Product Returns, Right of Withdrawal and Refunds
1. General information
The online store 1store.lv is operated by Mercurius Trade SIA (hereinafter: the Seller). When making a purchase online, the Consumer concludes a distance contract in accordance with the laws of the Republic of Latvia and EU requirements.
Seller: Mercurius Trade SIA
Reg. No.: 40203063532
VAT Reg. No.: LV40203063532
Legal address: Rēzeknes iela 3a, Riga, LV-1073, Latvia
E-mail: 1store@mercurius.lv
Phone: +371 22059100
2. Right of withdrawal (14 days)
The Consumer has the right to withdraw from the distance contract within 14 calendar days without giving a reason. The period starts on the day the Consumer (or a third party indicated by the Consumer, other than the carrier) has received the goods, and in the case of multiple items, from the receipt of the last item.
How to give notice of withdrawal
To exercise the right of withdrawal, the Consumer sends a written notice:
- by e-mail: 1store@mercurius.lv, or
- by post to: Rēzeknes iela 3a, Riga, LV-1073.
- online: the link «Withdraw from the contract here» at the bottom of every page; we email a confirmation with the text of the notice, the date and the time.
The notice may be submitted in free form or using the withdrawal form (recommended). Withdrawal form. The deadline is met if the notice is sent within 14 days.
Returning the goods
After sending the notice of withdrawal, the Consumer must return the goods within 14 days. The goods are delivered or sent to: Rēzeknes iela 3a, Riga, LV-1073 (or another address indicated by the Seller).
The return costs (shipping/transport) are covered by the Consumer, except where the goods do not conform to the contract (a defect or non-conformity with the description).
Large items (fridges, washing machines, cookers, etc.) cannot be returned by post. They can be brought to Rēzeknes iela 3A, Riga, or at the Consumer's request we collect them with our own van in Riga and the nearby area for the delivery price (20 €, 25 € or 40 € depending on the distance) plus carrying out of the apartment under section 8 of the Delivery Terms. Elsewhere in Latvia the item can be sent with DPD; the cost is about the same as delivering this item with DPD, as shown on the product page.
3. Inspection of the goods and diminished value
The Consumer may inspect the goods to the extent that would be possible in a physical store (appearance, contents, checking basic functions), but must not use the goods for a prolonged time or intensively.
The Consumer is liable for any diminished value of the goods if they have been used more than necessary to establish their nature, characteristics and functioning. In such a case the Seller may proportionately reduce the refundable amount, based on evidence (photo/video and, where necessary, a service/expert opinion).
- visible signs of use (scratches, abrasions, dirt);
- damaged or incomplete original packaging;
- missing accessories, manuals, components;
- the goods have lost their merchantable appearance for resale as new.
4. Delivery costs and additional services
When the right of withdrawal is used, the Seller refunds the amount paid for the goods and the delivery costs up to the price of the cheapest standard delivery offered. If the Consumer chose a more expensive delivery method, the difference is not refunded.
We provide paid services (carry-in, installation, connection, removal of the old appliance) on the delivery day only at the Consumer's request, which the Consumer ticks in the order form. If the Consumer then withdraws from the contract, the Consumer pays for the services actually provided; for services not yet provided we refund the money in full. The right to withdraw from the purchase of the goods remains even after installation.
5. Made-to-order goods (pre-order)
For items marked «Available to order», which we order from the supplier's warehouse, we do not take any prepayment: you pay only once the item is in our warehouse (see the Payment Terms). The right of withdrawal applies to such items in the same way as to other goods, unless the exceptions in section 6 apply.
6. Goods exempt from the right of withdrawal (exceptions)
The right of withdrawal does not apply (within the scope of the applicable rules), for example:
- to goods made to the Consumer’s individual order or specifications;
- to goods that cannot be returned for health and hygiene reasons if the packaging has been opened or the seal broken;
- to audio/video recordings and software if the packaging has been opened;
- to digital content/activation codes/licences if delivery began with the Consumer’s consent and acknowledgement of the loss of the right of withdrawal;
- to goods that deteriorate quickly or have a short shelf life;
- to goods irreversibly mixed with other items;
- to services fully performed with the Consumer’s consent.
7. Damage during delivery and hidden defects
On receiving the goods, the Consumer is advised to check the packaging. If the packaging is damaged, please record this in the delivery documents at the moment of delivery and inform the Seller.
If, after opening the packaging, mechanical damage, missing components or hidden defects are found, the claim must be submitted immediately after discovery, attaching photos/videos, and within a reasonable time.
8. Warranty / non-conformity cases
If the goods do not conform to the contract (a defect), the Consumer has the right to submit a claim. In certain cases the Seller may ask for the goods to be inspected at an authorised service centre in order to objectively establish the cause of the non-conformity and the solution.
This does not limit the Consumer’s right to exercise the 14-day right of withdrawal where it applies to the specific goods.
9. Refunds
We refund without undue delay and no later than 14 days after receiving the notice of withdrawal. If the Consumer brings or sends the goods back themselves, we may withhold the refund until the goods reach our warehouse or the Consumer provides proof of sending (for example, a receipt or tracking number), whichever is earlier. If we collect the goods, we refund within 14 days after receiving the notice of withdrawal.
The refund is made using the same payment method as the purchase, unless the Parties agree otherwise. For purchases with ESTO the refund goes through ESTO.
10. Dispute resolution
Disputes are resolved by negotiation. If no agreement is reached, the Consumer may file a complaint with the Consumer Rights Protection Centre (PTAC, www.ptac.gov.lv). If the dispute cannot be resolved with the help of PTAC, it may be examined by the PTAC Consumer Dispute Resolution Committee. The Consumer also has the right to go to court. See also Complaints and Disputes.
11. Contact information
E-mail: 1store@mercurius.lv
Phone: +371 22059100
Last updated: 10 October 2026
