Returns and Refund Policy

14-day right of withdrawal

A consumer has the right to withdraw from a contract concluded through the online store without giving any reason within 14 days of receiving the goods.

If goods from the same order are delivered separately, the withdrawal period begins when the consumer receives the last item.

To exercise the right of withdrawal, the consumer must send a clear withdrawal notice to info@heatline.ee within 14 days. The notice should include:

• the purchaser's name;
• the order or invoice number;
• the name and quantity of the goods being returned;
• the date on which the goods were received;
• if possible, the reason for the return, although providing a reason is not mandatory.

Returning the goods

The goods must be sent back or handed over to Heatline OÜ without undue delay and no later than 14 days after submitting the withdrawal notice.

Return address:

Heatline OÜ
Sihi tn 44
11615 Tallinn
Estonia

Before sending the goods, please contact us at info@heatline.ee to arrange a suitable return method based on the size of the goods. If a parcel locker is used, we will provide the necessary return details. Cash-on-delivery shipments are not accepted.

Where possible, the goods should be returned in their original packaging and include all parts, accessories and documents supplied with the product. The absence of the original packaging does not remove the consumer's right of withdrawal. However, the goods must be properly packed to prevent damage during transportation.

Return shipping costs

The consumer is responsible for the direct cost of returning the goods, except where the reason for the return is an incorrect, damaged or defective product.

The cost of returning goods that can be sent as a standard parcel depends on the current price list of the shipping provider selected by the consumer.

The cost of returning large or heavy goods that cannot normally be returned as a standard parcel depends on the dimensions and weight of the goods and their location. The estimated return cost for such goods will be stated on the product page or communicated to the consumer before the order is confirmed. If the consumer has not been informed of these return costs in advance, Heatline OÜ will bear the direct cost of returning the goods.

Inspecting the goods and reduction in value

The consumer may inspect the product in the same way as would normally be permitted in a physical store.

If the product has been used more than necessary to establish its nature, characteristics and proper functioning, the consumer is responsible for any resulting reduction in its value. In such cases, Heatline OÜ may deduct the actual reduction in value from the refund and will provide a justification for the deduction.

Opening the packaging or carrying out a normal inspection of the product does not automatically remove the consumer's right of withdrawal.

Products excluded from the 14-day right of withdrawal

The right of withdrawal does not apply, among other things, to:

• goods made according to the consumer's individual specifications or special requests;
• heating cables, wires and other products cut to a length outside the standard product range according to the consumer's individual order, where those goods cannot normally be resold;
• products assembled or modified according to the consumer's individual requirements;
• sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been broken after delivery;
• other goods and services for which the law does not provide a right of withdrawal.

Selecting a size, length, power rating or colour from the standard product range does not automatically make the product a customised product.

The absence of a right of withdrawal does not restrict the consumer's right to submit a complaint if a customised or cut-to-length product is defective or does not correspond to the order.

Refunds

Heatline OÜ will refund all payments covered by the withdrawal without undue delay and no later than 14 days after receiving the withdrawal notice.

When the entire order is returned, the cost of the least expensive standard delivery method will also be refunded. If the consumer selected a more expensive delivery method, Heatline OÜ is not required to refund the additional cost.

Heatline OÜ may withhold the refund until the returned goods have been received or the consumer has provided evidence that the goods have been sent back.

Refunds will generally be made using the same payment method used for the original purchase unless otherwise agreed between the parties.

Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@heatline.ee or by telephone at +372 5303 3990.

An order for a standard product will be cancelled where possible before the goods are handed over to the shipping provider. It may not be possible to cancel an order for a customised or cut-to-length product if its production, assembly or cutting has already begun.

Incorrect, damaged or defective goods

If the goods arrive damaged, do not correspond to the order or have a defect, please notify us as soon as possible at info@heatline.ee. Where possible, include the order number, a description of the defect and photographs.

Heatline OÜ will bear the reasonable costs associated with returning, repairing or replacing defective goods. Consumers have the statutory right to submit a complaint regarding defects in the goods within two years of receiving them.

Dispute resolution

If the consumer and Heatline OÜ are unable to resolve a dispute by agreement, the consumer may submit an application to the Consumer Disputes Committee operating under the Estonian Consumer Protection and Technical Regulatory Authority: www.komisjon.ee.

Seller details

Heatline OÜ
Registration code: 14583123
VAT number: EE102127357
Address: Sihi tn 44, 11615 Tallinn, Estonia
Email: info@heatline.ee
Telephone: +372 5303 3990