General terms of use for individuals

Frogest OÜ, registration code 12661899 (hereinafter referred to as the Service Facilitator) and the customer who orders products from the online store www.frog.ee and identifies themselves using the personal data provided in the order form (hereinafter referred to as the Service User or Customer) enter into this Internet store usage agreement (hereinafter referred to as the Agreement).

TERMS AND CONDITIONS

1. Online Store

1.1 The online store at the web address www.frog.ee (hereinafter referred to as the Online Store) is a web shop created by Frogest OÜ, through which the sale of products to the Service User takes place via the Service Facilitator, according to the provisions of the Estonian VAT Act § 15(4) p. 7, § 2(11).

1.2 FROG.EE is a registered trademark owned by the Service Provider.

1.3 The cooperation between the Service Facilitator and the Service Provider is based on the trust agreement between them.

2. General Provisions

2.1 The parties to the contract will follow the Civil Code, the laws of the Republic of Estonia, and other legal acts, as well as the terms agreed upon in the Online Store Agreement.

2.2 The Service Provider has the right to make changes to the Online Store services at any time. In such cases, the Service Provider will notify the Customers through a notification on the Online Store’s website, which will be visible on the home page of the website.

2.3 The Service Provider has the right to unilaterally change the standard terms of the Agreement. If changes are made to the standard terms, the Service Provider will notify the Customer about this through the Online Store’s website. The notification will be visible on the home page of the website.

3. Products and Purchasing

3.1 The products displayed in the Online Store are usually available in stock. The availability of products in the Online Store may change due to technical issues with the warehouse or Online Store systems.

3.2 If the ordered product is out of stock and the order cannot be fulfilled, the Online Store employee will contact the user to offer a new possible delivery time or a substitute product that is equivalent in price and quality. If the proposed alternatives are not suitable for the user, the customer has the right to withdraw from the contract. In the case of withdrawal from the contract, the Online Store is obliged to refund the customer the full amount paid within 2 (two) business days after receiving the withdrawal notice.

3.3 The product images displayed are for illustrative purposes and may differ from the actual product. The product descriptions in the Online Store may not be exhaustive and may contain unintentional errors.

3.4 Products offered in the Online Store are sold to both natural and legal persons.

3.5 The Service User confirms that they are at least 15 years old.

3.6 The Service User selects the desired products and agrees to provide the required data for order fulfillment (last name, first name, contact phone, contact email, delivery address, postal code), and makes payment for the products via an online banking payment link, prepayment invoice, or submits a request for installment payment.

3.7 Product images are illustrative.

3.8 Product information is checked and improved regularly. Data may have been updated after the customer’s last visit. Due to the lack of product data sheets from manufacturers, product information on Frog.ee may contain inaccuracies. We recommend that the customer check the product information with Frog.ee customer service at 6 111 111 before making a purchase.

3.9 Frog.ee is obligated to ensure that the digital content sold with the device functions correctly. Therefore, the Service Provider is responsible for defects in the digital content, such as if a music file downloaded from the internet does not play on the consumer's device, a smart app stops working, or the picture quality of a movie is poor.

3.10 The Service User is obligated to provide correct data necessary for order fulfillment. The Service Provider is not responsible for non-fulfillment of the order or any consequences arising from incorrect data provided by the Service User.

3.11 Frog.ee is obligated to notify the user of the functionality, compatibility, and interoperability of digital content, services, and digital elements.

4. Contract Formation and Order

4.1 An order is considered confirmed when the Customer has placed the order and received an automated confirmation email from the Service Provider.

4.2 After order confirmation, the Customer is obligated to make the payment either in full by transfer or in cash upon delivery. If the Customer selects cash on delivery, they are obligated to pick up the goods within a week after receiving the message that the product has arrived. The Customer must inform by phone or email if they are delayed in picking up the product. Otherwise, the Service Provider has the right to cancel the order.

4.3 The contract between the Customer and the Service Provider is considered concluded when the conditions outlined in points 4.1 and 4.2 are fulfilled. If either of the two conditions is not met, the contract is not considered concluded.

4.4 The Service Provider will begin fulfilling the order only after the contract between the Customer and the Service Provider is concluded.

4.5 The document for making payment is the invoice provided to the Customer.

4.6 If the goods have not yet been sent to the Customer, the Customer has the right to change the delivery conditions. If changing the delivery conditions incurs additional costs, the Customer will bear those costs. Once the goods have been sent to the Customer, delivery conditions cannot be changed.

4.7 If the price of the ordered product significantly differs from the market price, it may be a technical issue. If the Customer notices a significant price discrepancy, they are obligated to contact the Service Provider for more information.

5. Prices

5.1 All prices in the Online Store are in euros.

5.2 The Service Provider has the right to change the prices of products in the Online Store at any time. The price of the product after order confirmation can only change if there was a technical error in the system or if the stock quantity was not updated. If the Customer does not agree with the new price, they can cancel the order. After the order is canceled, the full amount paid will be refunded to the Customer's account from which the payment was made.

