Refund and Returns Policy

1. General

These terms set out how a consumer may withdraw from a distance contract (an online purchase or service contract) and return goods purchased on the website dzenumuiza.lv, operated by MANTO SIA (Reg. No. 40203711113, Īvāni, Liezēres pag., Madonas nov., LV-4884, Latvia). These terms are based on Latvia’s Consumer Rights Protection Law and Cabinet Regulation No. 255 of 20 May 2014 “Regulations on Distance Contracts”, implementing Directive 2011/83/EU of the European Parliament and of the Council.

2. Right of withdrawal

If you are a consumer (a natural person acquiring goods or services for purposes outside their trade, business or profession), you have the right to withdraw from the contract within 14 calendar days of receiving the goods, without giving any reason. To exercise this right, please notify us of your decision in an unambiguous statement (e.g. by email to info@dzenumuiza.lv or by phone at +371 26155109), stating your order number and your wish to withdraw.

3. Returning goods

After notifying us of withdrawal, goods must be sent back no later than 14 days later, in their original packaging, unused and complete, as far as reasonably possible. The direct cost of returning goods is borne by the consumer, unless otherwise agreed. We will refund the payment received no later than 14 days after we receive the returned goods, or proof that they have been sent back, using the same means of payment used for the original transaction, unless otherwise agreed.

4. Exceptions to the right of withdrawal

Under applicable law, the right of withdrawal does not apply to:

• service contracts that have been fully performed, where performance began with your prior express consent and acknowledgement that you would lose the right of withdrawal once the contract was fully performed (for example, tours or consultations that have already taken place);
• the provision of accommodation, other than for residential purposes, and services related to leisure activities, if the contract provides for a specific date or period of performance – this applies to accommodation bookings, tours, events and other activities tied to a set date;
• goods made to the consumer’s specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly – this may apply to certain live plants; any such exception is stated in the relevant product description in the online shop;
• sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery.

If you are unsure whether the right of withdrawal applies to a particular product or service, please contact us before placing your order.

5. Conformity (statutory guarantee)

In addition to the right of withdrawal, you have statutory rights to goods that conform to the contract. If the goods delivered do not conform, you are entitled to request free repair, replacement, a price reduction, or termination of the contract, in accordance with Latvia’s Consumer Rights Protection Law. Please notify us of any non-conformity as soon as possible, and in any event within two months of discovering it.

6. Refunds

All refunds are made to the same payment account or method used for the original purchase, unless otherwise agreed with you in writing. Delivery costs (if any) are refunded only up to the amount of the standard (cheapest) delivery option offered.

7. Dispute resolution

If a dispute arises, please contact us first using the details below. If no agreement is reached, you have the right to contact the Consumer Rights Protection Centre of Latvia (PTAC, www.ptac.gov.lv) or use the European Union’s Online Dispute Resolution platform (ec.europa.eu/consumers/odr).

8. Contact details

MANTO SIA, Reg. No. 40203711113
Email: info@dzenumuiza.lv
Phone: +371 26155109
Address: Īvāni, Liezēres pag., Madonas nov., LV-4884, Latvia