Terms of service

These Terms of Service set out the procedure under which the Buyer purchases goods from the Yoko online store, and regulate order placement, payment, delivery, the right of withdrawal, product returns, the handling of uncollected or refused parcels, complaints, and personal data processing.

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.

The Seller’s contact information:

Email: info@yoko.lv
Phone: +371 27 222 332
Contact address: Dārzu iela 60 - 39, Rēzekne, LV-4601, Latvia

The person placing an order in the online store is hereinafter referred to as the Buyer.

By placing an order in the online store, the Buyer confirms that they have read these Terms of Service, agree to them, and undertake to comply with them.

If the Buyer is a consumer within the meaning of the consumer protection laws of the Republic of Latvia and the European Union, the rights and guarantees provided to consumers shall apply to the Buyer. If the Buyer purchases goods for business or professional purposes, consumer withdrawal rights shall not apply, unless the Seller has agreed otherwise in writing.

1. Placing an Order

The Buyer places an order in the online store by selecting the goods, specifying the type and quantity of goods ordered, and providing delivery and contact information.

The Buyer is responsible for ensuring that the information provided when placing the order is true, accurate and complete. This applies in particular to the Buyer’s name, surname, email address, phone number, delivery address, and the selected parcel locker or pick-up point.

After placing an order, the Buyer receives an order confirmation at the email address provided. The order confirmation confirms that the Seller has received the Buyer’s order and has started processing it.

The distance contract between the Seller and the Buyer shall be deemed concluded when the Seller confirms the order by electronic notification or starts fulfilling the order after receiving payment.

The Seller reserves the right to contact the Buyer if additional information is required to fulfil the order, or if the information provided in the order is incomplete, inaccurate or raises doubts about the possibility of fulfilling the order.

2. Product Availability

The Seller makes every effort to ensure that the information about product availability displayed in the online store is as accurate as possible.

If, after the order has been placed, it turns out that the ordered product is not available, the Seller will contact the Buyer and offer a possible solution, such as a replacement product, partial order fulfilment, an extended delivery time, or a refund of the amount paid for the unavailable product.

If the Buyer does not agree to the proposed solution, the Seller will refund the amount paid by the Buyer for the unavailable product.

3. Product Prices and Payment

All product prices in the online store are displayed including value added tax, unless stated otherwise.

The Buyer may make payment using the payment methods available in the online store.

Payment may be processed by third-party payment service providers, including MakeCommerce, Shopify Payments, or other payment processing service providers indicated in the online store, depending on the selected country, payment method and technical availability.

When using the relevant payment method, the terms and privacy policy of the respective payment service provider may apply to the Buyer:

If payment is made by bank transfer or based on an invoice prepared by the Seller, the invoice is prepared electronically and is valid without a signature.

The order is submitted for fulfilment after the Seller has received payment or payment confirmation.

4. Delivery

The Seller provides delivery of goods to the countries listed in the delivery information section of the online store.

Delivery costs, delivery methods, estimated delivery times and free delivery conditions are available on this page: shipping information.

Orders are processed on business days. If an order is placed before 14:00, the Seller will make every effort to prepare it and hand it over for delivery on the same day.

During major promotions, holiday periods, Black Friday, Christmas, Easter, or periods of increased workload for courier services, order processing and delivery may be delayed by several days.

If no other delivery period is specified in the online store or on the delivery information page, the Seller will deliver the goods without undue delay, in accordance with applicable laws and regulations.

The Buyer is responsible for providing accurate delivery information. If delivery is not possible due to incorrect or incomplete information, the Seller has the right to deduct the costs related to delivery and return of the parcel in accordance with the procedure set out in these Terms.

5. Ownership and Risk

Ownership of the goods passes to the Buyer after full payment has been received and the goods have been handed over to the Buyer or to a person designated by the Buyer.

The risk of accidental loss or damage to the goods passes to the Buyer when the Buyer or a third party designated by the Buyer, other than the carrier, has received the goods in possession.

