Complaints Handling and Dispute Resolution

The online store 1store.lv (operated by Mercurius Trade SIA) strives to resolve all questions, complaints and disagreements as quickly and correctly as possible, in a spirit of mutual understanding.

This section sets out the procedure for submitting and handling complaints. Additional information on the right of withdrawal, product returns and warranty is described in the sections Product Returns and Terms of Use.

1. How to submit a complaint

If the Consumer has a complaint or claim regarding a product, service, delivery or any other aspect of the performance of the contract, please submit it in writing (by e-mail or post) so that the Seller can properly register and review it.

Send complaints to:
📧 1store@mercurius.lv
📬 Mercurius Trade SIA, Rēzeknes iela 3a, Riga, LV-1073, Latvia

We recommend including in the complaint:

• the order or invoice number;
• the product name and description;
• a precise description of the problem (with photo/video evidence where possible);
• the preferred solution (repair, replacement, refund, etc.);
• contact details (name, surname, phone, e-mail).

After receiving a complaint, the Seller sends a confirmation of its registration (usually within 1–2 business days).

2. Complaint review period

In accordance with the Consumer Rights Protection Law, the Seller reviews the complaint and provides a written reply no later than within 14 (fourteen) days from the day of its receipt.

If reviewing the complaint requires additional information, a product examination, an authorised service centre opinion or information from third parties, the Seller informs the Consumer accordingly and indicates the expected reply deadline, following the practice of the CRPC (PTAC) and the applicable regulations.

3. Additional requirements for review

To ensure an objective and prompt review of the complaint, the Seller is entitled to request:

• photo and/or video evidence of the product;
• the product serial number, purchase date and other identification data;
• delivery documents, receipt or invoice.

Until the dispute is resolved, the Consumer must keep the product in a reasonable condition, not worsening its technical or visual state as far as possible.

4. Relation to the right of withdrawal and warranty

Submitting a complaint does not limit the Consumer’s right to use the 14-day right of withdrawal or to make a warranty / non-conformity claim, where applicable in the specific situation.

5. Out-of-court dispute resolution

If the dispute cannot be resolved through mutual negotiations, the Consumer has the right to turn to:

• The Consumer Rights Protection Centre (PTAC)
  Website: www.ptac.gov.lv
  Phone: +371 65452554
• The European Consumer Information Centre (ECC Latvia) — for cross-border purchases
  🌍 ptac.gov.lv — ECC Latvia

6. Jurisdiction

If a dispute cannot be resolved out of court, it is heard by a court of the Republic of Latvia in accordance with the laws of the Republic of Latvia, respecting the Consumer’s right to bring proceedings also at their place of residence.

7. Final provisions

These terms apply to all purchases in the online store 1store.lv. The Seller reserves the right to amend these terms. The version published at the moment the order is placed applies.

Last updated: January 2026