Right of withdrawal

Right of Withdrawal and Product Return Procedure

These terms set out the procedure by which a consumer may exercise the right of withdrawal when purchasing products from the online store of SIA GLASSDEP, as well as the procedure for returning products, inspecting them, assessing any reduction in value, and issuing refunds.

These terms apply together with the Terms of Use, Privacy Policy and Mirror Use and Care Instructions. By placing an order in the online store, the Buyer confirms that they have read these documents.

Important! SIA GLASSDEP manufactures mirrors, including mirrors made to custom dimensions, shapes, LED lighting configurations and other specifications selected by the Buyer. Before confirming the order, the Buyer must carefully check all order parameters.

1. Seller Information

SIA GLASSDEP
Registered office:
Pļavu iela 25C,
Daugavpils, LV-5422,
Latvia

Return address (prior arrangement required):
Vaļņu iela 89,
Daugavpils, LV-5401,
Latvia

Phone: +371 20070520

2. General Provisions

The right of withdrawal shall apply in accordance with the applicable laws and regulations of the Republic of Latvia, to the extent that such right is applicable to the particular product.

Before placing an order, the Customer is obliged to carefully review the product description, technical specifications, selected dimensions, package contents, lighting configuration, mounting solution, operating requirements, and any other information provided on the product page or in the related documents.

After the order has been confirmed and production has commenced, it may not always be possible to modify the order specifications without additional costs, an extension of the production period, or manufacturing a new product.

SIA GLASSDEP shall not be liable for incorrectly specified dimensions, shape, quantity, LED configuration, switch or sensor selection, installation conditions, or any other order parameters selected by the Customer.

3. Custom-Made Mirrors

The majority of mirrors offered by SIA GLASSDEP are manufactured to individual order and are not produced as standard stock items.

A custom-made product shall mean any mirror for which the dimensions, shape, type or layout of LED lighting, switches, sensors, mounting system, decorative frame, processing, installation solution, or any other technical specification has been selected according to the Customer’s instructions.

Custom-made products are manufactured exclusively for the specific order.

Where a product has been manufactured according to the consumer’s individual instructions or has been clearly personalised, the right of withdrawal may not apply in the cases provided for by applicable legislation.

The above shall not limit the Customer’s right to submit a claim regarding non-conformity of the product if a manufacturing defect is identified or the product does not correspond to the confirmed order.

4. Exercising the Right of Withdrawal

Where the right of withdrawal applies to the specific product, the Customer has the right to withdraw from the distance contract within 14 days.

The withdrawal period shall begin on the day when the Customer, or a third party designated by the Customer other than the carrier, has taken possession of the product.

To exercise the right of withdrawal, the Customer must inform SIA GLASSDEP of the decision to withdraw from the contract before the expiry of the withdrawal period by sending a clear and unequivocal notice.

The notice should preferably include:

the Customer’s full name;
the order number;
the product name;
the date the product was received;
the date of the withdrawal notice;
contact information;
bank account details for the refund, if applicable.

5. Cases Where the Right of Withdrawal Does Not Apply

The consumer may not exercise the right of withdrawal in the cases provided for by applicable legislation, including where the product has been manufactured according to the consumer’s specifications or is clearly personalised.

With regard to products manufactured by SIA GLASSDEP, this particularly applies to mirrors made:

to custom dimensions;
to a custom shape;
with LED lighting type or layout selected by the Customer;
with switches, sensors or other electrical components selected by the Customer;
with a frame, colour, finish or mounting system selected by the Customer;
according to any other technical specification approved by the Customer.

The right of withdrawal shall not apply where, after the product has been manufactured, the Customer changes their mind regarding the selected dimensions, shape, design, LED lighting type, switch type, installation location, or any other previously approved specification.

6. Customer’s Obligations Upon Receipt of the Product

Upon receiving the product, the Customer must immediately inspect both the product and its packaging. As mirrors are fragile products, a visual inspection must be carried out before installation, connection or use.

After receiving the product, the Customer should verify:

the condition of the outer packaging;
the surface of the mirror glass;
the edges and corners of the mirror;
the presence of any cracks, chips, scratches or other visible damage;
the dimensions and shape of the product;
the completeness of the package contents;
the proper operation of the LED lighting, if the product is equipped with LED lighting;
the presence of switches, sensors and any other selected components, if ordered.

