Ordering and delivery, step by step.

1. General provisions

1.1. These terms of use of the Helix online shop (hereinafter: the online shop) (hereinafter: the terms) apply to purchases from the Helix online shop at www.helix.ee. The seller of the goods is Helix Commerce OÜ (hereinafter: the seller), address Suur-Jõekalda 4a, Pärnu 80032, Estonia, registry code 17448166, tel 5824 4904, email: info@helix.ee.

1.2. By using the online shop and making purchases, the user of the shop (hereinafter the customer) confirms their agreement with the provisions of the online shop's terms of use and with other information made available to the customer.

1.3. The seller has the right to amend and supplement these terms as the online shop develops and in the interests of better and safer use of the online shop. Amendments and additions are published on www.helix.ee. No changes are applied retroactively. An order is governed by the version of the terms in force when the order was placed.

1.4. Before making a purchase, the customer can save, print and, if necessary, reproduce these terms.

1.5. In addition to these terms, legal relationships arising from purchasing products through the online shop are governed by the legislation of the Republic of Estonia, including the Law of Obligations Act and the Consumer Protection Act.

1.6. The availability and prices of products in the online shop may change without notice. A price change does not affect orders that the seller confirmed before the change took effect.

1.7. The seller has the right not to confirm an order and, to the extent permitted by law, to refrain from fulfilling a confirmed order, including in the following cases:

1.7.1. the price or properties of the goods are incorrect due to human error or technical problems in the online shop system;

1.7.2. the goods ordered by the customer are not in stock or the supplier cannot deliver them to the seller;

1.7.3. the seller has reasonable grounds to suspect that the order was placed fraudulently, using someone else's payment or personal data;

1.7.4. the customer has previously materially breached these terms, repeatedly failed to collect goods or has outstanding financial obligations to the seller;

1.7.5. delivery of the goods to the address specified by the customer is not possible at reasonable cost or technically.

1.8. In the cases referred to in clause 1.7, the seller will notify the customer without delay and refund the amount paid in full within the period set out in clause 5.5.1. If the order has not been confirmed, the customer is not entitled to claim any other compensation. A business customer is not entitled to claim other compensation even if the seller refrains from fulfilling a confirmed order.

1.9. These terms have been drawn up in Estonian. If the terms are also made available in another language and there is a discrepancy between the texts, the Estonian text prevails.

1.10. If any provision of these terms proves invalid or unenforceable, this does not affect the validity of the remaining provisions. The invalid provision will be replaced by a provision that is economically and legally closest to it.

2. Definitions and distinction between consumers and business customers

2.1. Tarbija – füüsiline isik, kes sõlmib müügilepingu eesmärgil, mis ei seondu tema majandus- või kutsetegevusega. Tarbijale kohalduvad käesolevad tingimused, välja arvatud peatükk 10 ja need sätted, mis on sõnaselgelt ette nähtud üksnes ärikliendile.

2.2. Äriklient – juriidiline isik, füüsilisest isikust ettevõtja või muu isik, kes sõlmib müügilepingu oma majandus- või kutsetegevuse raames (sh sisearhitektid, ehitusettevõtted, edasimüüjad, korteriühistud). Ärikliendile ei kohaldu tarbijale seadusega ette nähtud eriõigused, sh 14-päevane taganemisõigus (ptk 8–9) ja tarbija kaheaastane nõude esitamise õigus (p 11.1–11.5). Ärikliendi tagastamist ja tellimuse tühistamist reguleerib peatükk 10 ning pretensioonide esitamist punkt 11.7

2.3. The customer's status is determined on the basis of the data provided when placing the order. If the customer enters the name, registry code or VAT number of a legal person on the order form, requests an invoice to a legal person or pays from a legal person's account, the transaction is deemed a business transaction and consumer rights do not apply. The customer's status cannot be changed after the order has been placed.

2.4. Eritellimustoode – toode, mis valmistatakse, lõigatakse, kombineeritakse, viimistletakse või komplekteeritakse kliendi esitatud mõõtude, värvi-, materjali- või kujunduslahenduse järgi, samuti toode, mis ei kuulu müüja standardsortimenti ja tellitakse tarnijalt kliendi tellimuse alusel.

2.5. Müügileping – kliendi ja müüja vahel e-poe vahendusel sõlmitud leping, mille lahutamatuks osaks on käesolevad tingimused, hinnapakkumine, tellimuse kinnitus ja tootekirjeldus.

