TERMS OF USE AND DISTANCE CONTRACT

Seller – Annija Neretniece, entrepreneur, registration number 08020022028, brand "Two Trouble Tails," address: Samnera Velsa Street 8, Riga, Latvia, LV-1046 (hereinafter referred to as the "Seller"), maintains the website twotroubletails.com (hereinafter referred to as the "online store"), offering its content and services in accordance with the terms and conditions outlined below.

The Seller engages in the aforementioned activities in compliance with the rules regarding product ordering, delivery, returns, and other terms, as well as establishes the operational policies for the online store, which are presented on this website.

By accessing or using this online store, you confirm that you have read, understood, and agreed to abide by these terms and conditions without any limitations or conditions. The website reserves the right to change the terms of use without prior notice.

DISTANCE CONTRACT

If the Buyer purchases goods from the online store using the website, the mutual agreement between the parties is considered a "distance contract" and is subject to the legal regulations governing distance contracts, including but not limited to the European Parliament and Council Directive 97/7/EC on consumer protection in the context of distance contracts, the Latvian Consumer Protection Law, and the Cabinet of Ministers Regulation "Regulations on Distance Contracts."

The Seller of the goods offered on this online store, twotroubletails.com, on one side, hereinafter referred to as the Seller, and the person placing the order, hereinafter referred to as the Buyer, on the other side, enters into the following agreement:

ORDERING, PAYMENT, AND DELIVERY PROCEDURE

The Seller agrees to sell and deliver the goods to the Buyer according to the Buyer’s order.

  • The Buyer places an order for goods on the website twotroubletails.com by specifying the type and quantity of the goods to be purchased.

  • The Buyer has the option to make payment for the goods through a transfer using Swedbank, SEB, Citadele, Luminor, Revolut, or N26 internet banking. Payment options may vary for different delivery countries. In certain cases, the transaction may be completed by paying the invoice sent by the Seller to the Buyer’s email. The invoice is prepared electronically and is valid without a signature.

  • All goods on the website are priced in EUR (€), inclusive of taxes. Delivery costs are not included in the price of the goods.

  • The Seller will deliver the goods to the Buyer’s specified address according to the courier service’s tariffs. The Buyer will pay for the shipping costs and the goods in full, prior to receiving the confirmation and delivery of the goods from the Seller. The delivery price will be included in the invoice, which will be sent to the Buyer’s email. NB! When using the internet banking payment method, please confirm the order and click the "Return to Merchant" button.

The contract enters into force upon successful payment to the online store’s bank account. If, for any reason, the order cannot be fulfilled, the Buyer will be notified, and the paid amount will be refunded as soon as possible, but no later than 14 days after the notification is received.

If the Buyer does not receive an invoice in their email after placing the order, please contact us.

The Buyer or their representative is obligated to verify the conformity of the goods at the time of delivery or no later than 14 calendar days after receiving the goods.

More information about delivery methods and tariffs can be found here: DELIVERY AND PAYMENT

RIGHT OF WITHDRAWAL

The Buyer has the right to withdraw from the goods within 14 calendar days from the receipt of the goods.

How to withdraw from the goods:

  • Attach this form to the return shipment Atgriešanas veidlapa

  • The goods, along with the return form, can be returned to the address Samnera Velsa Street 8, Riga, or sent back to us via a parcel machine (the return costs are covered by the Buyer). Shipping address for returns: Riga, Zalves Street TOP parcel machine (Omniva, DPD, Smartpost, Venipak). Email: [email protected], phone number: +371 27624693. We will receive returns via parcel machines within 5 working days. The store will be responsible for refunding the Buyer’s money to the account from which the payment was made within 14 days (excluding holidays or official public holidays) after receiving and inspecting the returned goods.

The Buyer is responsible for the return shipping costs, unless the reason for the return is that the goods do not match the order (e.g., incorrect or damaged product).

Return/shipping costs or bank fees (that may apply in individual cases) will not be refunded.

The Buyer cannot exercise the right of withdrawal if:

  • The ordered goods have been used or damaged during use, or if any of the product's parts are missing;

  • The ordered goods were made specifically for the Buyer as a custom order or personalized items;

  • The ordered goods were purchased by a legal entity.

According to Section 12(6) of the Latvian Consumer Protection Law, "the consumer is responsible for preserving the quality and safety of the goods during the exercise of the right of withdrawal." The Seller reserves the right to refuse the Buyer’s use of the right of withdrawal or to charge a compensation fee if the product is damaged, misused, or the original packaging is lost or significantly damaged.

The Buyer is obliged to retain both courier service documents for receiving the goods and postal/courier service documents for returning the goods to the Seller.

COMPLAINT PROCEDURE IN CASE OF DEFECTIVE GOODS

If, during use, the Buyer finds that the quality of the goods does not meet their expectations, the Buyer has the right to file a complaint within 2 years.

The goods, along with the return form, can be returned to the address Samnera Velsa Street 8, Riga, or sent back via a parcel machine. The shipping address for returns: Riga, Zalves Street TOP parcel machine (Omniva, DPD, Smartpost, Venipak). Email: [email protected], phone number: +371 27624693.

The complaint form can be downloaded here Defekta iesniegums or used as a template and written on a blank sheet.

When returning the goods, the Buyer is responsible for the shipping costs. The goods will be inspected within 14 days from the time they are received at the warehouse. The Buyer will receive a response regarding the decision to the email address specified in the complaint. If the inspection finds that the defect is due to a manufacturing fault, the Buyer will be refunded all associated costs (delivery, return shipping costs, and the value of the goods) within 14 days from the date of the decision (bank transfer fees are not refunded as they are not directly related to the Seller’s service), and we can agree on a replacement of the product.

A complaint cannot be submitted in the following cases:

  • The defect occurred due to improper use, not following the Seller’s recommendations;

  • The defect was caused by the Buyer mishandling the packaging or improper transportation of the goods;

  • The goods have been fully used, lost, or otherwise unavailable for physical inspection by the Seller.

DATA PROCESSING

By entering the necessary information when placing an order, the Buyer confirms that they have read and agree that the provided data will be used by the Seller to process the Buyer’s order and deliver the goods in compliance with legal requirements. By entering information, the Buyer agrees to receive notifications regarding their order processing at the provided email address.

For detailed information about personal data processing, the Buyer can read the Privacy Policy on the online store’s website Privacy policy.

BUYER'S OBLIGATIONS

By visiting and using this website, you agree to:

  • Familiarize yourself with the distance contract;

  • Familiarize yourself with the privacy policy;

  • Treat other customers and the company with respect and follow ethical standards, for example, in the comment section;

  • Not spread unfounded or unverified information that could harm the company;

  • Not intentionally harm the company by misusing the available information;

  • Not use other people's data when placing orders or engaging in activities that may affect others' data;

  • Provide truthful information when submitting your data, placing an order, or engaging in other activities.

DISPUTE RESOLUTION PROCEDURE

In matters not addressed in these terms and conditions, the Buyer and Seller agree to comply with the applicable laws of the Republic of Latvia.

Any disputes between the Seller and Buyer will be resolved through mutual negotiation or correspondence. If the dispute cannot be resolved through negotiation or correspondence, the parties will resolve the dispute in the courts of the Republic of Latvia, in accordance with the applicable laws of Latvia. Disputes between the Buyer (consumer) and the Seller can also be submitted to the Consumer Rights Protection Center or the courts of the Republic of Latvia.

The Buyer has the right to address the dispute to the European Union dispute resolution bodies.