This Return & Refund Policy sets out the rules on statutory withdrawal, returns, refunds and remedies for damaged, incorrect or non-conforming goods purchased through the EVAR online store (the “Website”). “Seller” means EVAR or, where identified before purchase, the third-party trader that enters into the sales contract with the consumer.
This Policy should be read together with EVAR’s Terms and Conditions, Privacy Policy and Shipping & Delivery Policy. Nothing in this Policy limits any mandatory rights available to consumers under applicable Latvian or European Union law.
For purposes of this Policy, "EVAR", "we", "us" and "our" mean Possumus SIA, registration No. 40103613193, registered office at Elizabetes iela 65-2, Rīga, LV-1050, Latvia. Customer service: direktore@beautyschool.lv.
Key consumer rights at a glance :
| Withdrawal notice | Generally 14 days from receipt of the goods, subject to statutory exceptions. |
|---|---|
| Return after notice | Send the goods back without undue delay and no later than 14 days after notifying the Seller of withdrawal. |
| Withdrawal refund | Without undue delay and generally within 14 days after the Seller receives the withdrawal notice, subject to the lawful right to withhold the refund until the goods or evidence of return are received. |
| Non-conforming goods | A consumer may make a statutory conformity claim within 2 years from delivery and should submit the claim within 2 months after discovering the lack of conformity. |
Where a product is supplied with a hygiene or protective seal and opening that seal makes the product unsuitable for return for health or hygiene reasons, the statutory right of withdrawal will no longer apply.
1. Statutory right of withdrawal for distance purchases
Subject to the statutory exceptions described in sections 6 and 7, a consumer may withdraw from an eligible distance sales contract without giving a reason within the applicable 14-day withdrawal period.
The consumer does not need to prove that a product is defective in order to use the statutory right of withdrawal. Withdrawal for a change of mind is legally distinct from a claim concerning damaged, incorrect or non-conforming goods, which is dealt with in sections 10 and 11.
2. When the 14-day withdrawal period starts
For goods, the withdrawal period is calculated according to the manner in which the order is delivered:
- A single item or a group of goods delivered together: from the day the consumer, or a third party designated by the consumer other than the carrier, obtains physical possession of the goods.
- Several goods ordered in one order but delivered separately: from the day the last item is received.
- Goods delivered in several lots or pieces: from the day the last lot or piece is received.
- A contract for regular delivery of goods during a defined period: from the day the first item is received.
In practice, the 14 day period begins to run on the following calendar day. A notice is timely if it is sent before the withdrawal period expires.
3. How to exercise the right of withdrawal
To withdraw, the consumer must inform the applicable Seller of the decision to withdraw by an unequivocal statement before the deadline. The consumer may use the model withdrawal form in Annex 1, but use of that form is not mandatory.
Where EVAR is the Seller, withdrawal notices may be sent to direktore@beautyschool.lv or to another return/withdrawal channel expressly made available by EVAR. The notice should preferably include the order number, consumer name and sufficient information to identify the goods concerned. These details help EVAR process the withdrawal but do not replace the legal requirement of an unequivocal withdrawal statement.
The Website provides an electronic withdrawal function and if the consumer uses it, EVAR will acknowledge receipt on a durable medium, such as email, where required by law. The consumer should keep evidence showing that the withdrawal notice was sent within the applicable period.
Merely refusing delivery, failing to collect a parcel, or sending goods back without an unequivocal withdrawal statement may not by itself constitute a valid exercise of the statutory right of withdrawal. Consumers who intend to withdraw shall send a clear notice.
4. Returning goods after withdrawal
After notifying the Seller of withdrawal, the consumer must return or hand over the goods without undue delay and, in any event, no later than 14 days after sending the withdrawal notice, unless the Seller has offered to collect the goods.
Because EVAR uses multiple fulfilment models, the correct return address may differ from the address on the parcel, the brand's address, the original dispatch address or EVAR's registered office. The consumer must follow the return instructions supplied by EVAR or the applicable Seller and should not send a return directly to a brand, warehouse, parcel sender or other address unless instructed to do so.
EVAR will provide return-routing instructions appropriate to the product and Seller. A return authorization number or operational return instruction may be used to identify and route the parcel, but an administrative authorization requirement will not be applied so as to invalidate a withdrawal notice that was otherwise validly and timely made.
Consumers should package returned goods with reasonable care and include the items, accessories and components received with them. The consumer should retain proof of posting or other evidence of return until the refund is completed.
5. Inspection, handling and diminished value
During the withdrawal period, a consumer may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to what would ordinarily be possible in a physical shop.
If the consumer handles or uses goods beyond what is necessary for that purpose, the Seller may hold the consumer responsible for any resulting diminished value to the extent permitted by law. Any deduction must reflect the actual loss in value and may not be used as a disguised restocking fee or penalty.
