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Returns policy

Last updated: 15 May 2026 | Addmeon online store operated by Cnergy SIA

1. Overview

This Return Policy applies to all purchases made through the Addmeon online store, operated by Cnergy SIA, Reg. No. 40103709466, VAT No. LV40103709466, Riga, Latvia (hereinafter — Seller). It sets out the conditions and procedure for returning Goods under: (a) the statutory right of withdrawal applicable to Consumer Buyers, and (b) returns due to non-conformity or defect, which are governed by the Warranty Terms.

This Policy is based on the Consumer Rights Protection Law of the Republic of Latvia, Cabinet Regulation No. 207 (Rules Regarding Distance Contracts), Directive 2011/83/EU on consumer rights, and Directive (EU) 2019/771 on contracts for the sale of goods.

2. Right of Withdrawal — 14-Day Return

A Consumer Buyer (a natural person purchasing for non-commercial purposes) has the right to withdraw from a distance purchase contract without giving any reason within 14 calendar days from the day on which the Consumer or a designated third party (other than the carrier) takes physical possession of the Goods.

This right of withdrawal is provided in accordance with Section 12 of the Consumer Rights Protection Law of the Republic of Latvia and Article 9 of Directive 2011/83/EU. It applies exclusively to Consumer Buyers. Legal entity buyers (companies, businesses) do not have the statutory right of withdrawal and may only return Goods in accordance with the provisions agreed individually or as set out in Section 6 (Non-Conforming Goods) and the Warranty Terms.

If an order contains multiple items delivered separately, the 14-day period begins on the day the last item is received. For orders of multiple quantities of the same item, the 14-day period begins on the day the last unit is received.

3. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the Consumer must notify the Seller of the decision to withdraw from the Contract before the end of the 14-calendar-day period. Notification must be an unambiguous statement and can be submitted by:

The notification must include: full name, order number, the item(s) being returned, and the date of receipt of the Goods. The Consumer may use the standard withdrawal form provided in Annex 1 of Cabinet Regulation No. 207 of the Republic of Latvia, or any other clear written statement.

The Seller will send a confirmation of receipt of the withdrawal notice to the Consumer's e-mail address without delay and will provide return instructions within 2 business days.

4. Return of Goods

Following notification of withdrawal, the Consumer must return the Goods to the Seller without undue delay and in any event within 14 calendar days from the date of the withdrawal notification. The deadline is met if the Goods are handed to the carrier or dispatched before the expiry of this period.

Goods must be returned in the following condition:

  • In their original or equivalent protective packaging, sufficient to prevent damage in transit;
  • Complete with all original accessories, components, documentation, and any bundled items received with the order;
  • With a copy of the purchase confirmation (order confirmation e-mail or invoice) and the Consumer's contact details;
  • Without missing or damaged labels, serial number stickers, or IMEI marks.

In accordance with Section 12(6) of the Consumer Rights Protection Law of the Republic of Latvia, the Consumer is responsible for maintaining the quality and safety of the Goods during the withdrawal period. 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. The Seller may deduct a proportionate amount from the refund to compensate for such diminished value.

The cost of return shipping is borne by the Consumer, unless the Seller has expressly agreed to bear it or has failed to inform the Consumer of this obligation in advance.

5. Refund Upon Withdrawal

Upon receipt and inspection of the returned Goods, the Seller will refund all payments received from the Consumer for the returned Goods, including the standard delivery charge (but not any additional cost arising from the Consumer's choice of a premium or non-standard delivery method), within 14 calendar days from the day the Seller receives the returned Goods.

The Seller may withhold the refund until the returned Goods are received or until the Consumer provides evidence that the Goods have been dispatched, whichever occurs earlier.

Refunds are issued via the same payment method used for the original transaction, unless the Consumer has expressly agreed to an alternative. The Seller will not impose any fees or charges in connection with the refund.

6. Exceptions — Goods That Cannot Be Returned Under the Right of Withdrawal

The right of withdrawal does not apply to the following categories of Goods, in accordance with Article 16 of Directive 2011/83/EU and Section 12(8) of the Consumer Rights Protection Law of Latvia:

  • Goods made to the Consumer's specifications or clearly personalised;
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery (e.g. headphones with in-ear tips, personal care devices);
  • Sealed audio or video recordings or sealed computer software that have been unsealed after delivery;
  • Goods that are, after delivery, inseparably mixed with other items by their nature;
  • Newspapers, periodicals or magazines.

7. Returns Due to Non-Conformity or Defect

If the Goods delivered are defective, non-conforming with the Contract, or damaged during shipping, the Buyer (both Consumer and Legal Entity) is entitled to remedies under the Warranty Terms, which are published separately on the Store. In such cases, the Buyer should contact the Seller at [email protected] or +371 25 777 298 before returning any Goods. The return of Goods for warranty assessment must follow the procedure described in the Warranty Terms. In confirmed warranty cases, the cost of return shipping is borne by the Seller.

8. Return Address and Contact

All returns must be authorised by the Seller prior to dispatch. The Seller will provide the appropriate return address upon confirmation of the withdrawal or warranty claim. Do not send Goods to the registered legal address without prior written confirmation from the Seller.

For all return enquiries, contact us:

9. Dispute Resolution

If a dispute regarding a return or refund cannot be resolved directly, Consumer Buyers may contact:

  • Consumer Rights Protection Centre (PTAC) — Brīvības iela 55, Riga, LV-1010 | www.ptac.gov.lv
  • EU Online Dispute Resolution Platform — https://ec.europa.eu/consumers/odr

This Return Policy does not restrict any rights that cannot be excluded or limited under mandatory consumer protection legislation.

Cnergy SIA | Reg. No. 40103709466 | VAT No. LV40103709466 | Riga, Latvia | Trading as Addmeon | [email protected] | +371 25 777 298