The Terms and Conditions of Sale and Privacy Policy


1. Validity and scope of application

1.1 These terms and conditions apply to all legal transactions between the Buyer (hereafter Buyer), when they shop via the website at the online store and the seller, Pillow & Pillow OÜ, registration code 12642985, address Toominga, Kaberneeme village, Jõelähtme Parish, Harju County, Estonia, 74211, phone. +372 56259123, e-mail:, hereafter Vendor).

1.2 In addition to Terms and Conditions, the legal transactions concluded in shopping at the online store, are subject to the laws of the Republic of Estonia.

1.3 Vendor reserves the right to change the Terms and Conditions and the price list. The changes in the Terms and Conditions and in the price list take effect the moment they are published at e-shop. In case the Buyer completed their order before the changes in the Terms and Conditions were enforced, the Terms and Conditions in effect at the time of the order apply, except when the laws or Terms and Conditions see otherwise.

2. Pricing

2.1. All product prices at the online store are in Euros and include the VAT of 20%.

2.2. Shipping cost is added to the price of the purchased items. It will be calculated in the Buyer's shopping bag after choosing the delivery option. 

2.3. Vendor reserves the right to change prices. In case the order was processed before the price change, the price in effect at the time of the order will apply. 

3. Shopping bag and how to order

3.1. Buyer's shopping bag is created when they click on “Add to Cart”.

3.2. In order to make the payment, choose the payment type on the payment information page (bank link, credit card, bank transfer or PayPal).

3.3. Fields on the checkout page have to be filled with care, since fast and uninterrupted delivery depends on entering accurate and correct information. Vendor does not take responsibility for unfilled orders or other consequences due to the incorrect data entered by the Buyer.  

3.5. Contract of sale is considered concluded and the order will be processed when it has been placed and the sum of the order total has been transferred to the Vendor's bank account.

3.6. Customer service operates on weekdays from 9am to 5 pm.

3.7. Customer service telephone number is +372 5079448. Customer service operates in Estonian, Russian and English.

4. Cancellation before the order is completed

4.1 When Buyer wishes to cancel the order after it was placed and before it has been completed, they must immediately contact Vendor in writing by sending an e-mail to The e-mail must contain the number of the order to be cancelled and Buyer's contact details (name, surname, date of placing the order, phone number, bank account number).

4.2 When cancellation request reaches Vendor after the order has been completed by Vendor, the cancellation proceeds according to the chapter “Right of withdrawal” in the online store Terms and Conditions.

4.3 Upon cancellation, the paid amount (including delivery cost) is refunded to the Buyer's bank account within 30 days of receiving the cancellation notice.

5. Right of withdrawal/returns

5.1 14-day right of withdrawal is applicable on all orders from the online store.

5.2 Returned product must be undamaged, complete, in the original packaging and unused. Buyer must open the product package with care and leave it undamaged for the right of withdrawal to apply.

5.3 To request withdrawal, the Buyer must present a withdrawal request to Vendor within 14 days of receiving the item by sending an e-mail to and return the product to Vendor within 14 days of presenting the withdrawal request.

5.4 In case of a withdrawal, Vendor transfers the paid amount back to the Buyer into their indicated bank account within 30 days of receiving the withdrawal request, but no sooner than Vendor has received the returned product.

5.5 Return costs are paid by the Buyer.

5.6 In case it becomes evident that the returned product does not comply with the conditions set in paragraph 5.2 in the online store Terms and Conditions, the money will not be refunded and the returned product will be stored at Vendor. All costs related to storing and returning the product will be covered by the Buyer.

6. Return of products not conforming to contract terms 

6.1. Vendor is liable for the product that does not conform to contract terms and has defects which appear within 2 years of delivery to the Buyer. 

6.2. Vendor is not responsible for:

6.2.1. Product deterioration/damage due to the Buyer;

6.2.2. flaws originated from not using the product for its intended use; 

6.2.3. normal physical wear due to regular use.

6.3. Buyer must inform Vendor of product nonconformity or flaws within 2 months of discovering the defect by sending an e-mail to By passing the abovementioned deadline, the Buyer loses the right to draw on the product nonconformity to terms.

6.4. If product does not conform to contract terms or has a defect, the Buyer has the right to request the replacement of the product with a conforming product with no defects or to withdraw from the order and return the defective product on the cost of Vendor .

6.5. When returning a defective product, the amount paid for it (including the delivery cost) is transferred to the bank account indicated by the Buyer within 30 days of withdrawing from the order and receiving the withdrawal request.

7. Vendor rights in case of withdrawal

7.1. Vendor has the right to withdraw from the order, if:

7.1.1. Buyer does not pay the invoice on time;

7.1.2. Ordered items are out of stock.

8. Personal contact details and their use

All Buyers’ contact details obtained in visiting the online store and placing an order are handled as confidential information. Vendor does not publish the obtained information to a third party, except when it is required by law. Buyer's personal data and bank requisites are protected by the encrypted data channel with banks. Vendor has no access to this data.

9. Liability and force majeure

9.1. Vendor assumes responsibility to the Buyer and the Buyer assumes responsibility to Vendor for damage caused to the other party by violating the current Terms and Conditions pursuant to the instances and extent set in the valid legislation of the Republic of Estonia.

9.2. Vendor is not liable for the damage or delay in delivery to the Buyer when the damage or the delay is caused by a factor Vendor could not affect and that was unforeseen and could not have been foreseen by Vendor (force majeure). 

10. Other conditions

10.1. All other matters not covered by the Terms and Conditions are handled pursuant to legislation in the Republic of Estonia.

10.2. Disputes between the Buyer and Vendor that are related to ordering and purchasing products via the online store, are settled through negotiations.  Upon not reaching an agreement, the Buyer has the right to turn to the Consumer Protection Board or to Harju County Court to protect their rights. Disputes are resolved pursuant to the legislation in the Republic of Estonia.

10.3. Buyer is responsible for reading the Terms and Conditions.

10.4. When ordering, checking the box “Please confirm your compliance with Terms and conditions” confirms that the Buyer has read, understood and agrees with the Terms and Conditions.

Welcome to Pillow & Pillow Online Store!