The official distributor and online store of the Lamberts brand in the Baltic States is owned by MPharma OÜ (registration code 14229338, Vabriku 3-8, Tallinn 10411, Estonia).
General Terms and Conditions
These General Terms and Conditions apply to the legal relationship that arises when ordering food supplements (hereinafter the “goods” or “food supplements”) through the ordering environment (hereinafter the “E-shop”) available on the MPharma OÜ (hereinafter “MPharma”) websites lambertseesti.ee, lambertslatvija.lv, lamberts.lt, lambertsbaltic.com and lamberts-ru.eu.
In addition to these General Terms and Conditions, the relationship between the Customer and MPharma is governed by the laws in force in the Republic of Estonia, the price list of the E-shop and established good practice.
1. Placing an order
1.1. The Customer does not need to create an account in the MPharma online environment (hereinafter the “Online environment”) to order food supplements.
1.2. The Customer selects the desired product(s), specifies the quantity of each product, chooses a payment and delivery method and confirms the order.
1.3. The price of the goods does not include the delivery fee. The delivery fee depends on the delivery method chosen by the Customer.
1.4. Payment for the order confirmed by the Customer can be made by internet bank link (Estonia, Latvia, Lithuania, Finland), credit card, PayPal, Paysera, Montonio or another payment method indicated in the E-shop.
1.5. The order becomes valid once the amount paid for the ordered goods has been received in MPharma’s bank account. MPharma will notify the Customer of the confirmed order by e-mail.
1.6. MPharma delivers the ordered goods in the manner chosen by the Customer when placing the order:
a) DPD Pickup;
b) Itella SmartPOST parcel machine;
c) Omniva parcel machine;
d) courier;
e) or in another manner indicated in the ordering environment.
1.7. A later change of the destination is only possible if the parcel has not yet left the warehouse, and additional fees apply for the change.
1.8. Once the order has been placed and paid, it is packed and dispatched on the next working day. If the order contains only food supplements available in the Estonian warehouse, DPD, Itella Smartpost, Omniva or a courier will deliver the goods to the parcel machine chosen by the Customer within 1–4 working days in Estonia, 1–5 working days in Latvia and 1–6 working days in Lithuania. In the case of a backorder, the product can be received within up to 2 weeks. When the order arrives at the parcel machine, a notification containing the location of the parcel machine, its opening hours and a personal door code is sent to the Customer’s mobile phone and/or e-mail address. Entering the code on the touch screen of the parcel machine opens the door and the Customer can collect the parcel. Parcels are stored free of charge in a DPD / Itella / Omniva parcel machine for 7 calendar days from the arrival of the notification. After 7 calendar days, the parcel is automatically returned to the Lamberts warehouse, and additional fees apply for a new or repeated dispatch.
1.9. DHL / Omniva / Itella / DPD / Venipak / FedEx or another courier partner of Lamberts will deliver the goods to the address indicated by the Customer within 1–4 working days in Estonia (1–5 working days in Latvia and 1–6 working days in Lithuania), provided that the order contains only food supplements available in the Estonian warehouse. In the case of a backorder, the product can be received within up to 2 weeks. If the courier cannot reach the Customer by phone, a notice is left in the mailbox at the address indicated by the Customer and the Customer can collect the goods from the nearest post office. Parcels are stored at the post office for 7 calendar days from the day of arrival. After that, the order is cancelled.
1.10. All orders to countries not described in clauses 1.8 and 1.9 are delivered worldwide in accordance with the rules and delivery times of the courier service provider.
1.11. Automatic tracking of the parcel in the Lamberts E-shop after placing an order is not available. To track a shipment, please send a request to info@lambertsbaltic.com.
1.12. MPharma assumes that the Customer will receive the goods from the courier at the delivery address. The courier has the right to hand the goods over to another person at the delivery address whom the courier may reasonably consider to be the Customer’s representative (a family member in the case of a natural person, a secretary or receptionist in the case of an institution, etc.).
1.13. The risk of damage to or loss of the goods passes to the Customer upon delivery. This is deemed to be either the handover of the goods to the Customer against signature by the courier or post office, or the delivery of the goods to the destination chosen by the Customer (for example, a parcel machine).
