What is European Consumer Centre of Latvia (ECC Latvia)?
European Consumer Centre of Latvia is department acting within Consumer Rights Protection Centre of Latvia with a financial support of European Commission.
Short name of European Consumer Centre of Latvia is: ECC Latvia
ECC Latvia is a part of European Consumer Centres Network (ECC-NET) represented in all EU member states, Norway and Iceland.
Short name of European Consumer Centre’s Network is: ECC-NET
ECC Latvia aim is to provide consumers with consultations about cross border shopping outside the Latvia (EU member states, Norway and Iceland), as well as to provide assistance in case of problems with traders outside the Latvia. For example, you had purchased product in web shop of United Kingdom, but the product hasn’t been delivered in agreed term – in such situation you can turn for help to ECC Latvia.
ECC Latvia consults and provides assistance only in case of cross border shopping. If product or service is bought in Latvia – you must turn to Consumer Rights Protection Centre of Latvia.
ECC Latvia provides assistance only if purchase is made by consumer – citizen who has bought the product or service only for personal using, not related to his economic or professional activity.
Services provided by ECC Latvia are FREE OF CHARGE.
You can turn to ECC Latvia in case of having following problems:
- Product or service is bought on traders premises in any of EU member state;
- Product or service is bought in EU web shops or catalogues;
- Using airlines services;
- Using car rental services;
- Using package travel services;
- Booking hotels etc.
Where ECC Latvia is located and how to contact it?
ECC Latvia is located in Brivibas Street 55 - 207, Riga, LV- 1010, Latvia
Complaint to ECC Latvia (together with supporting documents) can be submitted to:
2) Post address: Brivibas Street 55 - 207, Riga, LV- 1010, Latvia
3) Or by filling cross border complaint form available in website: http://www.ecclatvia.lv/images/stories/dokumenti/ares_prod_complaint_1.3.8_en.pdf
Main consumer rights buying goods and services outside the Latvia (in EU countries, Norway and Iceland).
In case you had bought product with defect in any of EU member countries, firstly you must send the trader a written complaint (can be also an e-mail) requesting trader to remove defect. Initially you can request trader to perform repair or to replace defective product with the new one.
You can submit a complaint within 2 years from the moment you made the purchase. This period is applicable to any product bought in EU member countries regardless the product is bought on premises, in Internet or by post catalogues.
In case you had bought product in Internet shop (or by post catalogues), but after receipt of product, you realize that you don’t like it – you have rights to send it back to trader within 14 days from the receipt of product. In such case trader is obligated to reimburse you all paid money. For example, you had ordered clothes, but after receipt realize that it doesn't fit you well. Remember – in order to send the product back it is not required to have a defective product, however during this period you are not allowed to use the product, but only try it.
As a consumer you also have rights when using airlines services. If after arrival in airport you are informed that your flight is cancelled, airline must reimburse you money paid for the ticket or free of charge reroute you to another soonest flight. In case you are required to wait in airport more than 2 hours to your new flight, airline during this waiting time is obligated to provide you with food. If waiting time also includes night, airline is obligated to provide you with accommodation and transport to/from it.
In case you do not receive your registered luggage at your destination, you have rights to request airline to compensate expenses caused due to delayed supply of luggage. In such case the complaint to airline shall be send not later than within 21 day after the day, when the baggage was delivered to you. Upon receiving a damaged luggage, a complaint about damage shall be lodged to airline not later than within 7 days after receipt of the luggage.
How to act in case of problems:
1) Firstly send the written complaint to trader, describing problem and claim against the trader;
2) If trader is not responding or refusing your complaint – turn for assistance to ECC Latvia.