Useful to know for consumers


The Estonian Consumer Protection Act declares:

• Traders are responsible for goods and services, what they sell;
• Goods and services shall meet the established requirements, be harmless and have the characteristics which can normally be expected of them by consumers;
• Traders are required to provide truthful information to consumers.

These lawful rights of consumers apply to the sale of goods and services to consumers by traders, regardless of the place of business - shop, opened market, street, or distance buying by post.

For consumers it is always useful to read carefully the instruction manual, which is along with the goods. Also, it is important to pay attention to conventional signs, what point out the right way, how to take care and use goods for their intended purpose. It helps the consumer to prevent the situation that his/her ignorance might damage the goods in any way.

Prices - what the law says

When offering and selling goods, a trader shall indicate the selling price of the goods to consumers. All sellers must clearly display the full price, including VAT (value added tax). Prices shall be indicated in writing and be clearly legible, unambiguous and easily identifiable for consumers.

In addition the unit price must be indicated, if the goods are measured in the units like kilogram, litre, metre, square metre or cubic metre. If the goods are not measured in the units specified above, the price for any other single unit of the goods may be considered as the unit price. Also the advertisement addressed to consumers shall indicate the unit price of the goods.

Upon payment for goods and services, the trader shall provide the consumer with a document certifying the purchase of the goods or services, setting out at least:
1) the name or business name of the trader and the address of the place of business;
2) the date of the sale;
3) the price of each of the goods or each service and the total amount paid.

If the total amount to be paid by a consumer is less than 20 euros, the document shall be given to the consumer at his/her request.

If the goods are covered by a guarantee, consumers must get respective writing on the selling document or the special guarantee-letter accompanying the goods.


General requirements for labeling of goods

The label attached to goods offered to consumers shall be legible, understandable and unambiguous. In addition to the information presented on the label, traders must be able to inform consumers about the characteristics of the goods, about the meaning of used international signs and symbols etc.

Defective or second-hand goods shall be displayed separately from other goods and corresponding information about them shall be displayed at the place of sale. It helps consumers to make a right choice.

Foodstuffs and some other goods (for example, cosmetics and chemicals) have the minimum durability period. It must be indicated on the label attached to goods. This will help to get information about the time limits, how long the best characteristics of such goods will be preserved at demanded storing conditions.

If the goods have labeled by the producer with the "use before" date, then such goods are allowed to be on sale and used up to the indicated date (included).

When the indicated "best before" date has expired, such goods must be displayed separately from goods, which meet the requirements and special notice must be added, informing consumers about the expiring of the "best before" date. Keeping such goods for sale, the trader must be certain that they are harmless to life and health of the consumers and must display information concerning a reduction in the price of the defective goods.

When offering goods for sale, a trader shall not set the purchase of any goods as a precondition for the sale unless the producer has pre-packaged such goods in the same sales packaging. For example, if there is for sale a present-package compiled in the shop from two books, then these books must be also separately for sale in this shop.

The offering and sale of goods and services to consumers shall follow good trade practice and be honest with regard to the consumers. It is a traders responsibility to secure for consumers a possibility to re-measure or re-weigh the goods after buying in a shop.

In restaurants, bars and cafeterias the prices showed up in the menu must be used in a bill presented to the consumer. There is not allowed to add some extra reward for service. It would be for consumer to decide whether he/she gives a tip to compensate the waiter for a good service.

If possible the catering establishments must show up their price-list close to the front door. It will help consumers to make a suitable and agreeable choice before entering the business place.

If you have bought some faulty goods you can ask the seller to replace or repair the goods free of charge. About your choices of action have a look at "How to complain?"