Terms of sale

The owner of the online store www.serenesleep.ee (hereinafter the Online Store) is OÜ Serene Sleep (registry code 16827782), located at Harju County, Tallinn, Kesklinn district, Narva mnt 46-2, 10150, Estonia.

1. Validity of the Sales Contract, Product and Price Information

1.1 These Terms and Conditions apply when purchasing goods from the Online Store. 1.2 The prices of the products sold in the Online Store are displayed next to the products. Delivery costs are added to the price. All prices in the Online Store are in euros. 1.3 The delivery cost depends on the buyer’s location and the chosen delivery method. The delivery cost is shown to the buyer during checkout. 1.4 Information about the goods is provided directly next to the product in the Online Store.

2. Placing an Order

2.1 To order goods, the desired products must be added to the shopping cart. To finalize the order, the required information fields must be completed and a suitable delivery method must be selected. The total cost will then be displayed on the screen and can be paid securely through the following payment methods: 2.1.1 Estonian bank payments: Swedbank, SEB, Luminor, LHV, Coop Pank, Citadele; 2.1.2 The seller accepts VISA and Mastercard credit cards; 2.1.3 Finnish bank payments: Aktia, Ålandsbanken, Danske, Handelsbanken, Nordea, Oma Säästopankki, Pohjola, POP Pankki, S-Pankki, Säästopankki; 2.1.4 Latvian bank payments: Swedbank, SEB, Citadele, Luminor; 2.1.5 Lithuanian bank payments: Swedbank, SEB, Citadele, Luminor. 2.2 NB! When paying via bank link, be sure to click the “Return to merchant” button on the bank’s page. 2.3 Payments are mediated by Maksekeskus AS. Payment takes place in a secure environment outside the Online Store – in the secure environment of the respective bank when paying by bank link, and in the secure environment of Maksekeskus AS when paying by credit card. The seller has no access to the customer’s bank or credit card details. The contract becomes effective once the payable amount has been received in the Online Store’s bank account. 2.4 The owner of the Online Store is the controller of personal data and forwards personal data necessary for processing payments to the authorized processor Maksekeskus AS. 2.5 If the ordered goods cannot be delivered due to insufficient stock or for any other reason, the buyer will be notified as soon as possible and any paid amount (including delivery costs) will be refunded immediately, but no later than within 14 days from sending the notification.

3. Delivery

3.1 The buyer can choose one of the following delivery options: Omniva, Venipak, Unisend, DPD. 3.2 Delivery costs are borne by the buyer, and the corresponding price information is displayed next to the delivery method. 3.3 Domestic shipments within Estonia generally reach the buyer’s selected destination within 3–5 working days from the entry into force of the sales contract. Deliveries outside Estonia take 5–15 working days. 3.4 Orders placed during discount periods will reach the buyer within 15–20 working days. 3.5 In exceptional cases (e.g., logistics and warehouse disruptions), the seller has the right to deliver the goods within up to 45 calendar days.

4. Right of Withdrawal

4.1 After receiving the order, the buyer has the right to withdraw from the online contract within 14 days. 4.2 The right of withdrawal does not apply if the buyer is a legal person. 4.3 To use the 14-day right of return, the ordered goods may not be used, product tags must not be removed, and the goods must be in their original packaging. The original packaging must be undamaged. 4.4 If the product shows signs of use or wear (including removed tags), the Online Store is not obliged to accept the returned goods or compensate the buyer. 4.5 To return goods, a withdrawal application must be sent within 14 days of receiving the goods to the email address info@serenesleep.ee and must include the following information: 4.5.1 Customer name; 4.5.2 Delivery address; 4.5.3 Order number; 4.5.4 Proof of purchase: invoice/receipt. 4.6 The product can be returned via Omniva, Venipak, Unisend or DPD to the following address: Harju County, Tallinn, Kesklinn district, Narva mnt 46-2, 10150. 4.7 The cost of returning the goods is borne by the Online Store. 4.8 The buyer must return the goods within 14 days from receiving them or provide proof that they have handed the goods over to the carrier within this period. 4.9 Upon receiving the returned goods, the Online Store will refund the buyer without delay, but no later than within 14 days from receiving the withdrawal application, all fees received under the sales contract, except in cases specified in clauses 4.2–4.4. 4.10 The Online Store may refuse to issue a refund until one of the following conditions is met: 4.10.1 the returned goods have reached the Online Store; 4.10.2 the buyer has provided proof of having returned the goods. 4.11 If the buyer has explicitly chosen a delivery method that differs from the cheapest standard delivery method offered by the Online Store, the Online Store is not obliged to refund the delivery cost exceeding the standard delivery cost. 4.12 The Online Store has the right to withdraw from the sales transaction and demand the return of the goods if the product price in the Online Store has been marked significantly below market value due to an error.

5. Submission of Complaints

5.1 The Online Store is liable for non-conformity or defects of the goods sold to the buyer that existed at the time of delivery and that become apparent within two years of delivery. During the first year, it is presumed that the defect existed at the time of delivery; rebutting this presumption is the responsibility of the Online Store. 5.2 In case a defect appears, the buyer has the right to contact the Online Store within two months by sending a complaint to info@serenesleep.ee containing the following information: 5.2.1 Customer name; 5.2.2 Proof of purchase: invoice/receipt; 5.2.3 Description of the non-conformity/defect; 5.2.4 Photos of the non-conformity/defect. 5.3 The Online Store is not liable for defects that occur after the goods have been handed over to the buyer. 5.4 If the goods purchased from the Online Store have defects for which the Online Store is responsible, the seller will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Online Store will refund all fees associated with the sales contract. 5.5 The Online Store will respond to the buyer’s complaint in writing or in a form that allows written reproduction within 15 days of receiving the complaint.

6. Direct Marketing and Processing of Personal Data

6.1 The Online Store uses the personal data entered by the buyer only for processing the order, delivering the goods, and fulfilling legal obligations. Personal data necessary for delivery are forwarded to the transport service provider. 6.2 The Online Store sends newsletters and offers to the buyer’s email address only if the buyer has requested this by entering their email address on the website and indicating their consent to receive such notifications. 6.3 The buyer may unsubscribe from newsletters and offers at any time by notifying the Online Store via email or by following the instructions provided in the marketing emails.

7. Force Majeure

7.1 The Online Store is not liable for breaches of these terms caused by unforeseen and unavoidable events (state of emergency, exceptional situations, martial law, war, natural disasters, government orders and measures, internet outages, strikes).

8. Dispute Resolution

8.1 If the buyer has complaints regarding the Online Store, they may contact the Online Store by email at info@serenesleep.ee. 8.2 If the buyer and the Online Store cannot resolve the dispute through negotiations, the buyer may contact the Consumer Disputes Committee. Information about the procedure and submitting an application is available on their website here. The Committee is authorized to resolve disputes arising from contracts concluded between the buyer and the Online Store. The review of a buyer’s complaint by the Committee is free of charge.