3. Prices and products

3.1. All prices shown to consumers in the online shop are in euros (€) and include VAT at the rate applicable in the Republic of Estonia. In the view intended for business customers, prices may be shown excluding VAT if this is clearly indicated next to the price; in that case VAT is added at the statutory rate.

3.2. A delivery fee is added to the price of products sold in the online shop. The delivery fee depends on the delivery method chosen by the customer. The delivery fee is shown to the customer when placing the order.

3.3. The online shop displays product descriptions containing information on the products' properties, materials and dimensions.

3.4. For made-to-order projects, the quantity delivered may vary by ±10% in accordance with industry standards. If a minimum quantity is important, the customer must state this when ordering. The customer is responsible for the accuracy of the dimensions, quantities and technical data they provide. The seller does not check whether the dimensions provided by the customer are suitable for the site and is not liable for consequences arising from incorrect input data.

3.5. Images presenting the products sold in the online shop are primarily illustrative, and due to printing reasons or the differing technical parameters of computer screens, the colours of products shown in the online shop may differ slightly from the actual colour.

3.6. Due to possible gaps in manufacturers' product data sheets, product information shown in the online shop may be general in nature and may contain inaccuracies. In such cases, the seller follows the principle of manufacturer's liability and accepts no responsibility for the accuracy of data provided by the manufacturer. At the customer's request, the seller will forward the technical documents issued by the manufacturer.

3.7. If a product's price is displayed incorrectly in the online shop (e.g. due to a technical error, typo or exchange rate change), the seller is not obliged to sell the product at that price. The seller will notify the customer of the error and offer the option to confirm the order at the correct price or receive a full refund of the amount paid.

3.8. Campaign and special offers are valid for a limited time or while stocks last. Discount codes cannot be combined unless stated otherwise. The seller has the right to cancel a discount if the order on which it was received is returned.

3.9. A quote prepared at the customer's request is valid for 7 calendar days unless otherwise stated in the quote. For large-scale and made-to-order projects, the seller has the right to adjust the price before confirming the order if supplier prices, raw material prices or exchange rates have changed significantly.

4. Properties, installation and storage of acoustic panels

4.1. The acoustic values shown in the online shop (including the sound absorption coefficient αw, NRC and SAA) were obtained in laboratory tests. Actual sound absorption in a room depends on the installation method, the air gap behind the panel, the insulation material used, the size of the covered area, the room geometry and furnishings.

4.2. The seller does not guarantee that a specific acoustic result (e.g. reverberation time, noise levels or clarity of speech recording) will be achieved in the customer's room, unless the parties have concluded a separate written acoustic design or consultancy contract in which the seller has expressly confirmed a specific result. General recommendations on the size of the area to be covered given in the online shop or in sales communication are for information only.

4.3. The products are sound-absorbing finishing products intended to reduce echo and reverberation time within a room and to improve speech clarity. They are not sound insulation products – installing them does not reduce the transmission of sound between rooms through walls, ceilings or floors, and does not affect airborne or impact sound insulation.

4.4. Wood, wood-based boards and natural veneer are natural materials or contain natural raw materials. Natural variation in colour, texture, grain, knots and surface structure is not a defect or non-conformity of the product.

4.5. Differences in colour, texture and dimensions may occur between production batches. The seller recommends ordering the entire quantity needed for the project at once, including a reserve. A difference in colour or texture between products ordered later and a previously delivered batch is not a non-conformity and does not give grounds for a claim.

4.6. The permitted tolerances stated in the manufacturer's technical documentation apply to product dimensions.

4.7. The product's fire safety class (e.g. B-s1,d0), Declaration of Performance (DoP) and CE marking are available on the product data sheet or from the seller on request. The customer is responsible for the fire safety class required on site, compliance with the building design and local building and fire safety requirements. The seller is not liable for whether the selected product meets the design solution of a specific site or the requirements of an authority.

4.8. The customer must store the products in a dry indoor space, horizontally on a flat surface, protected from direct sunlight, moisture and mechanical damage, following the manufacturer's storage instructions. Before installation, the products must be kept in open packaging in the installation room for at least 48 hours or for the time stated in the manufacturer's instructions. The recommended humidity of the installation room is 30-60% and the temperature +15…+25 °C, and these conditions must also be maintained after installation.

4.9. Deformation, cracks, colour change, detachment or other damage caused by a breach of storage, acclimatisation or room-condition requirements is not covered by the seller's liability or the warranty.

