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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 customs.

These general terms of use, the procedure for processing customer’s personal data, as well as the pricelist for the Products in the Online Store are available on the homepage of Rahva Raamat Online Store and in the Application.

1. Ordering

1.1 The Customer does not need to register as a user of Rahva Raamat Online Store to be able to order Products.

1.2 The Customer can 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 reviewing the order, the Customer confirms the order. Orders can be placed either in Estonian, Russian or English.

1.3 All the prices of the 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 with a bank card in the parcel terminal, previously 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 “cash on delivery” 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

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

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

2.3 Delivery Time

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 is only valid when 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 delivery time of 4 weeks shall be delivered to the Customer within 20 business days.

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

2.3.4 The next business day delivery is applicable when 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 is placed before 14:00 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 when all of the following conditions are complied with:

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

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

2.3.5.2.1 SmartPOST express delivery service can be selected on business days from Tuesday to Friday from 00:00 until 11:00 and from 15:00 until 23:59 (except for Fridays). Customers will be informed about possible differences on the Website.

2.3.5.2.2 Omniva express delivery service can be selected on business days from Monday to Friday from 00:00 until 11:00 and from 15:00 until 23:59. Customers will be informed about possible differences on the Website.

2.4 Free Delivery

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

2.4.1.1 The price of the ordered Products exceeds € 29 and the Customer selects a parcel terminal as the delivery method (except for the “cash on delivery” option).

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

2.4.1.3 The Customer selected pick up fromRahva Raamat retail store as the delivery method.

2.5 Delivery Methods

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

- On next business day if the order is placed before 14:00 on a business day.

- If the order is placed after 14:00, the order will be delivered to the parcel terminals on the next business day after tomorrow.

- If express delivery is ordered before 11:00 on business day, the order will be delivered to Omniva parcel terminal on the same business day.

- If express delivery is ordered after 14:00 on business day, the order will be delivered to Omniva parcel terminal on 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 English orderedfrom abroad or the parcel is being sent abroad).

After the order has arrived to the parcel terminal, notifications indicating the parcel terminal’s address, its opening hours 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 without additional fee in Omniva terminals for 7 calendar days, starting from the moment when respective notifications to the Customer’s email address and mobile phone are sent. Upon expiration of 7 days Omniva returns the parcel to Rahva Raamat. In this case, Rahva Raamat contacts the Customer again regarding the delivery of the parcel and the status of the order. If no agreement with the Customer can be reached and the Customer cannot be contacted, the order is cancelled and 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 next business day if the order is placed before 14:00 on a business day.

- If the order is placed after 14:00, the order will be delivered to the parcel terminals on the next business day after tomorrow.

- If express delivery is ordered before 11:00 on business day, the order will be delivered to SmartPOST parcel terminal on the same business day.

- If express delivery is ordered after 14:00 on business day, 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 English ordered from abroad or the parcel is being sent abroad).

After the order has arrived to the parcel terminal, notifications indicating the parcel terminal’s address, its opening hours 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, the terminal’s door opens and the Customer can take the parcel. Parcels are stored without additional fee in SmartPOST terminals for 7 calendar days, starting from the moment when respective notifications to the Customer’s email address and mobile phone are sent. 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 and 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 next business day if the order is placed before 14:00 on a business day and only contains books in Estonian. If only books in Estonian are ordered after 14:00, 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 English 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 opening hours 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 if the Customer asked to keep the parcel for more than 15 days. If the Customer fails to collect the parcel, the order is cancelled and 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. If the courier is unable to contact the Customer by phone, the courier will leave a letter message in the Customer’s mailbox and the Customer will be able to pick up the order in the nearby post office. If the Customer fails to collect the parcel within 15 calendar days or ask to extend the storage period, the order is cancelled and the paid sum is refunded to the Customer’s current account.

2.5.5 The order is delivered to Rahva Raamat retail store on next business day, if the order was placed before 14:00 on a business day. If the order is placed after 14:00, the order will be delivered on the business day following the next one. After the order is delivered to the selected retail 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. If the Customer fails to pick up the order within 14 calendar days, the order is cancelled and the paid sum is refunded to the Customer’s current account.

2.6 Delivery outside the territory of the Republic of Estonia

2.6.1 Rahva Raamat offers an option to deliver books outside of the Republic of Estonia. In order to place an order abroad, the Customer must add the Products 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, delivering 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 If 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 from the order and the rest of the paid sum is refunded to the Customer’s 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 receiving the Products.

3.2 If the Products returned by the Consumer are used or damaged in any other way that is needed to check the nature, features or functions of the Product, Rahva Raamat has the right to demand compensation 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.

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

3.4 In the written cancellation application the Consumer must indicate the bank account number and owner’s name for the transferring of the returned sum. Rahva Raamat returns money in cash only if the Consumer cancels the order in a retail store.

3.5 If 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 submitting the cancellation application. The Consumer has the right to return the Products to Rahva Raamat retail stores or send them by post to Rahva Raamat AS, Peterburi tee 92E, 11415 Tallinn. The Consumer shall cover the 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. If 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 receiving the cancellation application but not earlier than the Consumer has returned the Products or the Consumer has provided evidence that the Products have been returned.

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

4. Registration

4.1 In order to become a loyal customer of Rahva Raamat, the Customer must register in the Online Store at www.rahvaraamat.ee. It is also possible to log into the Online Store with a Facebook or Google 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 the fields of the questionnaire to register.

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

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

5. Customer’s Rights

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

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

5.3 The Customer has the right to submit claims in regard to order of the Products or Products themselves to Rahva Raamat by post to Peterburi tee 92E, 11415, Tallinn or by email to epood@rahvaraamat.ee within 2 years from the moment of receiving 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 must 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 situations, where the respective Products are no longer available for sale. If 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 If 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. Customer’s Obligations

6.1 Upon placing an order, the Customer must 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 phone and email address.

6.2 If the Customer and the Receiver of the Products are different persons, the information set out in Section 6.1 must 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 of the Products. If possible, 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 make changes to these General terms of placing orders without prior notification by publishing the new terms in the Online Store.

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 Store.

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

7.4 If 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.

7.5 If 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) delivered to the Customer by Rahva Raamat must be complete and of proper quality.

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

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

8.4 Rahva Raamat must replace faulty Products. Rahva Raamat is only responsible for the manufacturing faults and other damages that were present at the time of transferring the Products to the Customer.

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

8.5.1 Turn to the Consumer Disputes Commission of the Consumer Protection Board by turning to Pronksi 12, Tallinn 10117, email: info@tarbijakaitseamet.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. Applications can be submitted on: https://www.tarbijakaitseamet.ee/et/tarbijavaidluste-komisjon/esita-avaldus-komisjonile.

8.5.2 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;

8.5.3 Turn to the court of law.

In case of questions, please call the customer support line (+372) 671 3659 (from 9:00 until 17:00 on business days) or send an email to epood@rahvaraamat.ee.

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