These Terms define the rights and obligations of the Buyer and the Seller in relation to ordering and purchasing goods in the www.topsantehnika.lv online store, as well as regulate the procedure for concluding, executing and cancelling a distance contract.
Familiarization with these Terms is mandatory before placing an order, and by placing an order the Buyer confirms that:
Has read the Payment Procedure – payment methods, prepayment, sending of invoices, instalment/Leasing options and delivery cost calculation.
Has read the Delivery Terms – order delivery methods, deadlines, procedure for receiving and collecting goods, storage fee, as well as special conditions for the delivery of oversized or heavy goods.
Has read the Right of Withdrawal – the 14-day period for submitting a withdrawal notice, the procedure for returning goods, exceptions to the right of withdrawal and the buyer’s responsibility for the condition of the goods.
Has read the Data Processing Rules – how the Seller processes the Buyer’s personal data for order execution, delivery and communication, in accordance with the laws of the Republic of Latvia and the EU GDPR regulation.
Has read the Dispute Resolution Procedure – all disputes are resolved through negotiations, but in case negotiations fail the dispute is resolved in the court of the Republic of Latvia. Has read the Warranty Terms – warranty period, exceptions, requirements for a certified technician, completion of the warranty card and the procedure for fulfilling warranty claims.
Has read the Privacy Policy – informs about privacy practices and the principles of personal data processing in connection with the SIA TOP Santehnika website and services. These Terms ensure legal protection for the Buyer and the Seller in accordance with the regulatory acts of Latvia and the European Union, as well as reduce the possibility of disputes regarding delivery of goods, payments and warranty claims.
DISTANCE CONTRACT
The seller of the goods offered in this online store – SIA TOP Santehnika, Registration number: 40203392981, Legal address: Baznīcas iela 13-19, Riga, LV-1010 (hereinafter – the Seller) and the person placing the order – a natural or legal person (hereinafter – the Buyer), conclude the following Distance Contract as a distance agreement in accordance with:
the legislation of the Republic of Latvia (including the Civil Law, the Consumer Rights Protection Law, Cabinet of Ministers regulations regarding distance contracts),
Directive 2011/83/EU of the European Parliament and of the Council on consumer rights.
The Seller undertakes to sell and deliver goods to the Buyer in accordance with the Buyer’s order and the following contractual terms.
I. PAYMENT PROCEDURE
Order placement procedure
1.1. The Buyer places an order for goods in the online store www.topsantehnika.lv by selecting the required goods, adding them to the shopping cart and completing the order form.
1.2. During the order placement the Buyer:
selects the ordered goods and their quantity;
enters the necessary contact information and details;
chooses the delivery method;
chooses the payment method.
1.3. After completing the order, the Buyer receives an order confirmation to the specified e-mail address.
Available payment methods
2.1. In the online store the Buyer can choose one of the following payment methods:
2.1.1. Internet banking payment
Payment is made immediately during the order placement using the bank payment system.
2.1.2. Payment by bank card
Payment is made online using a payment card (Visa, Mastercard or other available cards).
2.1.3. Instalment or leasing
The Buyer has the possibility to arrange the purchase in instalments or leasing using financing service providers offered in the online store. The contract conditions and payment schedule are determined by the respective financing service provider.
2.1.4. Bank transfer
The Buyer makes the payment based on a prepayment invoice prepared by the Seller.
Payment execution
3.1. The order is considered accepted for processing after 100% payment has been received or after payment confirmation from the payment system or financing partner.
3.2. Goods are prepared for delivery or collection only after payment confirmation.
Prepayment invoice
4.1. If the Buyer chooses the payment method bank transfer, the Seller prepares and sends a prepayment invoice to the Buyer’s specified e-mail address or another electronic communication channel (for example WhatsApp).
4.2. The prepayment invoice must be paid within 7 (seven) working days unless another payment term is specified in the invoice.
4.3. If the payment is not made within the specified period, the Seller has the right to cancel the order.
Final invoice
5.1. If the Buyer makes payment by:
internet banking,
bank card,
instalment or leasing,
the Buyer receives an order confirmation, but the final invoice is sent after the goods are delivered or issued.
5.2. If payment is made by bank transfer, the Buyer first receives the prepayment invoice and the final invoice is sent after the goods are delivered or issued.
