Returns, Cancellations and Refund Policy

If you have changed your mind or your PremiumHIFI product is not right for you, consumers purchasing online within the European Union have the right to withdraw from the purchase within 14 days without giving any reason.

For goods, the 14-day withdrawal period starts on the day you, or a third party designated by you other than the carrier, receive the goods. Where an order contains several items delivered separately, the period starts when the final item is received.

How to cancel or request a return

You can exercise your right of withdrawal electronically through your PremiumHIFI customer account.

Before your order has been fulfilled, open the order in your customer account and select Cancel items.

After the order has been fulfilled or collected, and while it remains within the applicable return period, open the order and select Return items.

You may also contact our customer service team if you require assistance.

Once your withdrawal or return request has been submitted, you will receive confirmation electronically.

Condition of returned goods

You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way as you would normally be able to do in a physical shop.

You are responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary for this purpose. Where such diminished value has occurred, PremiumHIFI may reduce the amount refunded accordingly.

We therefore recommend keeping all original packaging, accessories, manuals and protective materials and returning the product carefully packed.

Original packaging is strongly recommended, particularly for audio equipment where the packaging is designed to protect the product during transport. The absence of original packaging does not in itself remove your statutory right of withdrawal, but you remain responsible for ensuring that the goods are adequately protected during return transport.

Exceptions to the right of withdrawal

The statutory right of withdrawal may not apply to certain products, including where permitted by applicable law:

• goods made to the customer's specifications or clearly personalised;
• goods which are liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery;
• sealed audio, video or computer software which has been unsealed after delivery;
• digital content in circumstances where the consumer expressly agreed to immediate performance and acknowledged the loss of the right of withdrawal;
• other products or services excluded from the statutory right of withdrawal under applicable EU law.

Products sold as ex-display, open-box or with cosmetic imperfections are not automatically excluded from the statutory right of withdrawal solely because of their condition at the time of sale. Any applicable limitation must have a lawful basis and must be clearly disclosed before purchase.

Return shipping costs

If you exercise your statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods to PremiumHIFI.

You must arrange and pay for suitable return shipping unless PremiumHIFI expressly agrees otherwise.

We recommend using an insured and trackable shipping service appropriate for the value and size of the product and retaining proof of shipment.

If you were not informed before purchase that you would be responsible for the cost of returning the goods, PremiumHIFI will bear those return costs as required by applicable law.

For large or heavy products that cannot normally be returned by standard postal services, please contact us before arranging the return.

Original delivery charges

When you exercise your statutory right of withdrawal, PremiumHIFI will refund the purchase price together with the cost of the least expensive standard delivery option offered for delivery to the customer.

If you selected a more expensive delivery method, such as express or priority shipping, any additional amount above the cost of the least expensive standard delivery option is not refundable.

Free in-store pickup is not treated as a standard delivery service for the purpose of calculating the refundable delivery charge.

Returning the goods

After notifying us of your decision to withdraw, you must send or hand the goods back without undue delay and no later than 14 days after notifying us of the withdrawal.

The return deadline is met if you send the goods before the 14-day return period expires.

Until the goods reach PremiumHIFI, you are responsible for ensuring that they are properly packaged and protected during transport.

PremiumHIFI cannot be responsible for return shipments that are lost or damaged in transit due to inadequate packaging or the return carrier.

Refunds

Refunds will be made to the same payment method used for the original transaction unless you expressly agree otherwise.

We will process the refund without undue delay and no later than 14 days after receiving notice of your withdrawal.

For sales of goods, PremiumHIFI may withhold the refund until we have received the goods back or until you provide evidence that the goods have been sent back, whichever occurs first.

After the refund is processed, the time required for the funds to appear in your account depends on your bank or payment provider.

Returns to our store in Latvia

Online purchases may also be returned to our store in Latvia where appropriate.

Please bring:

• the product and all supplied accessories;
• your order confirmation or other proof of purchase;
• where available, the original packaging.

Returning an online order to our store does not affect your statutory rights.

Collection of large items

For certain large or heavy products, PremiumHIFI may be able to arrange collection.

Please contact our customer service team for availability and pricing.

Unless otherwise agreed, the cost of collection for a change-of-mind return remains the customer's responsibility.

Products supplied by third-party suppliers

Some products may be dispatched directly by one of our suppliers.

Your statutory rights remain against PremiumHIFI as the seller.

If a product was shipped directly by a third-party supplier, please contact our customer service team before returning it so that we can provide the correct return instructions and destination.

Exchanges

If you would like to exchange a product, please contact us.

Where the exchange is requested within the statutory withdrawal period, you may alternatively exercise your right of withdrawal and place a new order.

Any voluntary exchange policy offered by PremiumHIFI does not limit your statutory consumer rights.

Faulty, damaged or incorrect products

The rules above concerning customer-paid return shipping apply primarily to change-of-mind withdrawals.

If the product is faulty, damaged, incorrectly supplied or does not conform to the contract, please contact PremiumHIFI before returning it.

Your statutory rights relating to defective or non-conforming goods are separate from the 14-day withdrawal right. Where the goods are covered by the legal guarantee, remedies must be provided without cost to the consumer, including necessary shipping costs where applicable.

Please contact our customer service team and we will arrange the appropriate repair, replacement, return or other remedy in accordance with applicable law.

In-store purchases

The statutory 14-day EU withdrawal right described above applies to distance and off-premises contracts, including purchases made online.

Purchases made directly in our physical store do not automatically benefit from the statutory 14-day withdrawal right unless otherwise required by applicable law.

Where PremiumHIFI voluntarily accepts a return or exchange of an in-store purchase, this is a commercial policy and does not affect any statutory rights relating to faulty or non-conforming goods.