Terms of sale
The owner of the online store www.lotos-pharma.ee (hereinafter referred to as the Online Store) is SIA Lotos Pharma (registration code 4010363892), located at Pernavas Street 1-39, Riga, 1012, Republic of Latvia.
Validity of the Sales Agreement, Product and Price Information
These terms of sale apply to purchases made from the Online Store.
The prices of products sold in the Online Store are indicated next to the products. Delivery fees are added to the price. All prices in the Online Store are in euros and include 21% VAT.
The delivery fee depends on the buyer’s location and the delivery method. The delivery fee is displayed to the buyer during the checkout process and includes 21% VAT.
Product information is provided directly next to the respective product in the Online Store.
Placing an Order
To order goods, the desired products must be added to the shopping cart. To complete the order, the required data fields must be filled in and a suitable delivery method selected. The total price will then be displayed, which can be paid securely using the following payment methods:
Estonian bank payments: Swedbank, SEB, Luminor, LHV, Coop Pank, Citadele, Pocopay
Visa/Mastercard card payments
NB! When paying via bank link, please make sure to click the button “Return to merchant” on the bank’s page.
Payments are processed by Montonio Finance UAB. Payments are made outside the Online Store in a secure environment – in the secure environment of the respective bank when paying via bank link, and in the secure environment of Maksekeskus AS when paying by credit card. The seller has no access to the customer’s bank or card data. The agreement enters into force once the payment has been received in the Online Store’s bank account.
The owner of the Online Store is the controller of personal data and forwards the personal data necessary for processing payments to the authorized processor Montonio Finance UAB.
If the ordered product cannot be delivered due to the item being out of stock or for any other reason, the buyer will be notified as soon as possible, and the paid amount (including delivery costs) will be refunded promptly, but no later than within 14 days of sending the notice.
Delivery
Products are delivered to the following country: Estonia
The buyer can choose from the following delivery options: Omniva and PDP parcel terminals
The cost of delivery is borne by the buyer, and the applicable fee is displayed next to the delivery option.
Domestic shipments in Estonia usually reach the destination specified by the buyer within 2 business days from the entry into force of the sales agreement. Deliveries outside Estonia take 3–6 calendar days.
In exceptional cases, the Online Store has the right to deliver goods within up to 45 calendar days.
Right of Withdrawal
After receiving the order, the buyer has the right to withdraw from the contract concluded in the Online Store within 14 days.
The right of withdrawal does not apply if the buyer is a legal entity.
To exercise the 14-day return right, the product may only be used to the extent necessary to verify its nature, characteristics, and functioning in the same way it would be allowed in a physical store. The returned product must be undamaged and retain its original commercial appearance. Tags and protective films must remain intact. The product must be returned in its original packaging with all original contents, including the user manual.
If the product has been used for purposes other than necessary to determine its nature, characteristics, or functioning, or shows signs of wear and tear, the Online Store has the right to reduce the refundable amount in proportion to the decrease in the product’s value.
To return goods, the buyer must submit a withdrawal application, which can be found at the bottom of this page or sent by email to info@lotos-pharma.ee no later than 14 days after receiving the goods.
The cost of returning goods is borne by the buyer, except where the reason for return is that the delivered item does not match the order (e.g., wrong or defective product).
The buyer must return the product within 14 days of submitting the withdrawal application or provide proof that the goods have been handed over to the carrier during that period.
Upon receiving the returned goods, the Online Store will refund all payments received from the buyer under the contract promptly, but no later than 14 days from the receipt of the withdrawal application.
The Online Store may withhold the refund until the goods have been returned or until the buyer has provided proof of return, whichever occurs first.
The Online Store reserves the right to cancel the transaction and demand the return of the goods if the product price in the Online Store was mistakenly listed significantly below the market value.
If the buyer does not collect the goods from the parcel terminal within 7 calendar days and the shipment is returned to the Online Store according to the service provider’s terms, the buyer is deemed to have withdrawn from the contract. The seller will refund the purchase amount, including delivery fees, promptly but no later than within 30 calendar days.
Right to Submit a Complaint
If the buyer discovers upon receiving the goods that they have received the wrong or defective product, or if the goods are not in good condition or not in sealed packaging, they must immediately contact the Online Store by emailing info@lotos-pharma.ee.
The Online Store is responsible for non-conformities or defects in the goods sold to the buyer that existed at the time of delivery and that become apparent within two (2) years from the date of delivery.
The buyer must inform the Online Store of a defect within two months of its discovery by emailing info@lotos-pharma.ee or calling +372 5340 2585.
The Online Store is not liable for defects that occur after the goods have been delivered to the buyer.
If a product purchased from the Online Store has defects for which the Online Store is responsible, the Online Store will repair or replace the defective product. If the product cannot be repaired or replaced, the Online Store will refund all fees received under the sales agreement.
The Online Store will respond to consumer complaints in writing or in a form that allows written reproduction within 15 days.
Direct Marketing and Processing of Personal Data
The Online Store uses personal data provided by the buyer only for processing the order and delivering the goods. The Online Store forwards personal data to the delivery service provider to enable delivery.
The Online Store will send newsletters and offers to the buyer’s email address if the buyer has expressed their wish to receive them by entering their email on the website and consenting to direct marketing messages. By making a purchase in the Online Store, the buyer also consents to receiving newsletters and offers to their email address.
The buyer may unsubscribe from marketing emails at any time by notifying the Online Store at info@lotos-pharma.ee or by clicking the unsubscribe link provided in the email.
Dispute Resolution
If the buyer has complaints regarding the Online Store, they must send them to info@lotos-pharma.ee or call +372 5340 2585.
If the buyer and the Online Store cannot resolve the dispute through agreement, the buyer may contact the Consumer Disputes Committee. Conditions and application forms are available here. The Committee is competent to resolve disputes arising from contracts between buyers and the Online Store. The review of a complaint by the Committee is free of charge for the buyer.
The buyer may also use the European Union Online Dispute Resolution (ODR) platform.