In short: these are the terms of sale of the Hiking BaltNorth e-shop. They cover prices, placing an order, delivery, the right of withdrawal, and how complaints and disputes are handled, and they apply to every customer who orders goods from the e-shop.

1. General provisions

1.1 These terms and conditions of the e-shop of Pilved OÜ (registry code 14382881, address Tallinna mnt 52, Võru linn, Võru maakond 65605, e-mail [email protected]; hereinafter the seller or the Hiking BaltNorth e-shop) apply to all persons (hereinafter the buyer, consumer or customer) who use the e-shop at www.hikingbaltnorth.com or order goods from the e-shop, including by concluding a sales contract for the purchase of goods from the e-shop (hereinafter the sales contract).

1.2 By accepting the terms and conditions, the buyer confirms that they have read, agree to and will comply with them. In the event of a conflict between the terms and conditions and the provisions of the sales contract, the sales contract prevails.

1.3 The seller keeps the terms of the sales contract concluded with the buyer on a durable medium. The seller sends the order confirmation and the terms of the sales contract to the e-mail address provided by the buyer, and the buyer can save and reproduce them.

1.4 These terms apply to goods sold in the online shop. Gear rental is also subject to the rental terms. Trips are organised and sold by Hiking BaltNorth OÜ (registry code 14786122) and are subject to the terms of participation.

2. Prices

2.1 All prices shown in the Hiking BaltNorth e-shop include 24% VAT.

2.2 We can sell products to customers outside the European Union at a 0% VAT rate. The 0% VAT rate is shown on the invoice we issue to the customer.

3. Placing an order

3.1 To place an order, select the product you want and add it to the shopping cart by clicking the "ADD TO CART" button on the product page. You can then continue choosing other products by clicking the "CONTINUE SHOPPING" button, or start placing the order in the shopping cart.

3.2 In the shopping cart you can change the quantity of the goods and remove products.

3.3 When you are sure that you do not want to add more products to the shopping cart and that the sizes, dimensions and quantities of the selected goods are correct, you can start filling in the payer and delivery details.

3.4 Make sure that the payer and delivery details you enter are correct, because the fast and trouble-free delivery of the products you purchased depends on the accuracy and correctness of this information.

3.5 You choose the payment method at checkout: bank link payment (Montonio), card payment, hire purchase via ESTO or Inbank (Montonio), "Pay later" or invoice by bank transfer. When paying by invoice, we send the invoice as a PDF by e-mail. The order confirmation is always sent by e-mail. When picking up the order you can also pay on the spot in cash or by card.

3.6 An order is prepared and delivered only against 100% prepayment.

4. Delivery terms

4.1 All ordered goods are dispatched no later than 3 working days after the payment is received. If it turns out that this is not possible for some reason, we will let you know immediately by e-mail or by phone. For certain goods the delivery time also depends on the importer and is indicated on the product page.

4.2 Ordered goods are delivered to the delivery address you gave in the order. If you find after placing the order that you still want to change the delivery details, please let us know as soon as possible by e-mail at [email protected] or by phone at +3725222181!

4.3 Delivery within Estonia usually takes 1-3 working days, and delivery abroad 2-14 working days. The delivery times given are estimates and we cannot always guarantee delivery within the stated period, because the final delivery time depends on our transport partners.

4.4 Delivery methods and prices are listed on the Delivery and payment page and shown at checkout before you confirm the order. Delivery to a parcel locker in Estonia is free for orders over 100 €.

4.5 You can also pick up your order in Võru (Tallinna mnt 52) by agreement. The order is ready for pick-up once we have notified you by e-mail or phone.

5. Security and data protection

5.1 All personal data that becomes known in connection with visiting the Hiking BaltNorth e-shop and making a purchase is treated as confidential information. We collect and use only the customer data that is necessary for fulfilling the order and maintaining the customer relationship. The Hiking BaltNorth e-shop does not disclose its customers' data to third parties, unless this is necessary for fulfilling the order or required by law.

5.2 On request, the customer has the right to demand that their data be deleted from the e-shop database.

5.3 For details on how we process personal data, see our privacy policy.

6. Right of withdrawal

6.1 Under § 56 of the Law of Obligations Act, the consumer has the right to withdraw from a contract concluded by means of distance communication within 14 days without giving a reason.

6.2 The withdrawal period is 14 days and starts on the day you, or a third party you named (other than the carrier), received the goods.

6.3 To meet the deadline for exercising the right of withdrawal, it is sufficient to send the notice of withdrawal before the withdrawal period expires.

