Return Policy and Right of Withdrawal

1. General Information

1.1. The Buyer has the right to withdraw from goods purchased at www.zaptieka.com within 14 (fourteen) calendar days from the date of receipt of the goods.

1.2. The right of withdrawal applies only to consumers — natural persons purchasing goods for purposes unrelated to business or professional activity.

1.3. To exercise the right of withdrawal, the Buyer must notify the Seller before the withdrawal period expires.

2. Return Procedure

2.1. To request a return, the Buyer must submit a request:

• by e-mail to: info@zaptieka.com;
• or by using the withdrawal form available on the website.

2.2. The request should include:

• full name;
• order number;
• name of the returned product;
• reason for return (optional);
• bank details for refund.

2.3. After notifying the Seller, the Buyer must return the goods within 14 calendar days.

3. Condition of Returned Goods

3.1. Returned goods must be:

• unused;
• undamaged;
• in original packaging;
• with all labels and markings preserved;
• in a condition suitable for resale.

3.2. The Buyer is responsible for any reduction in the value of the goods resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Exceptions to the Right of Withdrawal

In accordance with EU and Latvian legislation, the right of withdrawal does not apply to:

4.1. Goods that have been opened after delivery and cannot be returned for reasons of health protection or hygiene.

Such goods may include:

• natural cosmetics;
• creams;
• oils;
• balms;
• serums;
• personal hygiene products;
• other cosmetic products with broken protective seals.

4.2. Goods made or prepared according to the Buyer’s individual order or specifications.

4.3. Goods which, after delivery, are inseparably mixed with other products.

5. Damaged or Defective Goods

5.1. If the Buyer receives:

• damaged goods;
• goods with manufacturing defects;
• incorrect goods;
• goods past their expiration date,

the Buyer must contact the Seller immediately.

5.2. The Seller may request:

• photographs of the goods;
• photographs of the packaging;
• order number;
• description of the issue.

5.3. After reviewing the claim, the Seller may:

• replace the goods;
• issue a refund;
• offer another solution in accordance with applicable law.

6. Refunds

6.1. Refunds are made using the same payment method used for the purchase unless otherwise agreed.

6.2. Refunds are issued no later than within 14 calendar days from:

• receipt of the returned goods;
• or receipt of proof of return shipment from the Buyer.

6.3. The Seller may withhold the refund until the returned goods are received.

7. Return Shipping Costs

7.1. The Buyer bears the cost of returning the goods unless the return is related to:

• defective goods;
• Seller’s error;
• damage during delivery.

8. Contact Information

9. Final Provisions

9.1. These terms are governed by the laws of the Republic of Latvia and applicable European Union legislation.

9.2. The Seller reserves the right to amend these terms at any time by publishing the updated version on www.zaptieka.com.