Provision of Warranty

Provision of Warranty — SIA "BSO GROUP"

Last updated: 7 May 2025

This Warranty Policy is issued by SIA "BSO GROUP", registration No. 44103124095, legal address: Engures iela 1-2, Jūrmala, LV-2016, Latvia; warehouse: Dzelzavas iela 120G, Rīga, LV-1021, Latvia; email: info@bstore.eu; phone: +371 24820328 (hereinafter "we", "us", or "BSO GROUP").

1. Scope of This Policy

This policy applies to new equipment, furniture, and related accessories sold through bstore.eu. It does not apply to consumables, spare parts sold separately, or goods where the product page expressly states otherwise.

This policy describes both:

  • Your statutory legal guarantee rights under EU and Latvian law (which cannot be waived or reduced); and
  • Our commercial warranty (an additional voluntary commitment on our part).

2. Statutory Legal Guarantee — Consumers

If you are a consumer (a natural person purchasing for personal, non-professional use), you are protected by the statutory legal guarantee of conformity under EU Directive 2019/771 on the sale of goods, implemented in Latvian law. This guarantee is mandatory and cannot be excluded or restricted by any commercial warranty terms.

Your statutory rights as a consumer:

  • Duration: 2 (two) years from the date of physical delivery of the goods.
  • Presumption of defect: Any defect that becomes apparent within 12 months of delivery is presumed to have existed at the time of delivery, unless we can prove otherwise. After 12 months, you may be asked to demonstrate that the defect was present at delivery.
  • Remedies (in order of preference):
    1. Repair of the goods (free of charge, within a reasonable time, without significant inconvenience to you);
    2. Replacement with equivalent goods (if repair is impossible or disproportionate);
    3. Price reduction;
    4. Full refund and termination of the contract — only if repair and replacement have both failed, are disproportionate, or we have refused to remedy the defect.
  • Cost of warranty remedy: All costs related to bringing the goods into conformity (including collection, transport, repair, and return) are borne by us. You will not be charged for warranty repairs or return shipping.
  • Notification: Please notify us of a defect as soon as reasonably practicable after discovery. While the 2-year period runs from delivery, timely notification helps us resolve your claim efficiently.

These statutory rights exist regardless of any commercial warranty and cannot be limited by it. If there is any conflict between our commercial warranty terms and your statutory rights, your statutory rights prevail.

3. Commercial Warranty — All Buyers

In addition to statutory rights (for consumers) or as the primary warranty framework (for business buyers), we offer a commercial warranty against manufacturing defects and defects in materials.

Warranty Period

  • Consumers: 24 months from the date of delivery (aligned with the statutory guarantee period).
  • Business Buyers (companies, legal entities, self-employed persons purchasing for business use): 12 months from the date of delivery, unless a longer period is stated on the product page or in a separate written agreement.

What the Warranty Covers

The warranty covers defects resulting from hidden manufacturing faults or defects in materials, provided that:

  • The goods were used in accordance with their intended purpose and operating instructions;
  • Maintenance was carried out as specified (note: upholstered furniture must not be cleaned with alcohol-based products);
  • The goods were not disassembled, modified, or repaired by persons not authorised by us;
  • Use did not continue after the first symptoms of a defect appeared;
  • The serial number and manufacturer's label are intact and legible;
  • The goods were not overloaded, mechanically damaged, flooded, or subjected to excessive dust or electrical surges;
  • The buyer was not aware of the defect at the time of purchase.

What the Warranty Does Not Cover

The warranty does not cover:

  • Normal wear and tear (including but not limited to: upholstery, foam padding, hydraulic pump seals, gas cylinders, castors, adjustable mechanisms subject to repeated mechanical stress, decorative surfaces, rubber and plastic parts subject to ageing);
  • Power supply cables, communication cables;
  • Electric heating elements, thermostats;
  • Consumable parts (filters, bearings, brushes, fuses, bulbs, gaskets, batteries, hairdresser wash unit batteries);
  • Defects caused by overvoltage or overload of the electrical network;
  • Damage caused by external factors (fire, flooding, impact, theft);
  • Cosmetic damage that does not affect the function of the goods.

4. Warranty Repair as Primary Remedy — Business Buyers

For Business Buyers, warranty repair is the primary and preferred remedy. We are entitled to carry out up to four (4) warranty repair attempts for the same or related defect before a Business Buyer may demand replacement or termination of the purchase contract. See our Terms of Service, Section 22A for full details of the B2B warranty remedy procedure.

For consumers, the order of remedies follows EU Directive 2019/771 as described in Section 2 above.

5. How to Make a Warranty Claim

  1. Notify us in writing by email to info@bstore.eu or by phone +371 24820328, as soon as possible after discovering the defect.
  2. Include in your notification:
    • Order number and date of purchase;
    • Description of the defect and circumstances under which it was discovered;
    • Photographs or video evidence of the defect;
    • Your contact details and delivery address.
  3. We will respond within 10 business days to confirm whether the claim is accepted and advise on next steps (collection, drop-off, or remote diagnosis).
  4. If the claim is accepted, we will arrange collection of the goods (or provide a drop-off address). Consumers: collection and return shipping is at our cost. Business Buyers: delivery to our service centre is at the buyer's cost; return after repair is at our cost.
  5. Goods must be properly packaged to prevent damage during transit. We are responsible for accidental loss or damage to goods while in our possession for warranty service.
  6. Goods must be clean and in a condition that allows inspection. If goods are received in an unacceptably soiled condition, we will contact you before proceeding; any cleaning costs will be agreed in advance.

6. Warranty Repair Timeline

  • We will complete warranty repair and notify you within 30 calendar days of receiving the goods.
  • If a repair cannot be completed within 30 days, we will notify you and agree an extended timeline. For Business Buyers: if repair is not completed within 45 calendar days, you may request replacement (see Terms of Service, Section 22A).
  • If a repair claim is rejected as falling outside warranty coverage, we will notify you within the same 30-day period, explaining the reason. We may offer a chargeable repair — any such repair will only proceed with your written consent and agreed pricing.
  • After repair, you must collect the goods (from our service address or as arranged) within 10 days of notification. If not collected within 10 days, we will issue a reminder and allow a further 14 days. After this period, storage charges may apply.

7. Warranty Card & Proof of Purchase

To make a warranty claim, you must be able to provide proof of purchase (order confirmation email or invoice). A separate physical warranty card is not required for purchases made through bstore.eu — your order confirmation serves as proof of purchase.

Warranty rights apply to the original buyer who purchased the goods directly from BSO GROUP via bstore.eu and are not transferable unless otherwise agreed in writing.

8. Limitation of Warranty Rights

Warranty rights expire if the buyer fails to notify us of a defect within 30 days of its discovery (for Business Buyers). This limitation does not apply to consumers, whose statutory rights under EU Directive 2019/771 run for the full 2-year statutory period regardless of notification delay, subject to good faith.

9. Relationship to Statutory Rights

This commercial warranty does not exclude, limit, or suspend any statutory rights that consumers have under applicable EU or Latvian law. In particular:

  • Consumers retain all rights under EU Directive 2019/771 for the full 2-year statutory period;
  • Consumers retain the right to contact the Consumer Rights Protection Centre (PTAC) of Latvia (www.ptac.gov.lv) or use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr) to resolve disputes;
  • Nothing in this warranty affects liability for death or personal injury caused by our negligence, or for fraud.

10. Contact

For all warranty enquiries: info@bstore.eu | +371 24820328
Service address: Dzelzavas iela 120G, Rīga, LV-1021, Latvia