Information presented to consumers must be true and clear, and provided to the consumer in Estonian.
Pricing information
The trader or service provider must indicate the price of the goods or services before the purchase is concluded and this must be the final price that includes all taxes (e.g. the price of air tickets must include all airport charges and other additional charges).
The price must be published in writing in a clear and legible manner in order to be unambiguous and easily identifiable.
In the European Union, the trader must indicate the unit price (i.e. the price of one kilogram, litre, metre, square metre, piece, etc.) of pre-packaged goods in addition to their selling price, except for goods where the unit price is the same as the selling price (e.g. milk sold in one-litre cartons). By way of exception, the unit price need not be indicated for herbs, chocolate figurines, surprise eggs, lollipops, chewing gum, antiques, works of art, etc.
Where a deposit has been imposed on the packaging of the goods, the trader shall provide the selling price of the goods sold in such packaging in two parts, indicating separately the unit price of the goods and the amount of the deposit to be added to the packaging.
If the prices of the goods at checkout counter and in the sales hall do not match, you can either give up the goods before making a purchase or solve the problem immediately without leaving the checkout counter. If you only discover a mistake or a pricing fraud at home, return to the shop as soon as possible (preferably on the same day) and file a complaint with the trader to cancel the transaction. The difference between prices at checkout counter and in the sales hall can be considered as misleading to the consumer.
As a rule, in the case of discount sales and discount campaigns, the trader or service provider must also indicate the old price in addition to the new discount price.
Labelling of goods
The labelling of goods is an important source of information for the consumer. The general requirements for the labelling of goods are set out in Consumer Protection Act.
The labelling of the goods offered or sold to consumers shall be legible, understandable and unambiguous.
The need for labelling depends on the type, characteristics and purpose of the goods. For most goods, the name of the goods alone is not sufficient, but the trader must also indicate the quantity or dimensions of the goods, the composition of the goods and the quantities of the components, instructions for the use and maintenance of the goods, warnings and precautions to prevent hazards relating to the use of the goods, the shelf-life of the goods, or the main technical information concerning the goods.
The trader may use instructive or warning drawings, pictograms, signs and symbols on the label, provided that the information they communicate is understandable to consumers. Pictograms are used, for example, in the labelling of footwear and clothing.
The trader must not cover the original information presented on the labelling of the goods by additional information, pictures or stickers because the consumer must always be able to compare the translation with the original label of the manufacturer.
Goods which are technically complex, contain hazardous substances or require special skills when using them (e.g. electrical goods, computers, household appliances, assembled and installed goods) shall be accompanied by an instruction manual from the producer. The instruction manual must be translated into Estonian to the extent that it contains the information necessary for the correct and targeted use and maintenance of the goods. Therefore, both the original instructions and the instructions translated into Estonian should accompany the purchase of such goods. If the instruction manual is not provided, ask the seller for it.
There are special requirements for the labelling of certain goods. For example, in the case of foodstuffs, footwear, clothing , household chemicals, cosmetics, the labelling of products must also comply with all special requirements for the specific labelling requirements of such goods.
The consumption of foodstuffs and some consumer products (e.g. cosmetics, consumer chemicals) is limited in time.
If you feel that the labelling of the purchased goods is incomplete and non-compliant, please inform the Consumer Protection and Technical Regulatory Authority.
More information about labeling of goods can you find on the website of Consumer Protection and Technical Regulatory Authority.
Where to get information and help
If you need assistance in filing a claim with the trader, initiating a consumer dispute before the Consumer Disputes Committee or are unsure of your rights and obligations, you can always seek advice and assistance from consumer advisers.
The consumer advice helpline 620 1707 is the fastest and easiest way to get answers to your questions. Calls can be made on working days from 10.00 to 15.00. It is possible to submit your questions or ideas electronically via the e-service of the Authority. Questions can also be sent by post to Endla 10a, Tallinn, 10122 or by e-mail to [email protected].