ONLINE STORE TERMS OF SALE AND USE

Mativesi OÜ

Effective from 1 October 2026

These terms apply to both consumers and business customers, but their rights and obligations differ. The label accompanying each section indicates to whom the provision applies: “Applies to all customers”, “Applies to consumers only” or “Applies to business customers only”. Consumers always retain all rights arising from mandatory provisions of Estonian and European Union law.

Main differences between customer types

Topic	Consumer	Business customer
Who is the customer?	A natural person purchasing outside their business or professional activities.	A legal entity or a natural person purchasing for business or professional purposes.
Price	The final price includes applicable VAT.	The quotation may show a price excluding VAT if this is clearly stated.
14-day right of withdrawal	Applies to distance contracts to the extent provided by law.	There is no statutory 14-day right of withdrawal.
Defective goods	Mandatory consumer sales protection applies, including a liability period of generally two years.	Rights arise from the contract, quotation, guarantee and the Law of Obligations Act.
Inspection of goods	A defect must be reported no later than two months after its discovery.	The goods must be inspected within a reasonable time and any defect reported promptly and in sufficient detail.
Response to complaints	Written complaints are answered within 15 days.	A response is provided within a reasonable time; the 15-day consumer rule does not apply.
Dispute resolution	The customer may contact the Consumer Disputes Committee and a competent court.	The Consumer Disputes Committee does not resolve disputes involving business customers; such disputes are resolved through negotiation or in court.
Limitations of liability	Mandatory consumer rights are not restricted.	The limitations of liability for business customers set out in these terms apply unless a separate contract provides otherwise.

1 Seller details and application of the terms

APPLIES TO ALL CUSTOMERS

• Seller and online store operator: osaühing MATIVESI (Mativesi OÜ)
• Company registration number: 11423206
• VAT registration number: EE101194666
• Address and return address: Pae tn 4/2, Pärnu, Pärnu County, 80042 Estonia
• Office and shop: Pae 4, 80042 Pärnu, Estonia
• Email: info@mativesi.ee
• Telephone: +372 5192 7981
• Website: www.mativesi.ee

These terms apply to purchases from the Mativesi OÜ online store and, to the extent agreed in a quotation, also to orders placed on the basis of a quotation, related installation and maintenance services, and use of the website. A quotation, contract or order confirmation relating to a specific order constitutes special terms in relation to these terms.

2 Determining the customer type

APPLIES TO ALL CUSTOMERS

A consumer is a natural person entering into a transaction for purposes unrelated to their independent business or professional activities. A business customer is a legal entity or a natural person entering into a transaction for business or professional purposes.

The customer type is determined by the actual purpose of the purchase, rather than solely by the account type, email address, payment method or the name of the invoice recipient. A person placing an order on behalf of a company confirms that they are authorised to represent that company. If the information provided by the buyer does not clearly establish the customer type, Mativesi OÜ may request clarification before confirming the order.

Provisions intended for consumers apply only to consumers. Provisions intended for business customers apply only to business customers. Provisions intended for all customers apply to both, but apply to consumers only insofar as they do not reduce mandatory consumer rights.

3 The roles of Mativesi OÜ and Veetehnoloogia OÜ

APPLIES TO ALL CUSTOMERS

The seller for orders placed through the online store's cart and checkout is Mativesi OÜ, unless clearly stated otherwise before the order is placed.

Mativesi OÜ may forward a request for a quotation to Veetehnoloogia OÜ (company registration number 10704239) if the enquiry concerns that company's products, services or area of expertise. Veetehnoloogia OÜ may request clarification and prepare and submit a quotation in its own name. In that case, the seller and contracting party is the company named in the quotation, and the terms specified in the quotation apply to the contract. Mativesi Group is the companies' shared trading name, not a separate legal entity.

