Terms and Conditions for Ordering and Purchasing Goods

Terms and Conditions for Purchasing and Ordering Goods in the Online Store citasantehnika.lv for Wholesale/Legal Entities

Terms and Conditions for Purchasing and Ordering Goods in the Online Store citasantehnika.lv for Individuals

Before placing an order in the Online Store, please carefully read these Terms and Conditions. Please note that these Terms and Conditions define the terms of the Purchase Agreement between the Buyer (an individual) and the Seller.

The Seller processes the Buyer’s personal data in accordance with the Privacy Policy. Please read it carefully and ensure that all terms of the Privacy Policy are understood and acceptable.

1. Definitions

1.1. Seller – SIA "CITA SANTEHNIKA", registration number 40003451144, VAT payer registration number LV40003451144, legal address: Gunāra Astras iela 8, Riga, LV-1073, Republic of Latvia.

1.2. Buyer – an adult and capable individual who purchases goods and/or services in the Online Store or uses the Online Store and plans to purchase goods and/or services from the Seller for personal, family, or household needs and purposes not related to business or professional activities.

1.3. Registered User – an individual who has created a profile on the website www.citasantehnika.lv. A profile can be created by filling out the registration form on the Online Store’s website www.citasantehnika.lv, providing the necessary data, agreeing to the processing of personal data, and confirming that they have read the Seller’s Privacy Policy.

1.4. Customer Card– a physical card that provides the user with advantages when shopping in the offline store, in accordance with the Customer Card terms and conditions.

1.5. Online Store – the Seller’s online store, available at www.citasantehnika.lv.

1.6. Purchase Agreement – a distance contract concluded between the Buyer and the Seller for the purchase and sale of goods offered in the Online Store, considered concluded in the manner specified in section 2.4.

1.7. Terms and Conditions – these terms and conditions for the remote purchase and sale (Purchase Agreement) of goods offered in the Online Store.

1.8. Order – an order for goods placed in the Online Store, including all goods that the Buyer wishes to purchase from the Seller and that are specified in the same order

2. Order Placement

2.1. Orders in the Online Store can be placed by both registered and unregistered users at any time of the day.

2.2. The minimum purchase amount for an order is EUR 15.00 (fifteen euros) after applying any discount code (if available) and excluding delivery costs. If the selected purchase in the Online Store does not reach the minimum amount, the order cannot be placed, and a warning message will appear indicating that the minimum purchase amount has not been reached.

2.3. Before placing an order, the Buyer is obliged to read these Terms and Conditions and the Online Store's Privacy Policy. By placing an order in the Online Store, it is considered that the Buyer has read and agreed to the Terms and Conditions and the Privacy Policy and confirms their agreement to the Purchase Agreement terms, as well as confirms their commitment to accept the ordered goods.

2.4. To purchase goods, the Buyer places an order in the Online Store by adding the item to the cart, specifying the delivery and payment method, and confirming the purchase by clicking “buy.” The Buyer is responsible for the accuracy and completeness of the data provided in the order. If the Buyer finds that the entered data is incorrect and/or incomplete after placing the order, the Buyer must immediately contact the Seller's customer service via email: e-veikals@cita.lv.

2.5. It is considered that the Buyer and Seller have entered into the Purchase Agreement when the Buyer:

   (i)   Places an order in the Online Store in accordance with these Terms and Conditions;

   (ii)  Confirms that they have read the Terms and Conditions, selects the order receipt method, payment method, and confirms the order submission;

   (iii) The Seller confirms the Buyer's order by sending an order confirmation to the email address provided by the Buyer.

2.6. The Seller has the right not to confirm the Buyer's order if the Buyer has not fulfilled all the conditions for ordering goods, if the Seller's warehouse does not have the goods ordered by the Buyer, if the Buyer has not confirmed their agreement to the Terms and Conditions, if the Seller believes that the Buyer is involved in wholesale purchases, or due to a technical error related to the price indicated in the Online Store, and/or for other reasons which the Buyer will be informed about individually.

2.7. If the Seller is unable to sell the product or the circumstances specified in point 2.7 occur (the product is not available in the warehouse, the price indicated in the Online Store is incorrect), the Seller informs the Buyer and refunds the amount paid by the Buyer for the ordered product that the Seller cannot deliver/sell. When only part of the ordered products is available, the Seller contacts the Buyer, and the parties agree on the order receipt procedure. In such cases, the Seller is released from liability related to the non-delivery/non-sale of the product.

