Product Returns, Right of Withdrawal and Refunds — 1store.lv

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 2771 8811

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.

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).

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 exercised, the Seller refunds the amount paid for the goods and (where applicable) the standard delivery costs. If the Consumer chose a more expensive delivery method than the standard one, the difference is not refunded.

If the Consumer requested additional services (for example, carry-up, installation, connection, etc.), the fee for a completed service may not be refunded if the service was provided with the Consumer’s consent and has been fully performed.

5. Advance payment and made-to-order goods (pre-order)

For certain goods that are delivered to order or have limited availability, the Seller may request an advance payment (10–100%). The amount and terms of the advance are agreed with the Consumer before the order is confirmed.

If the Consumer cancels the order or exercises the right of withdrawal and none of the exceptions listed in Section 6 apply, the advance is refunded in accordance with Section 8 of this policy.

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

The refund is made no later than within 14 days after receiving the notice of withdrawal. The Seller is entitled to withhold the refund until the goods have been received back or proof of their dispatch has been provided (e.g. a shipping receipt/tracking number).

The money is refunded using the same payment method that was used for the purchase, unless the Parties have agreed otherwise.

10. Dispute resolution

Disputes are resolved through negotiations. If no agreement can be reached, the Consumer may turn to the PTAC (Consumer Rights Protection Centre) or use the EU Online Dispute Resolution platform (ODR).

11. Contact information

E-mail: 1store@mercurius.lv
Phone: +371 2771 8811

Last updated: January 2026