1. General Provisions
This Return Policy sets out the procedure by which the buyer may exercise the right of withdrawal and return goods purchased in our online store.
Seller:
ELENAS LIBRARY SIA
Registration No.: LV 40203676941
Registered address: Ieriķu iela 60 – 24, Rīga, LV-1084
2. Right of Withdrawal (within 14 days)
In accordance with the Consumer Protection Law of the Republic of Latvia, the buyer has the right to withdraw from a distance contract within 14 days without giving any reason.
The withdrawal period expires after 14 days from the day on which:
- the buyer or a third party indicated by the buyer has received the goods;
- if the order consists of multiple goods – from the day of receipt of the last item.
To exercise the right of withdrawal, the buyer must send a clear statement of the decision to withdraw from the contract (for example, by email). A withdrawal form may also be used (if available on the website), but it is not mandatory.
3. Return of Goods
- The goods must be sent back or handed over to the seller no later than 14 days from the date of sending the withdrawal notice.
- The goods must be unused, undamaged, and in the original packaging (if possible).
- The buyer is responsible for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
The cost of returning the goods shall be borne by the buyer unless otherwise agreed.
4. Refunds
After receiving the withdrawal notice, the seller shall reimburse all payments received from the buyer, including delivery costs (except for additional costs if a delivery method more expensive than the standard option was chosen), no later than 14 days.
The seller may withhold the refund until the returned goods are received or proof of their return is provided.
The refund shall be made using the same payment method used by the buyer for the initial transaction, unless otherwise agreed.
5. Exceptions to the Right of Withdrawal
In accordance with Cabinet Regulation No. 255, the right of withdrawal does not apply if:
- the goods are made to the buyer’s specifications or clearly personalized;
- the goods are liable to deteriorate or expire rapidly;
- the goods were unsealed after delivery and are not suitable for return due to health or hygiene reasons;
- audio or video recordings or software have been unsealed after delivery;
- digital content is supplied without a tangible medium and delivery has begun with the buyer’s consent.
6. Defective Goods (Warranty)
If the goods do not comply with the contract or have a manufacturing defect, the buyer has the right to submit a claim within 2 years from the date of purchase.
In such a case, the buyer has the right to request:
- repair of the goods,
- replacement of the goods,
- price reduction,
- or a refund (if the defect is significant).
In case of a claim, please contact us by email at [e-mail].
7. Dispute Resolution
Disputes between the buyer and the seller shall be resolved through negotiations. If no agreement is reached, the buyer may to turn
Consumer Rights Protection Centre (PTAC)
Brīvības iela 55, Rīga, LV-1010
www.ptac.gov.lv
The buyer also has the right to use the EU online dispute resolution platform:
https://ec.europa.eu/odr