{"id":1499651,"date":"2026-07-11T15:25:58","date_gmt":"2026-07-11T12:25:58","guid":{"rendered":"https:\/\/digibit.ee\/info\/complaints-handling-procedure\/"},"modified":"2026-07-11T15:25:58","modified_gmt":"2026-07-11T12:25:58","slug":"complaints-handling-procedure","status":"publish","type":"info","link":"https:\/\/digibit.ee\/en\/info\/complaints-handling-procedure\/","title":{"rendered":"Complaints handling procedure"},"content":{"rendered":"<section>\n<ul>\n<li><strong>1.<\/strong> For products purchased from the Digibit.ee online store, the period for filing a complaint is at least 2 years from the handover of the goods<br \/>\nto the Consumer. Certain products may have an additional manufacturer&#8217;s warranty.<\/li>\n<li><strong>2.<\/strong> If Digibit has provided a sales warranty for the device, then Digibit ensures the elimination of defects in accordance with<br \/>\nthe conditions set out in the sales warranty.<\/li>\n<li><strong>3.<\/strong> The online store responds to a complaint submitted by the consumer in writing or in a form that can be reproduced in writing<br \/>\nwithin 15 days.<\/li>\n<li><strong>4.<\/strong> The basis for filing a complaint is the sales invoice of the device and the completed manufacturer&#8217;s warranty coupon, if this is<br \/>\nrequired by the manufacturer.<\/li>\n<li><strong>5.<\/strong> A complaint does not cover teaching how to use the product, adjustment, maintenance, cleaning, restoration of commercial<br \/>\nappearance, or the elimination of such faults that have been caused by failure to follow the instructions for use.<\/li>\n<li><strong>6.<\/strong> Digibit.ee does not eliminate free of charge the defects that appear during the period of the right to file a complaint if they are caused by:\n<ul>\n<li>actions resulting in physical, cosmetic or surface damage or changes to the Goods, or damage to the LCD screen;<\/li>\n<li>installation or use of the goods contrary to their normal use or instructions;<\/li>\n<li>software errors installed on the device;<\/li>\n<li>normal wear and tear;<\/li>\n<li>the right to file a complaint does not extend to damage that occurred during transport after the handover of the product to the buyer;<\/li>\n<li>improper use or maintenance (including if the device has been repaired or maintained by a person not authorised by the manufacturer);<\/li>\n<li>damage, replacement or removal of the serial number, control sticker or marking sticker of the device and\/or component;<\/li>\n<li>external factors. External factors include, among others, lightning, non-compliant electrical voltage and voltage fluctuations, humidity, liquid, mechanical damage, etc.;<\/li>\n<li>the product does not work due to the owner&#8217;s fault, as a result of improper operation, failure to follow the user manual, or if the defects arose from careless storage, maintenance or overloading of the product.<\/li>\n<\/ul>\n<\/li>\n<li><strong>7.<\/strong> In determining liability, Digibit.ee relies on the expert assessment carried out by the manufacturer&#8217;s authorised representative.<br \/>\nA private customer does not have to pay a fee for the expert assessment (except in the cases in point 5) during the first year from the date of purchase.<br \/>\nIf the expert assessment reveals that the defects are caused by the factors listed above, but repairing the device is possible,<br \/>\nthen the Consumer has the option to order a paid repair. A device with liquid\/moisture damage and\/or mechanical damage is also<br \/>\nsubject to repair only on a paid basis in the future.<\/li>\n<li><strong>8.<\/strong> An expert assessment fee must be paid for the expert assessment carried out on the device if Digibit.ee is not liable for<br \/>\neliminating the defect that appeared on the device and repairing the device is not possible. The Consumer must also pay the expert assessment fee if<br \/>\nno defect is detected on the device as a result of the expert assessment (diagnostics) and the device meets the manufacturer&#8217;s technical requirements.<\/li>\n<li><strong>9.<\/strong> During the period for filing a complaint, the Consumer has the right to a free repair of the product. If the product cannot be<br \/>\nrepaired and the fault has arisen through the manufacturer&#8217;s fault, then the product is replaced in accordance with the repair report issued to the consumer by an authorised<br \/>\nrepair company. If repairing or replacing the product is not possible or fails, the consumer has the right to withdraw from the sales contract<br \/>\n(demand a refund).<\/li>\n<li><strong>10.<\/strong> If the consumer does not agree with Digibit.ee&#8217;s position, the consumer must prove that:\n<ul>\n<li>it is a defect (non-compliance with the contract terms);<\/li>\n<li>the defect or its cause existed at the moment of the handover of the device;<\/li>\n<li>Digibit.ee is liable for the defect.<\/li>\n<\/ul>\n<\/li>\n<li><strong>11.<\/strong> The buyer has the right to turn to the online store within two months at the latest of the defect becoming apparent.<\/li>\n<li><strong>12.<\/strong> In the case of defects that appear during the first 12 months, the private customer must prove that:\n<ul>\n<li>it is a defect (non-compliance with the contract terms);<\/li>\n<li>the defect or its cause appeared during the first 12 months.<\/li>\n<\/ul>\n<\/li>\n<li><strong>13.<\/strong> If the product is replaced with another, a new complaint filing period applies to that product.<br \/>\nIf only one component was replaced, then the new complaint filing period applies only to the replaced component.<\/li>\n<li><strong>14.<\/strong> To exercise the right to file a complaint, an email must be sent to our customer service<br \/>\n<a href=\"mailto:sales@digibit.ee\">sales@digibit.ee<\/a>.<\/li>\n<li><strong>15.<\/strong> In addition to the rights arising from the right to file a complaint, the Consumer also has all other rights arising from<br \/>\nthe legislation of the Republic of Estonia.<\/li>\n<\/ul>\n<\/section>\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false},"kind":[],"class_list":["post-1499651","info","type-info","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/digibit.ee\/en\/wp-json\/wp\/v2\/info\/1499651","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digibit.ee\/en\/wp-json\/wp\/v2\/info"}],"about":[{"href":"https:\/\/digibit.ee\/en\/wp-json\/wp\/v2\/types\/info"}],"wp:attachment":[{"href":"https:\/\/digibit.ee\/en\/wp-json\/wp\/v2\/media?parent=1499651"}],"wp:term":[{"taxonomy":"kind","embeddable":true,"href":"https:\/\/digibit.ee\/en\/wp-json\/wp\/v2\/kind?post=1499651"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}