Refund policy

Changed your mind or something isn’t quite right? We’ll help you sort it out.

For online purchases made through www.fans.lv, you have 14 days from receiving your order to let us know that you’d like to return it.

Returning an online order

To start a return, contact us within 14 days of receiving your order:

E-mail: efans@fans.lv
Phone: +371 20110013

You can also use the FANS withdrawal form, but you don’t have to - a clear e-mail letting us know that you want to return your order is enough.

After notifying us, please send or bring the product back within 14 days.

Returns can be sent or delivered to:

SIA “Aqua Pro”
Garozes iela 1
Rīga, LV-1004
Latvia

Returns can be delivered in person on business days from 10:00 to 18:00.

What condition should the product be in?

You’re welcome to inspect the product in the same way you would in a physical store.

Please avoid using it more than necessary to check its nature, features and functionality.

We recommend returning the product with its original packaging, accessories, manuals and other included items whenever possible.

If a product has been used more than necessary and its value has decreased, the refunded amount may be reduced accordingly.

Who pays for the return?

If you’re returning an online purchase simply because you changed your mind, the return delivery cost is paid by you.

If we sent you the wrong product, or the product is defective or otherwise does not match your order, FANS will cover the reasonable return cost.

When will I receive my refund?

Once you let us know that you’re returning your order, we’ll refund the relevant payment without unnecessary delay and no later than within 14 days.

We may wait to issue the refund until:

we receive the returned product; or
you provide proof that the product has been sent back,

whichever happens first.

The refund is normally made using the same payment method you used for the original purchase, unless we agree on another method.

What happens to the original delivery cost?

If you return your entire online order under the 14-day right of withdrawal, we’ll also refund the cost of the least expensive standard delivery option that was available for your order.

If you chose a more expensive delivery option, such as express delivery, the difference between that option and the standard delivery cost is not refunded.

Can every product be returned?

The 14-day right of withdrawal does not apply to certain products where an exception is provided by law.

This may include, for example:

products made to your specifications or clearly personalised;
sealed products that cannot be returned for health or hygiene reasons once opened;
products that, because of their nature, have become inseparably mixed with other items after delivery.

If an exception applies to a specific product, we’ll provide the relevant information where required.

What if the product is damaged or defective?

If your product arrives damaged, is incorrect or develops a problem that may be covered by your consumer rights or the manufacturer’s warranty, please contact us at efans@fans.lv or +371 20110013:

It helps if you include:

your order number;
a short description of the issue;
photos or video, where useful.

Depending on the situation, we’ll help arrange the appropriate solution — this may include repair, replacement, a price reduction or refund.

For more information about defective products and manufacturer warranties, see our Terms & Conditions.

What about purchases made in a FANS PROSPORT store?

The statutory 14-day right of withdrawal applies to distance purchases, such as orders placed through www.fans.lv. It does not automatically apply to products bought directly in a physical FANS PROSPORT store.

If a product purchased in-store is defective or does not conform to the purchase agreement, your statutory consumer rights still apply.

For non-defective in-store purchases, any exchange or return depends on the return policy of the respective FANS PROSPORT store.