Right of withdrawal
To withdraw from your purchase, use the online withdrawal form or email info@rgpiano.com. Once we receive your notice, we will send you information about returning the goods with Omniva. If you have any questions, you can also call us.
You do not need to wait for our reply or return instructions before sending your withdrawal notice within the statutory time limit. A phone call is not required.
Withdraw from the contract
To submit a withdrawal notice, provide your name, purchase details and an email address for the acknowledgement. You do not need to give a reason for withdrawing.
Withdrawal notice submitted successfully!
We have received your withdrawal notice.
Withdrawal reference:
Download acknowledgement (PDF)Download withdrawal form (PDF)
Right of withdrawal
You have the right to withdraw from the distance contract within 14 days of receiving the goods, without giving a reason. The period starts on the day when you, or a third party you have designated other than the carrier, receive the goods. If goods in one order are delivered separately, the period starts when the last item is received.
To exercise your right of withdrawal, complete the “Withdraw from the contract” form on this page or write to info@rgpiano.com, clearly stating your decision and providing information that identifies the purchase. Send your notice before the 14-day period ends. You do not need to give a reason for withdrawing.
You may also use the official withdrawal form below or send another unequivocal statement, including by post to the seller’s address. Use of the form is optional. After receiving an online notice, we send an acknowledgement to the email address you provided without undue delay.
Returning goods
After receiving your withdrawal notice, RG PIANO will contact you with instructions for returning the goods through Omniva. Send the goods back without undue delay and no later than 14 days after giving notice of withdrawal. You meet the deadline if you send the goods before that period ends. If you have not received return instructions, contact us at info@rgpiano.com.
The buyer pays the direct delivery costs of returning goods under the ordinary right of withdrawal. Pack the goods so that they are protected during transport. The absence of the original packaging does not in itself remove your right of withdrawal.
Subject to the conditions laid down by law, you are liable only for a reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Burning a candle may reduce its value. We assess any reduction after receiving the goods; use alone is not grounds for automatically refusing the entire refund. If part of a set is returned, we take account of the amount actually paid and the consumer’s rights.
Refunds
When you exercise your right of withdrawal, we refund payments received, including the applicable original standard delivery costs, without undue delay and no later than 14 days after receiving your withdrawal notice. If you chose a delivery option more expensive than the least expensive standard delivery offered, the additional cost is not refunded.
We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier, unless we have offered to collect them. We refund using the same payment method as the original purchase unless you have expressly agreed otherwise. No additional refund fee is charged.
Distance contract terms
Terms revision: 8 November 2026
Seller information
The seller in the RG PIANO online shop is SIA "Rovell", registration number 44103143630, registered and postal address: Aleksandra Bieziņa iela 9–157, Rīga, LV-1029. Email: info@rgpiano.com; phone: +371 27 17 57 12.
These terms govern ordering, payment and delivery of goods, as well as consumer rights. The version available when the order is submitted applies to that order.
Ordering and payment
To place an order, add the selected products to your basket, provide your contact details and choose an Omniva parcel locker in Latvia. Check the products, quantities and total before submitting your order. You can edit the information and basket contents until submission. Orders in this version of the shop are placed in English; registration is not required.
Prices are shown in euros and include applicable taxes. The product subtotal, discounts, delivery charge and total payable are displayed before you submit your order.
When you select the relevant candles, the basket automatically applies the set price offered in the catalogue. The discount applies to complete pairs of candles and is applied only once to each item. An additional set discount is not applied to the price of a ready-made set. The saving shown is the difference between the set price and the current total price of the same candles purchased individually.
Payment is by bank transfer against invoice. The invoice must be paid within 3 calendar days of the invoice being sent. The period does not start when the order is created. Pay by the deadline and to the bank account stated on the invoice, quoting the order or invoice number as the payment reference. For payment questions, contact us at info@rgpiano.com.
We email an acknowledgement of your order together with the applicable terms and withdrawal information in a format you can save. The acknowledgement is also available to download. We retain the order information and the issued version of the terms; you can request information about your order at info@rgpiano.com. Acknowledgement of an order does not acknowledge receipt of payment.
Delivery
We deliver to Omniva parcel lockers in Latvia. Delivery costs 3,00 € for orders with a product subtotal after discounts below 30,00 €. Delivery is free for orders from 30,00 €. The delivery charge is included in the order summary.
We normally hand orders over to Omniva within 1–3 days after receiving payment. Delivery time to the selected parcel locker depends on Omniva. For questions about fulfilment or delivery, write to info@rgpiano.com. If delivery is delayed, you have the statutory right to request delivery within an additional period or, where applicable, to terminate the contract and receive a refund.
The risk of accidental loss of or damage to the goods passes to you when you, or a third party you have designated other than the carrier, receive them.
Product quality and complaints
If the goods do not conform to the contract, contact us at info@rgpiano.com or submit a written claim to the seller’s postal address. Include your order details and describe the non-conformity.
You may submit a claim for non-conforming goods within two years of delivery. Notify us of a discovered non-conformity within two months of discovering it.
Under the procedure laid down by law, you may first choose free repair or replacement, provided your chosen remedy is possible and proportionate. In the cases provided by law, you may request a price reduction or cancellation of the contract and a refund. The ordinary withdrawal return-cost rule does not limit your rights in the case of non-conforming goods.
We respond to written complaints within 15 working days in accordance with the law. If no agreement is reached, you may contact Latvia’s Consumer Rights Protection Centre (www.ptac.gov.lv), the Consumer Dispute Resolution Commission within its competence, or a court. These terms do not limit statutory consumer rights.
The withdrawal information and form on this page form part of these terms.
