Warranty and rights of deal canceling

What is the deadline for addressing the issue of inappropriate goods?

The consumer is entitled to claim for a non-conformity of the goods or service within two years from the date on which the seller or service provider has transferred and the consumer has accepted the relevant product / service, or, if the goods are provided with a warranty, throughout the term specified in the warranty. The warranty period should not be less than two years (unless other substantial benefits to the consumer are promised at a shorter time, or a rapid depreciation is usually attributed to a component). The warranty can not shorten the legal deadline for filing a claim.

How soon will the device be repaired?

We strive to provide excellent customer service and service quality to elicit positive emotions, even when faced with technical problems. We will repair it as soon as possible, within 15 business days. In case ordering spare parts from manufacturing companies is required, we will definitely inform you about the need to extend the repair period. In rare cases, if the repairs requires a particularly complicated solution, the equipment will be sent to a service centre in another EU country.

Where can I hand in the device in need for repairs?

The device should be delivered to the appropriate service center (the list of service centers can be found on this page), or delivered to our service center: Ķengaraga iela 2b.
We recommend you turn to the specified service center (with a purchase confirmation document and a warranty voucher) – as means of fixing any damage that the device has sustained as soon as possible.

What are the cases when the company is entitled to refuse making repairs within the warranty period?

Free of charge warranty repairs are not provided if the equipment is damaged due to inappropriate handling and operation in violation of the manufacturer's regulations, such as mechanical damage, being subjected to moisture, installation of manufacturer unauthorized software, and other defects that are beyond the scope of the manufacturer's warranty repair and the user is at fault of causing.

1. All of the goods purchased on the ohoney.eu online store are covered by a manufacturer's warranty.
2. The warranty period set by the manufacturer for different products varies; this may be up to five years. You will find information about the manufacturer's warranty period in the product description, or inquire ohoney's customer advisor about it.
3. Within the framework of the legal warrantee, the consumer is entitled to submit a claim for non-compliance with the terms of the contract within 24 months from the moment of purchase. The right to apply for a claim is valid if the product was used only for its intended purpose and only in the household.
4. The terms of the manufacturer's warranty apply if you can provide:
   - a proof of purchase (check, bill of lading);
   - warranty voucher;
   - manufacturer's or distributor's warranty card (in case the manufacturer or distributor has included it in the package);
5. Prior to delivering the device for repairs, please ensure the safety of your data. Warranty service centers do not guarantee data retention, so be sure to back up your data.
6. In the event that the warranty service is invalid, but the customer refuses to pay for repairs, the customer must cover the diagnostics costs and the customer receives the service center's conclusion for the damage detected. If the customer agrees to pay for the repairs, then the diagnostics is considered free of charge.
7. Legal entities other than the Consumer are only covered by a warranty provided by the Manufacturer.

Warranty conditions do not apply to the item's accessories!
Device batteries, power adapters, cooling systems, and accessories included - headphones, remote controls, data transfer cables (USB), charging devices, etc. For natural wear and tear during operation, there is a limited warranty of 6 months or a warranty which lasts for certain service life cycles.

1. The damage was caused due to the fault of the buyer/user (e.g. scratched, broken structures, cracked screen, water poured into unplanned areas, inappropriate maintenance products used , if foreign objects are found inside the appliance, insects are allowed to enter inside the appliance or any other traces, which indicates that the product is being used incorrectly);
2. The items warranty seals, serial number have been damaged;
3. The product has not been used for its intended purpose and has not been operated as indicated in the user manual;
4. If the damage is due to the non-compliance of the power supply voltage, telecommunications, cable networks to the standards set by the manufacturer, due to rapid fluctuations in temperature, and due to other household and external factors (soot, smoke, dust, moisture, shock, scratches);
5. If unprofessional repair marks are detectible in the product;
6. In case of normal depreciation of components;
7. If you have used non-standard power supplies, accessories and spare parts, as well as supplies (cartridges, toners, etc.) not certified by the manufacturer for use with the specified item, and if this has caused damage to this product;
8. The product has been used for production or professional purposes (if the item is not intended for such purposes);
9. The warranty is invalid if damage occurs due to incorrect transportation.

Warranty conditions do not apply to the item's accessories!
Device batteries, power adapters, cooling systems, and accessories included - headphones, remote controls, data transfer cables (USB), charging devices, etc. For natural wear and tear during operation, there is a limited warranty of 6 months or a warranty which lasts for certain service life cycles.

