Return and refund policy

Last updated: 10 July 2026

This policy applies to purchases made in the fived.ee online store. The seller is FIVED TRADE OÜ, registry code 17513407. Contact: info@fived.ee, telephone +372 5364 1093.

14-day right of withdrawal

A consumer has the right to withdraw from a distance sales contract without giving a reason within 14 days from the day on which the consumer or a designated third party other than the carrier took physical possession of the goods. For an order delivered in several parts, the period starts when the last part is received.

To withdraw, use the Withdrawal from the contract page or send a clear notice to info@fived.ee before the deadline. Include your name, order number, returned product and email address. We will send confirmation of receipt by email.

Inspection and reduction in value

The consumer may inspect the product in the same way as in a regular shop. The consumer is responsible only for a reduction in value caused by handling beyond what is necessary to check the nature, properties and functioning of the goods. Damage, an incomplete set or unnecessary use may reduce the refundable amount to the extent permitted by law.

Returns

• Goods must be returned without undue delay and no later than 14 days after the withdrawal notice is submitted.
• Returned goods must be complete and safely packed. Please keep the original packaging where reasonably possible.
• Direct return costs are borne by the customer unless the goods were wrong, damaged or defective, or we agreed otherwise.
• We recommend using a trackable shipping method and keeping proof of dispatch.

Refund

We will refund payments received from the consumer, including the original standard delivery cost, without undue delay and no later than 14 days after receiving the withdrawal notice. If the customer chose a more expensive delivery method, the additional cost need not be refunded.

We may wait with the refund until the goods have been returned or the customer has provided proof of return. Refunds are generally made to the same payment method used for the order.

Exceptions to the right of withdrawal

The right of withdrawal does not apply in cases provided by law, including goods made or personalised to the customer's specifications; perishable goods; sealed goods unsuitable for return for health or hygiene reasons once unsealed; goods inseparably mixed with another item after delivery; opened audio or video recordings or computer software; and digital content whose supply has begun with the consumer's express prior consent and acknowledgement that the right of withdrawal is lost.

Defective, damaged or incorrect goods

If goods are damaged, incorrect or do not conform to the contract, write to info@fived.ee as soon as possible. Include the order number, a description of the issue and photographs where possible. Depending on the law, the solution may be repair, replacement, price reduction, termination of the contract or a refund.

Right to submit a complaint

The consumer may submit a complaint about non-conformity within the period provided by law. In consumer sales, the seller is generally responsible for a defect that becomes apparent within two years of delivery. Any additional manufacturer or seller warranty does not limit the consumer's statutory rights.