Terms and conditions

Terms of Sale of the Nuestro Online Store

These Terms of Sale apply to purchases made from the Nuestro online store and govern the rights and obligations of the customer and the operator of the online store in connection with placing an order, payment, delivery, returns, refunds, and the submission of complaints.

These Terms of Sale apply to all orders placed through the Nuestro online store. Statutory consumer rights apply to natural persons who enter into a transaction outside their economic or professional activities. Consumer-specific provisions do not apply to legal entities or natural persons making a purchase for economic or professional purposes, unless otherwise provided by law.

1. Operator of the Online Store

The Nuestro online store is operated by:

Business name: OÜ FULDER
Registry code: 10803473
VAT identification number: EE100730160
Registered address: Vitamiini tn 7, Tartu, Tartu County, 51014, Estonia
Email: fulderinfo@gmail.com

Hereinafter, OÜ FULDER is referred to in these Terms of Sale as the seller or the online store.

2. Products and Prices

The product descriptions, product images, prices, and availability information displayed in the Nuestro online store are presented as accurately and as up to date as reasonably possible.

Product images are illustrative. The actual colour, appearance, dimensions, or contents of a product may differ slightly depending on the manufacturer, production batch, material properties, or the settings of the customer’s screen.

All prices displayed in the online store are stated in euros and include VAT unless clearly stated otherwise on the website.

A delivery charge may be added to the price of the product. The delivery method, delivery cost, and final total of the order are displayed to the customer before the order is confirmed.

The seller has the right to change product prices, descriptions, and availability. Such changes do not affect orders for which a sales contract has already been concluded.

If the price of a product or other information is clearly incorrect due to a technical error and the customer should reasonably have recognised the error, the seller has the right to cancel the order. The seller will notify the customer as soon as possible and refund all amounts paid for the order.

3. Placing an Order

To place an order, the customer adds the desired products to the shopping cart, selects a suitable delivery and payment method, and enters the information required to fulfil the order.

Before confirming the order, the customer can review and amend the contents of the shopping cart and correct the information entered.

The customer is responsible for the accuracy and completeness of the information provided when placing the order. Incorrect or incomplete information may delay the fulfilment of the order or make delivery impossible.

By placing an order, the customer confirms that they have reviewed and accepted the Terms of Sale and the Privacy Policy.

After the order has been placed, an order confirmation will be sent to the email address provided by the customer.

The sales contract is deemed concluded after successful confirmation of payment and the sending of the order confirmation to the customer, unless otherwise stated in connection with the selected payment method.

4. Refusal to Fulfil an Order

The seller has the right to cancel an order in full or in part if:

  • the ordered product cannot be supplied;

  • the product is out of stock;

  • the price or product information was clearly incorrect due to a technical error;

  • payment has not been received or cannot be confirmed;

  • fulfilment of the order is impossible due to incorrect or incomplete information provided by the customer;

  • another circumstance beyond the seller’s control makes fulfilment of the order impossible.

The seller will notify the customer of the cancellation as soon as possible. If the customer has already paid for the order, the amount paid for the cancelled order or cancelled part of the order will be refunded.

5. Payment

Orders may be paid for using the payment methods displayed in the Nuestro online store.

When making a payment, the customer may be redirected to the secure payment environment of a bank, payment service provider, or other payment intermediary.

The seller does not store the customer’s full bank card details, online banking authentication details, or other security information entered in the payment environment.

The order will be processed after payment has been received or successful payment has been confirmed.

6. Delivery

Products are delivered using the delivery method selected by the customer to the address, parcel terminal, collection point, or other agreed destination specified in the order.

The available delivery methods, estimated delivery time, and delivery cost are displayed during checkout before the purchase is confirmed.

The delivery period is generally calculated from the time payment is received or successful payment is confirmed.

The seller will make reasonable efforts to ensure that the order reaches the customer within the indicated delivery period. Delivery may take longer due to circumstances beyond the seller’s control, including the workload of the delivery partner, public holidays, weather conditions, traffic disruptions, or other extraordinary circumstances.

If the order cannot be fulfilled within the indicated or a reasonable period, the seller will contact the customer and offer the customer the opportunity to:

  • accept a new delivery date;

  • select a suitable replacement product;

  • cancel the order and receive a refund.

The risk of accidental loss of or damage to the goods passes to the consumer when the goods are received.

If the packaging is visibly damaged upon delivery, the customer is advised, where possible, to document the damage together with the delivery partner and notify the seller as soon as possible. Failure to do so does not deprive the consumer of their statutory rights.

An order delivered to a parcel terminal or collection point must be collected within the storage period specified by the delivery partner. Failure to collect the parcel does not constitute withdrawal from the sales contract.

