Warranty and Right of Withdrawal
Warranty
All products purchased in the zum.lv store come with a manufacturer's warranty.
The manufacturer's warranty period varies for different products and may be up to five years. Information about the manufacturer's warranty period for a selected product can be found in the product description or by contacting a zum.lv representative.
If the manufacturer's warranty period is shorter than 2 years, under the statutory warranty, the consumer is entitled to submit a claim regarding non-conformity of the product with the contract terms within 24 months from the date of purchase. The right to submit a claim is valid if the product was used only for its intended purpose.
Legal entities that are not consumers are only covered by the manufacturer's warranty.
Important! The manufacturer's warranty conditions are valid if the buyer can present: a proof of purchase document (receipt, invoice); the manufacturer's or distributor's warranty card (in cases where the manufacturer or distributor has included one in the product package).
Information about certified manufacturer service centres can be found in the manufacturer's or distributor's warranty card, by calling the manufacturer's representative, or by contacting zum.lv. The warranty conditions do not apply to product accessories, power supply elements (batteries, accumulators, accessories with a limited lifespan (fuses, etc.)).
The manufacturer's warranty conditions are void if:
- the product has damage caused by the fault of the buyer or user;
- the product has damaged warranty seals or serial numbers;
- the product has not been used for its intended purpose and has not been operated as indicated in the user manual;
- the product has been damaged by the user (e.g. scratched, broken structures, cracked screen, etc.);
- the damage has been caused by supply voltage, cable network non-compliance with the manufacturer's specified standards, as well as other domestic and external factors (impacts, scratches);
- traces of unauthorised repair are visible on the product;
- in cases of natural wear and tear of components;
- non-standard power supplies, accessories and spare parts have been used, as well as consumables not certified by the manufacturer for use with the specified product, and if this has caused damage to the product;
- the warranty does not apply to additional equipment;
- the product has been used for manufacturing or professional purposes (if the specific product is not intended for such purposes);
- the warranty does not apply if damage has occurred as a result of improper transportation.
Before submitting a product for repair, please ensure data security. Warranty service centres do not guarantee data preservation, therefore backup copies of data must be made before submitting to the Warranty Service.
In the event that a product is damaged, please contact zum.lv or visit the Warranty Service indicated by the manufacturer.
In the event that warranty service is not applicable but the customer refuses paid repair, the customer must cover the diagnostic costs and will receive the Service Centre's assessment of the identified damage. If the customer agrees to paid repair, the diagnostic costs do not need to be covered.
Procedure for submitting and reviewing claims and complaints
The time period for submitting a claim regarding purchased products is 24 months from the date of purchase. If the product's non-conformity with the contract terms is discovered within six months of purchase, it is considered to have existed on the date of purchase, except when such an assumption contradicts the nature of the product or the type of non-conformity.
If the purchased product proves to be non-conforming, the consumer has the right to demand:
1. First – that the non-conformity be remedied free of charge (including without reimbursement of shipping, labour, material and other costs) and within a reasonable period of time, OR that the product be replaced, unless this is impossible or disproportionate. The nature of the product and its intended purpose of use must also be taken into account.
2. If the non-conformity is not remedied within a reasonable period of time or the product is not replaced without causing inconvenience, the consumer has the right to:
– A proportionate reduction in price.
– Cancellation of the contract and a refund (unless the non-conformity is minor and cannot significantly affect the ability to use the product).
When reducing the price or cancelling the contract, account may be taken of the wear and tear of the product or the benefit the consumer has gained from using the product, which the contracting parties have not agreed upon.
If a dispute arises with the seller or service provider, it should first be resolved through negotiations, attempting to reach an agreement verbally or in writing.
The seller's obligation – to provide a response/proposed solution – usually within 15 business days.
A refusal must be justified.
If the dispute cannot be resolved, the consumer may contact:
1. The Consumer Rights Protection Centre for assistance.
2. The relevant out-of-court dispute resolver in the applicable field.
3. The Consumer Dispute Resolution Commission, if the assistance provided by the Consumer Rights Protection Centre has not yielded results and it is possible to convene a commission in the relevant field.
