Returns and Refund Policy

This Returns and Refund Policy applies to purchases made by consumers from ELTRONUM GROUP SIA and delivered within the European Union.

20-day right of withdrawal

You have the right to withdraw from your purchase and request a return within 20 calendar days after the day on which you, or a person designated by you other than the carrier, receives the goods.

Our 20-day return period voluntarily extends the statutory 14-day withdrawal period applicable to distance purchases in the European Union. This extension does not limit or replace any mandatory consumer rights available to you under applicable law.

You do not need to provide a reason for exercising your right of withdrawal. To meet the deadline, it is sufficient to send us a clear statement of your decision to withdraw before the 20-day period expires.

To exercise your right of withdrawal, contact us at info@eltro.com before sending the product back. Please provide your order number, the product you wish to return, and your contact details.

A prepaid return shipping label is included with your order. Please retain this label until the 20-day return period has expired. After registering your return request, follow the return instructions provided by us and attach the enclosed prepaid label to the return parcel.

If the prepaid return label is missing, damaged, or lost, contact us before returning the product so that we can provide a replacement label or alternative return instructions.

The inclusion of a return label does not, by itself, constitute a notice of withdrawal. You should notify us of your decision to withdraw before the 20-day period expires. Failure to contact us before sending the product will not automatically invalidate a statutory right of withdrawal, but it may delay identification and processing of the return.

After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 calendar days after the date on which you notified us.

Return address

Unless we provide different written instructions, returns must be sent using the prepaid return label enclosed with the original order. The return destination printed on the prepaid label may be a designated returns facility and may differ from our registered legal address.

Our registered legal address is:

ELTRONUM GROUP SIA
Viskaļu iela 16G
Rīga, LV-1026
Latvia

Please do not send a return using your own shipping method without first contacting us, as the designated return destination or carrier may differ depending on the country from which the product is returned.

Free return shipping

Returns from countries within the European Union are free of charge when the prepaid return label enclosed with the original order, or another return method approved by us, is used.

The prepaid label may only be used to return products from the order with which it was supplied and through the carrier or return service indicated on the label or in our instructions.

Please package the returned products securely and attach the prepaid return label so that any previous shipping labels and barcodes are fully covered or removed.

If you choose a different carrier, an express service, or another return method without our prior written approval, we may not be able to reimburse the resulting shipping costs, except where applicable law requires otherwise.

Condition of returned products

You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics, and functioning, in the same way as you would normally be permitted to inspect it in a physical shop.

You are responsible for any reduction in the product’s value caused by handling or use beyond what is reasonably necessary for such inspection. Where permitted by applicable law, a reasonable deduction reflecting the diminished value may be made from your refund.

Please return the product securely packaged and, where reasonably possible, in its original packaging, together with all included accessories, manuals, cables, chargers, promotional items, and other components.

Original packaging is recommended because it helps protect the product during transport. The absence of the original packaging does not automatically remove your statutory right of withdrawal, but you remain responsible for packaging the product securely and may be liable for diminished value caused by inadequate handling or packaging.

Before returning a phone, tablet, computer, game console, smartwatch, or another connected device, please:

• back up and remove your personal data;
• sign out of all accounts;
• disable activation locks, device tracking, and similar security features;
• remove SIM cards, memory cards, and other personal accessories; and
• restore the device to its factory settings where reasonably possible.

ELTRONUM GROUP SIA is not responsible for personal data left on a returned device. A device that remains linked to an account or protected by an activation lock may require additional processing before the return can be completed.

Damaged, defective, incomplete, or incorrect products

Please inspect your order as soon as reasonably possible after delivery. If the product is damaged, defective, incomplete, or different from the product ordered, contact us promptly at info@eltro.com so that we can assess the issue and provide an appropriate solution.

Please include your order number, a description of the issue, and clear photographs of the product, packaging, shipping label, and any visible damage.

Where the issue cannot be clearly demonstrated in photographs, we may also ask for a short video showing the fault. Photographs and videos help us investigate the issue and process the claim more quickly. We will not reject a valid statutory claim solely because a photograph or video cannot reasonably be provided.

