Refund policy

Right of withdrawal and return of goods

This section applies to orders placed in the online store by entering into a distance contract. The right of withdrawal applies to a Buyer who is a consumer, namely a natural person purchasing goods for purposes not related to their trade or professional activity.

If the purchase is made by a legal entity or by a natural person for trade or professional purposes, the right of withdrawal does not apply unless the Seller and the Buyer have agreed otherwise in writing.

The Buyer has the right to withdraw from the distance contract within 14 days without stating a reason for withdrawal, except in cases where, under applicable law, the right of withdrawal does not apply.

The withdrawal period is calculated:

  • from the day on which the Buyer or a third party designated by the Buyer, other than the carrier, has received the goods;
  • if one order includes several goods delivered separately, from the day on which the last item is received;
  • if the goods are delivered in several parts or batches, from the day on which the last part or batch of the goods is received.

If the last day of the withdrawal period falls on a Saturday, Sunday, or a public holiday established by law, the next business day shall be deemed the last day of the period.

Submitting a withdrawal request

To exercise the right of withdrawal, the Buyer must notify the Seller of the decision to withdraw from the order within the 14-day period. The withdrawal may be submitted:

The right of withdrawal is exercised in time if the notice of withdrawal is sent before the end of the 14-day period.

Return of goods

After sending the withdrawal notice, the Buyer must send or deliver the goods to the Seller no later than within 14 days.

The goods may be returned to the Šarlotes audumi store: Jāņa Poruka iela 23, Cēsis, LV-4101, Latvia.

Returned goods must be complete. The Buyer may inspect the goods only to the extent that would be possible in a store in order to determine the nature, characteristics, and functioning of the goods. The Buyer is liable for any decrease in the value of the goods if the goods have been used beyond what is necessary for such inspection.

Please return the goods in the original packaging, with labels, and securely packed for transport. The absence of the original packaging does not in itself prevent the exercise of the right of withdrawal; however, the Seller has the right to assess any decrease in value if the value of the goods has decreased due to the packaging, labels, completeness, or condition of the goods.

Costs related to the return of goods in the event of the Buyer's withdrawal shall be borne by the Buyer, except where the goods are damaged, do not correspond to the order, or the Seller has stated otherwise in writing.

The Buyer is responsible for secure packaging of the goods for return shipment. If the goods are damaged during return due to insufficient or inappropriate packaging, the Seller has the right to assess the decrease in value of the goods.

Refunds

The Seller shall refund the amount paid for the returned goods to the Buyer within 14 days from the date of receipt of the withdrawal notice. The Seller has the right to withhold the refund until the Seller has received the goods back or the Buyer has submitted proof of return shipment.

The refund shall be made using the same means of payment that the Buyer used in the original transaction, unless the Buyer and the Seller have agreed otherwise.

If the Buyer withdraws from the entire order, the Seller shall also refund the initial standard delivery costs, if any were paid to the Seller. Additional costs incurred by choosing a more expensive delivery method than the cheapest standard delivery method offered by the Seller are not refunded.

If only part of the order is returned, the Seller shall refund only the amount paid for the returned goods, unless otherwise provided by applicable law in the specific case.

If the returned goods are found to have decreased in value due to the Buyer's actions, excessive use, damage, incomplete set, packaging damage, or other circumstances related to the Buyer's conduct, the Seller has the right to reduce the refundable amount accordingly.

Order cancellation before fulfillment

The Buyer has the right to cancel the order free of charge until the order has been handed over for fulfillment, assembly, cutting, trimming, measuring, personalisation, layout preparation, print preparation, printing, or shipment.

If the order includes goods that are cut, trimmed, measured, printed, personalised, or manufactured according to the Buyer's instructions, such an order can no longer be cancelled after it has been handed over for fulfillment, except where the Seller agrees to the cancellation in writing.

This clause does not limit the Buyer's statutory right of withdrawal with respect to standard stock goods for which the right of withdrawal applies.

Goods for which the right of withdrawal does not apply

In accordance with applicable law, the right of withdrawal does not apply to goods manufactured according to the Buyer's instructions or clearly personalised.

