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“My Rimi” Loyalty program Terms and Conditions
In force since 01.11.2018.
Version: 6 Last update: 31.03.2022.
Content
1. Definitions
2. General provisions
3. Benefits of the program
4. Participation in the program
5. Rights and obligations of the parties
6. Final provisions
E-commerce annex
1. Definitions
1.1. RIMI – AS Rimi Eesti, registration No. 10263574, legal address: Põrguvälja tee 3, Pildiküla, Rae Parish, 75301, Harju County, Estonia; SIA Rimi Latvia, registration number 40003053029, address: A. Deglava iela 161, Riga, LV-1021, Latvia; UAB RIMI LIETUVA, registration No. 123715317, legal address: Spaudos g. 6-1, LT05132 Vilnius, Lithuania.
1.2. RIMI ONLINE – an online marketplace www.rimi.lv, www.rimi.ee, www.rimi.lt, that the customer uses for placing orders.
1.3. Program – “My Rimi” loyalty program that RIMI offers to its customers.
1.4. Terms and Conditions – this document. The Terms and Conditions lay down the rights, the obligations and other provisions related to the Program.
1.5. Participant – RIMI customer that has taken part in the Program as per “My Rimi” loyalty program Terms and Conditions.
1.6. Card – physical or virtual “My Rimi” card issued to Participants that enables participation in the Program and use of advantages and services offered by the Program.
1.7. Program website – Internet site of RIMI that is dedicated to the Program and is located under internet address: Estonia: https://www.rimi.ee/sinu-rimi/miks-liituda-sinu-rimi-programmiga; Latvia: www.rimi.lv/mans-rimi/mans-rimi-kartes-prieksrocibas; Lithuania: https://www.rimi.lt/mano-rimi/mano-rimi-lojalumo-programa.
1.8. Rimi account – Participant’s personal account in the Program’s website.
1.9. Terminal – an electronic device that is available in most RIMI stores and is most often positioned next to the entrance gates.
1.10. Mobile application – free-of-charge mobile application that is designed to provide more convenient and easier shopping experience. Application is available on application distribution platforms like App Store and Google play store.
1.11. Partner – business partner of RIMI who collaborates with RIMI in the scope of the Program and offers various benefits to Participants.
1.12. Privacy Policy – Information regarding the processing of Participant’s personal data. Privacy policy is available in the Program website and Terminal.
1.13. E-commerce annex – additional annex to Terms and Conditions that lay out detailed terms of rendering online marketplace services to the Participant and stipulates additional obligations of the parties.
2. General provisions
2.1. These Terms and Conditions constitute a contract between RIMI and Participant on personalized offers, incl., personalized suggestions, and other benefits and services, that RIMI obliges to provide the Participant with and the Participant is entitled to receive under these Terms and Conditions.
2.2. These Terms and Conditions constitute a contract that is separate from other transactions that may be concluded between RIMI and Participant, including but not limited to transactions of Participant’s purchase of goods from RIMI.
2.3. These Terms and Conditions lay down the main rights and obligations of the parties, as well as other relevant provisions. By entering the Program, RIMI customer enters into an agreement with RIMI on the following Terms and Conditions. RIMI customer is introduced to the Terms and Conditions prior to entering the Program and has a free choice to accept or refuse them before becoming a Participant.
2.4. Although there are a number of benefits that are provided to the Participant under these Terms and Conditions, the principal benefit is “Personalized offers and personalized suggestions”. Therefore, the rationale, substance and fundamental objective of these Terms and Conditions is, in essence, provision of personalized offers and personalized suggestions by RIMI to Participant based on aspects relating to Participant. Some parts of Terms and Conditions might apply only if Participant chooses to use particular service, for example, to order goods from RIMI ONLINE.
2.5. To perform these Terms and Conditions it is necessary for RIMI to profile Participant, i.e., to process, on an automated basis, Participant’s personal data and use it to evaluate certain personal aspects relating to Participant, as set forth further in these Terms and Conditions and the Privacy Policy.
2.6. RIMI has a right to change the Terms and Conditions or to terminate the Program altogether or part of it. RIMI will announce a change or termination of the Program by means of notices in the Program website, and (or) in the Terminal, and (or) in the RIMI stores, and (or) in Mobile application and (or) by e-mail to every Participant and ask for Participant’s to get acquainted with the changes. In case only E-commerce annex is changed, RIMI will inform only those Participants who have used RIMI ONLINE and thus are directly subject to terms of E-commerce annex.
2.7. Privacy Policy will constitute an integral part of these Terms and Conditions and will be presented to RIMI customer prior to entering the Program. Participant’s data will be processed to ensure the fulfilment of these Terms and Conditions. By entering the Program, Participant acknowledges that he/ she has familiarized himself/ herself with the Privacy Policy.
2.8. RIMI hereby informs Participant that some definitions used in these Terms and Conditions might differ from definition explained in E-commerce annex even if defined identically. For purposes of E-commerce annex and these Terms and Conditions any contradiction should be interpreted in context of specific section of these Terms and Conditions the defined term is used.
3. Benefits of the Program
RIMI provides the following benefits to Participants of the Program:
3.1. Personalized offers and personalized suggestions
a) What it is
The benefit of personalized offers and personalized suggestions is the principal benefit of the Program.
Personalized offers and personalized suggestions are individualized offers available to a Participant based on his/her provided data and data that RIMI deducts from Participant’s behaviour (e.g., shopping history, places where Card is used etc.).
Within Personalized offers Participant is offered a discount to a specific product or product group sold in RIMI stores. Within Personalized suggestions Participant is reminded and offered to take advantage of other to Participant available Program benefits.
b) How it works
Frequency of personalized offers and personalized suggestions is decided by RIMI and might change from time to time. For example, personalized offers might change every Tuesday and be valid until next Monday.
Participant can see current personalized offers and personalized suggestions in the Rimi account.
Upon Participant’s choice Participant may receive information about personalized offers and personalized suggestions via e-mail. In such case Participant must express the desire to receive offers via e-email in the Rimi account (in the section “Keep in touch with Rimi”).
To make use of the personalized offers, Participant must activate personalized offers every week in one of the following ways:
i. swipe the Card in Terminal in one of the RIMI stores,
ii. log into Mobile application,
iii. open personal offers in e-mail,
iv. log into Rimi account or Rimi online store.
3.2. “My Rimi” money
a) What it is
“My Rimi” money is a discount that Participant accumulates on his/her Card upon making purchases, if the Participant has used the Card in the respective purchase by swiping the Card at the checkout.
b) How can the Participant accumulate “My Rimi” money
For every purchase Participant acquires “My Rimi” money units, the number of which is equal to 1% of the purchase sum. The value of one unit of “My Rimi” money is equal to EUR 0.01 (one euro cent).
“My Rimi” money may only be acquired if the total value of items bought in a single purchase is not less than EUR 0.50 (fifty euro cents). If the value of the purchase is less, then the Participant may not receive “My Rimi” money for the respective purchase.
Participant may also acquire “My Rimi” money by purchasing products/services from Partners, provided, that Participant has presented his/her Card to the Partner’s representatives at the time of the purchase or entered Card number in the designated place at the time of the purchase at the Partner. The amount of “My Rimi” money to be acquired this way is specified in the Rimi account, Terminal and other channels (in the description of the relevant Partner’s offer).
Participant may not receive “My Rimi” money if he/she did not register valid Card upon making a purchase.
Participant may not receive “My Rimi” money from purchasing RIMI gift cards, alcoholic beverages, tobacco products (in Lithuania you also cannot earn “My Rimi” money from medical products, infant formulas, baby tea, loyalty (sticker) campaign goods and shopping bags) or purchasing third-party services (for example, tickets, pre-paid cards, lottery tickets) available at RIMI stores.
The Participant may receive information on the amount of accumulated “My Rimi” money on the purchase receipt, on the screen of self-service checkout upon checkout and in the Rimi account.
c) How can the Participant use “My Rimi” money
Participant may use “My Rimi” money to pay for purchases in RIMI stores. “My Rimi” money can be used to cover the value of the purchase equal to the value of “My Rimi” money on the Card, subject to limitations described below.
Regardless of the amount of “My Rimi” money that the Participant has on his/her Card, the Participant may cover no more than 99% of the purchase sum. To use “My Rimi” money, the Participant must notify the RIMI store cashier before the payment or by choosing this option on the self-service checkout upon making the payment.
Participant can use “My Rimi” money for charitable purposes by donating it in the Rimi account to charities that are listed therein. The donations are being transferred from the Participant’s account last day of each month at 23:59 in the amount previously chosen by the Participant. The Participant can amend the settings and amount being donated at any time before the donation is transferred from the account.
Participant may not use “My Rimi” money for purchasing RIMI gift cards, alcoholic beverages (except in Estonia), tobacco products (except in Estonia) or purchasing third-party services (for example, tickets, pre-paid cards, lottery tickets) available at RIMI stores (in Lithuania you also cannot use “My Rimi” money for purchasing medical products, infant formulas, baby tea, loyalty (sticker) campaign goods and shopping bags).
“My Rimi” money is valid for 1 (one) year as of the date it is received on the Card. “My Rimi” money, that has been received first, will be the first to be spent when using “My Rimi” money as a means of payment.
d) “My Rimi” money accumulated in other countries
Participant can use the Card not only in the country, where it was issued, but in other Baltic countries as well and accumulate “My Rimi” money during purchases made in these countries. However, “My Rimi” money can only be used in the country where it was accumulated, e.g. “My Rimi” money, received for purchases made in Lithuania, may only be used in Lithuania.
3.3. “My Rimi” Household
a) Definition
Participant may create a group of other Participants in the Rimi account, provided that these Participants have agreed to be members of the group (“My Rimi” Household).
b) How it works
Members of “My Rimi” Household may jointly take advantage of the benefits offered by the Program. This means that members of “My Rimi” Household jointly accumulate “My Rimi” money, digital stickers and use personalized offers. Each member of “My Rimi” Household can use all “My Rimi” money or digital stickers accumulated by the respective “My Rimi” Household.
When new Participant joins the “My Rimi” Household Participant merges Participant’s accumulated “My Rimi” money and collected digital stickers with other “My Rimi” Household members.
“My Rimi” Household should contain no more than 5 (five) members (including the administrator). A Participant may only be member of one “My Rimi” Household.
c) Creating “My Rimi” Household
“My Rimi” Household can be created by following steps described in the Program website or Rimi account. The Participant who created the “My Rimi” Household is considered as being administrator of the respective “My Rimi” Household. Only administrator may invite other Participants to join the respective “My Rimi” Household. It is the responsibility of administrator to ensure that each member of the “My Rimi” Household has consented to being a member before the administrator approves the membership of this person.
d) Dissolving “My Rimi” Household
Only administrator may terminate the membership of the existing “My Rimi” Household members. If member wishes to leave the “My Rimi” Household, member should ask the administrator to remove him/ her from respective household or contact Customer Service Center.
In case “My Rimi” Household dissolves, the accumulated “My Rimi” money is equally divided between the members of “My Rimi” Household.
3.4. Birthday and name day offers
a) Definition
Participant is granted a special discount at RIMI stores for his/her birthday and name day. Name day special discount are applicable only for Participants registered from Latvia.
b) How it works
Participant may purchase certain items at a discount on his/her birthday and name day for a certain period before and after the birthday/name day.
The list of products subject to this discount, the amount of discount and the period of days for which the discount applies is available on the Program website and may change from time to time.
3.5. Offers by Partners
Within the framework of the cooperation between the Partner and RIMI, Partners may provide special offers to Participants. The list of Partners may change from time to time. Information on Partner’s and their offers is available on the Rimi account, Terminal, Mobile application and other channels.
3.6. Special games and lotteries
Specifically, for Participants RIMI organizes different games and lotteries from time to time. Information on any current games and lotteries is available on RIMI website.
3.7. Review of the Card usage statistics
In the Rimi account Participant can see information about the Card usage. Participant can see up to 1 (one) year old history by date and time - how much money spent in RIMI and its Partners (for Partners - only for transactions where Rimi card or card number was provided), name of the store and location, where the Card is used for transactions, amount of accrued and spent “My Rimi” money.
3.8. Digital stickers
a) Definition
Digital sticker is an electronic sticker that is allocated to the Participant upon purchase in RIMI stores within specific campaign period, if Participant has used the Card in the respective purchase.
b) How it works
From time to time, RIMI organizes campaigns whereby the Participants using Card can obtain a digital sticker, provided that the terms of the specified campaign are met. The stickers are virtualized to the Participant on Participant’s Card based on the final receipt amount after all discounts have been applied. As soon as a certain number of stickers have been accumulated, the Participant is granted the right to purchase a certain special campaign item at a discount.
For example, if the campaign rules stipulate that Participant is entitled to one sticker for purchases equal to or greater than EUR 5, then the Participant is given two stickers when making a purchase for EUR 10.
The Participant can see the accumulated number of digital stickers in Rimi account.
Information about such campaigns and their terms and conditions, as well as merchandise that can be purchased at a discount by collecting the number of digital stickers required, the amount of the discount and other information are available at RIMI stores, the Mobile Application and RIMI website (Estonia: https://www.rimi.ee/sinu-rimi/miks-liituda-sinu-rimi-programmiga; Latvia: www.rimi.lv/mans-rimi/mans-rimi-kartes-prieksrocibas ;Lithuania: https://www.rimi.lt/lipduku-akcija ).
3.9. Being informed
Participant may express desire to receive information about offers, campaigns, lotteries, personalized offers, personalized suggestions, shop opening promotions and other relevant information from RIMI via different channels (e.g., sms, email, push notification etc.). Participant can indicate desire upon Card registration or later in Rimi account.
If the Participant no longer wishes to receive notifications and offers, the Participant may change notification settings in the Rimi account by opening Rimi account settings and clicking on type of notifications Participant wants to edit. Rimi account settings can be accessed through the following link:
https://login.onrimi.net/SSO_WEB/RimiSSO/Profile/index . Additionally, Participant also can provide a written request to RIMI or to our Data protection officer to email: RimiDPO@rimibaltic.com .
3.10. Self-scanning solution
Participant has possibility to use Self scanning solution while shopping in RIMI stores – i.e., use hand-held scanner or Mobile application to scan and pack items at the same time, and pay for items at checkout without unpacking them. Use of Self scanning solution is subject to separate terms and conditions that are presented to the Participant before the first use of hand-held scanner.
3.11. Online marketplace
Participant from age 14 has possibility to use RIMI ONLINE with Participant’s Rimi account. When using RIMI ONLINE additional E-commerce annex of these Terms and Conditions apply. Use of RIMI ONLINE also means that additional personal data is processed for purposes of rendering online marketplace services for detailed purposes mentioned in Privacy Policy. If Participant chooses not to use RIMI ONLINE services and simply be part of Program and use other benefits, personal data for RIMI ONLINE purposes will not be processed.
3.12. Digital receipts
Participants can use digital receipt option by consenting to get digital receipts in Rimi account. Participant will have option to see digital receipt in Rimi account, receive them to e-mail or refuse from this functionality later. Consenting to this functionality means paper receipt will not be printed in store. Digital receipt will be available for 2 years in Rimi account.
3.13. Other benefits
Participant can use other Program benefits, which are available from time to time. Information about additional benefits is available in RIMI stores, and (or) Program website, and (or) Terminal, and (or) Mobile application, and (or) newsletters.
3.14. Country specific offers
Participants may enjoy and use number of other benefits and offers that are country specific and can be used only in particular country in which the Participant carried out the registration. Country specific benefits can be viewed here:
In Estonia: https://www.rimi.ee/sinu-rimi/miks-liituda-sinu-rimi-programmiga ,
In Latvia: https://www.rimi.lv/mans-rimi/mans-rimi-kartes-prieksrocibas ,
In Lithuania: https://www.rimi.lt/mano-rimi/mano-rimi-lojalumo-programa .
4. Participation in the program
4.1. Registration
Only natural persons who are at least 14 years old can participate in the Program.
To take part in the Program RIMI customer must first purchase the Card at any RIMI store. The price of the Card may change from time to time. Alternatively, RIMI customer can register virtual card through Program website or Mobile application free of charge by creating Rimi account, in which case, Participant’s Card will be available at Rimi, and Participant can use the Card by using Mobile application.
After purchasing the Card, the Participant must register it to use all the benefits described in these Terms and Conditions.
Card can be registered at Terminal and the Program website. Upon Card registration Participant creates his/her Rimi account. If a Participant has any questions regarding the Card registration, Participant can ask RIMI employees working in RIMI stores or contact Customer Service Centre.
Card registration is completed by filling out all mandatory fields in the registration form, which are marked with star (“*”). Information must be correct. If Participant does not fill out the mandatory fields, then the Card will not be registered. If Participant does not fill out the optional fields, Card can still be registered.
Participant will be informed about successful registration of the Card by a special notification at the end of registration process. Upon registration Participant will receive an email which will contain a link for email verification that Participant should use to validate email address. Registration cannot be completed without verifying email used for the Rimi account. If Card is registered at Terminal, alternatively phone number verification is offered instead of email. If Participant selects phone number verification method instead of e-mail at Terminal, then e-mail address and its verification will still be requested if and when Participant attempts to access his/her Rimi account.
All relevant information regarding processing of Participant’s personal data in the Card registration process and within participation in the Program can be found in the Privacy Policy.
Only after successfully registering the Card in accordance with the process described above the Participant will be able to fully use all the benefits of the Program, which are described in these Terms and Conditions.
If Participant uses an unregistered Card, it may still accumulate “My Rimi” money as specified in Section 3.2. (b) above. However, Participant will not be able to use it and use all the other benefits described in these Terms and Conditions.
Participant can only have one active Card.
4.2. Change of data provided upon registration
Participant may autonomously change the data provided during the Card registration process. It can be done via Terminal, the Rimi account, Mobile application and by contacting Customer Service Centre.
Participant may not change the name, date of birth and gender without involving Customer Service Centre. To change such data Participant must contact Customer Service Centre.
4.3. Terminal
Terminal can be used by all Participants to register or replace the Card, check available personalized offers, personalized suggestions, offers by Partners and other benefits, amount of accrued “My Rimi” money, monthly discounts, number of digital stickers, donate “My Rimi” money, etc.
Participants may use Terminal by swiping Card or scanning the QR code with their mobile phone, if phone has Mobile application.
Participant may access additional information (e.g., correct profile data) on the Terminal by passing security check (e.g. entering birth date).
Participant may also receive RIMI coupons and discounts through Terminal. These offers may change from time to time. Descriptions of offers and instruction on how to use them may be accessed through the Terminal.
4.4. Rimi account
Upon Card registration Participant creates his/her Rimi account that together or separately with registered Card is valid for use in Latvia, Estonia and Lithuania. Rimi account can be used by all Participants to access information on the personalized offers, personalized suggestions and other benefits, number of digital stickers, balance of “My Rimi” money, use RIMI ONLINE etc., as well as to update profile information and make changes to preferences as necessary.
Rimi account can be accessed via Program website, Terminal and Mobile application.
Participant can use Rimi account to log-in with Rimi account credentials at RIMI ONLINE and by providing additional needed information if applicable.
4.5. Mobile application
Participant may access the Program offered functionality and benefits in the Mobile application if Participant has Rimi account.
Mobile application is designed to make everyday a little easier, by offering better user experience in RIMI stores as well as providing inspiration and making shopping planning easier.
Mobile application lets Participant to check relevant offers and discounts, find information about Rimi stores, recipes, as well as edit Rimi account personal information, communication preferences etc.
Mobile application will evolve further. Development will be an ongoing process. Therefore, user experience will be improved and new features will be developed while the least popular features might be removed.
4.6. Customer Service Centre
RIMI operates a Customer Service Centre which the Participant may contact by:
1. calling Customer Service Centre number,
2. writing an e-mail to official e-mail address,
3. contact RIMI by post,
4. contacting RIMI on social media or other platforms,
5. by feedback in Mobile application or other platforms.
Participant can contact Customer Service Centre on any issues related to RIMI. For example, Customer Service Centre can help to register or replace the Card, solve issues with personal offers etc. If Participant wishes to contact RIMI, then please contact RIMI company in Participant’s respective country.
Full list of contact information for all countries:
Rimi Eesti Food AS:
Phone number: +372 6 056 333
E-mail: klienditugi@rimibaltic.com
Address: Põrguvälja tee 3, Pildiküla, Rae Parish, 75301, Harju County, Estonia.
SIA Rimi Latvia:
Phone number: + 371 80000180
E-mail: info.lv@rimibaltic.com
Address: A. Deglava iela 161, Riga, LV-1021, Latvia.
UAB Rimi Lietuva:
Phone number: 8 800 29 000
E-mail: info.lt@rimibaltic.com
Address: Spaudos g. 6-1, LT05132 Vilnius, Lithuania.
4.7. Loss or damage of the Card
If Participant has lost the Card, Participant should immediately contact the Customer Service Centre.
Upon notification the lost Card will be temporarily blocked without undue delay.
To do this, Customer Service Centre employees will verify Participant’s identity against the available Participant’s data.
After the Card has been temporary blocked, the Participant will need to purchase a new Card and replace the old Card as described in Section 4.8. As a result of the replacement, all information, benefits and all “My Rimi” money associated with the old Card will be transferred to the new one.
If the Participant fails to notify Customer Service Centre about the loss of the Card, RIMI shall not bear any responsibility regarding the use of it, incl. use of accumulated “My Rimi” money, until the moment the Participant informs RIMI about the loss.
If the Card has been damaged or the Participant merely wants to replace the old Card with a new one, then Participant must undergo a Card replacement procedure as per Section 4.8. In the case the Card has visible signs of wear-and-tear and no external damages are detectable the Participant can acquire new Card free of charge.
Temporary blocking of the Card means that the Cards use under the Program is suspended until further action is taken. In this case, Participant can transfer the benefits or data associated with the temporarily blocked Card to a new Card.
4.8. Replacement of the Card
Participant can replace the Card with a new one if Participant wishes so. In this case the Participant must buy a new Card and should register the Card to make use of all the benefits described above, or create a virtual account through Program website.
After providing all the necessary information under the registration process, the Program will identify the Participant as an existing user, and the Participant will be asked if Participant wants to replace existing Card. Participant must provide the same information that Participant provided within previous Card registration process.
After Participant’s confirmation, an SMS with the code will be sent to the Participant’s mobile phone and the Participant will be asked to enter the code in the registration process. The verification code is valid for 48 hours. If the Participant does not enter the received verification code within 48 hours, the Participant must start registration process all over again.
After the code is correctly entered Participant’s Card will be replaced and all information associated with the old Card will be changed to Participant’s new Card.
After Card replacement old Card cannot be renewed.
4.9. Termination of participation in the Program
Participant can terminate participation in the Program by either:
1. writing a free-form request or calling to the Customer Service Centre. Once Customer Service Centre verifies Participant’s identity, Participant’s card will be permanently blocked, and all data associated with the Participant will be deleted or de-identified.
2. by not using the Card within purchases for 1 (one) consecutive calendar year. In this case Card will be automatically blocked and all data associated with the Participant will be deleted or de-identified after all accrued “My Rimi” money and digital stickers on the Card has expired.
Blocked Card must be destroyed by Participant.
Permanent blocking of a Card means that all benefits and data associated with the Participant will be de-identified or deleted from the Program irrevocably and may not be accessed anymore.
5. Rights and obligations of the parties
In addition to rights and obligations of the parties that are stipulated elsewhere in these Terms and Conditions, the Parties shall also have the following rights and obligations:
5.1. RIMI:
i. will ensure the Program functionality as described in these Terms and Conditions,
ii. will provide benefits to the Participants, as per these Terms and Conditions,
iii. has a right to change the Terms and Conditions unilaterally,
iv. will comply with all applicable laws and regulations when carrying out its tasks as per these Terms and Conditions,
v. has the right to exclude the Participant from Program if the Participant violates these Terms and Conditions.
5.2. Participant:
i. will provide only correct and accurate data and will immediately update the information if it changes or correct any inaccuracies,
ii. will not allow other persons to use the Card and/ or Rimi account,
iii. in its use of any and all channels, objects and rights offered by these Terms and Conditions will comply with requirements of law and will not infringe upon rights of other individuals and entities,
iv. will preserve the Card and safeguard it against exposure to high temperature, electromagnetic impact or mechanic damage. The Card must be kept safe, apart from a mobile phone device, keys, lighters and similar objects,
v. will contact the Customer Service Centre immediately if the Participant has lost the Card,
vi. will destroy the blocked Card after terminating participation in the Program,
vii. if Participant is an administrator of “My Rimi” Household, Participant will ensure that each member of the “My Rimi” Household has consented to being a member of that household,
viii. will always act in good faith,
ix. will not abuse any of the benefits offered under the Program.
6. Final provisions
These Terms and Conditions shall be governed by and construed in accordance with the national laws of the country from where the services are rendered to Participant.
All disputes relating to these Terms and Conditions or the Program shall be solved by way of negotiations. Failing to reach an agreement the disputes shall be resolved in the court to the procedure established in the legislation of the jurisdiction in which the respective RIMI company involved in dispute is established.
If any provision of these Terms and Conditions is found by a court or other competent institution to be partially or wholly invalid or unenforceable, other parts of these Terms and Conditions remain enforceable and binding.
E-commerce annex
1. Definitions
1.1. RIMI – AS Rimi Eesti, registration No. 10263574, legal address: Põrguvälja tee 3, Pildiküla, Rae Parish, 75301, Harju County, Estonia; SIA Rimi Latvia, registration number 40003053029, address: A. Deglava iela 161, Riga, LV-1021, Latvia; UAB RIMI LIETUVA, registration No. 123715317, legal address: Spaudos g. 6-1, LT05132 Vilnius, Lithuania.
1.2. RIMI ONLINE – an online marketplace www.rimi.lv, www.rimi.ee, www.rimi.lt, that the customer uses for placing orders.
1.3. Program – “My Rimi” loyalty program that RIMI offers to its customers.
1.4. Participant – RIMI customer that has taken part in the Program as per “My Rimi” loyalty program Terms and Conditions.
1.5. Customer
1.5.1. Participant or other natural person that orders goods from RIMI; is at least 14 years of age, and has legal capacity in order to enter into contractual relations with RIMI,
1.5.2. Legal entity that orders goods from RIMI.
1.6. Rimi account – Participant’s personal account in the Program’s website.
1.7. Program website – Internet site of RIMI that is dedicated to the Program and is located under internet address: www.rimi.lv/mans-rimi/mans-rimi-kartes-prieksrocibas.
1.8. Delivery – the delivery of goods ordered by the Customer to the address within the delivery area and specified in the Customer’s order.
1.9. Click & Collect – the process of creating an order at RIMI ONLINE and receiving it at the shop or a centralised pick-up point that is specified in order details and/or this E-commerce annex.
1.10. Delivery area — the territorial area defined by RIMI within which RIMI can deliver goods based on the address provided by the Customer. The latest territorial area can be found here: Estonia: https://www.rimi.ee/epood/ee/tarneviisid; Latvia: https://www.rimi.lv/e-veikals/lv/pirkumu-pieg%C4%81des-un-sa%C5%86em%C5%A1anas-veidi; Lithuania: https://www.rimi.lt/e-parduotuve/lt/pristatymo-budai.
1.11. E-commerce annex – integral part of “My Rimi” Loyalty program Terms and Conditions and distance contract between RIMI and Customer and/or Participant that can be applied to RIMI ONLINE with or without Rimi account.
2. General provisions
2.1. This E-commerce annex is an integral part of the distance contract that the parties conclude based on the Customer’s order from RIMI ONLINE. The obligations included in this E-commerce annex are mandatory. Violation of the E-commerce annex may be regarded as grounds for termination of the distance contract. The contract is valid for an unlimited period.
2.2. By placing an order, the Participant confirms that Participant has read, understood and agrees to the E-commerce annex. The customer is not allowed to place orders at RIMI ONLINE if the customer has not read and agreed to the E-commerce annex.
2.3. All associated rights to RIMI ONLINE are owned by RIMI which offers and sells goods to Customers during its economic activity in accordance with this E-commerce annex.
2.4. E-commerce annex applies to different types of Customers as well as to Participants as defined in “My Rimi” Loyalty program Terms and Conditions.
3. Registration
3.1. The Customer can use RIMI ONLINE services and place order as:
3.1.1. A registered Customer:
i. by using existing Rimi account or by creating Rimi account. Upon creating Rimi account Customer will become Participant and will get all the benefits arising from the Program,
3.1.2. A guest:
i. by providing necessary personal data to complete the order, without creating Rimi account.
