14-Day Return Policy

Returns and Right of Withdrawal

If a purchased product does not meet your expectations, you, as a consumer, have the right to withdraw from a distance contract within 14 days without giving any reason, except in cases specified by applicable law.

1. How to Return a Product: Four Simple Steps

1. Submit a withdrawal notice.
   Within 14 days of receiving your product, complete our electronic withdrawal form or send an unequivocal statement of your decision to withdraw from the purchase to sales@helmand.lv.

   Please include your order number, full name, and details of the product you wish to return.

2. Receive confirmation.
   We will acknowledge receipt of your withdrawal notice and, if necessary, provide additional information about returning the product.

   Our prior approval is not required to exercise your right of withdrawal. The withdrawal deadline is met if you send your notice before the withdrawal period expires.

3. Return the product.
   You must send or deliver the product to the following return address without undue delay and no later than 14 days after notifying us of your decision to withdraw:
   SIA "Helmand Baltics"
   Sporta iela 5
   Limbaži, LV-4001
   Latvia
   Phone: +371 29193493

   You may return the product using a courier service of your choice or deliver it to the specified address after arranging a suitable delivery time with us.

   Please include your order number so that we can identify the returned product.

   We recommend using a tracked shipping service and keeping proof of shipment.

4. Receive your refund.
   Refunds are processed without undue delay and no later than 14 days after we receive your withdrawal notice.

   We may withhold the refund until we have received the returned product or until you have provided evidence that you have sent it back, whichever occurs first.

   Refunds are made using the same means of payment that you used for the original transaction, unless you have expressly agreed to a different refund method.

   You will not incur any additional fees as a result of the refund.

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2. Cancelling an Order Before Delivery

If you wish to cancel an order that has not yet been delivered, please contact us as soon as possible at sales@helmand.lv and provide your order number.

If your order has not yet been dispatched, we will stop processing it and refund the payment received.

If your order has already been dispatched, you may still exercise your statutory right of withdrawal. If the product has been delivered, it must be returned in accordance with these terms.

Payments for cancelled orders will be refunded without undue delay and no later than 14 days after receipt of the withdrawal notice, using the same means of payment as the original transaction, unless another legally permitted arrangement has been agreed upon.

3. Who Is Eligible for the 14-Day Right of Withdrawal?

The statutory 14-day right of withdrawal applies to consumers — natural persons purchasing products for purposes unrelated to their trade, business, craft, or profession.

Legal entities, including companies, are not entitled to the statutory 14-day right of withdrawal. Returns of non-defective products purchased by legal entities are possible only by individual agreement with the seller.

This restriction does not affect buyers' rights concerning defective products or products that do not conform to the terms of the contract.

Consumers may exercise their right of withdrawal within 14 calendar days of receiving the product.

If multiple products from the same order are delivered separately, the withdrawal period begins on the day the last product is received.

4. Return Shipping Costs

When exercising the 14-day right of withdrawal for a non-defective product, the buyer is responsible for the direct cost of returning the product.

If the product received is damaged, incorrect, or does not conform to the contract, the seller will cover the necessary transport costs associated with resolving a justified complaint, in accordance with applicable law.

If a product cannot be returned by ordinary post due to its size or characteristics, information about the applicable return costs must be provided before the order is placed.

5. Refund Policy

When exercising the right of withdrawal, the consumer will receive a refund of the amount paid for the returned product.

If the consumer withdraws from the entire order, the original standard delivery costs will also be refunded.

If the buyer selected a delivery method more expensive than the least expensive standard delivery method offered by the seller, the additional delivery cost will not be refunded.

Refunds are made using the same means of payment that the customer used for the original transaction.

If the payment was made by credit or debit card, the refund will be issued to the original payment card through the payment service provider.

If the consumer expressly agrees to another refund method, it may be used provided that the consumer does not incur any additional fees.

Refunds will be processed without undue delay and no later than 14 days after receiving the withdrawal notice.

If the product has already been delivered and we have not offered to collect it ourselves, we may withhold the refund until we receive the returned product or proof that it has been sent back, whichever occurs first.

6. Product Inspection and Packaging

Consumers have the right to inspect purchased products to the extent necessary to establish their nature, characteristics, and functionality.

Product inspection should be limited to what would normally be possible when examining a product in a physical retail store.

If a product has been handled or used beyond what is necessary for inspection, the consumer may be responsible for any resulting reduction in the product's value.

We recommend keeping the original packaging, all accessories, and included components, and securely packaging the product for return to prevent damage during transport.

Missing or damaged original packaging does not, by itself, constitute grounds for refusing a consumer's statutory right of withdrawal.

However, consumers may be liable for any reduction in the product's value resulting from handling beyond what is necessary to establish its nature, characteristics, and functionality.

7. Exceptions to the Right of Withdrawal

In accordance with Paragraph 22 of Cabinet of Ministers Regulation No. 255 of 20 May 2014, "Regulations Regarding Distance Contracts", the right of withdrawal does not apply in certain circumstances, including:

• Products manufactured according to the consumer's individual specifications or clearly personalised products.
• Products that are liable to deteriorate or expire rapidly.
• Sealed products that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery.
• Products that, after delivery, become inseparably mixed with other items due to their nature.
• Sealed audio recordings, video recordings, or computer software that have been unsealed by the consumer after delivery.
• Products or services whose prices depend on fluctuations in financial markets that the seller cannot control and that may occur during the withdrawal period.
• Digital content not supplied on a tangible medium, where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal will be lost, subject to the other applicable legal requirements.

Additional exceptions to the right of withdrawal are established by applicable legislation. Whether a specific exception applies to a product is assessed individually.

8. Defective or Incorrect Products

If the product you received is defective or does not match your order, please contact us at sales@helmand.lv.

Please provide your order number, a description of the problem, and, if possible, photographs showing the defect or discrepancy.

Consumers' statutory rights to make claims regarding products that do not conform to the contract are not limited by the 14-day withdrawal period.

In such cases, the relevant consumer protection legislation and procedures for handling complaints will apply.

9. Withdrawal Form

To exercise your right of withdrawal, we recommend using our electronic withdrawal form.

You may also exercise your right of withdrawal by sending any other unequivocal statement of your decision, for example by email to sales@helmand.lv.

If you prefer not to use the electronic form, you may use the model withdrawal form provided below.

The completed form may be sent by email to sales@helmand.lv or by post to the company's address provided above.

10. Seller's Contact Information

SIA "Helmand Baltics"
Company Registration No.: 40203461605
Sporta iela 5
Limbaži, LV-4001
Latvia
Phone: +371 29193493
Email: sales@helmand.lv

These terms have been prepared in accordance with the Consumer Rights Protection Law of the Republic of Latvia and Cabinet of Ministers Regulation No. 255, "Regulations Regarding Distance Contracts", without restricting any mandatory consumer rights under applicable law.