Refund policy
This shop sells exclusively to businesses, public bodies, associations and institutions. Our offer is not aimed at consumers. Where goods are nonetheless supplied to a consumer, that consumer's statutory rights under Latvian and EU law are unaffected by this policy.
Return period
You may request a return within 14 days of receiving your order.
Return conditions
Returned goods must be unused and in the same condition in which you received them, complete with all accessories and documentation, and in their original packaging where the packaging forms part of the product. Please include your order number or proof of purchase.
How to request a return
- Email shop@vitrumgroup.org with your order number and the reason for the return.
- We will confirm your return and send instructions, including the return address.
- Send the goods back within 14 days of our confirmation.
Goods sent back without a confirmed return request cannot be accepted. Please do not ship anything before contacting us.
Return address — for confirmed returns only:
SIA "Vitrum shop", Bitēnu iela 1, Berģi, Garkalnes pag., Ropažu nov., LV-1024, Latvia
Return shipping costs
Return shipping is paid by the buyer, unless the goods are faulty, damaged or not as described, in which case we cover the cost.
Refund process
Once we receive and inspect the returned goods we will tell you whether the refund is approved. Approved refunds are issued to the original payment method within 14 days of our receiving the returned goods or proof of return shipment, whichever is earlier. Your bank may take a few additional days to post the funds.
Damaged or faulty goods
Check your order on delivery. If a parcel arrives visibly damaged, note this on the carrier's document and contact us within 24 hours, with photographs of both the packaging and the product. For faults found later, or warranty claims, email shop@vitrumgroup.org with your order number, a description of the fault and photographs. We respond to complaints within 15 working days.
Non-returnable items
- Goods made to your specification or clearly personalised
- Sealed goods unsealed after delivery which cannot be returned for hygiene reasons
- Goods which by their nature become inseparably mixed with other items after delivery
Contact for returns
Email: shop@vitrumgroup.org · Phone: +371 26 409 234
SIA "Vitrum shop", reg. No. 40003508763, Bitēnu iela 1, Berģi, Garkalnes pag., Ropažu nov., LV-1024, Latvia
For full terms see our Terms & Conditions.