Refund policy

14-day right of withdrawal

If you are a consumer, you may withdraw from a distance contract without giving a reason within 14 days of receiving the goods. If one order is delivered in several parts, the period begins when you receive the final part. This statutory right does not apply to business customers.

To withdraw, use our online withdrawal form at https://jahikala.ee/en/pages/taganemine or send an unambiguous statement to epood@jahikala.ee before the 14-day period expires. Include your name, contact details, order number and the goods you are withdrawing from. We will send prompt confirmation of an online withdrawal submission on a durable medium.

Model withdrawal statement: “I hereby withdraw from the contract for the following goods: [goods]. Ordered/received on: [date]. Order number: [number]. Consumer’s name and address: [details]. Date: [date].” A signature is required only if this statement is sent on paper.

Returning the goods

Send or bring the goods back within 14 days after notifying us of withdrawal. Return address: JahiKala, Turu tn 41a, 50106 Tartu, Estonia. Please contact us before using a parcel locker so that we can confirm the correct locker and recipient details. We do not accept cash-on-delivery returns.

For a withdrawal based on change of mind, you bear the direct cost and risk of return shipping until the goods reach us. JahiKala bears reasonable return costs if the goods are defective, damaged in transit or different from what was ordered; contact us first so we can arrange the return.

Pack the goods securely and return all parts, accessories, manuals and promotional gifts supplied with them.

Inspection, use and diminished value

You may handle and inspect the goods only as much as would normally be permitted in a physical shop to establish their nature, characteristics and functioning. Opening packaging does not by itself remove the right of withdrawal.

You are responsible only for an actual decrease in value caused by handling beyond what was necessary for inspection. Product-specific, protective or collector packaging can form part of the goods’ value. If such packaging is destroyed or damaged beyond what was necessary and this objectively reduces resale value, we may deduct only the documented actual loss, such as reasonable replacement or repackaging cost or the difference between the normal sale value and the reasonably achievable resale value. Every case is assessed individually; no automatic percentage or restocking fee applies. We will explain the calculation and provide supporting information.

Exceptions

The right of withdrawal does not apply where the law provides an exception, including goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods not suitable for return for health-protection or hygiene reasons once unsealed; and sealed audio/video recordings or software once unsealed. An exception is used only when its legal conditions are met and, where appropriate, is identified before purchase.

Refunds

We refund payments received for the returned goods no later than 14 days after receiving the withdrawal notice. We may withhold the refund until we have received the goods or you provide evidence that they were sent back, whichever occurs first. The refund is made using the original payment method unless expressly agreed otherwise, without a refund fee.

For withdrawal from the full order, we also refund the original delivery charge up to the price of the least expensive standard delivery method offered. We do not refund the additional cost of a more expensive delivery method chosen by you. For a partial withdrawal, we refund the price of the returned goods; a free-delivery benefit already applied to the order is not recalculated retroactively.

Exchanges are handled as a return and a new order unless we agree otherwise.

Defective or incorrect goods

Withdrawal rights are separate from your statutory rights concerning defective goods. See the “Defective goods, statutory liability and commercial warranties” section of our Terms of Service. Contact epood@jahikala.ee and include the order number, a description and, where useful, photographs.