Refund policy

This policy applies to consumer purchases from BalticSupply, operated by Novagrande OÜ. The same return conditions apply to all customers, including registered account holders.

14 days to change your mind

You may withdraw from your purchase without giving a reason within 14 days of receiving your goods. If goods from one order arrive separately, the period starts when you receive the last item.

To meet the deadline, send us your withdrawal notice before the 14-day period expires.

How to request a return

Email contact@balticsupply.ee.

Please include your name, order number and the items you wish to return. A clear statement that you wish to withdraw is sufficient; you do not need to explain why.

We will confirm receipt of your notice by email. Your right to withdraw does not depend on our approval.

Sending items back

Send the items back without undue delay and no later than 14 days after notifying us of your withdrawal.

Return address:

Novagrande OÜ
Tuleviku tee 10
Peetri alevik, Rae vald
75312 Harju maakond
Estonia

You pay the direct return shipping costs when you change your mind. Arrange the shipment yourself and keep proof of posting. Include your order number so we can identify the return.

Please return the items with their supplied accessories and pack them securely. Use the original packaging where possible; its absence alone does not remove your right to withdraw.

You may inspect and try the goods as you would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Any deduction will reflect the actual reduction in value and will be explained to you.

When we do not require a return

In some cases, we may refund an item without asking you to send it back. We decide this individually, taking into account the item’s value and the cost of returning and processing it.

There is no automatic price threshold. Unless we confirm otherwise in writing, the normal return requirements and deadlines apply.

Refunds

We will refund you without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold the refund until we receive the returned goods or proof that you have sent them back, whichever happens first. If we confirm that no return is required, we will not withhold the refund on that basis.

When you withdraw from the entire order, we also refund the original delivery charge up to the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery option are not refundable.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Exchanges

For a different size, colour or product, return the original item under this policy and place a new order. We do not offer direct exchanges for change-of-mind returns.

This does not affect your right to a replacement for faulty or incorrect goods.

Faulty, damaged or incorrect goods

If your item is faulty, arrives damaged or is not what you ordered, contact contact@balticsupply.ee with your order number and a description of the problem. Photos are helpful where the issue is visible.

You have statutory rights concerning defects for which we are responsible that become apparent within two years of delivery. Please notify us promptly and no later than two months after discovering the defect.

You may generally request a free repair or replacement, subject to the conditions set by law. A price reduction or refund may be available where repair or replacement is impossible, unsuccessful, not completed within a reasonable time, or another legal ground applies.

We cover the necessary return shipping and other costs of resolving defects for which we are responsible. Contact us for return arrangements before sending the item back. We will respond to your complaint in writing within 15 days.

These rights are separate from the 14-day withdrawal period.

Exceptions to the right of withdrawal

Where applicable, the 14-day withdrawal right does not cover:

Goods made to your specifications or clearly personalised.
Goods that deteriorate or expire rapidly.
Sealed goods unsuitable for return for health or hygiene reasons, if unsealed after delivery.
Sealed audio or video recordings or computer software, if unsealed after delivery.
Digital content supplied without a physical medium once supply begins, provided you expressly consented to this and acknowledged the loss of your withdrawal right, and the required confirmation was provided.

These exceptions do not remove your statutory rights concerning faulty or incorrect goods.

Optional withdrawal form

You may use the following form, but it is not compulsory:

To: Novagrande OÜ, Tuleviku tee 10, Peetri alevik, Rae vald, 75312 Harju maakond, Estonia; contact@balticsupply.ee

I hereby withdraw from the contract for the purchase of the following goods:

Goods:
Order number:
Ordered on / received on:
Consumer name:
Consumer address:
Date:
Signature, only if submitted on paper: