TERMS

These Terms define the rights and obligations of the Buyer and the Seller in relation to ordering and purchasing goods from the www.topsantehnika.lv online store and regulate the procedure for concluding, performing and cancelling a distance contract.

Before placing an order, the Buyer must read these Terms. By placing an order, the Buyer confirms that they have read:

• The Payment Procedure – payment methods, prepayment, invoicing, instalment and leasing options, and delivery cost calculation.
• The Delivery Terms – delivery methods, delivery times, procedures for receiving and collecting goods, storage fees, and special conditions for the delivery of oversized or heavy goods.
• 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.
• The Data Processing Rules – how the Seller processes the Buyer’s personal data for order fulfilment, delivery and communication, in accordance with the laws of the Republic of Latvia and the EU General Data Protection Regulation (GDPR).
• The Dispute Resolution Procedure – disputes are first resolved through negotiations and, if negotiations fail, through the courts of the Republic of Latvia.
• The Warranty Terms – warranty periods, exceptions, requirements for certified technicians, completion of the warranty card, and the procedure for handling warranty claims.
• The Privacy Policy – privacy practices and principles of personal data processing in connection with the SIA TOP Santehnika website and services.

These Terms provide legal protection for the Buyer and the Seller in accordance with the laws and regulations of Latvia and the European Union and help reduce the possibility of disputes concerning delivery, payments and warranty claims.

DISTANCE CONTRACT

The seller of the goods offered in this online store – SIA TOP Santehnika, registration number: 40203392981, registered address: Spāres iela 3A, Rīga, LV-1002 (hereinafter – the Seller) – and the person placing the order, whether a natural or legal person (hereinafter – the Buyer), enter into this Distance Contract in accordance with:

• The legislation of the Republic of Latvia, including the Civil Law, the Consumer Rights Protection Law and 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

1. Order placement procedure

1.1. The Buyer places an order in the www.topsantehnika.lv online store by selecting the required goods, adding them to the shopping cart and completing the order form.

1.2. When placing an order, the Buyer:

• Selects the goods and their quantity;
• Enters the required contact information and details;
• Chooses the delivery method;
• Chooses the payment method.

1.3. After placing the order, the Buyer receives an order confirmation at the specified email address.

2. Available payment methods

2.1. The Buyer may choose one of the following payment methods in the online store:

2.2. International payments and payments from high-risk jurisdictions

2.2.1. The Seller accepts bank payments and bank transfers from credit institutions and payment service providers established in Latvia, the European Union, the European Economic Area and other countries worldwide, provided that the respective payment does not violate the laws and regulations of the Republic of Latvia, European Union legislation, applicable international sanctions or other applicable legal requirements.

2.2.2. For the purposes of this Agreement, a country or territory shall be considered a high-risk country or jurisdiction (hereinafter – the High-Risk Jurisdiction) if, at the time the payment is made or received, it is included in:

• The European Commission’s current list of high-risk third countries;
• The Financial Action Task Force (FATF) list of high-risk jurisdictions or jurisdictions under increased monitoring;
• The list or guidance of the Financial Intelligence Unit of Latvia concerning countries or jurisdictions presenting an increased sanctions risk;
• Or is otherwise subject to financial restrictions or sanctions applicable in the Republic of Latvia, including sanctions imposed by the European Union or the United Nations.

2.2.3. Where a bank transfer is made from a credit institution or payment service provider registered in a High-Risk Jurisdiction, the Seller shall have the right to apply additional compliance checks and an administration fee of EUR 100.00. The Buyer shall be informed of the applicable fee before making the payment and/or the respective amount shall be indicated in the invoice issued by the Seller.

2.2.4. Payment of the additional fee does not in itself guarantee acceptance of the payment or the order. The Seller shall have the right to request additional information or documentation regarding the payer, the source of funds, the purpose of the transaction or the beneficial owner, and may suspend or refuse to process the payment or order where this is necessary for the assessment of sanctions, money laundering, terrorist financing or proliferation financing risks.