4.10. Installation is not included in the product price unless agreed separately. Installation is carried out by the customer or a third party of their choice at their own responsibility, following the manufacturer's installation instructions. The seller is not liable for damage arising from installation, substrate preparation, the choice of fixings or damage caused during installation.

4.11. A product that has been installed, cut, drilled, painted, processed or otherwise altered cannot be returned. The customer must check the appearance and dimensions of each panel before installation.

5. Placing an order

5.1. An order in the online shop may be placed by a natural person with legal capacity aged at least 18, or by an authorised representative acting on behalf of a legal person. By placing an order, the person confirms that they have the legal capacity and authority required to do so. The person whose bank account or credit card was used for payment is responsible for the consequences of an order placed by a person who does not meet these requirements.

5.2. To place an order by email, the customer must send the online shop the name, version and quantity of the desired product, the delivery method, the recipient's first and last name and phone number, and, if courier delivery is chosen, the destination address. Orders placed by email are paid to the seller on the basis of an invoice by bank transfer to the account stated on the invoice.

5.2.1. When ordering by email or on the basis of a quote, these terms apply, and the seller refers to them in the quote and on the invoice. By paying the invoice, the customer confirms their acceptance of the terms.

5.3. Online shop cart and placing an order

5.3.1. To make a purchase, the customer selects the desired product in the online shop and chooses the desired quantity and version on the product page.

5.3.2. To view the contents of the cart and/or complete the purchase, go to the cart icon and click the "Cart" link.

5.3.3. The number of products in the cart is not limited, and the contents of the cart can be adjusted until the order is placed and before payment for the goods.

5.3.4. To place an order, all mandatory data fields of the online shop must be completed and the delivery method and place for the order selected.

5.3.5. Before finally submitting the order and making payment, the customer must check the content of the order, the quantities, dimensions, colours and suitability for their needs. The content of a confirmed order cannot later be changed unilaterally.

5.3.6. If the customer has entered incorrect contact details or an incorrect delivery address on the order, the seller is not liable for any resulting damage or other consequences. The customer bears the cost of repeated delivery caused by incorrect data.

5.3.7. In the event of any inaccuracies or errors in the order, the customer must contact the online shop's customer service without delay at info@helix.ee or by phone at +372 5824 4904.

5.3.8. Before the order is placed, the customer is shown an order summary, including the total price of the products, the delivery fee and the final amount payable. By clicking the order confirmation button, the customer submits a binding order to the seller with an obligation to pay.

5.4. Paying for an order

5.4.1. Goods ordered from the online shop can be paid for in full in advance via a suitable online banking link. The online shop's banking links are provided by ESTO AS (reg. no. 14180709) www.esto.ee.

5.4.2. If desired, the customer can pay for products in instalments. Full terms: www.helix.ee/makseviisid/.

5.4.3. Payment is made in the secure environment of the payment service provider outside the Helix online shop. The seller has no access to the customer's bank or credit card details.

5.4.4. For made-to-order products, the seller has the right to require a prepayment of up to 100% of the order value. Production or ordering from the supplier begins only once the prepayment has been received, and the delivery time is counted from the date of receipt.

5.4.5. If payment by invoice has been agreed with a business customer, the invoice must be paid by the due date stated on it. On amounts not paid on time, the seller has the right to charge late interest of 0,05% per day on the unpaid amount, and the business customer bears all costs related to debt collection, including legal costs. The seller has the right to suspend all pending deliveries until the debt is paid.

5.4.6. Until full payment has been made, the goods remain the property of the seller (retention of title), regardless of whether the goods have been handed over to the customer or installed.

5.5. Placing an order in the online shop is the customer's offer to conclude a sales contract. The sales contract is deemed concluded when the seller sends the customer an order confirmation by email. The automatic notification sent on receipt of an order or payment is not an order confirmation.

5.5.1. The seller will confirm the order or notify the customer that it has not been confirmed within 2 working days of the order being placed. If the seller does not confirm the order, it will refund the amount paid in full without delay and no later than within 5 working days.

5.5.2. If the seller has neither confirmed the order nor given notice of non-confirmation within 5 working days, the customer has the right to cancel the order and request a refund of the amount paid.

5.5.3. When ordering on the basis of a quote (§ 3.9), the sales contract is deemed concluded when the customer confirms the quote in writing or in a format that can be reproduced in writing, or pays the invoice issued on the basis of the quote, whichever occurs first.

