Returns and warranty
Returning goods (14-day right of withdrawal)
- Consumers who are natural persons have the right to withdraw from a contract for products purchased from the Visu online store within 14 days, regardless of the reason for the return. The withdrawal period expires 14 days after the day on which you, or a third party designated by you, physically received the goods.
- To return goods, please complete the withdrawal form in our online store by clicking the “I want to return products” button, or send a free-form email to epood@a2k.ee. In the email, please indicate the order or invoice number, the product being returned, and whether you would like an exchange or a refund. A third option is to place the invoice included with the goods inside the return parcel and write the relevant information on the invoice in free form.
- Where possible, returned goods should be in their original packaging (e.g. footwear). When opening the packaging, please do so carefully in order to minimise damage. The product may be inspected and used only in the same manner as would be permitted in a regular retail store. The goods must not have been used more than is necessary to establish their nature, characteristics and functionality.
- The buyer is responsible for the return shipping costs. If you would like to exchange the product for another size/model, Visu online store will cover the cost of sending the replacement product.
- Please return the goods with Visu marked as the recipient and 56 038 400 as the contact telephone number. Choose one of the following return methods:
- By courier to the visu.ee warehouse at Riia mnt 169a, 80024 Pärnu
- To an Omniva, Unisend or Venipak parcel locker at Pärnu Kaubamajakas
- To a Smartpost or DPD parcel locker at Pärnu Mai Selver.
- We will generally refund the purchase price of the returned goods shown on the invoice to the buyer’s bank account (the same account from which the goods were paid for) within 1–2 business days after the goods reach us. Due to public holidays, non-working days or exceptional circumstances, the refund may take up to 7 days. For card payments, the refund may take longer for reasons beyond our control.
- We will refund the purchase price of the returned goods. If you return the entire order, we will also refund the original delivery cost.
Warranty and handling complaints
- If no separate warranty information is provided for a product, the right to submit a complaint applies in accordance with the Law of Obligations Act.
- All products are covered by a 2-year right to submit a complaint.
- The sales invoice serves as the basis for submitting a complaint.
- A complaint can be submitted by emailing us at epood@a2k.ee.
- Visu online store will replace or repair products that develop defects or breakages caused by the manufacturer.
- Visu online store is not responsible for products that have been damaged due to improper use or as a result of normal wear and tear.
Electric scooter warranty
- Private consumers have the statutory right to submit a complaint regarding electric scooters for 2 years, during which Visu online store is responsible for manufacturing and material defects.
Please note the following specific points arising from the legal concepts of “normal wear and tear and improper use”: - Wear parts (tyres, inner tubes, brake pads, cables, bearings, etc.): The wear of these parts depends directly on mileage, riding style and road conditions. A complaint can be submitted if a wear part fails unusually quickly due to a manufacturing defect. Natural wear and tear (for example, a tyre wearing down until the tread is gone or brake pads wearing out through normal use) is not covered by free repair or replacement.
- Battery: The right to submit a complaint also applies to manufacturing defects in the battery. However, it should be taken into account that the gradual decline in battery capacity (reduction in usable capacity) as a result of long-term use and charging cycles is a physical inevitability and is considered normal wear and tear rather than a manufacturing defect, except where the capacity drops drastically within the first 6 months, which may indicate a defect in a battery cell. To ensure battery life, the instructions for use must be followed carefully (including avoiding complete battery discharge during winter storage).
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