Refund policy

After receiving the order, the buyer has the right to withdraw from the contract concluded in the online store within 14 days. The right of withdrawal does not apply if the buyer is a legal entity.

To exercise the 14-day right of return, the ordered goods must not be used in any other way than is necessary to ensure the nature, characteristics, and functioning of the goods in the same way as allowed for testing goods in a physical store.

If the goods have been used for any other purpose or show signs of use or wear, the online store has the right to reduce the refundable amount according to the decrease in the value of the goods.

To return the goods, a notice of withdrawal from the purchase must be submitted—the form for which can be found here—and sent no later than 14 days after receiving the goods.

The cost of returning the goods shall be borne by the buyer, unless the reason for the return is that the returned item does not correspond to what was ordered (e.g., a wrong or defective item).

The buyer must return the goods within 14 days following the submission of the application or provide proof that they have handed over the goods to the carrier within the aforementioned period.

Upon receipt of the returned goods, the online store shall refund all payments received from the buyer under the purchase, but no later than 14 days from receiving the notice of withdrawal. If the returned goods do not reach the store within 14 days, the refund will be delayed until the goods have arrived and been inspected.

The online store has the right to withdraw from the sales transaction and demand the return of the goods from the buyer if the price of the goods in the online store was, due to an error, marked significantly below the market price of the goods.

Right to submit a complaint

In the event of a defect, the buyer has the right to contact the online store within 14 days at the latest by sending an email to kaja@alpakafarm.ee or calling +372 581 21151.

The online store is not responsible for defects (e.g., damaged packaging) that have occurred after the delivery of the goods to the buyer, i.e., during transit.

If the goods purchased from the online store have defects for which the online store is responsible, the store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the online store will refund all fees associated with the sales contract to the buyer. 

The online store will respond to the consumer's complaint in writing or in a format that allows written reproduction within 15 days.