5.6. After placing an order, the customer receives an automatic notification that the order has been received. If the customer has not received this notification within 24 hours, they should contact customer service.

5.7. If delivery of the product ordered by the customer is not possible within the period specified in the product description (the product is no longer in stock or another circumstance beyond the seller's control), the seller will notify the customer without delay using the contact details on the order form and offer a new delivery date or cancellation of the order and a refund.

6. Dispatch, delivery and handover of orders

6.1. Goods ordered through the online shop are delivered only within the Republic of Estonia. Delivery outside Estonia is possible by separate agreement and on the basis of a quote.

6.2. The customer may collect the ordered products themselves or have the product(s) delivered by courier to an address specified by the customer.

6.3. The delivery time is shown with the product. If no delivery time is shown, the seller will deliver the goods to the customer within 30 days of concluding the sales contract at the latest. The delivery time for made-to-order products is agreed separately and may be longer than 30 days; in that case the customer confirms the delivery time when placing the order.

6.4. If the goods cannot be delivered by the specified time, the seller has the right to extend the delivery time by notifying the customer. Delivery times are estimates, and a reasonable delay does not entitle the customer to withdraw from the contract or claim damages, except for the consumer's statutory rights.

6.5. Collecting products yourself

6.5.1. The customer may collect the products themselves at Suur-Jõekalda tn 4a, 80032 Pärnu, Pärnu County, Estonia.

6.5.2. If "I'll collect it myself" is chosen, the goods are handed over after notice of their arrival.

6.5.3. Purchased products are handed over to the customer on presentation of the purchase confirmation. The seller has the right to request an identity document.

6.5.4. No delivery fee is added when products are collected from the seller's warehouse.

6.5.5. The customer must collect the goods within 14 calendar days of receiving notice of their arrival. If this deadline is exceeded, the seller has the right to charge a storage fee of 5 euros per day, corresponding to the seller's actual cost of warehouse space. If the customer has not collected the goods within 30 days, the seller has the right to withdraw from the contract. In that case, the seller will refund the amount paid, from which it may deduct the storage fee and other proven costs and damage incurred by the seller. For a made-to-order product, on withdrawal the seller may also deduct proven production and material costs from the amount paid.

6.6. Delivery of products by courier

6.6.1. When products are delivered by courier to an address in Estonia specified by the customer, a delivery fee is added to the product price.

6.6.2. The exact delivery time is agreed with the customer personally by the courier carrying out the special delivery, who will contact the customer in advance. If the delivery date falls on a weekend or public holiday, the order will be delivered on the following working days.

6.6.3. When shipments are delivered to an agreed unloading point, the customer must ensure that the shipment can be unloaded at the destination, including access for the truck and sufficient unloading space.

6.6.4. The goods are delivered to the front door of the customer's apartment building/house or to the garden gate. The service does not include carrying or lifting to an upper floor or to the apartment door.

6.6.5. The customer is responsible for arranging manual unloading. Alternatively, a crane truck can be hired by agreement with the courier company providing the special delivery service.

6.6.6. The customer or their authorised representative must be present at the destination at the agreed time. If the goods cannot be handed over for reasons attributable to the customer (the customer is not present, does not answer the courier's calls, there is no access or unloading is not possible), the customer bears the costs of repeated delivery, wasted trips and storage.

6.6.7. The seller is not liable for a delay in delivery if the goods were handed over to the logistics partner on time but the delay was caused by circumstances beyond the seller's control.

6.6.8. The seller is not liable for damage suffered by the customer if, for reasons not attributable to the seller, third parties have obtained a copy of the invoice or the order number and collected the goods on that basis.

6.6.9. Delivery is deemed completed when the goods have been handed over at the destination specified by the customer to the customer or to any person present at the delivery address who accepts the goods. If the customer cannot or does not wish to accept the goods, the seller may charge an additional fee or arrange storage at the customer's expense and risk.

7. Inspection of goods and transfer of risk of accidental loss

7.1. On receipt of the goods, the customer must open the product packaging carefully without damaging the packaging or the products. If the customer has damaged the packaging through negligence, i.e. it was possible to open the packaging without damaging it, the seller has the right to claim compensation for the damage caused when the goods are returned.