Please retain the product, its packaging, and all included parts until we have reviewed your claim and provided further instructions.

Damage caused during return transport as a result of inadequate packaging may affect the amount refunded, to the extent permitted by applicable law. This does not apply where the damage is attributable to our carrier, our return instructions, or packaging supplied by us.

Exceptions to the right of withdrawal

The right of withdrawal does not apply where a specific exception established by applicable consumer law applies. Depending on the products offered, this may include:

• goods made to the consumer’s specifications or clearly personalised;
• sealed audio or video recordings or sealed computer software after the seal has been removed; and
• digital content not supplied on a physical medium where performance has begun with the consumer’s prior express consent and acknowledgement that the right of withdrawal will be lost.

An exception will only be applied where it is legally applicable and where all required information and consent have been provided before the purchase.

Hair dryers, hair straighteners, and similar electrical hair-care appliances are not treated as non-returnable hygiene products solely because their ordinary retail packaging has been opened. They may be inspected to the extent reasonably necessary to establish their nature, characteristics, and functioning.

The customer may be responsible for any reduction in value caused by use or handling beyond what is reasonably necessary for such inspection.

Opening the ordinary packaging of a phone, tablet, computer, game console, smartwatch, vacuum cleaner, hair dryer, hair straightener, or another electrical appliance does not, by itself, remove the right of withdrawal.

Products purchased during a sale or promotion remain covered by applicable withdrawal rights unless a specific lawful exception applies.

Exchanges

For unwanted products, the quickest way to obtain a different product is normally to return the original product and place a separate order after submitting the return request.

This does not affect your statutory remedies for defective or non-conforming goods. Where a product is defective or does not conform to the sales contract, you may be entitled to repair, replacement, a proportionate price reduction, or termination of the contract and a refund, subject to the conditions and order of remedies established by applicable law.

Refunds

If you exercise your right of withdrawal, we will reimburse payments received from you, including the cost of the least expensive standard delivery method offered for the original order.

If you selected a more expensive delivery method, such as express or priority delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery method.

The refund will be made without undue delay and no later than 14 calendar days after the day on which we are informed of your decision to withdraw.

We may withhold the refund until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first, unless we have offered to collect the goods ourselves.

After receiving the returned product, we may inspect it to confirm its identity, completeness, condition, and any reduction in value resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.

Refunds are issued to the same payment method used for the original transaction unless you expressly agree to another method. Returning the payment to the original payment method helps protect both the customer and the seller against fraud.

You will not be charged a fee by us for receiving the refund.

After we issue the refund, your bank, card provider, or payment service provider may require additional time to credit the funds to your account. This processing time is outside our control.

If you have not received the refund after we have confirmed that it was issued, contact us at info@eltro.com.

Legal guarantee for defective goods

The right of withdrawal is separate from your rights when a product is defective, does not match its description, or otherwise does not conform to the sales contract.

Goods sold to consumers in the European Union are covered by the applicable statutory legal guarantee of conformity, which is at least two years from delivery unless the law applicable to the consumer provides a longer period.

Where a product is non-conforming, you may be entitled to have it repaired or replaced free of charge and without significant inconvenience.

Where repair or replacement is impossible, disproportionate, not completed within a reasonable period, or otherwise meets the conditions established by applicable law, you may be entitled to a proportionate price reduction or termination of the contract and a refund.

Nothing in this policy limits any mandatory rights available to you under applicable national or European Union consumer law.

Model withdrawal statement

You may use the statement below to exercise your right of withdrawal, but its use is not mandatory:

To:
ELTRONUM GROUP SIA
Viskaļu iela 16G
Rīga, LV-1026
Latvia
Email: rimaspetkus5@proton.me

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Order number:
Product or products:
Order date:
Date received:
Customer name:
Customer address:
Customer email address:
Date:

Contact information

ELTRONUM GROUP SIA
Registration No. 40103847191
VAT No. LV40103847191
Viskaļu iela 16G
Rīga, LV-1026
Latvia
Email: info@eltro.com

This policy was last updated on 20 August 2026.