Mandatory consumer rights under applicable law always remain in force.
Seller and scope
The online shop at www.helliston.eu is operated by Helliston Nord OÜ, Peetri 1B, 80029 Pärnu, Estonia. Registry code: 14984655. VAT number: EE102262937. Telephone: +372 53457161. Email: info@helliston.eu.
These terms apply to purchases made through the online shop by consumers and business customers. A consumer is a natural person acting outside their trade, business or profession. Statutory consumer protections do not apply to business purchases unless the law expressly provides otherwise.
The contract language is the language selected in the shop. Customer service is available in English, German, Finnish and Estonian.
Products, availability and prices
The main characteristics, dimensions, material, compatibility information and price of each product are shown on its product page. The customer is responsible for checking the machine model and blade dimensions before ordering; we are available to help confirm compatibility.
Prices include VAT where applicable. The checkout shows the final product total, applicable VAT, delivery charge and order total before the customer places the order. Prices and product availability may change, but changes do not affect an order already accepted.
If a price or product detail contains an obvious error, we may correct it before accepting the order. If payment has already been received, we will contact the customer and either agree on the corrected order or refund the payment without undue delay.
Placing an order and payment
To place an order, add the products to the cart, provide the required customer and delivery information, choose an available delivery and payment method, accept these terms and use the order button that confirms the obligation to pay.
After the order is submitted, we immediately send an electronic acknowledgement to the email address provided. Unless payment on account has been agreed separately, the sales contract becomes binding when payment has been successfully received and we confirm the order. The order confirmation includes the order details and the terms applicable to that order on a durable medium.
Available payment methods are displayed at checkout and may depend on the billing country or order. A bank transfer must reach us within three business days after the order is placed unless a different deadline is shown at checkout. An unpaid order may be cancelled after that deadline. Payments handled by an external payment provider are also subject to that provider's secure payment process.
Order fulfilment and delivery
Products in stock are normally dispatched within one business day after payment is received. The available delivery methods, delivery price and estimated arrival time are shown at checkout. Delivery times are estimates and may be affected by the carrier, customs processing, the destination or seasonal demand.
If we cannot fulfil the order within the agreed time, or within 30 days where no other time has been agreed, we will contact the customer. The customer may agree to a new delivery time or cancel the affected order and receive a refund.
The risk of accidental loss or damage remains with Helliston Nord until the consumer, or a third party appointed by the consumer other than the carrier, receives physical possession of the goods. This does not apply where the consumer independently instructs a carrier that was not offered by Helliston Nord.
The customer should check the parcel and products after delivery. Visible transport damage, missing products or an incorrect item should be reported as soon as possible. Please retain the packaging and photographs where they may help resolve a carrier claim.
See the current methods, regions and delivery estimates on our Shipping & Delivery page.
Consumer withdrawal, returns and refunds
A consumer may withdraw from the sales contract within 30 days after the consumer, or a third party appointed by the consumer other than the carrier, receives the goods. If goods from one order are delivered separately, the period begins when the last item or lot is received. Our voluntary 30-day period gives consumers more time than the statutory 14-day withdrawal period.
The clearest method is to open the order in My Account and choose “Withdraw from contract”, or use the permanent “Withdraw from the contract” function on the Returns & Refunds page. The consumer does not have to give a reason. After the withdrawal is confirmed online, we immediately send a durable confirmation containing the submitted information, date and time. The statutory model withdrawal wording is also available on that page.
After notifying us, the products must be sent back within 14 days. The customer may inspect the products as they would in a physical shop. If a product has been handled more than necessary to establish its nature, characteristics and functioning, we may deduct the proven loss in value from the refund.
For a change-of-mind return, the customer pays the direct return shipping cost. If the entire order is withdrawn, we refund the returned products and the price of our least expensive standard delivery option. If only part of the order is withdrawn, we refund the returned products and the proportion of the least expensive standard delivery charge required by applicable law. Additional cost chosen for a faster or more expensive delivery service is not refunded.
The refund is made to the original payment method within 14 days after receiving the withdrawal notice. We may wait until the products have arrived or the customer provides evidence that they have been sent. Full instructions and the form are available on the Returns & Refunds page.
Wrong, damaged or faulty goods
If the delivered product is wrong, incomplete, damaged or does not conform to the contract, contact us with the order number and a description of the issue. Helliston Nord covers the reasonable return cost where the product is non-conforming.
Consumers have statutory remedies for a lack of conformity that existed when the goods were delivered and becomes apparent within two years. A complaint should be made within two months after discovering the problem. The primary remedies are repair or replacement. Where these are impossible, disproportionate, unsuccessful or not completed within a reasonable time and without significant inconvenience, the consumer may be entitled to a price reduction or termination of the contract as provided by law.
Normal wear, damage caused by incorrect installation or use, or choosing a blade that does not match the machine is not itself a product defect. This does not limit any mandatory rights the customer has under law.
Business and international orders
EU business customers
An EU business customer outside Estonia may enter a valid VAT identification number at checkout. Where the legal requirements for an intra-Community supply are met and the VAT number is successfully validated, the order may be invoiced without Estonian VAT under the reverse-charge rules. If the number cannot be validated or the legal requirements are not met, applicable VAT is charged.
Customers outside the European Union
VAT treatment is calculated according to the destination and applicable tax rules. The recipient is responsible for any import VAT, customs duties, clearance fees or carrier handling charges collected in the destination country. These charges are not included unless the checkout expressly states otherwise.
Personal data, complaints and disputes
We process the customer information required to complete the order, take payment, arrange delivery, provide customer service and meet legal obligations. Delivery and payment partners receive only the data needed to provide their services. More information is available in our Privacy Policy.
Questions and complaints should first be sent to info@helliston.eu or through our contact page. Please include the order number and a clear description of the issue. We acknowledge and respond to a written consumer complaint within 15 days. If we cannot provide a final response within that period, we explain the reason for the delay and give a new reasonable response date.
If a consumer and Helliston Nord cannot resolve a dispute by agreement, the consumer may apply to the Estonian Consumer Disputes Committee. The procedure is free of charge for the consumer. Information and the application process are available at ttja.ee. Consumers residing in another EU country may also contact their local European Consumer Centre.
These terms and the sales contract are governed by Estonian law. This choice does not deprive a consumer of mandatory protection provided by the law of the country where the consumer habitually resides. Any dispute not resolved by agreement or an authorised consumer dispute body is settled by the competent court.
