1. Seller information

The seller is:

Jana Repše
A natural person registered with the Latvian State Revenue Service as an economic activity operator
Trading under the name TUFTING.LV

Declared and correspondence address: Slokas iela 179–20, Rīga, LV-1067, Latvia
Studio and business address: Brīvības gatve 214S, Rīga, LV-1084, Latvia
Email: info@tufting.lv
Website: tufting.lv

TUFTING.LV is a trading and website name. It is not a separate legal entity.
The studio is not necessarily open to visitors during fixed public opening hours. Studio visits, order collection and returns must be arranged in advance.

2. Definitions

For the purposes of these Terms:

Seller means Jana Repše, operating under the trading name TUFTING.LV.
Customer means any person who contacts the Seller, requests a quotation or places an order.
Consumer means a natural person acting for purposes unrelated to their business, trade, craft or professional activity.
Product means a rug or another item offered, designed, produced or sold by the Seller.
Custom Product means a Product made according to the Customer’s individual specifications or clearly personalised for the Customer. This may include a rug made according to selected dimensions, shape, colours, lettering, image, drawing, logo, pattern or other individual design requirements.
Ready-made Product means a completed, non-personalised Product offered for sale without substantial alterations requested by the Customer.
Website means tufting.lv.
Order Confirmation means the written confirmation sent by the Seller confirming the Product, price, payment terms, production details and, where applicable, delivery arrangements.

3. Scope of these Terms

3.1. These Terms govern the legal relationship between the Seller and the Customer regarding Products ordered through the Website, by email or through another agreed communication channel.
3.2. Information agreed individually in writing with the Customer, including the confirmed design, dimensions, price and delivery arrangements, forms part of the agreement between the Seller and the Customer.
3.3. Where an individually agreed term conflicts with these general Terms, the individually agreed term takes priority for that Order.
3.4. The Seller may update these Terms from time to time. The version applicable to an Order is the version made available to the Customer when the Order is confirmed.

4. Product information

4.1. TUFTING.LV Products are handmade. Small variations and irregularities may occur as a natural result of the handmade production process.
4.2. Product colours may appear differently depending on screen settings, lighting, yarn batches, materials and photography.
4.3. Measurements of handmade Products may vary slightly from the confirmed dimensions. Reasonable handmade tolerances do not constitute a defect.
4.4. The Seller will make reasonable efforts to reproduce the confirmed design accurately. However, a handmade rug may not be an exact mechanical reproduction of a digital image, drawing or screen preview.
4.5. Images, mock-ups, calculator previews and design visualisations are illustrative. They may not show the final texture, pile direction, exact colour, edge finish or all handmade variations.
4.6. The rug calculator provides an estimated price. The final price is confirmed by the Seller after reviewing the design, dimensions, shape, colours, materials, complexity, lettering and other requirements.

5. Custom-design requests

5.1. The Customer may submit an idea, image, sketch, text, logo or link as a design reference.
5.2. The Customer confirms that they have the right to submit and use all materials provided to the Seller.
5.3. The Customer must not request a design that unlawfully infringes another person’s copyright, trademark, privacy, personality or other rights.
5.4. The Seller may refuse a design or Order where the requested content appears unlawful, offensive, technically unsuitable or likely to infringe third-party rights.
5.5. Unless otherwise agreed, ownership of copyright in sketches, photographs, mock-ups, original patterns and other creative materials produced by the Seller remains with the Seller.
5.6. Payment for a Product does not automatically transfer copyright or grant the Customer commercial reproduction rights.
5.7. The Seller will not publish identifiable photographs of a private custom design or disclose the Customer’s personal details for promotional purposes without an appropriate legal basis or permission. The treatment of photographs and design materials is further described in the Privacy Policy.

6. Ordering process

6.1. A calculator result, initial message, design discussion or quotation request does not by itself create a binding Order.
6.2. Before confirming a Custom Product, the Seller may ask the Customer to confirm:
• dimensions;
• shape;
• colours;
• text or lettering;
• design reference;
• finishing details;
• price;
• production time;
• delivery or collection method; and
• any other relevant specifications.
6.3. The Customer is responsible for reviewing the confirmed specifications and notifying the Seller of any errors before production begins.
6.4. An Order becomes binding when:
• the Seller has confirmed the Order in writing; and
• the Customer has paid the required full amount or deposit.
6.5. The Seller may reject or cancel an Order before confirmation where production is not possible, materials are unavailable, information is incomplete or the requested Product cannot reasonably be produced.
6.6. If the Seller cancels an Order after receiving payment for reasons not caused by the Customer, the amount received for the cancelled Order will be refunded.

