Refund policy
Returns and Refunds Policy
This Returns and Refunds Policy applies to purchases made through the online store estere.lv.
Seller: SIA “Rozes Skaistums”
Company Registration No.: 40203210081
Registered Address: Draudzības iela 3, Skrīveri, Aizkraukle Municipality, LV-5125, Latvia
Email: estere.cosmetics@gmail.com
Phone: +371 20301002
For the purposes of this Policy, a Consumer is a natural person who purchases goods for purposes unrelated to their business or professional activities.
1. Right of Withdrawal
The Consumer has the right to withdraw from a distance contract and return goods purchased through the online store within 14 days without giving any reason, except in cases where the right of withdrawal does not apply under applicable laws and regulations.
The 14-day withdrawal period begins on the day when the Consumer, or a third party designated by the Consumer other than the carrier, takes physical possession of the goods.
If several goods are ordered in a single order and delivered separately, the withdrawal period begins on the day the last item is received.
To meet the withdrawal deadline, it is sufficient for the Consumer to send the notification of their decision to exercise the right of withdrawal before the 14-day period expires.
2. How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the Consumer must inform the Seller of their decision by means of an unequivocal statement sent to:
The notification should preferably include:
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Full name;
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Order number;
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The product or products the Consumer wishes to withdraw from;
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Date of receipt of the goods.
The Consumer may use the model withdrawal form provided at the end of this Policy, but use of this form is not mandatory.
The right of withdrawal may also be exercised by sending the Seller a regular email, provided that the Consumer's intention to withdraw from the contract is clearly expressed.
3. Returning the Goods
After notifying the Seller of their decision to exercise the right of withdrawal, the Consumer must send or hand over the goods to the Seller without undue delay and no later than 14 days from the date on which the Seller was informed of the withdrawal.
Return address:
SIA “Rozes Skaistums”
Skolas iela 18
Ogre, Ogre Municipality, LV-5001
Latvia
The deadline is met if the goods are sent back before the 14-day return period expires.
In the case of a standard withdrawal from the contract, the Consumer bears the direct costs of returning the goods.
If goods are returned because they do not conform to the contract, an incorrect product was delivered, or an incorrect quantity was supplied, the Seller bears the reasonable transportation costs associated with remedying the non-conformity or replacing the goods.
4. Inspection of Goods and Diminished Value
During the withdrawal period, the Consumer may inspect and test the goods to the extent necessary to establish their nature, characteristics and functioning.
The Consumer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where possible, we kindly ask that returned goods be accompanied by their original packaging, labels, accessories and other components included with the product.
The absence of original packaging does not automatically deprive the Consumer of the right of withdrawal.
However, damage to the goods, their packaging or included components caused by the Consumer's handling beyond normal inspection may be taken into account when assessing any diminished value.
If the right of withdrawal is exercised in relation to a gift set purchased as a single product, the entire gift set must be returned, including all products, accessories and gift packaging included in the set.
5. Cosmetics and Personal Hygiene Products
In accordance with applicable laws and regulations, the right of withdrawal does not apply where the Consumer has unsealed goods that are not suitable for return due to health protection or hygiene reasons.
This may also apply to certain cosmetic and personal hygiene products if they have protective packaging, a seal or other hygienic protection, and once that protection has been removed, the product can no longer be offered to another Consumer for hygiene reasons.
The fact that a product is a cosmetic product does not, in itself, automatically mean that the right of withdrawal is lost.
Each case is assessed individually, taking into account the type of product, its packaging, whether the product has been used and whether its hygienic protection has been compromised.
The restrictions set out in this section do not affect the Consumer's right to make a claim if the product was already damaged or did not conform to the contract at the time of delivery.
6. Other Exceptions to the Right of Withdrawal
The right of withdrawal does not apply in cases specified by applicable laws and regulations, including where:
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The goods have been made to the Consumer's individual specifications or are clearly personalised;
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The goods are liable to deteriorate rapidly or have a short expiry period;
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The Consumer has unsealed goods that are not suitable for return due to health protection or hygiene reasons;
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Another exception to the right of withdrawal provided for by applicable laws and regulations applies.
7. Refunds Following Withdrawal
If the Consumer exercises the right of withdrawal, the Seller will reimburse the relevant payments received from the Consumer without undue delay and no later than 14 days from the date on which the Seller receives the Consumer's notification of withdrawal.
The Seller is entitled to withhold the refund until:
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The Seller has received the returned goods; or
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The Consumer has provided evidence that the goods have been sent back;
whichever occurs first.