Original retail packaging is not, by itself, an absolute condition for exercising the statutory right of withdrawal. However, packaging, labels, protective components, instructions and accessories may affect the product's value and should be returned where reasonably possible. This paragraph does not override the specific statutory exception for certain sealed goods described in section 6.
6. Health and hygiene exception
Under Sub-paragraph 22.5 of Cabinet Regulation No. 255 “Regulations Regarding Distance Contracts”, the statutory right of withdrawal does not apply where the consumer has unsealed the packaging of goods that are not suitable for return due to health protection or hygiene reasons. Certain sealed cosmetic and personal care products may fall within this exception where the legal conditions are met. Where a product is supplied with a hygiene or protective seal and opening that seal makes the product unsuitable for return for health or hygiene reasons, the statutory right of withdrawal will no longer apply. The fact that a product is a cosmetic or personal-care product does not by itself exclude the statutory right of withdrawal.
7. Other statutory exceptions to withdrawal
In addition to the health and hygiene exception, the statutory right of withdrawal may not apply in other cases provided by law. For EVAR's product range examples include:
- Goods made to the consumer's specifications or clearly personalized.
- Goods which are liable to deteriorate or expire rapidly.
- Goods which, after delivery and because of their nature, become inseparably mixed with other items.
Any exception will be interpreted narrowly and applied only where the legal conditions are met. A product being discounted, part of a promotion, marked "sale", or fulfilled by a brand does not by itself remove statutory withdrawal rights.
8. Cost of returning goods
For a change of mind withdrawal, the consumer bears the direct cost of returning the goods unless EVAR or the applicable Seller has expressly agreed to bear that cost or has failed to provide the legally required information.
Where the nature of a product means that it cannot normally be returned by post, any legally required information concerning the direct return cost or a reasonable estimate of that cost will be provided before the consumer is bound by the order.
The consumer is not responsible for necessary return costs arising from a valid statutory claim that goods are damaged, incorrect or otherwise not in conformity with the sales contract. Those cases are addressed in sections 10 and 11.
9. Refund amount, method and timing after withdrawal
Where a consumer validly withdraws from the entire contract, the Seller will reimburse all payments received in respect of that purchase, including the cost of the least expensive standard delivery method offered for the order, without undue delay and in any event no later than 14 days after being informed of the consumer’s decision to withdraw. Refunds will ordinarily be issued to the original payment method and may be processed within 5–10 business days, subject to the Seller’s statutory right to withhold reimbursement where applicable.
If the consumer expressly selected a more expensive delivery method than the least expensive standard delivery method offered, the Seller is not required to reimburse the additional delivery premium.
For contracts for the sale of goods, the Seller may withhold the refund until the goods have been received back or the consumer supplies evidence that the goods have been sent back, whichever occurs first, unless the Seller offered to collect the goods.
Refunds will be made using the same means of payment used for the original transaction unless the consumer expressly agrees to another method. The consumer will not be charged a fee for receiving the statutory refund.
Where the consumer lawfully withdraws only in respect of some eligible goods from a multi-item order, or EVAR otherwise accepts a partial return, the price of those goods will be refunded. Any adjustment of the original outbound delivery charge will be made to the extent required by applicable law and will depend on whether that charge would have been incurred for the retained goods in any event.
10. Damaged, incorrect, missing or non-conforming goods
If a product is missing from the order, arrives damaged or defective, is incorrect, or otherwise does not conform to the sales contract, the consumer should contact EVAR or the applicable Seller as soon as reasonably possible. The Seller will assess the issue and provide the remedy required under applicable consumer law.
The Seller is responsible for a lack of conformity that existed at the time of delivery and becomes apparent within the statutory 2 year period. Depending on the circumstances, the consumer may request rectification of the non-conformity or replacement free of charge. Where this is impossible, disproportionate, unsuccessful, or where the conditions prescribed by law are otherwise met, the consumer may be entitled to an appropriate price reduction or termination of the contract and a refund.
Where an item is missing from an otherwise delivered order, the Seller will investigate the matter and, where the claim is valid, provide the missing item or another remedy required by applicable consumer law.
A claim concerning non-conformity must be submitted to the Seller within two months from the day on which the consumer discovered the non-conformity and within the statutory two-year period from delivery, in accordance with Section 27 of the Latvian Consumer Rights Protection Law.
Where EVAR is the Seller, claims should be submitted directly to EVAR. Any necessary return or other costs arising from a valid non-conformity claim will be borne by the Seller as required by applicable law.
