Refund policy

Distance Contract

The seller of the goods offered in this online store is Ltd. Kemern Cosmetics, Reg. No. 40203539624, legal address: Garkalnes 1, Jūrmala, on the one hand, hereinafter referred to as the Seller, and the person placing the order, hereinafter referred to as the Buyer, on the other hand, conclude the following Agreement:

The Seller undertakes to sell and deliver goods to the Buyer in accordance with the Buyer’s order.

Payment Procedure and Delivery

Product Purchase

The purchase of products and the conclusion of the Agreement take place on the Kemern online store website. Purchasing products with the intention to resell them or for other business purposes is not permitted.

During the ordering process, Kemern provides you with the opportunity to review and modify the Products and/or their quantities and the Gift Card amount you wish to purchase. Before placing your order, please check the quantity, weight, and dimensions of each Product you have selected to ensure the order meets your preferences.

Payment for Products and/or Gift Cards can be made in the following ways:

• by payment card;

• by bank transfer.

By confirming the order by clicking “[Confirm purchase / Confirm order]”, you undertake to purchase and pay for the Products you have chosen and their delivery.

After placing the order, you will receive an email at the address specified in the order containing details of the order, product quantities, and your specified delivery address. If you have chosen to pay by bank transfer, please upload the invoice immediately after placing the order on the website and make payment within 3 days; otherwise, the order will be canceled and invalid.

Pricing Policy

All Product prices are indicated in euros (EUR) and include VAT and/or other applicable taxes and charges. In addition to the Product price indicated on the Website, a delivery fee may be applied.

The delivery fee is calculated based on the delivery address you have provided. The delivery fee is calculated and shown before you confirm the order and make payment for the specific order. If the delivery fee cannot be calculated exactly before the order is placed, we will inform you.

Payment for products and delivery fees can be made on the Website by payment card (MasterCard, Visa, Maestro, Visa Electron) or by bank transfer to Kemern’s account number specified in the confirmation email sent after your order has been processed. The confirmation letter is prepared electronically and is valid without a signature.

Delivery Options

Latvia

 

Europe

Can the delivery address be changed after purchase?

If you notice an error in your delivery address, please inform us as soon as possible by sending an email to info@kemern.lv. If the order has already been shipped, we can no longer change the address. For orders returned due to an invalid delivery address, a new delivery fee will be charged for reshipping.

How are orders delivered?

For shipments to Omniva parcel terminals and DPD Pickup points in Latvia, Estonia, and Lithuania, you will receive an SMS to the specified phone number with details about delivery to your chosen location, including the parcel terminal location and the door opening code.

For courier delivery, we cooperate with DPD courier services.

Can orders be returned?

After receiving the order, you have 14 calendar days to notify us that you wish to return or exchange products. Products must be in their original condition – in the original packaging, unused, and appear as new. We do not provide exchanges or refunds for damaged and/or used products.

The cost of returning products is your responsibility. If a parcel is not collected from the parcel terminal and is returned, you must cover the cost of reshipping. If the item is returned without being collected and you had free delivery, the costs for both warehouse dispatch and return shipping (7 EUR) will be deducted from the refund.

Please contact us before initiating a return! To return products, please follow these steps:

1. Send us an email at info@kemern.lv specifying the product name, order number, and order and receipt dates.

2. We will send you the return address. Please note that we are not responsible for lost parcels in the return process.

3. After receiving and inspecting the returned product(s), we will send you an email confirming receipt of your returned products and request your bank details for the refund.

When will I receive the refund for returned products?

Refunds will be made using the same payment method used in the transaction within 14 working days after we receive your email request at info@kemern.lv.

I want to exchange products for others – how should I proceed?

Any product exchange request is reviewed individually. Please send us an email at info@kemern.lv.

Additional Terms

Parcel Terminals and Pickup Point Terms

Orders are stored at the pickup point for 7 calendar days. After this period, the goods are returned to SIA “Kemern Cosmetics”. If you fail to collect your order within this timeframe, you are required to cover the costs of reshipping.

Customs Duties and Other Charges

For deliveries outside the European Union, customs duties and/or other local taxes and fees may apply. You are fully responsible for these additional costs.

General Shipping and Delivery Terms

If delivery is made by courier and you are not available at the delivery address, the courier has the right to hand over the order to any other adult person present at the specified address.

If delivery is not possible due to your fault or circumstances dependent on you (e.g., incorrect address provided, you are not available at the address, or the address is inaccessible), the products will not be resent, and the order will be canceled. In such a case, you may be refunded only for the products, but the delivery fee will not be refunded.

Upon receiving the order, you or your representative must check the products and sign the invoice, delivery note, or other handover document presented by the courier. By signing, you or your representative confirm that the products were delivered in good condition. SIA “Kemern Cosmetics” is not responsible for any defects that were obvious at the time of delivery but not noted in the delivery confirmation.

Dispute Resolution

Disputes between the Buyer and Seller shall be resolved through mutual negotiations. If the dispute cannot be resolved through negotiations, the Buyer may file a complaint with the Consumer Dispute Resolution Commission, located at Brīvības iela 55, Rīga, Latvia, LV-1010 (more information available at www.ptac.gov.lv, or in court.

Additionally, the Buyer may use the Online Dispute Resolution (ODR) platform to resolve disputes regarding goods or services purchased online. More information: https://ec.europa.eu/consumers/odr/

Data Processing

By entering the necessary information when placing an order, the Buyer confirms that they are informed and agree that their provided data will be used so that the Seller can accept the Buyer’s order and deliver goods in accordance with Latvian legislation.

By entering this information, the Buyer also agrees to receive notifications related to order processing at the provided email address.