Refund and Returns Policy

This Return and Refund Policy explains how Sebetro OÜ, operating www.viestiq.com, deals with product returns, withdrawal requests, refunds, damaged or faulty items, incorrect deliveries, exchanges or replacements, and orders that do not arrive as expected. The remedy available in a particular case can depend on the product, its condition, the delivery status, the reason for the request, and mandatory consumer law.
1. Our general approach
We want customers to be able to raise order problems clearly and receive a fair review. If you believe something is wrong with your order, contact us with the relevant details. We will assess the information provided and the available order records before deciding on an appropriate solution. Depending on the circumstances, the outcome may include a return, replacement, repair, full refund, partial refund, or another remedy permitted or required by law.
2. EU consumer right of withdrawal
If you are a consumer in the European Union, you may have a statutory right to withdraw from many distance or online purchases within fourteen (14) days after receiving the goods, unless a legal exception applies. To notify us that you wish to exercise a withdrawal right, email support@viestiq.com, provide your order number, and make a clear statement that you want to withdraw from the purchase. We may ask for additional information reasonably necessary to identify the order and process the request.
3. Condition of returned products
Unless the product is faulty, damaged, incorrect, or the law gives you a different right, an item returned to us should normally be unused, clean, complete, and, where reasonably possible, placed in its original packaging. Accessories, manuals, labels, tags, components, promotional items, and other parts supplied with the product should be returned with it. You should take reasonable care of goods while deciding whether to keep them.
4. Items that may be excluded from return
Certain products may not qualify for a standard change-of-mind return because of their nature, the way they were supplied, or their condition. Examples can include personalised or custom-made products, made-to-order goods, perishable items, sealed health or hygiene products after the seal has been opened, digital content after access has begun where the applicable legal conditions are met, and products damaged through misuse. Any mandatory consumer right that applies despite an exclusion will remain unaffected.
5. Damaged, faulty, incomplete, or incorrect orders
If a product arrives damaged, faulty, incomplete, or materially different from the item ordered, please contact support@viestiq.com as soon as reasonably possible. Include the order number, a concise description of the problem, and photographs or video showing the issue. If relevant, also provide a photograph of the external packaging, shipping label, serial number, or other identifying detail. After reviewing the evidence and order record, we may offer a replacement, repair, full refund, partial refund, or another suitable remedy depending on the circumstances and applicable consumer law.
6. Cost of returning an item
For a change-of-mind return or an eligible withdrawal request, the customer may be responsible for the direct cost of returning the item unless applicable law requires us to bear that cost or we expressly agree to do so. Where the return is required because we confirm that an item is faulty, damaged, or incorrect, return costs will be handled in accordance with the consumer rights that apply to the transaction.
7. How refunds are processed
When a returned item has been received and inspected, we will notify you of the outcome of the review where appropriate. If a refund is approved, we will normally issue it back to the original payment method where that is technically possible. After we initiate the refund, the bank, card issuer, or payment provider may require additional processing time before the amount appears in the customer’s account. Those external processing times are outside our direct control.
8. Cancelling an order before dispatch
If you want to cancel an order, contact support@viestiq.com as quickly as possible. We will try to stop fulfilment where practical, but cancellation cannot be guaranteed once processing has begun, the order has been transmitted to a fulfilment partner, or the goods have already been dispatched. A separate Cancellation Policy may provide additional details about when a cancellation request can be accepted.
9. Parcels that are lost or not delivered
If tracking indicates that a parcel may be lost, or the order has not arrived after the expected delivery period, contact us with your order number. We will review the available information and may investigate with the fulfilment or delivery provider. Depending on the tracking status, evidence, circumstances, and applicable consumer rights, an appropriate resolution may include a replacement, refund, or another reasonable solution.
10. Information to include in a request
To request a return, refund, withdrawal, replacement, or order review, email support@viestiq.com. Please include your order number, full name, the email address used at checkout, a clear reason for the request, and photographs or video where they are relevant. Providing complete information at the beginning helps us identify the transaction and assess the request more efficiently.
Contact details
Sebetro OÜ | www.viestiq.com | support@viestiq.com
Narva mnt 7-557, Kesklinna linnaosa, Tallinn, Harju maakond, 10117, Estonia