Packraft.ee

WARRANTY &
CLAIMS

All products we sell carry a 24-month statutory warranty.

Seller details OÜ Uugi Talu · Registrikood: 14091383 · info@packraft.ee
These terms have been drawn up in accordance with the Estonian Law of Obligations Act (VÕS) and the Consumer Protection Act and apply to all products purchased in the packraft.ee online store.

Warranty period

The warranty period is 24 months from the date the product is handed over to the buyer. This meets the minimum consumer protection requirement under EU directive.

The warranty period is not the same as the product's service life — it is the period during which claims can be made for manufacturing or material defects.

If the product is replaced or a part under warranty is substituted, a new warranty period begins from the date of receipt of the relevant product or part.

Ajavahemik, mil ostja on esitanud pretensiooni ja ootab selle lahendamist, ei arvestata garantiiperioodi hulka.

What is a defect?

A defect is a change in a product's properties caused by use of unsuitable or poor quality material, failure to follow manufacturing technology, or an unsuitable design.

Not considered a defect A change in product properties resulting from normal wear during the warranty period, misuse, inadequate or incorrect maintenance, natural deterioration of materials, damage caused by the buyer or a third party, or other inappropriate interference.
Mechanical damage is not a warranty case If a packraft gets a hole from contact with a sharp object — a rock, a metal object on a weir, a branch, a knife or any other sharp item — this is mechanical damage, not a manufacturing defect. Such damage is not covered by warranty. Most mechanical damage can be repaired using a repair kit.

How to submit a claim?

To submit a claim, contact us by email at info@packraft.ee. Kirjeldage pretensiooni describing:

  • description of the defect — how it manifests,
  • when the defect was discovered,
  • proof of purchase (invoice number or order confirmation),
  • photos of the defect.

The buyer is obliged to submit a claim without delay after discovering the defect, so that it can be properly assessed and resolved.

When returning the product The product must be sent clean, dry and in suitable packaging. The seller is not obliged to accept a product that does not meet hygiene requirements. Postage costs for returning a defective product will be reimbursed to the buyer if the claim proves to be justified.

Resolving a claim

The seller is obliged to make a decision on the claim without delay, in more complex cases within three working days. The time for professional assessment is not counted within this period.

A claim, including rectification of the defect, must be resolved within 30 days at the latest from the date of submission, unless the seller and buyer agree on a longer period. If the deadline is exceeded, the buyer has the same rights as for an irremovable defect.

The seller shall provide the buyer with written confirmation of the submission, content, requested resolution and method of resolving the claim.

Removable defect

A removable defect is one that can be repaired without affecting the product's appearance, function and quality, and repair is possible within the prescribed time.

The buyer is entitled to request:

  • free and timely rectification of the defect,
  • replacement of the product (unless disproportionate given the nature of the defect),
  • replacement of a part (if the defect affects only part of the product).

If neither rectification nor replacement is possible, the buyer may request a price reduction or withdrawal from the contract.

Irremovable defect

A defect is considered irremovable if it cannot be rectified, or if rectification has not occurred within 30 days (or an agreed longer period).

In the case of an irremovable defect that prevents proper use of the product, the buyer is entitled to request:

  • replacement of the product with a new defect-free product, or
  • withdrawal from the sales contract.

Even for a removable defect, the buyer is entitled to replacement or withdrawal if the product cannot be properly used due to recurrence — i.e. the same defect has been rectified at least twice during the warranty period and reappears, or the product has at least three removable defects at the same time.

Non-conformity with the sales contract

If the product does not conform to the sales contract at the time of handover, the seller is obliged to immediately bring the product into conformity — either by repair or replacement, according to the buyer's preference. If this is not possible, the buyer may request a price reduction or withdrawal.

The buyer is obliged to carefully inspect the product upon receipt. In the event of a defect or non-conformity with the order, the seller must be notified without delay.

Non-conformity with the sales contract that appears within six months of receipt is presumed to have existed at the time of receipt — unless the nature of the product indicates otherwise or it is proven to the contrary.

14-day right of withdrawal

The consumer has the right to withdraw from the sales contract without giving a reason within 14 days of receiving the product (VÕS § 56). The product must be returned unused, in original packaging and with all components.

Return costs are borne by the buyer, unless the product is defective or does not conform to the order.

Processing of personal data

Buyer data is processed by the seller in accordance with the EU General Data Protection Regulation (GDPR) and the Estonian Personal Data Protection Act. More information is available in our privaatsuspoliitikas.

Dispute resolution

Disputes are first resolved through negotiation. In the absence of agreement, the consumer has the right to contact:

  • Consumer Protection and Technical Regulatory Authority (TTJA) — ttja.ee
  • European dispute resolution platform — ec.europa.eu/consumers/odr
  • Harju County Court (jurisdiction in Estonia)
Validity of terms These warranty terms take effect from May 2026. The seller reserves the right to amend the terms by notifying buyers via the online store. Amendments do not affect contracts concluded before the amendments take effect.