Complaints:

Gift Line Ltd. is responsible for any product damage or deficiencies at the time of delivery.  In the case of product non-conformity or defect, the customer is entitled to request a replacement or to cancel the order and return the defective product at Gift Line Ltd’s expense.
Complaints must be sent in writing or by e-mail to info@valgusevabrik.ee immediately, but no later than seven days from the date of the discovery of the defect.
Complaints should be made in the following format:

• Name and contact details
• Date of complaint
• Problem with the product
• The action required by Gift Line Ltd
• Evidence of the problem

Gift Line Ltd is responsible according to the consumer protection act to respond in writing within 15 days.
Gift Line Ltd. will return the money to your bank account (the money will be returned to the same bank account from which it was paid).  The refund will cover both the cost of the product and the transport costs (both the original and return costs) 7-14 working days from the date of receipt of the returned product.
NB! Gift Line Ltd. is not responsible for any product defects that are the result of the customer, ie. due to improper use of
the product. In cases where examination reveals that the defect resulted from the above-mentioned reasons, the customer will not be refunded the cost of the product and transportation costs.

Exchanges and Returns

Products purchased from Gift Line OÜ can be returned or exchanged within 14 days  from the time of receiving a delivery notification from Itella SmartPOST.
Goods to be exchanged or returned can be brought to our premises at Kauba 3a, Võhma, Viljandimaa or sent by post. The cost of postage for returning items and sending replacements will be paid by the client. Product refunds with delivery charge will be paid into the clients bank account no later than 14 days from the time of informing us of the cancellation.
Returned goods must be accompanied with the following information:

• First name and surname
• Telephone number, e-mail address
• The invoice number
• The reason for wanting to return the items / or the items that you wish them to be replaced with (which are of the same value)
• Date and signature

We request that you inform us of returns by email at:  info@valgusevabrik.ee.

The destination for sending via Itella SmartPost is:  Viljandi Uku Keskus  (Gift Line OÜ, tel: +372 5340 3732).

Returns via Omniva postal service should be done made using Viljandi Bus Station automatic package station.  (Gift Line OÜ, tel: +372 5340 3732).

We recommend using Itella SmartPost, especially during the summer period as the package stations are indoors and are not affected by warmer weather that could damage the candles.  We will send an email confirming the receipt of returned goods.  Replacement items will be sent in a couple of days.

Please Remember!
Returnable goods do not include the following:

• signed or personalized product
• products that have been used (burned)
• products that no longer have labels
• products that are mechanically damaged
• products that show wear and tear