7.2. On receipt of the goods, the customer must immediately check the quantity of goods, the integrity of the packaging and conformity with the order. The seller must be notified of visible transport damage, missing quantities or wrong goods:

7.2.1. business customers – within 2 working days of delivery of the goods at the latest, by making a note on the delivery note or drawing up a report with the courier. Later claims for transport damage will not be accepted;

7.2.2. consumers – within a reasonable time, but preferably immediately on receipt of the goods.

7.3. If, on receipt, the customer discovers that they have been sent the wrong or defective goods, or that the goods did not arrive in good condition and in sealed packaging, they must notify the seller's customer service and, if possible, attach photos of the packaging and the goods.

7.4. The seller is responsible for the goods purchased by the customer during transport. The risk of accidental loss of or damage to the goods passes to the customer upon receipt of the goods.

7.5. If the customer does not fulfil the inspection and notification obligation set out in clause 7.2, it is presumed that the goods were handed over in proper condition and in the quantity ordered.

8. Consumer's right of withdrawal

This chapter applies only to consumers within the meaning of clause 2.1. Chapter 10 applies to business customers.

8.1. The consumer has the right to withdraw from goods purchased in the online shop within 14 calendar days of receiving the goods or the last part of them, without giving a reason.

8.2. To withdraw, the consumer must submit an unequivocal notice of withdrawal to the seller before the end of the 14-day period. The notice can be sent to info@helix.ee or by using the model withdrawal form in Annex 1. The burden of proving that the notice of withdrawal was submitted on time lies with the consumer.

8.3. The consumer must return the goods to the seller without delay and no later than within 14 days of submitting the notice of withdrawal, to Suur-Jõekalda tn 4a, 80032 Pärnu, Estonia.

8.4. The consumer bears the direct costs of returning the goods. If, by their nature, the goods cannot be returned by ordinary post (e.g. large panels), the consumer bears the cost of return according to the actual freight price.

8.5. Returned goods must be in their original packaging, complete and not used beyond what is necessary to establish the nature, characteristics and functioning of the goods. The consumer is liable for any decrease in the value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

8.6. For acoustic panels, permitted inspection means taking the panel out of its packaging, visually inspecting it and measuring it. Fixing the panel to a wall or ceiling, cutting, drilling, gluing, finishing or otherwise processing it exceeds the limits of permitted inspection, and the seller has the right to reduce the refundable amount by the decrease in value of the goods, up to 100% of the price of the goods.

8.7. The seller will refund all payments received from the consumer under the contract, including the delivery fee, without delay and no later than within 14 days of receiving the notice of withdrawal. If the consumer chose a delivery method other than the cheapest standard delivery offered by the seller, the seller is not obliged to reimburse costs exceeding those of the standard delivery method.

8.8. The seller may withhold the refund until it has received the goods back or the consumer has provided proof of having sent the goods back.

8.9. The refund is made to the same bank account or means of payment used for the payment, unless agreed otherwise.

8.10. If the returned goods have deteriorated and the deterioration was caused by circumstances attributable to the customer as a result of improper use, breach of storage conditions or damage to the packaging, the seller has the right to set off the decrease in value of the goods against the amount refundable to the consumer.

9. Exceptions to the right of withdrawal

9.1. Pursuant to § 53(4) of the Law of Obligations Act, the 14-day right of withdrawal does not apply to, among others, the following products:

9.1.1. made-to-order products within the meaning of clause 2.4 – a product that has been manufactured, cut, cut to size, finished or assembled according to the consumer's personal needs or the dimensions, colour or design solution provided;

9.1.2. a product which, after delivery, has by its nature become inseparably mixed with other items (e.g. panels installed on a wall or ceiling, glued or milled);

9.1.3. material supplied in rolls, acoustic felt, insulation material or slats that have been cut to the length requested by the consumer;

9.1.4. services provided at the consumer's express request (e.g. measuring, acoustic consultation, installation) that have been fully performed.

9.2. The absence of a right of withdrawal does not affect the consumer's right to make a claim in the event of non-conformity of the product (ch. 11).

10. Cancellation of orders and return of goods by business customers

10.1. Business customers do not have a statutory right of withdrawal. A business customer may not unilaterally cancel a confirmed and paid order.

10.2. At its discretion and as a gesture of goodwill, the seller may agree to the return of standard-range goods ordered by a business customer if all of the following conditions are met: the request is made in writing within 14 days of receipt of the goods; the goods are unused, undamaged and in unopened original packaging; the goods belong to the seller's current range.