4 Goods, prices and product information

APPLIES TO ALL CUSTOMERS

• The main characteristics of the goods or services, the price and the necessary technical conditions are provided on the product page, in the cart, at checkout or in the quotation before the contract is concluded.
• Used goods
• Mativesi OÜ does not provide an additional commercial guarantee for used goods unless stated otherwise for the particular item.
• Delivery charges and other mandatory additional costs are displayed before an order involving an obligation to pay is placed or are specified in the quotation. If a cost cannot be calculated precisely in advance, the basis for its calculation is explained.
• Product photographs are illustrative. The colour, packaging or a minor design detail may differ, but the goods must conform to the description, agreement and applicable law.
• The dimensions, connections, materials, electrical specifications and permitted operating conditions of technical products must be checked before ordering. If information differs between sources, written confirmation must be requested from Mativesi OÜ.
• Mativesi OÜ may correct an obvious error in pricing, stock availability or technical information. If the buyer should reasonably have recognised the error or the goods are not actually available, Mativesi OÜ may decline to accept the order and will refund any payment received without delay.

APPLIES TO CONSUMERS ONLY

The final price displayed to a consumer includes applicable VAT, and all unavoidable additional costs are disclosed before an order involving an obligation to pay is placed.

APPLIES TO BUSINESS CUSTOMERS ONLY

Prices in a quotation or price list for business customers may be stated excluding VAT if this is clearly indicated. VAT is added as required by law.

5 Requests for quotations, orders and conclusion of the contract

APPLIES TO ALL CUSTOMERS

5.1 Requests for quotations

A quotation may be requested for a product without a listed price, a spare part, installation, maintenance or a custom solution. A request for a quotation does not oblige the buyer to place an order or Mativesi OÜ or Veetehnoloogia OÜ to sell goods or provide services. A contract is formed when the company named in the quotation and the buyer have agreed on the essential terms and the quotation has been accepted in accordance with its terms.

5.2 Orders through the WooCommerce online store

1. The buyer adds the goods to the cart, enters the required information, selects an available delivery and payment method, and checks the order summary.
2. Before the order is placed, the price of the goods, mandatory additional costs, delivery details and main terms are displayed. The order button clearly indicates that placing the order creates an obligation to pay.
3. Before placing the order, the buyer confirms that they have read the terms of sale. The terms are made available in a form that allows them to be saved or reproduced.
4. Placing an order constitutes the buyer's binding offer to purchase the goods. An acknowledgement automatically sent through WooCommerce or FluentSMTP does not constitute acceptance of the order unless expressly stated otherwise in that acknowledgement.
5. The sales contract is concluded when Mativesi OÜ sends an invoice or advance payment invoice for the order to the email address provided by the buyer. By sending the invoice, Mativesi OÜ confirms acceptance of the order and undertakes to fulfil it in accordance with the terms specified in the invoice, order confirmation and these terms.
6. An automatic order acknowledgement sent through WooCommerce or FluentSMTP without an accompanying invoice does not constitute acceptance of the order or confirmation that a sales contract has been concluded. If payment was received before the invoice was sent but the order cannot be accepted, the buyer will be notified and the amount received will be refunded without delay.

The buyer is responsible for the accuracy of the information entered. After placing an order, any request for a correction must be sent promptly to info@mativesi.ee; a change is possible only if the stage of order fulfilment still permits it.

6 Payment

APPLIES TO ALL CUSTOMERS

The order may be paid for using a payment method shown at checkout or in the quotation. Available payment methods and any service fees are displayed before the order is placed. WooPayments may facilitate payments through Stripe and other payment network participants.

Mativesi OÜ does not store complete payment card details. A card payment may be authorised or the amount reserved before the order is confirmed; final settlement takes place in accordance with the payment method used and the order status.

For sales against an invoice, payment must be made by the due date stated on the invoice. In the event of late payment, Mativesi OÜ may claim late payment interest and collection costs permitted by law or contract and suspend fulfilment of orders that have not yet been fulfilled.

APPLIES TO CONSUMERS ONLY

Mandatory legal provisions protecting consumers are observed in relation to late payment interest, collection costs and suspension of order fulfilment.

APPLIES TO BUSINESS CUSTOMERS ONLY

Unless stated otherwise in the quotation or invoice, Mativesi OÜ may charge a business customer statutory late payment interest and claim reimbursement of collection costs permitted by law from the day following the payment due date.

