Terms and Conditions
These Terms and Conditions form an integral part of the distance contract, which the parties conclude on the basis of the customer’s order at our online marketplace, www.rimi.ee. The terms included in the Terms and Conditions are mandatory. Violation of the Terms and Conditions may be considered as grounds for termination of the distance contract. The contract is valid for an unlimited period.
By placing an order, the customer confirms that he/she has read, understood, and agrees to the Terms and Conditions. The customer is not allowed to place orders at our online marketplace, www.rimi.ee, unless he/she has read and accepted the Terms and Conditions.
- Rimi – the owner of the online marketplace, www.rimi.ee, and its associated rights, Rimi Eesti AS (registration No. 10263574, legal address: Põrguvälja tee 3, Pildiküla, Rae Parish, 75301, Harju County, Estonia, who offers and sells goods to customers in the course of its economic activity in accordance with these Terms of Conditions.
- Customer – a natural person who orders goods from Rimi.
- Rimi e-store – an online marketplace, www.rimi.ee, which the customer uses for placing orders.
- Order Home – delivery of goods ordered by the customer to the address within the service area and specified in the customer’s order.
- Order to Store – placing an order in the Rimi e-store and receiving it at the store or Rimi Drive pick-up point specified in the order details and/or these Terms and Conditions.
- Service Area – an area defined by Rimi within which Rimi offers delivery of goods at the address given by the customer.
The customer may use the services of the Rimi e-store and place an order as:
1. A registered user:
a. The customer must create a customer account using his/her e-mail address, mobile phone number, and a password. If the customer chooses to order with delivery to a specific address, that address must be saved in the profile details for future orders. In order to create a customer account, additional information must be provided, for example: first name, last name, contact information, password, communication settings;
b. The customer may use their “Your Rimi” loyalty program profile to log in to the Rimi e-store. In this case, the system uses customer’s data: first name, e-mail address, mobile phone number, address (only if delivery to a specific address is required), choice of communication channels for marketing messages. If the customer does not have one or more of these categories of personal data filled in the “Your Rimi” loyalty program, the system will ask to enter additional information. The customer may also choose whether and through which communication channels he/she wishes to receive e-commerce marketing messages;
2. A guest:
a. Before placing an order, the customer must provide the following information: first name, last name, e-mail address, mobile phone number, and address if the customer chooses delivery to a specific address. If the “Order to Store” option is used, the address is optional.
The customer is responsible for providing true and accurate information. After registration, the customer assumes full responsibility for not disclosing the customer account password to third parties. The customer is fully responsible for all actions taken through his/her account. If the customer account is used by another person, Rimi will consider that it is used by the customer. If the customer loses the login data for the customer account, he/she must notify Rimi thereof via the contact details available in the e-store, either by phone or e-mail.
When choosing communication settings, the customer chooses whether to receive notifications and useful customer offers from Rimi or Rimi partners. The customer may choose the communication channels through which Rimi will provide its notifications or offers. If the customer chooses to receive notifications and offers, he/she agrees that Rimi may send notifications and offers through communication channels selected by the customer.
If the customer no longer wishes to receive notifications and offers, he/she may change the customer account notification settings.
Notifications regarding order fulfilment and account registration (for example, order confirmation, account registration confirmation, invoice, order cancellation) will be sent to the customer even if the customer has opted not to receive notifications and offers in the account settings, as these notifications are necessary to fulfil orders and notification of the customer about the status of the order.
If the customer chooses to sign in with the loyalty program profile, the customer can receive benefits the program offers:
- Personal offers (including birthday, children’s birthday offers);
- Loyalty card offers;
- Earning “Your Rimi” money;
- Collection of digital stickers.
Personal data of the customer is used to identify the customer and the recipient of the goods, to place and deliver an order, to prepare invoice documentation, to refund the returned goods and overpayments, to manage financial and other obligations arising from these Terms and Conditions and this distant contract, and to ensure other services provided by the Rimi e-store. For more information regarding personal data processing, please refer to section 11 of these Terms and Condition.
