Online Store Terms and Conditions
Last updated: 4.05.2026
These online store terms and conditions apply to purchases made on the website www.masterchem.ee.
The owner of the online store and the seller is:
MasterChem OÜ
Registry code: 10755076
VAT number: EE100688636
Legal address: Lao tn 4, 74114 Maardu, Harju maakond, Estonia
Phone: +372 5504440
Email: info@masterchem.ee
1. Validity of the Terms and Conditions
These terms and conditions regulate the legal relationship between MasterChem OÜ and the buyer when purchasing goods through the MasterChem OÜ online store.
These terms and conditions apply to all orders placed through the online store, unless the parties have agreed otherwise in writing.
By making a purchase in the online store, the buyer confirms that they have read and agree to these terms and conditions.
The main customer of MasterChem OÜ is a legal entity. Prices shown on the website do not include VAT unless stated otherwise.
2. Product and Price Information
The prices of products sold in the online store are indicated next to the products in euros.
VAT, delivery costs and other order-related costs may be added to the product price, where applicable. The final order amount is shown to the buyer before confirming the order.
The delivery cost depends on the buyer’s location, the characteristics of the goods and the selected delivery method. The delivery cost is shown when placing the order if the relevant delivery method is available in the online store.
Information about the main characteristics of the goods is provided directly next to the product in the online store. In the case of chemical products, the buyer must review the product description, intended use, safety requirements and, where applicable, the safety data sheet before placing an order.
Product images are illustrative. The actual appearance, packaging or labelling of the product may differ from what is shown on the website due to changes made by the manufacturer, but this does not affect the main characteristics or intended use of the product.
3. Placing an Order
To order goods, the desired products must be added to the shopping cart and the order must be completed at the online store checkout.
To place an order, the buyer must fill in the required data fields, select a suitable delivery method and choose a payment method if this option is available in the online store.
The buyer is responsible for the accuracy of the information provided when placing the order. MasterChem OÜ is not responsible for delays or inability to fulfil the order if this is caused by incorrect or incomplete information provided by the buyer.
An order is considered submitted after the buyer has confirmed the order in the online store.
The sales contract enters into force once the amount payable for the order has been received in the bank account of MasterChem OÜ or once confirmation has been received from the payment service provider, unless the parties have agreed on payment by invoice.
4. Payment Methods
The following payment methods may be available in the online store if the relevant payment method is available during checkout:
- Estonian bank payments;
- Visa and Mastercard card payments;
- Finnish bank links;
- Latvian bank payments;
- Lithuanian bank payments;
- payment by invoice.
When paying via a bank link, the buyer must click the “Back to merchant” button on the bank’s page after completing the payment.
Online store payments may be processed by Maksekeskus AS or another payment service provider. Payment takes place outside the MasterChem OÜ online store in the secure environment of the relevant payment service provider.
MasterChem OÜ does not have access to the buyer’s bank or payment card details.
Personal data required for making payments is transferred to the authorised processor only to the extent necessary for processing the payment.
More detailed information about the processing of personal data is provided in the MasterChem OÜ Privacy Policy.
5. Order Confirmation and Fulfilment
After placing an order, an order confirmation is sent to the email address provided by the buyer.
If the ordered goods cannot be delivered due to the goods being out of stock, delivery issues or another reason, MasterChem OÜ will inform the buyer as soon as possible.
If the order cannot be fulfilled, any amount already paid by the buyer, including the delivery cost, will be refunded without delay, but no later than within 14 days from sending the relevant notice, unless the parties agree otherwise.
MasterChem OÜ has the right to refuse to fulfil an order or to cancel an order if the product price or availability has been displayed incorrectly in the online store or if fulfilling the order is objectively impossible.
6. Delivery
Goods are delivered to the following countries if the relevant delivery option is available during checkout:
- Estonia;
- Latvia;
- Lithuania;
- Finland.
The buyer may have the following options for receiving the goods:
- Omniva parcel machine;
- Itella parcel machine;
- courier service;
- delivery through a transport company;
- self-pickup from the location of MasterChem OÜ;
- another delivery method offered during checkout.
