Product Returns

1. Withdrawal from the Contract and Product Returns

1.1. In accordance with the laws of the Republic of Latvia and the European Union distance selling regulations, the buyer (“Buyer”), who is a consumer (natural person), has the right to withdraw from the product purchase within 14 (fourteen) calendar days from the date of receiving the product without stating a reason.

1.2. The withdrawal period shall be considered complied with if the notice of withdrawal is sent to the seller before the expiry of the 14-day period.

1.3. To exercise the right of withdrawal, the Buyer must send a free-form notice to the email address [email protected], indicating:

• order number;

• name of the returned product;

• reason for withdrawal (free form).

1.4. After receiving the notice, the Seller will provide further instructions regarding the return of the product. If requested by the Seller, the product must be delivered to our store at: Strēlnieku iela 13, Centra rajons, Riga, LV-1010, Latvia, during working hours.

1.5. The costs of returning the product shall be borne by the Buyer unless otherwise provided by applicable laws or promotional terms.

1.6. The right of withdrawal does not apply in the cases specified in Section 4 of this policy.

1.7. The Buyer is obliged to keep proof of shipment until the Seller confirms receipt of the returned product.

2. Conditions for Product Returns

The returned product must meet the following conditions:

• the product has not been used and shows no signs of use;

• the appearance, consumer properties, and complete set of the product are preserved;

• the original packaging is preserved;

• protective films, seals, and labels are preserved (if applicable).

Important: The Buyer is responsible for any decrease in the value of the product if it has resulted from handling or use beyond what is necessary to determine the nature, characteristics, and functioning of the product.

The Buyer is responsible for safely packaging and delivering the product back to the Seller.

3. Refunds

The Seller shall refund the amount paid for the product no later than 14 days from the date of receiving the withdrawal notice, provided that the refund may be withheld until the Seller has received the returned product or the Buyer has provided proof of shipment.

The refund shall be made using the same payment method that was used for the purchase unless the parties have agreed otherwise.

Important: If the product was purchased in our physical store:

• the product may be returned in compliance with all other return conditions;

• refunds are not provided unless required by applicable laws;

• the Buyer will be offered a gift card equal to the purchase value of the product at the time of purchase.

4. Cases When Product Return Is Not Possible

In accordance with applicable laws, the Buyer cannot exercise the right of withdrawal if:

• the product is made according to the Buyer’s instructions or is personalized;

• the product is perishable or has a short expiration date;

• the packaging has been opened due to hygiene or health reasons (for example, cosmetics, audio/video recordings, software);

• the product has been irreversibly mixed with other items after delivery.

5. Product Quality and Warranty

Product photographs are illustrative; original products may differ slightly.

If a product of inadequate quality has been delivered, the Buyer may submit a complaint by sending it to [email protected] or by bringing the product to our store’s customer service center during working hours.

The warranty service period is usually from 7 to 30 calendar days. In complicated or exceptional cases, it may be extended to 14–70 calendar days.

Warranty obligations apply only if the product usage instructions have not been violated.

Complaints regarding product quality are accepted only in written form.

6. Damaged Shipment

If the product is delivered damaged:

• inspect the shipment in the presence of the courier;

• indicate the damage in the delivery document and complete a Packaging Damage Report;

• document the damage with photographs required for the return process.

If the packaging is not damaged, checking the product in the courier’s presence is not mandatory.

7. Contact Information

If you have any questions, please contact us:

Phone: +371 288 888 28

Email: [email protected]

Address: Strēlnieku iela 13, Centra rajons, Riga, LV-1010, Latvia (visits during working hours only)

Warranty Repair

1. Buyer’s Rights

If the product does not meet quality requirements or has a defect, the Buyer has the right to contact the Seller with a request to remedy the non-conformity within 2 years from the date of receiving the product. It is recommended to report the defect within 3 business days after its discovery.

2. Warranty Repair Conditions

In a confirmed warranty case, the Buyer has the right to free repair or replacement of the product if possible and not disproportionate.

If the product is submitted for inspection or repair, the Seller is not obligated to provide a temporary replacement product during this period.

The Buyer shall ensure delivery of the product to the Seller or the specified service center unless otherwise required by applicable laws.

We will attempt to remedy the defect within a reasonable period and without significant inconvenience to the Buyer.

If it is determined that the defect resulted from improper use or other reasons unrelated to manufacturing, the Seller has the right to refuse warranty service.

If repair or replacement is not possible, the Buyer may have the right to a refund in accordance with applicable laws.

If the product was purchased in a physical store and is recognized as non-conforming, a refund shall only be provided in cases directly required by applicable laws.

If both parties agree that the case is covered by warranty, the product transportation costs shall be covered by the Seller.

Claims are handled in the following order: first repair, if impossible — replacement, and only if the above solutions are impossible or disproportionate — refund.

3. Burden of Proof

If a defect appears within 12 months from the date of purchase, it is presumed that the defect already existed at the time the product was handed over unless proven otherwise.

After this period, additional defect assessment may be required in accordance with applicable laws.

4. How to Apply for Warranty Repair

Before submitting any product for repair or return, the Buyer must submit a written application.

To process a warranty repair request, photographs or videos showing the defect must be attached and submitted.

Please indicate the order number, purchase date, and a detailed description of the issue.

Contact information:

Email: [email protected]

Phone: +371 288 888 28

We respond to warranty requests within 3 business days.

The total period for reviewing and processing a warranty claim is usually from 7 to 30 calendar days, but in complicated or exceptional cases, it may be extended to 14–70 calendar days.

We emphasize that in all cases we will strive to complete the warranty process as quickly as possible.

5. Warranty Repair Limitations

Warranty repair does not apply to damages caused by:

• improper use;

• mechanical damage;

• liquid damage;

• unauthorized repairs;

• normal wear and tear.

The product must be used according to the manufacturer’s instructions.

6. Damaged Shipment

Inspect the shipment in the presence of the courier or parcel locker operator.

If the product is damaged, indicate it in the delivery document and document the damage with photographs.

These photographs will be required for warranty repair.

If the packaging is not damaged, checking the product in the presence of the courier or parcel locker operator is not mandatory, but any damage must still be documented.

7. Contact Information

Phone: +371 288 888 28

Email: [email protected]

Address: Strēlnieku iela 13, Centra rajons, Riga, LV-1010 (visits during working hours only)