If the Consumer withdraws from the entire order, the original standard delivery costs will also be refunded.
If the Consumer selected a delivery method that was more expensive than the least expensive standard delivery method offered by the Seller, the additional costs of the more expensive delivery method will not be refunded.
Refunds will be made using the same means of payment as the Consumer used for the original transaction, unless the Consumer has expressly agreed to another method of reimbursement.
The Consumer will not incur any additional fees as a result of the refund.
8. Order Cancellation Before Shipment
If the Consumer wishes to cancel an order that has not yet been handed over to the delivery service provider, we kindly ask them to contact us as soon as possible at:
Please include the order number.
If the order has not yet been dispatched, it will be cancelled and the Consumer will receive a refund of the amount paid for the cancelled order.
If the order has already been handed over for delivery, the withdrawal procedure described in this Policy will apply.
9. Incorrect, Damaged or Non-Conforming Goods
The right of withdrawal and the right to make a claim regarding goods that do not conform to the contract are two separate consumer rights.
If the Consumer has received:
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An incorrect product;
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An incorrect quantity of products;
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A damaged product;
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A product that does not match the order or its description; or
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A product that otherwise does not conform to the contract;
please contact us at:
Please include the order number and a description of the issue.
To help us assess and resolve the situation more quickly, we kindly ask the Consumer, where possible, to attach photographs showing the product, its packaging and the identified non-conformity.
Providing photographs is not, in itself, a prerequisite for exercising the Consumer's statutory rights.
If the goods do not conform to the contract, the Consumer is entitled, in accordance with applicable laws and regulations, to initially choose between having the Seller remedy the non-conformity free of charge or having the goods replaced with conforming goods free of charge, unless the chosen remedy is impossible or disproportionate.
In cases specified by applicable laws and regulations, the Consumer may also be entitled to a proportionate price reduction or termination of the contract and a refund of the amount paid for the goods.
10. Two-Year Period for Claims and Cosmetic Product Expiry Dates
In accordance with applicable laws and regulations, the Consumer has the right to make a claim regarding goods that do not conform to the contract within two years from the date of delivery.
The Consumer must submit the claim to the Seller within two months of discovering the non-conformity.
The Seller is responsible for any non-conformity that existed at the time of delivery, even if it becomes apparent only later.
This two-year period for making a claim is not the cosmetic product's expiry date, a commercial guarantee or an extension of the product's period of use.
When using a cosmetic product, the Consumer must comply with the information indicated on the product, its label or packaging, including:
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The date of minimum durability;
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The period after opening (PAO), where indicated;
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Storage temperature;
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Other instructions for use and storage.
When assessing a claim regarding the non-conformity of a cosmetic product, consideration is given to the nature of the product, its stated expiry date or period after opening, and whether the instructions for use and storage have been followed.
The fact that the law allows a claim to be made within two years does not mean that a cosmetic product with, for example, a stated shelf life of 12 months is assigned a two-year shelf life.
Changes in the properties of a product that occur only after the stated expiry date or period after opening has passed do not, in themselves, mean that the product was non-conforming at the time of delivery.
11. Product Storage and Temperature-Sensitive Products
Some Estere Nature Cosmetics products are made from plant butters, oils and other natural ingredients and may be sensitive to elevated temperatures.
Before using a product, the Consumer must familiarise themselves with the storage and usage instructions provided for that particular product.
After the Consumer has received the goods, changes in product properties caused by storage at unsuitable temperatures, exposure to direct sunlight or other inappropriate storage conditions do not, in themselves, constitute evidence that the goods were non-conforming at the time of delivery.
This provision does not limit the Consumer's statutory rights if the damage or non-conformity already existed at the time of delivery.
12. Unavailability of Ordered Products
If, after an order has been placed, it turns out that an ordered product is unavailable, the Seller will contact the Buyer and offer to:
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Agree on a different delivery date;
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Select an alternative product, subject to the Buyer's consent;
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Cancel the relevant part of the order and refund the amount paid for the unavailable product.
A product will not be replaced with another product without the Buyer's consent.
Model Withdrawal Form
Use of this form is optional. The Consumer may also exercise the right of withdrawal by sending an unequivocal statement to estere.cosmetics@gmail.com.
Complete and submit this form only if you wish to withdraw from the contract.
To:
SIA “Rozes Skaistums”
Draudzības iela 3, Skrīveri, Aizkraukle Municipality, LV-5125, Latvia
Email: estere.cosmetics@gmail.com