Refund policy

Return and Order Cancellation Policy

1. General Provisions

1.1. This policy applies to all orders placed through our online store. All shipments are carried out by the DPD courier service to the address specified by the customer.
1.2. Since the purchase is made remotely (via the internet), the customer has the right to cancel the contract without giving any reason within 14 calendar days from the moment of receiving the goods. The period starts from the day when DPD marks the parcel as delivered (the moment of receipt by the customer).

2. Order Returns (we cover the return shipping costs and refund the full amount)

2.1. We voluntarily provide the customer with very favorable conditions: all expenses for the return shipment of goods when exercising the right of withdrawal are borne by the seller.
2.2. Upon return, we refund the customer the full amount paid (the cost of the goods and delivery), provided the goods are returned in accordance with the conditions of section 3.
(This condition is our commercial policy and applies in addition to the consumer rights provided by law.)

3. Conditions for Returning Goods under the 14-Day Right of Withdrawal

3.1. The goods must be returned in a condition suitable for resale: clean, without signs of use, and in full комплектации (including original packaging and accessories), unless otherwise agreed.
3.2. The return is accepted provided that the seller is notified in advance of the withdrawal (info@pagwood.ee) within 14 days from the receipt of the goods. After receiving the notification, we will either send the customer a prepaid DPD return label, or it will be already attached to the product, or we will otherwise organize the return at the seller's expense.
3.3. We undertake to refund the customer immediately, but no later than within 7 business days from the receipt of the notification of the desire to cancel the contract. However, we may delay the refund until we receive the goods back or until we receive proof of shipment from the customer — in accordance with the refund provisions.

4. Exceptions — Custom (Personalized) Items

4.1. The 14-day right of withdrawal does not apply to goods made to the customer's individual requirements (for example: non-standard size based on measurements, personal engraving with text, unique inlay, or other modifications that make the product unique). In such cases, returns are not permitted, unless otherwise agreed by the parties.

5. Defects and Warranty Claims

5.1. If the product is defective or does not match the description, the customer has the right to submit a written claim within the period established by law - 24 months, from the day of receiving the product; the seller reimburses the costs of return shipping and rectifies the defect, replaces the product, or refunds the money in accordance with the law.

6. Refund Procedure

6.1. The refund is made using the same method that was used for payment, unless otherwise agreed.
6.2. The refund is made in full, but no later than 7 business days from the receipt of the declared withdrawal or the receipt of the returned goods (see clause 3.3).

7. Contacts for Returns and Complaints

E-mail: info@pagwood.ee
Phone: +37255507200
In your communication, please indicate the order number, date of purchase, and, if available, a photo of the product (in case of a claim).

8. Applicable Law and Dispute Resolution Procedure

8.1. The relations between the seller and the customer are governed by the laws of the Republic of Estonia, in particular the Law of Obligations Act and the Consumer Protection Act; where necessary, relevant European Union acts and directives regulating distance selling and the right of withdrawal are also applicable.
8.2. In the event of claims, the customer must first contact the seller (see the "Contacts for Returns and Complaints" section).
The seller undertakes to respond within the legally established timeframe. If the dispute cannot be resolved directly, the customer may use pre-trial and administrative mechanisms:
a) submit a complaint or application to the Consumer Disputes Committee of the TTJA; the resolution of the dispute by the Committee is free of charge and usually aims at amicable settlement.
b) seek consultation or assistance from the Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA) — the Consumer Protection and Technical Surveillance Authority.
8.3. If pre-trial/alternative methods do not yield results, the dispute may be referred to a court. For disputes with an entrepreneur registered in Estonia, the court of first instance is usually the corresponding county court — for example, "Harju County Court" (Harju maakohus) for cases related to Tallinn and Harju County.
8.4. For consumers from other EU countries, the ECC-Net / ODR (Online Dispute Resolution platform for resolving cross-border disputes) network is available, as well as other alternative dispute resolution procedures.
8.5. Please note the procedural deadlines: some procedures (e.g., referring a case to the Disputes Committee or applying to a court) have statutes of limitations/deadlines (sometimes up to 3 years for submitting a consumer claim) - we recommend not delaying your application.

9. Note

9.1. For certain promotions/goods, we reserve the right to set special return rules — in such cases, the information will be explicitly stated in the product card and in the confirmation email.