1. You have the right, within fourteen (14) days from the moment of taking possession of the goods, to withdraw from the Agreement without stating a reason. In order to exercise the Right to Withdrawal, you must inform SIA VS PRO of your decision to withdraw from the purchase by an unambiguous e-mail notification before the end of the Right to Withdrawal period, using the sample form on the exercise of the right to withdrawal, which is posted on this website.
2. The right of withdrawal expires 14 days from the date on which you or a third party other than the carrier designated by you took possession of the goods. To avoid misunderstandings, upon receipt of the goods, make sure that it exactly matches the ordered one - manufacturer, model, color, size and other essential parameters.
3. If you wish to exercise your Right to Withdrawal, remember that you are responsible for depreciating the product if it has been used for purposes other than its intended use, basic properties and characteristics. Therefore, during the period of exercising the Right of Refusal, you may use the product only to the extent that it is necessary to inspect it (just as you can do before purchasing the product in a regular store). By exercising your Right of Refusal, you are responsible for any use of the product that is inconsistent with the principle of good faith, as well as for any reduction in the cost and quality of the product.
4. If you withdraw from the Agreement, we will refund all payments received from you, except for additional costs that arose as a result of choosing a delivery method that is not the cheapest type of delivery offered by us. You will have to cover the direct costs of returning the item. The maximum costs can be around 60 euros (depending on the type and weight of the goods) or the cost indicated by the courier service provider.
5. You need to send or hand over the goods to our office at Ķengaraga iela 2b, Riga, Latvija, LV-1063 without delay.
   Please take into account that by sending the goods to the SIA VS PRO office using the courier service, you agree with the Act of acceptance of the goods on its visual condition and completeness drawn up unilaterally by SIA VS PRO, since both parties were not present at the time of receipt of the goods, to asses the visual condition, defects and the composition of the product package. Any further claims about the condition of the goods on your part will be considered unfounded.
   Remember that when sending goods using courier services, you must make sure that they are packed in such a way that they cannot be damaged during transport. For the avoidance of doubt, we recommend that you also insure the goods when you send them back, otherwise you will be liable for any damage caused to the goods in transit.
6. SIA VS PRO issues a refund only after receiving and inspecting the returned goods.
7. Legal persons are not a Consumer and are not entitled to return a purchase within 14 days.

SIA VS PRO draws attention to the fact that upon discovery of a loss of value of the returned goods, it may apply to the court with a claim against the Consumer for reimbursing losses incurred by SIA VS PRO resulting from the actions of the Consumer.

Paragraph 22 of the Cabinet of Ministers Regulation No 255 of 20 May 2014 "Provisions on a distance contract" stipulates that the consumer can not exercise the right of withdrawal if:

1. The price of a goods or service depends on fluctuations in the financial market, which can not be influenced by the seller or service provider and which may occur during the term of the right of withdrawal;
2. The product is made according to the instructions of the consumer or if the product is clearly personalized (For example: installation and activation of the operating system on a computer, laptop or tablet);
3. The product is perishable or nearing its’ expiry date
4. The consumer has opened the packaging of a product that can not be returned for health and hygiene reasons (items such as electric tooth brush, epilator, electric razor, beard / hair trimmer, electric hair clippers, hair straighteners, manicure and pedicure accessories, lingerie, socks and tights, perfumes, cosmetic products, earplugs for earphones, breast milk pumps, bio toilets, household chemicals and other similar products);
5. Because of its properties, after delivery, it is irreversibly mixed with other things;
6. If you have called for urgent repairs or maintenance, then the right of withdrawal applies only to additional services or goods that are not the necessary spare parts for the intended repairs or maintenance work;
7. The consumer has opened an audio or video record or a software package;
8. A contract that is concluded for the supply of digital content which is not supplied on a durable medium, provided that the delivery of the digital content is commenced with the express consent of the consumer and the confirmation of the loss of the right of withdrawal;

You must submit a complaint about the availability or quality of the goods either online by sending it to the e-mail address [email protected] or by writing to SIA VS-PRO Ltd, Ķengaraga iela 2b, Riga, Latvia, LV-1063. The complaint will be addressed within 7 business days from receipt of the complaint by sending a reply to the contact address indicated in the complaint.
If the complaint is found to be unfounded and you do not consent to the recognition of the complaint as unfounded, you have the right to use the alternative dispute resolution options specified in regulatory enactments by submitting a written application to the seller of the goods in question about the resolution of the out-of-court dispute, indicating:

- Name, surname, contact information;
- Date of submission of the application;
- The nature of the dispute, the claim and the grounds on which it is based.

Information on out-of-court dispute resolution and out-of-court dispute resolution services and professionals

http://www.ptac.gov.lv/lv/content/stridu-risinasanas-process
http://www.ptac.gov.lv/lv/content/arpustiesas-pateretaju-stridu-risinataju-datubaze
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=LV