Terms and Conditions
Owner and Contact Information
The online store www.oscustom.eu (hereinafter the Online Store) is operated by OS custom OÜ (registry code 16649688), located at Mooni tn 35a-11, Kristiine district, 10615 Tallinn, Harju County, Estonia.
1. Validity of the Sales Agreement, Product and Price Information
1.1 These terms and conditions apply to purchases made from the Online Store.
1.2 Prices of products sold in the Online Store are indicated next to the products. Delivery fees are added to the price.
1.3 The delivery fee depends on the buyer’s location and the delivery method. The fee is displayed to the buyer during checkout.
1.4 Information about each product is provided directly alongside the product in the Online Store.
2. Placing an Order
2.1 To place an order, the desired products must be added to the shopping cart. The required information must be filled in, and a suitable delivery method selected.
2.2 The total amount due will be displayed and may be paid via bank link or another available payment solution.
2.3 The contract enters into force once the payable amount has been credited to the Online Store’s bank account.
2.4 If the ordered goods cannot be delivered due to stock depletion or other reasons, the buyer will be informed as soon as possible. All paid amounts, including delivery costs, will be refunded without delay, but no later than 14 days after the notification.
3. Delivery
3.1 Goods are delivered to Estonia, Latvia, Lithuania, and Finland. Delivery to other countries may be arranged by agreement.
3.2 The buyer bears the shipping costs, which are displayed with the shipping method.
3.3 Domestic deliveries within Estonia generally arrive within 3–7 working days from the entry into force of the contract. Deliveries outside Estonia are made within a calendar week.
3.4 In exceptional cases, delivery may take up to 45 calendar days.
4. Right of Withdrawal
4.1 After receiving the goods, the buyer has the right to withdraw from the contract concluded in the Online Store within 14 days.
4.2 The right of withdrawal does not apply where the buyer is a legal entity.
4.3 The goods may only be used to the extent necessary to establish their nature, characteristics, and functioning, as would be permitted in a physical store.
4.4 If the goods have been used beyond this or show signs of wear, the Online Store may reduce the refundable amount in proportion to the diminished value of the goods.
4.5 To return the goods, the buyer must submit a withdrawal declaration (form available here: Withdrawal Declaration) and send it by e-mail no later than 14 days after receiving the goods.
4.6 The cost of returning goods is borne by the buyer, except where the return reason is that the goods delivered did not match the order (e.g., incorrect or defective goods).
4.7 The buyer must return the goods within 14 days of submitting the withdrawal declaration or provide proof of having handed them to the carrier within this period.
4.8 The Online Store will refund all payments received under the contract without undue delay and no later than 14 days after receiving the withdrawal declaration. Refunds may be withheld until the goods are returned or proof of return is provided.
4.9 If the buyer has expressly chosen a delivery method other than the cheapest standard delivery offered, the Online Store is not obliged to refund costs exceeding the standard delivery cost.
4.10 The Online Store reserves the right to withdraw from a sales transaction and reclaim goods if the product price has been mistakenly listed significantly below its market value.
5. Right to Submit a Claim
5.1 The Online Store is liable for any non-conformity or defect existing at the time of delivery that becomes apparent within two years of delivery.
5.2 During the first six months from delivery, such defects are presumed to have existed at the time of delivery, unless proven otherwise by the Online Store.
5.3 The buyer must notify the Online Store of defects within two months of discovery by e-mail at info@oscustom.eu.
5.4 The Online Store is not responsible for defects that arise after the goods have been delivered to the buyer.
5.5 If goods purchased from the Online Store have defects for which the Online Store is liable, the Online Store will repair or replace the goods. If repair or replacement is not possible, all payments under the contract will be refunded to the buyer.
5.6 The Online Store will respond to consumer complaints in writing or in a reproducible form within 15 days.
6. Direct Marketing and Processing of Personal Data
6.1 The Online Store uses personal data provided by the buyer (name, phone number, address, e-mail address, bank details) solely for processing the order and delivering the goods.
6.2 Personal data necessary for delivery will be forwarded to the transport service provider.
6.3 The Online Store will send newsletters and offers to the buyer’s e-mail address only if the buyer has subscribed to such communications.
6.4 The buyer may unsubscribe from marketing communications at any time by notifying the Online Store by e-mail or following the instructions in the e-mails received.
7. Dispute Resolution
7.1 Complaints regarding the Online Store should be submitted by e-mail to info@oscustom.eu.
7.2 If the buyer and the Online Store cannot resolve the dispute by agreement, the buyer may contact the Consumer Disputes Committee. Information about the procedure and application forms is available here. The committee is competent to resolve disputes arising from contracts between the buyer and the Online Store. The review of the buyer’s complaint by the committee is free of charge.
7.3 The buyer may also use the European Union’s online dispute resolution platform.