Returns and warranty information
For information about returning a product or making a warranty claim, please contact us by phone at +371 26076040 (WhatsApp) or email [email protected]. Below you will find information about the right of withdrawal, the additional 365-day return option, refunds and warranty claims.
Right of withdrawal
A buyer who is a consumer has the right to withdraw from a distance contract within 14 calendar days of receiving the product, without giving a reason, in accordance with applicable law.
If products in a single order are delivered separately, the period begins on the day the last product is received. To exercise your right of withdrawal, clearly inform SIA “Brūnais kastanis” of your decision to withdraw from the contract before the period expires.
The right of withdrawal is intended for consumers. It does not apply in cases exempted by law, including products made to the buyer’s individual specifications or clearly personalised. The right of withdrawal does not apply to legal entities or persons purchasing products for professional purposes, unless the applicable rules provide otherwise.
How do I request a return?
To exercise your right of withdrawal or request a product return, contact us by email at [email protected] or by phone at +371 26076040. You can also use the return request form at the bottom of this page.
Please include the following in your request:
your first and last name;
your order number;
the product name or code;
the dates of purchase and receipt of the product;
your contact details;
a clear statement that you are withdrawing from the contract.
You do not have to give a reason for withdrawing.
Sending the product back
After sending your notice of withdrawal, you must send or hand over the product to us without undue delay, and no later than 14 days after sending the notice.
The buyer bears the direct shipping costs of returning the product. At the buyer’s request, we can arrange the return ourselves. In that case, a EUR 20 handling and shipping fee will be deducted from the refund.
Before sending the product or arranging its return, please contact us to agree on the practical arrangements and the receiving location.
Condition of the product
The buyer has the right to inspect the product to the extent that would be possible in a physical store.
From the time the buyer receives the product until it is returned, the buyer is responsible for its safekeeping and proper condition. The buyer is liable for any reduction in the product’s value if it has been used more than necessary to establish its characteristics and check how it works.
If you are returning a product, we recommend keeping the original packaging and all included accessories. The product must be packaged to prevent damage during shipping.
365-day money-back guarantee
In addition to the statutory right of withdrawal, SIA “Brūnais kastanis” offers the option to return a product in good condition within 365 calendar days of receiving it, subject to the conditions below.
This option applies to customers who purchase a product as private individuals. It does not apply when the reason for the return is a defective, damaged or incorrect product. Such cases are handled separately.
Conditions for returns within 365 days:
the product must be in its original, undamaged packaging;
the product must not have been assembled or show signs of assembly;
the product must not have been damaged through the buyer’s fault;
the product must retain its original saleable appearance and functionality;
the product must include everything supplied with it;
used products cannot be returned under this additional guarantee;
the buyer bears the shipping costs of returning the product;
at the buyer’s request, we can arrange the return and deduct EUR 20 from the refund.
Refund terms
If the buyer exercises the right of withdrawal, we will refund the payments received from the buyer, including the cost of the standard initial delivery option we offered. If the buyer chose a more expensive delivery method, the additional cost will not be refunded.
The refund will be made without undue delay and no later than 14 days after we receive notice of withdrawal from the contract. We may withhold the refund until we have received the product back or the buyer has provided proof of having sent it, whichever occurs first.
Refunds are usually made by bank transfer to the account from which the payment was received, unless the parties agree otherwise. If we arrange the return, the EUR 20 fee will be deducted from the refund.
Damaged or incorrect products
If you receive a damaged, incomplete or incorrect product, please contact us as soon as possible and describe the problem. Include your order number and photos or a video clearly showing the damage.
In cases where a product does not conform to the order, the buyer’s rights are not limited by the 14-day withdrawal period. Such cases are handled in accordance with applicable law.
24-month quality warranty
Products are covered by a 24-month quality warranty. The warranty covers quality defects caused by manufacturing or shipping. Information about a specific product’s warranty may also be provided in its description or other documents related to the order.
Before assembly, we recommend carefully inspecting the product to make sure it has no visible damage. Follow the instructions during assembly, use the product for its intended purpose and maintain it properly.
The warranty does not cover damage caused by the buyer, incorrect assembly, improper use, modification of the product, normal wear and tear or unforeseen circumstances.
Making a warranty claim
If you discover a defect during the warranty period, contact us by email at [email protected]. Please provide your order number and attach photos or a video of the defect.
After receiving your claim, we will assess the situation and agree on the most appropriate solution, which may include repairing the defect, replacing a part, replacing the product or another solution in accordance with the applicable terms.
Return address and contact details
SIA “Brūnais kastanis”
Robežu iela 42–2
Rīga, LV-1004
Registration No.: 40203791462
VAT No.: LV40203791462
Email: [email protected]
Phone: +371 26076040
Before sending a product to the address above, please contact us to confirm the arrangements for receiving the shipment.