Terms and privacy policy
Terms of sale
The owner of the online shop karlovakohv.ee/pood (hereinafter the Online Shop) is OÜ Karlova Kohv (registry code 12904095), located at Tähe 63, Tartu.
1. Validity of the sales contract, product and price information
1.1. These terms of sale apply to purchases of goods from the Online Shop.
1.2. The prices of the products sold in the Online Shop are shown next to the products. Prices in the Online Shop are given in euros and include value added tax of 24%.
1.3. Prices are valid from the placing of the order until the payment deadline of the placed order expires (5 days after the order is placed).
1.4. If an order was placed before the terms of sale or the prices were changed, the legal relationship between the buyer and Karlova Kohv is governed by the terms that were in force when the order was placed.
1.5. A delivery fee is added to the price.
1.6. The delivery fee depends on the buyer's location and the delivery method. The delivery fee is shown to the buyer when the order is placed.
1.7. OÜ Karlova Kohv roasts coffee on Mondays. Orders placed during the week are fulfilled immediately if the ordered roasted coffee is in stock in sufficient quantity; otherwise the coffee is roasted on the Monday following the order and shipped after roasting.
1.8. Information about the goods is provided in the Online Shop as a link next to the product.
1.9. The Online Shop karlovakohv.ee/pood reserves the right to make changes to the terms of sale. Such changes will be published on the website karlovakohv.ee.
1.10. Product pictures are for illustration purposes only. Product photos were taken of 250 g packages; the 1 kg size does not come in a cardboard box.
1.11. The Online Shop Karlova Kohv reserves the right to change selling prices. Such changes will be published on the website karlovakohv.ee.
2. Placing an order
2.1. To order goods, add the desired products to the shopping cart.
2.2. To place an order, fill in the required data fields and choose a suitable delivery method. The amount payable is then displayed on the screen and can be paid via a bank link or another payment solution.
2.3. The contract enters into force once the amount payable has been received in the Online Shop's bank account.
2.4. If the ordered goods cannot be delivered because they are out of stock or for any other reason, the buyer will be notified as soon as possible and the amount paid (including delivery costs) will be refunded without delay, but no later than within 14 days of sending the notice.
2.5. Payments are processed by Maksekeskus AS.
2.6. OÜ Karlova Kohv is the controller of personal data; OÜ Karlova Kohv forwards the personal data required for making payments to the authorised processor Maksekeskus AS.
3. Delivery
3.1. Goods are shipped to the following countries: Estonia.
3.2. The shipping costs are borne by the buyer, and the relevant price information is shown next to the shipping method.
3.3. Domestic shipments within Estonia generally reach the destination specified by the buyer within 3–7 working days of the sales contract entering into force.
3.4. For delivery without delay, please be careful and provide accurate and valid delivery details when placing the order.
3.5. The delivery times shown on the online shop website apply from the moment the order amount is received in the Online Shop's bank account.
3.6. The Online Shop is not liable for delays in delivery if the goods were handed over to the logistics partners on time but the delay is caused by circumstances that the Online Shop could not influence or foresee.
4. Right of withdrawal
4.1. After receiving the order, the buyer has the right to withdraw from the contract concluded in the online shop within 14 days.
4.2. To use the 14-day right of return, the returned products must be intact and undamaged.
4.3. If the goods show signs of use or wear, the Online Shop has the right to refuse to take the goods back.
4.4. To return goods, a simple written statement of withdrawal from the purchase must be submitted and sent to the e-mail address info@karlovakohv.ee no later than 14 days after receiving the goods.
4.5. The costs of returning the goods are borne by the buyer, unless the reason for the return is that the item to be returned does not correspond to what was ordered (e.g. wrong or defective goods).
4.6. The buyer must return the goods within 14 days following the submission of the statement or present proof that the goods were handed over to the carrier within that period.
4.7. Upon receiving the returned goods, the Online Shop will refund to the buyer without delay, but no later than 14 days after receiving the withdrawal statement, all payments received from the buyer under the contract.
4.8. The Online Shop may refuse to make refunds until it has received the item that is the subject of the contract back, or until the buyer has provided proof that the item has been sent back, whichever occurs earlier.
5. Right to submit a complaint
5.1. The Online Shop is liable to the buyer for any non-conformity of the goods sold with the contract terms or any defect that already existed at the time of handover. The burden of rebutting this presumption lies with the Online Shop.
5.2. If a defect appears, the buyer has the right to contact the online shop within two months at the latest by sending an e-mail to karlovakohv@karlovakohv.ee.
5.3. The repair or replacement of defective goods is agreed between the Online Shop and the buyer. The costs of repair are covered by the Online Shop.
5.4. If a defect appears in the goods, please stop using them.
5.5. The Online Shop is not liable for defects that arose after the goods were handed over to the buyer.
5.6. If goods bought from the Online Shop have defects for which the Online Shop is liable, the Online Shop will replace the defective goods. If the goods cannot be repaired or replaced, the Online Shop will refund to the buyer all payments made under the sales contract.
5.7. The Online Shop will respond to a complaint submitted by a buyer in writing or in a form that can be reproduced in writing within 15 days.
6. Liability
6.1. The Online Shop and the buyer are liable to the other party for damage caused by a breach of these terms in the cases and to the extent provided by the legislation in force in the Republic of Estonia.