3. Price, payments and delivery costs
Prices of goods in the Rimi e-store are in euros. All prices shown include any type of value added or other taxes. The goods are sold at the price valid at the time of placing the order. The total delivery price may include fees. Depending on the bank used by the customer, bank charges may apply.
If the price of the product in the Rimi e-store and Rimi physical store is different at the time of ordering, the price offered in the Rimi e-store prevails. If the price of the product in the Rimi e-store and the price on the product packaging is different, the price offered in the Rimi e-store prevails. Campaigns and promotions of the Rimi e-store and the Rimi physical stores may vary.
If the total order price is 50.58 euros or less, in addition to the order price, the customer will have to pay a delivery fee of 0.99 to 4.99 euros for home delivery services, depending on the selected delivery time. No delivery fee will be added if the total order price is over 50.58 euros. Delivery fees may be subject to promotions.
The customer may only pay for the order using the payment methods available in the payment methods menu of the Rimi e-store. The payment must be made before the goods are received.
After delivery, Rimi will send the customer an electronic source document – an electronically generated invoice. Electronic source document-invoice is valid without a signature. The invoice is also available on the customer’s profile.
Rimi makes every effort to ensure that the quantity of the products to be weighed corresponds as closely as possible to the customer’s order; however, given the natural differences in size and weight, Rimi does not guarantee that the quantity of collected products corresponds to the quantity specified in the order; slight differences in weight are expected.
Rimi assumes no responsibility for ensuring the weight of the ordered goods. The price of the weighed goods will be calculated according to the weight specified by the customer. Rimi guarantees that the customer will not be charged additionally if the actual weight of the goods exceeds the weight specified in the order. If the weight of the delivered goods is lower than the weight stated in the order, the difference between the delivered and ordered amount will be refunded via the payment method that was used when placing the order. Refunds are processed immediately, but may take several business days to be displayed in the customer’s account.
Rimi has set a fixed fee for the packing that will be used when picking up products for the customer’s order. The packing fee consist of several costs.
The packing price consists picking and packaging (bags) for the whole order*, may include lightweight plastic bag costs**, additional plastic bag costs*** and single-use plastic container costs****.
* Items are packed in paper bags; frozen goods can be packed in lightweight plastic bags.
** Pre-packed/unpacked foodstuffs are packed in lightweight plastic bags (excluding very lightweight plastic bags up to 15 microns thick which are required for the primary packaging of foodstuffs for hygienic purposes).
*** If the product is of non-standard size and/or to prevent possible contact with nearby foodstuffs, the products are packed in an additional plastic bag.
**** Unpackaged loose foodstuffs are packed in plastic boxes.
4. Picking up products for your order and delivery
Rimi makes every effort to ensure that every order is fully fulfilled; however, because certain products may not be available at the time of order execution, Rimi does not guarantee that the delivered order will contain exactly the same products that were ordered online.
It may be necessary to replace the ordered products. When placing an order, the customer has the opportunity to choose whether to replace the ordered product (if the specific product is not available) with another product. If the customer has chosen not to replace the unavailable products, the order will only include available products. If the customer allows product replacement, Rimi will make every effort to find the products that Rimi believes are the best alternatives. However, Rimi cannot guarantee that the chosen alternative will certainly meet the customer’s expectations.
The customer, before picking up the order or before its delivery, will be informed regarding the products he/she will receive and their replacement (if the option was selected). If the customer is not satisfied with the alternative product, he/she will always have the right to return the alternative product at the time of handing over the order and receive a refund for the replaced product via the payment method used when placing the order. If the customer notices alternative products with which he/she is not satisfied after the order has been delivered, the customer can contact Rimi Customer Support and agree upon product return and refund.
The price for alternative products is calculated in accordance with the price of products that the customer originally selected. If the price of the alternative products delivered is higher than the price of the originally selected products, Rimi guarantees that the customer will not be charged additionally. If the price of the alternative products delivered is lower than the price of the originally selected products, the difference between the price of the alternative and the originally selected products will be refunded to the customer via the payment method that was used when placing the order. The amount will be refunded immediately; however, it may take 2–5 business days for the amount to be displayed in the customer’s account.
