How should you submit the complaint?
When a problem occurs you must immediately contact the trader. If the trader does not react to the spoken complaint, you should submit it in writing along with the copy of the document certifying the performance of a purchase.
Submitted complaint should include: 1. your name and contact details;
2. the date of submission of the complaint;
3. the defects of the goods or services;
4. the claim submitted to the trader.
Trader is obligated to accept your complaint and give you an answer within reasonable time, usually not later than two weeks. You have a right to ask for a written proof, that they have accepted your complaint. If the trader refuses to respond to your complaint or gives you an unacceptable answer, you can contact the officers of the European Consumer Centre of Estonia or you can or you can contact the European Consumer Centre of your own country.
NB: You should not submit the complaint in case:
- you have used the product (for example shoes) every day and as a result it is just worn-out;
- the product has been misused;
- the product has been mistreated and as a result it is damaged (burned, cut, ruptured, chemically damaged).
If you should have any additional questions or problems you can always contact European Consumer Centre of Estonia.
You can submit a written complaint to the consumer complaint committee (hereinafter committee) through the Consumer European Consumer Centre if a trader has refused to settle a complaint made by you or you do not consent to the solution proposed by the trader.
The consumer complaints committee is an independent institution, which settles disputes between consumers and traders. Committee functions as the ADR (Alternative Dispute Resolution). The committee is competent to settle disputes arising from contracts between consumers and traders if the parties have not been able to settle the disputes by agreement and if the value of the disputed goods or services is at least 300 kroons.
Suing should be the last resort in protecting your rights even though there are some problems that can be solved only in court (moral injury for example).
All rights that have been mentioned in this material apply also for goods that have been purchased by mail outlets or were on sale, except on an occasion when the products are on sale because of a defect (in such cases there must be very clear note, informing the consumers of this defect) and except on second hand products.