If any damage to the packaging, damage to the product, non-conformity with the order or missing components are identified, the Customer must notify SIA GLASSDEP immediately and no later than 24 hours after receiving the product.

The notification should preferably include clear photographs showing the packaging, the product, the damaged area and the order identification details.

7. Product Inspection Before Installation

A product with visible damage, non-conformity or incomplete package contents must not be installed, connected or used until the matter has been resolved with SIA GLASSDEP.

By installing or beginning to use the product, the Customer confirms that the product was inspected before installation and that its visual condition, dimensions and completeness were satisfactory.

If the product has been installed, connected or used, SIA GLASSDEP shall be entitled to consider that the Customer accepted the product in the condition in which it was received, except in the case of hidden manufacturing defects that could not reasonably have been detected prior to installation.

Once the protective packaging has been removed or the product has been installed or used, it may no longer be possible to objectively determine whether any mechanical damage occurred during transportation, installation or use. In such cases, SIA GLASSDEP reserves the right to request additional evidence and to reject the claim if the origin of the damage cannot be objectively established.

8. Transportation Damage

Any transportation damage must be documented immediately upon receipt of the product. If the damage is visible at the time of delivery, the Customer is advised to record it on the delivery documents or notify the carrier, where possible.

The Customer must notify SIA GLASSDEP of any suspected transportation damage without undue delay and no later than 24 hours after receiving the product.

If the Customer has failed to inspect the product upon receipt, has removed the protective packaging, installed the product or started using it, SIA GLASSDEP may no longer be able to objectively assess whether the damage occurred during transportation.

9. Improper Installation, Connection and Use

SIA GLASSDEP shall not be liable for damage resulting from improper installation, unsuitable mounting hardware, insufficient wall load-bearing capacity, actions of third parties or improper use of the product.

If the mirror is equipped with LED lighting or other electrical components, the Customer must ensure that the electrical installation is suitable and that the product is connected safely. SIA GLASSDEP shall not be liable for damage caused by unqualified, improper or unsafe electrical installation.

Damage occurring during installation, drilling, the selection of mounting hardware, wall defects, impact, pressure applied to the glass surface or other external factors shall not be considered manufacturing defects.

10. Care and Cleaning

The mirror must be maintained in accordance with the Mirror Use and Care Instructions. The Customer must use only cleaning products intended for mirrors and avoid aggressive, abrasive or otherwise unsuitable chemical cleaning agents.

The following shall not be considered manufacturing defects:

damage caused by the use of aggressive cleaning agents;
damage caused by the use of abrasive materials;
damage resulting from cleaning liquid running onto the edges of the mirror or the rear protective coating;
damage caused by prolonged exposure to moisture;
damage caused by inadequate ventilation;
damage resulting from improper use or maintenance;
damage caused by mechanical impact, pressure or scratches.

If the product has been damaged as a result of improper care or use, SIA GLASSDEP reserves the right to reject the claim or reduce the amount of the refund where the right of withdrawal is applicable in the specific case.

11. Mirror Edge Corrosion and the Effects of Moisture

The mirror coating is sensitive to improper cleaning, prolonged exposure to moisture and the use of chemically unsuitable cleaning agents, particularly along the mirror edges and the lower section of the mirror.

Corrosion, oxidation, deterioration of the coating, dark spots or similar changes resulting from improper maintenance, aggressive cleaning agents, moisture accumulation, inadequate ventilation, improper installation or improper use shall not be considered manufacturing defects.

The Customer is responsible for maintaining the condition of the mirror after the product has been received, installed and put into use.

12. LED Lighting and Electrical Components

Mirrors equipped with LED lighting must have their electrical components used solely for their intended purpose and in accordance with applicable electrical safety requirements.

SIA GLASSDEP shall not be liable for damage to LED lighting, switches, sensors or other electrical components where such damage results from:

improper electrical installation;
incorrect electrical connection;
voltage fluctuations;
moisture ingress;
modifications or repairs carried out by third parties;
use under unsuitable operating conditions.

If the Customer or any third party modifies the product’s construction, electrical components, mounting system or connection method without authorisation, SIA GLASSDEP reserves the right to reject any warranty, non-conformity or withdrawal claim to the extent that the damage is related to such modifications.