If a parcel is returned to the seller because the customer failed to collect it on time or provided incorrect delivery information, the customer may be liable, to the extent permitted by law, for reasonable direct costs related to redelivery or the return of the parcel.

7. Consumer’s Right of Withdrawal

A consumer has the right to withdraw from a sales contract concluded through the Nuestro online store without giving a reason within 14 days.

The withdrawal period begins on the day on which the consumer or a third party designated by the consumer, other than the carrier, obtains physical possession of the goods.

If the goods included in one order are delivered separately, the withdrawal period begins on the day on which the consumer receives the last item.

To exercise the right of withdrawal, the consumer must submit an unambiguous withdrawal statement to the seller within 14 days by email to:

fulderinfo@gmail.com

The consumer may use the model withdrawal form included at the end of these Terms of Sale, although its use is not mandatory.

The withdrawal statement should preferably include:

  • the customer’s name and contact details;

  • the order number;

  • the name and quantity of the product being returned;

  • the date on which the order was received;

  • a clear statement that the customer wishes to withdraw from the sales contract.

The withdrawal deadline is deemed to have been met if the withdrawal statement is sent before the end of the 14-day period.

8. Returning the Goods

The consumer must return the goods to the seller no later than 14 days after submitting the withdrawal statement.

Unless another return address is stated in the online store or communicated by the seller in writing, the goods must be returned to the seller’s registered address:

OÜ FULDER
Vitamiini tn 7
Tartu, Tartu County, 51014
Estonia

Before sending the goods, the consumer is advised to contact the seller to agree on a suitable return method. Contacting the seller is not a condition for exercising the right of withdrawal.

The consumer bears the direct cost of returning the goods, unless:

  • the reason for the return is an error made by the seller;

  • the wrong product was delivered;

  • the product is defective;

  • the seller failed to properly inform the consumer before the purchase that the consumer would bear the return costs;

  • the seller has agreed to bear the return costs.

If, due to its nature or dimensions, the goods cannot normally be returned by post, the cost of returning the goods may depend on their dimensions, weight, location, and the selected transport provider.

The consumer is liable for any reduction in the value of the goods only if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

The consumer may inspect and test the goods in the same manner as would normally be permitted in a physical shop.

The absence of the original packaging does not automatically exclude the right of withdrawal. Where possible, the goods should be returned together with the original packaging, accessories, instructions, and any other items supplied with the product.

9. Refunds

Upon valid withdrawal from the sales contract, the seller will refund the consumer:

  • the amount paid for the returned goods;

  • the cost of standard delivery to the extent required by law.

If the consumer selected a delivery method that was more expensive than the least expensive standard delivery method offered by the seller, the seller is not required to reimburse the additional delivery cost.

The refund will be made without undue delay and no later than 14 days after receipt of the withdrawal statement.

The seller has the right to withhold the refund until the returned goods have been received or until the consumer has provided evidence that the goods have been sent back, whichever occurs first.

The refund will generally be made using the same payment method used by the consumer for the original transaction, unless the parties have expressly agreed otherwise. The consumer will not incur any service charge as a result of the refund.

If the value of the returned goods has decreased due to the consumer’s actions, the seller has the right to reduce the refundable amount by the amount of the reduction in value.

10. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases provided by law, including, among others:

  • goods made to the consumer’s specifications or clearly personalised;

  • goods that are liable to deteriorate or expire rapidly;

  • sealed goods that are not suitable for return for health protection or hygiene reasons if they were unsealed after delivery;

  • goods that, after delivery, have become inseparably mixed with another item due to their nature;

  • other goods or contracts for which the right of withdrawal is excluded by law.

An exception to the right of withdrawal applies only where the legal requirements for that exception have been met.

11. Defective Goods and Submission of Complaints

The seller is liable for any lack of conformity of goods sold to a consumer that becomes apparent within two years from the date on which the goods were delivered to the consumer.

The consumer must notify the seller of the defect as soon as possible, but no later than two months after becoming aware of it.

If a defect becomes apparent within one year from the date on which the goods were delivered to the consumer, it is presumed that the defect existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the nature of the defect.

Complaints must be sent to:

fulderinfo@gmail.com

The complaint should, where possible, include:

  • the customer’s name and contact details;

  • the order number or other proof of purchase;

  • the name of the defective product;

  • the date on which the defect appeared and a description of the defect;

  • the solution requested by the customer;

  • where possible, photographs or videos showing the defect.

The seller will acknowledge receipt of a written complaint and respond to the consumer’s written complaint within 15 days.

If the complaint cannot be resolved within 15 days, the seller will inform the consumer of the reason for the delay and the further course of the proceedings.

In the case of defective goods, the consumer has the right, under the conditions provided by law, to request primarily the free repair or replacement of the goods.

