Distance contract and marketplace terms

1. Contract scope

These terms govern purchases on dils.lv. The distance contract for a specific order consists of these terms, product page information, cart and checkout summary, delivery and return instructions, order confirmation, and invoice or other transaction document.

If the product page names SIA "DĪLS" as seller, the buyer contracts with SIA "DĪLS". If checkout names an approved marketplace seller, the buyer contracts with that seller and SIA "DĪLS" operates the platform, collects payment, technically processes the order, and coordinates support where disclosed.

Platform operator: SIA "DĪLS", registration No. 40203747074, VAT No. LV40203747074, legal address Ogres nov., Ogre, Brīvības iela 12A, LV-5001, email info@dils.lv.

2. Products, prices, and order conclusion

Before payment, the buyer is shown the seller, product name, main characteristics, quantity, price, applicable taxes, delivery method, delivery cost, estimated delivery period, payment method, and clear information that the order creates an obligation to pay.

The contract is concluded when the buyer accepts the distance contract, completes payment, and the platform sends an order confirmation to the buyer's email address or displays the order in the buyer account. If payment is not authorized, the order is not treated as paid.

3. Payment terms

The primary payment method is payment card. For Baltic customers, checkout may also offer the Klix payment platform, including Klix-supported card payments, bank payments, or other payment methods shown at checkout.

Payments are processed by Stripe, Klix, or another payment service provider shown at checkout. SIA "DĪLS" does not store full card numbers, CVV codes, or other sensitive card authentication data.

The buyer is informed that the transaction has been concluded by email order confirmation and, where the buyer has an account, in the account order history.

4. Delivery and cancellation

Available delivery methods, costs, and estimated timing are shown at checkout. Delivery may include courier delivery, parcel locker delivery, pickup point delivery, or direct dispatch by an approved seller.

The buyer may request cancellation until the goods are handed over for delivery or fulfilment by emailing info@dils.lv with the order number. If goods have already been dispatched, a consumer may use withdrawal rights unless a statutory exception applies.

SIA "DĪLS" or the seller may cancel an order if payment is not received, goods are unavailable, the order contains an obvious technical error, fraud is suspected, or delivery is impossible. Paid amounts are refunded.

5. Withdrawal and returns

A consumer may withdraw from the distance contract within 14 days without giving a reason unless a statutory exception applies. For goods, the period starts on the day the consumer or a third person indicated by the consumer receives the goods.

To withdraw, the consumer must send a clear notice before the 14-day period expires to info@dils.lv, through the buyer account, or to the seller contact shown in the order. Use of the model withdrawal form is optional.

After sending the withdrawal notice, the goods must be returned without undue delay and no later than 14 days from the withdrawal notice date. Goods must be returned to the address shown in the order confirmation, return instruction, or buyer account. If no address is shown, the buyer should use the SIA "DĪLS" postal address and contact info@dils.lv before dispatch.

Unless the goods are defective, non-conforming, incorrectly delivered, or the seller agrees otherwise, the consumer bears the direct return cost. The consumer may inspect the goods only as they could in a regular shop and is responsible for value loss caused by excessive handling.

6. Withdrawal exceptions

Withdrawal rights may not apply to statutory exceptions, including personalized goods, perishable goods, sealed hygiene or health-protection goods opened after delivery, digital content started with the consumer's consent and acknowledgement of loss of withdrawal rights, sealed software or recordings opened after delivery, newspapers, dated leisure services, and other cases set by law.

7. Refunds

Refunds are made without undue delay and no later than 14 days from receipt of the withdrawal notice. For goods, the refund may be withheld until the goods are received back or the consumer provides proof of return shipping.

Refunds are made using the same payment method the customer used for the original transaction, unless the customer expressly agrees otherwise and the alternative refund does not create additional cost for the customer.

8. Non-conforming goods and disputes

Withdrawal rights do not limit consumer rights where goods do not conform to the contract, are defective, incomplete, or incorrectly delivered. Complaints should be sent to info@dils.lv with the buyer's name, contact details, order number, product name, issue description, and requested remedy.

SIA "DĪLS" registers the complaint, checks the order, and where needed requests information from the seller, supplier, or delivery provider. A response is normally provided no later than 15 business days after all necessary information has been received.

If the dispute cannot be resolved directly, the consumer may contact the Consumer Rights Protection Centre of Latvia (PTAC), Brīvības iela 55, Riga, LV-1010, https://www.ptac.gov.lv, or another competent out-of-court dispute-resolution body. The consumer keeps the right to bring a court claim.

9. B2B partners and suppliers

Where SIA "DĪLS" buys goods from a B2B partner or supplier for resale, the partner must provide accurate product descriptions, images, prices, availability, delivery timing, warranty information, withdrawal exceptions, and return address. The partner must not provide misleading information and must promptly report changes in stock, prices, or delivery capacity.

The partner is responsible for product conformity, safety, labelling, origin, intellectual property rights, and legal compliance. If a consumer complaint, return, PTAC process, refund, chargeback, or loss arises due to the partner's act, omission, or inaccurate information, SIA "DĪLS" may recover the relevant cost from the partner or set it off against amounts payable to the partner.

10. Marketplace sellers and payouts

Marketplace sellers manage their products in seller or admin tools and must keep legal details, contacts, delivery timing, return addresses, and product information current. SIA "DĪLS" may suspend, correct, or hide products that are misleading, non-compliant, or create elevated customer risk.

Seller payouts are calculated from actually paid and undisputed orders, less platform commission, payment processing costs, returns, compensation, chargebacks, tax corrections, and other justified deductions. The recommended payout rule is to hold the seller payout until the consumer's 14-day withdrawal period has passed and no active complaint or refund process is open.

If payment is refunded to the buyer, or if a chargeback, fraud risk, dispute, or non-conforming product arises, SIA "DĪLS" may withhold payout, create a reserve, reduce a future payout, or request repayment from the seller. Payouts are made to the seller's approved bank or payment account after the seller provides required payment, invoice, and tax details.

11. Model withdrawal form

Complete this form only if you want to withdraw from the contract. The form may be sent by email or post; any other clear withdrawal statement is also sufficient.