7. Force majeure
7.1. The Online Shop is not liable for damage caused or for delays in the delivery of goods if the damage or the delay in delivery is caused by circumstances that OÜ Karlova Kohv could not influence or foresee.
8. Direct marketing and processing of personal data
8.1. The Online Shop uses the personal data entered by the buyer (including name, telephone number, address, e-mail address, bank details) only for processing the order and for sending the goods to the buyer.
8.2. The Online Shop forwards personal data to companies providing transport services in order to deliver the goods.
8.3. The Online Shop sends newsletters and offers to the buyer's e-mail address only if the buyer has expressed the wish to receive them by entering an e-mail address on the website and has indicated that they wish to receive direct marketing messages.
8.4. The buyer can opt out of offers and newsletters sent by e-mail at any time by letting us know by e-mail or by following the instructions in the e-mail containing the offers.
8.5. The buyer has the right at any time to prohibit the collection and use of their personal data, except where it is necessary to enforce a claim arising from the contract or to deliver the goods.
8.6. Encrypted data communication with banks when paying for purchases ensures that the buyer's personal bank credentials remain secure, and the Online Shop has no access to them.
9. Dispute resolution
9.1. If the buyer has any claims regarding the Online Shop, they must be sent to the e-mail address karlovakohv@karlovakohv.ee.
9.2. If the buyer and the Online Shop cannot resolve a dispute by agreement, the buyer can turn to the Consumer Disputes Committee. The Consumer Disputes Committee is competent to resolve disputes arising from a contract concluded between the buyer and the Online Shop. The review of the buyer's complaint by the committee is free of charge.
9.3. The buyer may also turn to the European Union's online dispute resolution platform.
Privacy policy
1. General provisions
1.1. This privacy policy regulates the principles of collecting, processing and storing personal data. Personal data is collected, processed and stored by the controller of personal data, OÜ Karlova Kohv (hereinafter the Controller).
1.2. A data subject within the meaning of the privacy policy is a customer or any other natural person whose personal data is processed by the Controller.
1.3. A customer within the meaning of the privacy policy is anyone who buys goods or services from the Controller's website.
1.4. The Controller follows the data processing principles laid down in legislation and, among other things, processes personal data lawfully, fairly and securely. The Controller is able to confirm that personal data has been processed in accordance with the requirements of the legislation.
2. Collection, processing and storage of personal data
2.1. The personal data that the Controller collects, processes and stores is collected electronically, mainly via the website and e-mail.
2.2. By sharing their personal data, the data subject gives the Controller the right to collect, organise, use and manage, for the purposes defined in the privacy policy, the personal data that the data subject shares with the Controller, directly or indirectly, when buying goods or services on the website.
2.3. The data subject is responsible for ensuring that the data they provide is accurate, correct and complete. Knowingly providing false data is considered a breach of the privacy policy. The data subject is obliged to notify the Controller immediately of any change in the data provided.
2.4. The Controller is not liable for any damage caused to the data subject or to third parties by the data subject providing false data.
3. Processing of customers' personal data
3.1. The Controller may process the following personal data of the data subject:
3.1.1. First name and surname;
3.1.2. Telephone number;
3.1.3. E-mail address;
3.1.4. Delivery address.
3.2. In addition to the above, the Controller has the right to collect data about the customer that is available in public registers.
3.3. The legal basis for processing personal data is Article 6(1)(a), (b), (c) and (f) of the General Data Protection Regulation:
a) the data subject has given consent to the processing of their personal data for one or more specific purposes;
b) processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract;
c) processing is necessary for compliance with a legal obligation to which the controller is subject;
f) processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.
3.4. Processing of personal data according to the purpose of processing:
3.4.1. Purpose of processing – safety and security
Maximum retention period of personal data – in accordance with the time limits stated in law
3.5. The Controller has the right to share customers' personal data with third parties, such as authorised processors, accountants, transport and courier companies and companies providing money transfer services. The Controller forwards the personal data required for making payments to the authorised processor Maksekeskus AS.
3.6. When processing and storing the data subject's personal data, the Controller applies organisational and technical measures that ensure the protection of personal data against accidental or unlawful destruction, alteration, disclosure and any other unlawful processing.
3.7. The Controller stores the data subjects' data depending on the purpose of processing, but for no longer than 3 years.
4. Rights of the data subject
4.1. The data subject has the right to access and review their personal data.
4.2. The data subject has the right to receive information about the processing of their personal data.
4.3. The data subject has the right to supplement or correct inaccurate data.
4.4. If the Controller processes the data subject's personal data on the basis of the data subject's consent, the data subject has the right to withdraw their consent at any time.
4.5. To exercise their rights, the data subject can contact the online shop's customer support at tellimused@karlovakohv.ee.
4.6. To protect their rights, the data subject can file a complaint with the Data Protection Inspectorate.
5. Final provisions
5.1. These data protection terms have been drawn up in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), the Personal Data Protection Act of the Republic of Estonia, and the legislation of the Republic of Estonia and the European Union.
5.2. The Controller has the right to amend the data protection terms in whole or in part, notifying data subjects of the changes via the website karlovakohv.ee/pood.