6. Delivery Time and Delivery Conditions

6.1 The delivery time is specified for each product. Each product has its own delivery time, but it will not exceed 45 days.

6.2 The Service User has the right to choose from three different delivery methods. The selection must be made when placing the order.

6.3 Goods will be delivered to the Service User within the territory of the Republic of Estonia.

6.4 If the Service User selects delivery by courier, the goods will be delivered by courier within 1-7 working days. All shipments are insured until they are handed over to the customer.

6.5 The Service Provider’s working hours are from Monday to Friday, 09:00–18:00.

6.6 If the order was confirmed on a working day after 12:00, all processes will begin on the next working day.

6.6.1 If an order contains multiple products with different delivery times, the delivery will occur in one shipment if all products are in stock. Delivery fees are paid for one shipment. If the customer wants to receive products with earlier delivery times separately, they must pay for the additional delivery.

6.7 The delivery time calculation starts after the conditions outlined in section 4.3 (order confirmation and payment completion) are fulfilled.

6.8 If the Customer wants to buy a product on installment, the delivery time calculation starts after the confirmation of the installment purchase by the company providing the installment service.

6.9 Delivery of ordered goods will only be made to the Service User indicated in the order, upon presentation of an identity document. Delivery to third parties will only occur with the agreement of the Service User.

6.10 The Service Provider is not responsible for delivery delays unless the delay is caused by force majeure events such as natural disasters or war situations. In case of delays related to couriers, please contact info@frog.ee or call +372 611 11 11.

6.11 If the Customer comes to the warehouse to pick up the product, they are obligated to inspect the product. If during the inspection the product does not meet the contract conditions, the Customer has the right to demand an exchange or refuse to accept it.

6.12 If no specific delivery time is indicated for a product, the customer has the right to ask the Service Provider for it. If the Online Store employee is also unable to determine the delivery time and the fulfillment of the order remains unclear, the customer has the right to withdraw from the contract. In case of withdrawal, the Service Provider will refund the full amount paid within 2 (two) working days from receiving the withdrawal notice.

6.13 If the delivery service FROG Cargo is selected, the service includes the delivery of the product to the first room of the apartment or house, usually the hallway. This package does not include delivery to other rooms in the apartment/house. The customer is obligated to ensure in advance that the delivery route and door width allow for safe delivery. Delivery will not be made through windows or ladders. This service is available only within Tallinn.

6.14 Delivery Services:

• FROG Cargo (M): Includes product installation, but the customer must ensure that electrical and plumbing systems meet requirements. The service does not include installing integrated products or complex tasks like wall-mounted TVs or changing refrigerator doors. Available only in Tallinn.

• FROG Cargo (L): Includes installation and disposal of old equipment (excluding integrated items). The old product must be delivered to the first room of the customer's home. The customer is not required to bring it in if they ordered installation service for the new product.

Order cancellation

7.1 If the Customer wishes to cancel the contract after placing the order and before the contract has been executed by the Service Provider, the Service User agrees to promptly notify the Service Provider in writing to the best of their ability. The written notice should be sent to the email address klienditugi@frog.ee. The email must include the order number, the Customer's bank account information, and the Customer's contact details (name, surname, date of order placement, contact phone number).

7.2 If the Service Provider receives a request for cancellation after the contract has been executed by the Service Provider, the cancellation of the contract is subject to the "Right of Withdrawal" section.

7.3 The Service Provider immediately refunds the amount paid by the Service User, but no later than within 14 days after receiving the notice of cancellation.

7.4 The money is transferred to the same bank account from which it was received by the Service Provider.

Right of withdrawal

8.1 The right of withdrawal within 14 days is applicable only to natural persons.

8.2 The Customer (natural person) has the right to withdraw from a contract concluded with the Service Provider without stating a reason within 14 days. To exercise the right of withdrawal, the Customer must fill out the withdrawal form, which can be found at the following link: https://www.frog.ee/?u=h9p.

8.3 The returned item must be free of defects, complete, in its original packaging, and unused.

8.4 The right of withdrawal does not apply to audio and video recordings and computer software with opened packaging. Additionally, the right of withdrawal does not apply to perishable goods and goods that cannot be resold due to their nature. The right of withdrawal also does not apply to goods that are made according to the Customer's personal needs.

8.5 When withdrawing from the contract, the Customer must promptly return the purchased item, but no later than within 14 days after notifying of the withdrawal.

8.6 In the event of withdrawal from the contract by the Customer or in other cases of returning purchased goods to the Service Provider, the Service Provider has the right to use the services of third parties to assess the returned goods and to charge the Customer for the expenses related to such assessment if the goods do not comply with the conditions stated in the contract due to reasons other than the fault of the provider (overuse, mishandling, etc.).

