Returns and guarantee
Right of withdrawal — 14 days
Under the Estonian Law of Obligations Act (§ 56) and EU Directive 2011/83 you may withdraw from an order within 14 days of receiving it, without giving a reason. Email info@allikasilm.ee with your order number. We refund no later than 14 days after your notice reaches us, to the original payment method, together with the cost of standard delivery to you. Until the goods are back with us, or you send proof that you have dispatched them, we may hold the refund. Return postage is paid by the buyer. The law makes a few exceptions to this rule — they are below.
Live plants cannot be taken back
The law (VÕS § 53 (4) 4) takes goods that perish or age quickly out of the right of withdrawal. Living planting material — potted and root-balled plants, bare-root stock, seedlings, bulbs and rhizomes, cut flowers and fresh greens — is exactly that: it is alive, its condition changes by the day and depends on the conditions it met after delivery.
There is a second reason, and it is not up to us. ALLIKASILM is a professional operator entered in the plant health register, and every plant leaves us with a plant passport. A plant that has spent time in someone else garden, greenhouse or flat may not be put back on sale: nobody can confirm its plant-health status, and a pest or disease could travel with it into the nursery and on to other customers. That is why we do not accept live plants back — not in a pot, not in their packaging, not the day after delivery.
Everything else — the usual 14 days
Soil and soil improvers, fertilisers, seeds, planting supplies and tools, firewood, wood ash, greenhouse and dry-toilet products — you may withdraw within 14 days, no reason needed. You may unpack the goods and examine them exactly as you would in a shop. If you went further and started using them, you may still withdraw, but we reduce the refund by the amount the goods have lost in value and show you the calculation.
Two exceptions also come straight from the law: plant-protection products and other chemicals with opened packaging are not taken back for safety and hygiene reasons (VÕS § 53 (4) 5), and goods we brought in or assembled specifically for your order count as made to your specification (VÕS § 53 (4) 3). A gift card can be returned as long as its code has not been used.
Quality is a different matter
The fact that a live plant cannot be returned on a change of mind takes nothing away from your rights regarding quality — and there we are fully liable. If a plant arrives broken, frost-damaged, dried out, diseased, or turns out to be the wrong variety, we replace it or refund you. Do not wait: write to us on the day of receipt. What to do in each case is set out below.
Establishment guarantee
If a perennial, shrub or tree bought from us fails to establish despite following the planting instructions, we replace it or refund you. Valid until the end of the current season, at most 6 months from purchase. Send a photo and receipt to info@allikasilm.ee.
Transport damage
Photograph the parcel and plant on the day of receipt and contact us within 48 hours. We replace or refund; we deal with the carrier ourselves.
Complaints
Claims for defective goods may be made within 2 years. Disputes are resolved by negotiation, otherwise via the Estonian Consumer Disputes Committee or the EU online dispute resolution platform ec.europa.eu/odr.