Terms of sale

Seller and scope

These Terms of Sale govern the sale of ETRAFLORA products through etraflora.com to consumers in the European Union. By placing an order you confirm that you have read and accept these terms.

The seller is EtraFlora SIA, a company being incorporated in Latvia ("we", "us"). Our registry code, registered address and EU VAT number will be published here as soon as registration completes. You can contact us at [email protected].

Orders

You place an order by adding products to your basket and completing checkout. The information shown on product pages is an invitation to buy, not a binding offer, and completing checkout sends us a request rather than concluding a sale.

A binding sales contract is formed only when we confirm acceptance of your request by email — with the invoice, in the bank-transfer flow described under Payment. We may decline or cancel a request — for example if a product is unavailable, if a price was displayed in error, or where we reasonably suspect fraud — and in that case we refund any amount already paid.

Prices and VAT

All prices are shown in euro (EUR) and include applicable EU value-added tax (VAT). Any delivery charge is agreed with you before the invoice is issued and is stated separately on it.

The price that applies is the price displayed when you send your request, and it is confirmed on the invoice. We may change prices for future orders at any time.

Payment

No payment is taken at checkout. We contact you within one business day to confirm availability, delivery and the final amount, then send an invoice to be paid by bank transfer. The invoice states the account, the reference and the due date.

Your order is prepared for dispatch once the transfer has reached our account. We never ask for card details, and no card data is collected anywhere on this site. Card payment will be added later; these terms will be updated before it is.

Delivery

Our drinks are perishable and are shipped chilled across the EU by our courier partner. Estimated delivery times and any shipping costs are shown at checkout and may vary by destination.

We deliver to the address you provide; please make sure it is accurate and that someone can receive a chilled parcel. Risk of loss or damage passes to you once the goods are delivered to you.

Right of withdrawal

As a consumer you generally have a 14-day right of withdrawal under EU Directive 2011/83/EU on consumer rights. The period runs from the day you (or someone you name) receive the goods, and you do not have to give a reason.

Exception for perishable goods: under Art. 16(d) of the Directive, the right of withdrawal does not apply to sealed goods that are liable to deteriorate or expire quickly, or which were unsealed after delivery and cannot be returned for health-protection or hygiene reasons. Our living, chilled drinks fall within this exception once delivered. This does not affect your statutory rights where goods are faulty or not as described.

To withdraw from an order to which the right applies, notify us before the deadline at [email protected] with your order details. A request you have sent but not yet been invoiced for can simply be cancelled by replying to our email.

Returns and refunds

If an item arrives damaged, faulty or not as described, please tell us at [email protected] as soon as you reasonably can, ideally with photos — for a chilled, perishable product the sooner we hear, the more we can establish. Telling us later does not cost you your rights. We will arrange a replacement or a full refund, including original delivery costs where applicable.

Approved refunds are made by bank transfer to the account the payment came from, without undue delay.

Your legal guarantee

Separately from anything above, you have a statutory guarantee of conformity under EU Directive (EU) 2019/771: for two years from delivery, goods must match their description, be fit for their ordinary purpose and have the qualities you can reasonably expect. That right is yours by law. It costs nothing, it cannot be signed away, and nothing in these terms limits it.

If goods do not conform, you may require repair or replacement at our expense and, where that is impossible, disproportionate or not done within a reasonable time, a price reduction or termination of the contract with a refund. For a perishable food the practical remedy is almost always a replacement or a refund, and that is what we will offer.

Please write to [email protected] with your order number and, if you can, a photograph. Any commercial guarantee we may offer in future would be in addition to this right, never instead of it.

Product information and liability

ETRAFLORA products are foods, not medicines. They are sold to support general wellbeing as part of a balanced diet and are not intended to diagnose, treat, cure or prevent any disease.

Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, for fraud, or under mandatory EU and national consumer-protection and product-liability law. Subject to that, we are not liable for indirect or unforeseeable losses.

Governing law and disputes

These terms are governed by the laws of Latvia, without prejudice to the mandatory consumer-protection rules of the country in which you habitually reside.

Disputes fall under the jurisdiction of the courts of Latvia. Before going to court, please write to us at [email protected] — we would rather settle it. A consumer who is not satisfied with our answer may refer the matter to the Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, PTAC) in Riga, ptac.gov.lv, which handles out-of-court consumer disputes in Latvia. (The European Commission’s Online Dispute Resolution platform, which older terms pointed to, closed on 20 July 2025.)

Nothing in these terms limits your mandatory statutory rights as a consumer.