Rules
Warranty, product returns and service request
In this section you will find information about BalticDiag.lv product warranty, warranty service procedure, right of withdrawal, product returns, post-warranty repair and service request submission.
The seller of the online store is BD Baltic SIA, registration number: 40203684807, VAT number: LV40203684807, address: Piedrujas iela 30, Riga, LV-1073, Latvia.
Product warranty
Products offered by BalticDiag.lv are covered by the manufacturer’s or supplier’s warranty, if such warranty is provided for the specific product. The warranty period and conditions may differ depending on the product type, manufacturer, configuration and conditions of use.
Consumers also have the rights provided by law regarding product non-conformity with the terms of the contract. The manufacturer’s or commercial warranty does not limit the consumer’s statutory rights.
The warranty generally applies to manufacturing defects and non-conformities caused by product manufacturing or quality. In warranty cases, the product may be submitted for inspection to the manufacturer, supplier or authorised service centre in order to determine the cause of the defect.
Warranty service procedure
To request warranty service, the customer must contact the BalticDiag team and provide information about the product, defect and purchase.
A warranty request usually requires:
- a document confirming the purchase — invoice or receipt;
- product name, model and serial number, if available;
- a description of the defect or problem;
- photo or video materials, if they help understand the problem;
- contact information for communication with the customer.
After receiving the information, the BalticDiag team evaluates the request and informs the customer about the next steps — product inspection, sending the product to service, possible repair, replacement or another solution.
Cases when the warranty may not apply
The warranty may not apply if the defect was caused not by manufacturing or product quality, but by improper use, installation, storage or external influence.
The warranty may not apply in the following cases:
- the product has been used contrary to the manufacturer’s instructions or intended purpose;
- the product is mechanically damaged, dropped, broken or otherwise physically damaged after purchase;
- the product has been damaged due to incorrect installation or unqualified servicing;
- the product has been modified or repaired by an unauthorised service provider;
- the damage was caused by moisture, dust, chemical exposure, excessively high or low temperature or unsuitable working conditions;
- the product has been used with incorrect voltage, an unsuitable power supply or an incorrect charger;
- a document confirming the purchase has not been provided;
- diagnostic equipment, licence, software or subscription has been activated, and the issue is not related to a manufacturing defect.
Battery and accumulator warranty
Warranty conditions for products with batteries or accumulators may differ from standard product warranty conditions. Battery and accumulator performance is affected by usage intensity, charging habits, storage conditions and ambient temperature.
The warranty for batteries and accumulators may not apply if the damage was caused by incorrect charging, complete discharge, mechanical damage, moisture, overheating, improper storage or the use of unsuitable charging devices.
If the purchased product is defective
If the customer suspects that the purchased product is defective or does not match the order, the BalticDiag team should be contacted as soon as possible.
After evaluating the situation, one of the following solutions may be offered:
- product inspection;
- product repair;
- product replacement;
- another mutually agreed solution;
- refund in cases provided by law.
Each case is evaluated individually, taking into account the product type, nature of the defect, conditions of use, warranty terms and legal requirements.
Product returns
Return of products purchased online
If the product was purchased online and the Buyer is a consumer within the meaning of the Consumer Rights Protection Law, the Buyer has the right to use the right of withdrawal within 14 calendar days from the day of receiving the product, unless an exception is provided by law.
To use the right of withdrawal, the Buyer must inform the BalticDiag team by sending a clear notice to mail@balticdiag.lv.
After sending the withdrawal notice, the product must be returned without undue delay, but no later than within 14 days from the day the withdrawal notice was sent.
Condition of the product at the time of return
The returned product must be undamaged, complete and, if possible, in its original packaging. The Buyer is responsible for any decrease in the value of the product if the product has been used more than necessary to check its nature, characteristics and functioning.
Before activating diagnostic equipment, software licences, subscriptions or other products requiring activation, the Buyer must make sure that the product matches the order and is suitable for the intended purpose of use.
Activated licences, software, subscriptions or other digital/activation-based products may not be returnable if such restriction is provided by law or by the manufacturer’s terms.
Return of products purchased in the physical store
If the product was purchased in the physical store, the return or exchange of a quality product is carried out in accordance with legal requirements and BalticDiag internal procedures. The return of certain professional equipment, electronics, activation-based products or specially ordered goods may not be possible if the product is of proper quality and matches the order.
If you are not sure whether a specific product can be returned or exchanged, please contact the BalticDiag team before purchase.
Product return procedure
When returning a product, the Buyer must follow this procedure:
- contact the BalticDiag team before sending the product back;
- provide the order or invoice number;
- attach a document confirming the purchase;
- pack the product safely so it is not damaged during transport;
- return the product complete with accessories, documentation and packaging, if preserved;
- return shipping costs are covered by the Buyer, unless otherwise agreed or provided by law.
The refund is made in accordance with legal requirements after receiving the withdrawal notice and/or receiving the product back, if the Seller has the right to withhold the refund until receiving the product or proof of its return shipment.
Post-warranty repair
After the warranty period has expired or in cases where the warranty does not apply, BalticDiag may help organise post-warranty repair or technical inspection, if such service is available for the specific product.
Post-warranty repair costs are determined individually, taking into account the product type, defect, availability of spare parts, manufacturer or service conditions and the amount of work required.
Repair or service request
To submit a product for inspection, warranty service or post-warranty repair, please fill in the repair request form below or contact us by email at mail@balticdiag.lv.
In the request, it is recommended to provide:
- company name or customer name;
- contact person;
- phone number and email address;
- equipment manufacturer and model;
- equipment serial number;
- purchase date or invoice number;
- description of the fault or problem;
- location of the equipment;
- photos, videos or documents, if they help evaluate the problem.
We will contact you as soon as possible after receiving the request.
Contact information
- Company: BD Baltic SIA
- Registration number: 40203684807
- VAT number: LV40203684807
- Address: Piedrujas iela 30, Riga, LV-1073, Latvia
- Phone: +371 208 66088
- Phone: +371 208 66075
- Email: mail@balticdiag.lv
- Working hours: Mon–Fri: 8:00–17:00
If you have questions about warranty, product returns, service requests or post-warranty repair, please contact the BalticDiag team. We will help evaluate the situation and find the most suitable solution.