7 Delivery, ownership and receipt of goods

APPLIES TO ALL CUSTOMERS

• Available delivery methods and destination countries are displayed at checkout or specified in the quotation. If the desired destination country or delivery method is not displayed, delivery arrangements may be agreed separately.
• The estimated delivery time is shown on the product page, at checkout, in the quotation or in the order confirmation. The lead time for goods ordered on request or custom goods depends on the manufacturer and the agreement.
• If delivery is affected by a circumstance that Mativesi OÜ could not reasonably foresee or avoid, the buyer will be notified of the delay and the new estimated delivery date.
• Ownership of the goods passes to the buyer after the full purchase price has been paid, to the extent that retention of title is permitted by law.
• Where possible, visible damage to packaging should be recorded in the carrier's presence and reported to Mativesi OÜ as soon as possible.

APPLIES TO CONSUMERS ONLY

If a delivery time has not been separately agreed with the consumer, the goods will be delivered without undue delay and no later than 30 days after the contract is concluded. A delay does not restrict the consumer's right to grant an additional period for performance, terminate the contract or exercise other legal remedies.

The risk of accidental loss of or damage to the goods passes to the consumer when the consumer or a third party designated by the consumer, other than the carrier, has physically received the goods. If the consumer independently selects a carrier not offered by Mativesi OÜ, the statutory exception applies. Failure to record packaging damage does not deprive the consumer of their statutory rights.

APPLIES TO BUSINESS CUSTOMERS ONLY

A business customer's delivery time, delivery terms, transfer of risk and acceptance procedure are determined primarily by the quotation, order confirmation or a separate contract. In the absence of an agreement, the Law of Obligations Act applies.

8 Consumer rights

APPLIES TO CONSUMERS ONLY

8.1 Fourteen-day right of withdrawal

A consumer has the right to withdraw from a contract concluded online without giving a reason within 14 days. For goods, the period begins on the day the consumer or a third party designated by the consumer, other than the carrier, physically takes possession of the goods. For an order consisting of several goods delivered separately, the period begins upon receipt of the last item.

To withdraw, the consumer may use the withdrawal button or an equivalent online function on the website, the model form in the annex to this document, or send another unambiguous statement to info@mativesi.ee before the deadline expires. Use of the model form is not mandatory.

8.2 Return of goods and refunds

• The consumer must return the goods to Pae tn 4/2, Pärnu, 80042 Estonia without delay and no later than 14 days after submitting the withdrawal statement.
• The consumer bears the direct cost of returning the goods unless Mativesi OÜ has agreed to bear it or failed to inform the consumer of this obligation before the contract was concluded.
• Mativesi OÜ will refund all payments received under the contract from which the consumer has withdrawn, including the cost of the least expensive standard delivery method offered, without delay and no later than 14 days after receiving the withdrawal statement. Any additional cost of a more expensive delivery method selected by the consumer will not be refunded.
• The refund will generally be made using the same payment method. For a sales contract for goods, Mativesi OÜ may withhold the refund until the goods have been returned or the consumer has provided evidence that they have been sent back.
• The consumer is liable for any reduction in the value of the goods only if they have handled the goods beyond what is necessary to establish their nature, characteristics and functioning in the manner possible in a physical shop.

8.3 Exceptions to the right of withdrawal

The right of withdrawal does not apply, among others, to the following contracts under the conditions laid down by law:

• goods made to the consumer's specifications or clearly personalised, including equipment or custom solutions made to specified dimensions, materials, connections or control logic;
• goods that, after delivery, are mixed or combined with another item in a manner that makes separation impossible;
• sealed goods that cannot be returned for health protection or hygiene reasons once the packaging has been opened;
• a fully performed service, where performance began with the consumer's prior express consent and acknowledgement that the right of withdrawal would be lost upon full performance;
• urgent repair or maintenance work for which the consumer specifically invited the trader to attend, except for additional services or goods not separately requested;
• digital content not supplied on a physical medium, where supply began with the consumer's prior express consent and acknowledgement of the loss of the right of withdrawal.

8.4 Conformity of goods with the contract and complaints

Mativesi OÜ is liable for any lack of conformity of goods sold to a consumer that existed upon delivery and becomes apparent within two years of delivery. If a defect becomes apparent within one year, it is presumed to have existed upon delivery unless that presumption is incompatible with the nature of the goods or the defect.

The consumer must report a defect no later than two months after discovering it. A complaint should be sent to info@mativesi.ee and, where possible, include proof of purchase, a description of the defect, photographs or a video, the equipment serial number and the requested remedy. Mativesi OÜ will respond in writing or in a form reproducible in writing within 15 days.

