Version valid until 08.02.2022
Ordering terms and conditions
The e-department store HANSAPOST started operating already in the spring of 1997 and quickly became known all over Estonia and Latvia for its wide range of goods, affordable prices and flexible service. Today, Hansapost has tens of thousands of regular customers in Estonia and Latvia, who receive our catalogue of the best offers 12 times a year. Hobby Hall GROUP OÜ is a member of the Estonian e-commerce association and bears the trust mark "Safe place to buy", the terms and conditions of which and code of conduct are availableHere.
- General
1.1. The order placed by the Client is a contract of purchase and sale between Hansapost and the Customer. Hansapost agrees to the contract when it starts fulfilling the order. Hansapost reserves the right, if necessary, to cancel the order by notifying the Client thereof.
1.2. Hansapost shall not be liable for delays in the delivery of goods and misunderstandings if they are caused by the inaccuracy or inaccuracy of the data provided by the Customer when placing the order.
1.3. The prices in the catalogue are in euros.
1.4. Prices include 20% VAT.
1.5. Hansapost has the right to change the prices of the products offered. The prices that are published in the E-store at the time of placing the order apply to the Customer, except in cases where the wrong price of the product was published due to a technical error or malfunction or if the Customer had to understand that it was a technical error (obviously incorrect sales price).
- Placing an order
2.1. Only adult and able-bodied Subscribers can place an order.
2.2. The smallest order to be fulfilled is 13,00€ + shipping cost. If the amount of goods ordered is smaller, Hansapost reserves the right not to fulfill the order.
2.3. To place an order online, you need to go to the website of Hobby Hall GROUP OÜwww.hansapost.ee. You can search for a product by entering the search term in the box on the home page or by browsing the menu. The customer must read the description, specifications and terms of delivery attached to the product. To order a product, the Customer must click on "Add to cart". By clicking on the "Shopping Cart", the Customer can see their entire shopping cart together with the amount to be paid. In the next step, you need to enter the Customer's data or log in using an already existing username / password. In the next step, you need to choose the payment method and transportation. Before final confirmation, the Customer must make sure that the entered details about both the selected product and the Customer's data are correct.
2.4. In order to place an order by phone/e-mail, the customer must have either the product code or the full name of the product, express their wish for the delivery method and provide their data. NB: orders by phone / e-mail cannot be paid for with a bank card or bank link.
2.5. In order to place an order with a coupon, the Customer must fill in the order form in the catalogue and post it. The shipping costs of the coupon have been paid by Hobby Hall GROUP OÜ.
2.6. When placing an order, the Client is aware that the order is accompanied by a payment obligation and that they confirm that they have read the ordering conditions of Hansapost.
2.7. Some products/services require prepayment or are treated as a separate shipment. Products that require a special method of delivery always require prepayment. This information is mentioned on the product page.
2.8. The provision of services to small islands may result in an obligation to pay in advance.
2.9. When placing an order both in the online store and by phone, the customer will receive a confirmation letter by e-mail, stating the method of delivery (and address), the payment term, the ordered products and the estimated delivery time. If the Client notices an error in the confirmation letter, hansapost must be notified immediately by e-mail or phone.
2.10. If the estimated delivery time written on the confirmation letter differs from the delivery promise in the product description, please inform Hansapost customer service thereof.
2.11. The order can be canceled by e-mail or phone until the shipment is received.
2.12. Changes in the name and address must be notified as soon as possible by calling 611 5511, by e-mail[email protected].
- Ordering in installments.
3.1. An application for hire-purchase can be submitted starting from the order amount of 54 € + shipping cost.
3.2. By placing an order with Hansapost in instalments, you grant Hansapost and its hire-purchase partners Holm Bank AS, Inbank AS and TF Bank the right to process your personal data and check your creditworthiness from public sources.
3.3. If your hire-purchase application is not approved, Hansapost will cancel the order. The Client can independently investigate the reasons for the negative response to the hire-purchase application from the hire-purchase partners.
3.4. Delivery of orders made in installments is carried out only to the owner of the contract on the basis of an identity document. Upon delivery, the contract will be forwarded together with the payment schedule.
3.5. In the case of a pre-signed hire-purchase contract, it is possible to order goods to SmartPost or Omniva parcel machines. The customer is responsible for adding correct contact details to the order.