2.8. When ordering goods in certain categories, the design/color of the goods may differ from the image seen in the Online Store at the time of order receipt. For assorted goods (i.e., goods with one item code but different color/design variations), manufacturer-specified modifications are possible. For assorted goods, the Seller cannot guarantee the color and design seen by the Buyer in the Online Store image when placing such an order. Assorted product color/design variations are selected by the warehouse randomly, and such a difference is not considered a defect or non-compliance with the Purchase Agreement.

2.9. Completion of Purchase Agreement

The Purchase Agreement is considered fulfilled when the Goods are delivered to the Buyer in accordance with the Terms and the procedure described in the applicable laws of the Republic of Latvia.

2.10. Sales Documents

Sales documents for the Goods are sent electronically to the Buyer's email address provided by the Buyer after the order is placed and confirmed.

2.11. Disagreement with Terms

If the Buyer partially or completely disagrees with the Terms, it is not possible to purchase goods and/or services from the Online Store.

3. Payment Terms

3.1. Pricing

The prices of goods are indicated in euros and include value-added tax at a rate of 21% (twenty-one percent). Delivery costs are not included in the price of the Goods.

3.2. Buyer's Obligation

The Buyer undertakes to pay for the goods ordered in the Online Store.

3.3. Payment Methods

In the Online Store, the Buyer can make payments using internet banking services, online payment cards, bank transfers, as well as by arranging installment services.

3.4. Bank Transfer Payment

When choosing payment by bank transfer for the order, the order will be dispatched only upon receipt of full payment.

3.5. Gift Card Payment

Orders can be fully or partially paid using a gift card in accordance with the terms and conditions of the gift cards.

3.6. Refund Policy

In cases where the Buyer exercises the right of withdrawal as provided in section 5, and/or returns goods not compliant with the Purchase Agreement, the Seller refunds the Buyer's payment in the same manner it was received. For example, if a gift card was used, the Seller issues a new gift card to the Buyer. Used discount codes are reinstated if all the goods ordered in the specific order are returned.

4. Delivery and Receipt of Goods

4.1. Delivery Options

Goods ordered in the Online Store can be received free of charge:

- **in-person at "CITA SANTEHNIKA" store located at 8 G.Astras Street, Riga;

- through parcel machines provided by Omniva, DPD, Venipak, or courier services.

For more information on delivery options, please refer to the "Delivery" section.

4.2. Courier Delivery

When choosing courier delivery, the Buyer must provide a reachable contact phone number and ensure the acceptance of the order. On the day of delivery, the Buyer or the designated person (recipient of the order) must be reachable at the contact phone number provided in the order. Failure to do so will result in automatic rescheduling of the delivery to the next business day, and after 3 (three) unsuccessful delivery attempts, the delivery will be fully canceled, and the order will be canceled. During holidays and promotional periods, delivery may be delayed.

4.3. In-Store Pickup

If choosing to pick up a prepaid order at the "CITA SANTEHNIKA" store, this must be done within 7 (seven) calendar days from the moment the Seller confirms that the order is ready. After the expiration of this term, a storage fee of EUR 2.00 per day will apply.

4.4. Confirmation of Goods Receipt

The receipt of goods is confirmed as follows:

- When receiving the order from the courier offered by the Seller: the Buyer's signature on the electronic terminal of the courier/order issuer or the courier's note confirming delivery, taking into account the current epidemiological safety requirements.

- When receiving the order from a parcel machine: entering a personal code provided by the Buyer to retrieve the goods.

- When receiving the order from a carrier offered by the Seller: the Buyer's signature on the sales documents of the Goods or the carrier's note confirming delivery, taking into account the current epidemiological safety requirements.

- When receiving the order at the Seller's store: the Buyer's signature on the sales documents of the goods.

4.5. Reporting Damages

If packaging damage is detected at the time of delivery, the recipient of the order must immediately inspect the contents of the order together with the courier. In case of damage, the courier must prepare a report on the damaged order. The recipient has the right to return the damaged shipment to the courier or keep it if the damages are minor. In any case, the Buyer must contact the Online Store customer service within 1 (one) business day from the date of receipt of the shipment, sending a letter to the email: e-veikals@cita.lv, and inform about the situation.

4.6. Parcel Machine Damages

If packaging damage is detected when receiving the order from a parcel machine, the recipient of the order must immediately file a claim by contacting the Online Store operator and informing about the situation by sending a letter to the email: e-veikals@cita.lv.

