Claims and Warranty
Claims and Warranty.
14-day right of withdrawal
1.1. Under the laws of the Republic of Estonia, a consumer who is a natural person has the right to cancel a sales contract within 14 calendar days of receiving the product.
1.2. In accordance with the laws of the Republic of Estonia, a consumer who is a natural person has the right to cancel a sales contract within 14 calendar days of receiving the product. If the goods to be returned are damaged, the buyer is liable for any decrease in value resulting from their use, in order to verify the nature, characteristics, and functionality, the buyer should handle and use the item only in the manner that would normally be permitted in a store.
You may inspect the merchandise to determine whether it is suitable or unsuitable; inspecting the merchandise is equivalent to trying it out in a retail store before purchasing. For example, you must not pour water into a humidifier or air cooler, remove the filters from the packaging of an air purifier and use the device, or turn on an air conditioner—for health and hygiene reasons.
1.3. When exercising the right of withdrawal, the consumer must comply with the consumer’s obligations set forth in § 562 of the Law of Obligations Act. If the item to be returned has deteriorated, the consumer is liable for any decrease in value resulting from its use if the consumer has used the item in a manner other than what is necessary to ascertain its nature, characteristics, and functioning. To ascertain the nature, characteristics, and functioning of the item, the consumer should handle and use the item only in the manner in which they would normally be permitted to do so in a store.
1.4. The right to withdraw from a sales contract does not apply to products that have been manufactured with the buyer’s personal characteristics or specific needs in mind (the device has been modified according to the customer’s specific request).
1.5. If the filter packaging is opened when returning the device, the customer must pay for the entire filter set, or the cost of the filter set will be deducted from the refund amount.
1.6. The buyer has the right to withdraw from a contract concluded via a means of communication without giving a reason within 14 days, in accordance with the laws in force in the Republic of Estonia.
1.7. The Buyer agrees to pay the shipping costs associated with the return, unless the product delivered to the Buyer does not match the order.
1.8. Upon termination of the contract, the product must be returned immediately (within at least 30 calendar days).
1.9. In the event of a product return, the Seller offers the option to exchange the product for another one, with a price adjustment.
1.10. If the Buyer does not wish to receive a replacement product, the Seller shall refund the amount paid for the product to the Buyer’s bank account within 14 days at the latest. The refund will be made only to the bank account from which the order was paid.
1.11. The Buyer agrees that, in the event of an abuse of the right to terminate the sales contract, the Seller may refuse to provide services to the Buyer in the future.
1.12 The right of withdrawal does not apply if the buyer is a legal entity.
2. Filing a Claim, Terms and Conditions, and Warranty.
2.1. Before submitting a claim, always review the proair.ee Terms of Use. Click here to open the claim form.
2.2. For private individuals, the period for filing claims regarding goods is 24 months from the date of delivery. For legal entities, the manufacturer’s warranty period applies. The warranty does not cover parts that wear out due to normal use.
2.3. During the warranty period, the Consumer is entitled to have the product repaired or replaced free of charge. If the defect is the manufacturer’s fault, all material and manufacturing defects, as well as the cost of labor and replacement parts, will be covered.
2.4. The sales warranty provided by Pro Air OÜ does not cover any direct or indirect damages, losses, or inconveniences caused by a product defect or damage.
2.5. If the Goods have been sold to the Consumer, any defect that becomes apparent within the first six months is presumed to have existed at the time the Sales Contract was concluded, and the nature of the defect must be determined by Pro Air OÜ, which operates in the fields of businessand professional activities.
2.6. Pro Air OÜ has the right to delegate the investigation of a defect to the equipment manufacturer.
2.7. If a defect in the goods is discovered, the Consumer must notify Pro Air OÜ within two months of the discovery of the defect by filing a claim (VÕS § 220(1)). If a claim is filed, Pro Air OÜ shall bear the costs associated with repairing or replacing the goods—including, in particular, transportation, postage, labor, travel, and material costs—for the first six months following delivery of the goods to the Consumer (VÕS § 222(4)).