5.3. All invoices are prepared in electronic format and are valid without a signature in accordance with the regulatory acts of the Republic of Latvia and Accounting Laws.
Delivery costs and corrections
6.1. During the order placement the Buyer chooses the delivery method and the related delivery costs.
6.2. If during the order placement the delivery method has been selected incorrectly or does not correspond to the size, weight or delivery possibilities of the ordered goods (for example oversized goods delivery to a parcel locker or large goods delivery selected as small parcel delivery), the Seller has the right to adjust the delivery costs.
6.3. In such case the Seller sends the Buyer a new or corrected invoice with correct delivery costs.
6.4. The order is executed only after full (100%) payment of the corrected invoice.
Prices and taxes
7.1. All prices in the online store are indicated in euros (EUR).
7.2. Prices include value added tax (VAT) unless otherwise stated.
7.3. VAT in the invoice is applied according to the Buyer’s EU country and the applicable tax regulations of the Republic of Latvia and the European Union.
Payment identification
8.1. When making a bank transfer, the Buyer must indicate the invoice number or order number in the payment purpose.
8.2. If payment identification is not possible due to incomplete information, order processing may be delayed until the payment is identified or the order may be cancelled.
Cases of price or technical errors
9.1. If due to a technical error an obviously incorrect product price or delivery cost is indicated in the online store, the Seller has the right to cancel the order or send the Buyer a corrected invoice.
9.2. In such case the Buyer has the right to agree to the corrected price or refuse the order.
Payment security
10.1. Payments are processed using secure payment systems and banking infrastructure.
10.2. The online store does not store buyers’ payment card data.
Refunds
11.1. Refunds are carried out in accordance with the regulatory acts of the Republic of Latvia and the European Union.
11.2. Refunds are made to the same payment account or payment method from which the original payment was made unless the parties agree otherwise.
International orders and customs/tax responsibility
12.1. The product price in the online store does not include customs duties, import taxes, import charges or other similar costs if the order is placed to a country outside Latvia.
12.2. The Buyer assumes full responsibility for making these payments in their country and covers all related taxes, customs and administrative payments not included in the invoice.
12.3. The Seller is not responsible for delays, additional costs or sanctions caused by the customs or tax authorities of the Buyer’s country.
12.4. In the case of international orders VAT is applied according to the regulatory acts and Accounting Laws of the Buyer’s EU country and the Republic of Latvia.
II. DELIVERY TERMS
General provisions
1.1. These delivery terms define the procedure by which the online store ensures delivery or issuance of ordered goods to the Buyer.
1.2. Delivery of goods is made to the address specified by the Buyer or to the selected parcel locker (Pick-Up point).
1.3. Delivery is provided by courier partners: Venipak, Latvijas Pasts, Smartposti, DPD, Omniva, Unisend, UPS, FedEx, DHL, NovaPost and other delivery service providers chosen by the Seller.
1.4. Delivery is provided in Latvia, Lithuania, Estonia and other European Union countries according to the delivery conditions specified in the online store.
Dispatch of goods and delivery time
2.1. The order is prepared and handed over for delivery after full payment has been received from the Buyer/payer and the money has been credited to the Seller’s bank account.
2.2. The delivery time of goods depends on product availability, delivery location and order volume.
2.3. The average delivery time is 2 to 9 working days after the order has been handed over to the delivery company.
2.4. After the order is handed over for delivery the Buyer receives an e-mail with shipment tracking information.
2.5. The courier contacts the Buyer before delivery to agree on the delivery time. In the case of parcel locker delivery the Buyer receives an SMS or e-mail with information about receiving the shipment.
Delivery location
3.1. The courier delivers the order to the entrance of the building (house or staircase outer door) at the address specified by the Buyer.
3.2. Courier delivery service does not include carrying the goods inside the premises (apartment, house, office etc.).
3.3. If the Buyer wishes the goods to be carried inside the premises such service must be agreed with the Seller in advance and may be provided for an additional fee.
Oversized or heavy goods
4.1. If the ordered goods are oversized or heavy (for example boilers, heat pumps, water heaters etc.), the Buyer must ensure the possibility to accept the goods at the delivery location.
