Product returns

Submit your notice online

Use “Withdraw from the contract”, enter your name, order details and email address, then review the details and choose “Confirm withdrawal”. A receipt including the notice, date and time is sent to your email. You can still notify us by email or on paper.

When does the right of withdrawal apply?

The right of withdrawal applies to a natural person who has purchased a product online for purposes unrelated to their business or professional activity. The withdrawal period starts on the calendar day following receipt of the product.

The product does not have to be defective. The right may also be used when the product is unsuitable, unwanted or does not fit the intended interior.

How to notify us

Send an unequivocal notice of withdrawal to veikals@i-light.lv. Use of a specific withdrawal form is not mandatory.

To help us identify the order quickly, please include:

• your full name;
• the order number and delivery date;
• the name and quantity of the product being returned;
• your telephone number or email address.

Send withdrawal notice

Returning the product

The product must be dispatched or delivered no later than 14 days after sending the withdrawal notice:

The buyer bears all direct costs of returning a non-defective product that conforms to the contract. The product may also be returned free of charge to our physical store.

If the product cannot normally be returned by parcel locker or post because of its size or characteristics, the estimated return cost within Latvia may be up to approximately EUR 50.

Condition of the product

The buyer may inspect and test the product only to the extent normally possible in a physical store. The product must be returned complete and safely packed for transport.

The absence of the original packaging does not by itself remove the right of withdrawal. However, the buyer is responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Installation marks, shortened wires, scratches, missing components or other damage may be taken into account when assessing diminished value.

Refunds

If the entire order is returned, we will refund the price paid for the products and the original delivery costs up to the price of the least expensive standard delivery method offered and applicable to that order.

Additional costs resulting from a more expensive delivery method selected by the buyer and the cost of returning the product are not refunded.

The refund will be made using the original payment method without undue delay and no later than 14 days after receiving the withdrawal notice. We may withhold the refund until we have received the product or evidence that it has been dispatched.

Exceptions

The right of withdrawal does not apply to products made, modified or cut according to the buyer’s individual instructions, including LED strips, profiles or cables cut to a specifically requested length.

A standard catalogue product does not become custom-made just because we order it from a supplier.

The statutory 14-day right of withdrawal does not apply to purchases made by legal entities or to non-defective products purchased in the physical store.

Defective, incorrect or non-conforming products

If the product arrives damaged, is incorrect or does not match its description, or a possible defect appears later, email veikals@i-light.lv. Include information identifying the purchase, a description of the problem and when it was discovered. Please attach photographs where possible.

If the product does not conform to the contract and the seller is responsible for that lack of conformity, we arrange and pay for the necessary transport for repair or replacement. If the contract is terminated because of that lack of conformity in accordance with the law, we also cover the return costs. Please contact us before dispatch to agree on the transport method; lack of prior agreement does not in itself remove your statutory rights.

Product assessment and possible additional costs

To establish the cause of damage, we may ask you to provide the product for assessment and, where necessary, involve a qualified specialist. We assess claims in accordance with the statutory rules on the burden of proof and provide the findings and reasons for our decision in writing.

If the evidence establishes that damage occurred after delivery because of the buyer’s actions, such as improper use, incorrect installation or deliberate damage, a claim for a free remedy for that damage may be rejected. This does not apply where the cause is a defect for which the seller is responsible, including incomplete or incorrect installation instructions or incorrect installation for which the seller is responsible.

Any separately requested paid diagnosis, specialist service or repair requires prior written agreement on the scope and price, or how the price is calculated, and your express consent. Such paid services exclude assessment of a statutory claim that the seller is legally required to undertake. Agreeing to a paid service is not a condition for accepting and assessing a claim. Rejection of a claim does not by itself make you liable for assessment costs.

Where deliberate deception and resulting loss to the seller are established, the seller may seek compensation for documented losses through the procedures provided by law, including necessary and reasonable specialist costs where there is a legal basis in the particular case. The seller must substantiate the deception, the amount of the loss and the causal connection. Your right to challenge the decision and use the statutory dispute resolution procedures remains unaffected.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract. A clear email notice is also sufficient.

To: SIA “i-Light.lv”, Brīvības gatve 195, Rīga, LV-1039, Latvija; veikals@i-light.lv.

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods: