Return policy
1. General provisions
1.1. This section establishes the procedure for terminating a purchase (delivery) agreement and returning goods to the www.instrumenti.lv online catalogue.
1.2. Applicability:
- B2C (consumers, individuals): the consumer protection laws of the Republic of Latvia and relevant EU regulations apply.
- B2B (legal entities, sole proprietors, and other business entities): the terms of this section and the provisions of the agreements concluded between the parties apply
1.3. All notifications shall be sent in writing to [email protected], indicating the order/invoice number. Signed documents are accepted in paper form or using a qualified electronic signature (QES)
2. Returns and cancellation for consumers (B2C)
2.1. Right of withdrawal (14 days). The consumer has the right to withdraw from a distance contract within 14 calendar days of receiving the goods without giving any reason, except in cases established by law (including, but not limited to, goods made to individual order and goods that spoil quickly).
2.2. Condition of the goods. Returns are possible if the goods have not been used beyond what is necessary for inspection, their integrity has been preserved, and they are in a condition that allows further sale (preferably in the original packaging) and complete. An acceptable reduction in value upon inspection does not deprive the consumer of the right to refuse, but the Seller has the right to reduce the amount to be refunded by the amount of the loss in value resulting from use/damage. To withdraw, the consumer may use the standard withdrawal form (the model form approved by the PTAC — the Consumer Rights Protection Centre of Latvia) or any other unambiguous statement; the form can be requested from the Seller or found on the PTAC website (ptac.gov.lv).
2.3. Return costs. Unless otherwise expressly provided by law or agreement between the parties, the consumer shall bear the costs of return delivery.
2.4. Procedure and terms of refund. Funds are refunded in the same manner in which payment was made, within 14 calendar days after the Seller receives the returned goods or documentary confirmation of their shipment, whichever occurs first.
2.5. Appropriate goods, exceptions. The right of withdrawal does not apply to goods manufactured/assembled to the consumer's individual order and to other categories listed in the law.
3. Returns and termination for businesses (B2B)
3.1. Grounds. Termination of the contract, cancellation, or postponement of delivery is possible by written agreement of the parties or in cases expressly provided for by the contract or applicable law.
3.2. Cancellation before performance. The buyer has the right to refuse performance before the start of production, assembly, or shipment by notifying the seller in writing. In this case, the seller shall refund the amounts received, less the actual confirmed expenses incurred up to the date of receipt of the notification.
3.3. Custom orders. Goods manufactured/purchased to individual order (including brand manufacturing, non-standard specifications, color/size of the batch) are not subject to return or exchange, except in cases of confirmed manufacturing defects.
3.4. Proper quality. The return of goods of proper quality is possible only with the written consent of the Seller and provided that the goods have not been used, the seals and complete set of components have been preserved, the goods are in a condition that allows further sale (preferably in the original packaging), and the shipping documents and invoices signed by the parties (including the electronic signature) have been submitted.
3.5. Inadequate quality (complaints). A statement of non-compliance in terms of quantity/visible damage shall be submitted at the time of acceptance with a note made in the TTN/invoice. The Buyer shall notify the Seller of any hidden defects within a reasonable time after their discovery, but no later than the warranty period established by the contract/manufacturer. By agreement, the goods shall be repaired/replaced or the amount paid shall be refunded.
3.6. Costs and risks. Unless otherwise provided by the contract, all costs of reverse logistics, insurance, customs operations, and loading/unloading shall be borne by the Buyer. The risk of accidental loss/damage during return transportation shall be borne by the sender until the moment of signing the acceptance certificate by the Seller.
3.7. Documentary confirmation. The return shall be formalized by a bilateral acceptance and transfer certificate and/or a waybill signed by the authorized representatives of the parties (including electronic digital signatures). The Seller has the right to refuse to accept the goods in case of violation of the return conditions, non-compliance of the condition of the goods, or lack of necessary documents.
4. Special provisions (for all customers)
4.1. Custom-made goods and price. For goods manufactured to order, the prices on the website are stated in euro (EUR) and include VAT 21%; VAT is shown as a separate line in the invoice at the rate in effect on the date of issue. Prices may vary depending on the season, order batch, delivery terms, and exchange rate, and are finally fixed in the invoice/commercial offer for the term specified therein.
4.2. Payment and reservation. The standard procedure is a 50% advance payment upon order confirmation, with final payment before shipment, unless otherwise specified in the contract. Unpaid orders are not reserved; delivery times and availability are not guaranteed.
4.3. Price/description error. In the event of a technical error in the price/description, the Seller shall immediately inform the Buyer for confirmation/cancellation. If contact cannot be made, the order may be cancelled; any payments received earlier shall be refunded in full by the same method.
4.4. Acceptance and risks. The transfer of ownership and risks is determined by the terms of delivery (Incoterms) or, unless otherwise agreed, at the moment the Buyer signs the consignment note/delivery note upon receipt. Complaints regarding quantity/visible damage without a note at the time of acceptance will not be accepted, unless otherwise expressly agreed by the parties.
4.5. Method of refund. Refunds will be made to the same bank account/payment method from which the payment was made, unless otherwise agreed in writing and this does not conflict with applicable law.
5. Return procedure (brief instructions)
5.1. Send an email to [email protected] with the subject line ‘Return — order/invoice number’, state the reason for the return and attach photo evidence (if available).
5.2. Obtain written confirmation and instructions for return shipment (address/contact details, reception window, required documents).
5.3. Send the goods within the agreed time frame, attaching copies of the invoice, waybill, and delivery note; for B2B, also attach the acceptance and transfer certificate (to be signed upon receipt).
5.4. After checking the condition of the goods and documents, the Seller shall arrange for replacement/refund/repair in accordance with the agreed procedure and within the agreed time frame.
6. Final provisions
6.1. With regard to consumers (B2C), in the event of any conflict between this section and mandatory consumer protection regulations, the mandatory regulations shall apply and these rules shall be interpreted in their favour.
6.2. For businesses (B2B), these terms and conditions and the provisions of individual contracts shall apply; in the event of a discrepancy, the signed contract shall take precedence.
6.3. This section is an integral part of the www.instrumenti.lv Terms and Conditions of Purchase and Sale and shall be applied in conjunction with the sections on payment, delivery, warranty and privacy policy.
Additional conditions for B2B clients
3.8. Deadlines. For B2B clients, a return request must be submitted no later than 7 (seven) business days after receiving the goods, unless otherwise specified in the contract. Requests submitted after this period are reviewed at the Seller's discretion.
3.9. Photo documentation. All warranty and return requests must include photographs documenting the defect or non-conformity. Requests without photo documentation may be rejected.
3.10. The return address and conditions are agreed individually for each case. Goods returned without prior agreement may not be accepted.
4.6. AI-generated product descriptions and images in the catalogue are informative in nature. Exact specifications and technical parameters are stated in the manufacturer's documentation. Minor differences between the catalogue description and the actual product are not grounds for return if the product matches the manufacturer's specification.
4.7. Returns of used, damaged, or incomplete goods are not possible, except where the damage occurred during delivery and was documented at the moment of receipt (see clause 3.5).
