TERMS OF SERVICE PROVISION AND DISTANCE CONTRACT

1. General provisions
1.1. These terms set out the procedure for purchasing goods in the online store [www.caramelia.lv, www.caramelia.eu].
1.2. The seller of the goods offered in the online store is SIA Alpha AF, reg. No. 40103557498, legal address: Jūrkalnes iela 11, Riga, LV-1046, e-mail: [email protected], phone: +37125216020, hereinafter – the Seller.
1.3. The person who places an order in the online store, hereinafter – the Buyer.
1.4. By placing an order in the online store, the Buyer confirms that they have familiarized themselves with these terms and agree to them.
1.5. The distance contract between the Seller and the Buyer is deemed concluded at the moment when the Buyer has placed the order and made payment, and has received the order confirmation by e-mail.

2. Goods and information about them
2.1. The Seller offers cosmetics and beauty products in the online store.
2.2. The Seller strives to ensure that product descriptions, photographs, prices and other information are as accurate as possible.
2.3. Product images are for informational purposes. The actual color, packaging or labeling of the product may differ slightly from what is shown in the image due to changes made by the manufacturer.
2.4. If, after receiving an order, an obvious error in the price or product description is identified, the Seller will immediately contact the Buyer to agree on fulfilling or canceling the order. If no agreement is reached, the order is canceled and the paid amount is refunded.

3. Prices and payment
3.1. All prices in the online store are indicated in euros (EUR).
3.2. Prices include VAT, if applicable in accordance with the laws of the Republic of Latvia.
3.3. Delivery costs are indicated separately before order confirmation.
3.4. Payment is possible using the payment methods available in the online store.
3.5. Payment processing may be provided by third-party payment service providers.
3.6. The invoice is prepared electronically and is valid without a signature.

4. Placing and fulfilling an order
4.1. The Buyer selects goods, adds them to the cart and fills in the order information.
4.2. After placing the order, the Buyer receives an order confirmation to the specified e-mail address.
4.3. The Seller starts processing the order after receiving payment.
4.4. If it is not possible to deliver the ordered product, the Seller contacts the Buyer regarding a possible replacement, delivery time, or cancellation of the order.

5. Delivery
5.1. Delivery is carried out in Latvia, as well as in other countries, if such delivery is available.
5.2. Available delivery methods are indicated at the time of placing the order.
5.3. The delivery time is usually 1–5 business days in Latvia, unless otherwise indicated for a specific product.
5.4. The exact delivery time may depend on the chosen delivery service provider, holidays, workload, or other circumstances beyond the Seller’s direct control.
5.5. If free delivery applies to an order, its conditions are indicated in the online store.

6. Right of withdrawal
6.1. The Buyer has the right to withdraw from the distance contract within 14 days without giving any reason.
6.2. The withdrawal period begins on the day when the Buyer or a third party (not the carrier) indicated by the Buyer takes possession of the goods.
6.3. To exercise the right of withdrawal, the Buyer must send the Seller an unambiguous notice of withdrawal to the e-mail [e-mail] or fill in the withdrawal form.
6.4. The withdrawal period is observed if the notice of withdrawal is sent before the end of the 14-day period.
6.5. The Buyer cannot exercise the right of withdrawal in cases provided by law, including if the packaging of a product has been opened and, for health or hygiene reasons, it cannot be returned.
6.6. Cosmetic products whose packaging has been opened, protective film removed, or which have been used are not accepted for return.

7. Return of goods
7.1. After exercising the right of withdrawal, the Buyer must send the goods back or hand them over to the Seller without undue delay and in any event no later than within 14 days from the day the Buyer informed the Seller of the withdrawal.
7.2. The Buyer bears the direct costs related to returning the goods, unless stated otherwise.
7.3. The returned goods must be in complete set, with all included components, instructions and in the original packaging.

8. Refund
8.1. If the Buyer exercises the right of withdrawal in accordance with the procedure prescribed by law, the Seller refunds all payments received from the Buyer, except delivery costs.
8.2. The refund is made without undue delay and no later than within 14 days from the day the Seller received information about the Buyer’s decision to withdraw from the contract.
8.3. The Seller may withhold the refund until it has received the goods back.
8.4. The refund is made using the same means of payment that the Buyer used for the initial transaction, unless the parties have agreed otherwise.

9. Uncollected shipments
9.1. If the Buyer does not collect the order within the specified time or refuses the shipment without legal grounds, the Seller is entitled to withhold the actually incurred delivery and return costs.
9.2. If free delivery was applied to the order, in the case of an uncollected or refused shipment the Seller is entitled to withhold the actual costs related to sending and returning the goods.

10. Non-conformity or damage of goods
10.1. If the Buyer receives damaged, incomplete, or non-conforming goods, they must inform the Seller immediately, but preferably no later than within 3 business days, by writing to [email protected].
10.2. It is recommended to include the order number, a description of the problem and photographs in the notice.
10.3. In such cases, the Seller evaluates the situation and offers an appropriate solution in accordance with the procedure set out in regulatory enactments.

11. Processing of personal data
11.1. The Buyer’s personal data are processed for placing the order, processing payment, ensuring delivery, communicating with the Buyer and complying with legal requirements.
11.2. Personal data may be transferred to payment service providers, delivery service providers, IT service providers and other persons only to the extent necessary for fulfilling the order and legal obligations.
11.3. More detailed information about the processing of personal data is included in the Privacy Policy.

12. Dispute resolution
12.1. Questions and disputes are first resolved through mutual negotiations.
12.2. If a dispute cannot be resolved through negotiations, the Buyer has the right to apply to the Consumer Rights Protection Centre or to court in accordance with the procedure set out in the laws of the Republic of Latvia.

13. Final provisions
13.1. The Seller has the right to amend these terms by publishing the current version in the online store.
13.2. Each order is subject to the version of the terms that was in force at the time the order was placed.
13.3. These terms have been prepared in accordance with the laws of the Republic of Latvia.