3.1.3. A registered legal entity account user:
i. by creating Business account. Legal entity account users are not eligible for customer loyalty card offering.
3.2. The Customer is responsible for providing true and accurate information. After registration, the Customer takes full responsibility not to disclose the Rimi account password to third parties. The Customer is fully responsible for all actions made using the Rimi account, unless it is proved that another person has used the Rimi account not because of the fault of the Customer or it happened due to the fault of Rimi. If the Rimi account is used by another person, RIMI will consider that it is used by the Customer. If the Customer loses login data for the Rimi account, the Customer must inform RIMI regarding the loss of login data by calling or e-mailing at the phone No. or e-mail address available at RIMI ONLINE.
3.3. 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 selected not to receive notifications and offers since these notifications are necessary to fulfil orders and to notify the Customer regarding order status.
4. Price, Payments and delivery costs
4.1. Prices of goods at RIMI ONLINE are in EUR. All prices shown include any type of value added or other taxes. The goods are sold at prices that are valid at the time of placing the order. The total Delivery price can include fees. Bank fees may apply depending on the bank used by the Customer.
4.2. If the total order price is 49.98 EUR in Latvia, 50.98 EUR in Estonia and 49.99 EUR in Lithuania or less, in addition to the order price, the Customer will have to pay a delivery charge for home delivery services up to 4.99 EUR depending on the selected delivery time. Delivery charge does not apply if the total order price is over 49.98 EUR in Latvia, 50.98 EUR in Estonia and 49.99 EUR in Lithuania.
4.3. Registered Customers (not available to GUEST users) can purchase service “Free Delivery subscription” that for a certain fixed fee enables Customer to get free delivery to all order above 20 EUR for a fixed term (including day of the subscription purchase). “Free Delivery subscription” can be added to the basket on RIMI ONLINE checkout section. This fee cannot be returned if Customer has received at least 1 free delivery with the value of the purchase 49.98 EUR in Latvia, 50.98 EUR in Estonia and 49.99 EUR in Lithuania, or less within the month of active subscription. The “Free Delivery subscription” is refundable for all following months which have not had at least 1 free delivery with the value of the purchase 49.98 EUR in Latvia, 50.98 EUR in Estonia and 49.99 EUR in Lithuania. or less. Expiration date of the subscription depends on Customer’s chosen length of subscription and can be viewed in Customer’s profile.
4.4. The minimum value for home delivery and Click & Collect orders is 20.00 EUR.
4.5. Customer will be able to add products to Customer’s order until Rimi will start order processing. Such additions to orders legally are considered as different transaction (order) with the same delivery as initial order to which additions are made. If order addition’s will be allowed Customer will have button “add to order” active for the order. If Customer starts to add items to order they are counted as “ordered” only when Customer completes payment for “order amendments”. Customer will have limited time to add items to order once he has started amendments. Remaining time will be visible in a specific timer.
Once order amendments are completed Customer will receive order confirmation listing items added to the order.
4.6. RIMI ONLINE reserves the right to restrict maximum count of items per order.
4.7. Purchase of Alcoholic beverages will be only possible after the Customer has confirmed identity and age with qualified electronic authentication method (applicable only for purchases made in Latvia).
4.8. Coupons applied for original order will be applicable for additions if promotion is active. Adding discount or coupon only for amended cart is not possible. After delivery RIMI will send to the Customer electronic source document – electronically prepared invoice. Electronic source document – invoice is valid without signature. In Latvia only for legal entity Customers the order confirmation will be sent together with electronic source document – electronically prepared Advance invoice. Electronic source document – advance invoice is valid without signature.
4.9. It is not possible to create orders that are below the minimum order value of 20.00 EUR. The Customer can only pay for the order using the payment methods available in the RIMI ONLINE payment method menu. Payment must be made before the goods are received.
4.10. RIMI does its best to ensure that the amount of goods sold by weight matches the Customer’s order; however, taking into account the natural size and weight differences.
4.11. RIMI does not guarantee that the collected amount of goods will match the amount specified in the order; some deviations in weight are expected.
4.12. RIMI assumes no responsibility for ensuring the weight of ordered goods. The price for the goods sold by weight will be calculated using the weight specified by the Customer. RIMI guarantees that the Customer will not be charged additionally if the actual weight of goods will exceed the weight specified in the order. If the weight of delivered goods is lower than the weight specified in the order, the difference between the delivered and ordered amount will be reimbursed via the payment method that was used when placing the order. Reimbursements will be processed immediately, but it can take several business days for them to be displayed in Customer’s account.
4.13. The packaging fee depends on basket size (except for Estonia where it is fixed fee). Please see “packaging” fee at the checkout. Packaging fee is not considered when calculating free delivery threshold and minimal basket (except for Estonia).
4.14. The packaging price consists of picking (except Latvia and Lithuania) and packaging (bags) for the whole order* (can include lightweight plastic bag costs)**, additional plastic bag costs*** and single-use plastic container costs.****
* Paper bags are used when picking-up products for Customer’s order; lightweight plastic bags are used for frozen products.
** A fee is applied for lightweight plastic bags that are necessary for pre-packed/unpacked food products (except very lightweight plastic bags with a thickness of no more than 15 microns, and that are necessary for hygiene purposes for the primary packaging of food products).
*** Additional plastic bags are used if the product is of non-standard size and additional packaging material is necessary in order to prevent the potential contact of food products with nearby products.
**** An additional fee is applied for single use plastic containers for unpacked food products.
5. Picking up products for Customer’s order and delivery
5.1. RIMI does its best to ensure that every order is fully fulfilled; however, due to the unavailability of some products, RIMI does not guarantee that the delivered order will contain exactly the same products that were ordered online.