2.8. Over the next 1.5 years, Pro Air OÜ will bear the relevant costs only if the consumer’s claim was justified.
2.9. A notice (claim) must be submitted within two months of discovering the defect. If this deadline is missed, the User loses the right to demand that Pro Air OÜ repair or replace the Goods.
2.10. Pro Air OÜ undertakes to respond to a complaint submitted by the Consumer in writing or in a form that can be reproduced in writing within 15 days (Section 19(6) of the Consumer Protection Act).
2.11. In the event of the replacement of Defective Goods or a part thereof, Pro Air OÜ has the right to require the User to return the Defective Goods or the part thereof. If the User requests that the Goods be repaired and the request is justified, but Pro Air OÜ fails to do so within a reasonable time, the User may repair the Goods themselves or have them repaired by a third party and demand reimbursement from Pro Air OÜ for the reasonable expenses incurred in doing so.
2.12. If repair or replacement of the Goods is not possible or fails, if Pro Air OÜ unjustifiably refuses to repair or replace the item or fails to do so within a reasonable time after being notified of the nonconformity with the terms of the contract, and the Consumer does not wish to or cannot have the repairs performed by a third party, the Consumer has the right to withdraw from the Sales Contract and return the Goods to Pro Air OÜ.
2.13. Pro Air OÜ agrees to refund the purchase price paid under the Sales Agreement within 14 days of receiving a justified Notice of Withdrawal and the return of the Goods to Pro Air OÜ.
2.14. Claims must be supported by a document proving the purchase, i.e., an invoice.
2.15. The warranty does not cover instruction on the use of the product, adjustments, maintenance, cleaning, restoration of the product’s commercial appearance, or the repair of defects caused by failure to follow the instructions for use.
2.16. The right to file a claim does not extend to damages incurred during transport after the product has been delivered to the buyer.
2.17. Pro Air OÜ will not remedy defects that become apparent during the warranty period free of charge if they are caused by:
- software errors installed on the device;
- normal wear and tear;
- improper use or maintenance (including cases where the device has been repaired or maintained by a person not authorized by the manufacturer);
- damage to, alteration of, or removal of the serial number, inspection label, or identification label of the device and/or component;
- defects disclosed to the customer by Pro Air OÜ prior to the purchase of the device;
- external factors (including, among others, lightning, voltage that does not meet specifications and voltage fluctuations, moisture, liquids, mechanical damage, etc.);
- The product does not function due to the owner’s fault, as a result of improper use, failure to follow the user manual, or if defects arose due to careless storage, maintenance, or overloading of the product;
2.18. Pro Air OÜ relies on an expert assessment conducted by a representative authorized by the manufacturer to determine liability. If the expert assessment reveals that the defects are caused by the factors listed above but the device can be repaired, the Consumer has the option to order a paid repair. A device (Product) that has suffered liquid damage, moisture damage, or mechanical damage will continue to be eligible for repair only on a paid basis.
2.19. A diagnostic fee must be paid for the inspection (diagnostics) performed on the device (Goods) if Pro Air OÜ is not responsible for rectifying the defect found in the device and the device cannot be repaired. The Consumer must also pay the inspection fee if the inspection (diagnostics) does not reveal any defects in the device and the device complies with the manufacturer’s technical requirements.
2.20. A private customer is not required to pay the appraisal fee during the first six months following delivery of the Goods.
2.21. If the Consumer does not file a claim within 6 months (up to 2 years) of receiving the Goods, or does not agree with Pro Air OÜ’s position, the Consumer must prove that:
2.22. This constitutes a defect (nonconformity with the terms of the contract);
2.23. The defect, or the cause of the defect, existed at the time the equipment was delivered;
2.24. Pro Air OÜ is liable for the defect.
2.25. If Pro Air OÜ has provided a sales warranty for the equipment, Pro Air OÜ guarantees that any defects will be remedied in accordance with the terms of the sales warranty.
2.26. To exercise your right to file a claim, you must complete the claim form and send it by email to info@proair.ee. If you have any additional questions, please call 533 222 58 on business days between 10:00 a.m. and 3:00 p.m.
2.27. If there is an authorized service center for the product, take the product to the service center.
2.28. The terms and conditions for filing a claim apply in conjunction with the Terms of Use at www.proair.ee.