3.6. In order to make a purchase by instalments, the client must provide a personal identification code and document number, which Hansapost will forward to the lender. The lender conducts a credit analysis and identification of the person and finds out the possibility of granting credit to the client. As a result of the credit analysis, the lender has the right to refuse the hire-purchase application.
3.7. The price of goods purchased in installments is payable in equal installments according to the number of months of the hire-purchase period chosen by the Customer, which can be 9-60 months.
3.8. By accepting the goods, the Customer undertakes to comply with the terms and conditions of the hire-purchase agreement and to ensure the timely payment of the instalments of the shipment or schedule received in any other way. When purchasing goods by instalments, an additional interest of 25% per annum is added to the price indicated in the catalog of purchased goods (initial cost), which is calculated from the initial cost of the goods according to the number of months of the hire-purchase period. The annual percentage rate of charge is from 36%. The monthly payment of hire-purchase provided with the product is calculated for the maximum possible hire-purchase period of the product and does not include the cost of transportation. Example 1. Period 6 months: The final amount of the goods purchased in installments = initial cost x 1.125. Monthly payment = final amount of hire-purchase/6 months.
Example 2. Period 12 months: The final amount of the goods purchased in installments = initial cost x 1.25. Monthly payment = final amount of hire-purchase/12 months.
3.9. The Customer has the right to repay the loan received under the hire-purchase agreement early at any time by notifying the lender thereof in writing 10 (ten) days in advance. In this case, the Lender has the right to demand compensation of 1% of the credit amount repaid early if the period between early repayment and termination of the hire-purchase agreement is longer than one year and 0.5% of the credit amount repaid early if the period between early repayment and termination of the hire-purchase agreement is less than one year.
3.10. The Customer may withdraw from the hire-purchase contract within 14 days from the receipt of the goods (See clause 5). In case of withdrawal from the contract, the Customer shall also be deemed to have withdrawn from the hire-purchase contract related to the contract.
3.11. When placing an order in instalments, the Customer confirms that the information provided in the application is correct, complete and reflects the financial situation of the Customer at the moment of submitting the application.
3.12. By placing an order in instalments, the Customer agrees that the data specified in the application will be forwarded to the hire-purchase partners of Hobby Hall GROUP OÜ and the Customer authorises the hire-purchase partners of Hobby Hall GROUP OÜ to make inquiries about the Customer's pension account and to examine the pension account data in the Estonian Central Register of Securities.
3.13. Veriff OÜ, a partner of Hobby Hall GROUP OÜ, verifies the data about the Customer from the population register, which is necessary for verifying the personal data submitted by the Customer to the Seller and for identification, and processes all the collected data for the above purpose in the manner and under the conditions provided for in the procedure for processing personal data.
3.14. The Customer is aware that the hire-purchase partner may make an automatic decision to issue credit to the Customer on the basis of the data provided by the Customer in the application and in other relevant databases.
3.15. Hire-purchase partners have the right to request additional documents from the Client via Hansapost, if necessary.
3.16. The order will be processed at the moment when a positive decision has been received on the hire-purchase application.
3.17. When applying the hire-purchase campaign "Order now and pay later", the first instalment must be paid at the end of the grace period (exact date when concluding the contract). From this date, the selected hire-purchase period (6-60 months) will also apply. From the moment of formalising the hire-purchase until the end of the grace period, the Customer can use the goods of their choice. When joining the campaign, the monthly payment, depending on the cost of the goods and the selected hire-purchase period, is different from the monthly payment of the hire-purchase contract concluded under normal conditions. The approximate monthly payment can be found out using the hire-purchase calculator attached to each product and selecting the option "Grace period campaign".
3.18. The Client can review the standard terms and conditions of hire-purchase partners on the websites of the partners.
Holm Bank AS -https://www.liisi.ee/jarelmaks
TF Bank -https://www.tfbank.ee/jarelmaks/
4. Receipt of goods and delivery time
4.1. Receipt and delivery of goods takes place within the borders of Estonia.
4.2. Items are available while the goods continue. Hansapost has the right to withdraw from the contract if the ordered goods cannot be delivered.
4.3. Hansapost shall inform the Client of the withdrawal from the contract as soon as possible either by phone or e-mail. If the Customer has already paid for the ordered goods, Hansapost shall refund the purchase price immediately, but no later than within 1-2 working days.
