Return policy
Version 1.0 · effective from 18 August 2026 · Abian Marketplace SIA
These Terms describe what to do if a delivered Product is damaged, incorrect or does not work, and the circumstances in which a non-defective Product may be returned. Section 1 identifies the process that applies to each particular case.
1. Which Process Applies to Your Case
1.1. A Product return and a delivery claim are different matters subject to different time limits. The applicable section is indicated below:
A Product has been delivered damaged, is incorrect or is missing from the delivered quantity — Section 2. The time limits are short, so please act on the day of delivery.
A Product does not work when first put into use — Section 3 (DOA).
A Product becomes defective during use within the warranty period — the Warranty Terms, not this page.
A Product is non-defective but was ordered incorrectly or is no longer required — Section 4.
1.2. Abian Marketplace SIA operates in the B2B sector; accordingly, the standard right of withdrawal applicable to private individuals does not apply. The return of non-defective Products is not a Customer right but an act of goodwill by Abian Marketplace SIA, and each case is considered individually.
2. Damaged, Incorrect or Incomplete Delivery
2.1. The Customer is required to inspect the Products, their quantity and packaging upon receipt.
2.2. Visible damage, damage to the packaging or a discrepancy in quantity must immediately be recorded on the transport waybill and photographed, and the photographs must be sent to [email protected] on the same day.
2.3. Damage sustained during transport that was not visible at the time of delivery must be reported in writing within seven calendar days of the date of delivery. Defects in a Product that are unrelated to transport must be reported immediately upon discovery.
2.4. These time limits arise from the conditions of carriage. If the Customer fails to observe them or fails to make the notation and take the photographs referred to in Clause 2.2, the Customer assumes that part of the loss which Abian Marketplace SIA is unable to recover from the carrier for that reason.
2.5. If an incorrect Product or an incorrect quantity has been delivered, or if the Product was damaged during transport, Abian Marketplace SIA arranges delivery of the correct Product, replacement or a refund. In such a case, no return fee is charged, and Abian Marketplace SIA bears transport costs agreed in writing in advance if, following inspection, the claim is recognised as justified. If the non-conformity is not confirmed, the Customer bears the transport and diagnostic costs.
3. Product Does Not Work When First Put into Use (DOA)
3.1. If a device does not work when first put into use, this must be reported within 14 calendar days of the delivery date.
3.2. If DOA status is confirmed and the manufacturer’s or distributor’s procedure permits it, Abian Marketplace SIA arranges replacement of the Product or a credit note/refund. If DOA status is not confirmed, the matter is considered in accordance with the warranty procedure or the seller-liability procedure.
3.3. The application must state the invoice number, Product name, serial number and a description of the defect, and photographs must be attached. The device must not be dispatched without prior approval.
3.4. After the 14-calendar-day period, the matter is dealt with as an ordinary warranty case in accordance with the Warranty Terms.
4. Return of Non-Defective Products
4.1. The return of a non-defective Product requires the prior written approval of Abian Marketplace SIA. Products dispatched without approval are not accepted.
4.2. Time limit. A return must be requested within 30 calendar days of delivery. Applications submitted after that period are not considered.
4.3. Condition of the Product. The Product must be unused, complete and in its original packaging.
4.4. Return fee. The following fee applies to an approved return:
10% of the Product’s value — for standard Catalogue Products in unopened, undamaged original packaging, notified for return within 14 calendar days of delivery;
15% of the Product’s value — for standard Catalogue Products in unopened, undamaged original packaging, notified for return from the 15th to the 30th calendar day after delivery;
25% of the Product’s value — for Products whose original packaging has been opened or damaged, provided that the Product is unused and complete, and for Products ordered or configured specifically for the Customer, if Abian Marketplace SIA agrees to accept them.
4.5. The return fee is determined having regard to the costs borne by Abian Marketplace SIA towards the manufacturer or distributor for returning the Products and is not regarded as a penalty.
4.6. The following are not accepted for return:
software licences, subscriptions and other digital products after a licence key or access has been provided;
Products ordered or configured specifically for the Customer, unless Abian Marketplace SIA has agreed to accept them;
opened software and consumables;
Products that the manufacturer or distributor does not accept for return;
used Products and Products that are incomplete.
4.7. Transport and risk. The Customer bears the cost of return transport, and risk in the Product remains with the Customer until it is received at the address specified by Abian Marketplace SIA. The Product must be packed in its original transport packaging or equivalent packaging that protects it during carriage.
4.8. Refund. After receiving the returned Product and inspecting its condition, Abian Marketplace SIA issues a credit note or makes a refund within 14 calendar days, deducting the return fee specified in Clause 4.4. The refund is made to the same account from which payment was received.
5. How to Request a Return
5.1. An application is submitted by sending an e-mail to [email protected] or by completing the contact form in the contact section of the website.
5.2. The application must state:
the order number and invoice number;
the Product name, quantity and serial number;
the reason for the return or claim;
a description of the condition of the packaging and the Product;
photographs showing the Product, its packaging and, where applicable, the damage.
5.3. Abian Marketplace SIA considers the application and responds within three business days of receiving it.
5.4. If the return is approved, the Customer receives a return merchandise authorisation (RMA) number, valid for 14 calendar days, together with the return address. The RMA number must be stated on the shipment packaging and in the accompanying documents.
5.5. Products must not be dispatched without a valid RMA number. Unauthorised shipments are not accepted and are returned to the sender at the sender’s expense.
6. Related Documents
6.1. These Terms must be read together with the Abian Marketplace Terms of Use, Delivery Terms and Warranty Terms.
6.2. In the event of a conflict, the Abian Marketplace Terms of Use prevail.
7. Company Details
Service provider and Seller of the Goods:
Name and registration number: Abian Marketplace SIA, registration No. 40203763064
VAT registration number: LV40203763064
Registered office: 7 Aldaru Street, Riga, LV-1050
E-mail and telephone: [email protected], +371 25443536
Settlement account: LV94HABA0551065606312 (AS Swedbank, SWIFT/BIC HABALV22)
For data protection matters: [email protected]
Supervisory authorities: Consumer Rights Protection Centre (market surveillance), Data State Inspectorate (personal data protection)