If repair or replacement is impossible, unsuccessful, not completed within a reasonable period, or causes the consumer unreasonable inconvenience, the consumer may have the right to request a reduction in the purchase price or withdraw from the sales contract.

Reasonable costs related to the repair or replacement of defective goods, including transport, postage, labour, and material costs, will be borne by the seller where the seller is liable for the defect.

The seller is not liable for defects arising after delivery as a result of:

  • incorrect or unintended use of the goods;

  • failure to follow installation, operating, or maintenance instructions;

  • normal wear and tear;

  • mechanical or other damage caused by the customer;

  • unauthorised modification or repair of the goods;

  • another circumstance for which the seller is not liable under the law.

The statutory right to submit a complaint must not be confused with a commercial guarantee. A commercial guarantee applies only where the manufacturer or seller has separately provided such a guarantee for the specific product.

12. Use of Products and Safety

The customer must use the purchased products in accordance with their intended purpose, instructions for use, maintenance instructions, and safety requirements.

Extra caution must be exercised when using barbecues, barbecue accessories, fire pits, metal products, and other products that come into contact with fire or heat.

Products that come into contact with heat must be used at a safe distance from combustible materials and in a manner that does not endanger people, animals, property, or the environment.

Children must not be left unattended near fire, hot surfaces, or an operating barbecue.

The seller is not liable for damage to the extent that such damage has resulted from incorrect or unintended use, inadequate maintenance, failure to comply with safety requirements, or other actions of the customer.

Nothing in this section restricts the consumer’s statutory rights or the seller’s liability for defective or dangerous products.

13. Processing of Personal Data

The seller processes the customer’s personal data primarily for:

  • receiving and fulfilling orders;

  • processing payments;

  • arranging delivery;

  • providing customer support;

  • handling returns and complaints;

  • fulfilling accounting and other legal obligations.

Personal data necessary for the fulfilment of an order may be disclosed to a payment service provider, delivery partner, IT service provider, or another service provider to the extent necessary for the provision of the relevant service.

Further details concerning the processing of personal data are set out in the Nuestro Privacy Policy.

14. Liability and Force Majeure

The seller and the customer are liable for damage caused to each other on the grounds and to the extent provided by law.

The seller is not liable for any delay in or failure to fulfil an order if caused by a circumstance beyond the seller’s control that the seller could not reasonably have foreseen or avoided.

Such circumstances may include, among others, a natural disaster, major power or communications failure, fire, war, strike, government restriction, significant supply-chain disruption, or another event of force majeure.

In the event of force majeure, the seller will notify the customer as soon as possible and make reasonable efforts to resolve the situation.

Nothing in this section restricts the consumer’s statutory rights.

15. Dispute Resolution

Any disputes between the customer and the seller will first be resolved through negotiations.

Complaints and enquiries concerning disputes must be sent to:

fulderinfo@gmail.com

If the consumer and the seller are unable to resolve the dispute by agreement, the consumer has the right to submit the dispute for out-of-court resolution to the Consumer Disputes Committee.

The Consumer Disputes Committee is an independent and impartial consumer dispute resolution body operating within the Estonian Consumer Protection and Technical Regulatory Authority.

The consumer may also refer the matter to a competent court or use another legal remedy provided by law.

As a general rule, the Consumer Disputes Committee resolves contractual disputes between consumers who are natural persons and traders registered in Estonia.

16. Amendments to the Terms of Sale

The seller has the right to amend or supplement these Terms of Sale where necessary due to changes in legislation, the operation of the online store, delivery methods, payment methods, or other circumstances.

The amended Terms of Sale will be published on the Nuestro website.

Each order is governed by the Terms of Sale that were in force at the time the order was placed.

17. Applicable Law

The use of the Nuestro online store, orders placed through the online store, and sales contracts concluded through the online store are governed by the laws of the Republic of Estonia.

If any provision of these Terms of Sale is found to be wholly or partially invalid, this does not affect the validity of the remaining provisions.

In contracts concluded with consumers, these Terms of Sale will not be applied in a manner that restricts rights granted to consumers under mandatory legislation.

Last updated: 8 July 2026

Model Withdrawal Form

Send the completed form to fulderinfo@gmail.com or to the seller’s return address.

To:
OÜ FULDER
Vitamiini tn 7
Tartu, Tartu County, 51014
Estonia
Email: fulderinfo@gmail.com

I hereby give notice that I withdraw from the sales contract concluded through the Nuestro online store in respect of the following goods:

Product or products being returned:
....................................................................................

Order number:
....................................................................................

Date on which the order was placed:
....................................................................................

Date on which the goods were received:
....................................................................................

Name of the consumer:
....................................................................................

Address of the consumer:
....................................................................................

Email address or phone number of the consumer:
....................................................................................

Date:
....................................................................................

Signature of the consumer:
....................................................................................

A signature is required only if this form is submitted on paper.

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