TERMS, DISTANCE CONTRACT, RIGHT OF WITHDRAWAL AND PRIVACY POLICY
These terms set out the procedure under which SIA RSB GROUP, through the online store www.spiderzone.lv, sells goods, accepts orders, provides delivery, handles withdrawals, claims, complaints and processes personal data.
By placing an order on www.spiderzone.lv, the Buyer confirms that they have read and agree to these terms.
1. Seller
1.1. Seller: SIA RSB GROUP
1.2. Registration number: 40203173921
1.3. Legal address: Džohara Dudajeva gatve 2 - 29, Riga, LV-1084, Latvia
1.4. Online store: www.spiderzone.lv
1.5. Official e-mail: [email protected]
1.6. Contact phone: +371 24771717
1.7. Working hours: business days from 9:00 to 17:00.
2. Official communication
2.1. Official communication regarding orders, delivery, claims, withdrawal, returns and refunds is carried out in writing by e-mail: [email protected].
2.2. Communication by phone, social media, WhatsApp, Messenger, Instagram, TikTok or other private messages is informational and is not considered an official claim, withdrawal or return request.
2.3. Outside working hours, on weekends and official public holidays, the Seller may not respond to calls, messages or requests.
2.4. This section does not limit the Buyer’s rights provided by applicable laws and regulations.
3. Terms
3.1. Seller — SIA RSB GROUP, which operates www.spiderzone.lv.
3.2. Buyer — a natural or legal person who places an order in the online store.
3.3. Consumer — a natural person who purchases goods for purposes not related to their economic or professional activity.
3.4. Goods — goods offered in the online store, including inventory, equipment, accessories, food, additional goods and other goods.
3.5. Temperature-sensitive goods — goods whose quality may be affected by temperature, humidity, transport duration, packaging or speed of collection.
3.6. Distance contract — a contract between the Seller and the Buyer concluded in the online store without the simultaneous physical presence of the parties.
3.7. Animal reservation — a pre-agreed reservation that does not include shipment of the animal and provides only for in-person handover after separate agreement.
4. Goods and information about goods
4.1. Images shown in the online store are for informational purposes.
4.2. The appearance, size, shade, packaging or batch of goods may differ from the image if this does not affect the essential characteristics of the goods.
4.3. Before placing an order, the Buyer reviews the product description, use, storage, temperature and safety requirements.
4.4. The Seller has the right to refuse, postpone or cancel an order if the goods are unavailable, fulfilment is unsafe, the Buyer has provided incomplete information or fulfilment may conflict with applicable laws and regulations.
5. Placing an order and payment
5.1. The Buyer places an order in the online store by selecting goods, providing the required information and confirming the order.
5.2. The Buyer is responsible for the accuracy of the provided information, including name, surname, phone number, e-mail and delivery address.
5.3. Prices are stated in euros.
5.4. The order is processed after payment is received, unless otherwise agreed in writing.
5.5. The invoice is prepared electronically and is valid without a signature.
5.6. The Seller may change prices, promotions and offers. Changes do not affect already paid orders, except in cases of obvious technical error.
6. Delivery in Latvia
6.1. Standard delivery is provided within the territory of Latvia.
6.2. Delivery fee in Latvia: 6 EUR.
6.3. If the goods are in stock, the delivery time is usually 3–6 business days after payment is received.
6.4. If the goods are not in stock, require preparation or are temperature-sensitive, the delivery time may be longer.
6.5. The Seller chooses a suitable delivery or handover method, taking into account the type of goods, season, temperature, packaging and safety.
6.6. Not all goods are available for all delivery methods.
6.7. If the selected delivery method is not suitable, the Seller may offer another solution, postpone shipment or cancel the order and refund the paid amount.
7. Delivery outside Latvia
7.1. Delivery outside Latvia is not provided as a standard service.
7.2. In individual cases, the Seller may assess delivery outside Latvia if it is possible, safe and compliant with applicable laws and regulations.
7.3. The price, time and conditions of delivery outside Latvia are agreed individually before order confirmation.
7.4. The delivery fee of 6 EUR stated in the online store applies only to delivery within Latvia.
8. Delivery on business days, weekends and public holidays
8.1. Temperature-sensitive goods are usually shipped only on business days.
8.2. The Seller may choose not to ship orders on Fridays, weekends, pre-holiday days, official public holidays, long weekends or during periods when delivery may be delayed due to carrier schedules.
8.3. Shipment or delivery may be delayed due to public holidays, carrier non-working days, seasonal workload, weather conditions or other circumstances beyond the Seller’s control.
8.4. In such cases, the Seller may postpone shipment until the nearest safe business day.
8.5. The Seller is not responsible for delays caused by carriers, public holidays, weekends, weather conditions or other circumstances beyond the Seller’s control, to the extent permitted by applicable laws and regulations.
9. Temperature restrictions
9.1. Temperature-sensitive goods are shipped only when the Seller considers that, under the specific circumstances, this can be done reasonably safely.