2.2.5. Payments whose acceptance or processing is prohibited under applicable laws and regulations of the Republic of Latvia, European Union legislation or applicable international sanctions shall not be accepted, regardless of the Buyer’s willingness to pay the additional administration fee.

3. Payment execution

3.1. The order is considered accepted for processing after full (100%) payment has been received or payment has been confirmed by the payment system or financing partner.

3.2. Goods are prepared for delivery or collection only after payment confirmation.

4. Prepayment invoice

4.1. If the Buyer chooses payment by bank transfer, the Seller prepares and sends a prepayment invoice to the Buyer’s specified email address or another electronic communication channel, such as WhatsApp.

4.2. The prepayment invoice must be paid within 7 (seven) working days, unless a different payment deadline is specified in the invoice.

4.3. If payment is not made within the specified period, the Seller has the right to cancel the order.

5. Final invoice

5.1. If the Buyer makes payment by:

• Internet banking;
• Bank card;
• Instalment or leasing;

The Buyer receives an order confirmation, while the final invoice is sent after the goods have been delivered or handed over.

5.2. If payment is made by bank transfer, the Buyer first receives a prepayment invoice. The final invoice is sent after the goods have been delivered or handed over.

5.3. All invoices are prepared electronically and are valid without a signature, in accordance with the applicable laws and accounting regulations of the Republic of Latvia.

6. Delivery costs and corrections

6.1. When placing an order, the Buyer selects the delivery method and the associated delivery costs.

6.2. If the selected delivery method is incorrect or unsuitable for the size, weight or delivery requirements of the ordered goods, such as delivery of oversized goods to a parcel locker or selection of a small-parcel service for large goods, the Seller has the right to adjust the delivery costs.

6.3. In such cases, the Seller sends the Buyer a new or corrected invoice showing the correct delivery costs.

6.4. The order is fulfilled only after full (100%) payment of the corrected invoice.

7. Prices and taxes

7.1. All prices in the online store are stated in euros (EUR).

7.2. Prices include value added tax (VAT), unless otherwise stated.

7.3. VAT is applied on the invoice according to the Buyer’s EU country and the applicable tax regulations of the Republic of Latvia and the European Union.

8. Payment identification

8.1. When making a bank transfer, the Buyer must include the invoice number or order number in the payment reference.

8.2. If payment cannot be identified due to incomplete information, order processing may be delayed until the payment is identified, or the order may be cancelled.

9. Price or technical errors

9.1. If an obviously incorrect product price or delivery cost is displayed in the online store due to a technical error, the Seller has the right to cancel the order or send the Buyer a corrected invoice.

9.2. In such cases, the Buyer may accept the corrected price or cancel the order.

10. 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 details.

11. Refunds

11.1. Refunds are processed in accordance with the applicable laws and regulations of the Republic of Latvia and the European Union.

11.2. Refunds are made to the same payment account or payment method used for the original payment, unless the parties agree otherwise.

12. International orders and responsibility for customs duties and taxes

12.1. The product price in the online store does not include customs duties, import taxes, import charges or other similar costs where an order is placed for delivery to a country outside Latvia.

12.2. The Buyer assumes full responsibility for these payments in their country and covers all related taxes, customs charges and administrative fees 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. For international orders, VAT is applied in accordance with the applicable laws and accounting regulations of the Buyer’s EU country and the Republic of Latvia.

II. DELIVERY TERMS

1. General provisions

1.1. These Delivery Terms define the procedure by which the online store arranges delivery or handover of the ordered goods to the Buyer.

1.2. Goods are delivered 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 selected by the Seller.

1.4. Delivery is available in Latvia, Lithuania, Estonia and other European Union countries, subject to the delivery conditions stated in the online store.

2. 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 credited to the Seller’s bank account.

2.2. Delivery time depends on product availability, the delivery location and the 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 dispatch, the Buyer receives an email containing shipment tracking information.

2.5. The courier contacts the Buyer before delivery to agree on the delivery time. For parcel locker deliveries, the Buyer receives an SMS or email with collection information.

