GENERAL PROVISIONS

1.1. These terms and conditions (hereinafter: Terms) of the online store pood.heatline.ee (hereinafter: Online Store) apply to purchases made on the website pood.heatline.ee. The seller of the products is HEATLINE OÜ (hereinafter: Seller), registered at Harju County, Tallinn, Nõmme district, Sihi tn 44, 11615, registration code 14583123, email address info@heatline.ee. The Terms regulate the legal relationships between the Seller and the customer (hereinafter: Customer) purchasing products from the Online Store.

1.2. The Seller has the right to unilaterally modify and supplement the Terms by publishing the new Terms on the website pood.heatline.ee. If the Customer places an order before the changes take effect, the Terms applicable at the time of the order submission shall apply.

1.3. The Customer has the option to save and print the Terms before placing an order.

1.4. By confirming the order, the Customer agrees to comply with the Terms of the Online Store.

1.5. The contact details for the Online Store’s customer service are: info@heatline.ee. The customer service operates Monday to Friday from 08:00 to 17:00 (excluding national holidays).

PLACING AN ORDER

2.1. Orders can be placed in the Online Store as a registered customer. Additionally, orders can also be placed via phone.

2.2. The Customer selects the desired product(s) from the Online Store and adds them to the order.

2.3. The Customer selects the order fulfillment date and the preferred time range (2-hour interval), as well as the delivery method and location (see section 4 of the Terms).

2.4. The Customer confirms the order and pays for it in full using the payment options provided by the Seller. The Customer must verify before payment that the products, quantities, and prices in the order match their actual preferences. If necessary, the product details can be clarified over the phone.

2.5. After completing the payment via a bank link, the Customer must click the “Return to Merchant” button.

2.6. The Seller sends the Customer an automatic email confirmation of order receipt and payment.

2.7. The Seller begins order fulfillment once the Customer has confirmed the order and made full payment.

2.11. Products are stored and transported in refrigerated conditions based on their specific requirements.

2.12. The Seller has the right to set minimum and maximum weight/quantity limits for products that the Customer can order. For instance, some products may not fit in parcel lockers.

2.13. The Seller has the right to refuse order fulfillment by notifying the Customer via email and stating the reason. If the Seller refuses to fulfill an order, the order amount will be refunded according to section 7.6 of the Terms.

PRODUCT PRICES AND PAYMENT METHODS

3.1. Product prices in the Online Store are displayed in euros and include VAT.

3.2. The prices applicable at the time of purchase in the Online Store apply to products. If the selling price has changed by the time of delivery, the price valid at the time of order submission remains in effect.

3.3. The Customer pays for the order in full in advance using the payment methods indicated in the Online Store. A service fee may be added to the order price according to the agreement between the Customer and the bank or credit card provider. Payment is processed in a secure environment – via bank links through respective banks and via credit card through EveryPay’s secure environment. The Seller does not have access to the Customer’s banking or credit card information.

ORDER DELIVERY

4.1. The order is delivered according to the Customer’s selection, either to a parcel locker or via courier service to the Customer’s specified address on weekdays from 10:00 to 17:00 (excluding national holidays).

4.2. Product inspection and transfer of risk for product damage or loss.

4.2.1. Upon receiving the order, the Customer must check the products against the invoice/delivery note. Any non-compliant products (e.g., damaged/defective items, incorrect products, unsuitable substitutes) must be noted on the invoice/delivery note left with the courier or reported to the Seller’s customer service via email.

4.2.2. If upon inspection the Customer finds unordered, defective, or damaged products, they must immediately notify the Seller’s customer service. If the order is delivered by courier, any detected issues must be reported and the incorrect or defective products returned to the courier immediately.

4.2.3. The risk of product damage or loss transfers to the Customer upon receipt.

4.3. The logistics partners handling deliveries are Omniva or the courier service provider OSC Transport.

4.4. Delivery fees are displayed in the Online Store during the order process, next to the selected delivery method.

PROCESSING OF CUSTOMER PERSONAL DATA

5.1. The Seller ensures that the Customer’s personal data is used only in compliance with data protection laws, primarily to fulfill the order.

5.2. The Seller processes the Customer’s personal data for the following purposes:

• Fulfilling orders placed in the Online Store;

• Managing customer relations and communication;

• Responding to customer inquiries;

• Legitimate interests;

• Consumer behavior research;

• Sales statistics compilation;

• Managing and improving Online Store services.

5.3. The Seller takes all necessary administrative, technical, and physical measures to protect Customer data. Access to personal data is granted only to authorized individuals.

WITHDRAWAL FROM THE AGREEMENT, RETURNING PRODUCTS, AND REFUNDS

7.1. The Customer has the right to withdraw from the agreement (cancel the order) within 14 calendar days of receiving the order by sending a request via email.

7.4. The right to withdraw does not apply to products that, by their nature, cannot be returned, including:

• Refrigerated and frozen products, as well as perishable goods (marked “Best before …”).

7.6. Refunds made by the Seller under these Terms shall be processed within 7 working days from the specified order delivery date. Refunds are issued to the same account from which the order was paid.

COMPLAINTS AND LIABILITY

8.1. If the Seller fails to fulfill their obligations, the Customer has the right to demand performance, refuse their own obligations, claim damages, request a price reduction, charge default interest in case of delayed payments, or withdraw from the contract.

8.2. The Seller is liable for non-compliance of purchased products for 2 years from the date of transfer to the Customer. If the sale is to a consumer, any non-conformity detected within 6 months of delivery is presumed to have existed at the time of transfer unless such a presumption contradicts the nature of the product or defect. The Customer must notify the Seller of non-conformities within 2 months of discovering them.

8.3. Complaints about non-conforming products must be submitted via email to info@heatline.ee. The complaint should include the Customer’s name, contact details, complaint date, detected defect, and a copy of the purchase receipt.

8.6. If a dispute cannot be resolved through negotiations, the Customer may contact consumer protection authorities or file a lawsuit in a court of law.