Consumer

Online Shopping Rights in Estonia

14-day return right for distance purchases

Special protections for online and distance purchases under EU consumer law.

Key Rights at a Glance
14 days
to return
14 days
for refund
30 days
max delivery
2 years
warranty

14-Day Return Right

No Reason Required

You can return any online purchase within 14 days without giving any reason. This is your legal right under the Consumer Protection Act. [TKS]

Timeline

  • • Day 0: You receive the goods
  • • Days 1-14: Notify seller of withdrawal (email, form, letter)
  • • Next 14 days: Return the goods to seller
  • • Refund: Seller must refund within 14 days of return

How to Return

  1. Send written notice to seller (email is sufficient)
  2. Use withdrawal form if provided, or write your own statement
  3. Keep proof of notification (confirmation email, delivery receipt)
  4. Return goods within 14 days of notification
  5. Keep shipping receipt as proof
When 14-Day Return Does NOT Apply
  • ✗Custom-made or personalized products
  • ✗Perishable goods (food, flowers, etc.)
  • ✗Sealed hygiene products (once opened)
  • ✗Sealed audio/video recordings (once opened)
  • ✗Digital content (if download started with your consent)
  • ✗Newspapers, magazines, periodicals
  • ✗Fully performed services (if you agreed to start before 14 days)

Digital Content Rights

Special rules apply to digital downloads, streaming, and software.

Before Download Starts

  • • You have full 14-day withdrawal right
  • • You can cancel and get a full refund
  • • No reason required

After Download Starts

  • • If you consented to immediate download, you lose withdrawal right [TKS]
  • • Seller must get your explicit consent before starting
  • • You must acknowledge losing withdrawal right

Before You Buy: Seller Requirements

Online sellers must provide specific information before purchase. If they don't, your rights are extended. [VÕS]

Clear Total Price

Including all taxes, fees, and delivery costs

Seller Identity

Full legal name, address, and contact details

Product Details

Main characteristics of goods/services

Withdrawal Info

Clear explanation of 14-day return right

Delivery Time

When goods will be delivered

Payment Methods

Accepted payment options

Complaint Process

How to file complaints

Warranty Info

Legal warranty and any commercial guarantees

Safe Payment Methods

Recommended

  • ✓Credit card (chargeback protection)
  • ✓PayPal (buyer protection)
  • ✓Bank link (Estonian banks)
  • ✓Apple/Google Pay

Higher Risk

  • ✗Wire transfer (hard to recover)
  • ✗Cryptocurrency (no protection)
  • ✗Gift cards (often used in scams)
  • ✗Western Union/MoneyGram

Credit Card Chargeback

If seller won't refund, contact your bank within 120 days to dispute the charge. Chargebacks are easier for credit cards than debit cards.

Cross-Border Shopping

Shopping Within EU
  • • Same consumer rights as domestic purchases
  • • No customs fees or import VAT
  • • Use EU ODR platform for disputes
  • • ECC Estonia helps with cross-border complaints
  • • Seller must deliver within 30 days (unless agreed otherwise)
Shopping Outside EU
  • • Customs: Orders over €150 may have duties
  • • VAT: Estonian VAT (22%) applies to all imports
  • • Handling fees: Couriers charge €5-15 for customs clearance
  • • Local return may be difficult/expensive
  • • Limited legal recourse for disputes

When Things Go Wrong

Package Not Delivered

  • • Seller is responsible for delivery until you receive goods [VÕS]
  • • If 30 days passed, send written notice demanding delivery or refund
  • • Give reasonable deadline (7-14 days)
  • • If no response, file chargeback or complaint

Wrong or Different Item

  • • You're entitled to what you ordered, not a substitute [VÕS]
  • • Seller must pay return shipping for wrong items
  • • Choose: replacement or full refund

Defective Product

  • • 2-year legal warranty applies [VÕS]
  • • First: repair or replacement (seller's choice)
  • • If not possible: price reduction or refund

Seller Not Responding

  • • Try multiple contact channels
  • • Contact payment provider for chargeback
  • • File complaint with TTJA (Estonian) or ECC (EU)
  • • Consider small claims court for larger amounts

Marketplaces (Amazon, eBay, etc.)

Platform as Seller

When the platform sells directly (e.g., 'Sold by Amazon'), they are fully responsible for consumer rights.

Third-Party Sellers

When buying from third-party sellers, the seller (not the platform) is legally responsible. Platform may offer additional guarantees.

Platform Guarantees

Many platforms offer buyer protection programs (A-to-Z, eBay Money Back) that can be easier than legal remedies.

Related Guides

Consumer Rights Guide
Full overview of consumer protection in Estonia
VAT Guide
Understanding VAT for online purchases
Official Sources

Sources