4.2. If necessary the Buyer provides additional assistance for moving the goods.
Receiving goods at the Seller’s warehouse
5.1. The Buyer may choose to receive the order at the Seller’s warehouse without delivery.
5.2. Collection of goods is provided within 1–7 working days after payment is received by prior agreement of the collection time with the Seller.
5.3. Goods can be collected at the following warehouses in Riga: Hipokrātu iela 2D, Katlakalna iela 9, Latgales iela 456A, Ganību dambis 2A, Čuibes iela 9 or another warehouse depending on the selected product.
5.4. The warehouse address where a particular product is available may differ depending on the ordered product.
Order collection period
6.1. The ordered goods must be collected from the Seller’s warehouse within 7 (seven) calendar days from the moment the Buyer is informed that the order is ready for collection.
6.2. If the goods are not collected within the specified period and another collection period has not been agreed with the Seller in writing, starting from the 8th day a storage fee of 3.00 EUR per calendar day is applied to the Buyer.
Buyer’s obligations upon receiving goods
7.1. Upon receiving the goods the Buyer must check the visual condition of the shipment packaging and the goods.
7.2. The packaging and goods must be intact and undamaged.
7.3. It is recommended to open the package at the moment of delivery and ensure that the received goods correspond to the order and that the packaging and goods are not damaged.
Damage or discrepancies at the moment of delivery
8.1. If visible damage or discrepancies with the order are detected at the time of delivery the Buyer must immediately inform the courier.
8.2. The Buyer must note the damage in the courier terminal or delivery documents.
8.3. The Seller must also be informed immediately:
e-mail: [email protected]
mobile phone: +371 29287710
8.4. The Buyer is advised to send photographs or video of the damage recorded during receiving and unpacking together with a short description.
Claims regarding damaged goods
9.1. If visible damage is detected at the time of delivery and the Buyer has not informed the Seller at the moment of delivery or on the day of receipt later claims may not be accepted.
9.2. It is prohibited to use damaged or defective goods without informing the Seller.
Unsuccessful delivery attempt
10.1. If the Buyer cannot be reached or is not at the specified address the courier may attempt delivery again at another time.
10.2. An additional fee corresponding to delivery costs may be applied for repeated delivery.
Reservation of goods
11.1. The goods are reserved for the Buyer after order confirmation and receipt of payment unless otherwise specified.
11.2. If payment for the order is not made within 5 working days the Seller has the right to cancel the order.
Refusal of the order after delivery has started
12.1. If the Buyer refuses the order after the goods have already been handed over to the courier or transport company the Seller has the right to request compensation for delivery costs.
Transfer of ownership and responsibility for goods
13.1. Ownership rights of the goods are transferred to the Buyer after full payment is received and the goods are handed over to the Buyer or a person specified by the Buyer.
13.2. The risk of accidental loss or damage passes to the Buyer from the moment the goods are handed over to the Buyer at the delivery location.
Delivery delays
14.1. Delivery times are informative and may change depending on delivery company operations, weather conditions, transport load and customs or logistics delays.
14.2. The Seller is not responsible for delivery delays if they occur due to courier company operations or other circumstances beyond the Seller’s control.
Force Majeure
15.1. The Seller is not responsible for failure or delay in delivery obligations if caused by force majeure circumstances.
15.2. Force majeure includes events the Seller could not foresee or prevent such as natural disasters, fires, floods, war, strikes, government restrictions or disruptions in transport and logistics systems.
16. Incorrectly provided delivery information
16.1. The Buyer is responsible for providing the correct delivery address, telephone number and other contact information when placing the order.
16.2. If delivery is not possible due to incorrectly provided information by the Buyer, the Buyer covers all additional delivery or reshipping costs.
International delivery
17.1. The Seller provides delivery of goods to European Union countries and other countries if such delivery is available for the selected product and delivery service provider.
17.2. Delivery time for international shipments may be longer than deliveries within Latvia and depends on transport routes, logistics partners and customs procedures (usually 4–12 working days).
Customs duties and import charges
18.1. If the goods are delivered to a country outside the European Union, the Buyer may be charged additional payments such as:
import customs duty
value added tax (VAT)
customs broker or administration fees
18.2. These payments are determined by the customs authorities of the respective country and are not included in the price of the goods or delivery.
