Return Policy

Last updated: 01.08.2026

This page holds the complete rules on returns, refunds and faulty goods for orders placed with Strofix SIA, registration number 40203493899, Brūkleņu iela 56, Rīga, LV-1058, Latvia. You can reach us at info@strofix.com or +371 29231152. Where returns are mentioned elsewhere on this site, that text is only a summary of this page.

Three separate sets of rules can apply to you. Two of them are rights you have under law, which we cannot shorten or add conditions to. The third is a voluntary offer we make on top of them.

1. Your statutory right of withdrawal (14 days)

If you are a consumer – a private individual buying outside your trade, business, craft or profession – you may withdraw from your order within 14 days, without giving any reason and without any penalty. This right comes from EU distance-selling law and, in Latvia, from the Consumer Rights Protection Law and Cabinet Regulation No. 255 on distance contracts. You do not need our agreement to use it.

When the 14 days start. They run from the day on which you, or a third party you name who is not the carrier, take physical possession of the goods. If your order arrives in several shipments, or in several lots or pieces, the period runs from the day you take possession of the last item, lot or piece.

You may unpack and inspect. You are entitled to open the packaging and to handle and examine the goods as you could in a shop. Unpacking a fitting, checking the finish or offering a bracket up to see how it sits does not cost you this right. The only consequence of going further than that is set out under Deductions in section 3.

How to tell us. Send us a clear statement that you are withdrawing, before the 14 days end. You can:

• fill in the model withdrawal form in section 2 and send it to us;
• email info@strofix.com; or
• write to Strofix SIA, Robežnieku iela 10, Mārupe, LV-2167, Latvia.

Any other unambiguous statement of your decision also counts. Quoting your order number helps us process it faster, but it is not a condition. The deadline is met if you send your statement before the 14 days expire, even if it reaches us afterwards. Please keep a copy: if there is ever a dispute, it is for you to show that you withdrew in time.

Sending the goods back. Send the goods back, or hand them over to us, within 14 days of the day you tell us you are withdrawing. Contact us first so we can confirm where to send your item and, for oversized items, book the collection for you under section 4. Keep your proof of postage or your consignment note.

2. Model withdrawal form

You do not have to use this form, but you may. Copy the text below, fill it in and send it to us by email or by post.

• To Strofix SIA, Robežnieku iela 10, Mārupe, LV-2167, Latvia, info@strofix.com:
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
• Ordered on (*)/received on (*),
• Name of consumer(s),
• Address of consumer(s),
• Signature of consumer(s) (only if this form is notified on paper),
• Date

(*) Delete as appropriate.

3. Refunds when you withdraw

What we refund. The price of the goods plus the delivery charge you paid to receive them. If you chose a delivery option that costs more than our least expensive standard option, we refund the standard amount and not the extra.

When. Within 14 days of the day we are informed of your decision to withdraw. This deadline runs from your notice, not from any approval, inspection or confirmation on our side.

How. Using the same means of payment you used for the order, unless you expressly agree to something else. You are never charged a fee for the refund.

When we may wait. We may withhold the refund until we have received the goods back, or until you have supplied evidence that you have sent them back, whichever is the earlier. This does not apply where we have offered to collect the goods ourselves.

Deductions. We may reduce a refund only by the loss of value caused by handling the goods beyond what was necessary to establish their nature, characteristics and functioning. Inspection and trial fitting of the kind you could carry out in a shop never reduces your refund. If we do make a deduction, we will tell you in writing what it is for and how we calculated it. For orders placed before 01.08.2026 we make no deduction at all – see section 10.

4. Who pays return shipping

• Fittings, components and other parcel-sized goods: you arrange the return and pay the direct cost of sending them back. You may use any carrier you like; there is no requirement to return goods by post.
• Glass canopies, long railing sections and other pallet or freight goods: these cannot normally be returned by post, so we book the transport and charge it to you. The return cost will not exceed the delivery charge you paid for that order, which is stated in the quotation we send you before you order. Contact us and we will arrange the collection and tell you the amount before it is booked.
• Goods that are faulty, damaged on arrival or not what you ordered: we pay the return cost in every case. That situation is covered by section 7, not by withdrawal.

5. When the withdrawal right does not apply

The 14-day withdrawal right does not apply to goods made to your specifications or clearly personalised. In our catalogue that means goods manufactured, cut or configured to dimensions or a specification you supply – glass cut to your opening, tube or handrail cut to your length, a canopy built to your measurements.

It does not mean:

• standard catalogue items that we do not keep in stock and order in for you – those are fully withdrawable;
• a standard item you simply picked from sizes or finishes we already offer;
• your rights if the goods turn out to be faulty. The two-year legal guarantee in section 7 applies to made-to-order goods in exactly the same way as to stock goods.

