Online Store Regulations - Latvia. Expansion into the Latvian Market
Are you planning to expand your e-commerce business in Latvia? Before you begin selling in this market, in addition to choosing the right legal form and developing an operational strategy, it's crucial to develop proper online store regulations – known in Latvia as " Lietošanas " noteikumi ." These terms and conditions are the basic document defining the sales rules, payment methods, and delivery terms. They also play a key role in ensuring the store's compliance with Latvian consumer protection law. Professionally prepared terms and conditions are not only a formal requirement but also an important element in building customer trust and minimizing legal risks .
Lietošanas n oteikum i - Latvian online store regulations
Latvian regulations should clearly define the rules for sales, delivery, payment, withdrawal, and complaints. Sellers operating in the Latvian market must comply with several key legal acts:
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Patērētāju tiesību aizsardzības likums ( Act on the Protection of Consumer Rights) - implements the EU directive on consumer rights, regulates the information obligation and gives the customer a 14-day right to withdraw from the contract, provides for a minimum two-year seller's liability for defects in goods,
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Informācijas sabiedrības pakalpojumu likums (Act on, among others, electronic commerce) - specifies the obligations of online sellers in terms of transparency, providing company data (in the Reģistrācijas numbers ), order confirmations or marking advertising content
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Negodīgas commercial practice aizlieguma likums (Act on the Prohibition of Unfair Commercial Practices) - counteracts unfair commercial practices.
Patērētāju supervises compliance with consumer protection regulations in Latvia. tiesību aizsardzības centers (PTAC) - Consumer Rights Protection Center. This is a state public administration agency , performing a function similar to the Polish Office of Competition and Consumer Protection (UOKiK) in the field of business - consumer relations. The PTAC oversees the activities of businesses in the areas of trade, including e-commerce, and verifies the compliance of regulations, pre-contractual information , complaint procedures, and business practices with consumer law.
In turn, Competition Council of Latvia ( Konkurences padome ) is responsible for protecting competition, approving concentrations (mergers) of enterprises and enforcing regulations prohibiting anti-competitive practices – including abuse of a dominant position and market-restricting agreements.
Right of withdrawal in Latvia
For online stores, the most important right of withdrawal is the 14-day right of withdrawal. This applies to distance selling, including online and telephone purchases, and applies to both goods and services. Consumers are entitled to a full refund of the purchase price, including delivery, and the seller may only charge the consumer for return shipping costs if this is clearly stated in the terms and conditions.
Complaints and seller's liability
The seller is liable for defects in goods for at least two years from purchase. During this time, the consumer may request repair, replacement, a price reduction, or a refund.
During the first 12 months, a defect is presumed to exist. If the product proves defective, it is assumed that the defect existed at the time of sale, and the seller must prove otherwise. After one year, the burden of proof shifts to the consumer.
Complaints procedure and response time
Complaints may be submitted in writing (e.g., email , contact form). The Seller is obligated to respond within 15 business days of receiving the complaint, informing the Customer of the manner in which it will be handled or a proposed resolution to the dispute.
If, for objective reasons, a response cannot be provided within this period, the seller shall notify the customer in writing, stating the reasons and a new, reasonable deadline for the response.
The regulations should clearly indicate the method of reporting defects (e.g. e-mail, contact form) and consumer rights what rights the customer has and how long will it take to receive a response?
The seller's failure to respond to the complaint within the statutory deadline may result in the consumer filing a complaint with the Patērētāju tiesību aizsardzības centrs (PTAC) – a state authority supervising compliance with consumer regulations, which conducts investigations and may impose administrative measures against entrepreneurs who violate consumer rights.
GDPR and personal data protection
Latvia, as a member of the European Economic Area, directly applies the provisions of the General Data Protection Regulation (GDPR). Additionally, a national law, Fizisko, applies there. persona date apstrādes likums (Latvian Personal Data Protection Act), which supplements and clarifies the principles of personal data processing in areas left to national regulation by the GDPR.
The store's regulations must be consistent with the privacy policy - they should clearly define what data is collected, what it is used for, to whom it can be transferred and what rights consumers have.
ADR - dispute resolution
Consumers in Latvia have access to an alternative dispute resolution (ADR) system. The key institution is Patērētāju strīdu risināšanas committee operating within the structures P atērētāju tiesību aizsardzības Centrs (PTAC) . Thanks to it, clients can easily pursue their rights, and the decisions of this body are public and subject to appeal.
Regulations (" Lietošanas noteikumi ") is not only a formality resulting from legal regulations – it is also a clear signal to the consumer that the company operates transparently and respects the sales rules in force in Latvia. This document should be prepared in a clear and understandable manner .
An integral part of the regulations should also include: a privacy policy, clear information on the right to withdraw from the contract and complaint procedures, as well as easily accessible contact details of the entrepreneur, including: registered office address, telephone number, e-mail address and company registration number ( Reģistrācijas numurs ).
The Latvian market is characterized by a strong emphasis on transparency and respect for consumer rights . Well-thought-out and carefully crafted terms and conditions, which clearly define the mutual rights and obligations of the parties, not only enhance the credibility of the store but also provide significant protection against potential disputes. This is one of the foundations of a successful and lawful entry into the Latvian e-commerce market.