Thank you for choosing Sunolar.ee our machine embroidery service! Since our goal is to ensure your complete satisfaction, we have outlined the rules and conditions in case any issues arise with your ordered product or service.
1. Custom-made products (Machine embroidery)
In accordance with the Estonian Law of Obligations Act (§ 53(4)(3)), the 14-day right of return does not apply to products made to the consumer's specifications or that are clearly personalized (e.g. products with the client's logo, name, or special embroidery).
- Before starting work on a larger order, we always confirm the design and placement of the embroidery file (digitization) with you.
- Since this is a product created specifically for you, products made according to correct and approved designs cannot be returned or exchanged, unless there is a manufacturing defect.
2. Filing Complaints and Manufacturing Defects
If the product you received has defects or does not match the approved design, you naturally have the right to file a complaint. We are responsible for defects in the products and embroidery work that were present at the time the product was handed over.
What to do if you discover a defect?
- Notify us of the defect as soon as possible, but no later than 14 days after receiving your order.
- Send an email to info@sunolar.ee.
- Include the order number, a brief description of the problem, and clear photos of the defect.
3. Resolving Complaints
After receiving your notice, we will review the issue and contact you within 3 business days. If the defect or fault arose from our production process or a material defect, we offer the following solutions:
- Repair or replacement of the product: We will make you a new, correct product free of charge as soon as possible, or repair the existing one.
- Refund: If replacement or repair is not possible (e.g. due to lack of material), we will refund you the cost of the defective product or service.
4. When Is a Complaint Not Accepted?
We are not liable for defects arising from:
- An incorrect or inaccurate design file provided by the client (if the embroidery matches the design approved by the client).
- Improper use, care, or washing of the product (e.g. embroidered products should always be washed following the provided washing and ironing instructions – it is recommended to wash embroidery in cool water and not use a dryer, to prevent shrinkage).
- Normal wear and tear of the product.
5. Customer Support and Contact
If you have any questions about your order, embroidery quality, or returns, feel free to write or call us – we will always find the best solution!
Sunolar.ee
Email: info@sunolar.ee
Phone: 56 903 445