Refund policy
This return and refund policy sets out the procedure under which the Buyer may exercise the right of withdrawal, return goods, report damaged, non-conforming or incorrect goods, and receive a refund for an order.
The seller of the goods is SIA OLANDBALTIC, registration number 42403034661, VAT number LV42403034661, legal address: Dārzu iela 60 - 39, Rēzekne, LV-4601, Latvia, hereinafter referred to as the Seller.
If you have any questions about returning a product, receiving a refund, or reporting a damaged / non-conforming product, please contact us by email: info@yoko.lv.
1. Right of withdrawal
A Buyer who is a consumer has the right to exercise the right of withdrawal and withdraw from the distance contract within 14 days without giving any reason.
The withdrawal period is counted from the day on which the Buyer, or a third party indicated by the Buyer other than the carrier, has received the goods in possession.
If several goods are ordered in one order and delivered separately, the withdrawal period is counted from the day on which the Buyer has received the last item.
To exercise the right of withdrawal, the Buyer must inform the Seller of their decision to withdraw from the contract before the withdrawal period expires by sending an unequivocal statement to the email address: info@yoko.lv.
In the statement, please indicate the order number, the Buyer’s name and surname, contact information, and the goods the Buyer wishes to return.
Failure to collect the parcel from a parcel locker, pick-up point or courier shall not in itself be considered a proper exercise of the right of withdrawal. To exercise the right of withdrawal, the Buyer must submit a clear statement to the Seller regarding withdrawal from the contract.
2. Product return procedure
After sending the withdrawal notice, the Buyer must send or hand over the goods to the Seller without undue delay and no later than 14 days from the day on which the Buyer informed the Seller of their withdrawal from the contract.
After receiving the withdrawal notice, the Seller will inform the Buyer about the return procedure and the address to which the goods must be sent, unless such information has already been provided otherwise.
When returning the goods, the Buyer must package them securely so that they are not damaged during transport. The Buyer is responsible for the condition of the goods until they are received back by the Seller.
The Buyer shall bear the direct costs of returning the goods, unless the Seller has clearly stated otherwise.
3. Condition of goods in case of return
The Buyer is responsible for maintaining the quality, safety and value of the goods during the withdrawal period.
The Buyer may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning.
The Buyer is responsible for any decrease in the value of the goods if the goods have been used in a way other than necessary to establish their nature, characteristics and functioning.
The Seller has the right to reduce the refundable amount if the returned goods have been used, damaged, soiled, returned incomplete, returned with damaged packaging, or have otherwise lost value due to the Buyer’s actions.
To avoid misunderstandings, before placing an order, please make sure that the goods meet your expectations and have the desired colour, shape, size, composition and characteristics. If you have any questions, please contact us by email: info@yoko.lv.
4. Goods that cannot be returned
The right of withdrawal cannot be exercised in cases provided for by applicable laws and regulations, including where:
- the goods have been made according to the Buyer’s specifications or are clearly personalised;
- the goods are liable to deteriorate or expire rapidly;
- the packaging of the goods has been opened and the goods cannot be returned for health or hygiene reasons;
- after delivery, the goods have been inseparably mixed with other items due to their nature;
- laws and regulations provide for another exception where the right of withdrawal does not apply.
In the case of cosmetics, skincare products, hair care products, personal hygiene products and similar goods, the Seller will specifically assess whether the product has been opened, used, tested or has otherwise lost the possibility of being safely offered for resale for health or hygiene reasons.
If the product has a protective seal, security sticker, foil, protective packaging or another hygiene protection element, and it has been removed or damaged after delivery, the Seller has the right to refuse acceptance of the product for return if the product cannot be returned for health or hygiene reasons.
5. Damaged, non-conforming or incorrect goods
If the Buyer has received damaged, non-conforming or incorrect goods, the Buyer must contact the Seller as soon as possible by email at: info@yoko.lv.
In the notification, please indicate the order number, describe the issue and, where possible, attach photos showing the product, packaging, parcel label, and the damage or non-conformity.
The Seller will assess the situation and contact the Buyer to agree on a solution in accordance with applicable laws and regulations.