11. Transit damage, wrong items and evidence
If a parcel arrives visibly damaged, incomplete, opened, tampered with or contains the wrong product, the consumer should notify EVAR or the applicable Seller as soon as reasonably possible. Photographs of the outer packaging, shipping label, contents, batch information and affected product may help investigate the issue and preserve evidence.
A request for reasonable photographs or other evidence is an evidentiary and investigation measure only. A consumer's statutory claim will not be rejected solely because photographs were not taken immediately if the consumer can otherwise establish the lack of conformity, damage or incorrect delivery.
This section is intended to operate consistently with section 9 of EVAR's Shipping & Delivery Policy concerning loss, damage and incorrect delivery.
12. Product safety concerns and suspected tampering
Where a safety concern involves an adverse health effect or suspected product contamination, the consumer should stop using the product and contact EVAR as soon as possible and retain the product, packaging and available batch or lot information where reasonably possible. EVAR or the applicable Seller may request information reasonably necessary to investigate the report and, where required, to comply with product-safety reporting, corrective-action, withdrawal or recall obligations under applicable law.
Product-safety concerns may be investigated and escalated immediately and separately from the ordinary consumer complaint procedure described in Section 14
Safety related reports may be handled under applicable product-safety, market-surveillance or sector-specific rules in addition to the contractual remedies described in this Policy.
13. Cross-border returns and different return locations
EVAR serves consumers across the European Union and may use fulfilment locations in different countries. The country from which a product was dispatched does not, by itself, determine the identity of the Seller or reduce the consumer's rights.
A return may need to be routed to Latvia, to another EU Member State, or to another return location associated with the applicable Seller or fulfilment arrangement. EVAR or the applicable Seller will provide the correct return address and reasonable routing instructions. Consumers should not assume that the sender address printed on the parcel is an authorized return address. If a return route outside the EU would involve customs formalities or materially different direct return costs, those matters will be handled and disclosed as required by applicable law and will not be shifted to the consumer contrary to mandatory consumer rights.
Where EVAR is the Seller, the use of a foreign brand or fulfilment location remains EVAR's operational arrangement. The consumer will not be required to pursue the brand or carrier directly in order to exercise mandatory rights against EVAR.
14. Customer service, complaints and dispute resolution
Questions or claims concerning withdrawals, returns, refunds, damaged goods, incorrect goods or non-conformity may be sent to direktore@beautyschool.lv. Customers should include the order number and a clear description of the request or issue, together with supporting information where reasonably available.
Consumers should first contact the applicable Seller so that the complaint or dispute can be addressed through negotiation. Where a written consumer complaint remains unresolved, the Seller will provide a written response within 15 working days of receipt in accordance with the Latvian Consumer Rights Protection Law. If objective reasons prevent a response within that period, the consumer will be informed of the reason and the reasonable additional period required.
If a dispute cannot be resolved directly, the consumer may seek assistance from the Latvian Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs - PTAC) or use an applicable competent out-of-court dispute resolution mechanism. Cross-border consumers may also use the consumer-protection and dispute-resolution mechanisms available under applicable EU and national law.
15. Changes to this Policy and final provisions
EVAR may update this Policy to reflect changes in law, return logistics, fulfilment arrangements, payment systems or operational practices. Unless mandatory law requires otherwise, an updated version applies to orders placed after the updated Policy takes effect. Orders already placed remain subject to the version and mandatory law applicable to them.
Last updated: 1. September 2026
Annex 1 - Withdrawal Form
You can also submit this notice electronically using our online withdrawal form — using either version is equally valid.
Complete and return this form only if you wish to withdraw from the contract. You may instead send any other unequivocal statement that clearly communicates your decision to withdraw.
| Recipient / Seller | Possumus SIA (EVAR) |
|---|---|
| Address | Elizabetes iela 65-2, Rīga, LV-1050, Latvia |
| direktore@beautyschool.lv |
I/We hereby give notice that I/we wish to withdraw from the contract of sale concerning the following goods:
Goods / product(s) and total price:
________________________________________________________________________________
________________________________________________________________________________
Order number (if available)
________________________________________________________________________________
| Ordered on: | Received on: |
|---|---|
| ____________________ | ____________________ |
Consumer name(s) and surname(s):
________________________________________________________________________________
Consumer address:
________________________________________________________________________________
| Date: | Signature of consumer(s): |
|---|---|
| ______________________________ | ______________________________ |
(Signature is required only where this form is submitted on paper.)
To help us identify and process your order, please attach a copy of the order confirmation or other proof of purchase. Use of this form is optional. The consumer may instead exercise the right of withdrawal by any other unequivocal statement communicated within the applicable withdrawal period.
If the relevant product was sold by a Seller other than EVAR, the withdrawal notice should be addressed to the Seller identified on the product page, at checkout or in the order confirmation. Please contact EVAR customer service if assistance is required with the applicable return procedure.