RETURNS AND REFUNDS
REFUND & RETURN POLICY
1. General Information
This Refund & Return Policy applies to purchases made on mattilde.lv, operated by Orheja, Ltd (hereinafter – the Seller).
Nothing in this Policy limits any mandatory consumer rights provided by applicable law.
2. Right of Withdrawal – EU Consumers
If you are a consumer in the European Union, you have the right to withdraw from a distance contract within 14 days without giving any reason, except in cases where the right of withdrawal is excluded by law.
The withdrawal period expires 14 days from the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.
To exercise the right of withdrawal, please notify us of your decision by sending an unequivocal statement to:
You may use our Withdrawal Form to notify us of your withdrawal. Use of this form is optional.
Please include your order number and sufficient information to identify your order.
After notifying us of your withdrawal, the goods must be sent back without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
3. Condition of Returned Items
You may inspect and try on an item only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same way as would normally be possible in a physical store.
The customer is responsible for any diminished value of the goods resulting from handling beyond what is necessary for this purpose.
A reduction in the refund may apply if an item has been worn beyond reasonable fitting, washed, altered, stretched, stained, damaged or returned with odours, make-up, pet hair or other signs of use that reduce its value.
Where reasonably possible, returned items should be sent back with their original labels, accessories and packaging.
4. Return Shipping Costs
The customer bears the direct cost of returning goods when exercising the right of withdrawal.
We recommend using a tracked return service and retaining proof of shipment.
The customer is responsible for ensuring that the returned item is appropriately packaged for transport.
If an item is returned because an incorrect item was supplied, it is defective or it does not conform to the contract, return costs will be handled in accordance with applicable mandatory consumer protection law.
5. Refunds
When the right of withdrawal has been validly exercised, refunds will be processed without undue delay and no later than 14 days from the date 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 provided evidence that the goods have been sent back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction unless otherwise expressly agreed.
Where applicable, the refund includes the cost of the least expensive standard delivery method offered for the original order.
If you selected a more expensive delivery method, including express or courier delivery, any additional delivery cost exceeding the cost of the least expensive standard delivery method will not be refunded.
If the returned item has diminished in value as a result of handling beyond what is reasonably necessary to inspect and try it on, the corresponding reduction in value may be deducted from the refund.
6. Exchanges
Exchanges may be offered subject to product availability and are not guaranteed.
Please contact us before returning an item for exchange.
Unless the exchange is required because an incorrect, defective or non-conforming item was supplied, the customer is responsible for the return shipping and the cost of sending the replacement item.
7. Goods Made to Individual Specifications and Other Non-Returnable Items
The right of withdrawal does not apply to goods made to the consumer’s individual specifications or goods that are clearly personalised, in accordance with Paragraph 22.3 of Cabinet Regulation No. 255 of 20 May 2014, “Regulations Regarding Distance Contracts”, and Article 16(c) of Directive 2011/83/EU of the European Parliament and of the Council on consumer rights.
This may include products made according to individually agreed non-standard measurements, customer-requested alterations, individually agreed design features or other specifications created specifically for the customer and outside the standard pre-set product options offered by MATTILDE KNITWEAR.
Such individually specified or clearly personalised products cannot be returned under the 14-day right of withdrawal solely because the customer changes their mind.
This exception does not affect the customer’s statutory rights if an individually made or personalised product is defective or does not conform to the agreed specifications.
Gift cards that have already been fully or partially redeemed are non-refundable, except where otherwise required by mandatory law.
8. Defective, Damaged or Incorrect Items
If you receive an incorrect item or discover that an item is defective or does not conform to the agreed order, please contact us as soon as reasonably possible at:
Please provide your order number and, where appropriate, photographs or other information that helps us assess the issue.
Claims concerning defective or non-conforming goods will be handled in accordance with applicable mandatory consumer protection law.
Where permitted by applicable law and appropriate in the circumstances, repair or replacement may be offered before a price reduction or termination of the contract and refund.
9. Delivery Issues
Delivery times stated on our website or during checkout are estimates unless expressly stated otherwise.
Delivery may be affected by customs procedures, carrier delays, weather conditions or other circumstances beyond our reasonable control.
For deliveries outside the European Union, the customer is responsible for any customs duties, import taxes or other charges imposed by the destination country unless expressly stated otherwise at checkout.
Nothing in this section limits any mandatory rights the customer may have in relation to delivery or receipt of the goods.
10. Contact Information
For questions regarding withdrawals, returns, exchanges or refunds, please contact:
Orheja, Ltd
Registration No. 40003901805
Cēsu Street 33, 2nd floor
Riga, Latvia
Email: mattilde@mattilde.lv