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Terms of use

TERMS OF USE

AS RAHVA RAAMAT

Registration code 10421903,

Address: Peterburi tee, 92e, 11415, Tallinn

Telephone: (+372) 618 0019

Email: epood@rahvaraamat.ee

General terms of placing orders

General terms of placing orders apply to the legal relations created in the process of ordering books and other products (hereinafter – the Product or the Products) available on Rahva Raamat AS website (hereinafter – Rahva Raamat) at www.rahvaraamat.ee (hereinafter – the Website) and in Rahva Raamat mobile application (hereinafter – the Application) using the Internet environment for placing orders (hereinafter – the Online Store).

Besides these general terms of use, relations between the Customer and Rahva Raamat also shall be regulated by legal regulations of the Republic of Estonia, the procedure for processing personal data of Rahva Raamat customers (Privacy) (available at https://www.rahvaraamat.ee/t/privaatsus/et), the pricelist for the Products in the Online Store and established good custom.

These general terms of use, the procedure for processing personal data of customers, as well as the pricelist for the Products in the Online Store are also available in the Application of Rahva Raamat.

1. Ordering Products

1.1 To be able to order Products, the Customer shall register as a user of Rahva Raamat online environment (hereinafter – the Online Environment).

1.2 The Customer shall select suitable Product(s), indicate the amount of each Product as well as the methods of payment and delivery of the Product(s). Before the final confirmation of the order the Customer can review and change the order. After that the Customer confirms the order. Orders can be placed in Estonian, Russian and English languages.

1.3 Prices of all Products in the Online Store contain VAT.

1.4 The price of delivery is added to the price of selected Products in accordance with the delivery method selected by the Customer.

1.5 The order confirmed by the Customer can be paid for with the Internet bank link or a bank card in the parcel terminal having selected “Cash on delivery in Omniva parcel terminal” as the delivery method. Products with delivery time of 20 business days cannot be paid for using this option.

1.6 The contract between the Customer and Rahva Raamat is considered to be concluded after the order is confirmed by the Customer and the order confirmation is sent by email by Rahva Raamat.

1.7 The order is considered valid after the Products are shipped to the Customer by Rahva Raamat.

2. Delivery of the Products

2.1 Rahva Raamat delivers the Products to the Customer in accordance with the method selected by the Customer when placing the order: in Omniva parcel terminal, in SmartPOST parcel terminal, in a post office of Eesti Post, with courier or pickup in Rahva Raamat store.

2.2 The Customer selects the delivery method when placing the order. The price of delivery is indicated in the pricelist that is available to the Customer when placing the order.

2.3 Time of delivery of the Products:

2.3.1 The Products are delivered to the Customer within the time indicated in the Online Store. The time of delivery indicated in the Online Store shall be valid only where the Products are delivered within the territory of the Republic of Estonia. See, section 2.6 with regard to delivery abroad.

2.3.2 The Products with the time of delivery of 4 weeks shall be delivered to the Customer within 20 business days.

2.3.3 If the order includes any Products with the time of delivery of 2-4 weeks, all the Products shall be delivered to the Customer in a single parcel keeping in mind the longest time of delivery of the Products in the parcel.

2.3.4 The next business day delivery is applicable where all of the following conditions are complied with:

2.3.4.1 the Products are marked with the “Next business day delivery” label and have the next business day’s date indicated;

2.3.4.2 the order was placed before 15:00 on a business day;

2.3.4.3 the Products are to be delivered within territory of the Republic of Estonia.

2.3.5 Express delivery is applicable where all of the following conditions are complied with:

2.3.5.1 the Products are marked with the “Express delivery” label;

2.3.5.3 Omniva or SmartPOST parcel terminals connected to the express delivery network of the respective service provider are selected as the delivery method.

2.3.5.3.1 SmartPOST express delivery service can be selected from Monday to Friday from 0:00 until 11:00 (except for Mondays) and from 15:00 until 23:59 (except for Fridays). Customers will be informed about possible difference on the Website.

2.3.5.3.2 Omniva express delivery service can be selected from Monday to Friday from 0:00 until 11:00 (except for Mondays) and from 15:00 until 23:59 (except for Fridays). Customers will be informed about possible difference on the Website.

2.4 Free delivery of the Products

2.4.1 Rahva Raamat delivers ordered Products to the Customer for free, where:

2.4.1.1 the price of the ordered Products exceeds € 25 and the Customer selected a parcel terminal as the method of delivery (except for the cash on delivery option), or

2.4.1.2 the price of the ordered Products exceeds € 50 and the Customer selected a post office or courier as the method of delivery, or

2.4.1.3 the Customer selected pickup in Rahva Raamat store as the method of delivery.

