Conditions for claims

The claims period for private individuals is 24 months from the date of product delivery. For legal entities, it is based on the warranty period provided by the manufacturer.

During the claims period, consumers have the right to free repair or replacement of the product. If the defect is due to the manufacturer's fault, all material, production defect repairs, and labor and spare part costs will be covered. The consumer also has the right to withdraw from the sales contract.

A proof of purchase is required as the basis for a claim, and the claim must be submitted within two months of discovering the defect.

The claims process does not cover product usage instruction, adjustment, maintenance, cleaning, restoration of commercial appearance, or defects caused by not following the usage instructions. Claims rights do not apply to damages that occurred during transport after the product was handed over to the buyer.

Frog.ee does not cover defects for free if they are caused by:

• software errors installed on the device;
• normal wear and tear;
• improper use or maintenance (including if the device was repaired or serviced by unauthorized persons);
• damage, alteration, or removal of the device and/or part serial number, control sticker, or marking sticker;
• defects notified to the customer by Frog.ee before purchase;
• external factors such as lightning, non-compliant voltage and voltage fluctuations, humidity, liquid, mechanical damage, etc.;
• improper use or negligent handling, maintenance, or overloading of the product by the owner.

Frog.ee determines liability based on an inspection (diagnosis) performed by an authorized representative of the manufacturer. If the inspection shows that defects are caused by the above factors, but the device can be repaired, the consumer may order a paid repair. Devices with liquid or moisture damage and/or mechanical damage are only eligible for paid repairs.

Inspection fees apply if Frog.ee is not responsible for remedying the defect and if the device cannot be repaired. The consumer also pays for the inspection if no defect is found and the device meets the manufacturer's technical requirements.

Private customers are exempt from paying for the inspection within the first year from the purchase date.

If the consumer disagrees with Frog.ee's position, they must prove:

• that there is a defect (non-compliance with the terms of the contract);
• that the defect or its cause existed at the time of the device’s delivery;
• that Frog.ee is responsible for the defect.

If Frog.ee has provided a warranty for the device, it ensures defect rectification in accordance with the warranty terms.

To exercise the right to file a claim, send a written request to the email [email protected] or call our customer service line Mon-Fri at +372 611 11 11, where you will be guided on the next steps for the product in question.

In addition to the rights arising from the claims rights, the buyer also has all other rights provided by Estonian legislation.

The claims processing period is 15 days, and the refund period is 14 days from the decision date if the product cannot be replaced or repaired or if the consumer has withdrawn from the sales contract.