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A.N.D Customs

Returns

Right of withdrawal

Under the Consumer Rights Protection Law and Cabinet Regulation No. 255 "Regulations on distance contracts", a consumer has the right to withdraw from a distance contract within 14 days without giving reasons. The period starts from the day the goods come into the possession of you or a person indicated by you (other than the carrier).

Important — personalised goods

The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised (Cabinet Regulation No. 255, para. 22.3). Most A.N.D Customs products — metal plates, keychains, magnets, puzzles, phone cases, earrings and business cards with your image or design — are made individually and are therefore exempt from the right of withdrawal.

This exemption does not affect your right to conformity of the goods (see "Defective or non-conforming goods").

How to exercise the right of withdrawal

If the purchased item is not personalised and the right of withdrawal applies:

  1. Notify us of the withdrawal within 14 days by writing to [email protected]. You may use the withdrawal form below.
  2. Send or return the item no later than 14 days after notifying us.
  3. The item must be returned unused, undamaged and, if possible, in its original packaging.

Withdrawal form (template)

To: A.N.D Customs, [email protected]
I hereby give notice that I withdraw from the contract for the purchase of the following goods: __________
Order number: __________
Order date / date received: __________
Consumer name: __________
Date: __________

Refunds

We will refund the returned item (including standard delivery costs) no later than 14 days after receiving the withdrawal, using the same payment method you used for the purchase, unless agreed otherwise. We may withhold the refund until we have received the item back.

The direct cost of returning the item is borne by the consumer, unless the item is defective or non-conforming.

Defective or non-conforming goods

If the item you received is damaged, defective or does not match your order, contact us immediately with a photo and your order number. This guarantee also applies to personalised goods. By law you may submit a claim within 2 years of purchase. Depending on the case, we will repair, replace the item or refund you free of charge.

Dispute resolution

If no agreement is reached, you may contact the Consumer Rights Protection Centre (https://www.ptac.gov.lv) or use the EU online dispute resolution platform (https://ec.europa.eu/consumers/odr).