The consumer has the right to submit a claim to the Seller regarding non-conformity of goods with the contract within the period provided by applicable laws and regulations.
If the damage or non-conformity occurred during delivery, please keep the outer packaging, inner packaging and parcel label until the situation has been assessed.
6. Refunds in case of exercising the right of withdrawal
If the Buyer exercises the right of withdrawal in accordance with this policy, the Seller will refund the payment received from the Buyer, except for any additional costs resulting from the Buyer’s choice of a delivery method other than the least expensive standard delivery method offered by the Seller.
The refund will be made without undue delay and no later than 14 days from the day on which the Seller has been informed of the Buyer’s decision to withdraw from the contract.
The Seller may withhold the refund until the goods have been received back or until the Buyer has provided proof of having sent the goods back, whichever occurs first.
The refund will generally be made using the same payment method that the Buyer used for the initial transaction, unless the Buyer and the Seller have agreed otherwise.
If the returned goods have been used, damaged, returned incomplete, or have otherwise lost value due to the Buyer’s actions, the Seller has the right to reduce the refundable amount according to the decrease in the value of the goods.
7. Uncollected, refused or Buyer-caused failed deliveries
The Buyer is responsible for collecting the order on time from the selected delivery location, parcel locker, pick-up point, or from the courier.
If the Buyer does not collect the parcel within the specified period, refuses the parcel, is unreachable for delivery, or delivery is not possible due to inaccurate or incomplete information provided by the Buyer, the parcel may be returned to the Seller.
In such a case, the Seller incurs actual costs for sending the order to the Buyer and for returning the parcel back to the Seller.
If free delivery was applied to the order, but the Buyer does not collect the parcel, refuses it, or delivery is not possible due to the Buyer’s action, inaction, inaccurate delivery information or failure to collect the parcel on time, the free delivery condition is cancelled.
In such a case, the Seller has the right to deduct from the payment made by the Buyer all actual costs related to the delivery and return of the order, including:
- the initial delivery costs from the Seller to the delivery location selected by the Buyer;
- the return costs from the delivery location, parcel locker, pick-up point or courier back to the Seller;
- other costs charged by the carrier or delivery service provider that are directly related to an uncollected, refused or failed delivery.
Free delivery applies only to orders that have been successfully delivered and collected by the Buyer. It does not apply to parcels that are not collected, are refused, or are returned to the Seller due to the Buyer’s action, inaction or inaccurate delivery information.
If, after deducting these costs, there is a remaining refundable amount, it will be refunded to the Buyer using the original payment method, unless the Seller and the Buyer have agreed otherwise.
Before making the refund, the Seller will, where possible, inform the Buyer about the amount and basis of the deducted costs.
This section does not limit the Buyer’s statutory right of withdrawal in cases where the Buyer has properly exercised the right of withdrawal by clearly informing the Seller of withdrawal from the contract and following the product return procedure.
8. Promotions, discounts, gifts and free delivery
If a discount, gift, free delivery or another promotional benefit was applied to the order and the Buyer partially or fully returns the order, the Seller has the right to recalculate the conditions applied to the order if, after the return, the conditions for the promotion, gift or free delivery are no longer met.
If, after recalculation, the order no longer meets the conditions of the promotion or free delivery, the Seller has the right to recalculate the refundable amount accordingly.
9. Withdrawal form
Fill in and send this form only if you wish to withdraw from the contract.
To: SIA OLANDBALTIC, Dārzu iela 60 - 39, Rēzekne, LV-4601, Latvia, email: info@yoko.lv
I hereby notify that I wish to withdraw from the contract for the purchase of the following goods:
Product name:
Order number:
Order date:
Date of receipt:
Buyer’s name and surname:
Buyer’s address:
Buyer’s email address:
Date:
Signature, if the form is sent in paper format:
10. Contact
If the Buyer has questions about returning goods, receiving a refund, or reporting damaged, non-conforming or incorrect goods, the Buyer may contact the Seller by email at: info@yoko.lv.
The Seller will review the Buyer’s applications and complaints as soon as possible, taking into account the nature of the matter and the scope of the necessary review.
This policy does not limit the Buyer’s rights granted to the Buyer as a consumer by applicable laws and regulations.