Return Policy

 

At SIA TORANS (Registration number: 40003613318), we strive to ensure customer satisfaction and transparency in all transactions. This Return Policy outlines your rights and obligations when returning purchased goods.

1. Right of Withdrawal

1.1. In accordance with the Consumer Rights Protection Law and Cabinet of Ministers Regulations No. 255, the Customer has the right to withdraw from the contract and return the product within 14 (fourteen) days of receiving the goods.
1.2. To exercise the right of withdrawal, the Customer must notify the Seller in writing by completing and submitting the Return Form within the 14-day period.
1.3. Returned goods must be unused, undamaged, and in their original sealed packaging. Any labels, safety seals, or protective films must not be removed or damaged.
1.4. The Customer bears the cost of return shipping, unless the reason for return is the delivery of a product that does not conform to the order.
1.5. The goods must be returned to the Seller within 14 (fourteen) days after submitting the written withdrawal notice. The deadline is considered met if the item is handed over to a courier or postal service before the end of the 14-day period.
1.6. The Seller reserves the right not to issue a refund until the goods are received and inspected for compliance with return conditions.
1.7. If the returned item is found to be used, opened, or damaged, the Seller may refuse the refund partially or entirely.
1.8. The Seller will refund the price of the returned goods within 14 calendar days from the date of receipt of the returned product.
1.9. The refund will be issued via the same payment method used for the original transaction, unless otherwise agreed. No additional fees will be charged for the refund.
1.10. If free shipping was offered and the Customer returns part or all of the order, the Seller reserves the right to deduct the original delivery cost from the refunded amount.

2. Right to Refuse Return

In accordance with the Cabinet of Ministers Regulations No. 255, the right of withdrawal does not apply to the following cases:

• The product is perishable or has a short shelf life;
• The packaging has been opened for products which, for health or hygiene reasons, are not eligible for return;
• The product, after delivery, has been irrevocably mixed with other items due to its nature;
• The goods are personal care or hygiene products, including cosmetics, which have been opened or used;
• The goods are custom-made or clearly personalized to the Customer's specifications;
• The use or condition of the product cannot be verified;
• The shelf life of the product significantly depends on the date of opening the packaging;
• The item is damaged after delivery by the Customer;
• Food supplements, non-prescription medicines, and medical devices which require specific storage conditions (humidity, light, temperature) in accordance with Cabinet of Ministers Regulation No. 416 “Procedure for the Distribution and Quality Control of Medicines”.

The right of withdrawal does not apply to legal entities or if the goods are intended for professional or commercial use.

3. Filing a Complaint

If you believe that the product is defective or does not meet the stated specifications, please contact us at: info@lorande.com

Please include:

• A clear description of the issue
• Order number and product name
• Your contact information

We will review and respond to your complaint within 3 business days.

The Customer also has the right to file a claim with the Consumer Rights Protection Centre (PTAC) or refer the dispute to the Consumer Dispute Resolution Commission in Latvia.