Delivery costs are borne by the buyer unless otherwise agreed. The delivery cost is shown to the buyer during checkout or agreed separately with the buyer.
Shipments within Estonia generally reach the destination specified by the buyer within up to 5 working days from the entry into force of the sales contract, provided that the product is in stock and unless otherwise stated for the order.
Deliveries outside Estonia are generally completed within up to 14 calendar days, unless otherwise stated for the order.
In exceptional cases, such as delivery difficulties, large-volume orders, special requirements for the transport of dangerous goods or other circumstances beyond the control of MasterChem OÜ, delivery may take up to 45 calendar days.
7. Receiving the Goods
Upon receiving the goods, the buyer must check the condition of the packaging and, where possible, the conformity of the goods with the order.
If the packaging is damaged or the goods do not correspond to the order, MasterChem OÜ must be notified as soon as possible by email at info@masterchem.ee.
If the damage occurred during transport, the buyer should, where possible, record the damage together with the carrier and take photos of the packaging and the goods.
8. Right of Withdrawal
If the buyer is a consumer, meaning a natural person who makes a purchase for purposes not related to their business or professional activity, the buyer has the right to withdraw from a contract concluded in the online store within 14 days from receiving the goods.
The right of withdrawal does not apply if the buyer is a legal entity or a natural person who purchases the goods for purposes related to their business or professional activity.
To exercise the right of withdrawal, the consumer must submit a clear withdrawal statement to MasterChem OÜ by email at info@masterchem.ee no later than within 14 days from receiving the goods.
The withdrawal statement should include the following information:
- buyer’s name;
- phone number;
- email address;
- invoice or order number;
- name of the product to be returned;
- reason for return, if the buyer wishes to provide it;
- bank account number if the refund cannot be made through the same payment method.
9. Limitations of the Right of Withdrawal
To exercise the 14-day right of withdrawal, the goods must not be used in any way other than what is necessary to verify the nature, characteristics and functioning of the goods in the same way as would be permitted in a regular store.
If the goods have been used more than necessary to verify their nature, characteristics and functioning, or if the goods show signs of use or wear, MasterChem OÜ has the right to reduce the refundable amount according to the decrease in the value of the goods.
The right of withdrawal does not apply, among other cases, if:
- the goods have been made or customised according to the buyer’s specific request;
- the goods deteriorate or expire quickly;
- sealed goods are not suitable for return due to health protection, hygiene or safety reasons and the packaging has been opened after delivery;
- the goods have, due to their nature, been mixed or combined with other goods after delivery in a way that does not allow them to be separated;
- return is not permitted for reasons arising from law.
In the case of chemical products, the buyer must take into account that the return of opened, damaged, used or incorrectly stored products may not be possible due to safety, quality or hygiene requirements.
10. Returning Goods
The consumer must return the goods to MasterChem OÜ no later than within 14 days from submitting the withdrawal statement or provide proof that the goods have been handed over to the carrier within that period.
The costs of returning the goods are borne by the buyer, unless the reason for the return is that the product does not correspond to the order, is incorrect or defective.
Returned goods should, where possible, be in the original packaging and complete. The goods must be packaged in a way that protects them from damage during transport.
MasterChem OÜ may refuse to make a refund until it has received the returned goods or until the buyer has provided proof that the goods have been returned, whichever occurs first.
11. Refunds
In the event of withdrawal, MasterChem OÜ will refund to the consumer all payments received under the contract, including the cost of the cheapest standard delivery method offered to the buyer, without delay but no later than within 14 days from receiving the withdrawal statement.
If the buyer has chosen a delivery method different from or more expensive than the cheapest standard delivery method offered by MasterChem OÜ, MasterChem OÜ is not obliged to reimburse the cost exceeding the price of the standard delivery method.
The refund will be made using the same payment method that the buyer used for the purchase, unless the parties agree otherwise.
