Refund policy

Last updated: 30 June 2026

This Return and Refund Policy applies to purchases made through the NADA online store.

Nothing in this policy limits any mandatory rights granted to consumers under applicable law.

1. Right of withdrawal for standard products

A consumer has the right to withdraw from an online purchase without giving a reason within 14 days.

The withdrawal period begins on the day the consumer, or a third party designated by the consumer other than the carrier, receives the product.

If several products from the same order are delivered separately, the withdrawal period begins on the day the final product is received.

The statutory right of withdrawal applies only to consumers. It does not apply where the purchaser is a legal person or is acting for purposes connected with their trade, business, craft or profession. Returns by business customers are accepted only where separately agreed in writing.

2. How to exercise the right of withdrawal

To withdraw from a purchase, the consumer must notify NADA before the 14-day withdrawal period expires.

The consumer may exercise the right of withdrawal in either of the following ways:

·        by using the electronic withdrawal button and withdrawal form available on the NADA website; or

·        by sending an unequivocal withdrawal notice to nada@nada.ee.

The withdrawal notice should include:

·        the purchaser’s full name;

·        the order number;

·        the product or products being returned;

·        the delivery address; and

·        confirmation that the purchaser wishes to withdraw from the sales contract.

The consumer is not required to provide a reason for the withdrawal.

3. Electronic withdrawal button

The NADA website provides an electronic withdrawal function through the withdrawal button.

To use it, the consumer must open the withdrawal form, provide the requested order information and confirm the withdrawal through the confirmation button.

After the withdrawal has been submitted, NADA will send confirmation of receipt without undue delay by email or another durable medium. The confirmation may include the submitted information and the date and time on which the withdrawal was received.

Using the electronic withdrawal function is optional. The consumer may also exercise the right of withdrawal by sending any other unequivocal withdrawal statement to nada@nada.ee before the withdrawal period expires.

Submitting the withdrawal notice within the 14-day period is sufficient to meet the withdrawal deadline.

4. Made-to-measure and personalised products

The statutory right of withdrawal does not apply to products made according to the consumer’s specifications or clearly personalised for the consumer.

This includes made-to-measure garments produced according to the client’s measurements, selected fabric, construction, fit and individual design choices.

Made-to-measure and personalised products cannot be returned or exchanged merely because the client has changed their mind.

This restriction does not affect the client’s statutory rights if the product is defective, does not conform to the agreed specifications or was otherwise supplied incorrectly.

5. Sale and clearance products

Products sold at a reduced price, including sale and clearance products, remain subject to the statutory 14-day right of withdrawal unless a specific legal exception applies.

A product cannot be excluded from the statutory right of withdrawal solely because it has been marked “final sale”, “sale” or “clearance”.

This does not prevent NADA from identifying products as final sale in circumstances where no statutory right of withdrawal applies or where a separate, lawful agreement has been made with a purchaser who is not a consumer.

6. Gift cards

An unused gift card purchased online may be subject to the statutory 14-day right of withdrawal.

A gift card cannot be returned after it has been redeemed, whether in full or in part, except where otherwise required by applicable law.

The validity period and conditions of use are stated on the gift card or the relevant product page.

7. Condition of returned products

The consumer may inspect and handle a product only to the extent necessary to establish its nature, characteristics, fit and functioning, in the same way as would normally be permitted in a physical shop.

Returned products should be:

·        unworn, other than for reasonable fitting;

·        clean and undamaged;

·        free from fragrance, stains and signs of wear;

·        returned with all original labels and garment tags attached; and

·        returned in their original packaging where reasonably possible.

The absence of original packaging does not automatically remove the right of withdrawal.

However, the consumer may be liable for any reduction in the value of a product resulting from handling that went beyond what was necessary to examine its nature, characteristics, fit and functioning.

NADA may reduce the refunded amount in proportion to the proven reduction in the value of the product.

8. Returning the products

After notifying NADA of the withdrawal, the consumer must return the products without undue delay and no later than 14 days after submitting the withdrawal notice.

