14-Day Right of Withdrawal
Your key rights at a glance
You have 14 calendar days to change your mind after receiving your order. No reason needed.
You pay for return shipping. We refund you within 14 days of receiving your withdrawal notice.
This right applies to consumers only and does not apply to Business Customers.
As a consumer purchasing goods online, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your goods, without giving any reason and without penalty. This right exists under Estonian and EU law and cannot be waived or restricted by us.
Exercising this right is not the same as making a warranty or defect claim. If you believe your product is faulty or not as described, please refer to our Warranty Terms instead, which may offer you a stronger remedy.
The 14-day withdrawal period begins on the day you, or a person you designated (other than the carrier), physically receive the goods.
- For a single-item order: the day you receive that item.
- For a multi-item order delivered in one shipment: the day you receive the last item in the shipment.
- For an order delivered in multiple separate shipments: the day you receive the last shipment.
The period ends at midnight on the 14th calendar day. If the 14th day falls on a Saturday, Sunday, or Estonian public holiday, the deadline is extended to the end of the next business day.
To withdraw from your purchase, you must inform us of your decision before the 14-day deadline. You can do this in either of the following ways:
Option A: Email us
Send a clear written statement to hello@klarq.ee stating that you wish to withdraw from your purchase. Include your name, order number, and the item(s) you wish to return. You may use the Model Withdrawal Form in §4 of this document, but you are not required to. Any clear written statement is sufficient.
Option B: Use the model withdrawal form
Complete the model withdrawal form set out in §4 and send it to hello@klarq.ee. We will send you an acknowledgement of receipt by email promptly.
Important: It is sufficient to send your withdrawal notice before the 14-day deadline expires. You do not need to return the goods by day 14. Only your notice must be sent within the period.
You are not required to use this form. Any clear written statement will do. However, if you wish to use it, complete and send it to hello@klarq.ee.
To: Brandweb OÜ, Sütemetsa tee 8-10, 76916 Tiskre, Harjumaa, Estonia / hello@klarq.ee
I / We (*) hereby give notice that I / We (*) withdraw from my / our (*) contract of sale of the following goods:
(*) Delete as appropriate.
After sending your withdrawal notice, you must return the goods to us without undue delay and no later than 14 calendar days after the day you sent your notice.
Package the product securely, ideally in its original packaging with all accessories, manuals, and included items.
Send the return to: Brandweb OÜ, Sütemetsa tee 8-10, 76916 Tiskre, Harjumaa, Estonia
Use a trackable shipping method and keep proof of postage. We recommend a tracked service; we cannot be responsible for items lost during return transit.
Email us your tracking number at hello@klarq.ee so we can monitor the return.
Who pays for return shipping?
You are responsible for the direct cost of returning goods when exercising your right of withdrawal. We do not provide prepaid return labels for withdrawal returns.
This does not apply if you are returning a product because it is defective or not as described. In those cases, we cover return shipping costs under our Warranty Terms.
What we refund
We will refund:
- The full price you paid for the returned product(s); and
- The standard delivery cost of your original order (meaning the cheapest delivery option we offered at checkout). If you chose a more expensive delivery method, we refund only the standard cost.
We do not refund the return shipping costs you incur when sending the item back to us.
Refund timeframe
We will process your refund within 14 calendar days of the day we receive your withdrawal notice. However, we may withhold the refund until we have received the goods back, or until you provide proof of return shipment, whichever is earlier.
Refund method
Refunds are issued via your original payment method. We will not charge you any fees for the refund itself.
You are entitled to handle the goods to the extent necessary to establish their nature, characteristics, and functioning, in the same way you would in a physical shop. This means you may open the packaging and inspect the item.
However, if you have used the product beyond what is necessary for this inspection (for example, if the item shows signs of use, has been installed, configured, or shows wear) we are entitled to deduct an amount from your refund reflecting the diminished value of the goods.
We will notify you of any deduction before processing your refund and explain the basis for it. You are entitled to dispute a deduction.
To avoid any deduction, return products in their original condition with all accessories, packaging, and documentation. Products returned broken, incomplete, or showing clear signs of extended use may result in a partial refund.
The right of withdrawal does not apply to all products. Based on our current product range, the following exemptions from EU and Estonian law are relevant:
Sealed goods unsealed after delivery, where return is not suitable for hygiene or health protection reasons.
If a product in this category has had its seal broken after delivery, it cannot be returned under the right of withdrawal. We will make clear on the product page where this exemption applies.
Goods made to the consumer's specification or clearly personalised.
If we offer any custom-configured products, these will not be eligible for withdrawal. Any such products will be clearly marked before purchase.
Sealed audio or video recordings or sealed computer software where the seal has been broken after delivery.
This exemption is included for completeness, though we do not currently sell products of this type.
Where an exemption applies, it will be clearly stated on the product page before you complete your purchase. If you are unsure whether a product is exempt, please contact us at hello@klarq.ee before ordering.
If you are a consumer resident in another EU member state, you benefit from the same 14-day right of withdrawal as required by EU Consumer Rights Directive 2011/83/EU, and any mandatory additional protections under the law of your country of residence.
The 14-day right of withdrawal is a consumer right. It does not apply to Business Customers purchasing goods for commercial purposes. If you are a Business Customer and wish to discuss a return, please contact us at hello@klarq.ee and we will consider requests on a case-by-case basis.
This document is based on and complies with the following legislation: