Refund policy

Returns and complaints

To return an item or report a problem, email contact@t-shark.ee, including your order number if available. We will help with the next steps.

14-day right of withdrawal

Consumers may withdraw from an online purchase without giving a reason within 14 days of receiving the goods. If items in an order arrive separately, the period begins when the last item arrives. You may also give notice before delivery.

Choosing standard catalogue designs, sizes or colours does not remove this right, even when the item is produced after ordering. An exception may apply only to goods made to your individual specifications or clearly personalised, where disclosed before purchase. Rights relating to faulty goods remain.

How to return

Email an unambiguous notice of withdrawal to contact@t-shark.ee. Include your name, order number or other identifying details, the items and your email address. No reason is required. Sending the notice within the deadline is sufficient; you do not have to wait for approval.

We provide return instructions and the receiving address for your order separately. Please use the return instructions sent by email. Please check the instructions before sending a parcel; this does not limit your statutory right of withdrawal. Send the goods back within 14 days of giving notice.

You pay the direct return postage for change-of-mind or unsuitable-size returns. We cover justified return costs for faulty or incorrectly supplied goods. There is no restocking fee.

Please return items clean, unwashed and unworn apart from trying them on to check the fit. Keep original tags attached and retain the original packaging where possible. You may try an item as you would in a shop. If wearing, washing, staining or other handling goes beyond what is necessary to establish its nature, characteristics and functioning, you are responsible for the resulting actual loss in value. We may deduct a justified reduction in value from the refund and will explain the calculation. Removing tags or missing packaging does not automatically remove the statutory right of withdrawal. Rights relating to faulty goods remain.

Refunds

We refund the price paid and, when the whole order is returned, the original standard delivery cost within 14 days of receiving your withdrawal notice. Additional costs for a more expensive delivery option chosen by you are not refunded. We may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first. Refunds use the original payment method unless otherwise agreed, without a fee to you.

Faulty or incorrect goods

We are responsible for lack of conformity as provided by law, generally for two years after delivery. Notify us as soon as possible and, for consumers, within two months of discovering the defect. A description and photo are helpful, but a photo is not a condition for making a complaint.

Subject to statutory conditions, remedies include free repair or replacement and, where appropriate, a price reduction or withdrawal from the contract. We respond to written complaints within 15 days. These rights are separate from the 14-day withdrawal period.

Model withdrawal notice

To: R25 OÜ, contact@t-shark.ee.
I hereby withdraw from the contract for the following goods: …
Order number: …
Order and delivery dates: …
Name and address: …
Email: …
Date: …
Signature only if submitted on paper.

Seller and disputes

R25 OÜ, registry code 17158768; Kaevu tn 2-6, Tallinn 11622, Estonia (registered address); contact@t-shark.ee; +372 65986766.

If we cannot resolve a dispute, consumers may contact the Estonian Consumer Disputes Committee or a competent court. The European Consumer Centre can assist with cross-border EU purchases. Mandatory consumer rights remain unaffected.