7. Prices and taxes

7.1. Prices are stated in euros.
7.2. The final Product price is confirmed before payment.
7.3. Unless expressly stated otherwise, delivery costs are not included in the Product price.
7.4. The Customer will be informed of the applicable delivery cost before the Order is confirmed.
7.5. Prices include taxes that are legally applicable to the Seller.
7.6. The Seller is not registered as a value added tax payer unless expressly stated otherwise on the invoice. Therefore, VAT is not separately charged while the Seller is not VAT-registered.
7.7. For delivery outside the European Union, the recipient may be responsible for import duties, taxes, customs charges or handling fees imposed in the destination country. These charges are not included unless expressly agreed otherwise.

9. Production time

9.1. Production times are estimates unless a specific completion deadline has been expressly agreed in writing.
9.2. Production time begins after:
• the required payment has been received;
• the final design and specifications have been approved; and
• all necessary information has been provided.
9.3. Production may take longer due to design complexity, Product size, material availability, workload, technical issues, illness or other circumstances beyond the Seller’s reasonable control.
9.4. The Seller will inform the Customer of a significant delay where reasonably possible.
9.5. A delay does not automatically entitle the Customer to cancel a Custom Product after production has begun, except where required by applicable law or expressly agreed by the Seller.

8. Payment

8.1. Payment is made by bank transfer using the payment details provided by the Seller.
8.2. The Customer must include the requested invoice, Order or payment reference where one has been provided.
8.3. The Seller may require:
• full payment before production begins; or
• an agreed deposit before production, with the remaining balance payable before collection or dispatch.
8.4. The applicable payment schedule will be communicated before the Order is confirmed.
8.5. Production does not begin until the required payment and all necessary design confirmations have been received.
8.6. An invoice may be prepared electronically and is valid without a handwritten signature where permitted by law.
8.7. The Customer is responsible for any bank charges applied by their bank, particularly for international transfers.

22. Contact

Questions about these Terms may be sent to:

Jana Repše / TUFTING.LV
Email: info@tufting.lv
Studio address: Brīvības gatve 214S, Rīga, LV-1084, Latvia

10. Changes and cancellation before completion

10.1. The Customer should request changes as early as possible.
10.2. Changes requested after the design has been approved or production has begun may:
• be impossible;
• extend the production time; or
• result in an additional charge.
10.3. The Seller will inform the Customer before carrying out a change that results in an additional charge.
10.4. Because Custom Products are made specifically for the Customer, cancellation may not be possible after materials have been ordered, design work has been completed or production has begun.
10.5. Where the Seller agrees to cancel a Custom Product, the Seller may retain the reasonable value of work already performed, materials ordered or used, and non-recoverable expenses.
10.6. Nothing in this section limits any mandatory rights the Customer has under applicable law.

11. Delivery

11.1. Products are dispatched or made available for collection from Rīga, Latvia.
11.2. Available delivery destinations, methods and prices are displayed on the Website, communicated before confirmation or agreed individually with the Customer.
11.3. Estimated delivery times begin when the Product has been completed and handed to the delivery provider. Production time is separate from delivery time.
11.4. Delivery dates are estimates unless the Seller has expressly guaranteed a particular date in writing.
11.5. The Customer is responsible for providing a complete and accurate recipient name, address, telephone number, email address and any information required for delivery.
11.6. The Seller is not responsible for delays or additional costs caused by:
• an incorrect or incomplete address;
• an unavailable recipient;
• failure to collect a parcel;
• customs procedures;
• action or delay by the delivery provider; or
• circumstances outside the Seller’s reasonable control.
11.7. If a Product is returned to the Seller because it was not collected, the recipient could not be contacted or the address was incorrect, the Customer may be required to pay the cost of redelivery.
11.8. The Customer should inspect the package upon receipt. Visible transport damage should be photographed and reported to the Seller as soon as reasonably possible.

12. Studio pickup

12.1. Studio pickup may be available from:
Brīvības gatve 214S, Rīga, LV-1084, Latvia.

12.2. Pickup is available only after the Seller has confirmed that the Product is ready and a collection time has been arranged.
12.3. The studio address is not an unrestricted public retail location and should not be visited without prior arrangement.
12.4. The Seller may request the Customer’s name, Order details or proof of identity before releasing a Product.