• The consumer is initially entitled to require the goods to be repaired or replaced free of charge under the conditions laid down by law.
• Repair or replacement will be carried out within a reasonable time and without significant inconvenience to the consumer. Mativesi OÜ bears the necessary transport, labour and material costs associated with remedying the defect.
• The consumer is entitled to a price reduction or termination of the contract when the statutory conditions are met, for example if the defect is not remedied, recurs or is sufficiently serious.
• A commercial guarantee is a voluntary additional undertaking and does not reduce the consumer's statutory rights. The guarantor provides the precise guarantee terms.
• Mativesi OÜ is not liable for a defect caused by incorrect installation, configuration, use or maintenance, unauthorised modification or unsuitable external influences.

9 Special terms for business customers

APPLIES TO BUSINESS CUSTOMERS ONLY

9.1 Withdrawal and return of goods

A business customer has no statutory 14-day right of withdrawal. Cancellation of an order or return of conforming goods is possible only with Mativesi OÜ's prior written consent and on agreed terms.

Mativesi OÜ may, at its discretion, agree to accept the return of unused standard stock goods. In that case, the business customer bears the transport, inspection, repackaging and other agreed reasonable costs associated with the return. Mativesi OÜ is not obliged to accept returns of custom-ordered, made-to-measure, programmed or used goods, or goods with opened packaging.

9.2 Inspection of goods, notification of defects and remedies

The business customer must reasonably inspect the goods, or arrange for their inspection, as soon as possible after receipt, taking into account the nature of the goods and normal business practice. Any defect must be reported to Mativesi OÜ promptly in a form reproducible in writing and described in sufficient detail.

The business customer's rights, guarantee period, repair, replacement, price reduction and other remedies arise primarily from the quotation, order confirmation, separate contract, manufacturer's guarantee terms and the Law of Obligations Act. The two-year liability period, one-year evidential presumption, two-month notification period and 15-day complaint response period provided for consumers do not apply to business customers.

9.3 Liability towards business customers and compensation for damage

Mativesi OÜ is not liable for a business customer's loss of income, production downtime, loss of use, loss of data or other indirect damage. Unless agreed otherwise in the quotation or contract, Mativesi OÜ's total liability is limited to the amount paid for the goods or services that caused the damage.

10 Technical products, installation and safety

APPLIES TO ALL CUSTOMERS

Equipment and components sold in the online store may be intended for professional use and may require competent design, installation, configuration or maintenance. The buyer must comply with the manufacturer's instructions, safety requirements, permitted operating conditions and applicable standards.

If the suitability of the goods depends on the operating environment, chemical, pressure, temperature, flow rate, power supply, control interface or another technical parameter, the buyer must provide correct and complete input information. General product information does not replace design for a specific application or written confirmation of suitability.

11 The website, WooCommerce and other plugins

APPLIES TO ALL CUSTOMERS

The website uses the WordPress content management system and WooCommerce online store software and is hosted on Zone.ee servers. Website functionality may be provided using plugins or related services including Complianz, FluentSMTP, Google for WooCommerce, Jetpack, TranslatePress, WooCommerce Tax and WooPayments.

Plugins and technical service providers are not parties to the sales contract concluded with the buyer. When using a payment service or another separate service, the provider's terms may apply insofar as they concern that service.

Product descriptions, prices or availability displayed on Google or another external channel may be delayed due to synchronisation. Before the contract is concluded, the information shown at the mativesi.ee checkout or in Mativesi OÜ's quotation applies, except in the case of an obvious error.

A translation displayed through TranslatePress may have been generated automatically. If there is a discrepancy between language versions, the Estonian version shall prevail, unless mandatory law in the consumer's country of residence requires otherwise or Mativesi OÜ has confirmed a particular translation in writing.

Mativesi OÜ may temporarily restrict access to the website for security, maintenance or updates. A technical interruption does not affect a contract already concluded. An order, complaint or withdrawal statement may, if necessary, be sent by email to info@mativesi.ee.

12 Personal data, cookies and emails

APPLIES TO ALL CUSTOMERS

Mativesi OÜ processes personal data relating to orders, requests for quotations, payments, delivery, customer service and website use in accordance with the Privacy Policy published on the website. To fulfil an order, data may be shared with payment, IT, hosting, email, tax and transport service providers and, where necessary, Veetehnoloogia OÜ.

