Refund policy

Last updated: April 28th, 2026

This Refund / Return Policy explains how returns, withdrawals, exchanges and refunds are handled for purchases made from shopvivente.com.

1. Seller Information

SIA CONSTRUCTIONE VIVENTE
Registration No.: 50203317951
VAT No.: LV50203317951
Legal address: Rīga, Krišjāņa Valdemāra iela 33 - 6, LV-1010, Latvia
Email: info@buvprojekti.lv

2. General Return Principle

VIVENTE products are created from natural materials such as stone, wood and other refined materials. Because of this, every object may have unique differences in colour, texture, grain, mineral pattern, surface tone and natural character.

These natural differences are not considered defects and are part of the product’s individual character.

3. 14-Day Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from a distance purchase within 14 days without giving a reason.

The withdrawal period expires after 14 days from the day on which you, or a third party indicated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform us by email:

info@buvprojekti.lv

Your withdrawal request should include:

• Name and surname;

• Order number;

• Product name;

• Date of purchase;

• Date of receipt;

• A clear statement that you wish to withdraw from the purchase.

You may use a free-form statement, as long as it clearly states your decision to withdraw from the purchase.

4. Return Deadline

If you exercise your right of withdrawal, you must return the goods without undue delay and no later than 14 days from the day you informed us about your decision to withdraw.

Returns must be sent to the return address agreed with us by email. Please do not send goods back before contacting us, especially if the item is fragile, heavy, high-value or requires special transport.

5. Condition of Returned Goods

Returned goods must be:

• Unused;

• Undamaged;

• Complete;

• Safely packed;

• Returned with all original accessories, certificates or documents, if applicable.

The customer is responsible for maintaining the quality and safety of the goods during the withdrawal period.

You may inspect the goods only to the extent necessary to determine their nature, characteristics and functioning, similar to how this would be possible in a physical store.

If the goods have been used beyond this extent and their value has decreased, we may deduct the loss in value from the refund.

6. Return Shipping Costs

Unless otherwise agreed or required by law, the customer is responsible for return shipping costs.

For large, heavy, fragile or high-value objects, return shipping may require:

• Reinforced packaging;

• Insured delivery;

• Pallet delivery;

• Freight service;

• Individual courier coordination.

The customer is responsible for ensuring that the returned goods are packed safely and arrive without damage.

If returned goods are damaged because of poor packaging or unsuitable return shipping, we may reduce or refuse the refund, depending on the circumstances and applicable law.

7. Refunds

If the withdrawal is valid and the returned goods meet the return conditions, we will refund the payment received for the returned goods without undue delay and no later than 14 days from the day we receive your withdrawal notice.

However, we may withhold the refund until we have received the goods back or until you provide proof that the goods have been returned.

Refunds are made using the same payment method used for the original transaction, unless otherwise agreed.

Original standard delivery costs may be refunded where required by applicable law. Additional delivery costs chosen by the customer, such as express shipping, special handling, premium courier service or individual freight arrangements, may not be refundable.

8. Products That Cannot Be Returned

The right of withdrawal may not apply to certain products, including:

• Goods made to the customer’s specifications;

• Custom-made products;

• Personalised products;

• Products produced, adjusted or modified specifically for the customer;

• Individually ordered stone slabs, counters or material objects;

• Products where production, cutting, engraving, finishing or custom preparation has started according to the customer’s order;

• Installed products or products that have been used in a way that prevents return in their original condition.

If a product is custom-made, personalised or produced according to your individual requirements, this will be communicated before or during the order process.

9. Made-to-Order and Custom Products

Some VIVENTE products may be made to order or prepared specifically for the customer.

For such products, returns and refunds may be limited once production, material preparation, cutting, finishing, customisation or special ordering has started.

If you are unsure whether a product is standard or custom-made, please contact us before placing an order.

10. Damaged, Defective or Incorrect Goods

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at:

info@buvprojekti.lv

Please include:

• Order number;

• Description of the issue;

• Photos of the product;

• Photos of the packaging;

• Photos of the shipping label;

• Delivery documentation, if available.

Please keep the product and all packaging materials until the issue has been reviewed.

After reviewing the situation, we may offer one of the following solutions, depending on the circumstances and applicable law:

• Repair;

• Replacement;

• Partial refund;

• Return and refund;

• Other mutually agreed solution.

11. Natural Material Variations

Because VIVENTE works with natural stone, wood and other material-based surfaces, the following are generally not considered defects:

• Natural colour variation;

• Differences in grain, veins, mineral patterns or texture;

• Small variations in tone compared to website images;

• Natural knots, pores, marks or structural characteristics of wood or stone;

• Slight differences caused by lighting, photography or screen settings.

These features are part of the uniqueness of natural materials.

12. Exchanges

We may offer exchanges where possible, depending on product availability and condition.

For custom-made, made-to-order or individually prepared products, exchanges may not be possible.

To request an exchange, please contact:

info@buvprojekti.lv

13. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

For ready-made products, cancellation may be possible before the order is dispatched.

For made-to-order or custom products, cancellation may not be possible once production, material ordering, cutting, finishing or custom preparation has started.

If cancellation is accepted and payment has already been made, we will issue a refund using the same payment method, unless otherwise agreed.

14. Refund Processing Time

After we approve a refund, the amount will be returned using the original payment method.

Please note that the time it takes for the refund to appear in your account may depend on your bank, card issuer or payment provider.

15. How to Start a Return

To start a return, please email us at:

info@buvprojekti.lv

Please include your order number and the reason for return.

We will provide further instructions based on the product type, delivery method and return situation.

16. Contact

For all return, refund, withdrawal, exchange or cancellation questions, please contact:

SIA CONSTRUCTIONE VIVENTE
Email: info@buvprojekti.lv