18.3. All customs duties and import-related payments are covered by the Buyer.
Customs procedures and documents
19.1. If necessary, the Buyer must provide additional information or documents required for customs procedures.
19.2. If the Buyer does not provide the necessary documents or does not pay customs charges resulting in the shipment being detained, returned or destroyed, the Seller is not responsible for this.
Return of shipment in case of international delivery
20.1. If an international shipment is returned to the Seller due to the Buyer’s action or inaction (for example unpaid customs duties, failure to collect the shipment or incorrect delivery information), the Buyer covers all costs related to returning the shipment.
Responsibility for delivery restrictions
21.1. The Buyer is responsible for ensuring that the ordered product is permitted for import in the respective country.
21.2. The Seller is not responsible if customs authorities detain, confiscate or restrict delivery of the shipment due to the laws of the respective country.
International delivery conditions (Incoterms)
22.1. International shipments are delivered according to international delivery rules Incoterms unless otherwise specified.
22.2. If the delivery condition DAP (Delivered At Place) is applied, the Seller ensures transportation of the goods to the delivery address specified by the Buyer, while the Buyer covers all import taxes, customs duties and other import-related costs if applicable.
22.3. In certain cases, if specified during the order placement, the delivery condition DDP (Delivered Duty Paid) may be applied, meaning the Seller covers transportation costs as well as import taxes and customs duties until delivery of the goods to the Buyer.
22.4. The specific delivery condition is indicated in the order confirmation or delivery documents.
III. RIGHT OF WITHDRAWAL
General provisions
1.1. In accordance with Article 12 of the Consumer Rights Protection Law of the Republic of Latvia and Cabinet of Ministers regulations regarding distance contracts, the Buyer has the right to withdraw from the ordered goods within 14 (fourteen) calendar days from the moment of receiving the goods.
1.2. Exercising the right of withdrawal is voluntary, however the Buyer must inform the Seller about the intention to withdraw by sending a withdrawal notice via e-mail or another written communication channel.
1.3. Upon the Buyer’s request the Seller sends a withdrawal form which the Buyer may use to submit the withdrawal notice.
Refund
2.1. After receiving the withdrawal notice the Seller refunds the Buyer the paid price of the goods using the same payment method that was used for the transaction within 10 working days from the receipt of the withdrawal notice.
2.2. Delivery costs, if applied for the delivery of the goods, are not refunded except in cases where the goods were delivered damaged or not corresponding to the order. Justification: the delivery of goods was chosen by the Buyer as an additional service, therefore the Buyer covers these costs (delivery fee is therefore not refunded).
2.3. The Buyer must return the goods within 7 (seven) calendar days after sending the withdrawal notice to the warehouse from which the goods were collected:
Hipokrātu iela 2D, Riga
Katlakalna iela 9, Riga
Latgales iela 456A, Riga
Čuibes iela 9, Riga
or another warehouse from which the goods were dispatched.
All costs related to returning the goods are covered by the Buyer.
Limitations of the right of withdrawal
3.1. The Buyer cannot exercise the right of withdrawal if:
due to the nature of the goods they cannot be returned after receipt;
the goods are manufactured individually for the Buyer according to a special order;
the packaging of the goods is opened and damaged, or the goods have been used and show signs of use;
the goods are spare parts or other products ordered without communication with the Seller.
3.2. In accordance with Article 12 of the Consumer Rights Protection Law, the Buyer is responsible for maintaining the quality and safety of the goods during the exercise of the right of withdrawal.
3.3. The Seller reserves the right to revoke the right of withdrawal or withhold compensation based on PTAC regulations if:
the goods are damaged or improperly used;
the Buyer has not followed the usage instructions;
the original packaging of the goods is lost or significantly damaged.
Return process
4.1. The Buyer must return the goods in the same condition in which they were received including the original packaging, instructions and full комплектation.
4.2. The goods must be returned in a secure manner to prevent damage during transportation.
4.3. The Buyer is responsible for ensuring protection of the goods from damage until they are received at the Seller’s warehouse and the Seller confirms acceptance of the goods (by preparing a handover-acceptance document).
