Shipping & Returns

1. INTRODUCTION

This Shipping and Returns Policy explains how SIA “RAUDA”, operating Edge Print HD at https://edgeprinthd.com/, handles the shipping of products and processes returns. This Policy applies to all orders placed through our website and forms part of our Terms & Conditions. We are committed to providing reliable delivery services and fair return procedures in compliance with EU consumer protection laws.

2. ORDER PROCESSING

All orders are processed and dispatched within 1-2 business days after payment confirmation. Once your order has been processed, you will receive an order confirmation email containing your order details and tracking information. Business days exclude weekends and public holidays observed in Latvia.

We reserve the right to verify order information before processing, which may occasionally result in additional processing time. If any issues arise with your order, our customer service team will contact you promptly using the contact information provided during checkout.

3. SHIPPING METHODS AND DELIVERY TIMES

3.1 Baltic States (Latvia, Estonia, Lithuania)

For customers in the Baltic states, we offer flexible delivery options to meet your needs. You can choose between parcel locker delivery for convenient pickup at your preferred location, or courier delivery for direct delivery to your specified address. The estimated delivery time for Baltic states is 2-4 business days after dispatch.

3.2 Other European Union Countries

For all other EU countries, we provide courier delivery services with direct delivery to your address. The estimated delivery time for EU countries outside the Baltic states is 5-10 business days after dispatch. Please note that delivery to remote areas may require additional time.

3.3 Delivery Partners

We work exclusively with trusted delivery service providers to ensure your orders arrive safely and on time. Our delivery partners include DPD, Omniva, Venipak, and Unisend. The specific carrier used for your order will depend on your location and the delivery method selected.

4. SHIPPING INFORMATION

4.1 Tracking Your Order

Once your order has been dispatched, you will receive a tracking number via email. This allows you to monitor your package’s journey from our warehouse to your delivery address. Tracking information is typically available within 24 hours of dispatch.

4.2 Delivery Attempts

If you are not available to receive your delivery, the courier will typically make up to two additional delivery attempts. After unsuccessful delivery attempts, packages may be held at a local depot or returned to us. Please ensure your contact information is accurate to facilitate smooth delivery.

4.3 Important Shipping Notes

Delivery times provided are estimates based on normal circumstances and may vary during peak seasons, public holidays, or due to unforeseen events. International shipments may be subject to customs processing, which can affect delivery times. You are responsible for ensuring that your shipping address is complete, accurate, and accessible to delivery services.

5. RETURNS POLICY

5.1 Your Right to Return

In accordance with EU consumer protection laws, specifically Directive 2011/83/EU, you have the right to withdraw from your purchase within 14 days without giving any reason. This withdrawal period begins from the day you or a third party indicated by you (other than the carrier) acquires physical possession of the goods.

5.2 Return Eligibility

To be eligible for a return, items must be unused and in the same condition as received, in their original packaging with all tags, labels, and accessories included, and accompanied by proof of purchase such as an order confirmation or receipt. We reserve the right to refuse returns that do not meet these conditions.

5.3 Items That Cannot Be Returned

Certain items are exempt from returns for health, hygiene, or other reasons. These include personalized or custom-made products, sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, and digital products or services that have been accessed or downloaded.

6. RETURN PROCESS

6.1 How to Initiate a Return

To exercise your right of withdrawal, you must inform us of your decision by contacting our customer service team at sales@edgeprinthd.com within 14 days of receiving your order. Please include your order number, the items you wish to return, and the reason for return. We will provide you with detailed return instructions and the return address.

6.2 Returning Your Items

After receiving return authorization, securely pack the items in their original packaging or equivalent protective packaging. Include all original accessories, documentation, and free gifts that came with your order. Use a trackable shipping method and retain proof of postage. Ship the items to the return address provided in our return instructions.

6.3 Return Shipping Costs

If the return is due to our error, such as receiving a wrong, damaged, or defective item, we will provide a prepaid return label or reimburse reasonable return shipping costs. For returns due to change of mind or other customer-initiated reasons, you are responsible for return shipping costs. Original shipping charges are non-refundable unless the entire order is returned due to our error.

7. REFUNDS

7.1 Refund Processing

Once we receive and inspect your returned items, we will send you an email confirmation acknowledging receipt of your return. If your return is approved, we will process your refund within 14 days of receiving the returned goods, as required by EU law. The refund will be issued to the original payment method used for the purchase.

7.2 Partial Refunds

In certain situations, only partial refunds may be granted. This includes items returned more than 14 days after delivery (where accepted at our discretion), items not in their original condition or with missing parts not due to our error, and items showing signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

7.3 Deductions from Refunds

We may make deductions from refunds if value has been lost due to unnecessary handling of the goods beyond what would be necessary to establish their nature, characteristics, and functioning. This is assessed on a case-by-case basis in accordance with EU consumer law.

8. DAMAGED OR DEFECTIVE ITEMS

8.1 Reporting Issues

If you receive a damaged or defective item, please contact us immediately at sales@edgeprinthd.com with your order number, photographs clearly showing the damage or defect, and a description of the issue. We will respond promptly to resolve the matter.

8.2 Resolution Options

For damaged or defective items, we will offer you the choice of a replacement item (subject to availability), a full refund including original shipping costs, or a partial refund if you wish to keep the item despite the defect. We will also cover all return shipping costs for damaged or defective items.

9. EXCHANGES

For the most efficient service, we recommend returning the unwanted item for a refund and placing a new order for the desired item. This ensures the fastest processing and availability of your preferred products. If you require assistance with an exchange, please contact our customer service team.

10. LEGAL RIGHTS

Nothing in this Policy affects your statutory rights as a consumer under EU and Latvian law. You may have additional rights under the Consumer Rights Directive (2011/83/EU) and related national legislation. These include rights related to faulty goods under the Sale of Consumer Goods Directive (1999/44/EC) as implemented in Latvian law.

11. CONTACT INFORMATION

For questions about shipping or returns, or to initiate a return, please contact us:

Company: SIA “RAUDA” Trading as: Edge Print HD Email: sales@edgeprinthd.com Website: https://edgeprinthd.com/ Business Hours: Monday-Friday, 9:00-17:00 (EET/EEST)

We aim to respond to all inquiries within one business day.

12. CHANGES TO THIS POLICY

We may update this Shipping and Returns Policy from time to time to reflect changes in our practices, legal requirements, or service offerings. Updates will be posted on this page with a revised “Last Updated” date. Continued use of our services after changes indicates acceptance of the updated policy.

13. GOVERNING LAW

This Shipping and Returns Policy is governed by the laws of the Republic of Latvia and applicable EU regulations. Any disputes arising from or related to this Policy shall be subject to the jurisdiction of the Latvian courts, without prejudice to your rights to bring proceedings in your country of residence under EU law.