Terms of service

Please read and accept the following terms before making purchases in the DREAME online store.

1. Seller and contact details

1.1. Seller: SIA EVE TRADE, registration number 40203085417, VAT registration number LV40203085417, registered office: Ainavas iela 2A-14, Riga, LV-1084, Latvia.

1.2. Customer Support and Complaints: E-mail: dreame@evetrade.lv, telephone: +371 20766922, correspondence address:Ainavas iela 2A-14, Riga, LV-1084, Latvia. , business hours: 10:00–19:00.

1.3. Product Returns Address: Lidostas parks 4, “Vismaņi”, k-4, Mārupe Parish, Mārupe Municipality, LV-2167, Latvia.

Service Requests: RMA form link.

Right of Withdrawal: A withdrawal request can be submitted via the “Right of Withdrawal” section of the online store: link.

Privacy Policy: link.

2. Scope of the agreement

2.1. The Buyer is a natural or legal person purchasing goods from the online store at https://lv.dreametech.com/, hereinafter the “Online Store”. A Consumer is a natural person purchasing goods for purposes outside their trade, business or profession.

2.2. Consumer protection provisions, including the 14-day right of withdrawal, apply only to Consumers. Other Buyers are subject to the general purchase conditions in these terms, applicable laws and regulations, and the terms of the relevant commercial guarantee. The 14-day right of withdrawal available to Consumers does not apply to legal persons.

2.3. An order must be placed by a person entitled to enter into the relevant transaction; an authorized representative must act on behalf of a legal person. The Buyer must provide accurate contact and delivery information and notify the Seller promptly of any changes.

2.4. These terms apply to goods purchased from the Online Store. They do not restrict the Consumer’s rights under mandatory laws and regulations. Separate return or service instructions may not reduce the protection afforded to the Consumer under this agreement.

3. Product information

3.1. The product description specifies the model, main characteristics, included items, price and availability. Images help the Buyer familiarise themselves with the goods; differences in screen color reproduction do not release the Seller from its obligation to deliver goods that conform to the description and the order.

3.2. For goods with digital elements, essential information is provided before purchase on functionality, compatibility, interoperability, the required application, internet connection and other known technical requirements, as well as any need for separate paid services.

3.3. Where applicable, the product description includes the information required by law on repairability, the availability of spare parts and repair information and, for goods with digital elements, the period during which software updates will be provided.

4. Ordering and conclusion of the agreement

4.1. The Buyer selects the goods and quantities, adds them to the basket, enters the order details, selects an available delivery and payment method, and reads these terms.

4.2. Before submitting a binding order, the Buyer is shown the main characteristics of the selected goods, the total price including taxes, and delivery charges and other applicable costs. The order is submitted using a button labelled “Order with obligation to pay” or an equally unambiguous wording.

4.3. Submission of an order constitutes the Buyer’s offer to enter into an agreement. The agreement is concluded when the Seller emails the Buyer an express confirmation that the order has been accepted for fulfilment. An automated notification merely acknowledging receipt of the order does not constitute such confirmation if it clearly states that the order is still being checked.

4.4. The Seller informs the Buyer without undue delay whether the order has been accepted or of an objective reason why it cannot be accepted. If the goods are found to be unavailable or the price incorrect before the agreement is concluded, the Seller informs the Buyer and may offer an alternative solution, which becomes binding only with the Buyer’s consent.

4.5. The order confirmation specifies the order number, goods, price, and payment and delivery terms. The withdrawal form is available in the document “PRODUCT RETURNS AND WARRANTY SERVICE”, link.

5. Price and payment

5.1. Prices are stated in euros and include applicable taxes. Delivery charges and other mandatory charges are displayed before the order is submitted.

5.2. The Buyer pays using a payment method offered at checkout and within the period specified there. If advance payment is required, the goods are dispatched after payment has been received, subject to the agreed delivery period. The Seller provides an electronic proof of purchase.

5.3. If payment is not received within the specified period, the Seller sends a reminder and grants a reasonable additional period. If payment is still not received within that period, the Seller may terminate the agreement by notifying the Buyer and refunding any payments received for undelivered goods.

5.4. The conditions of promotions and discounts are specified in the relevant offer. Subsequent changes to prices or promotions do not change the price under an agreement already concluded. If a price is personalized on the basis of automated decision-making, the Seller informs the Buyer before purchase.

6. Delivery and receipt of goods

6.1. The delivery area, available delivery and collection methods, their restrictions and costs are specified in the Online Store before the order is submitted. The delivery address or collection point selected by the Buyer and the delivery period are recorded in the order confirmation.

6.2. The goods are delivered within the agreed period. Unless another period has been agreed, the Seller delivers the goods without undue delay and no later than 30 days after conclusion of the agreement. The Seller informs the Buyer in good time of any anticipated delay; such notification does not, in itself, extend the agreed period.

6.3. If the Seller is late in delivering the goods, the Consumer may grant an additional period appropriate to the circumstances. If the goods are not delivered within that additional period, the Consumer may terminate the agreement. No additional period is required if the Seller has refused to deliver the goods or the agreed delivery deadline was essential and the Seller had been informed of this. If the agreement is terminated on this ground, the Seller refunds all payments received under the agreement without undue delay.

