Delivery and Returns

These terms explain delivery, returns, refunds and handling of defective goods for physical goods sold in Esrap's e-commerce store. Last updated on 17.05.2026

1. Scope

These delivery and returns terms apply to physical goods sold in Esrap OÜ's e-commerce store unless the order, offer or separate agreement states otherwise. Digital products, Odoo add-on modules, rights of use, maintenance, consulting and development services are also subject to the Sales and Service Terms, Licence Terms and, where relevant, the Maintenance Service Terms.

2. Delivery Methods and Delivery Region

Available delivery methods for physical goods are shown in the e-commerce store, cart, order or separate agreement. Delivery may take place, for example, to a parcel terminal, by courier, by postal service or in another manner agreed with the customer.

Unless the order states otherwise, physical goods are delivered within Estonia and to other countries where the relevant country or delivery method is available in the e-commerce cart or checkout. Delivery to other countries may depend on the selected delivery method, the size, weight and availability of the goods, and the carrier's terms. If the desired destination country or delivery method is not available in the e-commerce store, delivery availability and cost may be agreed separately with Esrap.

3. Delivery Fee and Delivery Time

The delivery fee is shown in the cart or checkout before order confirmation. If the delivery fee cannot be calculated automatically, it is agreed with the customer before the order is fulfilled.

Unless stated otherwise in the order, physical goods that are in stock are normally delivered to the customer within Estonia within 3-7 business days after payment has been received and the order has been confirmed. Delivery to other countries is available if the relevant country or delivery method can be selected in the e-commerce store or has been separately agreed with Esrap; in such case, goods that are in stock are normally delivered to the customer within 14 calendar days after payment has been received and the order has been confirmed, unless another delivery time is shown in the shopping cart, during checkout, for the selected delivery method or agreed separately. If the goods are not in stock, require assembly, need to be ordered separately or require coordination with the customer, Esrap will inform the customer of the estimated delivery time.

Delivery time may be extended if the delay is caused by the carrier, manufacturer, supplier, force majeure, inaccurate information provided by the customer or another circumstance outside Esrap's control.

4. Receipt of Goods

The customer must check the condition of the packaging and goods within a reasonable time after receipt. If the packaging is visibly damaged, the customer should, where possible, take photos of the damage and notify Esrap at support@esrap.ee.

For a consumer, the risk of accidental loss of or damage to the goods passes to the consumer when the goods are physically handed over to the consumer or to a third person designated by the consumer. For a business customer, risk may pass according to the order, delivery method or separate agreement.

5. Consumer Right of Withdrawal for Physical Goods

If the customer is a consumer, the customer generally has the right to withdraw from a distance contract for physical goods within 14 days from receipt of the goods, unless an exception applies under law. The withdrawal notice may be sent to support@esrap.ee.

When returning goods, the consumer must return the goods without undue delay and generally no later than 14 days after submitting the withdrawal notice. Returned goods must be complete and, where possible, in the original packaging. The consumer may examine the goods in the manner necessary to establish the nature, characteristics and functioning of the goods. If the value of the goods has decreased because the goods were used beyond what is necessary for examination, the consumer may be responsible for the decrease in value.

The direct cost of return is borne by the customer unless the goods are defective, incorrect or the parties agree otherwise.

6. Exceptions to the Right of Withdrawal

The right of withdrawal may not apply where the law provides an exception. For example, the right of withdrawal may be excluded for goods made to the customer's specifications or clearly personalised goods, opened sealed software or another exception provided by law.

For digital content not supplied on a tangible medium, the consumer may lose the right of withdrawal if the supply or making available of the digital content has started with the consumer's prior express consent and the consumer has confirmed that they lose the right of withdrawal as a result.

7. Refunds

If the right of withdrawal applies and the customer exercises it lawfully, Esrap refunds the payments received from the customer according to the procedure required by law and generally using the same payment method that the customer used for payment, unless the parties agree otherwise.

Esrap may withhold the refund until it has received the goods back or until the customer has provided proof of having sent the goods back. If the customer chose a delivery method more expensive than the least expensive standard delivery method offered, Esrap does not have to refund the additional cost of the more expensive delivery method to the extent permitted by law.

8. Defective Goods and Claims

If the goods are defective, incorrect or do not match the order, the customer must notify Esrap within a reasonable time at support@esrap.ee. The notice should include the order or invoice number, description of the issue, photos or other evidence and the requested solution.

A consumer's remedies for defective goods follow from applicable law, and these terms do not limit the consumer's mandatory statutory rights. Business customer claims are resolved according to the order, offer, separate agreement and applicable law.

9. Warranty

If a specific item is covered by a manufacturer's, distributor's or Esrap's warranty, the warranty terms are provided with the product, in the manufacturer's documentation or in a separate agreement. The existence of a warranty does not limit a consumer's statutory rights in relation to defective goods.

10. Contact

For questions about delivery, returns, refunds or defective goods, contact Esrap at support@esrap.ee. The same address may also be used for support requests related to technical products and Odoo modules.