13. Right of withdrawal and returns

13.1. A Consumer generally has a statutory right to withdraw from a distance contract for an eligible Ready-made Product within 14 days after receiving it.
13.2. The statutory right of withdrawal generally does not apply to a Product made according to the Consumer’s specifications or clearly personalised for the Consumer.
13.3. Most rugs made by TUFTING.LV according to individually selected dimensions, colours, shape, text, image or design are Custom Products and are therefore generally not eligible for the standard 14-day change-of-mind withdrawal right.
13.4. The absence of a change-of-mind withdrawal right does not affect the Consumer’s rights where a Product is defective, damaged, materially different from the confirmed Order or otherwise does not conform to the contract.
13.5. Detailed return, withdrawal, defect and refund conditions are provided in the Refund and Returns Policy, which forms part of these Terms.

14. Product care

14.1. The Customer must follow the care instructions made available on the Website or supplied with the Product.
14.2. Handmade tufted rugs may require gentler care than industrially manufactured rugs.
14.3. Damage caused by unsuitable washing, excessive heat, ironing, wringing, aggressive chemicals, inappropriate vacuum attachments, misuse, pets, moisture, outdoor use or failure to follow the care instructions is not considered a manufacturing defect.
14.4. Normal wear, shedding, compression of the pile and gradual colour changes resulting from use or sunlight are not necessarily defects.

15. Defective or non-conforming Products

15.1. Customers should contact the Seller at info@tufting.lv if they believe a Product is defective, damaged or materially different from the confirmed specifications.
15.2. The message should include:
• the Customer’s name;
• the Order or invoice reference;
• a description of the issue; and
• clear photographs where relevant.
15.3. The Seller may ask for additional information or request that the Product be returned for inspection.
15.4. Where a Product does not conform to the contract, the Customer has the remedies provided by applicable consumer-protection law.
15.5. Depending on the circumstances and applicable law, an appropriate solution may include repair, replacement, price reduction or refund.

16. Customer responsibility

16.1. The Customer must provide accurate Order, contact and delivery information.
16.2. The Customer is responsible for confirming that the requested dimensions are suitable for the intended space.
16.3. The Customer is responsible for obtaining any necessary permissions to use submitted images, artwork, names, text, logos or other protected materials.
16.4. The Customer must use and care for the Product appropriately.
16.5. Where an eligible Ready-made Product is returned under the right of withdrawal, the Consumer may be responsible for a reduction in value resulting from handling beyond what is necessary to establish the Product’s nature, characteristics and functioning.

17. Intellectual property

17.1. Unless otherwise stated, the Website and its original content—including photographs, text, graphics, rug designs, layouts, logos and visual materials—are owned by or licensed to the Seller.
17.2. Website content may not be copied, reproduced, adapted, sold or used commercially without prior written permission, except where permitted by law.
17.3. The name TUFTING.LV and the domain tufting.lv may be used as trading identifiers even if they are not registered trademarks.

18. Personal data

18.1. Personal data is processed in accordance with the Privacy Policy available on the Website.
18.2. The Privacy Policy forms part of the information provided to Customers using the Website, forms or ordering services.

19. Website availability and external links

19.1. The Seller does not guarantee that the Website will always be available or free from technical errors.
19.2. The Website may contain links to third-party websites or externally hosted content.
19.3. The Seller does not control and is not responsible for the content, availability, security or privacy practices of third-party websites.

20. Liability

20.1. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
20.2. The Seller is not responsible for indirect losses that were not reasonably foreseeable when the agreement was concluded.
20.3. The Seller is not responsible for delay or failure caused by circumstances outside the Seller’s reasonable control.
20.4. These limitations do not reduce the mandatory rights of Consumers under applicable law.

21. Complaints and dispute resolution

21.1. Customers are encouraged to contact the Seller first so that the issue can be reviewed and resolved directly.
Complaints may be sent to:
Email: info@tufting.lv
Correspondence address: Slokas iela 179–20, Rīga, LV-1067, Latvia
21.2. The complaint should include the Customer’s name, contact information, Order details, a description of the issue and the requested solution.
21.3. These Terms and agreements concluded under them are governed by the laws of the Republic of Latvia.
21.4. A Consumer retains the right to use the dispute-resolution procedures and courts available under applicable consumer-protection law.
21.5. A provision requiring every dispute to be heard only at a location selected by the Seller does not limit a Consumer’s mandatory legal rights.

info@tufting.lv

Brīvības gatve 214S, Rīga, LV-1084

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Privacy policy
Refund policy
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