The owner of the online store www.dellwood-diy.com (hereinafter referred to as the "Online Store") is Dellwood OÜ, with the registration code 16679554, located at Näsiniine tee 5-2, Tallinn, Estonia.
Delivery
Physical goods are currently being shipped to the following countries: Estonia and Finland.
Unfortunately, due to packaging regulations, we are not currently delivering to other countries right now.
If you wish to make a purchase from the following countries, please contact us, and we can calculate the shipping costs for you: Denmark, Belgium, Netherlands, Ireland, Italy, Slovenia, Czech Republic, Hungary.
Digital goods: we sell digital products to the member states of the European Union.
Digital goods are sent electronically delivered to the buyer's email address. The buyer must have a suitable program for opening PDF files.
For the delivery of physical goods, the buyer has the following options depending on the country: Omniva, DPD, and Itella Smartpost parcel lockers or post office.
The buyer is responsible for the shipping costs, and the corresponding price information is displayed next to the shipping method.
Shipments generally reach the designated destination within 3-12 business days from the effective date of the sales agreement. In exceptional cases, the right to deliver the goods extends up to 30 calendar days. If the Online Store has informed the buyer about delivery problems and a deadline exceeding 30 calendar days, the deadline published by the Online Store applies.
Validity of Sales Agreement, Product and Pricing Information
The Sales Terms and Conditions apply to the purchase of goods from the Online Store. The prices of the products sold in the Online Store are indicated alongside the products. A delivery fee is added to the price for the delivery of the goods.
All prices of goods sold in the Online Store are in euros.
The delivery fee for the goods depends on the buyer's location and the chosen method of delivery. The delivery fee is displayed to the buyer when placing the order. Information about the product is provided directly in the Online Store, next to the product.
Placing an Order To order a product, the desired items must be added to the shopping cart. To complete the order, the required data fields must be filled in, and a suitable method of product delivery must be selected. Then, the screen will display the amount to be paid, which can be securely paid through the following payment methods: Estonian bank transfers: Swedbank, SEB, Luminor, LHV, Coop Pank, Citadele; Visa/Mastercard card payments.
The payments are processed by Maksekeskus AS. Payment is made outside the Online Store in a secure environment - when paying through a bank link, it is done in the respective bank's secure environment, and when paying with a credit card, it is done in the secure environment of Maksekeskus AS. The seller does not have access to the customer's bank and credit card data. The agreement becomes effective upon the receipt of the payable amount into the Online Store's settlement account. The owner of the Online Store is the data controller responsible for personal data and provides the necessary personal data for payment processing to the authorized processor Maksekeskus AS.
If the ordered goods cannot be delivered due to the product being out of stock or any other reason, the buyer will be informed as soon as possible, and the paid amount (including the delivery costs) will be refunded usually within 1-2 working days (but no later than 7 working days). Delivery Goods are shipped to the Republic of Estonia.
Right of Withdrawal
After receiving the order, the buyer has the right to withdraw from the contract concluded in the e-store within 14 days.
The right of withdrawal does not apply if the buyer is a legal person.
To exercise the 14-day right of return, the ordered goods must not be used in any way beyond what is necessary to ascertain the nature, characteristics, and functioning of the goods, as is customary in a physical store.
If the goods have been used for purposes other than necessary to ascertain their nature, characteristics, and functioning, or if there are signs of use or wear, the Online Store has the right to reduce the amount to be refunded in proportion to the decrease in the value of the goods. To return the goods, a statement of withdrawal from the purchase must be submitted and sent to the email address dellwood.estonia@gmail.com no later than 14 days from the receipt of the goods. The buyer bears the cost of returning the goods unless the reason for the return is that the item to be returned does not correspond to what was ordered (e.g., incorrect or defective item).
The buyer must return the goods within 14 days following the submission of the withdrawal statement or provide evidence that the goods have been handed over to the carrier during the aforementioned period. Upon receiving the returned goods, the Online Store shall reimburse the buyer immediately but no later than 14 days after receiving the withdrawal statement for all fees received from the buyer under the contract.