Additional information
5.1. The exercise of the right of withdrawal is carried out in accordance with Cabinet of Ministers Regulation No. 255 “Regulations regarding Distance Contracts” and PTAC recommendations on consumer rights protection in e-commerce.
5.2. These rules ensure that the withdrawal process is transparent, understandable and complies with all applicable legal requirements of the Republic of Latvia.
IV. DATA PROCESSING (RULES)
Purpose of personal data processing
1.1. By entering the necessary information to place an order, the Buyer confirms that:
the provided data is used to process the order;
to ensure delivery of goods;
to fulfil the Seller’s obligations in accordance with the laws of the Republic of Latvia and the regulatory acts of the European Union.
1.2. The Buyer agrees that the following may be sent to the specified e-mail address:
notifications about order status;
payment confirmations;
other information related to order processing;
in exceptional cases informational messages.
Processed data
2.1. The Seller processes only personal data necessary for order processing and delivery, for example:
name and surname;
e-mail address;
telephone number;
delivery address;
payment information (if necessary);
other information related to the order.
2.2. Data is not used for other purposes without the Buyer’s consent.
Legal basis for data processing
3.1. Personal data processing is based on:
the Buyer’s consent (GDPR Article 6(1)(a));
performance of the contract, namely order processing and delivery of goods (GDPR Article 6(1)(b));
compliance with legal obligations of the Seller according to the laws of the Republic of Latvia (GDPR Article 6(1)(c)).
Data retention period
4.1. Personal data is stored as long as necessary for order execution, delivery, accounting purposes and ensuring legal requirements but not longer than the period defined by law.
4.2. After the expiration of the storage period personal data is deleted or anonymized.
Data protection and security
5.1. The Seller ensures protection of personal data according to GDPR and Latvian regulations, for example:
data encryption;
access control;
employee instructions regarding data protection.
5.2. Personal data is transferred only to trusted service providers that ensure data protection according to GDPR (for example payment processing partners and delivery companies).
Buyer rights
6.1. The Buyer has the right to:
access their personal data;
correct inaccurate or incomplete data;
request deletion or restriction of data processing if it does not affect the Seller’s legal obligations;
object to data processing if it is carried out based on the Seller’s legitimate interests;
withdraw consent for data processing at any time (for specific purposes if processing is based on consent).
6.2. The Buyer may exercise these rights by contacting the Seller via:
e-mail: [email protected]
phone: +371 29287710.
Transfer of data to third parties
7.1. Personal data may be transferred to third parties only for the following purposes:
ensuring delivery of goods;
payment processing;
accounting and tax administration;
if required by law or law enforcement authorities.
7.2. Third parties process data only on behalf of the Seller and in accordance with GDPR.
Complaints and notification to authorities
8.1. The Buyer has the right to submit a complaint to PTAC or the Data Protection Inspectorate if it is believed that personal data is processed unlawfully.
8.2. The Seller cooperates with supervisory authorities and provides all necessary information regarding data processing if required.
V. DISPUTE RESOLUTION PROCEDURE
Negotiation
1.1. All disputes, disagreements or claims that may arise between the Seller and the Buyer regarding the Distance Contract, order execution, delivery, payments or warranty claims are first resolved through negotiations.
1.2. The Buyer is invited to contact the Seller via e-mail [email protected] or phone +371 29287710 in order to find a mutually acceptable solution.
Legal proceedings
2.1. If the dispute cannot be resolved through negotiations within 30 days from the date of the Buyer’s first complaint submission, the dispute will be reviewed in the competent court of the Republic of Latvia.
2.2. Dispute resolution takes place in accordance with the regulations of the Cabinet of Ministers of Latvia, the Civil Law of the Republic of Latvia, the Consumer Rights Protection Law and other applicable legal acts.
2.3. The Buyer, if necessary, also has the right to обратиться to the Consumer Rights Protection Centre (PTAC), but this does not exclude the Seller’s right to legal proceedings in Latvian courts.
International disputes
3.1. If the Buyer is a natural person from other EU countries, dispute resolution is additionally regulated by EU regulations on consumer disputes (for example EU Regulation 524/2013 e-commerce platform).
3.2. Nevertheless, the Seller retains the right to choose Latvian courts as the competent jurisdiction if this is in accordance with European Union regulations and the contract terms.
