Terms & Conditions

Last updated: September 1, 2025

These Terms & Conditions of Sale (“Terms”) govern the offer and sale of products (“Products”) on websites, subdomains, and online services operated by SayRUG (“we”, “us”, “our”). By placing an order, you accept these Terms.

1. Operator & Contact

SayRug OÜ
Ahtri tn 12, 10151 Tallinn, Estonia
Email: support@sayrug.com

2. Scope & Customers

• Applicability. These Terms apply to all purchases made through our websites, whether by private individuals or business customers. For Trade Program purchases, see our separate Trade Program Terms.
• Operational details. Practical instructions for ordering, shipping, returns, packaging, and addresses are set out in our Help Center and form part of these Terms.

3. Account & Registration

• Guest or account. You may checkout as a guest or create an account. Information you provide must be accurate and kept up to date.
• Security. Keep your credentials confidential. You are responsible for activity under your account. Notify us immediately of any unauthorized use.
• Compliance. We may refuse, suspend, or close accounts and/or orders to prevent fraud, misuse, or breach of these Terms.

4. Ordering Process

• Cart & availability. Adding items to your cart does not reserve availability or price. Inventory and lead times may change until checkout is completed.
• Pre-contract information. Before payment you will see key details: main product characteristics, price (including applicable taxes where shown), delivery costs, accepted payment methods, and any lead-time notes.
• Order confirmation. Your order is confirmed once payment is successfully completed and you receive an order confirmation email. In the rare event we cannot fulfill an order after payment (e.g., a stock issue, delivery restriction, or an obvious pricing error), we will inform you as soon as possible and issue a full refund.

5. Prices, Taxes & Payment

• Pricing. Prices may change; the price displayed at checkout applies to your order.
• Taxes & duties. Applicable taxes, duties, and delivery fees are shown at checkout where relevant. For international deliveries, local authorities may assess import duties, taxes, and handling fees.
• Payments. Payments are processed by authorized providers. For security reasons, we do not store full card details on our systems.

6. Shipping, Delivery & Risk

• Timeframes. Delivery timeframes shown at checkout are estimates and may vary by location, carrier, and production schedules. If you need a precise delivery estimate for a specific product or project, please contact our support team for an exact calculation.
• Completion & risk. Delivery is completed when the Products are made available at the delivery address you provided. The risk of loss passes upon delivery.
• Inspection on receipt. Upon delivery, please verify parcel count and condition. Note any visible damage or shortages on the carrier’s delivery note and notify us promptly with photos and the delivery document.

7. International Deliveries & Import Charges

• Customs charges. Orders delivered outside your home market may be subject to import duties, taxes, and handling fees determined by local customs. Unless otherwise stated at checkout, you are responsible for these charges.
• Customs brokerage. Where a customs broker acts on your behalf, you authorize them to complete import formalities and, where applicable, arrange returns subject to these Terms.

8. Right of Withdrawal (EEA/UK Consumers)

• Cooling-off. You may withdraw within 14 calendar days from delivery (or the last item in a multi-item order) without giving reasons.
• Condition & timing. Products must be returned within 14 days of notifying withdrawal, unused and in their original packaging, with all accessories and documentation.
• Return to origin warehouse & cost. For any return (including withdrawals), items must be sent back to the original dispatch/origin warehouse at your expense, unless our Help Center states otherwise. Returned items remain under the customer’s responsibility until received and inspected at our warehouse.
• Refund of delivery fees. We refund payments received including the least expensive standard outbound delivery (if charged), as required by law. Paid premium delivery services (e.g., express, white-glove, time-slot) are not refunded for change-of-mind withdrawals.
• Value reduction. We may deduct any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
• Exceptions (custom items). Products made to order, customized by size, color, material, finishing, or otherwise produced specifically for the customer are final sale and cannot be returned or refunded unless damaged or defective upon delivery.
• Other legal exceptions. Further exceptions permitted by law may apply (e.g., sealed goods not suitable for return once unsealed for health/hygiene reasons). Details and examples are provided in our Help Center.

9. Non-Conformity & Legal Warranty

• Defects & lack of conformity. If a Product is defective or not as described, contact us without undue delay and provide evidence (photos, description, order number). Consumers in the EEA benefit from a legal conformity warranty (up to 2 years under applicable law).
• Remedies. Depending on the case and applicable law, remedies may include repair, replacement, price reduction, or refund. Please notify us within a reasonable time after discovery to preserve your rights.

10. Returns & Refunds (Operational Details)

Return channels (RMA), label issuance, packaging requirements, inspection process, and warehouse addresses are described in our Help Center and form part of these Terms. Please follow those instructions to avoid delays or damage during transit.

11. Use of the Website

• Acceptable use. Do not use the website for unlawful activity, malware distribution, scraping, or attempts to bypass security or rate limits.
• Intellectual property. All site content is owned by us or licensors and protected by law. Do not copy, adapt, or distribute without permission.
• Third-party services. Certain features integrate third-party services (payments, logistics, analytics). Their terms and policies may apply in addition to these Terms.

12. Liability

Nothing in these Terms limits liability that cannot be limited by law (including liability for death or personal injury caused by negligence, or for fraud). To the extent permitted by law, we are not liable for indirect or consequential losses. For purchase-related claims, our total liability will not exceed the amount you paid for the Product giving rise to the claim.

13. Privacy & Cookies

Personal data is processed as described in our Privacy Policy and Cookie Policy, which are incorporated into these Terms.

14. Governing Law & Disputes

These Terms are governed by the laws of Estonia, together with any mandatory consumer protection rules of your country of residence within the EEA/UK. Disputes may be brought before the competent courts of Tallinn, Estonia, without prejudice to any mandatory jurisdiction rules applicable to consumers. EEA customers may also use the European Online Dispute Resolution platform.

15. Changes to These Terms

The version posted at the time of your order applies to that order. We may update these Terms from time to time to reflect changes in law, our Services, or operational practices.

16. Customer Support

For questions about orders, deliveries, or returns, contact us at support@sayrug.com or visit our Help Center.