5.2. It is possible that it will be necessary to replace the products that were ordered. The Customer, when placing the order, can oppose whether to replace the ordered product (if the specific product is not available) with another product. If the Customer has selected not to replace the unavailable products, the order will only include the available products. If the Customer allows for product replacement, RIMI will do its best to find products that (according to RIMI) will be the best alternative. However, RIMI cannot guarantee that the selected alternative will certainly meet the Customer’s expectations.
5.3. The Customer, before picking-up the order or before delivery, will be informed regarding the products Customer will receive and their replacement (if such option was selected). The Customer 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. The price for alternative products is calculated in accordance with the price of products that the Customer originally selected. If the price of delivered alternative products is higher than the price of originally selected products, RIMI guarantees that the Customer will not be charged additionally. If the price of delivered alternative products is lower than the price of originally selected products, the Customer will be refunded the price difference between the alternative and originally selected products via the payment method that was 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 Rimi account.
5.4. 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 or location provided by customers. If requested, the courier will bring the order inside. Courier will bring it to a specific floor of the apartment complex only if:
i. the courier has the Customer’s consent, and
ii. our courier considers such a request to be safe and practical. RIMI always reserves the right to deliver the order to the main entrance of the address.
5.5. For orders to business addresses, RIMI can deliver the order to the first floor of the main entrance of the company building, but unfortunately, RIMI cannot deliver the order to Customer’s table. If the company has a shared reception, RIMI can deliver the order to the reception.
5.6. Please note that RIMI provides delivery of products only within Delivery area. The Customer specifies the time of delivery when placing the order.
5.7. The orders will be handed out every day of the week from 08:00 to 22:00 in Latvia and 09:00 to 21:00 for home delivery in Estonia, Lithuania Only persons of at least 18 years of age are entitled to receive alcoholic beverages and energy drinks (in Lithuania from 20 years for alcohol beverages; in Estonia from 16 years energy drinks).
5.8. The Customer may order alcohol beverages any time, but these products can only be delivered from 08:00 to 22:00 in Latvia and from 10:00 to 22:00 in Estonia, however, in Lithuania more specific restriction apply: from Monday to Saturday from 10:00 to 20:00 and from 10:00 to 15:00 on Sundays; on 1st September alcohol beverages cannot be delivered). If due to important and objective reasons (for example, force majeure, or reasonably unforeseeable obstacles that are out of RIMI’s and Customers control) Delivery time is earlier or later than these hours and there are alcoholic beverages in the order, alcoholic beverages will remain with the courier and the Customer will get refund for those products. A valid ID or passport will be required from a person that person at least 18 years of age (in Lithuania from 20 years) upon Delivery. When delivering age-restricted products, RIMI follows the Think 25 policy, therefore, if the person receiving products appears younger than 25 years of age, we will ask for an ID document. If, at the time of delivery, a document proving age will not be available and there will be no persons that are at least 18 years old (in Lithuania from 20 years), the products will remain with the courier. In case the order is delivered at the time specified by the Customer, but there is no one to receive the order at the address, the Customer will be informed and Customer will need to contact RIMI customer centre to agree on a new delivery time or to receive the order at a specific shop.
5.9. In such cases, if RIMI must return the order, the Customer may be charged an additional fee if the courier had attempted to deliver the order in the time specified by the Customer.
5.10. 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.
5.11. Customer can change delivery method until Rimi will start order processing.
5.12. If customer will choose cheaper delivery method, money will be returned. If Customer will choose more expensive delivery method, such as Click & Collect (or whichever is more expensive or cheaper depending on discounts), Customer will be charged additionally and changes will be confirmed only after payment.
5.13. If Customer has applied coupon for delivery method or store, Customer is not allowed to change delivery method.
6. Quality guarantee and liability
6.1. 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, Customer can return the specific product when receiving the order and receive a full refund for the specific product.
6.2. The products displayed at RIMI ONLINE may slightly differ from the same size, shape and colour as the received products due to technical characteristics of various devices used for ordering the products or other reasonably expected differences.
6.3. The characteristics of all products sold at RIMI ONLINE are specified in the product description attached to each product.
7. Click & Collect
7.1. If the Customer choses to pick up the order at the shop, the pick-up period and the shop will be determined after placing the order. At some shops it is possible to pick up the order on the same day.
7.2. 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, the Customer should speak to RIMI personnel at the pick-up point, where they will be able to assist the Customer.
7.3. The orders will be handed out every day of the week from 8:00 to 22:00 at Click & Collect stations in shops or drive-ins (for some Click & Collect locations different time may exist). Picking up orders at Click & Collect stations and drive-ins is free of charge. Customers will be able to receive orders using a PIN-code that will be sent via SMS or e-mail. It is also possible to pick up orders at drive-ins by identifying the number plate on the Customer's car, which must be entered and saved when placing the order or in the Customer profile or via Rimi mobile application.
7.4. Alcoholic beverages can only be picked up from 08:00 to 22:00 in Latvia and from 10:00 to 22:00 in Estonia, however, in Lithuania more specific restriction apply: from Monday to Saturday from 10:00 to 20:00 and from 10:00 to 15:00 on Sundays; on 1st September alcohol beverages cannot be delivered), and it includes an additional age verification (presenting an ID-card or passport to RIMI employee).
7.5. It is only possible to pick up orders during the 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.
7.6. If the Customer does not arrive to pick up the order during the reserved period, RIMI reserves the right to cancel the order and refund the amount for products. RIMI reserves the right to not return the Customer amount equal to suffered losses from the part of the order that cannot be returned to the shelves, including, but not limited to perishable goods.
8. Rights of withdrawal and rights to refuse
8.1. The Customer has the right to unilaterally exercise the right of withdrawal within 14 days of receiving the order, immediately informing RIMI regarding the withdrawal. The right of withdrawal can be exercised in accordance with laws and regulations, this E-commerce annex, and other applicable terms issued by RIMI. The customer is responsible for the direct costs of returning such orders.
