Terms of service
OVERVIEW
This website is operated by Veluna. Throughout the website, the terms “we”, “us” and “our” refer to Veluna and the legal entity identified in Section 15.
Veluna provides this website, including the information, tools, products and services available through it, subject to your acceptance of these Terms of Service, our Privacy Policy, Return Policy, Shipping Policy and any other policies referenced on the website.
By visiting our website or purchasing a product from us, you agree to be bound by these Terms of Service. These Terms apply to all visitors and customers of the website.
Please read these Terms carefully before using the website or placing an order. Nothing in these Terms limits any mandatory consumer rights granted under Estonian or European Union law.
SECTION 1 – ONLINE STORE TERMS
By placing an order, you confirm that you have the legal capacity to enter into a purchase contract or that you have permission from your legal representative where required.
Our online store is hosted by Shopify Inc., which provides the e-commerce platform through which we offer and sell our products.
You may not use our website or products for any unlawful or unauthorised purpose or violate any applicable law while using our services.
SECTION 2 – GENERAL CONDITIONS
We reserve the right to refuse or cancel an order where there is a lawful and reasonable basis to do so, including suspected fraud, payment failure, pricing errors, product unavailability or misuse of the website.
Our products are currently available for delivery only within the Republic of Estonia. We do not accept orders requiring delivery outside Estonia at this time.
Your use of the website and any purchase made through it remain subject to mandatory Estonian and European Union consumer protection law.
SECTION 3 – PRODUCTS AND PRICES
Veluna offers reusable products intended to help reduce unwanted noise during sleep, rest, travel and other everyday situations.
Product images, colours and dimensions are displayed as accurately as reasonably possible. However, colours may appear slightly different depending on the customer’s screen and device settings.
All prices displayed on the website are in euros (€) and include Estonian value-added tax at the applicable rate, unless clearly stated otherwise.
We may change product descriptions, prices, promotions and availability at any time. Changes do not affect orders that have already been accepted, except where a clear pricing or technical error has occurred.
Discounts and promotional offers are subject to their stated conditions and availability.
SECTION 4 – ORDERS AND PAYMENT
An order is submitted when the customer completes the checkout process and confirms payment.
After the order has been submitted, the customer receives an electronic order confirmation. The purchase contract is considered concluded when we confirm the order.
The customer is responsible for providing accurate contact, delivery and payment information. We are not responsible for delays caused by incorrect or incomplete information supplied by the customer.
If we cannot fulfil an order, we will notify the customer and refund any payment received for the affected order.
We reserve the right to limit quantities purchased per person, household or order where reasonably necessary.
SECTION 5 – SHIPPING AND DELIVERY
We currently deliver orders exclusively within the Republic of Estonia.
Delivery costs €2.99 for orders under €30. Orders of €30 or more qualify for free delivery within Estonia. The applicable delivery charge is displayed during checkout before payment.
Orders are normally processed within 1–2 business days, excluding weekends and public holidays.
Standard delivery within Estonia typically takes 3–5 business days from dispatch. Delivery times are estimates and may occasionally be affected by the delivery provider, high order volumes, public holidays or circumstances beyond our reasonable control.
We use trusted local delivery providers and parcel machines, including Omniva, SmartPost and DPD.
After an order has been dispatched, the customer normally receives an email containing tracking information. Tracking information may take up to 24 hours to become active.
SECTION 6 – RIGHT OF WITHDRAWAL AND HYGIENE EXCEPTION
Consumers generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason.
Veluna products are supplied in sealed packaging and are unsuitable for return for health protection and hygiene reasons after the protective seal has been opened.
Therefore, the 14-day right of withdrawal does not apply if the customer has opened or removed the protective hygiene seal after receiving the product.
Products with the protective seal intact may be returned within 14 days of receipt. Returned products must be complete, unused and in their original packaging.
To exercise the right of withdrawal, the customer must notify us of the decision to withdraw before the 14-day period expires by contacting info@veluna.ee or by using the return request form available on our website.
The customer must return the goods within 14 days after submitting the withdrawal notice.
The customer bears the direct cost of returning goods when exercising the ordinary right of withdrawal, unless otherwise agreed or required by law.
