Returns & Refunds Policy
Last updated: 22 July 2026
This Returns & Refunds Policy forms part of the KETA GUTMANE Terms & Conditions and applies to orders placed through our Website. It contains the detailed rules governing withdrawal, returns, exchanges, refunds, and non-conforming products.
Defined terms used in this Policy have the meanings given in the Terms & Conditions. Nothing in this Policy excludes or restricts mandatory consumer rights.
1. Scope
1.1 This Policy applies to products purchased directly from KETA GUTMANE through the Website.
1.2 Products purchased from another retailer must be returned to that retailer in accordance with its terms.
1.3 This Policy distinguishes between:
(a) the statutory right to withdraw from a distance contract;
(b) any additional voluntary return right expressly offered by KETA GUTMANE; and
(c) rights relating to faulty, incorrect, damaged, or otherwise non-conforming products.
1.4 Mandatory rights available under applicable consumer law prevail over this Policy.
2. Right of Withdrawal
2.1 Where the statutory right of withdrawal applies, you may withdraw from the contract within 14 days without giving a reason.
2.2 The 14-day withdrawal period runs from the day on which you, or a third party designated by you other than the carrier, obtains physical possession of the product.
Where products from one order are delivered separately, the withdrawal period runs from the day on which you or your designated third party obtains physical possession of:
(a) the last product, where several products are delivered separately; or
(b) the last lot or piece, where a product is delivered in several lots or pieces.
2.3 You may notify us of your decision to withdraw before delivery. If processing has begun or the order has been dispatched, it may not be possible to stop delivery, and you may need to return the product after receiving it.
2.4 Where no statutory right of withdrawal applies, a change-of-mind return is available only where KETA GUTMANE expressly offers an additional voluntary return right. Any voluntary return is subject to the period and conditions stated with that offer.
3. How to Exercise the Right of Withdrawal
3.1 To exercise the right of withdrawal, you must inform us of your decision before the withdrawal period expires by submitting an unequivocal statement, for example:
(a) through the return-request function in your customer account;
(b) by email to clientservices@ketagutmane.com; or
(c) by post to our registered address stated in Section 11.
You may also use the model withdrawal form at the end of this Policy, but its use is optional.
3.2 Please provide:
(a) your name and contact details;
(b) the order number;
(c) the product or products concerned; and
(d) sufficient information to identify the order.
You are not required to provide a reason for exercising a statutory right of withdrawal.
3.3 The withdrawal deadline is met if you submit your notice before the 14-day period expires. Exercising a statutory right of withdrawal does not require prior approval from KETA GUTMANE.
3.4 After receiving your notice, we will provide return instructions and a return shipping label. A return request or contact with Client Services is required to obtain the correct label and physical return address, but it is not a condition for validly exercising the statutory right of withdrawal.
3.5 You must send the products back without undue delay and no later than 14 days after informing us of your decision to withdraw. The deadline is met if you dispatch the products before that 14-day period expires.
4. Condition of Returned Products
4.1 You may inspect and try on a product only as reasonably necessary to establish its nature, characteristics, fit, and functioning, in the same way that you could reasonably inspect it in a physical store.
4.2 You may be responsible for diminished value resulting from handling beyond what is reasonably necessary for that inspection. Such handling may include:
(a) wearing or using the product beyond trying it on;
(b) washing, cleaning, altering, repairing, or damaging it;
(c) exposing it to perfume, cosmetics, smoke, odours, or other substances;
(d) causing stains, marks, pulls, or other signs of use; or
(e) damaging or unnecessarily discarding product-specific packaging or accessories.
4.3 Products should be returned with their original tags, labels, accessories, protective materials, and packaging where reasonably possible.
Their absence does not automatically remove a statutory right of withdrawal. It may, however, affect the product’s value where the loss or damage results from handling beyond what was necessary to inspect it.
4.4 An additional voluntary return right may be subject to stricter condition requirements where those requirements are disclosed with the offer and do not restrict statutory rights.
