Warranty and claims resolution

Warranty

Procedure and conditions for using the warranty

The warranty represents additional obligations assumed by its provider. The law for consumers provides the right to lodge a claim for a defective product within a specified period after its purchase;

For more details: http://www.ptac.gov.lv/lv/content/par-precu-garantiju

1. If CITA SANTEHNIKA provides an additional warranty for the product (longer than the period during which the consumer is entitled to claim for non-compliance), the consumer has the right to request repair or replacement of the product throughout the remaining warranty period, in accordance with the conditions specified in the warranty document (Consumer Rights Protection Law, Article 27).
2. The warranty is valid only for goods not used for commercial purposes. The warranty is valid if the buyer can present a purchase document (receipt, invoice);
3. Warranty conditions do not apply to damage caused by the fault of the buyer or user, for example:

3.1. the product has not been used for its intended purpose and has not been operated as indicated in the product's instructions for use;

3.2. scratched, broken constructions, water poured in unauthorized places, improper cleaning with wrong agents, foreign objects found in the product, insect ingress into the products or other signs indicating improper use of the product;

3.3. damage caused by rapid temperature fluctuations, as well as other household and external factors, such as smoke, dust, moisture, impacts, scratches;

3.4. cases of natural wear and tear, e.g., batteries

3.5. damage caused by improper transport of the product.

4. To apply for a warranty case, please write an application to serviss@cita.lv, indicating the date of purchase of the product, the defect of the product, and attaching a copy of the receipt or invoice.

Non-conformity of Goods

Consumer Claim for Goods Not Conforming to Contractual Terms

1. The consumer has the right to lodge a claim with the seller (hereinafter referred to as CITA SANTEHNIKA) for the non-conformity of goods to the contractual terms within 2 (two) years from the date of purchase of the goods or longer if an additional warranty period is provided for the goods and a written warranty confirmation has been received.
2. The consumer has the right to request that CITA SANTEHNIKA rectify the non-conformity of the goods (hereinafter - Non-conformity) without charge or exchange the goods for those that conform to the contractual terms, except when it is not possible or is unreasonable.
3. The claim for goods not conforming to the contractual terms must be submitted within 2 (two) months from the day when the non-conformity of the goods to the contract is identified.
4. To apply for Non-conformity, please download the form and send the completed form to serviss@cita.lv, attaching a copy of the purchase document to the letter.
5. Alternative ways of submitting the form:

5.1. Submit it at CITA SANTEHNIKA store, presenting a copy of the purchase document.

5.2. Send a registered letter to SIA "CITA SANTEHNIKA", Rencēnu 7b, Rīga, LV-1073, Latvia, attaching a copy of the purchase document to the letter.

6. The exchange of goods or rectification of Non-conformity is free of charge (including without reimbursement of costs for sending the goods, labor, materials, and other expenses) and within a reasonable time frame, without causing inconvenience to the consumer and taking into account the nature of the goods, as well as their intended use.
7. The consumer has the right to demand that CITA SANTEHNIKA reduce the price of the goods or cancel the contract and refund the amount paid for the goods if CITA SANTEHNIKA does not rectify the Non-conformity to the contractual terms or does not exchange the goods for those that conform to the contractual terms within a reasonable time frame, or if the aforementioned actions are carried out causing significant inconvenience to the consumer.
8. When reducing the price or canceling the contract and refunding the amount paid for the goods to the consumer, account may be taken of the wear and tear of the goods or the benefit that the consumer has obtained from using the goods, as agreed upon by the contracting parties.
9. If the non-conformity is minor and cannot significantly affect the consumer's ability to use the goods, the consumer cannot demand that CITA SANTEHNIKA cancel the contract and refund the amount paid for the goods. Non-conformity to the contractual terms is considered minor if it does not significantly impair the quality of the goods' performance or their properties and can be rectified without causing visually detectable changes to the external appearance of the goods.
10. To rectify the deficiency of large-sized goods or goods weighing more than 10 kilograms that do not conform to the contractual terms, the seller (CITA SANTEHNIKA) shall arrange for their return, exchange, or cancellation of the contract at its own expense. After prior coordination with CITA SANTEHNIKA, the consumer has the right to deliver the goods themselves or with the assistance of a third party, but at the expense of CITA SANTEHNIKA.
11. If the consumer delivers the goods, CITA SANTEHNIKA shall reimburse the expenses incurred by the consumer for delivering the goods within three working days after receiving documentary evidence of the expenses (Consumer Rights Protection Law, Article 28).

Consumer Rights Protection Law: https://likumi.lv/doc.php?id=23309

SUBMITTING COMPLAINTS AND DISPUTE RESOLUTION

1. Please submit complaints regarding the availability or quality of goods electronically by sending them to the email e-veikals@cita.lv or in writing to the address Rencēnu 7B, Riga, LV1079, Latvia. Complaints will be reviewed within 14 working days from the day of receiving the complaint, and a response will be sent to the contact address provided in the complaint.
2. If a complaint is deemed unjustified and the complainant disagrees with this decision, the complainant has the right to use alternative dispute resolution options by submitting a written request to the company for external dispute resolution, indicating:

- name, surname, contact information;

- date of submission of the request;

- essence of the dispute, demands, and their justification.

3. Information about alternative dispute resolution methods and external dispute resolution bodies:

http://www.ptac.gov.lv/lv/content/stridu-risinasanas-process

http://www.ptac.gov.lv/lv/content/arpustiesas-pateretaju-stridu-risinataju-datubaze