Delivery, exchange and return policy for goods in the online store

1. GENERAL PROVISIONS

1.1. These Rules for the purchase, sale, delivery, exchange and return of goods apply to the online store of SIA “KHALISIJA” (hereinafter referred to as the Company).

1.2. These Purchase Rules apply when purchasing Goods from the Company’s online store available at www.whieda.life.

2. DELIVERY OF GOODS

2.1. The Goods shall be delivered using the method selected by the Customer to the delivery address specified in the Order or to the Representative Office located at Artilērijas iela 40i, Riga, Latvia.

2.2. The Goods shall be delivered to the countries specified in the Online Store.

2.3. A delivery fee shall be charged for the delivery of the Goods. The delivery fee is not included in the price of the Goods and is indicated when placing the Order.

2.4. When placing an Order, the Customer may choose one of the following delivery methods:
    2.4.1. delivery by courier to the specified delivery address;
    2.4.2. delivery to the selected Representative Office at Artilērijas iela 40i.

2.5. When placing an Order, the Customer may indicate that they wish to collect the Goods personally from the selected Representative Office. Delivery of the Goods to the Representative Office is free of charge. However, in this case, the Company reserves the right to unilaterally extend the estimated delivery period communicated to the Customer, since the ordered Goods are delivered to the Representative Office once the total value of Customers’ Orders intended for that Representative Office reaches EUR 2,000–3,000.

2.6. When confirming the Order in the Online Store system, the Company shall indicate the estimated delivery period for each ordered item. The delivery period depends on the delivery method selected by the Customer, the delivery location, the carrier engaged by the Company and other circumstances.

2.7. If the estimated delivery period specified by the Company for a particular item is not acceptable to the Customer, the Company shall provide the Customer with the option to cancel the part of the Order relating to that item. The Company shall refund the amount paid for the item, including the delivery fee if it was paid, within 14 (fourteen) calendar days.

2.8. The Company shall not be liable for any delay in the delivery of the Goods if the delay is caused by circumstances beyond the Company’s control.

2.9. A Customer who chooses delivery by courier shall provide an accurate delivery address and the recipient’s details when placing the Order. The Customer shall be present at the specified address at the time agreed with the courier and shall provide the courier with information about the Order and the details required to identify the Customer or another recipient appointed by the Customer. If a minor is specified as the recipient or a minor receives the Goods on behalf of the Customer with the Customer’s permission, the Customer shall be responsible for the Goods received or not received.

2.10. If delivery using the selected method — by courier, to a Representative Office or to a parcel terminal — cannot be completed at the agreed time due to the Customer’s fault, the Goods shall be considered not delivered or delivered late due to the Customer’s fault. In such a case, the Company shall inform the Customer by email about the available methods and time limits for repeated delivery. Repeated delivery shall be carried out only after the Customer has paid the additional costs of resending or redelivering the Order.

2.11. The risk of accidental loss of or damage to the Goods shall pass to the Customer when the Goods are delivered to the Customer or handed over to a carrier selected by the Customer.

2.12. Upon receiving the Goods, the Customer shall inspect:
    2.12.1. the condition of the parcel, including whether the packaging is crushed, wet, torn or otherwise damaged;
    2.12.2. the quantity, assortment and quality of the Goods.

2.13. If any external damage to the parcel and/or the Goods or any discrepancy in the assortment and/or quantity is discovered, the Customer shall indicate this in the proof of delivery provided by the Representative Office or courier, such as the delivery note or another similar document. The Customer shall also prepare and sign, together with the representative of the Representative Office or the courier, a written report in free form describing the damage or discrepancies. All damage and discrepancies recorded upon delivery shall be resolved under a separate agreement between the parties to the Contract and within the agreed time limits.

3. EXCHANGE AND RETURN OF GOODS

3.1. Before opening the packaging and using the Goods for their intended purpose, the Customer shall verify that the Goods correspond to the specifications stated in the Order and to the other characteristics and quality normally associated with the relevant category of Goods. If any defects or discrepancies are discovered, the Customer shall immediately, but no later than within 14 (fourteen) days from the date of delivery, contact the Company by email at whieda.lv@gmail.com and request the replacement and/or return of the Goods. The Customer shall specify the reason for the return, describe the particular defects and deficiencies, attach supporting evidence, including photographs, videos and other materials, and state their requirements.

Upon receiving a justified claim within the prescribed period concerning defective Goods purchased from the Company’s Online Store, the Company shall, depending on the Customer’s choice specified in the claim:
    3.1.1. remedy the defects in the Goods free of charge within a reasonable period, where possible;
    3.1.2. reduce the price of the Goods;
    3.1.3. replace the Goods with equivalent Goods of appropriate quality;
    3.1.4. refund the amount paid for the Goods, including the delivery fee or the relevant part thereof, within 14 (fourteen) calendar days to the Customer’s bank account from which the payment was made.

