Refund & Returns Policy
This Refund and Returns Policy governs purchases of goods from silkplaster.eu, operated by SILK PLASTER GROUP SIA (registered at Spilves iela 6B, Rīga, Latvia, LV‑1055). It sets out your statutory right of withdrawal under EU law and the additional voluntary returns we offer as a goodwill policy.
Last updated: 14 April 2026.
1. Summary
- Statutory right of withdrawal: 14 calendar days from delivery, in line with Directive 2011/83/EU on Consumer Rights.
- Voluntary returns policy: 30 calendar days from delivery — more generous than the EU minimum.
- Condition: items must be unused, in the original sealed packaging, and in the same condition you received them.
- Return shipping: the customer bears the direct cost of returning the goods, unless the item is faulty, damaged or not as described.
- Refund timing: within 14 days of us receiving the returned goods, to the original payment method.
2. Who this policy applies to
This policy applies to consumers (natural persons acting outside their trade or profession) who purchase products from silkplaster.eu for delivery within the European Union, European Economic Area, United Kingdom and Switzerland. Business customers (B2B) and trade partners are subject to the separate terms set out in our Partner Agreement.
3. Your right of withdrawal (EU statutory right)
Under Articles 9–15 of Directive 2011/83/EU, you have the right to withdraw from a distance contract within 14 calendar days without giving any reason. The period starts on the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. If you order multiple items in a single order delivered separately, the period starts on the day you receive the last item.
To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. a letter sent by post or an email to eu@silkplasters.com). You may use the model withdrawal form set out in Section 11 below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14‑day period has expired.
4. Our 30‑day voluntary returns policy
In addition to the 14‑day statutory right, Silk Plaster offers a voluntary 30‑day returns window from the date of delivery. You may return any eligible, unused product within 30 days for a full refund of the product price, subject to the conditions below. This voluntary policy does not affect or restrict your statutory rights.
5. Condition of returned goods
To qualify for a refund, items must be:
- Unused and not applied to any surface.
- In their original, undamaged and sealed manufacturer packaging.
- Complete with all accessories, leaflets and free gifts received.
- Free from signs of handling beyond what is necessary to establish the nature, characteristics and functioning of the product (Art. 14(2) Directive 2011/83/EU).
If the value of the goods is diminished because you have handled them more than necessary, we are entitled to deduct a proportionate amount from your refund.
6. Items excluded from the right of withdrawal
Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:
- Custom‑tinted products and made‑to‑order items — including liquid wallpapers mixed to a specific colour, bespoke sample sets, custom fan decks and products produced to the consumer’s individual specifications (Art. 16(c)).
- Opened products that are not suitable for return for hygiene or safety reasons once the seal has been broken (Art. 16(e)).
- Goods which, after delivery, have been inseparably mixed with other items — for example, plaster that has been opened, diluted or mixed with water (Art. 16(f)).
- Digital downloads and PDF catalogues delivered electronically, where performance has begun with your prior express consent (Art. 16(m)).
7. How to return a product
- Contact us first by email at eu@silkplasters.com or by phone at +371 20777800, stating your order number and the items you wish to return. We will issue a Return Merchandise Authorisation (RMA) and confirm the return address.
- Pack the goods securely in their original packaging, with the RMA number clearly marked on the outside of the parcel.
- Ship the parcel to the address we provide with the RMA. We strongly recommend a tracked and insured carrier, as we cannot process refunds for parcels that are lost or damaged in return transit.
- Keep proof of posting until your refund has been processed.
8. Return shipping costs
For returns under the right of withdrawal or our voluntary 30‑day policy, you bear the direct cost of returning the goods. This is permitted under Article 14(1) of Directive 2011/83/EU, and this policy serves as prior notice of that obligation.
If the item is faulty, damaged on arrival, or not as described, we pay return shipping and will arrange collection or reimburse a reasonable standard carrier cost on receipt of proof.
9. Refunds
Once we receive and inspect your return, we will send an email confirming receipt and the outcome of the inspection. If your return is approved, we will refund the full product price (and, where applicable, the original standard delivery charge) within 14 days, using the same payment method you used for the purchase. We do not charge any fee for processing refunds.
We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest (Art. 13(3) Directive 2011/83/EU).
10. Faulty, damaged or incorrect goods (legal guarantee of conformity)
Under Directive (EU) 2019/771 on the sale of goods, products must conform to the contract. If, within 2 years from delivery, a product proves to be faulty, not as described, or not of satisfactory quality, you are entitled to:
- Repair or replacement, free of charge; or
- A price reduction or a full refund, where repair or replacement is not possible, disproportionate or not completed within a reasonable time.
To make a claim under the legal guarantee, email eu@silkplasters.com with your order number, a description of the defect and photographs where possible. This legal guarantee is independent of, and in addition to, any commercial guarantee offered.
11. Model withdrawal form
You may copy and send us the following form if you wish to withdraw from the contract (completing it is optional):
To: SILK PLASTER GROUP SIA, Spilves iela 6B, Rīga, Latvia, LV‑1055 — eu@silkplasters.com
I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*]:
— Ordered on [*] / received on [*]:
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:[*] Delete as appropriate.
12. Order cancellations before dispatch
If your order has not yet been dispatched, you can cancel it free of charge by contacting us at eu@silkplasters.com. Once the order has been handed to the carrier, standard return conditions apply.
13. Online Dispute Resolution (ODR)
In accordance with Regulation (EU) No 524/2013, consumers resident in the EU may use the European Commission’s Online Dispute Resolution platform to resolve disputes arising from online purchases, available at https://ec.europa.eu/consumers/odr. You may also contact the Latvian Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, ptac.gov.lv). We are not currently committed to using any particular alternative dispute resolution body, but we will engage in good faith with any complaint.
14. Contact
SILK PLASTER GROUP SIA
Spilves iela 6B, Rīga, Latvia, LV‑1055
Email: eu@silkplasters.com
Phone: +371 20777800
Customer service hours: Monday–Friday, 09:00–18:00 EET
This policy does not affect your mandatory statutory rights under applicable EU and Latvian consumer law.