6. 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.

7. 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.

The Buyer shall bear the direct costs of returning the goods, unless the Seller has clearly stated 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 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.

8. 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.

9. 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.

10. 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.

11. Refunds

If the Buyer exercises the right of withdrawal in accordance with these Terms, 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 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 or free delivery are no longer met.

12. Promotions, Discounts and Coupons

The online store may offer promotions, discount codes, gifts, free delivery or other special offers.

Promotions and discount codes are valid only in the cases, periods and amounts specified in the relevant offer.

Discounts cannot be combined with other discounts or coupons, unless clearly stated otherwise in the relevant offer.

If the Buyer returns part of the order and, after the return, the order no longer meets the conditions of the promotion, gift or free delivery, the Seller has the right to recalculate the order value and the refundable amount in accordance with the conditions actually fulfilled.

13. Personal Data Processing

By entering the required information and placing an order, the Buyer confirms that the information provided is true and accurate.

The Buyer’s personal data is processed so that the Seller can accept and process the order, ensure payment processing, deliver the goods, fulfil accounting and legal obligations, process refunds, review complaints and contact the Buyer regarding matters related to the order.

The Buyer agrees that notifications related to order processing, payment, delivery, returns, refunds or other order-related matters may be sent to the email address provided.

The Seller may transfer personal data to third parties only to the extent necessary for order fulfilment, payment processing, delivery, accounting, fraud prevention or compliance with legal obligations.

Third parties may include payment service providers, delivery service providers, IT service providers, accounting service providers, public authorities or other service providers where the transfer of data is necessary for the relevant purpose.

14. Payment Processing

Payment processing may be provided by third-party payment service providers, including MakeCommerce, whose service is provided by Maksekeskus AS, Shopify Payments, or other payment service providers available in the online store.

To ensure payment execution, the Seller may transfer to the payment service provider the personal data necessary for payment processing, transaction confirmation, fraud prevention, refunds and compliance with legal requirements.

When using payment service provider services, the terms and privacy policy of the respective service provider may apply to the Buyer:

The Seller does not store full payment card details where payment processing is provided by a third-party payment service provider.

15. Complaints and Contact

If the Buyer has questions regarding an order, delivery, return, payment, non-conforming goods, or these Terms, 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.

If a dispute cannot be resolved through negotiation, a Buyer who is a consumer has the right to use the consumer protection mechanisms provided by applicable laws and regulations, including contacting the Consumer Rights Protection Centre or the Consumer Dispute Resolution Commission.

Additional information on consumer dispute resolution is available here: Consumer Dispute Resolution Commission.

16. 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:

17. Limitation of Liability

The Seller shall not be liable for losses caused by incorrectly provided information by the Buyer, failure to collect the parcel on time, delays by delivery service providers, or other circumstances beyond the Seller’s control, to the extent that such limitation of liability is permitted by applicable laws and regulations.

The Seller shall not be liable for temporary unavailability of the online store due to technical reasons, system maintenance, disruptions in third-party services, or force majeure circumstances.

Nothing in these Terms limits the Buyer’s rights granted to the Buyer as a consumer by mandatory applicable laws and regulations.

18. Force Majeure

The Seller shall not be liable for failure to perform or delay in performance if such failure or delay is caused by force majeure circumstances, including natural disasters, war, strikes, epidemics, decisions of public authorities, supply chain disruptions, transport disruptions, payment system disruptions, or other circumstances beyond the Seller’s reasonable control.

19. Applicable Law

These Terms and the distance contract concluded between the Seller and the Buyer shall be governed by the laws and regulations of the Republic of Latvia, unless applicable consumer protection laws provide otherwise.

If any provision of these Terms is found to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.

20. Amendments to the Terms

The Seller reserves the right to amend these Terms of Service. Amendments shall enter into force from the moment they are published in the online store, unless stated otherwise.

Orders shall be governed by the Terms that were in force at the time the order was placed.