The owner of the online store hoiahomespa.com (hereinafter referred to as Online Store) is HTM Karolin OÜ (registry code 12619762), located at Loo 1, Kudjape, Saaremaa vald, Estonia.
1. Terms of Sale
1.1 These terms apply to all purchases made through the Online Store.
1.2 Product prices are listed alongside each item. Delivery fees are added separately unless stated otherwise during promotions offering free shipping.
1.3 Shipping costs vary based on the buyer’s location and selected delivery method. The exact fee is displayed at checkout before completing the order.
- Estonia: Shipping fee from €2.99, free shipping on orders over €59.
- Latvia & Lithuania: Shipping fee from €4.90, free shipping on orders over €59.
- Sweden, Finland & Denmark: Shipping fee from €8.90, free shipping on orders over €75.
- Rest of the World: Shipping fee from €15.90, free shipping on orders over €120.
1.4 Information about the goods is presented in the Online Store right next to the goods.
2. Ordering and Payment
2.1 To place an order, add your desired products to the shopping cart. Then, fill in the required information fields and select your preferred delivery method. The total cost, including any applicable fees, will be displayed before proceeding to payment.
2.2 Orders can be paid using:
- Montonio payment solution
- Credit card
- PayPal
- Bank links from the following banks:
- Estonia: Swedbank, LHV, SEB, Coop, Citadele, Revolut, N26, Luminor
- Lithuania: Swedbank, SEB, Luminor, Citadele, Šiaulių Bankas, Revolut, N26
- Latvia: Swedbank, SEB, Citadele, Luminor, Revolut, N26
- Finland: Osuuspankki, Nordea, Danske Bank, Säästöpankki, POP Pankki, OmaSp, S-Pankki, Ålandsbanken, Revolut, N26
- Poland: Revolut, N26
2.3 The purchase agreement takes effect once the payment has been received in the Online Store’s account.
2.4 If the ordered product is unavailable due to being out of stock or any other reason, the buyer will be informed as soon as possible. In such cases, the full amount paid, including shipping costs, will be refunded promptly, no later than 14 days from the date of notification.
3. Delivery
3.1 Goods are shipped worldwide.
3.2 Goods are shipped free of charge according to term 1.3.
3.3 Orders are processed and shipped within 1-3 business days. Whenever possible, orders will be shipped on the same or next day. If you need your order urgently, please mention it in the additional information section at checkout, and we will expedite shipping if possible.
3.4 Estimated delivery times:
- Estonia: 1-3 business days
- Finland, Sweden, Denmark, Latvia, Lithuania: 2-5 business days
- Rest of the World: 5-10 business days
In exceptional cases, deliveries may take longer. If this occurs, customers will be notified as soon as possible.
4. Right of Withdrawal
4.1 Upon receiving the order, the Buyer has the right to withdraw from the contract concluded via the Online Store within 14 days.
4.2 The right of withdrawal does not apply if the Buyer is a legal entity.
4.3 To exercise the 14-day return right, the goods may only be used to the extent necessary to determine their nature, characteristics, and functionality, similar to how they would be examined in a physical store.
4.4 The right of withdrawal cannot be exercised if the product has been used, opened, or handled in a way that prevents it from being resold for health or hygiene reasons.
4.5 To initiate a return, the Buyer must submit a withdrawal request via email to info@hoiahomespa.com within 14 daysof receiving the goods.
4.6 The Buyer is responsible for return shipping costs, unless the return is due to an error by the Online Store, such as receiving an incorrect or defective item.
4.7 The Buyer must return the goods within 14 days of submitting the withdrawal request or provide proof that the goods have been handed over to the carrier within this period.
4.8 Once the returned goods are received, the Online Store will process the refund immediately, but no later than 14 daysfrom receiving the withdrawal request.
4.9 The Online Store reserves the right to withhold the refund until the returned goods have been received or the Buyer has provided proof of their return, whichever occurs first.
4.10 If the Buyer selects a more expensive shipping method than the standard delivery option offered by the Online Store, the Online Store is not obligated to refund the excess cost beyond the standard shipping fee.
4.11 The Online Store reserves the right to cancel the sales transaction and request the return of the goods if a pricing error results in a listed price that is significantly below the market value due to a mistake.
4.12 If the Buyer pays via PayPal, where service fees are significantly higher than standard bank payments, and later withdraws from the contract for reasons unrelated to product defects, the PayPal service fee deducted from the Seller’s received amount will also be deducted from the refund issued to the Buyer.
5. Right to File a Complaint
5.1 The Online Store is responsible for any non-conformity or defect in the goods that existed at the time of delivery and becomes apparent within two years from the date of delivery. If a defect is discovered within the first six months, it is presumed to have existed at the time of delivery, unless the Online Store can prove otherwise.
5.2 Since the Online Store sells natural products with a shelf life typically shorter than two years, the right to file a complaint does not apply after the best-before date indicated on the product.
5.3 If a defect is discovered, the Buyer must notify the Online Store within two months by emailing info@hoiahomespa.com or calling +372 508 1665.
5.4 The Online Store is not responsible for defects that occur after the goods have been handed over to the Buyer due to improper use, storage, or other external factors.
5.5 If a product sold by the Online Store is found to be defective and falls under the Online Store’s responsibility, the defect will be repaired or replaced. If repair or replacement is not possible, the Online Store will issue a full refund, including any fees paid under the sales contract.
5.6 The Online Store will respond to consumer complaints in writing or in a format that can be reproduced in writing within 15 days.
6. Processing of Personal Data
6.1 The Online Store collects and processes the Buyer’s personal data (including name, phone number, email address, and bank details) solely for the purpose of processing orders and delivering goods.
6.2 To ensure successful delivery, the Online Store shares necessary personal data with logistics service providersresponsible for shipping the goods.
7. Dispute Resolution
7.1 If the Buyer has any complaints regarding the Online Store, they must be submitted via email to info@hoiahomespa.com or by calling +372 508 1665.
7.2 If the Buyer and the Online Store are unable to resolve the dispute through mutual agreement, the Buyer has the right to contact the Consumer Disputes Committee. The terms and conditions of the proceedings, as well as the application process, can be found on the website of the Consumer Protection Board. The Committee has the authority to resolve disputes arising from contracts between the Buyer and the Online Store. The review of the complaint is free of chargefor the Buyer.
8. Copyright
8.1 The HOIA homespa trademark is the property of HTM Karolin OÜ.
8.2 All designs, images, photographs, and texts on the website and Online Store are protected by copyright, with the exclusive right of use belonging to HTM Karolin OÜ. The content, including blog posts and other materials, may not be copied, distributed, or modified without written permission from HTM Karolin OÜ.