3. Delivery location

3.1. The courier delivers the order to the entrance of the building, such as the front door of a house or the external entrance to an apartment building, at the address specified by the Buyer.

3.2. Courier delivery does not include carrying the goods inside the premises, such as an apartment, house or office.

3.3. If the Buyer wishes the goods to be carried inside the premises, this service must be agreed with the Seller in advance and may be provided for an additional fee.

4. Oversized or heavy goods

4.1. If the ordered goods are oversized or heavy, such as boilers, heat pumps or water heaters, the Buyer must ensure that the goods can be accepted at the delivery location.

4.2. If necessary, the Buyer provides additional assistance with moving the goods.

5. Collection from the Seller’s warehouse

5.1. The Buyer may choose to collect the order from the Seller’s warehouse without delivery.

5.2. Goods may be collected within 1–7 working days after payment is received, subject to prior agreement with the Seller regarding the collection time.

5.3. Goods can be collected from 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 may vary depending on the ordered product.

6. Order collection period

6.1. The ordered goods must be collected from the Seller’s warehouse within 7 (seven) calendar days after the Buyer is informed that the order is ready for collection.

6.2. If the goods are not collected within this period and no alternative collection period has been agreed with the Seller in writing, a storage fee of EUR 3.00 per calendar day is charged from the 8th day.

7. Buyer’s obligations upon receipt

7.1. Upon receiving the goods, the Buyer must check the visible condition of the shipment packaging and the goods.

7.2. The packaging and goods must be intact and undamaged.

7.3. The Buyer is advised to open the package upon delivery and check that the goods correspond to the order and that neither the packaging nor the goods are damaged.

8. Damage or discrepancies upon delivery

8.1. If visible damage or discrepancies with the order are identified upon delivery, the Buyer must immediately inform the courier.

8.2. The Buyer must record the damage in the courier’s terminal or delivery documents.

8.3. The Seller must also be informed immediately:

8.4. The Buyer is advised to send photographs or video showing the damage recorded upon receipt and unpacking, together with a brief description.

9. Claims concerning damaged goods

9.1. If visible damage is identified upon delivery and the Buyer has not informed the Seller at the time of delivery or on the day of receipt, subsequent claims may not be accepted.

9.2. Damaged or defective goods must not be used without informing the Seller.

10. Unsuccessful delivery attempt

10.1. If the Buyer cannot be reached or is not present at the specified address, the courier may attempt delivery again at another time.

10.2. An additional fee corresponding to the delivery costs may be charged for repeated delivery.

11. Reservation of goods

11.1. Goods are reserved for the Buyer after order confirmation and receipt of payment, unless otherwise specified.

11.2. If payment is not made within 5 working days, the Seller has the right to cancel the order.

12. Refusal of an order after dispatch

12.1. If the Buyer refuses the order after the goods have been handed over to the courier or transport company, the Seller has the right to request compensation for delivery costs.

13. Transfer of ownership and responsibility for goods

13.1. Ownership of the goods passes to the Buyer after full payment has been received and the goods have been handed over to the Buyer or a person designated by the Buyer.

13.2. The risk of accidental loss or damage passes to the Buyer when the goods are handed over to the Buyer at the delivery location.

14. Delivery delays

14.1. Delivery times are indicative and may vary depending on the delivery company’s operations, weather conditions, transport capacity and customs or logistics delays.

14.2. The Seller is not responsible for delivery delays caused by the courier company’s operations or other circumstances beyond the Seller’s control.

15. Force majeure

15.1. The Seller is not responsible for failure or delay in performing delivery obligations where this is caused by force majeure.

15.2. Force majeure includes events that the Seller could not foresee or prevent, such as natural disasters, fires, floods, war, strikes, government restrictions or disruptions to transport and logistics systems.

16. Incorrect 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 because the Buyer provided incorrect information, the Buyer covers all additional delivery or reshipping costs.

17. International delivery

17.1. The Seller delivers goods to European Union countries and other countries where delivery is available for the selected product and delivery service provider.

