Consumers have the right to:
- demand and obtain goods and services which meet the requirements, are harmless to the life, health and property of the consumers, and are not prohibited from being owned or used;
- obtain necessary and truthful information on the goods and services offered in order to make an informed choice, and timely information on any risks relating to the goods or services;
- obtain information on consumer law and other issues relating to consumption;
- obtain advice and assistance if their rights are violated;
- demand compensation for any patrimonial or non-patrimonial damage caused to them;
- request that their interests be taken into account and that they be represented through consumers' associations and federations in the decision-making process on consumer policy issues.
All goods must be labelled in Estonian and more technically complex goods must be accompanied with instructions for use in Estonian.
In the case of immediate payment for goods or services, the trader is obliged to provide the consumer with a document confirming the purchase. At the consumer’s request, the purchase document must be issued in paper form if the consumer has not given consent to receive it via email or through another channel. If the consumer has given such consent, the trader is not required to issue a paper document, and the consumer may prove the purchase, for example, using customer card or account data.
According to the Consumer Protection Act:
- the seller is responsible for the goods and services they sell;
- the goods must be safe and have the characteristics normally expected for consumption;
- the seller must provide the consumer with true information about the goods.
These requirements apply to any goods or services purchased from a store, online-store, street, market, or through telephone or catalogue sales or mail order. However, if you are not satisfied with the goods or services you have purchased and there is a breach of contract, please contact with the trader or service provider. The trader or service provider must accept the complaint and reply to you in writing within 15 days. If the trader or service provider refuses to resolve your complaint or does not agree with the proposed solution, you can contact the Consumer Disputes Committee to resolve the dispute.
The consumer is obliged to:
- become acquainted with the product before starting to use it. Always carefully read the instructions for use of the goods and observe the maintenance symbols so that you can use the goods as intended and do not damage them due to lack of knowledge.
If you are negligent and do not follow the instructions and the product is damaged or broken as a result, the seller and the manufacturer are not responsible for what happened and you are not entitled to a free elimination of defects, for example.
The website of the Consumer Protection and Technical Regulatory Authority provides further information on contracts and withdrawals from contracts and the return of defective products.
Where to get information and help
Consumer rights and protection is the responsibility of the Consumer Protection and Technical Regulatory Authority.
The consumer advice helpline 620 1707 is the fastest and easiest way to get answers to your questions. Calls can be made Monday to Thursday from 10:00 to 14:00. You can also visit it during reception hours.
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].
If the trader or service provider refuses to resolve your complaint or you disagree with the solution proposed by them, you can submit an application to the Consumer Disputes Committee (in Estonian) to resolve the dispute. If you do not agree with the Committee’s decision, you may refer it to the county court. The same may be done by the opposite party.
References
- Rights and obligations of a consumer
- Contracts and withdrawal from a contract
- E-commerce
- Submission of complaints
Services
- Application to the Consumer Disputes Committee (in Estonian)
- Customer service environment of the Consumer Protection and Technical Regulatory Authority (in Estonian)
- Submitting a complaint in relation to cross-border transactions in the EU
- Web-based resolution of complaints related to online traders (ODR Platform)