PRIVACY POLICY
This privacy policy informs about privacy practices and the principles of personal data processing related to the SIA TOP Santehnika website and services. To contact us regarding data processing issues, please write an e-mail to [email protected].
What information do we obtain?
We obtain personal data that you voluntarily provide to us via e-mail, by filling in web-based forms and in other direct communication with you.
When submitting an order, you must indicate your name, surname, contact information, delivery address, and other information which you wish to provide.
How do we use the obtained personal data?
We may use the obtained personal data to
provide you with the services and information you requested,
process your orders and prepare the necessary documents,
provide you with effective customer support,
help prevent threats or fraudulent activities,
send you informational messages if you have explicitly agreed to receive them,
comply with regulatory requirements.
We may transfer your information to third parties in order to comply with regulatory requirements, cooperate with supervisory authorities, help prevent criminal activities and protect our, your and other persons’ lawful rights.
How do we protect personal data?
To protect your personal data we use various technical and organizational security measures. Your personal data is accessible to a limited number of people, only authorized persons.
How long do we store personal data?
We store your personal data for as long as it is necessary according to the purpose for which it was obtained and as permitted or required by regulatory enactments.
How do we use cookies?
Cookies are small text files that the websites you visit store on your computer. They are used to ensure the operation of the website, as well as to provide information to the website owners.
This website may set the following cookies:
Functional cookies. These cookies are necessary for you to navigate the website and use its functions. Without these cookies we cannot provide the services you request, for example the shopping cart functionality.
Google Analytics cookies. These cookies are used to obtain statistics about visits to our website. We use this information to improve the operation of the website and advertising activities.
Targeted advertising tool cookies. These cookies are used to increase the effectiveness of advertising and show advertisements that are most likely to interest you.
Third-party service provider cookies. Cookies may be set by the following third-party services used on this website: Facebook “Like” button, draugiem.lv button. Some of these cookies may be used to track your activities on other websites, and we cannot control them because these cookies are not set by our website.
How to refuse cookies?
To refuse receiving cookies, you can use the private browsing mode provided by most browsers (private window, incognito window or InPrivate window). Any cookies that are created while operating in private browsing mode are deleted as soon as you close all browser windows.
To refuse the collection and use of information necessary for targeted advertising display, you can use the free tool Your Online Choices or YourAdChoices.
Your rights related to your personal data
If you are a data subject according to the EU GDPR (for example, you are an EU citizen and provide us with your personal data), you have the following rights related to your personal data:
Right of access to information. You have the right to receive information about why and how your personal data is processed. You have the right to receive a copy of your personal data held by us in a commonly used electronic format free of charge.
Right to rectification. You have the right to obtain correction or completion of inaccurate or incomplete personal data without undue delay.
Right “to be forgotten”. You have the right to withdraw your consent to personal data processing and obtain deletion of your personal data without undue delay as soon as the data is no longer necessary to provide the services you requested and to comply with regulatory requirements.
Right to restrict processing. You have the right to obtain restriction of the processing of your personal data if you object to it and we have no legitimate grounds to continue processing, if you contest the accuracy of the data, if the processing is unlawful or if you request the data to establish, exercise or defend legal claims.
Right to object. You have the right to object to data processing at any time unless it is necessary for a task carried out in the public interest or there are compelling legitimate grounds for the processing.
Other rights according to GDPR. More information can be found by visiting the EU data protection website
WARRANTY TERMS
Warranty
1.1. For goods purchased in the online store www.topsantehnika.lv of the limited liability company TOP Santehnika, registration number 40203392981 (hereinafter – the Seller), the legally required conformity of the goods with the contract terms is provided (hereinafter – Warranty).
1.2. The Warranty is valid only if the Buyer presents the original document confirming the transaction (invoice or delivery note) and has followed the Product instructions and these Warranty terms.
1.3. Important: If the Product requires installation by a certified technician (for example, heat pump, air conditioner, heating boiler etc.), the warranty is not valid if installation or first start-up is performed by a non-certified technician.
1.4. After receiving the product, if it requires a certified technician, a warranty card will be sent to the Buyer by e-mail, which must be completed and sent to the Seller. This is MANDATORY. The warranty will not be valid if the card is not submitted.