If you are not sure whether an item counts as made to your specification, ask us before you order and we will confirm it in writing.

6. Our voluntary 30-day return policy

On top of the rights above, we offer a voluntary 30-day return. This is an extra. It does not limit or replace your 14-day right of withdrawal or your two-year rights for faulty goods. Where both could apply, you may use whichever suits you better; within the first 14 days the statutory route in section 1 is always open to you, and if a request is unclear we will treat it in the way that is better for you.

The conditions of the voluntary policy are:

• the goods are new and unused, in their original, undamaged packaging;
• you tell us within 30 days of delivery;
• the goods were not manufactured, cut or configured to your specification;
• you arrange and pay the return shipping.

Under this voluntary policy we refund the price of the goods. The outbound delivery charge is not refunded – unlike a statutory withdrawal under section 1, where it is. Please email info@strofix.com before sending anything back, so we can confirm the address.

7. Faulty goods: the two-year legal guarantee

Separately from any return, we are liable to consumers if the goods do not conform to the contract – if they are faulty, do not match their description, or lack qualities you could reasonably expect. You may bring a claim within two years of delivery. Under Latvian law you should tell us within two months of the day you discover the problem.

If a fault appears within the first year after delivery, it is presumed to have existed at delivery, unless we show otherwise or the presumption is incompatible with the nature of the goods or of the fault. You do not have to prove what caused the fault.

The remedies follow a sequence:

1. first, repair or replacement. You choose between them, unless the option you choose is impossible or would cost us disproportionately more than the other;
2. then, if repair or replacement is impossible, is not carried out within a reasonable time, cannot be carried out without significant inconvenience to you, or the same fault reappears, a price reduction or termination of the contract with a refund.

Remedies are free of charge. We do not charge you for carriage, labour or materials, and we pay the cost of returning faulty goods to us.

To make a claim, email info@strofix.com or write to the address in section 11, with your order number, a description of the problem and photographs where they help. We will reply in writing within 15 working days.

Where a manufacturer supplies a commercial guarantee with a product, its terms come with that product and are additional to the rights described here. A commercial guarantee never replaces or reduces your statutory rights.

8. Complaints and disputes

Please contact us first: info@strofix.com, +371 29231152, or Strofix SIA, Robežnieku iela 10, Mārupe, LV-2167, Latvia. Tell us your order number, what went wrong and what you would like us to do. We answer complaints in writing, and claims about goods within 15 working days.

If we cannot reach agreement, a consumer may take the matter further, free of charge:

• Patērētāju tiesību aizsardzības centrs (Consumer Rights Protection Centre, PTAC), Brīvības iela 55, Rīga, LV-1010, Latvia – ptac@ptac.gov.lv, www.ptac.gov.lv.
• The Consumer Dispute Resolution Commission (Patērētāju strīdu risināšanas komisija), which operates under PTAC and can decide consumer disputes out of court once you have first tried to settle the matter with us.

The European Commission's online dispute resolution (ODR) platform was discontinued in July 2025 and can no longer be used. Please use the route above instead.

Nothing on this page prevents you from going to court.

9. Business customers

Sections 1 to 5 and section 7 set out rights that belong to consumers, meaning natural persons acting outside their trade, business, craft or profession. They do not apply to purchases made by a company, a sole trader or any other business, or to purchases you make in the course of your work.

For business customers:

• there is no 14-day right of withdrawal and the model withdrawal form does not apply;
• the voluntary 30-day return in section 6 does apply, on the conditions stated there;
• claims about faulty or non-conforming goods are handled under general Latvian law and the terms agreed for your order. Contact us and we will deal with it.

If you give a company name and registration number when ordering, we treat the order as a business purchase. If you believe an order has been treated the wrong way, tell us and we will correct it.

10. Orders placed before 01.08.2026

Until 01.08.2026 this page did not describe the statutory right of withdrawal. Where a trader fails to give that information, the law extends the period. For any order placed before 01.08.2026, your right of withdrawal runs for 12 months and 14 days from the day you received the goods. Publishing this page does not shorten that period for orders already placed. Contact info@strofix.com and we will:

• apply the extended period;
• refund the outbound delivery charge as set out in section 3;
• make no deduction from your refund, whatever the condition of the packaging;
• pay the cost of returning the goods to us – write to us first and we will arrange the collection or reimburse your postage.

11. Our details and return address

Related pages

• Delivery – shipping methods, delivery times and payment
• Legal Notice – company details and website terms
• Privacy Policy – how we handle personal data