If the customer has opted not to receive alternative products and the ordered product or the ordered product quantity is not available, the customer will receive a refund for the unavailable products or the unavailable ordered product quantity via the payment method used when placing the order. The amount will be refunded immediately; however, it may take several business days for the amount to be displayed in the customer’s account.
If the customer received products he/she did not order or received them in a larger quantity than ordered and these products are not alternative products, the customer must contact Rimi Customer Support to replace the products picked by mistake.
Delivery will be made to the address indicated by the customer when placing the order. Rimi will deliver the customer’s order to the main entrance of the indicated address. If requested, the courier will bring the order to a specific floor of the apartment complex only if:
a. the courier has the customer’s consent; and
b. our courier considers such a request safe and practical. Rimi always reserves the right to deliver the order to the main entrance of the address.
For orders to business addresses, Rimi may deliver the order to the first floor of the main entrance of the company building, but unfortunately, Rimi cannot deliver the order to the customer’s table. If the company has a shared reception, Rimi is able to deliver the order to reception.
Please note that Rimi provides product delivery only in and around Tallinn. To make sure we deliver to the customer's location, please visit: https://www.rimi.ee/epood/en/help/help-delivery
The customer specifies the time of delivery when placing the order.
Orders will be delivered every day of the week from 10:00 to 22:00. Only sober persons of at least 18 years of age are entitled to receive alcoholic beverages. Only persons of at least 16 years of age are entitled to receive energy drinks. If no valid document proving age, i.e., (Estonian or foreign) citizen’s passport, Estonian or foreign identity card or Republic of Estonia driver’s license, is available at the time of delivery of the age-restricted products, the age-restricted products will remain with the courier and the customer will get a refund for those products. If the order contains alcoholic products, the courier may assess whether there is any indication that the recipient of the alcoholic beverages is drunk and/or intoxicated. In case of suspicion of the recipient’s drunkenness, alcoholic beverages shall not be transferred.
The customer can order alcoholic products at any time, but these products can only be delivered between 10:00 and 22:00. If, for any reason, the delivery time is earlier or later than those times and the order contains alcoholic products, these products will remain with the courier and the customer will get a refund for those products.
In the event that the order is delivered at the time specified by the customer but there is no one to whom the order can be delivered, the customer will be notified and he/she will need to contact Rimi Customer Support to arrange a new delivery time or to receive the order at one of the store pick-up points. If the courier or Rimi Customer Support cannot contact the customer and the customer does not contact Customer Support him/herself, the order will be delivered to the nearest store pick-up point. The customer can pick up the goods until the end of the same day. If the customer does not pick-up the goods during the given time, the order is cancelled, and payment will be returned to the customer by the method used when placing the order.
In such cases, if Rimi has to return the order, the customer may be charged an additional fee (delivery and packing fee) if the courier attempted to deliver the order at the time specified by the customer.
Although Rimi does its best to ensure that the customer’s order is delivered at the specified time, Rimi assumes no responsibility for full or partial deviation from the specified delivery time if this deviation was due to the fault of the customer or other unavoidable circumstances.
If delivery is not possible due to the customer’s fault or due to circumstances dependent on the customer (e.g. the customer has entered an incorrect address when registering in the Rimi e-store, the address cannot be found, the person receiving products has presented an invalid ID or has refused to provide an ID (in cases where Rimi must ensure the age of the person accepting the goods in accordance with the applicable legislation or these Terms and Conditions)), the goods will not be re-dispatched for re-delivery and the money paid will be refunded after deduction of the delivery and packing fee.