6.4. The Buyer must arrange to receive the goods at the specified address or collect them within the period notified by the collection point. If delivery is unsuccessful, the parties agree on the next steps. Any redelivery costs must be agreed in advance; no automatic contractual penalty or withholding of the entire purchase price applies. Failure to collect the goods does not, in itself, constitute an unequivocal notice of withdrawal.

6.5. Upon receipt, the Buyer is advised to check the packaging, model and included items. The Buyer is advised to inform the delivery provider and the Seller immediately of any visible damage, attaching photographs where possible. Failure to record damage at the time of delivery does not deprive the Consumer of their statutory rights.

6.6. The risk of accidental loss or damage passes to the Consumer when the goods have been received by the Consumer or a third party designated by the Consumer, other than the carrier. If the Consumer independently chooses a carrier not offered by the Seller, the transfer of risk is governed by law. Ownership passes upon receipt of the goods and full payment, unless separately agreed otherwise.

7. Use of goods and account security

7.1. The Buyer must use and maintain the goods in accordance with the operating instructions and safety guidance. The Buyer must not engage in activities that compromise the security of the Online Store or other users.

7.2. If the Buyer creates an Online Store account, they must protect their login credentials and notify the Seller of any detected unauthorized access. Technical blocking or deletion of an account does not extinguish obligations under a purchase agreement already concluded or the Consumer’s rights.

7.3. Updates necessary to maintain the conformity of goods with digital elements, including security updates, are provided to the extent and for the period required by law. The Consumer is informed of the necessary updates and the consequences of not installing them. The terms of a third-party application do not restrict the Seller’s statutory liability for the goods.

8. Right of withdrawal

8.1. The Consumer may withdraw from the distance contract within 14 days without giving any reason. The period runs from the date on which the Consumer or a third party designated by the Consumer, other than the carrier, receives the goods. If several goods in a single order are delivered separately, the period runs from receipt of the last item; for goods delivered in several lots or pieces, it runs from receipt of the last lot or piece.

8.2. To exercise the right of withdrawal, the Consumer must send the Seller an unequivocal notice to the email or postal address specified in clause 1.2 before the period expires, or use the online function referred to in clause 8.3. The notice must contain information identifying the Buyer, the purchase and the goods. Notice of withdrawal may also be given before the goods are received.

8.3. The Online Store provides an easily accessible “Withdraw from contract” function at the location specified in clause 1.3. It remains available throughout the withdrawal period. The Consumer enters or confirms their first name, surname, information identifying the agreement and an email address for the acknowledgement of receipt, and then uses the “Confirm withdrawal” function. Once the withdrawal is confirmed, the Seller sends the Consumer an acknowledgement of receipt without undue delay, specifying the content of the withdrawal and the date and time of submission.

8.4. The deadline is met if the notice of withdrawal is sent before the period expires. The Consumer is advised to retain proof of sending. The validity of the withdrawal does not depend on obtaining the Seller’s permission or an RMA number.

8.5. If the Seller has not provided the information on the right of withdrawal required by law, the right of withdrawal expires 12 months after the end of the initial withdrawal period. If that information is provided within those 12 months, the withdrawal period expires 14 days after the information is received.

9. Returning goods following withdrawal

9.1. The Consumer must send or hand over the goods to the return address specified in clause 1.3 without undue delay and no later than 14 days after sending the notice of withdrawal, unless the Seller has offered to collect the goods. The deadline is met if the goods are dispatched before the period expires.

9.2. The Consumer bears the direct costs of returning the goods, unless the Seller has agreed to bear those costs or has failed to inform the Consumer of this obligation in advance. For goods that cannot normally be returned by post due to their nature, the return costs or a reasonable estimate of those costs are stated in the relevant product offer before purchase.

9.3. The goods must be packaged for safe transport and returned with the accessories and documentation supplied with them. Any gift included with the particular purchase must also be returned. Use of the original packaging is recommended, but its absence does not, in itself, remove the right of withdrawal.

10. Refunds and diminished value of goods

10.1. The Seller refunds the payment received for the goods being returned without undue delay and no later than 14 days after being informed of the withdrawal. If the Consumer withdraws from the entire order, the original delivery costs are also refunded up to the cost of the least expensive standard delivery option offered by the Seller. Any additional cost of a more expensive delivery method selected by the Consumer is not refunded.

10.2. If the Consumer withdraws from only part of an order, the original delivery costs are refunded only if, and to the extent that, they would have been lower had the returned goods not originally been ordered.

10.3. The Seller may withhold the refund until it has received the goods or the Consumer has supplied evidence of having sent them back, whichever occurs first. This right does not apply if the Seller has offered to collect the goods. Inspection of the goods does not create a new, separate refund period.

10.4. The refund is made using the same means of payment used by the Buyer, unless the Consumer expressly agrees otherwise. The Consumer incurs no additional charges as a result of the refund.

10.5. The Consumer may inspect the goods to establish their nature, characteristics and functioning. The Consumer is liable only for any diminished value resulting from handling beyond what is necessary for that inspection. For example, prolonged cleaning of premises, significant wear or damage may go beyond the necessary inspection; each case is assessed individually.

