Right of withdrawal and returns

You have the right to withdraw from a contract concluded in the Prindla online store within 14 days without giving any reason. This page explains when the period starts, how to withdraw, who pays for the return and when you get your money back.

When the period starts

The withdrawal period expires 14 days from the day on which you, or a third party indicated by you other than the carrier, physically received the goods.

If the goods of one order are delivered to you in separate shipments, the period starts on the day you physically received the last item.

The period does not start when you place or pay for the order.

How to withdraw

Inform us of your decision by an unequivocal statement. Use any of these:

• Email: info@prindla.ee
• Letter: Prindla OÜ, Uus-Kalamaja tn 2/1-6, Põhja-Tallinna linnaosa, 10415 Tallinn, Harju maakond
• Phone: +372 5149063

You may use the model withdrawal form below, but you do not have to – any unequivocal statement is enough.

To meet the deadline it is enough that you send your statement before the 14-day period expires.

Returning the goods

Send the goods back without delay and no later than 14 days from the day you notified us of your withdrawal. The deadline is met if you dispatch the goods before that period expires.

Return address: Prindla OÜ, Uus-Kalamaja tn 2/1-6, Põhja-Tallinna linnaosa, 10415 Tallinn, Harju maakond.

You bear the direct cost of returning the goods – roughly €3 by parcel machine.

Refund

We refund all payments received from you without delay and no later than 14 days from the day we were informed of your decision to withdraw.

We make the refund using the same means of payment you used, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

We also refund the delivery cost you paid. If you expressly chose a delivery method other than our cheapest standard one, we do not refund the amount exceeding it: our cheapest standard method is the parcel machine at €2.99, so for the €4.99 courier we refund €2.99 of the delivery cost.

If you withdraw from only part of your order and keep the rest, we refund the share of the delivery cost that corresponds to the number of items returned – for example one third when you return one item out of three. If you withdraw from the whole order, we refund the delivery cost in full within the limit described above.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earlier.

If the goods have been used

You are liable only for any diminished value of the goods resulting from handling them other than what is necessary to establish their nature, characteristics and functioning.

For filament this means that opening the box and inspecting the spool is fine - that is exactly what is necessary to establish the nature, characteristics and functioning of the goods. Opening the vacuum pack goes beyond that: the pack is the only thing keeping the filament dry and fit for sale. We do not take back a spool whose vacuum pack has been opened, that has absorbed moisture from the air, that has been used, or that has lost material through printing.

Exceptions

The law contains an exhaustive list of contracts where there is no right of withdrawal – for example goods made to the customer’s specifications, goods that deteriorate rapidly, or sealed goods which are not suitable for return for health protection or hygiene reasons.

Our goods – mass-produced filament spools – do not fall under any of those exceptions. You have the right of withdrawal for all our products, including after you have opened the box - the requirements concern only the vacuum pack and the condition of the spool, not the right itself. If any product is exempt, we will say so with that product.

Defective goods are a separate matter

If the goods are defective you do not need to rely on the 14-day period: in case of a defect you can require repair or replacement within two years, and then the return is at our cost.

How to make a complaint, in the terms of sale

Model withdrawal form

Using this form is not mandatory. You can print it out or copy the text and send it to us by email.