5. Quality guarantee and liability
Rimi will always try to choose the freshest and highest-quality products for the order. This includes picking the products with the longest expiration date on the shelves and packaging and transporting products safely. However, opinions regarding satisfactory product quality are subjective, and Rimi assumes no responsibility and does not guarantee that the products will always meet the customer’s expectations. If the customer is not satisfied with the quality of a product, the customer can return the specific product when receiving the order and receive a full refund for the specific product. If the customer is not satisfied with the quality of a product, but the customer noticed it after the time of the order’s handing-over, he/she can contact Rimi Customer Support and agree upon a product return and refund.
The products displayed in the Rimi e-store may not be the same size, shape, and colour as the received products due to technical characteristics of the various devices used for ordering the products or due to other reasonably expectable differences.
The characteristics of all products available in the Rimi e-store are provided in the products’ descriptions. Rimi shall be liable for displaying this information only to customers, unless laws and regulations provide otherwise. The manufacturer and/or distributor is responsible for information on a product’s characteristics.
6. Order to Store
If the customer decides to pick up the order from the store, the pick-up time and the store will be determined after placing the order. At some stores it is possible to pick up the order on the same day.
Please note that customers will not be able to pick up orders before the specified time. If the customer arrives later than the specified time, it may be still possible to pick up the order. In such cases please contact Rimi personnel at the pick-up point or Rimi Customer Support, and they will be able to assist you.
The orders are handed out every day of the week from 08:00 to 22:00 at pick-up points of Rimi stores or Drive. Picking up orders at Rimi stores and at Drive pick-up points is free of charge. Customers will be able to receive orders using a PIN code that will be sent via text message or e-mail. It is also possible to pick up orders at Rimi Drive pick-up points by providing the number plate on the customer’s car, which must be entered and saved when placing the order or in the customer profile.
Alcoholic beverages can only be picked up from 10:00 to 22:00. Only sober persons of at least 18 years of age are entitled to receive alcoholic beverages. If the order contains alcoholic products, we will ask for an identity document. If, at the time of pick-up, the customer does not provide a valid document proving that he/she is over 18 years of age (i.e. Estonian (or foreign) citizen’s passport, Estonian (or foreign) identity card, or Republic of Estonia driver’s license), alcoholic products cannot be handed over and the customer will be refunded for those products. If the order contains alcoholic products, the Rimi employee may assess whether there is any indication that the recipient of the alcoholic beverages is drunk and/or intoxicated. In case of suspicion of the recipient’s drunkenness, alcoholic beverages shall not be transferred.
If the order includes energy drinks, a valid identity document proving the recipient is 16 years of age or older must be presented. If the customer cannot present an identity document, presents invalid identity document, or turns out to be under 16 years of age, energy drinks cannot be handed over; the customer will be refunded for those products.
It is only possible to pick up orders during the time period specified by the customer; if the customer arrives later than the specified time period, the process of picking up the order may take additional time.
If the customer does not arrive to pick up the order during the reserved time period, Rimi reserves the right to cancel the order and refund the amount paid for products that have not yet perished using the customer’s previously used payment method. Rimi reserves the right to charge the customer for the part of the order containing non-returnable items, including but not limited to perishable goods.
7. Rights of withdrawal and rights to refuse
The customer has the right to unilaterally exercise the right of withdrawal within 14 days of receiving the order, immediately informing Rimi about the withdrawal. The application for withdrawal from the contract can be found here. The right of withdrawal may be exercised in accordance with laws and regulations, these Terms and Conditions, and other applicable terms issued by Rimi. The customer is responsible for the cost of returning such orders.
If the customer decides to use the right to return the ordered goods within 14 days, the customer must notify Rimi Customer Support and agree upon return and refund. Customer may return the order at the time of delivery or within 14 days of receiving the order by returning it to the store pick-up point from which it was delivered or picked up or by handing it over to the courier.
The customer may return food and non-food products, except fresh food products with a short shelf-life; packaged goods which have been unpacked after delivery and are unsuitable for return for health or hygiene reasons; packaged video or audio recordings or packaged software that was unpacked after delivery; newspapers, periodicals, or magazines.
