Right of withdrawal

Right of Withdrawal SIA “vvwood” RIGHT OF WITHDRAWAL For the online store www.saunaroom.eu Effective from 13 June 2026 This document sets out the procedure for exercising the consumer’s right of withdrawal when purchasing products from the online store www.saunaroom.eu. 1. Right to Withdraw from the Contract A consumer has the right to withdraw from a distance contract within 14 days without providing any reason. The withdrawal period expires 14 days after the day on which the consumer, or a third party indicated by the consumer other than the carrier, acquires physical possession of the product. Where several products ordered in one order are delivered separately, the withdrawal period begins on the day on which the consumer, or a third party indicated by the consumer, receives the final product. 2. Exercising the Right of Withdrawal To exercise the right of withdrawal, the consumer must send SIA “vvwood” a clear statement of the decision to withdraw from the contract before the withdrawal period expires. The notification may be sent by email to: info@saunaroom.eu The notification should preferably include: the consumer’s full name; the order number; the name of the product; the date on which the order was received; the consumer’s contact details; a clear statement confirming the decision to withdraw from the contract. The consumer may use the model withdrawal form provided below, but use of the form is not mandatory. The right of withdrawal is exercised within the applicable period where the consumer sends the withdrawal notification before the end of the 14-day period. 3. Returning the Product After sending the withdrawal notification, the consumer must return or hand over the product to SIA “vvwood” without undue delay and no later than 14 days after notifying SIA “vvwood” of the withdrawal. Return address: Helēnas iela 33–3 Alūksne, LV-4301 Latvia Before sending the product, the consumer must contact SIA “vvwood” at info@saunaroom.eu to agree on the appropriate return method. The product must be securely packaged to prevent damage during transportation. Products must not be sent using cash on delivery or a similar payment-on-receipt service without prior written agreement from SIA “vvwood”. The return of oversized, heavy, or fragile products, including juniper panels and other sauna interior elements, may require an individually arranged transportation solution. 4. Refund Procedure SIA “vvwood” will refund all payments received from the consumer, including standard delivery costs where such costs were charged, without undue delay and no later than 14 days after receiving the consumer’s withdrawal notification. Where the consumer selected a delivery method that was more expensive than the standard delivery method offered by SIA “vvwood”, SIA “vvwood” is not required to refund the additional delivery costs. SIA “vvwood” may withhold the refund until: the returned product has been received; or the consumer has provided evidence that the product has been sent back, whichever occurs first. The refund will be made using the same payment method used by the consumer for the original transaction unless the parties have expressly agreed otherwise. The consumer will not be charged any additional fee for the refund. 5. Return Costs The consumer bears the direct cost of returning the product unless SIA “vvwood” has agreed in writing to cover those costs or the online store states otherwise. The cost of returning oversized, heavy, or fragile products may depend on: the dimensions of the product; the weight of the product; the type of packaging required; the location of the product; the selected carrier; the transportation solution required. Before returning an oversized product, the consumer must contact SIA “vvwood” at info@saunaroom.eu to agree on the most appropriate return solution. 6. Reduction in the Value of the Product The consumer may inspect the product only to the extent that would normally be permitted in a physical retail store in order to establish the product’s nature, characteristics, and functionality. The consumer is responsible for any reduction in the value of the product resulting from handling or use beyond what is necessary to establish its nature, characteristics, and functionality. A reduction in value may arise, for example, where: the product has been installed or used beyond what was necessary for inspection; the product shows signs of use, installation, or mechanical damage; the product has been stained, soiled, or otherwise damaged; a part, accessory, or component of the product is missing; the product was inadequately packaged and damaged during return transportation. The absence of the original packaging does not, by itself, remove the consumer’s right of withdrawal. However, the consumer must provide secure and appropriate packaging for the product. 7. Cases Where the Right of Withdrawal Does Not Apply The right of withdrawal does not apply in the circumstances established by applicable law, including where the product: has been manufactured according to the consumer’s individual instructions; has been manufactured according to dimensions, drawings, or sketches provided by the consumer; is clearly personalised; has been manufactured in a special colour, finish, shape, or configuration; includes an individual engraving, inscription, logo, or other personalisation; has been manufactured for a specific sauna, spa, interior, or other individual project; has been adapted to a particular room, structure, or installation location; has been manufactured using materials specifically selected or combined for the customer. This may apply, for example, to custom-sized juniper panels, sauna interior elements, ventilation diffusers, sauna lamp shades, wall decorations, and other made-to-order products. The restriction on the right of withdrawal does not apply where the custom-made or personalised product is damaged, does not correspond to the order, or does not comply with the agreed contractual terms. 8. Damaged or Non-Conforming Products Exercising the right of withdrawal does not limit the consumer’s right to submit a claim regarding a damaged or non-conforming product. Where the consumer receives a damaged, incorrectly delivered, or non-conforming product, the consumer should notify SIA “vvwood” as soon as possible by emailing: info@saunaroom.eu The notification should include the order number, a description of the issue, contact details, and, where possible, photographs of the product and its packaging. SIA “vvwood” will review the submitted information and offer a solution in accordance with applicable law. 9. Model Withdrawal Form To: SIA “vvwood” Helēnas iela 33–3 Alūksne, LV-4301 Latvia Email: info@saunaroom.eu I hereby give notice that I wish to withdraw from the distance contract concerning the purchase of the following product: Product name: __________________________________ Order number: __________________________________ Order date: _____________________________________ Date the product was received: ___________________ Consumer’s full name: ___________________________ Consumer’s address: _____________________________ Consumer’s email address or telephone number: _____ Date: __________________________________________ Consumer’s signature: ___________________________ Only where this form is submitted in paper format. 10. Contact Information For questions concerning the exercise of the right of withdrawal, please contact: SIA “vvwood” Email: info@saunaroom.eu Online store: www.saunaroom.eu