17.2. International delivery may take longer than delivery within Latvia and depends on transport routes, logistics partners and customs procedures, usually 4–12 working days.

18. Customs duties and import charges

18.1. If goods are delivered to a country outside the European Union, the Buyer may incur additional charges, such as:

• Import customs duty;
• Value added tax (VAT);
• Customs brokerage or administration fees.

18.2. These charges 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 charges are paid by the Buyer.

19. Customs procedures and documents

19.1. Where necessary, the Buyer must provide additional information or documents required for customs procedures.

19.2. The Seller is not responsible if the shipment is detained, returned or destroyed because the Buyer fails to provide the required documents or pay customs charges.

20. Return of international shipments

20.1. If an international shipment is returned to the Seller due to the Buyer’s action or inaction, such as unpaid customs duties, failure to collect the shipment or incorrect delivery information, the Buyer covers all costs associated with returning the shipment.

21. Responsibility for delivery restrictions

21.1. The Buyer is responsible for ensuring that the ordered product is permitted for import into the respective country.

21.2. The Seller is not responsible if customs authorities detain, confiscate or restrict delivery of a shipment under the laws of the respective country.

22. International delivery conditions (Incoterms)

22.1. International shipments are delivered in accordance with Incoterms, unless otherwise specified.

22.2. Where DAP (Delivered At Place) applies, the Seller arranges transportation to the delivery address specified by the Buyer, while the Buyer covers all applicable import taxes, customs duties and other import-related costs.

22.3. In certain cases, where specified during order placement, DDP (Delivered Duty Paid) may apply. Under this condition, the Seller covers transportation costs, import taxes and customs duties until delivery to the Buyer.

22.4. The applicable delivery condition is stated in the order confirmation or delivery documents.

III. RIGHT OF WITHDRAWAL

1. 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 purchase within 14 (fourteen) calendar days of receiving the goods.

1.2. Exercising the right of withdrawal is voluntary. However, the Buyer must inform the Seller of their intention to withdraw by sending a withdrawal notice by email or another written communication channel.

1.3. At the Buyer’s request, the Seller provides a withdrawal form that may be used to submit the withdrawal notice.

2. Refund

2.1. After receiving the withdrawal notice, the Seller refunds the price paid for the goods using the same payment method used for the transaction, within 10 working days of receiving the notice.

2.2. Delivery costs, where charged, are not refunded unless the goods were delivered damaged or did not correspond to the order. The stated basis is that delivery was selected by the Buyer as an additional service and the Buyer therefore bears these costs.

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 to another warehouse from which the goods were dispatched.

All costs associated with returning the goods are paid by the Buyer.

3. Limitations of the right of withdrawal

3.1. The Buyer cannot exercise the right of withdrawal if:

• The nature of the goods prevents their return after receipt;
• The goods were manufactured individually for the Buyer under a special order;
• The packaging has been 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 while exercising 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 have been used improperly;
• The Buyer has not followed the operating instructions;
• The original packaging is missing or significantly damaged.

4. 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 all supplied components and accessories.

4.2. Goods must be returned securely to prevent damage during transportation.

4.3. The Buyer is responsible for protecting the goods against damage until they are received at the Seller’s warehouse and the Seller confirms acceptance by preparing a handover and acceptance document.

5. Additional information

5.1. The right of withdrawal is exercised in accordance with Cabinet of Ministers Regulation No. 255 “Regulations regarding Distance Contracts” and PTAC recommendations concerning consumer rights protection in e-commerce.

5.2. These rules are intended to ensure that the withdrawal process is transparent, understandable and complies with the applicable legal requirements of the Republic of Latvia.

IV. DATA PROCESSING (RULES)

1. Purpose of personal data processing

1.1. By providing the information required to place an order, the Buyer acknowledges that the data is used to:

• Process the order;
• Arrange delivery of the goods;
• Fulfil the Seller’s obligations under the laws of the Republic of Latvia and the European Union.