2.5 Methods of delivery of the Products

2.5.1 Omniva delivers the Product(s) to the parcel terminal within territory of the Republic of Estonia selected by the Customer as follows:

- On the next business day, where the order was placed before 15:00 on a business day and contains only books in the Estonian language.

- Where only books in the Estonian language are ordered after 15:00 the order will be delivered to Omniva parcel terminal on the business day following the next one.

- Where express delivery is ordered before 11:00 and only contains books in the Estonian language, the order will be delivered to Omniva parcel terminal on the same business day.

- Where express delivery is ordered before 15:00 and only contains books in the Estonian language, the order will be delivered to Omniva parcel terminal on the next business day.

- In other cases the time of delivery shall be up to 7 business days (except for situations, where the parcel contains books in the English language ordered from abroad or the parcel is being sent abroad). After delivery of the order to the parcel terminal notifications indicating the parcel terminal’s address, its time of work and the personal code for opening the terminal’s door is sent to the Customer’s email address and mobile phone. When the code is entered using the terminal’s touchscreen (where necessary after making card payment), the terminal’s door opens and the Customer can take the parcel. Parcels are stored in Omniva terminals for 7 calendar days from the moment of sending the respective notifications to the Customer’s email address and mobile phone. Upon expiration of 7 days Omniva returns the parcel to Rahva Raamat. In such a case Rahva Raamat once again contacts the Customer regarding delivery of the parcel and performance of the order. Where no agreement with the Customer can be reached and the Customer cannot be contacted the order is cancelled, Rahva Raamat withholds 4 euros for administration of the order and the rest of the paid sum is refunded to the Customer’s current account.

2.5.2 SmartPOST delivers the Product(s) to the parcel terminal within territory of the Republic of Estonia selected by the Customer as follows:

- On the next business day, where the order was placed before 15:00 on a business day and contains only books in the Estonian language.

- Where only books in the Estonian language are ordered after 15:00 the order will be delivered to SmartPOST parcel terminal on the business day following the next one.

- Where express delivery is ordered before 11:00 and only contains books in the Estonian language, the order will be delivered to SmartPOST parcel terminal on the same business day.

- Where express delivery is ordered before 15:00 and only contains books in the Estonian language, the order will be delivered to SmartPOST parcel terminal on the next business day.

- In other cases the time of delivery shall be up to 7 business days (except for situations, where the parcel contains books in the English language ordered from abroad or the parcel is being sent abroad).

After delivery of the order to the parcel terminal notifications indicating the parcel terminal’s address, its time of work and the personal code for opening the terminal’s door is sent to the Customer’s email address and mobile phone. When the code is entered using the terminal’s touchscreen (where necessary after making card payment), the terminal’s door opens and the Customer can take the parcel. Parcels are stored with no charge in SmartPOST terminals for 7 calendar days from the moment of sending the respective notifications to the Customer’s email address and mobile phone. 2 additional reminder messages are sent out with regard to uncollected parcels. If the Customer fails to collect the parcel within 7 calendar days, the order is cancelled, Rahva Raamat withholds 4 euros for administration of the order and the rest of the paid sum is refunded to the Customer’s current account.

2.5.3 The parcel is delivered to a post office of Eesti Post within territory of the Republic of Estonia on the next business day, where the order was placed before 15:00 on a business day and contains only books in the Estonian language. Where only books in the Estonian language are ordered after 15:00 the order will be delivered to the selected post office on the business day following the next one. In other cases the time of delivery shall be up to 7 business days (except for situations, where the parcel contains books in the English language ordered from abroad or the parcel is being sent abroad). After the order is delivered to the selected post office, a short message indicating the post office’s address and its time of work is sent to the Customer’s mobile phone. The parcel is stored in the post office for 15 calendar days. Upon expiration of 15 days Eesti Post returns the parcel to Rahva Raamat. Storage fee is charged only where the Customer asked to keep the parcel for more than 15 days. Where the Customer fails to collect the parcel or asks to extend the storage period, the order is cancelled, Rahva Raamat withholds 4 euros for administration of the order and the rest of the paid sum is refunded to the Customer’s current account.