In the Šarlotes audumi online store, the right of withdrawal does not apply to the following goods:

  • fabrics that, at the Buyer's choice, are measured, cut, or trimmed to a specific length;
  • ribbons, cords, laces, elastic bands, belts, and similar goods that, at the Buyer's choice, are measured, cut, or trimmed;
  • fabric panels if they are printed, personalised, manufactured according to the Buyer's instructions, or prepared for a specific order;
  • T-shirts, hoodies, sweaters, aprons, fabric bags, and other textile goods if they are printed, personalised, or manufactured according to the Buyer's instructions;
  • goods on which text, a name, date, image, file, design, logo, illustration, or other individual content is printed at the Buyer's choice;
  • goods for which the Buyer selects the placement of the print, size, colour combination, text, image, file, or other individual design;
  • printing, print jobs, DTG printing, DTF transfers, thermal transfers, and other personalised or order-specific print jobs prepared for a particular order;
  • goods that are specially prepared, adapted, assembled, or manufactured for a specific order at the Buyer's request;
  • packaged goods that have been unsealed after delivery and are not suitable for return for health protection or hygiene reasons.

The aforementioned goods are not accepted back and are not exchanged unless the goods are damaged, do not correspond to the order, or the Seller has made an error in fulfilling the order.

If the goods are standard stock items that have not been cut, measured, personalised, printed, or otherwise adapted to a specific order, the Buyer may exercise the right of withdrawal in accordance with the procedure established by applicable law.

Terms for printing, personalisation, and individual orders

If the Buyer orders printing, personalisation, or another individually prepared item, the Buyer is responsible for the accuracy of the submitted text, names, dates, images, files, logos, design, colours, sizes, placement, and other information provided by the Buyer.

If the Buyer has submitted a file, text, image, or other information for printing, the Seller manufactures the goods based on the information provided by the Buyer or the mock-up approved by the Buyer. The Seller is not responsible for errors, print content, spelling mistakes, incorrect files, unsuitable image quality, or other information submitted by the Buyer if the goods are manufactured in accordance with the material submitted or approved by the Buyer.

The Buyer is responsible for ensuring that the submitted files, images, logos, texts, and other materials do not infringe the copyright, trademark rights, personal data protection rules, or other rights of third parties.

After approval of the mock-up, preparation of the print, or handover of an individual order for fulfillment, the Buyer may not request cancellation, modification, or a refund unless the goods are damaged, do not correspond to the approved order, or the Seller has made an error in fulfilling the order.

Product defect, damage, or non-conformity with the order

If the Buyer receives damaged goods, the wrong goods, or goods that do not correspond to the order, the Buyer is requested to contact the Seller as soon as possible by email at: eksg.sia@gmail.com.

To enable faster assessment of the situation, please include the order number, a brief description of the problem, and photographs showing the damage, non-conformity, or incorrectly delivered goods.

The Buyer is obliged to deliver the goods to the Seller or otherwise provide the Seller with the opportunity to inspect the goods so that the Seller can verify the stated defect, damage, or non-conformity.

If it is confirmed that the goods are damaged, do not correspond to the order, or the error occurred due to the Seller's fault, the Seller shall, in accordance with applicable law, ensure rectification of the non-conformity, replacement of the goods, reimbursement of reasonable costs, a reduction of the price, or a refund.

Exceptions to the right of withdrawal do not limit the Buyer's right to submit a claim regarding goods that are damaged, of poor quality, or do not conform to the terms of the contract.

Exchange of goods

Exchange of goods is possible only for goods to which the right of withdrawal applies, and only if the desired replacement item is available in stock.

If the Buyer wishes to exchange goods due to their own decision, the delivery costs related to the exchange shall be borne by the Buyer. For deliveries within Latvia, the cost of reshipment via OMNIVA parcel locker is 3,30 EUR. If the Buyer chooses another delivery method or delivery is made outside Latvia, the cost of reshipment is calculated according to the selected delivery method and destination country.

An invoice or other payment information will be issued to the Buyer for the reshipment.

The Buyer may also exchange and return goods at the Šarlotes audumi store: Jāņa Poruka iela 23, Cēsis, LV-4101, Latvia.

International orders

These withdrawal and return terms also apply to international orders to countries to which the Seller delivers, insofar as applicable law or the mandatory consumer protection rules of the respective country do not provide otherwise.

If the Buyer is located in the European Union or the European Economic Area, the right of withdrawal applies in accordance with the mandatory consumer protection rules of the European Union and the respective country.

For orders outside the European Union or the European Economic Area, the relevant country's import duties, customs charges, import VAT, brokerage, or carrier administration fees may apply. These costs, if charged by the authorities of the respective country, carriers, or other third parties and not paid to the Seller, are not refunded by the Seller.

If goods are returned from a country outside the European Union, the Buyer is responsible for correctly preparing the return shipment and customs documents. If improper completion results in additional customs, import, brokerage, or carrier costs for the Seller, the Seller has the right to deduct these reasonable costs from the amount refundable to the Buyer.