1.2. The Buyer agrees that the following may be sent to the specified email address:

• Order status notifications;
• Payment confirmations;
• Other information relating to order processing;
• Informational messages in exceptional cases.

2. Data processed

2.1. The Seller processes only personal data necessary for order processing and delivery, such as:

• First name and surname;
• Email address;
• Telephone number;
• Delivery address;
• Payment information, where necessary;
• Other information relating to the order.

2.2. Data is not used for other purposes without the Buyer’s consent.

3. 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, including order processing and delivery (GDPR Article 6(1)(b));
• Compliance with the Seller’s legal obligations under the laws of the Republic of Latvia (GDPR Article 6(1)(c)).

4. Data retention period

4.1. Personal data is retained for as long as necessary for order fulfilment, delivery, accounting and compliance with legal requirements, but no longer than the period prescribed by law.

4.2. After the retention period expires, personal data is deleted or anonymised.

5. Data protection and security

5.1. The Seller protects personal data in accordance with the GDPR and Latvian regulations, using measures such as:

• Data encryption;
• Access controls;
• Employee instructions on data protection.

5.2. Personal data is transferred only to trusted service providers that ensure data protection in accordance with the GDPR, such as payment processing partners and delivery companies.

6. Buyer’s rights

6.1. The Buyer has the right to:

• Access their personal data;
• Correct inaccurate or incomplete data;
• Request deletion or restriction of processing where this does not affect the Seller’s legal obligations;
• Object to processing based on the Seller’s legitimate interests;
• Withdraw consent at any time for purposes where processing is based on consent.

6.2. The Buyer may exercise these rights by contacting the Seller:

7. Transfer of data to third parties

7.1. Personal data may be transferred to third parties only for:

• Delivery of goods;
• Payment processing;
• Accounting and tax administration;
• Compliance with requests required by law or law enforcement authorities.

7.2. Third parties process data only on behalf of the Seller and in accordance with the GDPR.

8. Complaints and notification to authorities

8.1. The Buyer may submit a complaint to PTAC or the Data Protection Inspectorate if they believe that personal data is being processed unlawfully.

8.2. The Seller cooperates with supervisory authorities and provides the required information concerning data processing where necessary.

V. DISPUTE RESOLUTION PROCEDURE

1. Negotiation

1.1. All disputes, disagreements or claims between the Seller and the Buyer concerning the Distance Contract, order fulfilment, delivery, payments or warranty claims are first addressed through negotiations.

1.2. The Buyer is invited to contact the Seller by email at [email protected] or by phone on +371 29287710 to seek a mutually acceptable solution.

2. Legal proceedings

2.1. If a dispute cannot be resolved through negotiations within 30 days of the Buyer’s first complaint, it will be considered by the competent court of the Republic of Latvia.

2.2. Disputes are resolved 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 legislation.

2.3. Where necessary, the Buyer may also contact the Consumer Rights Protection Centre (PTAC). This does not exclude the Seller’s right to initiate proceedings in Latvian courts.

3. International disputes

3.1. If the Buyer is a natural person from another EU country, dispute resolution is additionally governed by EU regulations on consumer disputes, for example EU Regulation 524/2013 concerning the e-commerce dispute resolution platform.

3.2. Nevertheless, the Seller retains the right to choose Latvian courts as the competent jurisdiction where this is consistent with European Union regulations and the contractual terms.

VI. LOYALTY PROGRAM

1.1. TOPSantehnika.lv offers registered customers the opportunity to participate in a loyalty program providing additional discounts, special offers and other benefits when shopping in the online store.

1.2. The loyalty program is available only to registered customers who have created an account in the TOPSantehnika.lv online store.

1.3. To receive the loyalty discount, the customer must agree, in the registration form or account settings, to receive special offers, news, reminders and other marketing information.

1.6. The loyalty discount may not apply to promotional items, products with individually agreed prices, wholesale orders, delivery costs or other cases at the discretion of TOPSantehnika.lv.

1.7. Loyalty discounts cannot be combined with other discount campaigns, coupons or individually granted discounts unless otherwise stated.

