If there was a problem with a product purchased from us, please fill in the application below and we will find a solution for you.
You can submit the application through our website (the application below), and after submission you will be contacted and the next steps will be agreed upon. Another option is to visit the nearest Toru-Jüri store and complete the same application on site. For more information about completing the application, call (+372) 433 0000.
Conditions for submitting a complaint:
If there is a manufacturing defect in goods sold by Toru-Jüri OÜ, we will find a solution to your complaint in cooperation with the product brand representative and the manufacturer.
It is essential that the installation, use, and maintenance instructions are followed when using the product. If a defect appears in the product, stop using the device immediately. The buyer has the right to submit a complaint regarding manufacturing defects within 2 years from the purchase of the product. The basis for submitting a complaint is a document proving the purchase of the product.
Within 12 months from the transfer of the goods to the Buyer, Toru-Jüri OÜ will determine the cause of any defect that appears and bear the costs related to the determination. After 12 months and up to 2 years from the transfer of the goods, the Buyer must prove the cause of the defect. The costs related to resolving the complaint (for example, expert assessment, transport, etc.) shall be borne by the party against whom the result of the proof is unfavorable.
During the period of determining the cause of the product defect, Toru-Jüri OÜ will not provide a replacement product or pay compensation for the time during which the Buyer cannot use the product.
Toru-Jüri OÜ will not eliminate defects free of charge that arise during the period of the right to submit complaints if this results from:
- normal wear and tear of the product;
- failure to follow the product installation, maintenance, and user instructions;
- force majeure;
- improper use of the product;
- incorrect installation of the product;
- use of the product in conditions for which it was not intended.
- electronic components of the device that are older than 6 months.
APPLICATION (OR DOWNLOAD THE PDF FILE HERE)
INFORMATION FOR THE APPLICANT!
Within 12 months from the day the goods are handed over to the buyer, the cause of the defect is determined by the Trader. After that, until 2 years have passed from the transfer of the goods, the cause of the defect is proven by the Applicant, in agreement with the Trader on the form of proof, and the reasonable costs related to the proof (expert assessment costs) shall be borne by the party against whom the result of the proof is unfavorable.
According to §§ 222 and 223 of the Law of Obligations Act, if the goods do not conform to the agreed terms, the Applicant may demand from the Trader:
first, repair of the item;
replacement of the item, if in the Trader’s opinion repair is not possible or would result in unreasonable costs;
in the case of significant defects (e.g. if repair or replacement of the goods is not possible or fails, or if this causes unjustified inconvenience to the applicant), the Applicant has the right to withdraw from the contract.
If the product sold by Toru-Jüri OÜ was not installed by Toru-Jüri OÜ, then during the manufacturer’s warranty period Toru-Jüri OÜ will only provide the necessary spare part for the product free of charge during the warranty period in accordance with the manufacturer’s warranty terms, and Toru-Jüri OÜ is not obliged to bear the costs arising from the replacement of the spare part of this product.