You can send us the return application in free form by e-mail to [email protected]. Be sure to keep a copy of the application in a form that allows written reproduction (e.g. an e-mail), because the consumer must prove the withdrawal from the contract!

6.4 Please note that the consumer must return the goods to the seller no later than 14 days after submitting the withdrawal application!

6.5 The consumer may use the product to examine it only in the way that is necessary given the nature of the product, and only as they would normally be allowed to do in a shop (Law of Obligations Act § 56 (4)). Therefore, please return the goods unused, with the labels attached, in good condition and, where possible, in the original packaging!

6.6 If the product has been used for longer or more than is necessary to establish the nature, characteristics and functioning of the goods, the consumer does not lose the right of withdrawal but is liable for the decrease in the value of the goods! The decrease in value may consist of cleaning and repair costs and, where the goods can no longer be sold as new, of objectively justified damage that arises when the returned goods are sold by the trader as used goods.

6.7 The costs of returning the goods are borne by the consumer!

6.8 We will refund the amount paid for the product, together with the delivery costs (except for additional costs resulting from the delivery method you chose), without delay and no later than 14 days after the day we learn of your decision to withdraw from the contract. We make the refund using the same payment method you used to make the payment, unless you have expressly agreed to a different payment method; in any case, you will not incur any fee or other cost as a result of such a refund. The Hiking BaltNorth e-shop reserves the right to refuse the refund until we have received the goods that are the subject of the contract or until you have provided proof that you have sent the goods back, whichever happens first.

6.9 Send returned goods to Pilved OÜ, Tallinna mnt 52, 65605 Võru, Estonia, or bring them in by agreement. Please include the order number.

6.10 The right of withdrawal does not apply in the cases listed in § 53 (4) of the Estonian Law of Obligations Act, in particular goods made to the consumer's specifications, goods that deteriorate quickly, and sealed goods unsuitable for return for health or hygiene reasons once unsealed after delivery.

7. Terms for handling complaints and disputes

7.1 Under § 218 (2) of the Law of Obligations Act, the seller is liable for any non-conformity of the goods with the contract that becomes apparent within 2 years of the goods being handed over to the buyer. It is presumed that a non-conformity that becomes apparent within 6 months of the day the goods were handed over to the buyer existed already when the goods were handed over, unless this presumption is incompatible with the nature of the goods or the defect.

7.2 For defective goods, the consumer has the right to submit complaints to the Hiking BaltNorth e-shop within 2 years of the day the goods were handed over. A complaint must be submitted without delay, but no later than 2 months after the defect was discovered! Upon discovering a defect, the consumer must take reasonable measures to preserve and protect the goods, including not using the defective goods if using them would further worsen their condition.

7.3 If the goods do not conform to the contract, the buyer may demand that the seller repair or replace the goods, if this is possible and does not cause the seller unreasonable costs or unjustified inconvenience compared with other remedies, taking into account, among other things, the value of the goods, the significance of the non-conformity and the buyer's ability to obtain goods that conform to the contract elsewhere without significant inconvenience. Instead of repairing the product, the seller may replace it with a product that conforms to the contract (Law of Obligations Act § 222 (1)). If repairing or replacing the product is not possible, the consumer also has the right to withdraw from the contract and demand a refund.

7.4 When a complaint is submitted, the seller always bears the costs of handling the complaint and of repairing or replacing the goods during the first 6 months after the goods were handed over, in particular transport, postal, labour, travel and material costs (Law of Obligations Act § 222 (4)). During the following 1.5 years the seller bears the corresponding costs only if the complaint was justified.

7.5 The Hiking BaltNorth e-shop is not liable if the product has been damaged through the fault or negligence of the buyer, for defects that have arisen from using the product for a purpose other than intended, or for natural physical wear and tear in normal use.

7.6 If the seller and the consumer cannot reach an agreement, the consumer has the right to contact the competent supervisory authority, which in Estonia is the Consumer Protection and Technical Regulatory Authority (TTJA) at Endla 10a, Tallinn 10122, e-mail: [email protected]. The Consumer Disputes Committee is competent to resolve disputes arising from a contract between a consumer and a business that the parties have not been able to resolve by agreement.

7.7 To submit a complaint, send the Hiking BaltNorth e-shop a relevant application to the e-mail address [email protected], stating the following information:

Your name and phone number
Date of submitting the complaint
Order number
Description of the defect
Your claim (exchange for a new product, refund, etc.)
If possible, attach pictures of the defect to the application

7.8 Your complaint will be answered at the first opportunity, but no later than within 15 days.

Last updated: 17.10.2026