5. Return Shipping and Costs
5.1 You are responsible for the direct cost of returning products where you:
(a) exercise the statutory right of withdrawal; or
(b) make another change-of-mind return accepted by KETA GUTMANE,
provided that responsibility for the direct return cost was disclosed before you placed the order.
5.2 If a product cannot, by its nature, normally be returned by post, the estimated direct cost of returning it will be disclosed before the order is placed.
5.3 For change-of-mind returns, we will provide a return shipping label. Before the label is issued, we will inform you of its cost and whether that cost will:
(a) be paid separately by you; or
(b) be deducted from the amount refunded to you.
5.4 KETA GUTMANE will bear the necessary return cost where a product is incorrect, damaged during delivery, faulty, or otherwise non-conforming and we are responsible for the return under applicable law.
Please contact Client Services before returning such a product so that we can provide the appropriate return instructions and label.
5.5 You should retain the return receipt and tracking information until the return and refund have been completed.
5.6 For international returns, you must follow the customs instructions provided with the return label and, where applicable, identify the shipment correctly as returned merchandise.
Reasonable costs resulting from incorrect customs information supplied by you may be charged or deducted only where permitted by applicable law.
6. Exceptions to the Right of Withdrawal
6.1 The statutory right of withdrawal does not apply where a legal exception applies, including to:
(a) products made to your individual specifications;
(b) products that are clearly personalised; or
(c) products that were delivered sealed, are genuinely unsuitable for return for health-protection or hygiene reasons, and were unsealed after delivery.
6.2 A whole product category is not automatically excluded for health-protection or hygiene reasons. The exception in clause 6.1(c) applies only where all the stated conditions are met.
6.3 A product is not excluded from the right of withdrawal merely because:
(a) it was available for pre-order;
(b) it was made or produced after the order was placed; or
(c) it was sold at a discounted or promotional price.
The exception for customised products applies only where the product was genuinely made to individual specifications or clearly personalised.
6.4 Where an exception applies to a product, this will be communicated before the order is placed.
6.5 Nothing in this Section affects your rights where a product is faulty, incorrect, damaged, or otherwise non-conforming.
7. Refunds Following Withdrawal
7.1 Where you validly withdraw from the entire order, we will refund:
(a) the price paid for the returned products; and
(b) the cost of the least expensive standard delivery method offered for the order.
7.2 If you selected a more expensive delivery method, such as Express delivery, we are not required to refund the amount exceeding the cost of the least expensive standard delivery method.
7.3 Where you withdraw from only part of an order, the original delivery charge will be refunded only to the extent required by applicable law.
7.4 Refunds will be made using the same payment method used for the original transaction unless:
(a) you expressly agree to another method; and
(b) the alternative method does not result in additional fees for you.
7.5 We will make the required refund without undue delay and no later than 14 days after receiving your withdrawal notice.
We may withhold the refund until:
(a) we have received the returned products; or
(b) you provide evidence that the products have been sent back,
whichever occurs first.
7.6 Returned products are normally inspected before a refund is initiated. The inspection will be completed promptly and will not delay a statutory reimbursement beyond the period during which we are legally entitled to withhold it.
7.7 Where permitted by law, the refund may be reduced to reflect diminished value caused by handling beyond what was reasonably necessary to inspect the product. We will explain any deduction.
7.8 Once we have initiated the refund, your bank, card issuer, or payment provider may require additional time to process and display it. Alternative payment methods may be processed according to the relevant provider’s procedures.
8. Exchanges
8.1 Exchanges are processed as a return for refund followed by a new order. We do not reserve replacement products while a return is in transit or being inspected.
8.2 To obtain a different size, colour, or product, you must:
(a) return the original product in accordance with this Policy; and
(b) place a new order for the preferred product, subject to availability.
8.3 The original product will be inspected and refunded in accordance with Section 7.
8.4 A replacement provided as a statutory remedy for a non-conforming product is not treated as a change-of-mind exchange and is governed by Section 9.
9. Faulty, Incorrect, Damaged or Non-Conforming Products
9.1 Please contact Client Services if a product:
(a) is different from the product ordered;
(b) arrives damaged;
(c) has a defect; or
(d) otherwise does not conform to the contract.
