Refund policy

At Zelta Siers, we care about the quality of our products and aim to handle complaints and refund requests fairly, clearly, and in accordance with applicable consumer protection rules.

🧀 Perishable Goods (Cheese & Food Items)

Because cheese and many other food products sold by us are perishable and liable to deteriorate rapidly, standard returns and the 14-day right of withdrawal do not apply to such products where applicable under Latvian and EU consumer protection rules.

This means that perishable food products generally cannot be returned simply because the customer has changed their mind after delivery.

However, if a perishable product is delivered incorrectly, arrives damaged, or is defective or compromised upon opening, please contact us as soon as possible so that we can review the matter and provide an appropriate solution where justified.

To help us assess a complaint quickly and fairly, please:

  • Notify us as soon as possible, preferably within 24 hours of delivery and opening the product
  • Provide a clear description of the issue
  • Include clear photos where possible, including packaging and the affected product
  • Keep the product refrigerated and handle it appropriately until the complaint has been reviewed, where reasonably possible

Claims relating to deterioration caused by delayed collection, failure to refrigerate, exposure to unsuitable temperatures, or improper storage or handling after delivery or collection may be refused.

Where a complaint is found to be justified, we may offer, at our discretion and in accordance with applicable law, a replacement, store credit, partial refund, or full refund, depending on the nature of the issue.

📦 Non-Perishable Items

For non-perishable goods, consumers generally have the right to withdraw from a distance purchase within 14 days without giving a reason, in accordance with applicable Latvian and EU consumer protection rules.

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

To be eligible for a return under the right of withdrawal:

  • The item must be returned within the applicable withdrawal period
  • The item must not be used beyond what is necessary to inspect its nature, characteristics, and functioning
  • The item should, where reasonably possible, be returned in its original packaging
  • Proof of purchase must be provided

To request a return, please contact us first at:
info@zeltasiers.lv

Please do not send items back without prior contact and return instructions.

Unless otherwise agreed or required by law, the direct cost of returning non-perishable goods is borne by the customer.

⚠️ Non-Returnable Items

We cannot accept returns or cancellations under the standard withdrawal right for:

  • Perishable goods liable to deteriorate rapidly, including cheese and other food products where applicable
  • Goods made to the customer’s specifications or clearly personalised items
  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable
  • Gift cards

This does not affect your statutory rights if goods are delivered incorrectly, arrive damaged, are defective, or are otherwise not in conformity with the contract.

💰 Refunds

Once your return or complaint has been received and reviewed, we will notify you whether your refund, replacement, store credit, or other remedy has been approved.

Approved refunds will be issued to the original payment method unless otherwise agreed.

Please note that banks and payment providers may require additional processing time before the refunded amount appears in your account.

If you have not received your refund within a reasonable time after approval, please contact us at info@zeltasiers.lv.

📩 Contact Us

If you have questions regarding returns, complaints, or refunds:

📧 Email: info@zeltasiers.lv
📞 Phone: +371 25 537 987

Last updated: April 16, 2026