4.7. Inspection of Goods

The Buyer has the obligation to inspect the packaging, quantity, quality, and completeness of the goods within 3 (three) business days from the receipt of the order. If the Buyer finds any damage or defects in the goods, the Buyer must immediately, but no later than 3 (three) business days from the receipt of the order, send photo(s) clearly showing the damage and the part(s) number of the damaged goods according to the attached assembly instructions (if any), as well as a description of the problem, by sending a letter to the email: e-veikals@cita.lv. The Seller's customer service will contact the Buyer within 3 (three) business days to resolve the situation. If the Buyer fails to fulfill this obligation within the specified period and does not submit a claim to the Seller, it is assumed that the packaging of the goods is in proper condition, and the quantity, quality, assortment, accessories, and completeness comply with the conditions of the Purchase Agreement and the description of the goods in the Online Store.

5. Product Returns

5.1. Right of Withdrawal

When purchasing a product from the Online Store, the Buyer has the right to use the right of withdrawal and unilaterally withdraw from the Purchase Agreement within 14 (fourteen) days from the day the Buyer (or the recipient of the order) has received the Order (hereinafter - the Withdrawal Period), and return the goods purchased from the Online Store back to the Seller, receiving a refund for the returned goods. The costs of returning the goods are borne by the Buyer.

5.2. Non-Refundable Delivery Costs

If, when placing the Order, the Buyer has clearly expressed a desire to use a delivery method that is not the Seller's cheapest standard delivery method, the Seller is entitled not to refund the Buyer for additional delivery expenses.

5.3. Notification of Withdrawal

The Buyer must inform the Seller of the decision to exercise the right of withdrawal before the end of the withdrawal period, by writing to the email: e-veikals@cita.lv or by calling the customer service phone number +371 67199065.

5.4. Exceptions to the Right of Withdrawal

The Buyer cannot exercise the right of withdrawal in the following cases:

- The Buyer has opened the packaging of the goods, which cannot be returned due to health and hygiene reasons (the list of other non-returnable goods is provided below).

- The Buyer has used the purchased product for a purpose and to an extent other than to determine the nature, characteristics, and functioning of the goods.

- The product is damaged/modified after delivery to the Buyer (or the recipient of the order).

6. Warranty and Buyer's Rights in the Case of Non-Conforming Goods

6.1. Product Non-Conformity Claim

If the Buyer believes that the product purchased from the Online Store does not comply with the terms of the Purchase Agreement, the Buyer has the right to make a claim in accordance with the procedures established by regulatory enactments, by sending a letter to the email: e-veikals@cita.lv. The application must include a document confirming the purchase of the goods, specify the defect of the goods, and provide other evidence, such as photos of the goods. For more information on product non-conformity and complaint resolution, please refer to the "Warranty and Complaint Handling" section.

6.2. Warranty and Buyer's Rights

The Buyer has the right to file a claim with the Seller regarding the non-conformity of the product with the terms of the Purchase Agreement within 2 (two) years from the date of receiving the Order or longer if the product has an additional warranty period and a written warranty confirmation has been received from the Seller. For more information on the Buyer's claims, refer to the "Warranty and Complaint Handling" section. More information about warranty terms can be found in the "Warranty and Complaint Handling" section as well.

 6.3. Handling of Claims and Notifications

Upon receiving a claim or notification as mentioned in points 6.1 and 6.2 of these Terms, the Seller evaluates its validity and provides a response within 14 (fourteen) days of receiving the respective claim or notification, by sending the response to the Buyer's provided email address.

6.4. Rejection of Claims

The Seller has the right to reject the Buyer's submitted claim or notification regarding the non-conformity of the purchased product with the terms of the Purchase Agreement if the conditions of use of the product were violated, namely if the product was used for purposes not intended for it.

6.5. Alternative Dispute Resolution

Consumer disputes outside of court are resolved by the Consumer Rights Protection Centre (address: Brīvības iela 55, Rīga, Latvia, LV-1010) – http://www.ptac.gov.lv/lv. For more information on out-of-court dispute resolution, refer to the "Warranty and Complaint Handling" section.

6.6. Submission of Requests or Complaints

The Buyer can submit requests or complaints about the product purchased in the Online Store on the consumer dispute resolution platform.

7. Conclusion

- These Terms and the relations between the parties in accordance with these Terms are governed by the laws of the Republic of Latvia and are interpreted based on the laws of the Republic of Latvia.

- Disputes arising from these Terms or related to them, their violation, termination, or validity, shall be finally settled in accordance with the laws of the Republic of Latvia.

- The Seller reserves the right to unilaterally amend these Terms, informing Registered Users by sending an email notification and publishing the current version of the Terms in the Online Store. Each time a product is ordered for the purpose of concluding a Purchase Agreement between the Seller and the Buyer, the version of the Terms that is in effect on the day of concluding the Purchase Agreement shall apply.

These Terms are effective from June 1, 2024.