are received by the consumer or their nominated recipient, other than the carrier. If goods from a single order are delivered separately, the period starts on receipt of the last item. Collection from the store does not remove this right if the contract was concluded online.

Exceptions relevant to our product range:

• goods that, by their nature, are liable to deteriorate rapidly or have a short shelf life;
• sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the protective seal has been broken after receipt;
• goods made to the buyer’s individual specifications, or goods that have become inseparably mixed with other goods after receipt, where the relevant exception is provided for by law.

Simply being food, frozen goods or discounted goods does not automatically exclude a product from returns. For example, the right of withdrawal usually remains available for unopened rice, dried pasta or other products with a long shelf life. Whether an exception applies depends on the particular product. We inform you before purchase of any exception or conditions under which the right may be lost.

To withdraw, send an unequivocal statement within this period to info@nori.ee or in writing to the customer service address in section 1. Include your name, order number or other details identifying the order, and the goods from whose purchase you wish to withdraw. You do not need to give a reason, attach photos or wait for prior approval. You may use the sample below, but it is optional. It is sufficient to send your statement before the period expires.

These exceptions concern withdrawal from a purchase of goods that are of satisfactory quality. They do not remove your rights if the goods are damaged, unsafe, do not match your order or have another defect.

8. Returns and refunds

After giving notice of withdrawal, send or hand the goods back without undue delay and no later than 14 calendar days after your notice. It is sufficient to dispatch the goods before that period expires. We accept returns at the Nori store: Peterburi tee 2, T1 keskus, Tallinn 11415, Estonia, recipient Nori teenindus OÜ. For a shipment, provide telephone number +372 56727279 and your order number. If you need to use a parcel locker or another method, agree on the return method in advance; this is not a condition for the validity of your withdrawal notice.

When withdrawing from a purchase of goods that are of satisfactory quality, the buyer pays the direct cost of returning them. For goods that cannot normally be returned by post, we inform you in advance of the return cost or a reasonable estimate. In the event of an error by Nori, damage or a justified complaint, Nori pays the necessary return costs.

Return the goods with their accessories and package them for safe transport. Keeping the original packaging is recommended; its absence does not in itself remove your right of withdrawal. You may inspect the goods to the extent necessary to establish their characteristics. If you handle them beyond that extent, any proven reduction in value may be taken into account. The separate exception for a broken protective seal applies only in the cases set out in section 7.

We refund the payments received without undue delay and no later than 14 calendar days after receiving your withdrawal notice. If you withdraw from the entire order, we also refund the original delivery charge up to the cost of the least expensive standard delivery method offered for your order. Any extra charge for a more expensive delivery method you selected is not refunded. If you return part of an order, we do not refund delivery charges that would have been the same for the goods you keep.

We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first. This does not apply if we have offered to collect the goods ourselves. We refund using the same payment method unless you have expressly agreed to another method; we do not charge an additional refund fee. If you paid in cash, we will agree on the refund method with you.

9. Damage, errors and complaints

Where possible, check your order on receipt. If packaging is damaged, goods are missing or incorrect, temperature requirements have not been met or you have doubts about safety, email info@nori.ee as soon as possible. Do not consume a product if you have doubts about its safety.

Provide your order number or other proof of purchase, the product, a description of the problem and your preferred solution. Photos of the packaging, label, batch details and damage help us assess the issue, but are not a mandatory condition for considering your complaint. Where possible, keep the goods and packaging, following the storage instructions, until we agree on inspection or disposal.

For a consumer purchase, Nori is liable for any lack of conformity with the contract that existed when the goods were delivered and becomes apparent within two years of delivery. You must notify us of a defect no later than two months after discovering it. If a defect becomes apparent within the first year, it is presumed to have existed on delivery unless this is incompatible with the nature of the goods or the defect.

For food products, this does not mean a two-year period of freshness or storage. The assessment takes into account the type of product, the agreed shelf life and the storage conditions. The expiry of the product’s shelf life does not in itself remove liability for a defect that existed on delivery. It is best to report a food product problem immediately; failing to follow this recommendation to contact us promptly does not remove your statutory rights.

We respond to a consumer’s written complaint within 15 days. If we cannot resolve it within that period, we will explain the reason in writing and state a new reasonable deadline. Depending on the circumstances and the conditions provided for by law, the remedies may include replacement or remedying the defect, a price reduction, or termination of the contract and a refund. Nori bears the necessary costs of remedying a lack of conformity.

We are not liable for defects caused solely by incorrect storage, preparation or use after delivery of the goods. This does not limit our liability for problems arising before receipt, including delivery arranged through Nori.

10. Personal data

We use your data to process and fulfil your order, handle payment and delivery, communicate with you and meet our legal obligations. Details are provided in the privacy policy and cookie policy. Accepting these terms does not constitute consent to marketing emails or optional analytics: these are subject to a separate choice.

11. Disputes and changes to these terms

Contact Nori first; we will try to find a solution. If a consumer dispute remains unresolved, you may contact Tarbijavaidluste komisjon — the Consumer Disputes Committee. Consumer dispute proceedings are free of charge; detailed conditions and the application procedure are published on the TTJA website. For a cross-border dispute within the EU, you can obtain assistance from the European Consumer Centre in your country of residence. You retain the right to bring a claim before a competent court.

The contract is governed by Estonian law. This choice does not deprive a consumer of the mandatory protection provided by the law of their country of habitual residence where it applies to the purchase. These terms do not limit consumers’ statutory rights.

The version of these terms provided when the contract is concluded applies to the order. Later changes apply to new orders and do not change an existing contract without a corresponding agreement. The terms are available in Estonian, Russian and English; the translations must have the same meaning. In the event of a discrepancy, mandatory consumer rights and the agreed terms of the particular order remain unaffected.