10.3. In the case of a return under clause 10.2, the seller has the right to withhold a handling fee of 25% of the value of the goods from the refundable amount, as well as the delivery fee originally paid. The business customer bears the transport costs of the return.

10.4. Made-to-order products, materials cut to size and products specially ordered from a supplier cannot be returned or exchanged under any circumstances.

10.5. If a business customer cancels a made-to-order item after production or ordering from the supplier has begun, they must reimburse the seller for all costs incurred up to that point, including production, material, transport and cancellation costs, up to 100% of the order value.

11. Conformity of goods and making a claim

11.1. The seller is liable for any non-conformity of goods sold to a consumer with the contract terms that becomes apparent within two years of delivery. A non-conformity that becomes apparent within the first year is presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the goods or the defect.

11.2. The consumer must notify the seller of a non-conformity of the goods no later than two months after discovering it, by sending a notice to info@helix.ee.

11.3. The claim must state the customer's name and contact details, the order number and date, the name of the goods, a description of the defect and the desired solution. If possible, photos of the defect and a copy of the proof of purchase must be attached.

11.4. The seller will respond to a consumer's claim in writing or in a format that can be reproduced in writing within 15 days. If the seller cannot offer a solution within 15 days, it will inform the customer of the reason for the delay and the new deadline.

11.5. In the event of a non-conformity, the consumer has the right first to demand repair or replacement of the goods and, if this is not possible or fails, a price reduction or withdrawal from the contract.

11.6. The seller is not liable for defects that arose after the risk passed to the customer, including in the following cases: improper use or use contrary to the instructions; installation not meeting the requirements; breach of storage, temperature or humidity requirements (ch. 4); mechanical damage; normal wear and tear; natural changes in the colour, texture or dimensions of the material; actions of a third party or force majeure.

11.7. A business customer must make a claim about a hidden defect without delay after discovering it, but no later than 12 months after delivery of the goods. The seller's liability to a business customer is limited, at the seller's choice, to repairing the defective goods, replacing them with equivalent goods or refunding the purchase price of the defective goods.

11.7.1. A business customer must inspect the goods and report visible defects within 5 working days of receipt, and in any case before installation. Visible defects reported later will not be accepted.

11.8. If a claim proves unfounded (no defect in the goods is found, or the defect was caused by the customer), the seller has the right to require the customer to reimburse the costs of expert assessment and transport, provided the customer was informed of these costs in advance.

12. Manufacturer's warranty

12.1. The products are covered by the manufacturer's warranty, whose terms, scope and duration are set out in the manufacturer's warranty document and shown with the product.

12.2. The warranty does not cover installation and removal costs, transport costs or indirect damage, unless the manufacturer's warranty terms provide otherwise.

12.3. The warranty becomes void if the product has been modified, repaired by a third party without the seller's consent, or if storage or installation requirements have been breached.

13. Limitation of liability

13.1. The seller is liable to the customer only for direct financial damage caused by the seller's culpable breach of contract.

13.2. The seller is not liable to a business customer for lost profits, production downtime, delays in completing a project, contractual penalties under contracts with third parties, reputational damage or any other indirect or consequential damage.

13.3. The seller's total liability to a business customer within a single order is limited to the value of that order. This limitation does not apply to damage caused intentionally or through gross negligence, nor to consumers to the extent prohibited by law.

13.4. The seller is not liable for temporary unavailability of the online shop, technical faults, data communication problems or any resulting damage.

13.5. The seller is not liable for whether a product is suitable for the customer's specific purpose, site or project design, unless the seller has confirmed its suitability in writing.

14. Force majeure

14.1. The parties are not liable for breach of contractual obligations if the breach is caused by force majeure – a circumstance that the party could not influence and which it could not reasonably be expected to take into account or avoid. Force majeure includes, among other things, natural disasters, fire, war, strikes, epidemics, power or communication outages, cyberattacks, disruptions to transport and supply chains, unavailability of raw materials, government restrictions and sanctions.

14.2. In the event of force majeure, the deadline for performing an obligation is extended by the duration of the obstacle. If the obstacle lasts more than 60 days, either party has the right to withdraw from the contract without any obligation to pay compensation.

15. Intellectual property and use of the online shop

15.1. The content of the online shop, including texts, product descriptions, photos, drawings, design, trademarks and logos, is the intellectual property of the seller or its partners. Copying, distributing or using them for commercial purposes without the seller's prior written consent is prohibited.

