Terms of Sale

Terms of Sale

The owner of the online shop www.penner.ee (hereinafter the Online Shop) is Penner OÜ (registry code 10912771), located at Võru 77, Tartu 50112, Estonia. E-mail info@penner.ee, phone +372 5866 4944.

1. Validity of the sales contract, product and price information

These Terms of Sale apply to the purchase of goods from the Online Shop.

The prices of products sold in the Online Shop are shown next to the products in euros and include VAT. A fee for delivery of the goods is added to the price.

The delivery fee depends on the buyer's location and the delivery method. The delivery fee is displayed to the buyer when placing the order.

Information about the goods is provided in the Online Shop directly next to the goods.

2. Placing an order and payment

To order goods, add the desired products to the shopping cart. To place the order, fill in the required data fields and choose a suitable delivery method. The amount payable is then displayed on the screen.

You can pay for the order:

• by bank payment from Estonian, Latvian, Lithuanian and Finnish banks;
• by Visa and Mastercard card payment;
• via Apple Pay and Google Pay.

When paying by bank payment, after completing the payment, click the “Return to merchant” button on the bank's page.

Bank payments are processed by Maksekeskus AS, and card payments, Apple Pay and Google Pay payments by Shopify Payments. Payments are made in a secure environment outside the Online Shop, and the Online Shop has no access to the buyer's bank and card details.

The contract enters into force upon receipt of the amount payable in the Online Shop's current account.

The controller of the buyer's personal data is Penner OÜ, which transfers the personal data necessary for making the payment to the payment service provider (Maksekeskus AS or Shopify Payments) acting as a processor.

If the ordered goods cannot be delivered because they are out of stock or for another reason, the buyer will be informed as soon as possible and all amounts paid (including delivery costs) will be refunded without delay, usually within 1–2 working days, but no later than 14 days from the notification.

3. Delivery

Goods are shipped to the following countries: Estonia, Latvia, Lithuania, Finland. Customers in other European countries are kindly asked to contact us by e-mail at info@penner.ee or by phone at +372 5866 4944 to clarify transport costs.

Delivery options: Smartpost parcel locker, DPD parcel locker, Smartpost courier and pickup from our shop in Tartu. The delivery methods available for a specific destination and their prices are shown when placing the order.

The shipping costs are borne by the buyer, and the relevant price information is displayed next to the shipping method.

Shipments within Estonia usually reach the destination specified by the buyer within 1–3 working days from the entry into force of the sales contract. Outside Estonia, delivery takes 3–21 calendar days.

In exceptional cases, we have the right to deliver the goods within up to 30 calendar days. If the Online Shop has informed the buyer on the website or in the order confirmation of delivery problems and a delivery period exceeding 30 calendar days, the period published by the Online Shop applies.

4. Right of withdrawal

After receiving the order, the buyer has the right to withdraw from a contract concluded in the e-shop within 14 days.

The right of withdrawal does not apply to the following goods if their packaging or seal has been opened after delivery, as they are not suitable for return for health protection or hygiene reasons (Law of Obligations Act § 53(4)): pet food, treats and supplements, and hygiene and care products.

The right of withdrawal does not apply if the buyer is a legal person.

To exercise the 14-day right of return, the ordered goods must not be used in any way other than as necessary to establish the nature, characteristics and functioning of the goods, in the way permitted for testing goods in a physical shop.

If the goods have been used for any purpose other than is necessary to establish the nature, characteristics and functioning of the goods, or show signs of use or wear, the Online Shop has the right to reduce the refunded amount in accordance with the decrease in the value of the goods.

To return goods, please fill in the notice of withdrawal from the purchase here: notice of withdrawal, or send the notice of withdrawal by e-mail to info@penner.ee. The notice must be submitted no later than 14 days after receiving the goods.

The costs of returning the goods are borne by the buyer, unless the reason for the return is that the item to be returned does not correspond to what was ordered (e.g. a wrong or defective item).

The buyer must return the goods within 14 days following the submission of the notice or provide proof that they have handed the goods over to a carrier within the aforementioned period.

The Online Shop shall refund to the buyer all payments received from the buyer under the contract without undue delay, but no later than 14 days from the receipt of the notice of withdrawal. The Online Shop may withhold reimbursement until it has received back the item that is the subject of the contract or until the buyer has provided proof of having sent back the item, whichever is earlier.

If the buyer has expressly chosen a delivery method other than the least expensive standard delivery method offered by the Online Shop, the Online Shop is not required to refund the costs exceeding those of the standard delivery method.

The Online Shop has the right to withdraw from the sales transaction and demand the return of the goods from the buyer if the price of the goods in the Online Shop has been stated significantly below the market price due to an error.

5. Right to submit a complaint

The Online Shop is liable for any lack of conformity of the goods sold to the buyer with the terms of the contract, or for any defect, that existed at the time of delivery of the item and becomes apparent within two years of delivery of the goods to the buyer. During the first year after delivery of the item, it is presumed that the defect existed at the time of delivery. It is the Online Shop's obligation to rebut this presumption.

If a defect becomes apparent, the buyer has the right to contact the Online Shop no later than within two months by sending an e-mail to info@penner.ee or by calling +372 5866 4944.

The Online Shop is not liable for defects that have arisen after delivery of the goods as a result of the buyer's actions or omissions (improper use, accident, etc.) or if it is normal wear and tear resulting from ordinary use of the item.

If goods purchased from the Online Shop have defects for which the Online Shop is liable, the Online Shop will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Online Shop will refund to the buyer all payments made under the sales contract.

The Online Shop will respond to a complaint submitted by the consumer in writing or in a form that can be reproduced in writing within 15 days.

6. Direct marketing and processing of personal data

The Online Shop uses the personal data entered by the buyer (name, phone number, address, e-mail address) only for processing the order and sending the goods to the buyer. Personal data is transferred to delivery service providers (Smartpost, DPD) for delivering the goods, to payment service providers (Maksekeskus AS, Shopify Payments) for making payments and to the e-commerce platform provider Shopify. The processing of personal data is described in more detail in our Privacy Policy.

The Online Shop sends newsletters and offers to the buyer's e-mail address only if the buyer has expressly requested this.

The buyer can unsubscribe from offers and newsletters sent by e-mail at any time by letting us know by e-mail or by following the instructions in the e-mail containing the offers.

7. Dispute resolution

If the buyer has any complaints regarding the Online Shop, they must be sent by e-mail to info@penner.ee or made by calling +372 5866 4944.

If the buyer and the Online Shop are unable to resolve the dispute by agreement, the buyer may contact the Consumer Disputes Committee. You can read the procedural rules and submit an application here. The Consumer Disputes Committee is competent to resolve disputes arising from contracts concluded between the buyer and the Online Shop. The examination of the buyer's complaint by the Committee is free of charge.