12. Right to Submit a Complaint
MasterChem OÜ is responsible for the non-conformity of goods sold to a consumer in accordance with the procedure provided by law.
In consumer sales, the buyer has the right to submit a complaint regarding the non-conformity of goods within two years from the delivery of the goods.
If a defect appears within the first six months from the delivery of the goods to the consumer, it is presumed that the defect already existed at the time of delivery, unless such a presumption is contrary to the nature of the goods or the defect.
If a defect appears, the buyer must contact MasterChem OÜ no later than within two months from discovering the defect by sending an email to info@masterchem.ee or calling +372 5504440.
The complaint should include:
- buyer’s name and contact details;
- order or invoice number;
- name of the defective product;
- description of the defect;
- photos of the defect, where possible;
- the solution requested by the buyer.
MasterChem OÜ is not responsible for defects that occur after the goods have been delivered to the buyer, including defects caused by improper use, storage, handling, installation, mixing or failure to follow safety requirements.
If the goods have a defect for which MasterChem OÜ is responsible, MasterChem OÜ will repair or replace the defective goods. If the goods cannot be repaired or replaced, or if this does not produce the desired result, the buyer has the right to request a price reduction or withdraw from the contract in accordance with the procedure provided by law.
MasterChem OÜ will respond to a complaint submitted by a consumer in writing or in a format that can be reproduced in writing within 15 days.
13. Buyer as a Legal Entity
If the buyer is a legal entity, business customer terms apply to the purchase unless the parties have agreed otherwise in writing.
The 14-day right of withdrawal provided for consumers and proceedings before the Consumer Disputes Committee do not apply to buyers who are legal entities.
A buyer who is a legal entity must inspect the goods upon receipt and notify MasterChem OÜ of any defects within a reasonable time after discovering the defect.
14. Processing of Personal Data and Direct Marketing
MasterChem OÜ processes the buyer’s personal data for fulfilling the order, delivering the goods, invoicing, customer communication and complying with legal obligations.
For the fulfilment of the order, MasterChem OÜ may transfer necessary personal data to payment service providers, transport and logistics partners, IT service providers and other authorised processors only to the extent necessary.
MasterChem OÜ sends newsletters and offers to the buyer only if the buyer has given consent or if this is permitted by law.
The buyer has the right to unsubscribe from marketing communications at any time by contacting info@masterchem.ee or by using the unsubscribe link in the newsletter, where available.
More detailed information about the processing of personal data is provided in the MasterChem OÜ Privacy Policy.
15. Cookies
The website masterchem.ee uses cookies and similar technologies to ensure the functioning of the website, improve user experience and, where applicable, provide analytics or other services.
More detailed information about the use of cookies is provided in the MasterChem OÜ Cookie Policy.
16. Dispute Resolution
If the buyer has any complaints regarding the online store or purchased goods, they should be sent by email to info@masterchem.ee or communicated by phone at +372 5504440.
The parties will attempt to resolve disputes through negotiations.
If the buyer is a consumer and the parties are unable to resolve the dispute by agreement, the buyer has the right to contact the Consumer Disputes Committee.
The Consumer Disputes Committee is competent to resolve disputes arising from contracts concluded between consumers and traders that the parties have not been able to resolve by agreement.
More information and submission of applications:
https://komisjon.ee/et/avalduse-esitamine
The buyer also has the right to contact a competent supervisory authority.
Consumer Protection and Technical Regulatory Authority
Address: Endla 10a, 10122 Tallinn, Estonia
Email: info@ttja.ee
Website: www.ttja.ee
17. Applicable Law
These terms and conditions and sales contracts concluded through the online store are governed by the laws of the Republic of Estonia.
If any provision of these terms and conditions is found to be invalid or void, this does not affect the validity of the remaining provisions.
18. Contact Details
MasterChem OÜ
Registry code: 10755076
VAT number: EE100688636
Legal address: Lao tn 4, 74114 Maardu, Harju maakond, Estonia
Phone: +372 5504440
Email: info@masterchem.ee