The Online Store may refuse to make refunds until the goods being the subject of the contract have been returned or until the buyer has provided evidence of having returned the goods, whichever occurs earlier.
If the buyer explicitly selects a delivery method other than the cheapest standard delivery offered by the Online Store, the Online Store is not required to reimburse the buyer for any additional costs exceeding the usual delivery method.
The Online Store has the right to withdraw from the sales transaction and demand the return of the goods if the price of the goods in the online store has been significantly marked below the market price due to an error.
Right to File a Complaint
The Online Store is responsible for non-conformity or defects in the goods sold to the buyer, which existed at the time of delivery and manifest within a period of two years from the delivery of the goods to the buyer. Within the first year from the delivery of the goods to the buyer, it is presumed that the defect existed at the time of delivery. It is the Online Store's obligation to refute this presumption.
If a defect becomes apparent, the buyer has the right to contact the Online Store within two months by sending an email to the address: dellwood.estonia@gmail.com. The Online Store is not responsible for defects that have arisen due to the consumer's actions or inaction (improper use, accidents, etc.) or for normal wear and tear resulting from the usual use of the item.
If the goods purchased from the Online Store have defects for which the Online Store is responsible, the Online Store will repair or replace the defective goods. If it is not possible to repair or replace the goods, the Online Store will refund all fees associated with the sales agreement to the buyer.
The Online Store will respond to the consumer's complaint in writing or in a format that allows for written reproduction within 15 days.
Dispute Resolution
If the buyer has complaints about the Online Store, they should send them to the email address: dellwood.estonia@gmail.com.
If the buyer and the Online Store are unable to resolve the dispute through negotiation, the buyer has the option to turn to the Consumer Dispute Resolution Board. The conditions for the procedure and the submission of an application can be found at: https://ttja.ee/en/consumer-dispute-resolution.
The Consumer Dispute Resolution Board has the authority to resolve disputes arising from the contract between the buyer and the Online Store. The examination of the buyer's complaint by the board is free of charge.
The buyer may also submit a complaint to the European Union's platform for online dispute resolution.
Direct Marketing and Processing of Personal Data
Data Protection Policy of the Online Store www.dellwood-diy.com
The data controller for personal data on the website www.dellwood-diy.com is Dellwood OÜ (registration code 16679554) located at Näsiniine tee 5-2, Tallinn, Estonia, and email address: dellwood.estonia@gmail.com. The data subject, in terms of the privacy policy, refers to the customer or any other natural person whose personal data is processed by the data controller. The customer, in terms of the privacy policy, refers to anyone who purchases goods or services from the data controller's website.
The data controller complies with the principles of data processing as set forth in the applicable legislation, including processing personal data lawfully, fairly, and securely. The data controller can confirm that personal data has been processed in accordance with the requirements of the legislation.
The personal data collected, processed, and stored by the data controller is primarily collected electronically through the website and email communication. By sharing their personal data, the data subject gives the data controller the right to collect, organize, use, and manage the personal data as defined in the privacy policy, which the data subject directly or indirectly provides to the data controller when purchasing goods or services through the website.
The data subject is responsible for ensuring that the information provided is accurate, correct, and complete. Knowingly providing false information is considered a violation of the privacy policy. The data subject is obliged to immediately inform the data controller of any changes to the provided data.
The data controller is not liable for any damages incurred by the data subject or third parties due to the provision of false information by the data subject.
The data controller processes the following data: name, phone number, email address; delivery address for goods; bank account number; cost of goods and services and related payment information (purchase history); customer support data; IP address.
The purposes of processing personal data are as follows:
- Personal data is used for managing customer orders and delivering goods.
- Purchase history data (purchase date, items, quantity, customer information) is used for compiling an overview of purchased goods and services, analyzing customer preferences, and resolving consumer disputes.
- Bank account numbers are used for refunding payments to customers.
- Personal data such as email addresses and phone numbers are processed to address questions related to the provision of goods and services (customer support).
- Email addresses are also used for sending invoices, while phone numbers are used to notify customers about package arrival at a parcel locker and, upon request, for sending newsletters.
