1. General
1.1. These Terms govern use of the online store shop.vitrumgroup.org ("Store") and the purchase of goods from it. The Store is operated by SIA "Vitrum shop", reg. No. 40003508763, VAT No. LV40003508763, registered address: Bitenu iela 1, Bergi, Garkalnes pag., Ropazu nov., LV-1024 ("Seller"). Contact: +371 26 409 234, shop@vitrumgroup.org.
1.2. By placing an order you confirm that you have read and accept these Terms and the Privacy Policy. An order cannot be completed without this confirmation.
1.3. These Terms apply to consumers (natural persons) and business buyers (legal persons). The right of withdrawal (Section 7) applies only to consumers within the meaning of the Consumer Rights Protection Law.
1.4. Nothing in these Terms limits any mandatory statutory rights of consumers.
2. Use of the website and intellectual property
2.1. You may use the Store only for lawful purposes and must not misuse it or interfere with its operation.
2.2. All content of the Store (text, images, logos, design) belongs to the Seller or its licensors and may not be reproduced or used without prior written consent, except as permitted by law.
3. Products and prices
3.1. Product images are illustrative; packaging and minor details may differ.
3.2. All prices are in euro (EUR). Prices shown to consumers include VAT. The applicable VAT and the delivery cost are shown at checkout before you confirm your order. Business buyers with a valid EU VAT number may be invoiced under the reverse-charge mechanism.
3.3. The price applied to an order is the price displayed at the time the order is placed and confirmed.
4. Ordering and conclusion of the contract
4.1. Order steps: (1) add product to cart; (2) review the cart; (3) confirm acceptance of these Terms and the Privacy Policy; (4) enter delivery and contact details; (5) choose a payment method and confirm payment.
4.2. The purchase contract is concluded when the Seller sends order confirmation by email.
4.3. The Seller may decline or cancel an order (e.g. product unavailable, pricing error), notifying the buyer and refunding any payment received within 14 days.
5. Payment
5.1. The settlement currency is euro (EUR) only.
5.2. Payment methods: payment cards (Visa/Mastercard) via Shopify Payments; bank links (Luminor, Swedbank, SEB, Citadele) via MakeCommerce. Further methods may be added; the current list is shown at checkout.
5.3. Payment is processed immediately at checkout. The Seller does not store full card details.
6. Delivery
6.1. Delivery cost is calculated and displayed at checkout based on your delivery address and order weight/dimensions.
6.2. Estimated delivery times are shown at checkout and on the product page where available. Times are indicative and may vary due to carrier delays or stock availability.
6.3. Risk of loss passes to the buyer upon delivery. If a parcel arrives visibly damaged, note this on the carrier document and contact us within 24 hours.
6.4. Business buyers are responsible for ensuring the delivery address is accessible and correct.
7. Right of withdrawal (consumers only)
7.1. Consumers have the right to withdraw from the contract within 14 calendar days of receiving the goods, without giving a reason.
7.2. To exercise this right, notify us in writing at shop@vitrumgroup.org before the deadline.
7.3. Return the goods within 14 days of notifying us. Return shipping costs are borne by the buyer unless the goods are defective or mis-described.
7.4. Refund (including original standard delivery cost) will be issued within 14 days of receiving the returned goods or proof of return shipment, whichever is earlier. We use the same payment method used for purchase unless agreed otherwise.
7.5. The right of withdrawal does not apply to: goods made to the buyer's specification or clearly personalised; sealed goods unsealed after delivery that cannot be returned for hygiene reasons; goods that by their nature become mixed inseparably with other items after delivery.
8. Warranty and complaints
8.1. All goods carry the statutory two-year legal guarantee under EU law. Where the manufacturer provides a longer commercial warranty, its terms apply in addition.
8.2. To make a warranty claim, contact shop@vitrumgroup.org with your order number, a description of the defect, and photographs where applicable.
8.3. We will respond to complaints within 15 working days.
9. Liability
9.1. The Seller is not liable for indirect or consequential losses, or for delays caused by circumstances beyond its control (force majeure).
9.2. Nothing in these Terms limits liability that cannot be excluded by law (e.g. for fraud or personal injury).
10. Personal data
10.1. Personal data collected during purchase are processed in accordance with our Privacy Policy, available at shop.vitrumgroup.org/pages/privacy-policy.
11. Governing law and disputes
11.1. These Terms are governed by the law of the Republic of Latvia.
11.2. Disputes shall first be resolved by negotiation. Consumers may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr or contact the Consumer Rights Protection Centre (PTAC) in Latvia.
11.3. If negotiation fails, disputes are subject to the jurisdiction of Latvian courts.
12. Changes to these Terms
12.1. The Seller may update these Terms. Updated Terms are published on this page and apply to orders placed after the update date.