Complianz manages cookie preferences. Strictly necessary technologies associated with WooCommerce and website security may operate without consent; analytics and marketing technologies are activated only when the user has given the required consent. Preferences can be changed through the “Manage consent” link.

Transactional emails concerning orders, payments, delivery or accounts are service notifications necessary for performance of the contract and are not marketing. Marketing messages are generally sent to a natural person's contact details only with consent or under the existing customer exception permitted by law.

13 Intellectual property, links and third-party identifiers

APPLIES TO ALL CUSTOMERS

The website's text, photographs, drawings, design and other materials belong to Mativesi OÜ or their respective rights holders. Materials may be used for personal purposes to the extent permitted by law. Other copying, modification, distribution, storage in a database or commercial use requires the rights holder's prior permission.

The website may contain links to third-party websites. Mativesi OÜ does not control their content, availability or data processing. This does not limit Mativesi OÜ's liability where a third party is used to perform Mativesi OÜ's own contractual obligation.

Third-party trademarks, logos and trading names belong to their owners and are used to identify manufacturers, products, services or partners. Display of an identifier does not in itself imply official representation or distribution rights unless expressly stated.

14 Liability and force majeure

APPLIES TO ALL CUSTOMERS

Mativesi OÜ and the buyer are liable for breaches of their obligations to the extent provided by law and contract. Mativesi OÜ is not liable for a breach of an obligation caused by force majeure.

APPLIES TO CONSUMERS ONLY

No provision in these terms limiting liability restricts mandatory consumer rights or liability that the law does not permit to be excluded or limited in relation to consumers.

APPLIES TO BUSINESS CUSTOMERS ONLY

The limitations of liability in section 9.3 also apply to business customers unless agreed otherwise in the quotation or a separate contract.

15 Complaints, dispute resolution and applicable law

APPLIES TO ALL CUSTOMERS

A complaint concerning an order, service or goods should be sent to info@mativesi.ee or made by telephone on +372 5192 7981. The parties will first seek to resolve the dispute through negotiation. The contract is governed by Estonian law.

APPLIES TO CONSUMERS ONLY

Mativesi OÜ responds to a consumer's written complaint within 15 days. If the consumer and Mativesi OÜ cannot reach an agreement, the consumer may contact the Consumer Disputes Committee operating under the Consumer Protection and Technical Regulatory Authority. An application can be submitted through the JVIS self-service portal at jvis.ttja.ee. Assistance in cross-border European Union disputes is available from the European Consumer Centre at consumer.ee. The consumer retains the protection provided by mandatory law in their country of residence and the statutory rules on jurisdiction.

APPLIES TO BUSINESS CUSTOMERS ONLY

The Consumer Disputes Committee does not resolve disputes involving business customers. A business customer's complaint is answered within a reasonable time. If no agreement is reached, the business customer's dispute will be resolved in Pärnu County Court unless agreed otherwise in the quotation or a separate contract, or unless mandatory rules on jurisdiction provide otherwise.

16 Changes to the terms

APPLIES TO ALL CUSTOMERS

Mativesi OÜ may amend these terms when legislation, products, website functions, plugins, services or working arrangements change. An order is generally governed by the terms in force when the order was placed or the contract was concluded. The current version is published on the website together with its effective date. An amendment does not retrospectively reduce rights arising from a contract already concluded or from mandatory law.

Useful links: Mativesi OÜ Privacy Policy at www.mativesi.ee; Consumer Disputes Committee JVIS self-service portal at jvis.ttja.ee; Consumer Protection and Technical Regulatory Authority at www.ttja.ee; European Consumer Centre at www.consumer.ee.

Annex 1 Model withdrawal form

APPLIES TO CONSUMERS ONLY

Complete and return this form only if you wish to withdraw from the contract. Use of the form is not mandatory; a withdrawal statement may also be submitted through the website's withdrawal function or as another unambiguous statement.

Recipient	Mativesi OÜ, Pae tn 4/2, Pärnu, 80042 Estonia; info@mativesi.ee
Statement	I hereby withdraw from the contract for the goods or services specified below.
Goods or services
Order number
Order date
Date of receipt of the goods
Consumer's name
Consumer's address
Email and telephone
Payment method for the refund or any necessary additional information
Date
Signature	Only if the form is submitted on paper.