1. Submitting a Claim

1.1. If a product does not meet the agreed quality, arrives defective, or there is another issue with the order, the Customer must notify SCANSHOP OÜ immediately by e-mailing info@scanshop.ee.
1.2. The e-mail must include:

  • Customer’s full name and contact details
  • Order number or invoice reference
  • A clear description of the issue
  • Supporting photos/videos of the defect or problem

1.3. All claims will be reviewed within 3 working days, after which the Customer will be contacted with further instructions.

1.4. Depending on the situation, the Customer may request:

  • repair or replacement of the Product,
  • a reduction in the purchase price, or
  • a refund if repair or replacement is not possible within a reasonable time.

1.5. SCANSHOP OÜ is not responsible for:

  • damages caused by improper or unintended use of the product,
  • normal wear and tear,
  • defects caused by failure to follow user or maintenance instructions,
  • loss of value caused by Customer’s fault.

1.6. Claims cannot be processed if the purchase cannot be proven (e.g., lack of order confirmation or invoice).

2. Product Returns

2.1. Customers may withdraw from an order within 14 days of receiving the goods, provided there is a valid reason.

2.2. Before returning any product, the Customer must first notify SCANSHOP OÜ at info@scanshop.ee with:

  • the reason for the return, and
  • photos showing the condition of the product.

⚠️ Returned items must not be shipped back without receiving written confirmation and return instructions from SCANSHOP OÜ. Any unsolicited returns sent directly to our company address will not be accepted.

2.3. Once approval is given, the Customer will be provided with the correct return address and instructions. The product must be carefully repackaged in its original packaging to ensure safe transport.

2.4. After SCANSHOP OÜ confirms receipt of the returned product, the Customer will receive a written confirmation.

2.5. Refunds are processed within 14 days after the returned product has been received and inspected. The refund will be transferred to the same bank account used for the original payment.

2.6. Refunds cover the value of the returned product(s). Delivery costs and return shipping fees are not reimbursed unless otherwise agreed. Return shipping costs are the responsibility of the Customer.

2.7. Returned items must be unused and undamaged. If the product has been handled in a way beyond what is necessary to check its functionality or appearance, SCANSHOP OÜ reserves the right to reduce the refund amount proportionally to the loss in value.