- The user's IP address or other network identifiers are processed for the purpose of providing the online store as an information society service and for generating web usage statistics.
- Order history, payment data, and delivery information are used by the data controller for financial accounting purposes, such as maintaining bookkeeping records.
- Name, contact information, and purchase data are used for organizing consumer games or similar activities, fulfilling legal requirements, including but not limited to providing information to government authorities, including the Tax and Customs Board. All the aforementioned personal data is processed only to the extent necessary under applicable laws.
- Personal data necessary for fulfilling the data controller's obligations, considering the retention periods specified in this document or in the law, is archived.
- Necessary personal data is transmitted to the authorized processor Maksekeskus AS for conducting payments.
- The customer's name, phone number, and email address are transmitted to the selected transportation service provider. If it is a courier delivery, the customer's address is also provided.
- Access to personal data is granted to the employees of the online store who need to access the data in order to address technical issues related to the use of the online store and provide customer support.
- The online store implements appropriate physical, organizational, and information technology security measures to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorized access, and disclosure.
- Transfer of personal data to authorized recipients of the online store (such as transportation service providers and data hosting) is based on agreements between the online store and authorized processors. Authorized processors are obligated to ensure appropriate protection measures when processing personal data.
Access to personal data is granted to the employees of the online store who need to access the data in order to address technical issues related to the use of the online store and provide customer support. The online store implements appropriate physical, organizational, and information technology security measures to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorized access, and disclosure.
The transmission of personal data to authorized processors of the online store (such as transportation service providers and data hosting) is based on agreements between the online store and the authorized processors. Authorized processors are obligated to ensure appropriate protection measures when processing personal data.
Legal basis
The processing of personal data is based on the performance of the contract with the customer (management of customer orders, delivery of goods, and refund of payments). The processing of personal data is necessary to comply with legal obligations (e.g., accounting). The processing of personal data is based on the legitimate interests of the data controller, which involve collecting purchase history data for the purpose of resolving potential consumer disputes.
Access to and correction of personal data: Customers can access and make corrections to their personal data through their user profile on the website or by contacting customer support. If the request for accessing personal data is submitted electronically, the information will also be provided through commonly used electronic means.
Withdrawal of consent and restriction
If the processing of personal data is based on customer consent, the customer has the right to withdraw consent by notifying customer support via email at dellwood.estonia@gmail.com. The customer also has the right to request the restriction of processing personal data if the data is inaccurate or incomplete, or if the data is being processed unlawfully. The customer can also object to the processing of their personal data if there is no legal basis for such processing.
Deletion
To request the deletion of personal data, customers should contact customer support via email. The response to the deletion request will be provided within one month, specifying the period for data deletion. The response will also indicate which personal data will not be deleted and the legal basis and reasons for retaining such data, except for purchase history data, which may be necessary for accounting or resolving consumer disputes.
Retention
Upon withdrawal of consent, personal data will be deleted, except for personal data (purchase history data) that needs to be retained for accounting or resolving consumer disputes. In cases related to payments and consumer disputes, personal data will be retained until the claim is fulfilled or the expiration period expires. Personal data contained in accounting source documents will be retained for seven years.
Direct marketing communications
The email address and telephone number are used for sending direct marketing communications if the customer has provided the corresponding consent. If the customer does not wish to receive direct marketing communications, they can choose the appropriate link in the email footer or contact customer support.
If personal data is processed for direct marketing purposes (profiling), the customer has the right to object to the initial and further processing of their personal data, including profiling related to direct marketing, at any time by notifying customer support via email at dellwood.estonia@gmail.com.
These data protection terms have been prepared in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of individuals with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), the Personal Data Protection Act of the Republic of Estonia, and the laws and regulations of the Republic of Estonia and the European Union.
The data controller has the right to partially or completely modify the data protection terms, notifying data subjects of the changes through the website dellwood.diy@gmail.com.
Dispute resolution
Disputes related to the processing of personal data are resolved through customer support (dellwood.estonia@gmail.com). The supervisory authority is the Estonian Data Protection Inspectorate (info@aki.ee).