15.2. The customer may not use the online shop in a way that disrupts its operation, including automated data collection (scraping), mass price queries, circumventing security measures or distributing malware.

15.3. With regard to product reviews and comments published by the customer in the online shop, the customer grants the seller a free, perpetual and worldwide right to use, display and publish them in marketing.

16. Processing of personal data

16.1. The controller of personal data is Helix Commerce OÜ (registry code 17448166), address Suur-Jõekalda 4a, 80032 Pärnu, Estonia, email info@helix.ee.

16.2. The seller processes the following personal data provided by the customer: first and last name, phone number, email address, delivery address, billing details, order and payment history, and for legal persons also the company name, registry code, VAT number and contact person details.

16.3. The legal bases for processing personal data are: performance of a contract (order processing, delivery, customer support); compliance with a legal obligation (accounting, tax); legitimate interest (making and defending claims, fraud prevention, service development); consent (newsletter, non-essential cookies).

16.4. Personal data is transferred only to the extent necessary to the following processors and partners: the payment service provider ESTO AS; transport and courier service providers; the accounting service provider; the online shop's hosting and IT service providers; marketing and analytics service providers; and, where necessary, legal advisers and debt collection agencies.

16.5. Personal data in accounting source documents is kept for 7 years, customer account and order data for up to 3 years from the last order, and data related to the limitation period of claims until the claim expires. Data processed on the basis of consent is kept until consent is withdrawn.

16.6. The customer has the right to access their personal data, request its correction, deletion or restriction of processing, object to processing and request data portability. Requests must be sent to info@helix.ee. The customer has the right to lodge a complaint with the Estonian Data Protection Inspectorate (Tatari 39, 10134 Tallinn, info@aki.ee, www.aki.ee).

16.7. The seller applies appropriate technical and organisational security measures to protect personal data. Data is not sold or passed on to third parties for marketing purposes without the customer's consent.

17. Direct marketing and cookies

17.1. The seller sends newsletters and offers to the customer only with the customer's prior consent or, within an existing customer relationship, about similar products. You can unsubscribe from any email via the link at the end of the email or by notifying info@helix.ee.

17.2. The online shop uses cookies. Strictly necessary cookies are required for the online shop to function; analytics, preference and marketing cookies are used only with the customer's consent. Consent can be changed or withdrawn at any time in the online shop's cookie settings.

18. Dispute resolution

18.1. The customer has the right to submit a claim to the seller by email at info@helix.ee or by phone at +372 5824 4904. The parties will primarily resolve disputes through negotiation.

18.2. If the seller has refused to resolve the consumer's complaint or the consumer does not agree with the solution offered by the seller, the consumer has the right to apply to the Consumer Disputes Committee. The Consumer Disputes Committee operates under the Consumer Protection and Technical Regulatory Authority (Endla 10a, 10122 Tallinn, email info@ttja.ee, website www.ttja.ee). The procedure is free of charge for the consumer.

18.3. The procedure and conditions for handling complaints are available on the website of the Consumer Protection and Technical Regulatory Authority.

18.4. Legal relationships arising from these terms and the sales contract are governed by the law of the Republic of Estonia. If no agreement is reached, disputes will be resolved in court. Disputes arising from contracts with business customers will be resolved in Pärnu County Court. For consumers, statutory jurisdiction applies.

19. Final provisions

19.1. The parties send notices to each other using the contact details stated in the order. A notice sent by email is deemed received on the working day following its sending.

19.2. The customer may not assign rights and obligations arising from the sales contract to a third party without the seller's prior written consent. The seller has the right to assign its claims to a third party, including a debt collection agency.

19.3. These terms, together with the order confirmation and product description, constitute the entire agreement between the parties. Oral agreements not confirmed in writing are not binding on the parties.

19.4. The seller's failure to exercise any right does not constitute a waiver of that right.

ANNEX 1. MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract. Use of the form is not mandatory.)

To: Helix Commerce OÜ, Suur-Jõekalda 4a, 80032 Pärnu, Estonia, email: info@helix.ee

I hereby give notice that I withdraw from the sales contract concluded for the purchase of the following goods:

Name and quantity of goods: ……………………………………………

Order number: ……………………………………………

Date of order: ……………………………………………

Date goods were received: ……………………………………………

Consumer's name: ……………………………………………

Consumer's address: ……………………………………………

Bank account number and holder: ……………………………………………

Date and signature (only if submitted on paper): ……………………………………………