8.7 In the case of a return, the money is refunded to the Customer promptly, but no later than within 14 days after receiving notice of withdrawal from the contract.

8.8 The countdown for the refund begins after the submission of the withdrawal statement.

8.9 The money is refunded to the same bank account from which it was received by the Service Provider.

8.10 The Customer agrees to cover the expenses related to the return of the goods.

The direct costs of returning the goods must be covered by the Buyer

Personal data and its use

9.1 The Customer provides clear and informed consent to the Service Provider for the processing of their personal data.

9.2 The Customer's personal data, provided by the Customer when placing an order or during registration for the service and known to the Service Provider, is entered into the customer registry and used to provide sales services and offer products to the Customer.

9.3 The source of personal data is the establishment of customer relations when placing an order or registering for the service on the online store.

9.4 The registered personal data includes information about the Customer's order – personal identification code, last name, first name(s), street, house, apartment number, settlement or city, postal code, phone number, address, year of birth, gender, delivery method, payment method used, consent to the standard terms of the online store, consent to receive sales offers, notes sent by email as free text.

9.5 Personal data of the Customer necessary for the delivery of goods to the Customer are transferred to the company providing courier services.

9.6 The protection of personal data is ensured by all security measures required by law.

9.7 The Service Provider undertakes not to disclose the registered personal data to third parties.

9.8 The Service Provider reserves the right to transfer the personal data of the Customer to persons who have a legal right to do so and who process the data for the purpose of fulfilling legal obligations, as well as to persons who have a legal right to do so and do so to protect the life, health, or freedom of the Customer or another person.

9.9 The Customer has the right to verify their personal data, as well as change or request the deletion of their personal data from the registry.

9.10 The Customer consents to the Service Provider sending order confirmations to the email address provided during order placement.

9.11 The Service Provider has the right to transfer the Customer's data to firms that offer to purchase goods from the Service Provider on credit.

Liability

10.1 The Service Provider is liable within the price of the product sold. The Service Provider does not accept responsibility for damage caused by defective products, such as damage to property or information, loss of turnover, or profit.

10.2 The Customer undertakes to use the online store service exclusively in accordance with the law and good practices.

10.3 The Customer is solely responsible for all expenses related to the purchase and maintenance of the equipment used for data exchange systems, as well as for the use of other online store services.

10.4 The Customer is fully responsible for any damages caused to the Service Provider, other Customers, or third parties as a result of using the online store in a manner that contradicts the terms of the online store usage agreement, as well as in a manner that contradicts the law or good practices.

Disputes

11.1 Disputes between the Customer and the Service Provider arising from the Online Store Usage Agreement are resolved in accordance with the laws of the Republic of Estonia. If an agreement cannot be reached, the Customer may contact the Consumer Disputes Commission. You can familiarize yourself with the terms and submit an application here: [link to the Consumer Disputes Commission]. The Consumer Disputes Commission resolves disputes between the buyer and the seller. Turning to the Consumer Disputes Commission is free of charge for the buyer. The buyer can also contact the European Union's Online Dispute Resolution platform through this link:

Terms of use

12.1 It is mandatory for the Customer to familiarize themselves with the terms and conditions set forth in the Standard Conditions.

12.2 By checking the box labeled "Agree to the terms of use of the frog.ee online store" during the order process, the Customer agrees that they have read and understood the Standard Conditions and agree to them.

Warranty and claims

13.1 Warranty is provided by an authorized service of a specific brand. The latest list can be found by following this link: https://www.frog.ee/?u=jS

13.2 For warranty inquiries, you can contact the Supplier's representative or directly contact an authorized representative.

13.3 More detailed information related to the warranty can be found by following this link: https://www.frog.ee/en/page/7/warranty

13.4 In addition to the rights arising from these standard terms, the Customer also has the right to exercise other rights arising from the law.

13.5 The Customer (consumer) has the right to make a claim to the Supplier regarding the purchased product within two years. Claims should be sent to the email address info@frog.ee.

13.6 The Customer will receive a response to the claim within 5 working days.

13.7 Claims can be made in free form. The claim should include the most accurate description of the problem. Additionally, a document confirming the purchase of the product should be attached to the claim.

13.8 If the Supplier suspects that the product subject to the claim has defects or discrepancies with the terms of the contract due to the fault of the Customer, the Supplier has the right to appoint an independent examination. If the results of the examination prove the Customer's fault, the Customer agrees to reimburse the Supplier for the expenses related to the appointment of the independent examination. The Customer has the right to challenge the results of the examination. Private individuals do not have to pay for the cost of defect detection within the first 12 months from the date of purchase starting from January 1, 2022. For items purchased earlier, the period is 6 months during which private individuals do not have to pay for the cost of defect detection.

13.9 More detailed information on the procedure for filing claims can be found by following this link: https://www.frog.ee/?u=3mB

VERSION 09.05.2025