13. Manufacturing Tolerances and Product Characteristics

The manufacture of mirrors may involve permissible production tolerances and manufacturing characteristics that do not affect the intended use, safety or essential functionality of the product.

The following shall not be regarded as product defects or non-conformities:

minor dimensional tolerances within the manufacturing process;
technical characteristics of the glass, edge finishing or mounting system;
visual differences in LED lighting caused by room lighting, wall colour or installation conditions;
minor variations in the colour or texture of decorative frames;
construction features resulting from the selected mirror model or configuration;
differences resulting from the Customer’s selected specifications, installation location or room characteristics.

If the Customer has specific requirements regarding dimensional accuracy, LED colour temperature, installation method, frame colour or any other technical details, such requirements must be specified and agreed upon before the order is confirmed.

14. Reduction in the Value of the Product

When exercising the right of withdrawal, the Customer shall be liable for any reduction in the value of the product resulting from handling the product in a manner other than that necessary to establish its nature, characteristics and functioning.

A reduction in the value of the product may include, but is not limited to:

scratches, cracks, chips or other mechanical damage;
damaged or missing packaging where this affects the safe transportation or resale of the product;
damage caused by installation, drilling, mounting hardware or electrical connection;
damage caused by cleaning agents, moisture or chemicals;
damage to LED lighting or electrical components resulting from improper connection or use;
unauthorised modification of the product’s construction, mounting system or electrical components;
any other damage occurring after the product has been delivered to the Customer.

Where a reduction in the value of the product is identified, SIA GLASSDEP reserves the right to reduce the refund amount proportionally to the established reduction in value.

15. Product Return Procedure

Where the right of withdrawal applies to the particular product, the Customer must return or send the product back to SIA GLASSDEP without undue delay and no later than 14 days from the date on which the withdrawal notice was submitted.

The product must be returned to: Vaļņu iela 89, Daugavpils, LV-5401, Latvia, after prior arrangement of the return with SIA GLASSDEP.

When returning the product, the Customer must ensure that it is securely packaged in a manner appropriate to its nature. Mirrors must be packed so as to prevent damage during transportation.

The Customer shall be responsible for any damage occurring during return transportation as a result of inadequate packaging or improper shipment.

The Customer shall bear the direct costs of returning the product, unless SIA GLASSDEP has expressly agreed to cover such costs or applicable law provides otherwise.

16. Inspection of the Product After Return

Upon receipt of the returned product, SIA GLASSDEP reserves the right to inspect its condition, completeness, visible damage, signs of use, the functionality of the LED lighting and electrical components, as well as its compliance with the Mirror Use and Care Instructions.

Where necessary, SIA GLASSDEP reserves the right to carry out a technical inspection or request additional information, photographs, explanations or other evidence regarding the circumstances in which the damage occurred.

If it is established that the product has been used improperly, damaged, installed, modified, cleaned using unsuitable cleaning agents or has otherwise lost value as a result of the Customer’s actions or omissions, SIA GLASSDEP reserves the right to reduce the refund amount or reject the claim in the cases provided for by applicable law.

17. Refunds

Where the right of withdrawal applies and the returned product is in an appropriate condition, SIA GLASSDEP shall reimburse all payments received from the Customer in accordance with the applicable legal requirements.

SIA GLASSDEP reserves the right to withhold the refund until the returned product has been received and its condition has been inspected.

The refund shall be made using the same method of payment that the Customer used for the original transaction, unless otherwise agreed by the parties.

If a reduction in the value of the product is established, SIA GLASSDEP reserves the right to reduce the refund amount proportionally to the established reduction in value.

18. Complaints and Claims

Complaints regarding product quality, non-conformity, transportation damage or the exercise of the right of withdrawal may be submitted to SIA GLASSDEP using the contact form available in the online store or by calling +371 20070520.

When submitting a complaint or claim, the Customer should provide the order number, the date of receipt of the product, a description of the damage or non-conformity, and, where possible, attach photographs or other supporting evidence.

SIA GLASSDEP shall examine each complaint on its merits and provide a response in accordance with the applicable legal requirements.

If a dispute cannot be resolved by mutual agreement, the consumer shall have the right to use the out-of-court dispute resolution procedures provided for under the laws and regulations of the Republic of Latvia.

19. Related Documents

By placing an order in the SIA GLASSDEP online store, the Customer confirms that they have read and agree to the following documents:

Right of withdrawal