Returns policy

Key principle

Goods can be returned, replaced or repaired only if they are defective or do not conform to the contract. Goods that are of proper quality and match the order are not taken back. This applies to all of our products.

The exception is the consumer right of withdrawal for standard goods bought under a distance contract. See “Consumer right of withdrawal”.

Claim periods

What counts as a defect

How to file a claim

1. Tell us about the defect as soon as you notice it. Consumers must do so within 2 months of discovering the defect.
2. File a written claim: via BIS for tent hangars, by email for other goods.
3. Until the claim is reviewed, do not use the defective goods if this could make the damage worse, and give us access to the goods or site for inspection.
4. We review the claim and reply within 15 working days. If needed, we arrange an inspection of the goods or site.

Include in your claim

• The buyer’s name or company name and contact details
• Invoice or contract number and date
• The goods that are defective
• A description of the defect and the date it was discovered
• Photos or video showing the defect
• The remedy you are requesting

How a confirmed defect is resolved

• First, we repair the defect or replace the goods or the defective part free of charge.
• If repair or replacement is impossible, disproportionate or not done within a reasonable time, the buyer may request a price reduction or terminate the contract and get their money back.
• If the defect is confirmed, we cover the costs of transport, labour and materials.

Consumer right of withdrawal

If you are a consumer (a private individual buying for purposes unrelated to business) and the contract was concluded at a distance, for example by email, phone or on the website, you may withdraw from the contract within 14 days of receiving the goods without giving a reason. We refund the amount paid within 14 days of receiving your notice. The buyer bears the direct cost of returning the goods.

The right of withdrawal does not apply to

• Tent hangars made or configured to the buyer’s dimensions and specification
• Reinforced concrete cellars made to an individual order
• Rubber mats cut or made to the buyer’s dimensions
• Installation and construction services fully performed with the consumer’s consent before the withdrawal period ends

The right of withdrawal does not apply to contracts concluded in person on our premises or to purchases by legal entities.

For legal entities

If the buyer is a legal entity or buys the goods for business purposes, the goods must be inspected on receipt. Visible damage, missing items or non-conformity must be noted on the delivery note or handover certificate and reported to us immediately. The periods in this policy apply to hidden defects.

Dispute resolution

We first try to resolve any dispute through negotiation. If no agreement is reached, the dispute is resolved under the laws of the Republic of Latvia.

Consumers may also contact the Consumer Rights Protection Centre or the Consumer Dispute Resolution Commission. ptac.gov.lv

Legislation

• Civil Law
• Consumer Rights Protection Law
• Cabinet Regulation No. 255 of 20 May 2014 “Regulations Regarding Distance Contracts”
• Cabinet Regulation No. 529 of 2 September 2014 “Building Regulations”
• Construction Law