Palautuskäytäntö
Right of withdrawal
1. The Buyer has the right to reject the product within 14 calendar days from the moment of receipt of the Product by sending a letter of rejection to the Seller. The cancellation letter form is sent by the Seller to the Buyer at hello@therapyofflowers.com at the Buyer's request.
2. The buyer is obliged to return the product to the seller within 7 days after sending the letter of refusal. The product must be returned to the Seller to the following address: Lāčplēša street 9-11, Riga, LV-1010, Latvia. All expenses incurred in connection with sending the goods back to the Seller shall be borne by the Buyer.
3. The buyer cannot use the right of refusal if: the seed package is damaged, stored in inappropriate conditions (e.g. moisture, direct sunlight). the ordered goods are made directly for the Buyer according to an individual order. there are no accompanying documents confirming the specific purchase In case of complaints, please send an e-mail to: hello@therapyofflowers.com Also, SIA Therapy of Flowers reserves the right to refuse the registration of a new order, not to confirm the order placed or to block an existing user.
4. The buyer is responsible for maintaining the quality and safety of the product during the period of exercising the right of withdrawal. The Seller reserves the right to refuse the Buyer to exercise the right of withdrawal or to withhold a compensation fee in case the product is damaged, by careless handling of the product during use or opening, or by not following the instructions in the manual, if the product's original packaging is lost or if its packaging is significantly damaged.
5. If the Buyer has followed all the rules and the refusal is confirmed after returning the product, the Buyer receives the value of the order amount back to his account within 2-7 working days.
6. According to Article 12 of the Consumer Rights Protection Law of the Republic of Latvia, the Buyer can exercise the right of withdrawal and unilaterally withdraw from the distance contract and return the product purchased via the Internet to the Company.
7. The sixth part of Article 12 of the Consumer Rights Protection Law of the Republic of Latvia states that “the consumer is responsible for maintaining the quality and safety of the product during the period of exercising the right of withdrawal”. The company reserves the right to refuse the Buyer to exercise the right of withdrawal or to withhold a compensation fee in case the product is damaged, careless handling of the product during use or failure to follow the instructions, if the product’s original packaging is lost or if its packaging is significantly damaged. The returned product must not be used, it must be in the original packaging and the packaging and labeling must not be damaged. The item to be returned must be free of blemishes of any kind.
Dispute Resolution Procedure for E-commerce Store
1. The purpose of this Dispute Resolution Procedure is to provide a fair, efficient, and transparent process for resolving disputes between our customers and the e-commerce store.
2. Customers can submit a dispute by contacting our customer support team via email at [customer support email] or through the online contact form available on our website.
3. Acknowledgment of Dispute
Upon receiving a dispute, we will acknowledge the receipt of the complaint within 5 working days and provide an estimated timeframe for resolution.
4. Investigation
We will conduct a thorough investigation into the dispute, considering all relevant information and documentation provided by the customer. This process may involve communication with the customer to gather additional details.
5. Resolution Proposal
Based on the investigation, we will propose a resolution to the customer. This proposal will be communicated in writing, outlining the steps to be taken to resolve the dispute.
6. Customer Response
The customer has a specified timeframe (usually 7 days) to respond to the resolution proposal. If the customer accepts the proposed resolution, the necessary actions will be taken immediately.
7. Mediation/Arbitration
If the customer rejects the proposed resolution, both parties may agree to mediation or arbitration by a neutral third party. Mediation or arbitration proceedings will be conducted in accordance with Terms and Conditions.
8. Final Decision
The decision reached through mediation or arbitration will be final and binding on both parties. Any agreements made as a result of the mediation or arbitration will be implemented promptly.
9. Follow-up
After the resolution is implemented, our customer support team will follow up with the customer to ensure their satisfaction and address any further concerns if necessary.
10. Documentation
All steps of the dispute resolution process, including correspondence, investigation findings, and resolutions, will be documented for record-keeping and reference purposes.
11. Contact Information
For any questions or assistance regarding the dispute resolution process, customers can contact our customer support team at:
Email: hello@therapyoflowers.com
Phone: +371 26298742
These dispute resolution procedures are considered effective upon the customer's use of our e-commerce store services and may be updated or modified as necessary. Customers will be notified of any changes through our website or other appropriate means.