9.2. The standard safe outdoor temperature range for shipping temperature-sensitive goods is from +5°C to +25°C.
9.3. The maximum permitted shipping range is from -5°C to +28°C, only after the Seller’s individual assessment and with season-appropriate packaging.
9.4. If the temperature is from -5°C to +5°C or from +25°C to +28°C, the Seller may use suitable packaging, postpone shipment or offer another collection solution.
9.5. If the temperature is below -5°C or above +28°C, the Seller has the right not to ship the order, postpone shipment, offer another collection method or cancel the order and refund the paid amount.
9.6. For dry goods, inventory and equipment, temperature restrictions apply only if the specific goods may be damaged by cold, heat, humidity or transport conditions.
9.7. Animals are not shipped by parcel locker, post, courier or any other standard delivery service.
9.8. Animals may be handed over only in person, after prior written agreement with the Seller.
9.9. The recommended outdoor temperature range for animal handover is from +10°C to +25°C.
9.10. If conditions are not suitable for safe animal handover, the Seller has the right to postpone the handover.
10. Temperature-sensitive goods and animal handover
10.1. Additional safety conditions may apply to temperature-sensitive goods and animal handover.
10.2. The condition of temperature-sensitive goods may be affected by temperature, humidity, transport duration, packaging, speed of collection and the Buyer’s actions after receipt.
10.3. The Seller does not guarantee delivery of temperature-sensitive goods in all weather conditions, during all periods of the year or by all delivery methods.
10.4. Reservation or purchase of an animal does not guarantee immediate handover.
10.5. An animal is handed over only when the Seller considers that it is suitable for handover and the handover is safe.
10.6. The Seller has the right to refuse or postpone animal handover if there are reasonable doubts regarding safe keeping conditions, welfare or compliance with applicable laws and regulations.
10.7. The Buyer is responsible for complying with the keeping, feeding, temperature, humidity, welfare, safety, registration, CITES and other applicable requirements for the specific species.
11. Buyer’s obligation to collect the order on time
11.1. After receiving the delivery notification, the Buyer must collect the order as soon as possible.
11.2. This is especially important if the order contains temperature-sensitive goods.
11.3. If the Buyer delays collection, provides incorrect information, is unreachable or does not follow collection instructions, the Seller is not responsible for damage or reduced quality to the extent caused by the Buyer’s actions or inaction.
12. Receipt and inspection of goods
12.1. Upon receiving the order, the Buyer must immediately check the packaging, external condition and conformity of the goods with the order.
12.2. If the packaging is significantly damaged, the Buyer should record this at the time of delivery and photograph it before opening the package, if possible.
12.3. If the goods are damaged, non-conforming or part of the order is missing, a claim must be submitted in writing to [email protected].
12.4. The claim must include the order number, Buyer’s name, product name, date of receipt, description of the issue, desired solution and, if possible, photo or video evidence.
12.5. A claim regarding the condition of temperature-sensitive goods must be submitted immediately after receipt, preferably on the same day.
12.6. Delayed submission of a claim may make objective assessment of the situation difficult.
13. Right of withdrawal
13.1. A Buyer who is a Consumer has the right to withdraw from the distance contract within 14 days without giving a reason, except in cases where the right of withdrawal does not apply under applicable laws and regulations.
13.2. The withdrawal period starts:
from the day the goods are received, if one item was ordered;
from the day the last item is received, if several items were ordered in one order and delivered separately;
from the day the last batch or part is received, if the goods are delivered in parts;
from the day the first item is received, if a contract for regular delivery of goods has been concluded;
from the day the contract is concluded, if a service contract has been concluded.
13.3. To exercise the right of withdrawal, the Buyer must send a clear written notice to [email protected] or in another manner provided by applicable laws and regulations.
13.4. The Buyer may use the withdrawal form attached at the end of these terms, but its use is not mandatory.
14. Cases where the right of withdrawal does not apply
14.1. The Buyer may not exercise the right of withdrawal in cases provided by applicable laws and regulations, including where:
14.1.1. the goods deteriorate quickly or have a short expiry date;
14.1.2. the goods are made according to the Buyer’s instructions or are personalised;
14.1.3. the Buyer has opened the packaging of goods that cannot be returned for health or hygiene reasons;
14.1.4. after delivery, the goods have by their nature become inseparably mixed with other items;
14.1.5. a service has been fully performed with the Buyer’s prior consent and, in cases provided by applicable laws and regulations, the Buyer has lost the right of withdrawal.
14.2. Temperature-sensitive, perishable or non-returnable goods for hygiene or safety reasons may not be returnable if any of the exceptions provided by applicable laws and regulations apply.
14.3. Each case is assessed individually, taking into account the type and condition of the goods and applicable laws and regulations.
14.4. Return of animals after handover is possible only after prior written agreement with the Seller and only if it does not conflict with the animal’s health, safety, welfare or applicable laws and regulations.
15. Return of goods and refund
15.1. If the Buyer exercises the right of withdrawal, the goods must be sent or handed over to the Seller without undue delay and no later than within 14 days from the day the withdrawal notice was submitted.
15.2. Before returning goods, the Buyer must agree on the return address and procedure by writing to [email protected].
15.3. Direct return costs are borne by the Buyer, unless the Seller has stated otherwise in writing.
15.4. The Buyer is responsible for safe packaging of the goods during return.
15.5. If the goods are returned damaged, used more than necessary for inspection or improperly packaged, the Seller may assess the reduction in value of the goods in accordance with applicable laws and regulations.
15.6. If the right of withdrawal has been exercised lawfully, the Seller refunds the payments received, including standard delivery costs, no later than within 14 days from receiving the withdrawal notice.
15.7. The Seller may withhold the refund until the goods are received back or until proof of return shipment is provided, whichever occurs earlier.
15.8. The refund is made using the same payment method that was used in the initial transaction, unless otherwise agreed in writing.
15.9. If the Buyer selected a delivery method other than the cheapest standard delivery method offered by the Seller, the Seller is not required to refund additional delivery costs.
16. Non-conforming or damaged goods
16.1. If the Buyer believes that the goods are damaged, non-conforming or do not match the order, a claim must be submitted in writing to [email protected].
16.2. The claim must include the Buyer’s name, order number, product name, description of the issue, date of receipt, desired solution and, if possible, photo or video evidence.
16.3. If the goods do not conform to the contract due to the Seller’s fault, the Buyer has the rights provided by applicable laws and regulations to request an appropriate solution.
16.4. The Seller is not responsible for damage caused by the Buyer’s improper use, storage, delayed collection, unsuitable conditions or other actions or inaction.
17. Complaints and dispute resolution
17.1. All complaints and claims must be submitted in writing to [email protected].
17.2. If a complaint is submitted by a Consumer regarding goods or services not conforming to the contract, the Seller provides a written response within 15 business days from the date of receiving the application, unless applicable laws and regulations provide otherwise.
17.3. If a dispute cannot be resolved through negotiation, the Consumer has the right to contact the Consumer Rights Protection Centre or use other dispute resolution methods provided by applicable laws and regulations.
18. Personal data processing
18.1. The Seller processes the Buyer’s personal data to accept and fulfil orders, ensure payment, delivery, customer service, accounting, claims handling and marketing, if the Buyer has consented to it.
18.2. Processed data may include name, surname, e-mail, phone number, delivery address, payment information, order information, communication content and technical information about website use.
18.3. The legal bases for processing personal data are contract performance, compliance with legal obligations, the Seller’s legitimate interests and the Buyer’s consent, where required.
18.4. The Seller may transfer personal data to service providers necessary for order fulfilment, such as payment, delivery, accounting, IT, hosting, e-mail and analytics service providers, as well as public authorities in cases provided by applicable laws and regulations.
18.5. Personal data is stored for as long as necessary for the specific purpose, contract performance, accounting requirements, protection of legal claims or until consent is withdrawn, where processing is based on consent.
18.6. The Buyer has the right to access their data, request correction, deletion, restriction of processing, object to processing, withdraw consent and lodge a complaint with the Data State Inspectorate.
18.7. Requests related to personal data processing must be submitted to [email protected].
19. Marketing and cookies
19.1. The Seller sends marketing communications if the Buyer has consented or if applicable laws and regulations allow communication with existing customers about similar goods or services.
19.2. The Buyer may opt out of marketing communications at any time by using the unsubscribe option in the e-mail or by writing to [email protected].
19.3. The website may use cookies to ensure website operation, improve user experience, provide analytics and, if the Buyer consents, marketing or advertising functions.
19.4. Essential cookies are necessary for the operation of the website.
19.5. Analytics and marketing cookies are used only with the Buyer’s consent, where such consent is required.
20. Force majeure
20.1. The Seller is not responsible for failure to fulfil obligations or delay if caused by force majeure, transport disruptions, delivery service disruptions, decisions of state or municipal authorities, emergencies, electricity, internet or other essential service disruptions.
20.2. Circumstances beyond the Seller’s control may also include significant weather conditions, carrier delays, public holidays, long weekends and logistics disruptions.
21. Changes to the terms
21.1. The Seller has the right to amend these terms.
21.2. Amendments enter into force after publication on www.spiderzone.lv, unless another effective date is specified.
21.3. The terms in force at the time of placing the order apply to the order, unless applicable laws and regulations provide otherwise.
22. Applicable law
22.1. These terms are governed by the laws and regulations of the Republic of Latvia.
22.2. If any provision of these terms becomes invalid or is found to be non-compliant with applicable laws and regulations, this does not affect the validity of the remaining provisions.
23. Withdrawal form
Addressee: SIA RSB GROUP, reg. No. 40203173921, Džohara Dudajeva gatve 2 - 29, Riga, LV-1084, Latvia
E-mail: [email protected]
Phone: +371 24771717
I hereby notify that I wish to withdraw from the distance contract for the purchase of the following goods:
Product name:
Order number:
Order date:
Date of receipt of goods:
Buyer’s name and surname:
Buyer’s address:
Buyer’s e-mail:
Buyer’s phone number:
Bank account for refund, if refund is not possible using the original payment method:
Date:
Signature, if the form is submitted in paper form: