Refunds and withdrawal

§1 What you bought

A numbered digital certificate, supplied immediately, conferring nothing. The Terms of Service describe it at greater length; this document is about getting your money back.

An order may also carry printed goods — a shirt, a mug, a cap, a sticker. Those are made after you order them and posted to you, and in law they are a different kind of thing from the certificate.

So this document distinguishes them. Where a paragraph says the certificate it means the certificate; where it says a printed item it means something that arrives in a parcel; where it says neither, it is true of both. The distinction is not tidiness. Nearly every date in the sections below falls on a different day depending on which one you are asking about.

§2 Your right to withdraw

Under § 56(1) of the Estonian Law of Obligations Act (võlaõigusseadus), a consumer may withdraw from a contract concluded at a distance within 14 days, without giving any reason.

When those 14 days start depends on what you ordered, and one order can contain both kinds of thing.

For the certificate: because it is digital content not supplied on a physical medium, § 56(1³) starts the 14 days on the day the contract is concluded — the day you order, not the day you read this.

For a printed item: § 56(1¹) starts them on the day you take physical possession of it, or somebody you named does — somebody who is not the courier. Receiving it is what starts the clock, so the day you ordered does not matter and neither does the day we posted it.

If one order brings you several printed items and they are delivered separately, § 56(1¹) p 1 runs the period from the day you receive the last of them. If a single item arrives in more than one part, p 2 runs it from the last part. That is not a hypothetical here. Our printer makes different items in different places, so a two-item order routinely arrives as two parcels on two days, and the later one is the one that counts.

In a mixed order the two clocks run separately, and neither moves the other. The certificate's 14 days can already be over while a shirt's have not begun.

If we failed to tell you that the right exists, how long you have and how to use it, § 56(1⁶) gives you 12 months on top of whichever of those periods applies; and if we tell you late but inside those 12 months, you have 14 days from being told.

That right is given to you by law. Aislopica OÜ does not grant it and cannot take it away: § 62 makes void any agreement that departs from these provisions to your detriment, and § 56²(9) makes void any term that hinders you from exercising the right.

§3 When that right does not apply

§ 53(4) p 7¹ removes the right of withdrawal for digital content that is not supplied on a physical medium. That reaches the certificate. It reaches nothing that arrives in a parcel, because by its own words it is about content that is not on one.

For the certificate it does so only where all three of the following are true.

First, supply began before the withdrawal period ended. Second, you gave express prior consent to it beginning, and acknowledged that you would thereby lose the right. Third, we gave you the confirmation required by § 55(1) and § 55(2).

If any one of those is missing, your 14-day right stands. We send the confirmation the third requires, so the question is no longer whether it exists but whether it reached you in time — which is a matter of fact, and §4 says what we do with it.

The corresponding European provision is Article 16(m) of Directive 2011/83/EU.

No exception on the § 53(4) list reaches a printed item. The two that come closest are p 2, for a thing made having regard to your personal needs, and p 3, for a thing made to conditions you supplied. Neither describes what happens here: the designs are fixed, you pick one from a list, and the only thing you tell us is a size. Choosing among options we set out is not you specifying anything, and it is not personalisation.

The European Commission reads Article 16(c) of the Directive — the provision both those points transpose — the same way, in its guidance at 2021/C 525/01. We have found no Estonian decision either way on goods printed to order, so we are stating the reading that leaves you with the right rather than the one that would suit us.

The practical effect is worth being plain about. We make a printed item only after you order it and we cannot sell it to anybody else, and you may still send it back for no reason within 14 days of receiving it.

§4 What the checkout asks, and what we owe you afterwards

Before you pay, the checkout asks you to tick a box that is not ticked for you: that you request supply of the digital certificate to begin immediately, and that you acknowledge you will lose your right of withdrawal for that certificate once supply has begun. It is a condition of ordering. If you do not tick it we cannot supply immediately, and the order does not proceed.

If you do tick it, we owe you a confirmation on a durable medium, no later than the moment supply begins. § 55(1) sets that timing, and § 55(2) sets its contents: the pre-contractual information listed in § 54(1), unless we already gave it to you on a durable medium before the contract was concluded, and our confirmation that you gave the consent described above.

We send that confirmation. It goes by email as soon as your certificate exists — which is also the moment supply begins, so it follows supply rather than preceding it.

Whether that satisfies § 55(1) for your order is not a question we will answer in our own favour. If you withdraw, we will not refuse on the ground that the third condition in §3 was met. We would rather write that down than let you infer from a clause about us that you had lost something you may still have.

That box is about the certificate and nothing else, and it is worth saying so twice. § 53(4) p 7¹ is limited to digital content not supplied on a physical medium, and the confirmation § 55(2) attaches to it is required only where the object of the contract is digital content. Consenting to immediate supply of a certificate has no effect at all on a shirt, a mug, a cap or a sticker. There is no box anywhere on this site that could have that effect, because the law provides none for goods.

For a printed item, § 55(1) sets a different deadline for the same confirmation: no later than the item is delivered to you, rather than the moment supply begins. That one we meet comfortably, since the email goes out when you order and the parcel takes days.

§5 How to withdraw

Tell us within 14 days. Write to baldrick@lousydeal.com. You do not have to give a reason.

§ 56(2²) gives you two routes and prefers neither: the model withdrawal form, which is set out below, or any other unequivocal statement that you are withdrawing. An email saying so in your own words is as good as the form.

Your notice is in time if you send it within the 14 days, even if it reaches us afterwards: that is § 56(2¹). Under § 56(2⁵) it is for you to show that you withdrew, so keep what you sent. If you ever send a withdrawal notice through this website, § 56(2⁴) obliges us to confirm we received it, on a durable medium, at once.

Since 1 September 2026, § 56⁴ has required a trader who concludes contracts through an online interface to provide a withdrawal button marked „Taganen lepingust”, highlighted and reachable throughout the withdrawal period. There is one: it is called Withdraw from a contract, it is in the footer below, and it is at /legal/withdraw. § 54(1) p 13¹ requires us to tell you that it exists and where, which is what this paragraph is.

When you use it we send you the receipt § 56⁴(4) requires, on a durable medium, at once — and the page also shows you the statement, the date and the time, so you have it even if the message goes astray. Keep whichever reaches you: § 56(2¹) dates your withdrawal from when you sent it, not from when we acted on it.

§ 56⁴ turns on how a contract was concluded and not on what was sold, so the button covers a printed item exactly as it covers a certificate. For a printed item the period it has to stay reachable through is the one in §2, which does not begin until the item reaches you — so it stays there long after you ordered.

§5.1 The model withdrawal form

§ 56(2³) has the responsible minister establish this form by regulation, and § 54(1) p 13 requires us to give it to you rather than tell you it exists. It is reproduced here as Annex I(B) to Directive 2011/83/EU sets it out. That is line for line the Estonian annex to the Justice Minister’s regulation No 41 of 17.12.2013, in the wording that stood from 13.06.2014 to 26.05.2022, which is the wording we have been able to read.

Complete and return this form only if you wish to withdraw from the contract.

To Aislopica OÜ, Pihlaka tn 2, Jüri alevik, Rae vald, Harju maakond, 75301, Estonia, baldrick@lousydeal.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date.

(*) Delete as appropriate.

§6 What we do then

Under § 56¹(1) we return everything you paid, without delay and no later than 14 days after we receive your withdrawal notice. That includes what you paid to have the item delivered to you: § 56¹(1) names the delivery costs you bore, not merely the price. Under § 56¹(4) we do it by the same means of payment you used, unless you expressly ask for another. There is no fee for withdrawing.

§ 56¹(3) would let us keep back part of the postage, but only in a case that cannot arise here: it applies where a buyer expressly chose a delivery method other than the cheapest ordinary one the trader offered, and caps the refund at what the ordinary one would have cost. We offer one method. There is nothing dearer for you to have chosen, so the whole of the postage comes back.

Where an order contained a printed item, § 56¹(5) lets us hold the repayment back until you have returned the item to us or shown us that you have sent it, whichever happens first. It is a right the statute gives for goods and for nothing else, so nothing is ever held back on a certificate — there is nothing to send. The same subsection removes the right from a trader who has agreed to collect the item, and we have not agreed to collect it.

Where all three conditions in §3 are met, the law would leave nothing to return on a withdrawal from the certificate. But §4 says we will not refuse on that ground, and that promise is what governs: if you withdraw from a certificate, we refund you. The Terms of Service say the same in §6, and neither of us gets to read the two documents differently.

Where they are not all met, § 56²(7) says you owe us nothing for what was supplied to you during the period. You do not pay for having had the certificate while you thought about it.

§ 56²(8) closes the list: what we may claim from you because you withdrew is limited to what §6.1 sets out and to the § 56¹(3) case above. There is nothing else to pay, and no term of ours could add anything, because § 56²(9) makes void any term that makes withdrawing harder.

§6.1 Sending a printed item back

This section is about printed items. A certificate is not sent back to anybody.

Under § 56²(1) you send the item to us without delay and no later than 14 days after you told us you were withdrawing. You have met that deadline if you have sent it within the 14 days, even if it reaches us later — the same rule as for the notice itself.

It goes to Aislopica OÜ, Pihlaka tn 2, Jüri alevik, Rae vald, Harju maakond, 75301, Estonia, which is the address in the Imprint. Write to baldrick@lousydeal.com first if you would rather tell us it is coming.

You pay the direct cost of sending it back. § 56²(3) puts that cost on you only where we told you about it beforehand, and § 54(1) p 14 is the duty to tell you: this paragraph is us doing that. If we had not, § 54(8) and the second sentence of § 56²(3) would mean you did not have to pay it at all.

You are welcome to handle a printed item as you could handle it in a shop — to see what it is, what it is like, and whether it works. Under § 56²(4) you answer for a loss in value only where you went further than that. And if we ever failed the duties in § 54(1) p 12 and p 13, to tell you the right exists and to give you the form, the last sentence of § 56²(4) says you answer for no loss in value at all.

One thing you should know because it is true rather than because it helps us: our printer makes each item after you order it and does not take them back, so a returned item comes to us and is not sold to anybody else. That is our problem and not a reason for you to keep something you do not want.

§7 If what you received is not what was described

Your rights when a purchase does not conform to the contract are separate from withdrawal, and nothing above affects them. This is the reminder § 54(1) p 18 requires, and it covers a printed item as much as the certificate. An agreement reached before you notify us that departs from these rules to your detriment is void — § 62²²(1) for the certificate, § 237(1) for a printed item.

The two are governed by different divisions of the Act, and this document cites each to its own rather than borrowing one for both. The plan for this row got that wrong before the row corrected it: § 62¹¹ is about digital content and digital services, and a mug is neither.

For the certificate: under § 62¹⁴(1) you may require us to bring it into conformity, where that is possible and does not cost us unreasonably. Under § 62¹⁴(3) you may instead reduce the price or terminate the contract: where bringing it into conformity is impossible or unreasonably costly, where we have not brought it into conformity, where the fault persists despite our attempt, where it is serious enough to justify going straight there, or where it is clear we will not fix it. Which of those you take is your choice, not ours. Termination under § 62¹⁴(5) needs the non-conformity to be more than minor, and the law presumes it is. Under § 62¹¹(1) we are liable for a non-conformity that existed at supply and appears within two years of it; under § 62¹²(2) one appearing within one year is presumed to have existed then, and under § 62¹²(1) it is for us to prove the certificate was supplied as § 62⁶ requires, not merely that it was supplied.

For a printed item: under § 218(2) we are liable for a non-conformity appearing within two years of the item being handed over to you, and under § 218(2²) one that appears within the first year is presumed to have been there at handover, unless that would sit badly with the nature of the item or of the fault. Under § 222(1) you may require repair or replacement, and under § 222(2¹) we may decline only where neither is possible or where it would cost us disproportionately. Under § 223(1) you may terminate on any of five grounds — we did not finish the repair or replacement, we refused it, the fault is still there after we tried, it is serious enough to go straight there, or it is clear we will not put it right in reasonable time without significant inconvenience to you. Which you take is your choice again, not ours.

One duty there runs against you, so it is stated rather than left out: under § 220(1) you must tell us about a fault in a printed item within two months of learning of it.

Write to baldrick@lousydeal.com and we will put it right.

A certificate that confers nothing is not us falling short of that: it is what this site describes and what you chose to buy. Whether that description also takes it outside the objective requirements of § 62⁷(3) p 2 is a different question, and § 62¹⁰ answers it only where you were told specifically about the deviation and agreed to it expressly and separately when the contract was concluded. The checkout asks you for one thing, the consent in §4. So we do not treat worthlessness as removing anything in this section from you.

That whole paragraph is about the certificate. It has nothing to say about a printed item: a shirt is meant to be a shirt, and if what arrives is not one, the goods limb above is your answer.

§8 Complaints and disputes

Write to baldrick@lousydeal.com first.

If we cannot resolve it between us, a consumer may put the matter to the Consumer Disputes Committee (tarbijavaidluste komisjon) at the Consumer Protection and Technical Regulatory Authority, Endla 10A, 10122 Tallinn, avaldus@komisjon.ee, +372 620 1700.

The Committee ordinarily takes disputes worth at least 30 euros. A certificate on its own costs less than that, so it would not reach the threshold. An order of printed goods, with the postage, may well be above it. Which yours is depends on what you ordered, and we would rather say that than tell you the route is closed when it may not be — the sentence here used to say every item sold was below the threshold, and that stopped being true when the shop began selling things in boxes.

A consumer resident in another European Union country may also approach the European Consumer Centre network, and the courts remain open to you wherever you live.