8.2. If the Customer wants to return perishable goods, they can be returned within the expiration date. The Customer must take into consideration that it is not possible to return and RIMI cannot accept certain products for health or hygiene reasons (for example, toothbrushes or products with a short shelf-life).
8.3. Fresh food products with short shelf-lives that were used as alternatives for originally selected products can only be returned at the time of receiving the order by returning them to the courier at the time of delivery or RIMI employee at the time of pick-up if Click & Collect option was used. The courier or RIMI employee will arrange that the amount of money is returned to the payment account that was used for the order.
8.4. The customer has the right to return the ordered goods within 14 days by notifying Customer Service. The Customer may return food and non-food products, except fresh food products with short shelf-life. The Customer covers direct costs related to the return of goods.
8.5. When returning food products to the shop, the foods must be in their original packaging, unopened. If the Customer is not able to satisfy these requirements, RIMI reserves the right not to refund the amount for the returned goods. When returning non-food products to the shop, they must be in their original packaging, unopened. If the Customer is not able to satisfy these requirements, RIMI reserves the right not to refund the amount for the returned goods.
8.6. If, after receiving the order, the Customer has detected that the order contains damaged and/or low-quality goods, the Customer shall contact Customer Service with an application. It is recommended to include a photo of the damaged product, and Customer Service will arrange a refund to the payment account that was used to place the order. RIMI reserves the right to request the Customer to return the damaged product to the shop.
9. Order cancellation
9.1. In the event of serious circumstances, RIMI may fully or temporarily suspend RIMI ONLINE without a prior notice to the Customer. In such cases, RIMI will reimburse the Customer for undelivered orders within 10 business days.
9.2. Due to necessity to ensure business continuity of RIMI ONLINE, RIMI reserves the right to restrict amount of same product purchases. RIMI, by electronically informing the Customer, has the right to refuse and/or fulfil Customer orders if the Customer orders an unusually large amount of same type of goods (regardless of whether the products have been ordered in one or several orders).
9.3. The Customer has the right to cancel the order. After placing the order, there will be a certain time when Customer may cancel the order in the system himself/herself. After this period, Customer has the right to contact RIMI Customer Service Center and ask for order cancelation. The Payment is returned to the Customer by the method used when placing the order.
9.4. Orders containing Festivity meal items after Rimi started order processing can be cancelled by contacting Rimi Customer Service Center. Payment is returned for non-festivity items.
10. Customer service
10.1. If the Customer have any questions regarding shopping at RIMI ONLINE, RIMI encourages Customers to contact Customer Service from in its working hours by calling or e-mailing to following contact information in Customer’s country:
Rimi Eesti Food AS:
Working hours: Mon-Fri: 8:00 to 21:00, Sat-Sun: 9:00 to 21:00.
Phone number: +372 6 056 333
E-mail: klienditugi@rimibaltic.com
SIA Rimi Latvia:
Working hours: 8:00 to 22:00
Phone number: + 371 80000180
E-mail: info.lv@rimibaltic.com
UAB Rimi Lietuva:
Working hours: 8:00 to 21:00
Phone number: 8 800 29 000
E-mail: info.lt@rimibaltic.com
11. Final provisions and settlement of disputes
11.1. If RIMI violates E-commerce annex, RIMI will only be liable for Customer losses incurred by the direct result of the violation.
11.2. RIMI has a right to change the E-commerce annex or to terminate RIMI ONLINE altogether or part of it. RIMI will announce a change or termination of RIMI ONLINE by means of notices in the Program website and RIMI ONLINE, and (or) in the terminals, and (or) in the RIMI stores, and (or) in mobile application and (or) by e-mail to every Customer and ask for Customer’s approval upon any new purchase/order.
11.3. E-commerce annex is prepared in accordance with and are governed by the national laws of the country from where the services are rendered to Customer, and all disputes shall be resolved in the court to the procedure established in the legislation of the jurisdiction in which the respective RIMI company involved in dispute is established.
11.4. If the court of law or another competent authority deems any provision within E-commerce annex to be not in accordance with law, incorrect or inapplicable, the ruling does not affect the validity of the remaining terms of E-commerce annex that are in force and fully applicable in accordance with laws and regulations.
11.5. If the Customer believes that RIMI has violated terms of E-commerce annex or other relevant laws and regulations and it has affected the Customer’s ability to exercise Customer’s rights and such situation cannot be resolved by negotiation, the Customer can submit an application to the national consumer rights protection institution (or in addition in Estonia the Customer can turn to the Consumer Disputes Committee. Terms of the procedure can be viewed, and the application can be submitted here . The Consumer Disputes Committee is competent to resolve disputes arising from an agreement concluded between the Customer and the RIMI. The review of the Customer’s complaint by the committee is free of charge. The Customer can also turn to the European Union Online Dispute Resolution platform ):
In Estonia:
Consumer Protection and Technical Regulatory Authority
Endla 10a, 10122 Tallinn
Telephone: +372 667 2000
Consumer advice hotline: +372 620 1707
E-mail: info@ttja.ee.
In Latvia:
Consumer Rights Protection Centre Republic of Latvia
Brīvības street 55, Rīga, LV-1010
Telephone: +371 654 525 54
E-mail: pasts@ptac.gov.lv.
In Lithuania:
State Consumer Rights Protection Authority (SCRPA)
Vilniaus street 25, 01402 Vilnius
Telephone: (8 5) 262 6751, fax. (8 5) 279 1466
E-mail: tarnyba@vvtat.lt.
12. Data processing and protection
12.1. The Customer’s personal data will be used to identify the Customer and to receive orders, to place and deliver orders, prepare accounting documents, including invoices, reimburse the overpaid amounts and refund the amounts for returned products, to administer financial and other responsibilities arising from This E-commerce annex and this distance contract, as well as for the use of services offered by RIMI ONLINE. For more information on the processing of personal data, please see the Privacy Policy: Click here.