1.14. MPharma is not liable for defects that arise after delivery of the goods in the manner described in clause 1.12, nor for defects arising from improper or incorrect use of the food supplements.
1.14.1. Cold-sensitive products
Certain products (including capsule and oil-based food supplements) are sensitive to low temperatures. In such cases, MPharma recommends choosing an indoor parcel machine or another solution that prevents the product from being exposed to sub-zero temperatures.
If the Customer chooses an outdoor parcel machine or another delivery method that carries a risk of exposure to cold, they do so at their own risk. MPharma is not liable for any damage, changes in quality or other loss resulting from temperature fluctuations caused by the delivery conditions chosen by the Customer.
1.15. Food supplements that are not in the Estonian warehouse at the time of ordering can be ordered by the Customer as a backorder, with a delivery time of up to 2 weeks.
1.16. If an order contains both immediately available food supplements and food supplements that are not in stock at the time of ordering, the goods are delivered to the Customer in one parcel within up to 2 weeks, unless otherwise agreed with the Customer.
1.17. The prices of food supplements include VAT of 24% (the VAT rate applicable in the Republic of Estonia).
1.18. The delivery fee includes VAT of 24% (the VAT rate applicable in the Republic of Estonia).
1.19. If the VAT rate changes, the prices of goods and the delivery fee are adjusted by the change in the VAT rate.
2. Cancelling or changing an order
2.1. If the Customer wishes to cancel, change, exchange or resend an order, a handling fee may apply. A handling fee of EUR 3 is added where MPharma has to carry out additional operations, such as manually changing the order, repacking or resending it. In addition, the fee of the chosen delivery method may apply according to the Customer’s choice.
2.2. To cancel, change, exchange or resend an order, please submit a request by filling in the form: Modification and cancellation of an order. Please include the order number and precise instructions on what you would like changed.
2.3. If the order has already been packed and the confirmation e-mail sent to the Customer, MPharma retains a handling fee of EUR 3 in the event of cancellation.
2.4. After the request has been submitted, MPharma customer service will contact the Customer and give further instructions. In the event of a return, the necessary return code is provided, which can be used to return the parcel at DPD, Omniva or Venipak points. In the case of Itella, the personal door code sent earlier acts as the return code.
3. Creating a customer account / registering in the E-shop
3.1. When becoming an MPharma customer, the Customer may, at their own wish, register as a user of the Lamberts E-shop at lambertseesti.ee / lambertslatvija.lv / lamberts.lt / lambertsbaltic.com / lamberts-ru.eu.
3.2. Registration requires completing all fields of the form so that we can ensure appropriate information about the order and its delivery.
3.3. After registration, MPharma (Lamberts) will send an e-mail to the address specified by the Customer with instructions for activating the account.
3.4. After activating the account, the Customer can log in to the MPharma (Lamberts) online environment with their chosen credentials and place orders for food supplements.
*Food supplements can also be ordered without registering an account.
4. Rights of the Customer
4.1. The Customer has the right to order food supplements in the E-shop at the price and under the terms set by MPharma.
4.2. The food supplements delivered to the Customer must be correct and complete and comply with the terms set by MPharma.
4.3. The Customer has the right to submit claims regarding the order or the food supplements within 14 calendar days of receiving the goods by filling in the relevant form: Modification and cancellation of an order.
4.4. The Customer has the right to withdraw from the order from the moment the order is placed until 14 calendar days after receiving the food supplements.
4.5. Pursuant to the exceptions to the right of withdrawal provided by law, goods with opened packaging, used or damaged goods (including damaged packaging) are not eligible for return, unless the damage occurred during transport and was reported immediately upon receipt of the goods.
4.6. If the Customer withdraws from the contract (i.e. returns the goods), MPharma refunds the amount paid for the goods. Delivery costs (including shipping costs) are not refunded.
4.7. For international orders, shipping costs are not refunded on return and are deducted from the order amount.
4.8. To return goods, the Customer must submit a withdrawal request by filling in the relevant form: Modification and cancellation of an order.
The Customer must provide their name and bank account details for the refund. Cash refunds are not issued.
The Customer undertakes to return the unused and undamaged goods without delay, but no later than 14 calendar days after submitting the withdrawal request.