4.4. The delivery speed depends on the delivery promise attached to the product. If the delivery promise is not indicated, then the delivery promise is 2 weeks. The promise of delivery is indicative and may shift within a couple of days, depending on the holidays and unpredictable circumstances.
4.5. Products with different delivery times in the same order receive the final delivery time according to the product with the longest waiting time when confirming the order.
4.6. Hansapost reserves the right to split orders for products with different delivery times and deliver them in several sections.
4.7. Delivery via Omniva parcel machines. The network of Omniva parcel machines is visiblewww.omniva.ee. Upon arrival of the goods, an SMS and/or e-mail will be sent to the Customer stating the location of the parcel machine, the door code, the return code and the end of the storage term. To receive the parcel, you need to enter the door code on the screen and take the parcel out of the opened locker. The cash-on-delivery payment must be paid for the parcel by card payment. The transport fee for the Omniva parcel machine is 2.49 €.
4.8. Delivery via Itella SmartPost. Itella SmartPOST parcel terminal network is visible on the websitewww.smartpost.ee. Upon arrival of the goods, an SMS and/or e-mail will be sent to the Customer stating the location of the parcel machine, the door code, the return code and the end of the storage term. To receive the parcel, you need to enter the door code on the screen and take the parcel out of the opened locker. The cash-on-delivery payment must be paid for the parcel by card payment. The transport fee for itella SmartPOST parcel machine is 2.49 €.
4.9. Delivery by courier. The courier will contact the Customer using the phone number indicated in the order in order to agree on a more precise time for receiving coverage. In the case of an order with a luna payment, you can pay the courier in cash. If the Customer wishes to pay by bank card, this must be agreed in advance with the courier. The courier delivers the parcel to the first door (i.e. the front door of an apartment building or the gate of a private house). In the case of the Omniva courier service, if the Customer was not contacted by phone using the phone number that was included in the order, the parcel will be delivered to the nearest post office and the customer will be sent a notice of arrival of the parcel by Omniva, on the basis of which the Customer will receive the parcel from the post office. Courier fee 3,99€ - 32,99€ will not be refunded to the Customer. If the Customer wishes to order the parcel home again from the post office, they must contact Omniva and order the respective service according to the Omniva price list.
4.10. Pick-up at Hansapost Outlet parcel delivery in Järve centre (Pärnu mnt 238a, 11624 Tallinn, 1st floor). Outlet parcel delivery is open every day from 10 am to 9 pm. There may be changes for the holidays. When the parcel has reached the parcel delivery and is ready for delivery, the customer will be sent an e-mail and SMS. The parcel is stored at the pick-up point for one (1) week. Shipments will not be issued outside opening hours. You can pay for the shipment both in cash and with a bank card. The transport fee is 0.00€.
4.11. Pick-up at Hansapost / Kaup24 parcel deliveries in Tallinn (Mustamäe tee 46, weekdays 9 – 19, Saturday 10 – 15), Tartu (Jaama 143, weekdays 9 – 18, Saturday 10 – 15), Pärnu (Papiniidu 5, weekdays 9 – 18, Saturday 10 – 15), Narva (Tallinn highway 33, weekdays 9 – 18, Saturday 10 – 15). There may be changes for the holidays. When the parcel has reached the parcel delivery and is ready for delivery, the customer will be sent an e-mail and SMS. The parcel is stored at the pick-up point for one (1) week. Shipments will not be issued outside opening hours. You can pay for the shipment both in cash and with a bank card. The transport fee is 0.00€.
4.12. Some products come directly from the supplier's warehouse and are treated as a special consignment. In the case of a special shipment, the supplier's courier will contact the Customer and a suitable delivery time will be agreed upon.
4.13 Upon receipt of the parcel by courier, the Customer must check that the parcel is intact. If the Customer notices damage to the parcel that potentially affects the condition of the parcel, the damage must be inspected together with the courier and a note to that effect made on the delivery report.
- Return
5.1. The Customer has the right to withdraw from the contract and exchange or return the goods without giving a reason within 14 days of receiving the ordered goods. Free returns must use the same delivery method as the package was originally received.