3.2. A Customer who is considered a consumer under the consumer protection laws of the Republic of Latvia shall have the right to exchange and/or return Goods of appropriate quality purchased from the Company’s Online Store only in the cases and according to the procedures established by the Consumer Rights Protection Law and other applicable consumer protection legislation of the Republic of Latvia. When Goods of appropriate quality are returned or exchanged, they must be unused, undamaged and must not have lost their original appearance. The original labels must not have been removed or damaged, and any protective film must remain intact. The Goods must be kept in their original packaging in good condition and must retain their original properties.

3.3. The Customer shall not have the right to request the exchange of Goods of appropriate quality purchased from the Company’s Online Store for equivalent Goods or to request a refund if the following Goods were purchased from the Online Store:
    3.3.1. tobacco products and tobacco-related Goods;
    3.3.2. perfumes, cosmetics and toiletries;
    3.3.3. Goods intended for photography and cinematography;
    3.3.4. printed books, reproductions and other printed products;
    3.3.5. fabrics;
    3.3.6. floor coverings, except for carpets and rugs;
    3.3.7. knitted underwear for men, women and children;
    3.3.8. clothing for infants;
    3.3.9. tights, socks, knee-high socks and similar items;
    3.3.10. sewn undershirts, nightshirts, pyjamas and similar items for men, women and children;
    3.3.11. bras, bodices, corsets and similar items;
    3.3.12. pearls, precious stones, precious metals and articles made from them, except for costume jewellery;
    3.3.13. machinery and mechanical devices;
    3.3.14. electrical machinery and devices, audio and video equipment, and devices for recording and reproducing images and sound;
    3.3.15. land vehicles;
    3.3.16. ships, boats and floating structures;
    3.3.17. optical, photographic, cinematographic, measuring, checking, medical or surgical instruments and devices;
    3.3.18. watches and clocks;
    3.3.19. musical instruments;
    3.3.20. weapons and ammunition;
    3.3.21. furniture, bedding and lighting fixtures;
    3.3.22. toys and games, except for sports and fishing equipment;
    3.3.23. works of art, collectors’ items and antiques.

3.4. The Customer shall send and/or deliver defective Goods purchased from the Company within 14 (fourteen) calendar days from the date of receiving the Goods, together with a notice describing the identified defects and/or deficiencies. Defective Goods may be returned directly to the Company, through a courier specified by the Company or through the Representative Office. The costs of returning defective Goods to the Company shall be paid by the Customer.

3.5. If the Customer returns only one or several defective items, but not all Goods purchased under the Contract, the delivery fee shall not be refunded if its amount did not depend on the quantity, value or other characteristics of the delivered Goods. If the delivery fee depended on the quantity, value or other characteristics of the delivered Goods, the Customer shall be refunded the part of the delivery fee by which it exceeded the amount that the Customer would have paid had the returned Goods not been purchased.

3.6. The Customer shall not have the right to terminate the Contract if the identified defect and/or deficiency of the purchased Goods is insignificant and does not prevent the Goods from being used for their intended purpose.

4. FORCE MAJEURE

4.1. The parties to the Contract — the Customer and the Company — shall be released from liability for the failure to perform or improper performance of any obligations under these Purchase Rules if such failure is caused by circumstances beyond their control which they could not reasonably have foreseen and whose occurrence or consequences could not have been prevented.

4.2. The release of the Company and/or the Customer from liability in the event of force majeure shall be governed by the laws and regulations of the Republic of Latvia. In the event of force majeure, the performance of obligations shall be postponed for the duration of such circumstances. The parties shall immediately inform each other of the commencement and cessation of the force majeure circumstances.

5. FINAL PROVISIONS

5.1. If any provision of these Purchase Rules is declared unlawful, invalid or unenforceable, the remaining provisions shall retain their legal effect and shall remain fully enforceable. Any provision declared unlawful, invalid or unenforceable only in part shall remain effective to the extent that it has not been declared unlawful, invalid or unenforceable.

5.2. These Purchase Rules shall not in any way restrict and shall not be interpreted as restricting the Customer’s rights established by the laws and regulations of the Republic of Latvia if the Customer is considered a consumer.

5.3. The Customer may submit any notices, requests or complaints concerning the purchase of Goods from the Company’s Online Store, the quality of the Goods or other related matters:
    by email: whieda.lv@gmail.com;
    via Support WhatsApp: +371 27492363;
    by visiting the nearest Representative Office at Artilērijas iela 40i, Riga, Latvia.