Summary
- Standard products come with a 14-day right of withdrawal.
- Configurator products do NOT have a right of withdrawal, as they are made to your individual specifications.
- Return shipping costs are borne by the consumer.
- We refund within 14 days of receiving your withdrawal notice.
1. Which products does the right of withdrawal apply to?
The statutory 14-day right of withdrawal applies only to Standard Products — i.e. our stock or standard products that are not manufactured based on your individual measurements, drawings, or other specifications.
2. Which products does the right of withdrawal NOT apply to?
The right of withdrawal does not apply to products ordered through the online product configurator, where the product is manufactured based on measurements, drawings, project-specific dimensions or other inputs provided by you.
Legal basis: Estonian Law of Obligations Act § 53⁴(2)(3) and EU Directive 2011/83/EU Article 16(c).
In practice: if your product is manufactured based on the measurements you provided in the configurator, we cannot resell it to another customer, and therefore a withdrawal right cannot apply.
Note: this does not limit your right to complain about a defective product. See the “Right to Complain” section below.
3. Withdrawal Period
The withdrawal period is 14 calendar days from the day when you, or a third party (other than the carrier) indicated by you, acquire physical possession of the product.
If we have not properly informed you of the withdrawal right, the period is extended by 12 months after the end of the original 14-day period.
4. How to withdraw
Send us a clear and unequivocal statement by email to: info@innore.eu
The statement must include:
- Your name
- Your address
- Order number
- Order date
- Date of receipt
- Clear statement: “I hereby withdraw from the contract”
You may also use the standard withdrawal form, but this is not mandatory.
5. Returning the Product
You must return the product within 14 days of sending your withdrawal notice to:
Innore OÜ Nirgi tee 9, Reola, Kambja vald, Tartumaa, 61713, Estonia
You bear the cost of return shipping.
The product must be returned in a suitable condition. You are liable for any diminished value resulting from handling the product beyond what was necessary to establish its nature, characteristics, and functioning.
6. Refund
We refund all payments you made (including standard delivery costs) within 14 days of receiving your withdrawal notice.
We may withhold the refund until:
- we have received the product back, or
- you have provided evidence of having shipped the product — whichever is the earliest.
7. Right to Complain (different from right of withdrawal)
Even where the right of withdrawal does not apply, you have the full statutory right to complain about defects:
- Estonia: 2 years from receipt
- Sweden: 3 years
- Finland: for the expected lifespan of the product
- Norway: see NO domain terms (5 years for stair railings)
See full information in our Consumer Terms.
8. Contact
Innore OÜ Email: info@innore.eu Phone: +372 58504434
