Return Conditions

14-day Return Policy

The customer has the right to withdraw from the sales contract concluded in the e-shop and return the goods purchased from the e-shop within 14 (fourteen) days from the date of receipt of the goods. The goods to be returned must be unused and it is the responsibility of the buyer to ensure that the depreciation of the goods has not been caused by any means other than to ascertain the nature, characteristics and functioning of the goods.

In the event that the Service User has decided to withdraw from the contract, he/she is immediately obliged to notify customer service in writing, either by post (with the goods) to Vesse põik 4d, 11415 Tallinn or by e-mail to info@atgroup.store

What to Include in the Return Notice?

For a better overview of the processes and smoother cooperation, please include the following information in your return notification:

  • The number of the order or invoice you wish to cancel.
  • The date of receipt of the goods or shipment.
  • The date of the order or delivery or the date of receipt of the goods or service.
  • The exact name of the goods to be returned.
  • The exact reason for returning the goods, if requested, in order to continuously improve the quality of the goods and services resold by A-Trix Group OÜ.

Return of Goods

Goods referred to in the written notice must be returned immediately, at the latest within 14-days from the date of the return notice. In addition, the purchaser is responsible for the depreciation of the goods upon return and will bear the costs of return, except in the case of goods delivered not as ordered (i.e. the wrong product was sent) or if the goods are damaged in a way that could not be detected on external inspection and which did not occur when the packaging was opened.

The goods to be returned must be unused and in their original packaging, which must not have depreciated in value in the meantime, and the accompanying documents (instructions for use, guarantee conditions, etc.) must also be complete, without any missing parts. This means that the purchaser must examine his goods carefully on receipt, open the packaging without damaging it, do not remove labels/protective labels, etc., and do not remove the packaging.

 

When Does the Right of Withdrawal not Apply?

The right of withdrawal does not apply under the following conditions:

  • Goods that cannot be returned after opening for hygiene reasons.
  • Goods that do not comply with the rules of hygiene when not opened or are not in a fit state of preservation.
  • If the buyer is a legal person.

Receipt of Refunds

In the event of the right of withdrawal being exercised, A-Trix Group OÜ will reimburse the buyer for all payments received from the buyer, including delivery costs, no later than 14-days from the day 1) on which A-Trix Group OÜ became aware of the buyer’s decision to return the goods and they have been returned to the warehouse; or 2) on which the buyer has provided proof that the goods have been returned. If the purchaser returns the goods in part, the delivery costs will be refunded in proportion to the quantity of the goods returned from the order.

Refunds will be made using the same method of payment used by the buyer to make the payment, unless otherwise agreed by the parties.

If the goods to be returned, the instructions and other documents accompanying the goods or the packaging of the goods have deteriorated significantly due to circumstances for which the buyer is responsible, A-Trix Group OÜ has the right to offset the reduction in the value of the goods against the amount paid by the buyer for the goods and due to be returned to the buyer. For the purpose of offsetting, A-Trix Group OÜ shall send the buyer an offsetting statement to the e-mail address provided when placing the order.

A-Trix Group OÜ may refuse to make a refund until the goods referred to in the cancellation request have reached the A-Trix Group OÜ warehouse or until the buyer has provided proof that the goods have been returned.

Premature Cancellation of Orders

ATGROUP.STORE reserves the right to cancel a customer’s order if:

  • The price or characteristics of the goods are not correct due to human error or technical problems with the e-shop system.
  • The ordered goods are out of stock at the supplier’s warehouse and the customer does not agree with the substitute offered by the customer service.A-Trix Group OÜ has not received an advance payment to fulfill the order.