Refund policy

1. Quality return of goods and unilateral withdrawal from the Agreement, when the consumer exercises the right of withdrawal
   1.1. The Buyer, who is a consumer (natural person), has the right to exercise the right of withdrawal without specifying the reason and unilaterally withdraw from the Agreement by returning the received Goods - within the period specified in paragraph 7.3 of these Terms. This provision means that during the specified period of time, having changed his mind or for other reasons deciding to refuse the Goods, the Buyer has the right to notify the Seller of his request to return the goods to the Seller and receive the money paid. The costs of returning the Goods must be covered by the Buyer.
   1.2. The Buyer (consumer) cannot exercise the right of withdrawal and cannot return the Goods in accordance with the Cabinet of Ministers Regulation No. 20/2014 of 20.05.2014. 255 “Rules on distance contracts” in the cases specified in paragraph 22, if:
   a) The Product is manufactured according to the Buyer’s instructions or the Product is clearly personalized (adapted to the Buyer’s personal needs);
   b) The Product is perishable or its expiration date is about to expire;
   c) The Buyer has opened the packaging of the Product, which cannot be returned due to health and hygiene reasons;
   d) The Product, due to its properties, has irreversibly mixed with other things after delivery;
   e) The Buyer has opened the packaging.
   1.3. The Buyer’s right to unilaterally withdraw from the Contract within 14 days, return the Goods to the Seller and receive money by exercising the right of withdrawal applies only to consumers (natural persons) and arises from the date of conclusion of the Contract, as defined in paragraph 5 of the Regulations. Quality Goods may also be returned within a longer period in certain cases specified by the Seller, when the Seller provides relevant information about them when selling the Goods.
   1.4. The 14-day period for exercising the right of withdrawal is calculated as follows:
   a) if the Goods are purchased by concluding the Agreement – from the day when the Buyer or a third party other than the carrier (courier) and indicated by the Buyer has received the Goods;
   b) if the Buyer has ordered several Goods in one order that are delivered separately, – from the day when the Buyer or a third party other than the carrier and indicated by the Buyer has received the last Goods;
   c) if the Goods are delivered, consisting of several lots or parts, – from the day when the Buyer or a third party other than the carrier and indicated by the Buyer has received the last lot or part of the Goods;
   d) for contracts for regular delivery of Goods – from the day when the Buyer or a third party other than the carrier and indicated by the Buyer has received the first goods.
   If the end of the term falls on an “officially” national holiday, the right of withdrawal shall be exercised until the business day following the end of the said term (inclusive).
   1.5. In order to exercise the right of withdrawal, the Buyer must inform the Seller of the decision to withdraw from the Agreement by sending or submitting a relevant written notice in free form, which would include the Buyer’s notice of withdrawal from the Agreement, or by filling out a withdrawal form (in PDF format; WORD format). The notice of withdrawal from the Agreement or the withdrawal form shall be submitted to customer service centers, the addresses of which can be found here, or sent electronically to the e-mail address: info@pilsakmens.lv. Upon receiving the Buyer’s notice electronically, the Seller shall immediately send the Buyer a confirmation of receipt of the notice to the Buyer’s e-mail address.
   1.6. The Buyer shall immediately, but not later than within 14 (fourteen) days after submitting or sending to the Seller the withdrawal form or notification of the exercise of the right of withdrawal, return or hand over the Goods to the Seller, located at Zemeņu iela 13, Salaspils, or to a person authorized by the Seller to accept the Goods. The deadline shall be deemed to have been met if the Buyer hands over or sends the Goods to the Seller before the expiry of the 14 (fourteen) day period. The Buyer shall bear the costs of returning the Goods.
   1.7. The Buyer has the right to inspect the Goods in order to ascertain their nature, properties and functions, but the use of the Goods for ascertaining and checking their nature, properties and functions shall be carried out to the extent that it would be possible to do so in the store.
   1.8.   The Buyer is liable for any decrease in the value of the Product or its use contrary to good faith (including, but not limited to, the cases specified in clause 7.9 of these Terms and Conditions) if the Product was used for a purpose other than to determine the nature, properties and operation of the Product during the exercise of the right of withdrawal.                                                                              1.9. The returned Product must not be damaged or used in a way that exceeds the use of the Product for the purpose of ascertaining and checking its nature, properties and functions. The Buyer shall try to keep the original packaging, authentic labels and protective bags for the returned Product. The Products must be returned in full with the same accessories as they were sold with, attaching the Product instructions and warranty card, if they were delivered with the Product. Gifts received for the Products must also be returned together.
   1.10. When returning the Product, the invoice number and order number must be indicated. If possible, the Buyer shall attach the invoice so that the Seller can provide the Buyer with a refund for the purchased Product as soon as possible.
   1.11. The Buyer who returned the Products shall be refunded all the money paid for the Product, including delivery costs. The Seller shall refund the money for the Goods and delivery costs no later than 14 (fourteen) days from the date on which the Seller received information about the Buyer's decision to withdraw from the Agreement. The current delivery and service tariffs are provided in the section "Delivery and receipt of Goods". If only part of the Goods is returned, delivery costs are refunded only if the remaining Goods of the same order, when purchased separately, would be charged a lower tariff than the tariff applied when purchasing the Goods together with the Goods being returned, and only in an amount equal to the specified tariff difference. If the Buyer has chosen to use a delivery method other than the cheapest standard delivery method offered by the Seller, the Seller is not obliged to reimburse the Buyer for additional delivery costs.
   1.12. The Seller shall transfer the refundable amounts to the bank account specified in the Buyer's notice of withdrawal from the Agreement or in the withdrawal form.
   1.13. The Seller is entitled to withhold the refund of the amount to the Buyer until the Seller has received the Goods or the Buyer has provided the Seller with proof that the Goods have been returned, whichever is earlier.
   1.14. In the event that the Goods were delivered to the Buyer after withdrawal from the Agreement:
   a) the Buyer is obliged to immediately return the Goods to the Seller;
   b) except for cases related to non-conforming Goods, as provided for in clause 11.11 of the Terms, the Buyer will be responsible for covering the costs of returning the Goods to the Seller;
   c) the Buyer is obliged to take due care to preserve the Goods until they are returned to the Seller;
   d) the price of the Goods and delivery costs shall be reimbursed to the Buyer in accordance with clause 7.11 of the Terms.
   1.15. The Buyer shall in all cases have the rights arising from the sale of non-conforming Goods, as provided for by the laws and regulations of the Republic of Latvia. The return provisions specified in this 7th or other clauses of the Terms and Conditions shall not affect the existence of these rights.