2.5.4 Omniva courier delivers the Products to the indicated address on the next business day. Omniva will contact the Customer in advance to agree upon the suitable time of delivery. Where delivery in the agreed time is not possible the Customer will be contacted by telephone. Where the courier is unable to contact you on the telephone, the courier will leave the message in your mailbox and you will be able to pick up the order in the nearby post office. To avoid it, please indicate your telephone number in your user preferences so that the courier is able to agree the delivery in advance. Where the Customer fails to collect the parcel within 15 calendar days or ask to extend the storage period, the order is cancelled, Rahva Raamat withholds 4 euros for administration of the order and the rest of the paid sum is refunded to your current account.

2.5.5 The order is delivered to Rahva Raamat store of the Customer’s choice where the order was placed before 15:00 on a business day and contains only books in the Estonian language. Where only books in the Estonian language are ordered after 15:00 the order will be delivered on the business day following the next one. In other cases the time of delivery shall be up to 7 business days (except for situations, where the parcel contains books in the English language ordered from abroad or the parcel is being sent abroad). After the order is delivered to the selected store, an email notification is sent to the Customer’s email address. The Customer can receive the order within the next 14 calendar days by showing his/her personal ID document. Where within 14 calendar days the Customer fails to pick up the order, the order is cancelled and Rahva Raamat withholds 4 euros for administration of the order.

2.6 Delivery outside the territory of the Republic of Estonia

2.6.1 Rahva Raamat offers an option to order books from abroad of the Republic of Estonia. In order to place an order abroad add the goods to the cart, select “Delivery abroad” as the delivery method, enter the delivery address and select the country of delivery from the list of countries. Depending on the country of delivery performance of the order may take from 7 to 30 business days.

2.6.2 The price of delivery outside the territory of the Republic of Estonia is indicated in the pricelist that is available to the Customer when placing the order.

2.6.3 Where Rahva Raamat is unable to deliver the order to the Customer due to the reasons related to the Customer the order is cancelled, Rahva Raamat withholds the sum of expenses for the return of the order and the rest of the paid sum is refunded to your current account.

3. The Customer’s right to cancel the order

3.1 A consumer Customer (hereinafter – the Consumer) has the right to cancel the order of the Products without providing a reason from the moment of placing the order and within 14 calendar days after receipt of the Products.

3.2 To cancel the order the Consumer shall submit to Rahva Raamat the written application, send it by email, verbally cancel the order in a store or use the order cancellation form available on the Website.

3.3 In the written cancellation application the Consumer shall indicate the number of the bank account for transfer of the sum to be returned along with the name of the holder of such account. Rahva Raamat returns money in cash only where the Consumer cancels the order by visiting a store and in case of clearly expressed approval of the Consumer.

3.4 Where the Consumer cancels the order, the Consumer shall return unused and undamaged Products without delay, but not later than within 14 calendar days from the moment of submission of the cancellation application. The Consumer has the right to return the Products to Rahva Raamat stores or sent them by post to Rahva Raamat AS, Peterburi tee 92e, 11415 Tallinn. The Consumer shall cover expenses in connection with return of the products.

3.6 Rahva Raamat returns to the Consumer the sum paid for the Products along with delivery fee in the amount equal to the sum paid by the Consumer, but not exceeding the price of the least expensive method of delivery to the particular region. Where the Consumer returns only a part of the ordered Products, Rahva Raamat compensates delivery expenses proportionally to the number of ordered Products. Rahva Raamat returns the money within 14 calendar days from the moment of receipt of the cancellation application, but not earlier than within 3 days after receipt of the Products from the Consumer. Rahva Raamat shall in full compensate to the Consumer expenses in connection with sending the Products, where the return was caused by the Products being faulty.

3.7 Where the Products returned by the Consumer have been used, Rahva Raamat has the right to demand compensation of damage up to the sum equal to the selling price of the Products, depending on the degree of depreciation of the Products. The indicated sum is deducted from the sum to be refunded to the Consumer.

3.8 Digital Products (including e-books) cannot be returned.

4. Registration procedure

4.1 In order to become a loyal customer of Rahva Raamat, the Customer should register in the Online Environment at www.rahvaraamat.ee. It is also possible to log into the Online Environment with a Facebook account.

4.2 After registration as a loyal customer the Customer has the right for loyal customer discounts in accordance with Rahva Raamat loyalty program.

4.3 It is necessary to fill in all fields of the questionnaire to register.

4.4 After registration Rahva Raamat sends to the email address indicated by the Customer a message with instructions on the account activation.

4.5 After account activation the Customer can log into the Online Environment of Rahva Raamat under his/her username and place orders for the Products.