10.6. Any diminished value must be substantiated by specific circumstances and a calculation, of which the Seller informs the Consumer. No automatic fixed deduction is applied merely because the packaging has been opened or the device switched on. Missing items do not, in themselves, invalidate the withdrawal or justify withholding the entire refund indefinitely. If information on the right of withdrawal has not been properly provided, the Consumer is not liable for any diminished value of the goods.

11. Exceptions to the right of withdrawal

11.1. The right of withdrawal cannot be exercised in the exceptional cases provided for by law, including goods made to the Consumer’s specifications or clearly personalised, and sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

11.2. The hygiene exception applies only if the particular goods objectively meet the conditions laid down by law.

11.3. Expiry of the withdrawal period or a statutory exception to the right of withdrawal does not restrict the Consumer’s right to make a claim in respect of goods that do not conform to the agreement.

12. Conformity of goods and commercial guarantees

12.1. The Seller is liable for any lack of conformity of the goods with the agreement that exists at the time of delivery and becomes apparent within two years after delivery, as well as in other cases and within other periods provided for by applicable law, including in relation to goods with digital elements. The Consumer is advised to report any lack of conformity without undue delay, preferably within two months of discovering it. As part of its uniform customer service approach, the Seller does not refuse to consider a claim solely because it was reported more than two months after the lack of conformity was discovered. This does not alter applicable limitation periods or restrict any more favourable statutory rights of the Consumer.

12.2. If a lack of conformity becomes apparent within one year after delivery, it is presumed to have existed at the time of delivery, unless proved otherwise or unless that presumption is incompatible with the nature of the goods or the lack of conformity. If applicable law provides for rules on proof that are more favourable to the Consumer or a longer presumption period, those rules apply.

12.3. The Consumer may initially request repair or replacement of the goods free of charge, unless the chosen remedy is impossible or entails disproportionate costs compared with the other remedy. The remedy must be provided within a reasonable time and without significant inconvenience to the Consumer.

12.4. The Consumer may request a proportionate price reduction or termination of the agreement in the cases provided for by law, including where repair or replacement has not been properly carried out, the Seller refuses to provide it, the lack of conformity persists after an attempt to remedy it, or it is sufficiently serious to justify an immediate remedy.

12.5. The Seller bears the costs of the free-of-charge remedy required by law, including necessary transport, labour and material costs. The Seller arranges the necessary handover or agrees on transport arrangements. If the Consumer has already paid necessary and reasonable transport costs, these are reimbursed on the basis of the evidence submitted.

12.6. Any commercial guarantee offered by the manufacturer or the Seller constitutes an additional undertaking. The guarantor, duration, territorial scope and conditions are specified in the guarantee document and the relevant offer. A commercial guarantee does not replace or curtail the Consumer’s statutory rights against the Seller.

13. Warranty service and RMA requests

13.1. A request may be submitted to the Seller at the email address specified in clause 1.2 or using the RMA form. It must include contact details, information identifying the purchase, the model, the serial number if available, a description of the problem and the requested remedy. An invoice, order confirmation or other proof of purchase must be attached.

13.2. The Seller sends handover instructions and, if necessary, an RMA number. It is advisable to agree on logistics before dispatch to avoid using an incorrect address or incurring unnecessary costs. An RMA number and completion of a particular form are not prerequisites for exercising statutory rights and do not extend the period for handling a complaint.

13.3. The product may also be handed over to the authorised service centre designated by the Seller: TSC Authorised Service Centre (SIA LMT Retail & Logistics), Rēzeknes iela 5A, Riga, LV-1073, Latvia, telephone: +371 67 808 808, e-mail: info@tsc.lv. Opening hours: Monday to Friday, 09:00–18:00.

Service appointment link: https://www.tsc.lv/lv/repair-device-step-lv

The Consumer retains the right to submit a claim directly to the Seller.

14. Complaints and dispute resolution

14.1. Complaints must be submitted to the Seller at the email or postal address specified in clause 1.2, identifying the purchase, the problem and the claim. The Seller reviews the Consumer’s written claim and provides a written response no later than 14 calendar days after receiving it.

14.2. If no agreement is reached, the Consumer may refer the matter to the competent consumer protection or out-of-court dispute resolution body, or to a court, in accordance with applicable laws and regulations.

15. Personal data and final provisions

15.1. The Seller processes personal data to fulfil orders, arrange payment and delivery, handle withdrawals and service requests, comply with legal obligations and protect legitimate interests. Information on the legal bases, recipients, retention periods and data subject rights is available in the Privacy Policy referred to in clause 1.3. Consent to receive advertising is not a condition of purchase.

15.2. The law applicable to the agreement and jurisdiction over disputes are determined by applicable laws and regulations. These terms do not restrict the Consumer’s mandatory statutory rights.

15.3. Each order is subject to the version of these terms available when the order was submitted and accepted when the agreement was concluded. Subsequent amendments do not affect agreements already concluded without the parties’ agreement, except where mandatory legal provisions apply. The invalidity of any individual provision does not affect the remaining terms.