Where the entire order is returned under the right of withdrawal, we will refund the payments received for the returned goods and the cost of the least expensive standard delivery option offered for the original order.
Refunds will be issued no later than 14 days after receiving the withdrawal notice. We may withhold the refund until the goods have been returned or the customer has provided evidence that the return has been sent.
SECTION 7 – DEFECTIVE, DAMAGED OR MISDESCRIBED PRODUCTS
The hygiene exception described in Section 6 does not affect the customer’s statutory rights concerning products that are defective, damaged, unsafe or do not correspond to their description.
Consumers may submit a claim concerning a lack of conformity within two years of receiving the product, in accordance with applicable Estonian law.
If a product is defective or does not conform to the purchase contract, the customer may be entitled to repair, replacement, a price reduction or a refund in accordance with applicable law.
To submit a product claim, please contact info@veluna.ee and provide:
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the order number;
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a description of the issue;
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relevant photographs or videos where reasonably necessary to assess the claim.
Opening the protective seal does not remove the customer’s statutory rights concerning a genuinely defective or misdescribed product.
The cost of returning a product with a confirmed defect or lack of conformity will be handled in accordance with applicable law.
SECTION 8 – ACCURACY OF INFORMATION
We make reasonable efforts to ensure that the information presented on the website is accurate and current.
Occasionally, the website may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, shipping charges, delivery times or availability.
We reserve the right to correct errors and update information. If an error materially affects an order that has already been placed, we will notify the customer and provide an appropriate solution, including cancellation and refund where necessary.
SECTION 9 – PERSONAL INFORMATION
The collection and processing of personal information through the website are governed by our Privacy Policy.
Personal information is processed only for lawful purposes, including order processing, delivery, customer service, fraud prevention and marketing where the customer has provided the required consent.
Payment information is processed securely by authorised payment service providers. We do not directly store complete payment card details.
SECTION 10 – THIRD-PARTY SERVICES AND LINKS
Our website may contain links to third-party websites or use services provided by third parties, including payment, delivery, analytics and e-commerce service providers.
We are not responsible for the content, privacy practices or availability of third-party websites that are not controlled by us.
The use of third-party services may also be subject to the terms and policies of the relevant service provider.
SECTION 11 – INTELLECTUAL PROPERTY
The content of this website, including the Veluna name, logo, product images, text, graphics and design elements, is owned by or licensed to Veluna and is protected by applicable intellectual property law.
Website content may not be copied, reproduced, distributed or used for commercial purposes without prior written permission, except where permitted by law.
SECTION 12 – LIMITATION OF LIABILITY
Nothing in these Terms excludes or limits any liability or consumer right that cannot be excluded or limited under applicable law.
To the extent permitted by law, Veluna is not responsible for indirect or consequential losses that were not reasonably foreseeable when the purchase contract was concluded.
This limitation does not apply to liability arising from defective products, intentional misconduct, gross negligence, personal injury or any other liability that cannot legally be limited.
We do not guarantee that access to the website will always be uninterrupted or error-free. Temporary interruptions may occur due to maintenance, technical issues or circumstances beyond our reasonable control.
SECTION 13 – GOVERNING LAW AND DISPUTE RESOLUTION
These Terms and purchase contracts concluded through the website are governed by the laws of the Republic of Estonia.
This choice of law does not deprive consumers of any mandatory protection granted by applicable consumer law.
If the customer has a complaint, the customer should first contact us at info@veluna.ee. We will review and respond to the complaint within 15 days, unless applicable law permits a longer response period in exceptional circumstances.
If the parties cannot resolve the dispute through negotiation, the consumer may contact the Estonian Consumer Disputes Committee or another competent dispute resolution body or court.
SECTION 14 – CHANGES TO THESE TERMS
We may update these Terms from time to time to reflect changes to our services, business practices or legal obligations.
The current version of the Terms is published on this page. Changes apply from the date the updated Terms are published and do not retroactively reduce rights arising from orders placed before that date.
SECTION 15 – CONTACT INFORMATION
Questions concerning these Terms, orders or our services may be sent to:
Brand: Veluna
Legal entity: KUL AUTO OÜ
Registry code: 16303628
Email: info@veluna.ee
Returns and product claims: info@veluna.ee
Address: Peterburi tee 26-7, Tallinn, 11411, Estonia