Terms of service
Terms of Service
SIA "Cietais rieksts," Reg. No. 44103005498, Valmieras iela 12a, Matīši, Valmieras novads, LV-4210, hereafter referred to as "the online store," provides the content available on the website and offers products/services in accordance with the Terms of Use outlined below.
1. General Terms
If a consumer purchases products/services through the website, such mutual agreement shall be considered a Distance Contract and is subject to the legal norms of the Republic of Latvia governing distance contracts, including but not limited to:
- The Consumer Rights Protection Law of the Republic of Latvia,
- The Regulations on Distance Contracts issued by the Cabinet of Ministers of the Republic of Latvia, and other applicable laws.
2. Placing an Order
The prices and specifications of products sold in the online store are displayed alongside the products.
To place an order, add the desired products to the shopping cart. Fill in all required fields and select the most suitable delivery method. The total order cost, including delivery, will then be displayed on the screen. Complete the payment to finalize the order.
3. Payment Terms
The transaction currency on the website is euros (EUR). Payments can be made using the following methods provided by the payment platform makecommerce.lv (Maksekeskus AS):
- Latvian online bank payments: Swedbank, SEB, Citadele, Luminor
- Estonian online bank payments: Swedbank, SEB, Luminor
- Lithuanian online bank payments: Swedbank, SEB, Luminor
- Visa/Mastercard payments
Note: When using the online banking payment method, confirm the order and click the "Return to Merchant" button.
Personal data required for payment processing are transmitted to the licensed payment institution Maksekeskus AS.
The contract comes into effect upon successful payment to the online store’s bank account. If, for any reason, the order cannot be fulfilled, the Buyer will be notified, and the paid amount will be refunded as soon as possible, but no later than 14 days after receiving the notification.
4. Delivery Terms
Products are delivered to the following countries: Latvia, Estonia, Lithuania.
Delivery methods include:
- Parcel locker (partner service)
- Courier delivery
- In-store pickup
All fees and taxes required to receive the shipment at the destination must be covered by the Buyer. Delivery costs are displayed before order confirmation.
Purchased products are delivered to the address specified by the Buyer within 2–8 business days. In exceptional cases, we reserve the right to ship products within 45 calendar days, notifying the customer accordingly.
5. Right of Withdrawal
The Buyer has the right to withdraw from the purchase within 14 calendar days of receiving the product. (Depending on the product, withdrawal rights may not apply; in such cases, the reason must be clearly stated and explained.) The right of withdrawal does not apply if the Buyer is a legal entity.
To exercise the 14-day withdrawal right, the product may only be used for its intended purpose. The consumer is responsible for maintaining the product’s quality and safety during the withdrawal period. If the product is misused, damaged, handled carelessly, or if the original packaging is lost or significantly damaged, the online store reserves the right to reduce the refund amount accordingly.
To exercise the right of withdrawal, contact us at info@cietaisrieksts.lv within 14 days of receiving the product.
Best practice: The online store should provide free return shipping to enhance customer trust and improve sales.
Exception: If the online store cannot offer free returns, the Buyer covers return costs—unless the reason for return is that the product does not match the order (e.g., wrong or defective product).
The Buyer must return the product to the Seller without delay, but no later than 14 days after submitting the withdrawal request. Upon receiving the returned product, the online store will refund all payments received from the Buyer under the Distance Contract without delay, but no later than 14 days.
The Seller may withhold the refund until receiving the returned product or proof of return. If the Buyer chooses a shipping method other than the cheapest option offered by the online store, the Seller is not obligated to compensate for the additional shipping costs.
The online store is not liable for delays, non-performance, or other failures caused by circumstances beyond its reasonable control.
The online store reserves the right to refuse sales and demand product returns if the listed price is significantly lower than the market price due to an error.
6. Consumer Rights Regarding Non-Conforming Products
The online store is responsible for defects or non-conformities in products sold to the Buyer that:
- Arise within 6 months of delivery, or
- Existed at the time of delivery (unless contrary to the nature of the defect).
The Buyer must notify the Seller of any non-conformity immediately, within 2 months of discovery (i.e., by submitting a complaint). Complaints can be submitted by contacting the online store at info@cietaisrieksts.lv.
The online store is not liable for defects that arise after delivery to the Buyer.
If a purchased product has defects for which the Seller is responsible, the Buyer has the right to request:
- Repair or replacement of the product free of charge, or
- A full refund if repair/replacement is impossible.
The Seller must provide a written response to the consumer’s complaint within 15 days.
7. Processing of Buyer’s Personal Data
The online store processes only the personal data provided by the Buyer when placing an order (e.g., name, surname, email, etc.).
Personal data may be shared with delivery service providers to ensure product delivery.
If the Buyer has explicitly consented to marketing communications (e.g., newsletters), the online store may occasionally send updates and promotional offers. The Buyer may opt out at any time by emailing info@cietaisrieksts.lv.
8. Dispute Resolution
For matters not covered in these Terms, the Buyer and Seller agree to comply with applicable laws of the Republic of Latvia.
Disputes between the Seller and Buyer shall first be resolved through negotiations or correspondence. If unresolved, disputes may be settled in Latvian courts under Latvian law.
Buyers (consumers) may also submit disputes to:
- The Consumer Rights Protection Centre, or
- Courts of the Republic of Latvia.
Buyers also have the right to seek resolution through European Union dispute resolution bodies.