2. Warranty period
2.1. If the Product is purchased by a Consumer (a natural person for household needs), the warranty is valid for 24 months from the date of purchase. The Seller or manufacturer may specify a longer warranty period, indicating it in the invoice, user manual or manufacturer’s website.
2.2. If the Product is purchased by a legal entity or a natural person performing economic activity, the warranty is valid for 12 months from the date of product delivery unless the manufacturer provides a longer period.
2.3. The warranty does not apply to spare parts that are installed independently or incorrectly, and they must be installed by a certified technician.
2.4. The warranty is not valid if:
the damage occurred due to improper use, modification, poor maintenance or careless handling;
the damage occurred due to failure to follow the user manual;
the Product was installed/started by a non-certified technician;
the Product was used commercially if the manufacturer has not intended commercial use;
the Buyer cannot present the invoice/delivery note and correctly completed warranty card.
Warranty execution
3.1. The Consumer may submit a claim regarding goods not complying with the contract within 30 days from the moment the defect was discovered.
3.2. A legal entity or a natural person performing economic activity may submit a claim within 2 weeks from the moment the defect was discovered.
3.3. A warranty claim must be submitted: to the Seller’s e-mail [email protected] , or to the service center indicated by the Manufacturer/dealer (clarify with the seller).
3.4. If the Product requires a certified technician, the claim must be sent to the seller attaching the warranty card.
3.5. If the Seller’s or manufacturer’s service determines a manufacturing non-conformity, the defect will be repaired free of charge.
3.6. If the damage occurred due to incorrect installation or use (for example, due to incorrect installation by the Buyer’s technician):
Spare parts and technician call-out are paid by the Buyer according to the Seller’s price list;
The warranty is not valid for actions performed by a non-certified technician.
3.7. If the defect cannot be repaired, the Consumer has the right:
To exchange the product for the same or another from the assortment by paying the price difference (if the product will be more expensive than the original);
To request a refund for the product (including depreciation calculated by the Seller according to Section 28 Paragraph 5 of the Consumer Rights Protection Law).
Warranty exceptions
The warranty does not apply to:
4.1. Accessories included with the Product (batteries, accumulators, bulbs, filter, oil, lubricants etc.) which are subject to natural wear.
4.2. The Product if:
the expiration date has expired;
natural wear has occurred (battery capacity, component wear);
the non-conformity was caused by improper installation or use;
unauthorized repair or disassembly was performed;
the damage occurred due to environmental influence (temperature, humidity, natural disasters, liquids, foreign substances etc.);
the Product was used commercially or professionally if it is not allowed in the instructions.
Product submission for warranty repair
5.1. When submitting the Product:
The Product must be clean and in full complactation;
Incomplete
complactation
or a dirty Product may be grounds for refusal.
5.2. If the Product cannot be delivered to the customer center (for example installed equipment), the Seller agrees with the Buyer on the method of on-site diagnostics and repair for an agreed payment (includes transport and labour hour work).
5.3. If the Product is dismantled before diagnostics and the cause of the defect is not determined, it is assumed that the damage occurred due to incorrect installation or use or transportation.
5.4. In cases where the defect is not covered by Warranty terms, the Buyer covers diagnostic and repair costs according to the Seller’s price list.
6. Buyer obligations and usage conditions
6.1. Always read the Product user manual before use.
6.2. Use the product according to its intended purpose and instructions.
6.3. Ensure proper maintenance, cleaning and replacement of necessary parts according to the instructions.
6.4. If the Product is intended for self-installation, use only components and tools specified by the manufacturer.
6.5. After receiving the product check the packaging — if there are damages immediately inform the Seller.
6.6. The warranty card sent by the Seller to the Buyer’s indicated e-mail must be sent to the Seller by e-mail — otherwise the warranty is not valid.
✅ The Buyer/Consumer, by placing an order, with their signature or order confirmation confirms that they have read all the terms included in this section, undertake to comply with them and that these terms are prepared according to fair commercial practice and in the interests of the Buyer/Consumer.
SIA „TOP Santehnika“
Registration No: 40203392981 VAT payer No: LV40203392981 Legal address: Baznīcas iela 13-19, Riga, LV-1010 E-mail: [email protected] Phone: +371 29287710
