Last Updated: 11 December, 2025
This Compliance & Dispute Resolution Policy describes how Shorean, operated by Ennestrad Service OÜ, ensures adherence to legal requirements and provides customers with a fair, transparent, and structured process for handling complaints and resolving disputes.Our processes comply with the European Union Consumer Rights Directive, GDPR, and Estonian consumer protection regulations.
1. Legal & Regulatory Compliance
Shorean is committed to maintaining full compliance with applicable laws, including:
1.1 GDPR & Data Protection Regulations
We follow strict GDPR and Estonian data protection requirements by:
- Collecting and processing personal data lawfully and transparently
- Implementing strong security measures (SSL encryption, secure servers)
- Allowing customers to exercise all GDPR rights
- Limiting access to personal information and maintaining confidentiality
Details are outlined in our Privacy Policy.
1.2 EU Consumer Rights
We comply with:
- EU Consumer Rights Directive (14-day return rules)
- Estonian Consumer Protection Act
- Regulations regarding product warranties, refunds, and service quality
- Clear disclosure of pricing, VAT, shipping, and product information
1.3 E-Commerce & Payment Compliance
We ensure:
- Secure payment processing through trusted, PCI-compliant providers
- VAT compliance for EU transactions
- Transparent checkout and pricing details
- Fraud prevention monitoring
2. Customer Complaint Procedure
We aim to resolve all customer issues quickly, professionally, and fairly.
2.1 How to Submit a Complaint
If you encounter any issue regarding your order, product quality, website usage, or service, you may contact us via:
info@shoreano.com
Please include:
- Your full name
- Order number
- Description of the issue
- Supporting photos or documents (if applicable)
2.2 Response Time
We will:
- Acknowledge your complaint within 48 hours on business days
- Provide a full response or resolution within 7 business days, depending on complexity
2.3 Investigation Process
Our team will examine:
- Order history and product condition
- Shipping and courier information
- Communications and customer-provided evidence
- Compliance with Terms & Conditions and Refund Policy
After review, we will propose the most appropriate resolution.
3. Resolution Options
Depending on the nature of your complaint, solutions may include:
- Replacement of defective or incorrect items
- Refund in accordance with our Return & Refund Policy
- Partial compensation
- Re-delivery of missing items
- Clarification or correction of service-related issues
All resolutions follow EU and Estonian consumer law.
4. Escalation Process
If you are dissatisfied with the initial resolution:
4.1 Internal Escalation
You may request a senior review by emailing:
info@shoreano.comSubject: Escalation Request – [Order Number]
A senior representative will reassess your case and provide a final internal decision within 10 business days.
5. External Dispute Resolution (ADR)
If you are still not satisfied after our internal review, EU customers may escalate the dispute to independent consumer authorities.
5.1 Estonian Consumer Disputes Committee (Tarbijavaidluste Komisjon)
This is a free, impartial dispute resolution body.
Website: https://komisjon.ee/
5.2 EU Online Dispute Resolution (ODR) Platform
Customers within the EU may file complaints using the European Commission’s online portal:
https://ec.europa.eu/consumers/odr/
Our contact email for ODR submissions: info@shoreano.com
6. Fraud, Misuse & Policy Violations
Shorean reserves the right to:
- Reject claims involving misuse or fraudulent intent
- Deny refunds for items showing signs of use or installation (unless defective)
- Limit services to users repeatedly abusing return rights
- Suspend orders or accounts involved in suspicious or fraudulent activity
This ensures fairness and protection for all customers.
7. Governing Law
All disputes, policies, and contractual matters are governed by:
- Estonian law
- Applicable European Union regulations
Any legal proceedings shall be handled by competent courts in Tallinn, Estonia, unless EU consumer laws require otherwise.
8. Updates to This Policy
We may update this Compliance & Dispute Resolution Policy from time to time to reflect:
- Changes in regulations
- Updates to company practices
- Improvements to customer support procedures
The updated version will always be available on this page. Continued use of our website indicates acceptance of the revised policy.
9. Contact Information
For all compliance, dispute-related, or legal questions, please contact:
Ennestrad Service OÜReg: 16941549Address: Harju maakond, Tallinn, Lasnamäe linnaosa, Peterburi tee 53, 11415Email: info@shoreano.com