5.2. The goods can be tried and examined to make sure they are suitable or unsuitable, but during the testing process it must be ensured that the goods and their packaging are minimally affected. NB! Trying means using the same value as is customary in retail establishments before making a purchase. E.g. it is not allowed to make coffee with a coffee maker, it is not allowed to mow the lawn mower, software must not be started on the computer, etc.
5.3. The returned product must be in its original packaging, original labelling and the same complexity as at the time of delivery to the Customer. Goods that arrive to the Customer in parts in a package must also be disassembled and packaged upon return in the same way as when the goods were delivered to the Customer. If the packaging of the goods can be opened without damaging the packaging, the Customer undertakes to open the packaging in this way. Items attached to the goods that have been installed to protect the condition of the goods (e.g. protective films), which do not interfere with trying and examining the goods, must not be removed when returning the goods. If the packaging cannot be opened without breaking/damaging it, the consumer is not responsible for the damaged packaging.
5.4. If the original packaging of the goods is damaged or if the use of the goods during the trial period exceeds the reasonable extent necessary for examining the goods, or if the returned goods are not in a condition similar to the new similar goods, Hansapost has the right to unilaterally deduct from the amount to be returned to the Client the compensation corresponding to the decrease in the value of the goods. The amount of compensation shall be determined on the basis of the extent of the possible decrease in the value of the returned goods and the amount of compensation shall be notified to the Customer as soon as possible after the amount of compensation has been determined.
5.5. The barter service is free of charge for the Customer.
5.6. The Customer can return the parcel to the nearest SmartPOST or Omniva parcel machine upon receipt of the goods on the basis of a personal code received via SMS or to the nearest post office of Eesti Post as a customer return.
5.7. If the parcel was delivered by courier service, the Client must contact Hansapost, who will arrange an invitation from the courier.
5.8. Hansapost shall return the payment paid by the Client immediately, but not later than within 14 days from the receipt of the notice of withdrawal from the contract to Hansapost. The buyer must return the goods within 14 days of submitting the application or provide proof that he has handed over the goods to the carrier within the aforementioned period. The online store may refuse to make refunds until the item that is the subject of the contract has been returned or until the buyer has provided proof that he has returned the item, whichever is earlier. The buyer can submit an application by writing[email protected]Address.
5.9. If the Customer wishes to exercise their 14-day right of return and does not want an exchange (for example, due to a clothes number), then the return costs (parcel machine, post office, courier) will initially be covered by Hansapost, ultimately by the Customer, in the case of standard delivery methods. The customer can bring a smaller product to hansapost's representative store in Järve shopping centre in Tallinn or for larger productsby prior agreementHansapost warehouse at Luite 19a, also in Tallinn. If the Client uses the postal service, the Customer shall return the product on the basis of the return form at Hansapost costs, which will later be deducted from the amount to be returned. Postage incurred on the initial receipt of the product will be reimbursed proportionally.
5.9.1 The return of special consignments requiring a special delivery method (air source heat pump, garden house, greenhouse, etc.) shall be organised by Hansapost and shall submit an invoice to the Client before agreeing on a return time. The cost of returning special shipments may include dismantling, packaging and transportation of the product. The transport service is provided directly by the supplier's partner and pricing is determined by them. The return cost is between 75 EUR – 500 EUR + VAT. A more accurate price is determined taking into account the specific case. Traces of use in the building or landscape left behind during dismantling are not the responsibility of Hansapost.
5.10. The 14-day right of return does not apply to goods that have been manufactured taking into account the personal needs of the Customer; in the case of goods which are perishable or ageing; for periodicals (e.g. magazines); audio and video recordings and computer software, if the Customer has opened the case. The right of return also does not apply to products that are not eligible for return for health or hygiene reasons and if they are open after delivery (e.g. cosmetics, perfumes, lingerie and bikini).
5.11. Hansapost does not compensate for the damage caused to the product by natural forces.
5.12. The right of return does not extend to legal entities. For the purposes of the Consumer Protection Act, a consumer is a private person.
5.13. When returning the product by courier, the service provider has the right to refuse to accept the goods if the product has not been packaged correctly and safely. The cost of the courier ordered for the second return shall be covered by the Customer.
