Refund Policy

Last updated: 23.10.2025

We value all our visitors and customers, and this Refund and Return Policy (“Policy”) explains how Museum solutions OU, registry code 17318232, registered address Rataskaevu tn 10, 10123 Tallinn, Estonia (“Company”, “we”, “us”, “our”), handles refunds and returns for tickets and goods purchased through our website https://museumofillusions.ee/ (“Site”).
By purchasing tickets or goods on our Website, you agree to this Policy, which forms part of our Terms of Service.
For any refund-related inquiries, please contact:
Phone number: +3725264212
E-mail: info@museumofillusions.ee

1. Tickets and Services

1.1 Right of Withdrawal

According to § 53 (4) p 12 of the Estonian Law of Obligations Act (VÕS), the 14-day right of withdrawal from a distance contract does not apply to:
Leisure activities provided at a specific time or date (such as museum entry tickets, workshops, or scheduled events).

Once a ticket is purchased for a specified date and time, the contract is binding, and no refunds or exchanges are available unless otherwise stated in this Policy.

1.2 Cancellations by the Company

If the Company cancels a scheduled visit, exhibition, or event for reasons beyond your control, you are entitled to:
a full refund of the amount paid, or an exchange for a new date (subject to availability).

Refunds will be processed within 14 days from the date of cancellation notice using the same payment method used for purchase.
1.3 Exceptional Circumstances
If a visitor cannot attend due to extraordinary circumstances (e.g., illness, travel disruption), the Company may, at its sole discretion, offer a rebooking or partial refund upon written request. Such decisions are case-by-case and not an obligation.

2. Goods and Merchandise

This section applies to physical products (e.g., souvenirs) purchased from our online store.

2.1 Right to Withdraw

As a consumer, you have the right to withdraw from a distance contract within 14 days from the day you received the goods, without giving any reason.
To exercise this right, you must notify us in writing (by email) within 14 days and return the goods promptly but no later than 30 days from delivery.
The right of withdrawal does not apply to legal persons (companies or organizations).

2.2 Conditions for Returns

Returned goods must be:
in their original packaging and condition suitable for resale,
unused and undamaged,
accompanied by the receipt or proof of purchase.

If the returned goods do not meet these conditions, we reserve the right to refuse a refund.

2.3 Return Procedure

Our support team will provide instructions and the return address.

Once we receive and inspect the goods, we will notify you of approval or rejection of your refund.

Refunds will be processed via the same payment method within 14 days after we receive and inspect the returned goods.
We may withhold the refund until the goods are received or you provide proof of return shipment, whichever is earlier.

2.4 Return Costs
If the goods are defective or incorrect, we will cover the return shipping costs.

If you withdraw for personal reasons, you are responsible for return shipping costs.

3. Defective or Incorrect Goods

If you receive defective, damaged, or incorrect goods, please contact us within 30 days of receipt at info@museumofillusions.ee.
Please include:
Order number and proof of purchase,
Description of the defect (and photos if possible),
Your preferred solution (refund or replacement).

We will process your complaint according to the Consumer Protection Act and VÕS §§ 218–227.
If a defect is confirmed, you may choose between:
repair or replacement (if possible), or refund of the purchase price.

4. Timeframes

Refunds for cancelled tickets: within 14 days of cancellation.

Refunds for returned goods: within 14 days of receiving the returned item.

Refunds are issued to the same payment method used for purchase.

5. Dispute Resolution

If you are dissatisfied with our handling of your refund or complaint, you may contact:
Consumer Protection and Technical Regulatory Authority (TTJA) – https://ttja.ee

European Online Dispute Resolution (ODR) platform – https://ec.europa.eu/consumers/odr

We always recommend contacting us first to resolve any issue amicably.

6. Amendments

We may update this Policy from time to time to reflect changes in our services or legal requirements. The latest version will always be available on our Website with the “last updated” date at the top.

7. Contact

Museum solutions OU
Rataskaevu tn 10, 10123 Tallinn, Estonia
Registry number 17318232
Phone number: +3725264212
E-mail: info@museumofillusions.ee