9.2 Please provide the order number, a description of the issue, and any information reasonably required to assess the claim. This may include photographs of:
(a) the product and the reported issue;
(b) product labels; and
(c) the parcel and packaging, where the issue may have occurred during delivery.
9.3 Claims under Latvian consumer law must be submitted within two years from delivery. You must notify KETA GUTMANE no later than two months after discovering the issue.
Any more favourable mandatory rights available to you remain unaffected.
9.4 Where a product is non-conforming, the remedies generally available first are:
(a) repair; or
(b) replacement.
You may choose between repair and replacement unless the selected remedy is impossible or disproportionate under applicable law.
9.5 A proportionate price reduction or termination of the contract may be available where the applicable legal conditions are met, including where:
(a) repair or replacement has been refused;
(b) repair or replacement has not been completed within a reasonable time or without significant inconvenience;
(c) the product remains non-conforming after an attempted remedy;
(d) the non-conformity is sufficiently serious; or
(e) it is clear that conformity will not be provided within a reasonable time or without significant inconvenience.
Termination may not be available where the non-conformity is minor.
9.6 Repair, replacement, and any necessary return of a product under a valid non-conformity claim will be handled free of charge where required by law.
Please obtain the appropriate return instructions and label before sending the product.
9.7 Issues concerning loss or damage during delivery will also be handled in accordance with our Shipping & Delivery Policy.
10. Refunds for Cancelled or Unavailable Products and Customs Charges
10.1 If an order is not accepted, is validly cancelled, or an accepted product later cannot be supplied, we will refund the applicable amount in accordance with the Terms & Conditions and applicable law.
10.2 The refund will normally be issued to the original payment method unless another method is expressly agreed.
10.3 Where customs duties, import taxes, or similar charges were collected by KETA GUTMANE as part of the order total, their treatment following a return or cancellation will be determined by the applicable order terms and mandatory law.
10.4 Customs duties, import taxes, clearance fees, or similar charges paid directly by you to a carrier, customs authority, or another public authority were not collected or retained by KETA GUTMANE.
Any request to recover those amounts may need to be submitted directly to the relevant carrier or authority. KETA GUTMANE does not promise reimbursement beyond what is required by the applicable order terms or mandatory law.
10.5 Cancellation and refund notices are status communications and do not change the date on which the contract was formed.
11. Contact, Withdrawal Notices and Physical Returns
11.1 Return requests and questions concerning withdrawals, returns, refunds, exchanges, or non-conforming products may be submitted through your customer account or to:
KETA GUTMANE Client Services
Email: clientservices@ketagutmane.com
Please include the relevant order number.
11.2 Physical products must be returned to:
KETA GUTMANE Returns
Andrejostas iela 17, Ziemeļu rajons, Rīga, LV-1045, Latvia
Use the return label and instructions provided by Client Services. Do not send products to another address unless expressly instructed to do so.
11.3 KETA GUTMANE is operated by:
SIA “Red is the New Black”
Trading as KETA GUTMANE
Registration No. 40103671488
Registered address: Jeruzalemes iela 2/4–29, Riga, LV-1010, Latvia
VAT No.: LV40103671488
Email: clientservices@ketagutmane.com
Website: www.ketagutmane.com
11.4 The registered address in clause 11.3 may be used to send a written withdrawal notice by post.
Physical products must not be sent to the registered address unless the return instructions expressly state that it is also the applicable physical return address.
MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the contract. You may instead submit any other unequivocal statement communicating your decision to withdraw.
To:
SIA “Red is the New Black”
Trading as KETA GUTMANE
Jeruzalemes iela 2/4–29
Riga, LV-1010
Latvia
Email: clientservices@ketagutmane.com
I hereby give notice that I withdraw from my contract of sale for the following product or products:
Product(s):
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Customer’s email:
Signature:
Required only if this form is submitted on paper.
Date:
The address above may be used to send this withdrawal notice. Do not send physical products to that address unless the return instructions expressly direct you to do so.