- Time for submitting claims
6.1. The customer has the right to turn to Hobby Hall GROUP OÜ within two months at the latest by sending a free-form application to the address[email protected]. In the application, the Customer must provide a description of the problem, attach pictures of the defect, if possible, forward the marks of the defective parts based on the instructions for use and express a wish regarding a possible solution (compensation or correction). Hansapost shall respond to the complaint submitted by the Client in writing or in a format which can be reproduced in writing within 15 days.
6.2. The time of the complaint procedure begins when the Customer has provided the necessary information about the nature of the defect in the product (clause 6.1).
6.3. The period for submitting claims is 2 years. At the same time, it must be taken into account that if a defect appears in the goods within 6 months after their purchase, it is assumed that they already existed at the time of purchase of the goods, unless Hansapost proves otherwise. In case of a defect that has arisen within 6 months, the costs related to the diagnostics of the product shall be covered by Hansapost. If the result of the diagnostics shows that the defect has arisen due to an error of the Customer, Hansapost may arrange for a paid repair for the Client or send the product back to the Customer. If the Customer does not agree with the result of the diagnostics, he/she has the right to take a second opinion, the costs of which will initially be covered by the Customer.
6.4. After the 6-month period has passed from the purchase of the goods, the Customer must prove that it is a manufacturing defect and not a defect caused by the Customer's own incorrect use. The Client organises the diagnostics themselves and sends the resulting work report to Hansapost. Hansapost has the right, in case of disagreement with the conclusion of the work act, to conduct a second expert assessment, the costs of which will initially be covered by itself. If the Client does not have the opportunity to organize diagnostics, Hansapost can recommend the workshops of its partners. The related costs shall be covered by the Customer until it is proven that the product was defective. Claims solutions can be either partial compensation, product repurchase, exchange or repair.
6.5. If the complaint stipulates that the product must be delivered back to Hansapost, the Client must package the product safely and completely. When returning the product by courier, the service provider has the right to refuse to accept the goods if the product has not been packaged correctly and safely. The cost of the courier ordered for the second return shall be covered by the Customer. The costs incurred during packing shall be covered by the Customer. If the Client wishes to deliver the product himself/herself to Hansapost (Luite 19a),the Contracting Entity must coordinate it with Hansapost in advance.
6.6. If the Client does not agree to accept the repaired product or Hansapost has not repeatedly contacted the Client using all available contact details, Hansapost shall keep the product in its warehouse for 3 months and then dispose of the product. If the Customer wants the repaired product to be stored longer, the storage cost of 0.50 € / day applies to it.
6.7 Plant claims. In order to carry out a plant growth guarantee case or a claim procedure, the following information is required from the Consumer: How and where were the plants stored before planting? When, where (relative to the sun) and with the weather? How was the care of the plant carried out (how often watering, fertilizing, etc.)? A picture of the affected plant is also included in the complaint.
- Disputes
7.1. If the Client feels that their rights have been violated, the Client may use the following legal remedies arising from the Law of Obligations Act;
7.1.1 demand the performance of an obligation, i.e. demand the repair or replacement of a thing;
7.1.2 refuse to perform the obligation owed by them;
7.1.3 claim compensation for damage;
7.1.4 withdraw from the Contract or cancel the Contract;
7.1.5 reduce the price;
7.1.6 in the event of a delay in the performance of a financial obligation, demand interest on arrears.
7.2. Any disputes arising from the performance of the contract shall be resolved by way of negotiations. If no agreement is reached, the disputes shall be settled in court in accordance with the legislation in force in the Republic of Estonia. The Customer has the right to turn to the Consumer Disputes Committee operating at the Consumer Protection Board for the extrajudicial resolution of disputes arising from the Contract. The exercise of the right to turn to the Consumer Disputes Committee does not deprive the Customer of the right to turn to a court to resolve the dispute. The terms of the procedure can be viewed and an application can be submittedhere. The Consumer Disputes Committee is competent to resolve disputes arising from the contract concluded between the Customer and the Online Store. The review of the subscriber's complaint by the commission is free of charge. The address of the Consumer Protection Board is Pronksi 12. 10117 Tallinn. The buyer may turn to the European Union for the resolution of consumer disputesPlatformhalf.
- Return of problem products
8.1. Information about collection points for waste generated from a problem product (e.g.: battery and battery, motor vehicle, electrical and electronic device, tire, agricultural plastic) can be found in Environmental Servicesfrom the website.