1.8. TOPSantehnika.lv reserves the right to change the loyalty program rules, modify the discount amount, suspend or terminate the program, or restrict it to certain products or customer groups at any time.

1.9. TOPSantehnika.lv reserves the right to cancel granted benefits or deny participation if dishonest, fraudulent or non-compliant customer activity is identified.

1.10. Customers may unsubscribe from news, special offers and reminders at any time. In such cases, TOPSantehnika.lv reserves the right to discontinue the loyalty discount.

1.11. Participation in the loyalty program is voluntary and free of charge.

PRIVACY POLICY

This Privacy Policy explains the privacy practices and personal data processing principles relating to the SIA TOP Santehnika website and services. For enquiries about data processing, please email [email protected].

What information do we collect?

We collect personal data that you voluntarily provide by email, through online forms or through other direct communication with us.

When placing an order, you must provide your first name, surname, contact details, delivery address and any other information you wish to submit.

How do we use the personal data we collect?

We may use your personal data to:

• Provide the services and information you request;
• Process your orders and prepare the necessary documents;
• Provide effective customer support;
• Help prevent threats or fraudulent activity;
• Send informational messages where you have expressly agreed to receive them;
• Comply with legal and regulatory requirements.

We may disclose your information to third parties to comply with legal requirements, cooperate with supervisory authorities, help prevent criminal activity and protect our rights, your rights and the lawful rights of others.

How do we protect personal data?

We use technical and organisational security measures to protect your personal data. Access is limited to authorised persons.

How long do we retain personal data?

We retain personal data for as long as necessary for the purposes for which it was collected and as permitted or required by applicable legislation.

How do we use cookies?

Cookies are small text files stored on your computer by websites you visit. They support website functionality and provide information to website owners.

This website may use the following cookies:

• Functional cookies. These cookies are necessary to navigate the website and use its features. Without them, we cannot provide requested services such as shopping cart functionality.
• Google Analytics cookies. These cookies collect website visitor statistics. We use this information to improve the website and our advertising activities.
• Targeted advertising cookies. These cookies help improve advertising effectiveness and display advertisements that are more likely to interest you.
• Third-party service cookies. Cookies may be set by services used on this website, including the Facebook “Like” button and the draugiem.lv button. Some may track your activity on other websites. We cannot control these cookies because they are not set by our website.

How can you refuse cookies?

You can use the private browsing mode offered by most browsers, such as a private window, incognito window or InPrivate window. Cookies created during a private browsing session are deleted when all private browsing windows are closed.

To opt out of the collection and use of information for targeted advertising, you can use the free tools Your Online Choices or YourAdChoices.

Your rights regarding personal data

If you are a data subject under the EU GDPR, for example an EU citizen providing us with personal data, you have the following rights concerning your personal data:

• Right of access. You may request information about why and how your personal data is processed and obtain a copy of the data we hold about you in a commonly used electronic format, free of charge.
• Right to rectification. You may request correction or completion of inaccurate or incomplete personal data without undue delay.
• Right to erasure (“right to be forgotten”). You may withdraw your consent and request deletion of your personal data without undue delay when it is no longer necessary to provide the requested services or comply with legal requirements.
• Right to restrict processing. You may request restriction of processing where you object and we have no legitimate grounds to continue, where you dispute data accuracy, where processing is unlawful, or where the data is needed to establish, exercise or defend legal claims.
• Right to object. You may object to processing at any time unless it is necessary for a task carried out in the public interest or compelling legitimate grounds justify the processing.

Other rights under the GDPR. Further information is available on the EU data protection website.

WARRANTY TERMS

1. Warranty

1.1. Goods purchased from the www.topsantehnika.lv online store operated by SIA TOP Santehnika, registration number 40203392981 (hereinafter – the Seller), are covered by the legally required conformity of goods with the contractual terms (hereinafter – the Warranty).

1.2. The Warranty is valid only if the Buyer presents the original document confirming the transaction, such as an invoice or delivery note, and has complied with the Product instructions and these Warranty Terms.

