Warranty & Returns

These terms apply to goods sold by I Smart SIA (reg. No. 40203423730, Komētas iela 32-4, Riga, LV-1004, Latvia). They do not limit or reduce consumer rights established by the laws of the Republic of Latvia and the European Union — the law always takes precedence.

1. Statutory Consumer Rights (for Natural Persons) — 2 Years

Under the Patērētāju tiesību aizsardzības likums (Consumer Rights Protection Law, PTAL), the seller is liable for any non-conformity of the goods with the contract that existed on the date of delivery of the goods and becomes apparent within two years of the delivery date (PTAL, Section 13(2) and Section 27(1)).

  • Filing a claim: the claim must be submitted to the seller within at least two months of the date the non-conformity is discovered (PTAL, Section 27(1)).
  • During the first year after delivery, any non-conformity that is discovered is presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or the type of non-conformity (PTAL, Section 13(3)). After the first year, the consumer must prove that the non-conformity existed at the time of delivery.
  • Order of remedies (PTAL, Section 28): first, free repair or replacement of the goods (at the consumer's choice, unless this is impossible or disproportionate); if this is not carried out within a reasonable time or is unsuccessful — a price reduction or termination of the contract with a refund.
  • The cost of delivering goods that do not conform to the contract for repair or replacement is borne by the seller (PTAL, Section 28(9) and (10)).

These are statutory rights; they exist independently of any commercial warranty offered by the manufacturer or seller (PTAL, Section 16) and cannot be narrowed by these terms.

2. Right of Withdrawal — 14 Days (Distance Contract)

When purchasing in the online store, the consumer (a natural person) has the right, within 14 days of the date the goods are taken into possession (or, if the ordered goods are delivered separately, from receipt of the last item), to withdraw from the contract without stating a reason (PTAL, Section 12; Cabinet Regulation No. 255 "Regulations on Distance Contracts").

  • How to exercise it: within 14 days, send us an unambiguous notice of withdrawal (for example, by email to sales@smarteg.lv) or a completed withdrawal form (Cabinet Regulation No. 255, Annex, Part B). The deadline is met if the notice is sent before it expires. The goods must be sent back without undue delay, no later than 14 days after the notice of withdrawal is sent (PTAL, Section 12(2) and (5)).
  • The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized (Cabinet Regulation No. 255, sub-clause 22.3) — for example, custom-assembled and configured electrical distribution boards (smart panels).
  • The right of withdrawal may also be exercised if the goods have been tried out, but the consumer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning (PTAL, Section 12(11)) — for example, installation marks, connected and cut wires, scratched terminals, removed or damaged seals, or configuration having been carried out. In such a case, an amount corresponding to the diminished value is deducted from the refund. Opening the packaging to the extent necessary to inspect the goods is not grounds for a deduction.
  • Refund: we will refund all payments received from you, including delivery costs (except for additional costs if you chose a delivery method other than the cheapest standard method offered by us), without undue delay and no later than 14 days from the day we receive your notice of withdrawal, using the original method of payment. We may withhold the refund until we have received the goods back or you have supplied evidence that the goods have been sent back (PTAL, Section 12(6), (7) and (8)).
  • In the event of withdrawal, the consumer bears the direct cost of returning the goods.

3. What Does Not Constitute Non-Conformity (Not Covered)

The seller is liable for non-conformity that existed at the time of delivery of the goods. The following are not considered non-conformity:

  • natural wear and tear and the gradual depletion of parts with a limited service life — reduced capacity of accumulators and batteries, bulbs, fuses, gaskets, filters, and other consumables (see the PTAC explanation). Statutory rights remain fully in force for manufacturing defects in such parts (for example, a bulb that burns out shortly after purchase);
  • mechanical damage, drops, ingress of moisture or liquid, overvoltage, lightning strikes, non-conforming mains parameters, or exceeding the goods' rated parameters (load, current, temperature) after the goods have been handed over;
  • defects arising from failure to follow the manufacturer's instructions for use, installation guidelines, warnings, or the intended purpose of the goods;
  • defects caused by unauthorized modification of the goods, installation of non-original firmware, structural alteration, or repair carried out by an unauthorized person. This exception applies only where such intervention has actually caused or contributed to the specific defect — statutory rights remain in force for manufacturing defects unrelated to the intervention.

In the event of a dispute, the cause of the defect is established by diagnostics or an independent expert examination (see Section 5).

4. DIY Products and Electrical Installation

Part of our range consists of DIY (self-installation) products — smart relays, thermostats, switches, sensors, and other devices that the customer installs themselves. All rights provided for in these terms and by law regarding the goods themselves remain fully in effect for such products.

  • Devices intended for permanent connection to 230/400 V wiring may only be connected by a person with appropriate electrical safety qualifications. The installation of fixed building wiring is governed by the Latvian building code LBN 261-15, which requires the involvement of a certified electrical specialist.
  • The seller is not liable for non-conformity of the goods caused by incorrect connection or installation carried out by the buyer or a person engaged by the buyer, contrary to the manufacturer's instructions for use. If the goods were installed by the seller or a specialist engaged by the seller, or if the non-conformity is caused by inaccurate instructions for use or instructions not translated into the state language, the seller is liable in accordance with the procedure established by law (PTAL, Section 28(7)).
  • Installation, connection, and configuration work is not included in the price of the goods and is not provided remotely; for available paid services, see the "Installation & Services Terms" section.

5. Procedure for Filing a Claim

  1. Submit a written application (by email or via the store's contact form) stating your first and last name, contact details, order number, product name, a description of the defect, and your claim. If possible, attach proof of purchase (invoice, order confirmation, payment statement) and a photo or video of the defect.
  2. We will provide a written response within 15 working days (PTAL, Section 26¹(5)).
  3. To determine the cause of the defect, we have the right to request that the goods be presented or submitted for diagnostics (PTAL, Section 26¹(4¹)). During the first year after delivery, the seller must prove the absence of non-conformity, and diagnostics is free of charge for the consumer; thereafter, the allocation of costs depends on the outcome of the examination. If a manufacturing defect is confirmed, the seller bears the cost of diagnostics and repair; repair or replacement is carried out within a reasonable time (usually up to 30 days, depending on parts availability).
  4. If no agreement is reached, the consumer may turn to the Consumer Rights Protection Centre (PTAC), the Consumer Dispute Resolution Commission, or the courts.

6. Buyers Purchasing Goods for Business or Professional Purposes (B2B)

The Consumer Rights Protection Law (PTAL) applies only to consumers — natural persons purchasing goods for a purpose unrelated to their business or professional activity (PTAL, Section 1, clause 3). Where the buyer purchases goods for a purpose related to their business or professional activity (including where the purchase is made on behalf of a legal entity):

  • the goods carry a 12-month commercial warranty from the date of delivery (unless the manufacturer or the product description specifies a longer period), covering manufacturing defects subject to the same exceptions as in Sections 3 and 4;
  • the manner of fulfilling the commercial warranty (repair, replacement, or refund) is chosen by the seller; the commercial warranty does not limit the buyer's rights arising from the Civil Law;
  • the 14-day right of withdrawal does not apply to such purchases;
  • in all other respects, the Civil Law applies (including Sections 1612–1634 on defects in a thing).

7. Contacts

I Smart SIA, Komētas iela 32-4, Riga, LV-1004 · email: sales@smarteg.lv · phone +371 29816769. Goods should be returned to this same address; please arrange the shipment with us in advance (this is not a precondition for processing your claim). The cost of delivering non-conforming goods for repair or replacement is borne by the seller; in the case of withdrawal, the direct cost of returning the goods is borne by the consumer.

Legal Acts

Back to top