This policy explains how to return goods bought from the SIA La RONDE online shop and how we refund the amount paid. It is based on the Latvian Consumer Rights Protection Law and Cabinet Regulation No. 255 on distance contracts, which implement EU Directive 2011/83/EU.
1. Right of withdrawal
A consumer — a natural person buying goods for personal use — may withdraw from the contract within 14 days without giving any reason.
The period starts on the day you, or a third party you nominated, received the goods. Where one order contains several items delivered separately, the period starts on the day the last item was received.
2. How to notify us
To exercise the right of withdrawal, send us an unambiguous notice within 14 days. You can do this by:
- email to [email protected];
- post, using the withdrawal form at the end of this page, to Miera iela 32A-15, Rīga, LV-1001.
Please include your order number, the product name, the purchase date and the bank account for the refund. The notice counts as given in time if it is sent before the 14-day period expires.
After notifying us, please return the goods within 14 days.
3. Condition of the goods
During the withdrawal period you may handle and inspect the goods to the extent you would be able to in a shop before buying.
When returning an item, please make sure that:
- it is complete, with all accessories, manuals and documents;
- the original packaging is kept where it forms part of the value of the goods;
- the item is undamaged and shows no signs of use beyond inspection.
If the goods have been used more than necessary to establish their nature and characteristics, we may reduce the refund in proportion to the loss in value. Simply opening the packaging is not in itself a reason to refuse a refund.
4. Cost of returning the goods
The direct cost of returning the goods is borne by the customer, except where the item is faulty, does not match the contract, or was sent in error — in those cases we pay for the transport.
For bulky and heavy professional catering equipment, please agree the return with us in advance so that a suitable carrier and packaging can be arranged.
5. Refunds
We refund no later than 14 days from the day we receive the goods back, or receive proof that they have been sent.
The refund is made using the same means of payment as the original transaction, unless agreed otherwise. We also refund the delivery charge received, at the rate of the cheapest standard delivery option we offer; any extra paid for a more expensive delivery method is not refunded.
6. When the right of withdrawal does not apply
Under clause 22 of Cabinet Regulation No. 255, the right of withdrawal does not apply where:
- goods are made or adapted to the customer's individual specification — other dimensions, a different configuration, or custom branding;
- goods are liable to deteriorate or expire rapidly;
- goods are sealed for health protection or hygiene reasons and the seal was broken after delivery;
- goods have become inseparably mixed with other items after delivery;
- a service has been fully performed with the customer's express prior consent;
- digital content is supplied other than on a tangible medium.
7. Business customers
The right of withdrawal is a consumer right and does not apply to purchases made by companies or in the course of a business.
Even so, we will consider requests from businesses to return goods within 14 days of delivery, provided the goods are unused, complete and in their original packaging. Such returns must be agreed in advance and a restocking fee may apply in individual cases. Equipment made to order or built to a specification cannot be taken back.
8. Faulty or non-conforming goods
This section is not about withdrawal; it concerns the quality of the goods.
A consumer may raise a claim about a lack of conformity within two years of receiving the goods. You may first ask for free repair or replacement and, where that is impossible or is not carried out within a reasonable time, for a price reduction or for the contract to be cancelled with a refund.
Please report faults to [email protected] with the order number, a description of the fault and photographs where possible. We reply within the period set by law.
For business customers, the manufacturer's commercial warranty stated in the product documentation applies.
9. If we cannot reach agreement
If you consider that your claim has not been handled properly, you may contact the Consumer Rights Protection Centre of Latvia (Brīvības iela 55, Riga, LV-1010, www.ptac.gov.lv) or use the European Commission's online dispute resolution platform.
10. Contact details
SIA La RONDE
Registration number: 40103598208
VAT number: LV40103598208
Address: Miera iela 32A-15, Rīga, LV-1001
Email: [email protected]
Phone: +37125522233
Return request
The quickest way is to fill in a return request on the site. Give the order number, the product and the reason for the return, and we will get back to you. No account is needed.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: SIA La RONDE, Miera iela 32A-15, Rīga, LV-1001, [email protected]
I hereby give notice that I withdraw from the contract for the purchase of the following goods:
Product name and code: ______________________________
Order number: ______________________________
Ordered on: ______________ Received on: ______________
Customer name: ______________________________
Address: ______________________________
Account number for the refund: ______________________________
Date and signature: ______________________________