Terms and Conditions of Goods Purchase-Sale
1. General Terms and Conditions
1.1. These terms and conditions set out the rules for using the online store www.karumsveikals.lv (hereinafter referred to as the Online Store) and the terms and conditions for the purchase-sale of goods (hereinafter referred to as the Terms and Conditions).
1.2. The Online Store is an online retail platform where “Kārums” brand products (hereinafter referred to as Goods) are sold.
1.3. The seller and owner of the Online Store is AS “RĪGAS PIENA KOMBINĀTS”, reg. No. 40003017441, legal and actual address: Bauskas iela 180, Riga, LV-1004 (hereinafter referred to as the Seller).
1.4. Buyers of the Online Store can be both natural and legal persons. In order for a natural person to purchase Goods in the Online Store, they must be at least 18 years old to enter into contractual relations with the Seller, or the order must be placed through their parents or legal representatives.
1.5. Before each order of Goods, the Buyer must familiarize themselves with the Terms and the Privacy and Cookie Policy. By placing an order, the Buyer confirms their agreement to the aforementioned terms.
1.6. By placing an order, the Buyer confirms that they have read, understood, and agree to the Terms, as well as that they have no legal or factual obstacles to shopping in the Online Store and using its offered services. If the Buyer does not agree to the Terms, they cannot shop in the Online Store.
1.7. From the moment the Buyer places an order, it is considered that a distance contract has been concluded between the Seller and the Buyer in accordance with the Terms. For Buyers who are natural persons and consumers within the meaning of the Consumer Rights Protection Law, the provisions of the Consumer Rights Protection Law and Cabinet Regulation No. 255 “Regulations on Distance Contracts” regarding distance contracts apply.
2. Order Placement and Payment Procedure
2.1. To purchase Goods in the Online Store, the Buyer must fill in information about themselves necessary for order processing and delivery.
2.2. The Buyer pays for the Goods by any of the prepayment cashless payment methods offered by the Online Store. The Buyer can pay for the Goods using the payment tools integrated into the Online Store or by paying the invoice prepared by the Seller and sent to the Buyer by email. If the Buyer's bank charges a commission for payment processing, it is covered by the Buyer.
2.3. The prices of Goods in the Online Store are indicated in euros and include value added tax (VAT).
2.4. Goods are sold to the Buyer at the prices valid at the time of order creation.
2.5. After payment for the Goods, the Online Store sends the Buyer an order confirmation and a supporting document - an electronically prepared invoice - to the email address provided by the Buyer. The Seller's invoice is prepared electronically and is valid without a signature.
2.6. The order of Goods is considered completed when payment for the Goods has been received in the Seller's account, after which the Buyer receives an order confirmation.
2.7. The quantity of Goods available in the Online Store is limited. If the Buyer wishes to purchase a quantity exceeding the available amount, they must contact the Seller to agree on the possibility of delivering the required quantity of Goods.
2.8. The Online Store reserves the right to limit purchases that have wholesale characteristics. The Online Store has the right to refuse to fulfill the Buyer's order, informing the Buyer, if the Buyer orders goods in an unusually large quantity (regardless of whether the products are ordered in one or several short-term orders) or if the order(s), at the Seller's discretion, contain other wholesale characteristics.
2.9. After submitting the order and receiving confirmation, the Buyer can no longer make changes to the order. The Buyer has the right to cancel the order by sending a relevant request to the Seller at the email address specified in these Terms - in the withdrawal form, indicating the number of the order to be canceled.
2.10. If, due to any circumstances, the Goods ordered by the Buyer are not available, the Seller immediately informs the Buyer and agrees on a later delivery time or refunds the Buyer the amount paid for the unavailable Goods.
2.11. In the event of order cancellation, the amount paid for the Goods is refunded to the Buyer in accordance with clause 5.6 of the Terms.
3. Delivery Terms
3.1. The Seller ensures delivery of the Goods within 20 days after receiving payment for the Goods.
3.2. Delivery is carried out within the territory of Latvia. Delivery outside Latvia and its costs are agreed with the Buyer individually.
3.3. For delivery, the Seller uses parcel machine services. Delivery prices are indicated when placing the order, and the Buyer selects the delivery service from the types offered by the Online Store.
3.4. The Seller is responsible for the packaging of the Goods. The Goods are packed in packaging suitable for their transportation.
3.5. After the Goods are handed over to the parcel service provider, responsibility for the loss or damage of the Goods lies with the delivery service provider. The Seller is not responsible for delivery delays if they are caused by the fault of the delivery service provider; however, the Seller takes all reasonable and Seller-dependent actions to ensure timely and safe delivery of the Goods to the Buyer.
3.6. The Buyer undertakes to accept (collect from the parcel machine) the ordered Goods within the term specified by the delivery service provider, i.e., within the storage period of the order package, which is communicated to the Buyer by SMS or otherwise.
3.7. If the Buyer does not collect the Goods from the parcel machine within the specified period, the Goods are returned to the Seller and the order is canceled, but the Buyer is refunded the amount paid for the Goods (with the delivery service fee deducted).
3.8. From the moment the Goods are handed over to the delivery service provider, about which the Buyer is informed, all communication regarding delivery delays and other issues is carried out between the Buyer and the delivery service provider.
3.9. The Seller is released from liability for non-delivery or delay in delivery of the Goods if such a circumstance has arisen due to the Buyer's fault or other circumstances beyond the Seller's control, including, but not limited to, cases where the Buyer has provided incorrect or incomplete delivery information or delivery has not taken place due to force majeure or the Buyer has not collected the shipment.
4. Acceptance of Goods, Withdrawal and Claims Procedure
4.1. The Buyer checks the compliance of the Goods with the order and the accompanying document in terms of quantity, type, and quality, as well as the presence of visually detectable defects, at the time of delivery and, upon finding discrepancies, submits claims to the Seller within 24 hours of receiving the Goods. The claim must be accompanied by supporting documents and/or photographs.
4.2. If hidden defects are discovered in the Goods that could not be detected at the time of delivery, the Buyer notifies the Seller of them without delay (within 24 hours).
4.3. Notifications of non-compliance of Goods or orders are submitted by the Buyer to the Seller via email, writing to the email address specified in these Terms - in the withdrawal form.
4.4. The Buyer (only a natural person – consumer) has the right to exercise the statutory right of withdrawal. The right of withdrawal provides the right to return the Goods (the entire order or only part of it, individual Goods) within 14 calendar days from the date of receiving the Goods by sending the Seller a withdrawal form, which is located at the end of these Terms. The Seller can send the withdrawal form to the Buyer by email upon the Buyer's request.
4.5. The Buyer is obliged to return the Goods to the Seller within 14 days after sending the withdrawal application to the Seller. The Buyer bears the costs associated with sending the Goods back to the Seller.
4.6. The Seller refunds the Buyer the payment made for the withdrawn Goods within 14 days from the date of receipt of the withdrawal form. The Seller does not refund the Buyer an amount exceeding the Seller's standard delivery costs.
4.7. To exercise the right of withdrawal, the Buyer must take into account that the Goods must be unused. The Buyer has the right to use the Goods only to the extent necessary to ascertain their properties and type, as well as to check them. The Buyer is responsible for any decrease in the value of the Goods or their insufficiently careful use if the Goods have been used during the withdrawal period beyond what is necessary to ascertain their properties and type. If this is established, the Seller may not approve the Buyer's right of withdrawal.
4.8. The right of withdrawal does not apply to Goods from the Online Store that cannot be returned for health and hygiene reasons (for example, underwear, socks, etc.).
4.9. The returned Goods must be in their original packaging or otherwise properly and carefully packed, clean, and without signs indicating that they have been used beyond the limits necessary to determine whether they are suitable for the Buyer, as specified in these Terms above.
5. Communication and Complaint Procedure
5.1. All notifications and complaints are submitted by the Buyer to the Seller electronically by email or by post.
5.2. The Seller reviews the Buyer's application within 5 business days and provides a response, if requested or necessary, to the same address (email or post) from which the Buyer's application was received.
5.3. Upon receiving the Buyer's complaint about a defective or non-compliant Good and, after evaluating the submitted evidence, if the complaint is found to be justified, the Seller, taking into account their possibilities and the principle of proportionality, implements one of the following complaint resolution methods:
a) refunds the Buyer the amount paid for the Good in accordance with the procedure specified in these Terms for refunds;
b) replaces the Good, delivering another (the same or equivalent) Good at their own expense and receiving the non-compliant Good back from the Buyer.
5.4. The Seller implements the above-mentioned compensation within the period calculated from the date of receipt of the Buyer's notification of the chosen compensation method.
5.5. If the non-compliance of the Goods with the contract terms is insignificant and does not significantly affect the Buyer's ability to use the Goods (if the non-compliance does not reduce the usability or quality of the Goods), the Buyer cannot request a refund for the Goods but may request a replacement.
5.6. In cases provided for in these Terms, when a refund to the Buyer is stipulated and no term is specified, the refund is made within 14 days from the moment the right to a refund is confirmed by the Seller. If there are holidays within the specified period, the refund period may be proportionally extended. The refund is made using the same payment method as used by the Buyer when paying for the order, except in cases where the Buyer has expressly agreed to another payment method.
6. Final Provisions
6.1. The laws and regulations of the Republic of Latvia apply to the Terms and contractual relations between the Buyer and the Seller.
6.2. If any provision of these Terms is found to be inconsistent with regulatory enactments or becomes invalid, it does not affect the validity of the remaining provisions of the Terms.
6.3. The Buyer and the Seller undertake not to make any claims against each other in the event of force majeure circumstances, such as a pandemic, fire, accident, natural disasters, strikes, warfare, decisions of competent state institutions that directly affect the performance of contractual obligations and whose occurrence the affected party could not have foreseen or prevented by reasonable means. Upon the occurrence of such circumstances, as soon as possible, an informative notice is posted on the Online Store and/or the Buyer is informed personally.
6.4. The Seller has the right to unilaterally amend, correct, or supplement the Terms. The Buyer is bound by the Terms that are in force at the time of order submission and are published on the Online Store website.
6.5. For communication with the Seller, please use the following details:
Addressee: AS “Rīgas piena kombināts”, Bauskas iela 180, Riga, LV-1004, Latvia
For electronic communication, please use the “Contacts” section.