14-day consumer withdrawal right

For a standard product bought online, you may withdraw without giving a reason within 14 days after you or your nominated recipient receives the goods. If one order arrives in separate deliveries, the period starts after the last item. Send a clear withdrawal notice before the period expires, then return the goods within 14 days of your notice. You do not need our permission or a return authorisation to exercise this right.

 

How to notify us and return a product

Email info@plateframes.eu, use the online withdrawal function where provided, or send a written notice to motli OÜ, Paepargi tn 50/1, 11417 Tallinn, Estonia. Include your name, order identification and the product you are returning. The model notice below is optional; any unequivocal withdrawal statement is sufficient.

Return address: motli OÜ, Paepargi tn 50/1, 11417 Tallinn, Estonia. Contact us if you wish to arrange an alternative parcel-locker return. Asking for delivery instructions does not extend or replace the notice deadline. Pack the goods securely and keep evidence of postage. You pay direct return postage for a change-of-mind return.

 

Inspection, installation and packaging

During the statutory withdrawal period, original packaging is not compulsory. You may examine the product as you would in a shop. Installation or test-fitting does not automatically cancel your right to withdraw. You may be liable for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, such as avoidable scratches or installation damage. Any deduction must reflect actual diminished value.

 

Refunds under the statutory right

We refund the payment, including our least expensive standard outbound delivery, within 14 days after receiving your withdrawal notice. We may withhold repayment until the goods are received or you provide evidence of return, whichever happens first. We use the original payment method unless you expressly agree otherwise without a fee. An extra charge for a premium delivery option you chose is not refundable.

 

Personalised products

The statutory change-of-mind right does not apply to goods made to your individual specifications or clearly personalised, such as a strip with your own name, text or logo. This exception does not apply merely because a normal standard product is produced after ordering or you choose a stock option.

If you want to amend or cancel a personalised order, contact us as early as possible. We will check its progress and explain whether a voluntary change or cancellation is possible. Personalised goods that are faulty, incorrect or do not match the agreed order retain their statutory conformity rights.

 

Our additional 30-day standard-product offer

In addition to your statutory rights, we accept change-of-mind returns of standard products when you notify us within 30 days of receipt. For notices sent on days 15–30 only, this voluntary offer requires an unused, undamaged, uninstalled product in its original packaging. Return it within 14 days after your notice and pay return postage. We refund the product price within 14 days after receiving and checking the goods. This extra offer does not restrict your statutory 14-day right or defect claims.

 

Faulty, damaged or incorrect goods

Contact info@plateframes.eu with your order details and a description of the problem. Photos and retained packaging help us investigate; there is no 48-hour deadline that removes your rights. Consumers can claim for a lack of conformity appearing within two years after delivery and should notify us within two months of discovering it. Under Estonian law, a defect appearing in the first year is presumed to have existed at delivery unless incompatible with the goods or defect.

We arrange a lawful remedy, normally repair or replacement subject to the rules on impossibility and disproportionate cost. Necessary transport and justified remedies are free and must not cause significant inconvenience. A price reduction or termination and refund is available where the legal conditions are met, including a failed remedy or a sufficiently serious defect. We respond to written consumer complaints within 15 days or explain any justified delay. See Terms and Conditions for dispute resolution.

 

Optional model withdrawal notice

To: motli OÜ, Paepargi tn 50/1, 11417 Tallinn, Estonia; info@plateframes.eu.

I hereby give notice that I withdraw from my contract for the sale of the following goods: [product and quantity].

Order number or other order identification: [details].

Ordered on / received on: [dates].

Consumer’s name: [name].

Consumer’s address: [address].

Date: [date].

Consumer’s signature: [only if this notice is sent on paper].

Last updated: 10 October 2026.