1.3. Important: If the Product requires installation by a certified technician, such as a heat pump, air conditioner or heating boiler, the Warranty is not valid if installation or initial commissioning is carried out by a non-certified technician.

1.4. If the Product requires a certified technician, a warranty card will be sent to the Buyer by email after receipt of the Product. Completion and submission of this card to the Seller are 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, meaning a natural person for household use, the Warranty is valid for 24 months from the purchase date. The Seller or manufacturer may specify a longer period in the invoice, user manual or on the manufacturer’s website.

2.2. If the Product is purchased by a legal entity or a natural person acting in the course of business, the Warranty is valid for 12 months from delivery, unless the manufacturer provides a longer period.

2.3. The Warranty does not cover spare parts installed independently or incorrectly. Spare parts must be installed by a certified technician.

2.4. The Warranty is not valid if:

• Damage results from improper use, modification, inadequate maintenance or careless handling;
• Damage results from failure to follow the user manual;
• The Product was installed or commissioned by a non-certified technician;
• The Product was used commercially where the manufacturer did not intend such use;
• The Buyer cannot present the invoice or delivery note and a correctly completed warranty card.

3. Warranty claims

3.1. A Consumer may submit a claim for goods that do not conform to the contract within 30 days of discovering the defect.

3.2. A legal entity or a natural person acting in the course of business may submit a claim within 2 weeks of discovering the defect.

3.3. Warranty claims must be submitted to the Seller at [email protected] or to the service centre designated by the manufacturer or dealer. Please confirm the relevant service centre with the Seller.

3.4. If the Product requires a certified technician, the claim must be sent to the Seller with the warranty card attached.

3.5. If the Seller’s or manufacturer’s service department identifies a manufacturing defect, it will be repaired free of charge.

3.6. If damage results from incorrect installation or use, such as incorrect installation by the Buyer’s technician:

• The Buyer pays for spare parts and the technician’s call-out in accordance with the Seller’s price list;
• The Warranty does not cover work 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 product from the range, paying any price difference where the replacement is more expensive;
• Request a refund for the Product, including depreciation calculated by the Seller under Section 28, Paragraph 5 of the Consumer Rights Protection Law.

4. Warranty exclusions

The Warranty does not cover:

4.1. Accessories supplied with the Product that are subject to natural wear, such as batteries, rechargeable batteries, bulbs, filters, oil and lubricants.

4.2. The Product where:

• Its expiry date has passed;
• Natural wear has occurred, such as reduced battery capacity or component wear;
• Non-conformity results from improper installation or use;
• Unauthorised repair or disassembly has been carried out;
• Damage results from environmental factors, such as temperature, humidity, natural disasters, liquids or foreign substances;
• The Product was used commercially or professionally where this is not permitted by the instructions.

5. Submitting the Product for warranty repair

5.1. When submitting the Product:

• The Product must be clean and include all supplied components and accessories;
• Missing components or a dirty Product may be grounds for refusal.

5.2. If the Product cannot be delivered to the customer service centre, for example because it is installed equipment, the Seller agrees with the Buyer on the method and agreed cost of on-site diagnostics and repair, including transport and labour charges.

5.3. If the Product is dismantled before diagnostics and the cause of the defect has not been established, the damage is presumed to have resulted from incorrect installation, use or transportation.

5.4. Where the defect is not covered by these Warranty Terms, the Buyer pays diagnostic and repair costs in accordance with the Seller’s price list.

6. Buyer’s obligations and conditions of use

6.1. Always read the Product’s user manual before use.

6.2. Use the Product for its intended purpose and in accordance with the instructions.

6.3. Ensure proper maintenance, cleaning and replacement of parts as required by the instructions.

6.4. If the Product is intended for self-installation, use only components and tools specified by the manufacturer.

6.5. Check the packaging upon receipt and immediately inform the Seller of any damage.

6.6. The warranty card sent to the Buyer’s specified email address must be submitted to the Seller by email. Otherwise, the Warranty is not valid.