4. A court, including pursuant to the procedure for small claims.
Out-of-court dispute resolution procedure:
Please submit complaints regarding product availability or quality electronically by sending an email to [email protected] or in writing to the address: Andreja iela 5, Ventspils, LV-3601.
The complaint will be reviewed within 15 business days from the date of receipt of the complaint, with the response sent to the address indicated in the complaint.
If the complaint is deemed unfounded and you disagree with this assessment, you have the right to use the alternative dispute resolution options provided for in regulatory enactments by submitting a written application to the product seller for out-of-court dispute resolution, indicating:
– first name, last name, contact information;
– date of submission of the application;
– the nature of the dispute, claims and their justification.
Information on out-of-court dispute resolution options for out-of-court dispute resolvers:
– Online dispute resolution: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=LV
– Dispute resolution process: http://www.ptac.gov.lv/lv/content/stridu-risinasanas-process
– Database of out-of-court dispute resolvers: http://www.ptac.gov.lv/lv/content/arpustiesas-pateretaju-stridu-risinataju-datubaze
Consumer Out-of-Court Dispute Resolution Commission:
Riga, Brīvības iela 55, LV-1010
Phone: 65452554;
e-mail: [email protected]
website: http://www.ptac.gov.lv/lv/content/pateretaju-stridu-risinasanas-komisija-0
Fee: Free of charge
Languages: Applications may be submitted in accordance with the Official Language Law
Right of Withdrawal
The buyer may exercise the right of withdrawal and return the product within 14 calendar days from the moment the product was taken into possession, without stating a reason for return.
To exercise the right of withdrawal, the buyer must notify zum.lv with an unambiguous statement, using the withdrawal form template available on www.zum.lv, registered address: Andreja iela 5, Ventspils, LV-3601, phone 67612342, e-mail: [email protected], of the decision to withdraw from the purchase. In order for the withdrawal period to be observed, the notice of exercise of the right of withdrawal must be sent before the expiry of the withdrawal period. The right of withdrawal expires after 14 days from the day on which the buyer or a third party, other than the carrier and indicated by the buyer, has taken possession of the goods. To avoid misunderstandings, upon receiving the product, we encourage you to verify that it fully corresponds to what was ordered – manufacturer, model, colour, size and other essential parameters. zum.lv may withhold the refund until the returned products sent by the consumer have been received.
Please remember that when sending the product, you must ensure that it is packaged in such a way that the product cannot be damaged during transportation. To avoid misunderstandings, we recommend insuring the product when sending it back; otherwise, the consumer assumes responsibility for any damage to the product.
If you exercise the right of withdrawal, please remember that you are only responsible for the diminished value of the goods if the goods have been used in a manner other than what is necessary to establish the nature, characteristics and functioning of the goods. Therefore, please note that during the withdrawal period you have the right to use the product only to the extent necessary to inspect it (to the same extent as you would be able to do before purchasing the product in a regular store). When exercising the right of withdrawal, you are responsible for use of the product that goes beyond what is necessary for inspection, for use of the product during the withdrawal period that is incompatible with the principle of good faith, as well as for any reduction in the value, quality and safety of the product. Cabinet Regulation No. 255 of 20 May 2014 "Regulations on Distance Contracts", clause 22, stipulates that a consumer cannot exercise the right of withdrawal if:
- The price of the product or service depends on fluctuations in the financial market which the seller or service provider cannot control and which may occur during the withdrawal period;
- The product is manufactured according to the consumer's specifications or if the product is clearly personalised;
- The product deteriorates quickly or its expiry date is approaching;
- The consumer has opened the packaging of a product which cannot be returned for health or hygiene reasons;
- Due to its nature, the product has been irreversibly mixed with other items after delivery;
- The consumer has opened the packaging of an audio recording, video recording, or computer program;
- The contract has been concluded for the supply of digital content that is not supplied on a durable medium, if the supply of digital content has commenced with the consumer's prior express consent and acknowledgement of the loss of the right of withdrawal.
zum.lv draws attention to the fact that upon identifying a loss of value of the returned product, it may bring a court claim against the consumer for compensation of losses incurred by zum.lv as a result of the consumer's actions.
The delivery fee is non-refundable.
Damage caused by natural conditions will not be compensated.
Return form: Product Exchange/Return FORM
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