Return terms

General Provisions

The Buyer – a legal entity – shall apply for the return of non-conforming goods in accordance with the procedure specified in the contract concluded between the parties. If no such contract exists, the return shall be carried out according to these Terms and Conditions.

The Buyer – a natural person – shall submit an application for the return of non-conforming goods in accordance with the procedure set forth in the Consumer Rights Protection Law and these Terms and Conditions.

According to the Consumer Rights Protection Law, the consumer (a natural person purchasing goods outside the scope of economic activity) has the right to withdraw from a distance contract and return the goods to the Seller within 14 days of receiving the goods, without providing a reason.

This right applies to non-food items that are undamaged, not used beyond what is necessary to inspect the product, and are returned in their original packaging.

To exercise the right of withdrawal, the consumer must send a written notice to the Seller within 14 days expressing the intention to withdraw, and then return the goods no later than 14 days after sending the notice.

Damaged or Defective Goods

If the Buyer, after receiving the order, but no later than within the product’s warranty period, discovers that the product is damaged and/or of poor quality, the Buyer must submit a request to the Ferax.lv customer service department by email at info@ferax.lv, describing the defect in detail and attaching a photo of the damaged item.

Return Conditions

• Non-food products with an expiration/warranty period and a discovered defect (not caused by improper use or storage) may be returned by the Buyer within the valid period.
• Food products may be returned before their expiration date.

Return Procedure

The Buyer shall return the goods at their own expense by mailing them to the following address: SIA Feraks, Meldru iela 1, Liepāja, Latvia, LV-3401. By agreement with the Seller, the goods may also be handed over to a courier representing the Seller.

Complaint Handling

The Buyer's complaints are reviewed within 15 (fifteen) days of receipt. If, for objective reasons, it is not possible to respond within this timeframe, the Seller shall promptly notify the Buyer in writing, explaining the reason for the delay and indicating a reasonable extended period for the response.

Buyer's Responsibility

The Buyer is responsible for any reduction in the value of the goods if the goods have been used in a manner inconsistent with the principle of good faith, including for purposes other than determining their characteristics or functionality.

The following items will not be accepted:

• Used goods;
• Goods that cannot be returned for hygiene reasons if the packaging has been opened;
• Food products with opened packaging;
• Goods that are not returned in full set;
• Goods damaged due to improper storage by the Buyer.

Goods must be returned properly packaged in their original packaging and in complete set. If these conditions are not met, the Seller reserves the right to reject the return and not issue a refund.

Exchange Options

The Buyer may agree with the Seller to exchange goods.

Refunds

The Seller shall refund the price of the returned goods (if the Buyer exercised the right of withdrawal or if the goods did not comply with the contract) within thirty days of receiving the returned goods, by transferring the amount to the account used for the original payment.

Return Costs

The costs of returning goods are borne by the Buyer, except when the goods do not comply with the terms of the contract.

Undelivered Items

If any of the ordered goods are not delivered, their value will be refunded by transfer to the account specified in the Buyer’s customer profile within 3–5 business days. A notification of the refund will be sent to the email address listed in the Buyer’s profile.