MPharma refunds the amount paid for the goods (excluding delivery costs) no later than 14 calendar days after receiving the returned goods.
5. Obligations of the Customer
5.1. When placing an order, the Customer must provide the information necessary to fulfil the order: first and last name; exact address (street, house number, apartment number, postal code, city / settlement / village) – except where parcel machine delivery is chosen; contact phone number and e-mail address. Please check the accuracy of the information provided when placing the order to avoid delays and misunderstandings in delivery.
5.2. If the Customer and the recipient of the food supplements are different persons, the Customer must also provide the information set out in clause 5.1 about the recipient where this is necessary for delivery.
5.3. If the information provided by the Customer is incorrect and/or incomplete and does not comply with clause 5.1, MPharma does not guarantee proper fulfilment of the order. Where possible, MPharma will contact the Customer to clarify incorrect or incomplete information.
5.4. By placing an order, the Customer confirms that they agree to the terms set out in these General Terms and Conditions and undertake to comply with them.
5.5. Before using the goods (food supplements), please read the instructions for use / label, the package information leaflet, the usage information on the packaging and the product description and dosage instructions on the E-shop page carefully. If you have further questions about the products, please contact our specialists by e-mail at pharmacist@lambertsbaltic.com.
6. Rights of MPharma (Lamberts)
6.1. If the Customer fails to fulfil the obligations imposed on them by these General Terms and Conditions, MPharma does not guarantee that the order will become valid and/or that the food supplements will be dispatched properly.
6.2. If the Customer fails to fulfil the payment obligation properly, MPharma has the right to disclose the Customer’s data to a payment default register.
7. Obligations of MPharma (Lamberts)
7.1. MPharma undertakes to deliver correct food supplements to the Customer.
7.2. MPharma undertakes to receive and document all claims of the Customer.
7.3. MPharma undertakes to resolve the Customer’s claim within 7 working days where the reasons for the claim do not depend on the Customer. Where the claim is caused by the Customer, the Customer must remedy it immediately.
7.4. MPharma undertakes to replace defective items of food supplements. MPharma is liable only for manufacturing defects and other deficiencies that existed when the food supplements were handed over to the Customer.
7.5. MPharma is not liable for damage caused to the Customer where delivery is delayed due to circumstances beyond MPharma’s control that could not have been foreseen, including delays caused by possible technical failures in the E-shop (force majeure).
8. Other conditions
8.1. The images shown with the goods in the E-shop are illustrative. The Customer has no right to return the goods merely because the packaging photo shown in the E-shop does not exactly match the packaging of the goods delivered, provided that the goods otherwise correspond to the order and match the information shown with the goods as to name, quantity and characteristics.
8.2. The availability of goods in the E-shop may change without prior notice. If the Customer has paid for the goods and MPharma is unable to deliver them because they are out of stock, MPharma has the right to cancel the sale and refund the Customer to their bank account within 14 calendar days.
8.3. Disputes arising between the Customer and MPharma OÜ in connection with ordering and purchasing goods are resolved through negotiation. If the negotiations do not produce the desired result, or if you do not agree with the solution offered by MPharma and consider that your rights have been infringed, you have the right to submit a complaint to the Consumer Disputes Committee of the Estonian Consumer Protection and Technical Regulatory Authority or to a court. Information on submitting complaints and on out-of-court dispute resolution is available on the website of the Consumer Protection and Technical Regulatory Authority.
8.4. The Consumer Disputes Committee operates at the Consumer Protection and Technical Regulatory Authority and resolves disputes between consumers and traders out of court. The authority is located at Endla 10A, 10122 Tallinn, Estonia, phone +372 667 2000. The rules of procedure of the Committee are available on the website of the Consumer Protection and Technical Regulatory Authority. Consumers residing in another country may also turn to the consumer protection authority of their own country of residence.
8.5. All product descriptions, photographs and other data published on the MPharma (Lamberts) websites (lambertseesti.ee / lambertslatvija.lv / lamberts.lt / lambertsbaltic.com / lamberts-ru.eu) are protected by copyright, and copying them or otherwise using them without the consent of MPharma OÜ is strictly prohibited.
If you have any questions, call our customer service on +372 5650 6025 or write to info@lambertsbaltic.com (international – English) or info@lambertseesti.ee (Estonian).