Complaints and faulty goods
If a product is faulty, you do not need to use the 90-day right of withdrawal. Your rights in relation to faulty goods are separate from your right to withdraw.
When can you make a complaint?
The seller is responsible for a lack of conformity that becomes apparent within two years of delivery to a consumer. Notify us no later than two months after discovering the fault. A fault that becomes apparent within the first year is presumed to have existed at delivery, unless that presumption is incompatible with the nature of the goods or the fault.
This statutory responsibility is separate from any voluntary manufacturer’s warranty. A warranty does not reduce your statutory consumer rights.
How to make a complaint
Use our online complaint form. Include your name and contact details, order number or other proof of purchase, product name, a description of the fault, when you discovered it, and your preferred solution. Photos or a video can help explain the problem, but you can still make a complaint without them.
If using the product could be unsafe or cause further damage, stop using it.
Handing over or sending the product
Send it to a parcel locker
Parcel locker: Pärnamäe Rimi
Recipient: Speli Baltic OÜ
Telephone: 5514803
Bring it to us
Speli Baltic OÜ
Pähklimäe 2–15
74114 Maardu
Before bringing the product, please arrange a suitable time by calling 670 0623.
Pack the product so that it is protected during transport. Use suitable outer packaging and cushioning, and include your order number or complaint reference. You can make a complaint even if you no longer have the original packaging.
How we resolve complaints
We will reply in writing within 15 days. If we need more time, we will explain why and give you a new deadline. You may first request a free repair or replacement, subject to the legal requirements on feasibility and proportionality. Where the law allows, you may request a price reduction or withdraw from the contract.
The seller covers the transport, labour and material costs needed to resolve a justified complaint. If the fault was caused by normal wear and tear, incorrect use or damage caused by the customer, we will explain our findings and supporting evidence.
Handling fee for a separately agreed paid service
If a product needs inspection, maintenance or repair for a reason for which the seller is not responsible, we can offer a separate paid service. The handling fee for this service is €25 including VAT. Before carrying out the service, we will tell you the handling fee and the total price of any additional work, and ask for your express consent. The fee applies only if you have ordered the paid service in advance.
Submitting a complaint, or having a complaint rejected, does not by itself create an obligation to pay a handling fee. We do not pass on the cost of resolving faults for which the seller is responsible or of meeting the seller’s statutory burden of proof.
If we cannot reach an agreement
Consumers may contact the Consumer Disputes Committee or bring a case before a court. The Committee resolves disputes between consumers and traders registered in Estonia, and its procedure is free for consumers. Before contacting the Committee, first submit your complaint to the seller.
Updated 04.10.2026