Consumer Rights in Estonia
Returns, warranties, and dispute resolution
Strong EU Consumer Protections
14-Day Right of Withdrawal
For online and distance purchases, you have 14 days to return products without giving any reason. [TKS]
How It Works
- • 14 calendar days from receiving the goods
- • No reason required — just notify the seller
- • Return shipping may be at your cost unless seller agrees otherwise
- • Full refund (including original delivery) within 14 days
How to Withdraw
- Notify the seller in writing (email, form, letter)
- Keep a copy of your notification
- Return the goods within 14 days
- Receive your refund within 14 days of return
- • Custom-made or personalized products
- • Perishable goods (food, flowers)
- • Sealed hygiene products (once opened)
- • Digital content (if download started with consent)
- • Sealed audio/video/software (once opened)
- • Newspapers, magazines, periodicals
- • Fully performed services (with prior consent)
Legal Warranty (2 Years)
By law, products must be free from defects for 2 years from purchase. This is separate from any commercial guarantee offered by the seller. [VÕS]
What's Covered
- • Manufacturing defects existing at delivery
- • Product doesn't match the description
- • Product not fit for its intended purpose
- • Product doesn't have usual quality for its type
What's Not Covered
- • Damage caused by improper use
- • Normal wear and tear
- • Defects you knew about when buying
- • Damage from materials you provided
Burden of Proof
Repair or Replace
First, the seller must repair or replace the product free of charge.
Price Reduction
If repair/replacement is impossible or too costly, you can request a price reduction.
Full Refund
If neither repair nor replacement is possible, you can cancel the contract and get a refund.
Unfair Commercial Practices
Certain seller practices are prohibited under Estonian consumer protection law. [TKS]
Misleading Practices
- • False information about the product
- • Fake discounts or price comparisons
- • Hidden costs revealed only at checkout
- • Fake reviews or testimonials
- • Bait and switch advertising
Aggressive Practices
- • Persistent pressure to buy
- • Refusing to let the consumer leave
- • Threatening legal action without basis
- • Creating false urgency to buy now
- • Exploiting consumer's vulnerability
Filing Consumer Complaints
Contact the Seller
Always start by contacting the seller in writing. Keep copies of all correspondence.
Set a Deadline
Give the seller a reasonable deadline (14-30 days) to respond or resolve the issue.
Escalate if Needed
If the seller doesn't respond or refuses, file a complaint with the appropriate authority.
Seek Legal Help
For complex cases or larger amounts, consider consulting a consumer lawyer.
Consumer Protection Authority (TTJA)
Main Estonian authority for consumer complaints and market supervision.
ttja.ee →EU Online Dispute Resolution
For cross-border online purchases within the EU. Free online platform.
EU ODR Platform →European Consumer Centre Estonia
Helps with cross-border disputes within EU/EEA. Free service.
ECC Estonia →Sector-Specific Rights
Travel & Tourism
- • Flight delay/cancellation compensation (EU 261/2004)
- • Package travel protection (full refunds if cancelled)
- • Rail passenger rights for delays over 60 minutes
Financial Services
- • 14-day withdrawal right for credit agreements
- • Right to transparent fees and interest rates
- • Early loan repayment rights
Telecommunications
- • Number portability within 1 business day
- • EU roaming at domestic prices
- • Net neutrality rights
Energy
- • Right to switch providers freely
- • Clear billing information
- • Protection from disconnection for vulnerable consumers
Related Guides
Sources
- Consumer Protection Act (Tarbijakaitseseadus) — Consumer Protection Act
- Law of Obligations Act (Võlaõigusseadus) — Law of Obligations Act
- Consumer Protection Authority — Consumer Protection Authority