At the time of delivery the customer may return all (good or low quality) non-food products, low quality food products or good quality alternative food products (replacing the customer’s selected products). All returned products must be in their original packaging and unused.
If the customer wants to return good-quality perishable goods, they may be returned within the expiration date defined on the package + 1 day.
Fresh food products with short shelf-lives that were used as alternatives for originally selected products can only be returned by returning them to the courier at the time of delivery or to the Rimi employee at the time of pick-up (if the “Order to Store” option was used). The courier or Rimi employee will arrange that the corresponding amount of money is returned to the bank account that was used for the order.
If the customer decides to return good-quality products, non-food and food products with a longer shelf-life may be returned within 14 days of receiving the order. When returning food products to the store, the foods must be in their original packaging, unopened, and within the expiration date + 1 day. If the customer is not able to satisfy these requirements, Rimi reserves the right not to refund the corresponding amount for the returned goods. When returning non-food products to the store, they must be in their original packaging, unopened, and within the expiration date + 1 day. If the customer is not able to satisfy these requirements, Rimi reserves the right not to refund the corresponding amount for the returned goods.
The customer covers all the costs related to the return of goods.
If after receiving an order the customer detects that the order contains damaged and/or low-quality and/or defective goods, the customer shall contact Rimi Customer Support within two months of the discovery via an application which shall include a photo of the damaged/defective product; Customer Support will arrange a refund to the payment account that was used to place the order. Within 15 days, Rimi will respond to the customer’s complaint in writing or in a form that can be reproduced in writing. Low-quality food products may be returned within the expiration date indicated on the package. Low-quality/defective non-food goods may be returned within 2 years of receiving the order or within the specified warranty period, after prior consultation with Customer Support. Rimi reserves the right to request that the customer returns the damaged product to the store from which it was delivered or picked up or to the courier.
8. Order cancellation
In the event of serious circumstances, Rimi may fully or temporarily suspend the Rimi e-store without prior notice to the customer. In such cases, Rimi will reimburse the customer within 10 business days for any undelivered orders.
Rimi e-store reserves the right to restrict purchases that show indications of wholesale. Rimi, by electronically informing the customer, has the right to refuse and/or not fulfil customer orders, if the customer orders an unusually large amount/number of goods (regardless of whether the products have been ordered in one or several orders) and/or if the order(s) have other wholesale indications.
The customer has the right to cancel the order. After placing an order, there will be a certain time period during which the customer may cancel the order in the system himself/herself. After this period, the customer has the right to contact Rimi Customer Support and request cancellation of the order. The payment will be returned to the customer by the method used when placing the order. In case the customer’s order has already been picked or is in the process of delivery, the customer may be charged for delivery and packing.
9. Customer Support
If you have any questions about purchasing from the Rimi e-store, Rimi encourages you to contact Rimi Customer Support Mon-Fri 8-21 and Sat-Sun 9-20 by calling +372 605 6333 or by sending an e-mail to firstname.lastname@example.org.
10. Final provisions and settlement of disputes
If Rimi violates these Terms and Conditions, Rimi will only be liable for customer losses incurred as a direct result of the violation insofar these losses are reasonably foreseeable by both parties.
Rimi may unilaterally modify these Terms and Conditions. Rimi will inform the customer regarding modifications of these Terms and Conditions without undue delay by posting information regarding modifications in the Rimi e-store or by sending this information via text message or e-mail.
Rimi e-store reserves the right to restrict the customer’s use of Rimi e-store services or to cancel the customer’s registration without further notice, if the customer uses the Rimi e-store in violation of these Terms and Conditions and/or attempts to impair the e-store’s stability and/or security.
These Terms and Conditions are prepared in accordance with and are governed by the laws and regulations of the Republic of Estonia, and all disputes shall be resolved in the courts of the Republic of Estonia.
If the court of law or another competent authority deems any provision within the Terms and Conditionsto be incorrect, inapplicable, or counter to the law, this ruling will affect the validity of the remaining Terms and Conditions that are in force and that are fully applicable in accordance with laws and regulations.
11. Data processing and protection