Refund policy
1. YOUR RIGHT TO RETURN
If you purchase from us as a consumer, you generally have the right to withdraw from your online purchase within 14 days without giving a reason, subject to the exceptions below.
The withdrawal period begins when you, or a person designated by you other than the carrier, receives your order. If products from one order are delivered separately, the period begins when the last product is received.
This policy does not limit your statutory rights concerning defective, damaged, incorrect or otherwise non-conforming products.
2. HOW TO REQUEST A RETURN
To exercise your right of withdrawal, send a clear statement of your decision before the 14-day period expires.
Email: info@carelikacosmetics.com
Postal address:
SIA ĻIKA-J
Bauskas iela 5
Jelgava, LV-3001
Latvia
Please include your name, order number and the products you wish to return. An order confirmation, receipt or other evidence of purchase will help us identify your order.
You may use the withdrawal form at the end of this policy, but this is not compulsory.
Contacting us before sending your parcel helps us provide return instructions. However, prior approval is not required to exercise your statutory right of withdrawal.
Where you use our store’s online withdrawal function, you will receive confirmation of your submission.
3. RETURN DEADLINE AND ADDRESS
After notifying us of your withdrawal, send the products back without undue delay and no later than 14 days after sending your withdrawal notice.
The deadline is met if you dispatch the products before that period expires.
Send returns to:
SIA ĻIKA-J
Bauskas iela 5
Jelgava, LV-3001
Latvia
Please package the products securely to protect them during transport. We recommend keeping proof of dispatch and using a tracked delivery service.
4. PRODUCT CONDITION
You may examine products to the extent necessary to establish their nature, characteristics and functioning, subject to the health and hygiene exception below.
Where permitted by law, you are responsible for any reduction in value caused by handling beyond what is necessary for that examination.
Please return the product with its included accessories and components. Original packaging is helpful, but missing or damaged outer packaging alone does not automatically remove your statutory withdrawal rights.
Opening the outer shipping parcel does not, by itself, prevent a return.
5. COSMETICS AND HYGIENE EXCEPTIONS
For health protection and hygiene reasons, the right of withdrawal does not apply to sealed products that are unsuitable for return once unsealed and whose relevant protective seal or sealed packaging has been opened after delivery.
This exception applies only where the product meets the legal conditions. Beauty products and cosmetics are not automatically excluded from returns solely because they belong to these categories.
Where applicable, withdrawal rights may also be excluded for clearly personalised products, products liable to deteriorate or expire rapidly, or products that have become inseparably mixed with other items after delivery.
These exceptions do not affect your rights if a product is defective, damaged, incorrect or otherwise non-conforming.
Products purchased at a discount have the same statutory withdrawal and conformity rights as full-price products.
6. RETURN SHIPPING COSTS
For a change-of-mind return under the right of withdrawal, you are responsible for the direct cost of returning the products, unless we have agreed to cover it or applicable law requires otherwise.
We do not automatically provide a prepaid return label for change-of-mind returns.
For a justified claim concerning defective, damaged, incorrect or otherwise non-conforming products, we will cover the necessary return costs where required by law. Please contact us so we can arrange an appropriate return method.
7. REFUNDS
If you validly withdraw from the entire purchase, we will refund the payments received from you, including the cost of our least expensive standard delivery option.
Additional costs resulting from your choice of a more expensive delivery option are not refundable under the statutory withdrawal right.
For a partial return, original delivery charges will be refunded to the extent required by applicable law.
We will issue your refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the returned products or you provide evidence that they have been sent back, whichever occurs first, unless we have offered to collect them.
Refunds will be made using the original payment method unless you expressly agree otherwise. We do not charge a refund or restocking fee for statutory withdrawal.
If a lawful deduction for diminished product value applies, we will explain the reason and amount.
Your bank or payment provider may take additional time to display the refund in your account. Contact us if you need confirmation that a refund has been issued.
8. DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCTS
Please contact us as soon as reasonably possible if your order arrives damaged, contains an incorrect product, is incomplete or includes a product that appears defective.
Email: info@carelikacosmetics.com
Include your order number, a description of the issue and, where possible, photographs of the product and packaging.
Photographs help us investigate, but your statutory rights do not automatically depend on providing them or inspecting the parcel in the courier’s presence.
Do not continue using a product that appears unsafe.
Under Latvian consumer law, you may submit a claim concerning a non-conforming product within two years after delivery. Notify us promptly after discovering the issue and within the applicable statutory notification period, generally two months after discovery.
This protection concerns product non-conformity. It does not mean that every cosmetic product has a two-year shelf life or remains suitable for use for two years after opening.
Depending on the circumstances and applicable law, you may be entitled to repair or replacement, a price reduction or termination of the purchase contract. Applicable remedies will be provided in accordance with your statutory rights.
9. EXCHANGES
If you wish to exchange an eligible product for a different item, contact us first.
Unless we agree to arrange a direct exchange, you can return the original product in accordance with this policy and place a separate order for the replacement.
This process does not affect your right to a replacement where it is an applicable statutory remedy for a non-conforming product.
10. COMPLAINTS
If you have a complaint about a return, refund or product, contact us at info@carelikacosmetics.com.
We will provide a reasoned response to a consumer complaint within 15 working days. If an objectively justified extension is necessary, we will explain the reason and provide a reasonable response timeframe in accordance with applicable law.
If the dispute cannot be resolved directly, you may seek assistance from the Latvian Consumer Rights Protection Centre (PTAC) at https://www.ptac.gov.lv and, where applicable, the Consumer Dispute Resolution Commission.
Your right to bring proceedings before a competent court remains unaffected.
11. CONTACT DETAILS
SIA ĻIKA-J
CARELIKA online store
Bauskas iela 5, Jelgava, LV-3001, Latvia
Email: info@carelikacosmetics.com
Phone: +371 27098813