Right of Withdrawal & Returns
As a consumer in the EU you have a 14-day right to change your mind. Here is how it works, how to exercise it, and the one category of product it does not cover.
Last updated 22 June 2026
1. Your right to withdraw
If you are a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) take physical possession of the goods. Where your order is delivered in several parts, the period runs from the day you receive the last item.
2. How to exercise it
To exercise the right of withdrawal, you must tell us of your decision by a clear statement. The easiest way is to email contact@mosticare.org with your order number and the items you wish to return. You may use the model withdrawal form below, but you do not have to. To meet the deadline, it is enough that you send your communication before the 14-day period has expired.
3. Model withdrawal form
You may copy the wording below into an email to contact@mosticare.org:
To Mosticare OÜ, Müürivahe tn 33-1, 10140 Tallinn, Estonia (contact@mosticare.org): I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods [describe the goods], ordered on [date] / received on [date]. Order number: [____]. Name of consumer(s): [____]. Address of consumer(s): [____]. Date: [____].
4. Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the cost of standard delivery (but not any extra cost arising from your choosing a more expensive delivery method than the cheapest standard one we offer). We make the reimbursement without undue delay and not later than 14 days after the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.
We make the reimbursement using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement.
5. Returning the goods
You must send the goods back, or hand them over, without undue delay and in any event not later than 14 days from the day you communicate your withdrawal. The deadline is met if you send the goods before that period expires. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning. Please contact us at contact@mosticare.org and we will provide the return address and any instructions.
6. Made-to-measure items are exempt
Under EU consumer law (Article 16(c) of Directive 2011/83/EU), the right of withdrawal does notapply to goods made to the consumer's specifications or clearly personalised. This means our made-to-measure configurator products — for example the Apertura window screen and the Porta door screen, cut and assembled to the exact dimensions you enter — cannot be returned or cancelled under the 14-day right once production has begun, because they are manufactured uniquely for you and cannot be resold.
This exemption applies only to made-to-measure items. Standard, off-the-shelf products keep the full 14-day right of withdrawal described above. Your statutory rights for faulty or non-conforming goods (see our Terms of Sale) are unaffected — if a made-to-measure item arrives faulty or not as ordered, you are still entitled to a remedy.
7. Faulty or incorrect items
If any item arrives damaged, faulty, or different from what you ordered, contact us at contact@mosticare.org as soon as possible. We will arrange a repair, replacement, or refund at no cost to you, in line with your statutory consumer rights. This is separate from, and additional to, the 14-day withdrawal right.