5. Rights of the Customer

5.1 The Customer has the right to order the Products at the price and upon the conditions set out in the Online Store of Rahva Raamat.

5.2 The Products sent to the Customer shall be complete and of proper quality and shall correspond to the conditions set out by Rahva Raamat.

5.3 The Customer has the right to submit claims with regard to order of the Products and the Products proper to Rahva Raamat by post to Ehitajate tee 110, Tallinn or by email to epood@rahvaraamat.ee within 2 years from the moment of receipt of the Products. With regard to deficiencies of the Products that manifest within six months from the moment of transfer of the Products to the Customer, it is presumed that such deficiencies were present in the Products at the time of transfer if such presumption does not contradict the nature of the Products or deficiencies. The Customer shall inform Rahva Raamat about failure of the Products to comply with provisions of the contract within two months from the moment the Customer became aware about such incompliance. Faulty Products are replaced with similar ones, except for situation, where the respective Products are no longer available for sale. Where the respective Products are no longer available for sale, upon discretion of the Customer the Products are replaced with other Products or the sales contract is terminated and the price of the Products is returned to the Customer.

5.4 The Customer has the right to cancel an order in accordance with provisions of Section 3.

5.5 Where the Products fail to comply with provisions of the contract, the Customer has the right to use means of legal protection provided by law.

6. Obligations of the Customer

6.1 Upon placing an order the Customer shall indicate the information required for processing the order: name and surname, exact postal address (street, house number, apartment number, postal code, city or village and county), contact telephone number and (where possible) email address.

6.2 Where the Customer and the Receiver of the Products are different persons, the information set out in Section 6.1 shall be provided by the Customer.

6.3 Where the information provided by the Customer is inaccurate and/or incomplete and fails to correspond with provisions of Section 6.1, Rahva Raamat does not guarantee timely delivery. Rahva Raamat will attempt to contact the Customer to specify inaccurate or incomplete information.

6.4 By placing an order the Customer confirms that he/she agrees with these General terms of placing orders and undertakes to comply with them.

7. Rights of Rahva Raamat

7.1 Rahva Raamat has the right to introduce changes to these General terms of placing orders without prior notification by publishing the new terms in the Online Environment.

7.2 Rahva Raamat has the right to change the pricelist of the Online Store at any time without prior notification by publishing the new pricelist in the Online Environment.

7.3 Rahva Raamat has the right to refuse to accept or perform an order, where (included, but not limited to) the pricelist mistakenly indicates a wrong price.

7.4 Rahva Raamat does not guarantee that descriptions of books prepared by publishers correspond to opinions of Customers with regard to content of the books.

7.5 Where the Customer fails to comply with obligations undertaken in accordance with these general terms, Rahva Raamat does not guarantee processing the order and/or timely delivery of the Products.

7.6 Where the Customer fails to accurately perform his/her payment obligations, Rahva Raamat has the right to publish details of the Customer in the register of payment violations.

8. Obligations of Rahva Raamat

8.1 The Product(s) deliver to the Customer by Rahva Raamat shall be complete and of proper quality.

8.2 Rahva Raamat shall accept and document all claims of the Customer.

8.3 Rahva Raamat shall review claims of the Customer within 7 business days, where the reasons for such claims are not caused by the Customer. Otherwise the Customer shall eliminate the reasons for claims.

8.4 Rahva Raamat shall replace faulty Products. Rahva Raamat shall only be responsible for manufacturing faults and other damage that were present at the time of transfer of the Products to the Customer.

8.5. Any disputes between the parties shall be settled by negotiations. Where the parties fail to reach an agreement and the Customer insists on review of his/her claim, the Customer has the right to:

- turn to the Consumer Disputes Commission of the Consumer Protection Board by turning to Rahukohtu 2, Tallinn 10130 or to website www.komisjon.ee. The Commission has jurisdiction to regulate disputes in connection with contracts between consumers and companies that the parties are not able to settle by negotiations. Resolution of disputes in the Commission is free of charge for the parties;

- settle disputes using the Online Dispute Resolution Platform (ODR) at http://ec.europa.eu/consumers/odr/. ODR is primarily (but not exclusively) designed for settlement of cross-border disputes and allows consumers to easily find an authority for extrajudicial settlement in another EU country;

- turn to the court of law.

If you have questions, please call the customer support line (+372) 618 0019 (from 9:00 until 17:00 on business days) or send an email to epood@rahvaraamat.ee.

Rahva Raamat AS

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