1. General provisions
These rules apply to returns, withdrawal from distance contracts, defects and lack of conformity. Mandatory consumer rights prevail over any conflicting provision.
2. Personalised products
Products made to the customer’s specifications or clearly personalised with custom text, a logo, image, design, colour combination, size or other individual parameters are excluded from the standard 14-day right of withdrawal without giving a reason.
3. Standard non-personalised products
For a standard product, a consumer may withdraw from the distance contract within 14 days from receiving the product, unless a statutory exception applies.
To exercise the right of withdrawal, the consumer must send an unequivocal statement before the deadline to info@ledframes.eu. The product must be returned without undue delay and no later than 14 days after communicating the withdrawal.
4. Condition of returned products
The customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning. The customer is responsible for any diminished value resulting from handling beyond what is necessary for that inspection.
5. Return delivery costs for withdrawal
When exercising the 14-day right of withdrawal for a standard non-personalised product, the customer bears the direct cost of returning the product unless the Seller has agreed in writing to cover that cost.
6. Refunds
LEDFRAMES will initiate the refund using the original payment method, unless otherwise agreed, without undue delay and no later than 14 calendar days after receiving the withdrawal statement or any other deadline required by applicable law. Where permitted by law, the Seller may withhold the refund until the product has been received or the customer provides evidence that it has been sent back.
After the refund has been initiated, the actual crediting of funds to the customer’s account may take up to 15 business days depending on the bank, payment system and payment method. This banking period does not extend the statutory deadline within which the Seller must initiate the refund.
7. Statutory rights in the event of lack of conformity
The consumer may submit a claim for lack of conformity within two years from delivery. The Seller should be notified no later than two months after the lack of conformity is discovered where that deadline applies under Latvian law.
8. What may constitute lack of conformity
Lack of conformity may include a manufacturing defect, damage before delivery, missing agreed functions, a material difference from the confirmed design, delivery of the wrong product or quantity, or failure to provide the safety and durability a consumer may reasonably expect.
9. Remedies
Where lack of conformity is confirmed, the consumer may request repair or replacement where the chosen remedy is possible and proportionate. This must be provided free of charge, within a reasonable time and without significant inconvenience.
In the circumstances provided by law, the consumer may request a proportionate price reduction or termination of the contract and a refund.
10. Submitting a complaint
A complaint must be sent to info@ledframes.eu and should, where possible, include the order number, name, description of the issue, date of discovery, photographs or video and the preferred remedy. The absence of a photograph does not by itself remove statutory rights where lack of conformity can be established by other means.
11. Assessment of complaints
The Seller will provide a written reasoned response no later than 15 business days after receiving the written complaint, unless applicable law requires a shorter period. The Seller may reasonably request additional information or return of the product for diagnosis.
Where lack of conformity is confirmed, the necessary costs of return, repair or replacement are borne by the Seller.
12. Damage caused by the customer
The Seller is not responsible for damage directly caused by incorrect installation, incompatible power, defective vehicle electrics, mechanical impact, unauthorised modification or repair, use contrary to instructions, exposure beyond the stated moisture protection rating or normal wear and tear. The Seller must have a factual basis for linking the issue to such an act or circumstance.
13. Disassembly and diagnosis
Customers are advised to request instructions from the Seller before carrying out repairs or disassembly. Damage caused by customer intervention may fall outside the Seller’s responsibility, but opening the product does not automatically remove mandatory rights where the intervention did not cause the defect.
14. Return costs for a suspected defect
Before sending the product, the customer must contact LEDFRAMES and obtain return instructions. The Seller may provide a prepaid return method. If no prepaid method is provided, or the parties agree that the customer will arrange shipping, the customer may initially pay the reasonable cost of standard delivery to the Seller.
If inspection confirms a manufacturing defect, damage before delivery or another lack of conformity for which the Seller is responsible, LEDFRAMES will reimburse the customer for reasonable and documented costs of sending the product to the Seller and will pay for delivery of the repaired or replacement product to the customer. A receipt or other proof of the actual shipping cost is required.
Only the cost of a reasonable standard delivery method will be reimbursed. Express, courier or another more expensive method will be reimbursed only if agreed in writing in advance.
If inspection confirms that the damage resulted from incorrect installation, incompatible voltage, defective vehicle electrics, mechanical impact, unauthorised modification or another cause for which the Seller is not responsible, the return delivery cost will not be reimbursed.
15. Return address and procedure
Do not send a product without prior arrangement. After receiving the request, LEDFRAMES will confirm the return procedure. Agreed returns must be sent to: Cietokšņa iela 55A-21, Daugavpils, LV-5401, Latvia.
16. Model withdrawal statement
A withdrawal statement may be sent by email to info@ledframes.eu.
To: IK “LEDFRAMES”. I hereby give notice that I withdraw from my contract of sale for the following standard non-personalised product: [product]. Order number: [number]. Ordered on: [date]. Received on: [date]. Consumer’s name and address: [details]. Date: [date].
17. Dispute resolution
If a dispute is not resolved directly, the consumer may contact Patērētāju tiesību aizsardzības centrs (PTAC), the appropriate consumer alternative dispute resolution body, the European Consumer Centre for a cross-border purchase, or a competent court.