Before sending a return, please contact nada@nada.ee or follow the instructions provided through the electronic withdrawal form. NADA will provide the applicable return instructions and return address.

Unless otherwise stated or agreed, the consumer bears the direct cost of returning the products.

We recommend using a tracked and, where appropriate, insured delivery service. The consumer is responsible for ensuring that the returned products are delivered safely to NADA.

Where NADA has arranged to collect the returned products, the consumer must make them available for collection as agreed.

9. Refunds

Following a valid withdrawal, NADA will refund all payments received from the consumer for the returned products.

The refund will also include the cost of the least expensive standard delivery method offered by NADA for the original order.

If the consumer selected a delivery method that was more expensive than the least expensive standard delivery method available, NADA is not required to refund the additional delivery cost.

The refund will be made without undue delay and no later than 14 days after NADA receives the withdrawal notice.

NADA may withhold the refund until:

·        the returned products have been received; or

·        the consumer has provided satisfactory evidence that the products have been sent back,

whichever occurs first.

The refund will be made using the same payment method used for the original transaction unless the consumer and NADA expressly agree otherwise.

The consumer will not incur an additional fee for the refund.

10. Exchanges

If a different size or colour is required, we recommend placing a new order for the desired product and returning the original product for a refund.

This helps ensure that the preferred product remains available and can be dispatched without waiting for the original return to be processed.

Any exchange offered directly by NADA is subject to product availability and does not restrict the consumer’s statutory right of withdrawal.

11. Incorrect products or order errors

If the consumer receives an incorrect product, incorrect size or a product that differs from the confirmed order, they should contact nada@nada.ee as soon as possible.

Where the error is attributable to NADA, NADA will arrange the appropriate replacement, repair, collection or refund without charging the consumer additional delivery costs.

12. Defective goods and lack of conformity

NADA is liable for a lack of conformity that existed when the product was delivered and that becomes apparent within two years from the date of delivery.

A product may be considered non-conforming if it:

·        does not correspond to the agreed description, type, quantity or quality;

·        does not possess the characteristics agreed with the consumer;

·        is unsuitable for its ordinary purpose or a purpose specifically agreed with NADA;

·        does not have the durability, functionality or other qualities that a consumer may reasonably expect; or

·        does not correspond to the measurements, fabric, construction or other specifications agreed for a made-to-measure product.

Burden of proof

If a lack of conformity becomes apparent within one year from the date the product was delivered, it is presumed to have existed at the time of delivery unless that presumption is incompatible with the nature of the product or the nature of the defect.

During this one-year period, the burden of proving otherwise rests with NADA.

After one year has passed, the consumer may be required to demonstrate that the cause of the defect existed when the product was delivered.

Reporting a defect

The consumer must notify NADA of a defect within two months after becoming aware of it by contacting nada@nada.ee.

The notice should include:

·        the purchaser’s full name;

·        the order number;

·        a description of the defect; and

·        photographs or other relevant information where reasonably possible.

NADA is not responsible for damage caused after delivery by:

·        improper use or storage;

·        failure to follow the care instructions;

·        accidental or external damage;

·        normal wear and tear; or

·        an alteration or repair carried out without NADA’s authorisation.

Remedies for defective goods

If a product is defective or does not conform to the contract, the consumer may request that it be repaired or replaced unless the chosen remedy is impossible or would impose disproportionate costs on NADA.

Repair or replacement will be carried out free of charge, within a reasonable period and without causing significant inconvenience to the consumer.

Where repair or replacement is impossible, has been refused, has not been completed within a reasonable period, has failed, or where the defect is sufficiently serious, the consumer may be entitled to:

·        a proportionate reduction in the price; or

·        termination of the sales contract and a refund,

in accordance with applicable law.

NADA will respond to a written consumer complaint in writing, or in another format that can be reproduced in writing, within 15 days.

For questions concerning returns, refunds or defective products, please contact nada@nada.ee.