Refund policy

Last Updated: 09.06.2026

Thank you for shopping at Dime Guitarz EU (Rock Distribution SIA). We want to ensure you have a transparent and legally compliant shopping experience.

By purchasing from our online store, you agree to the terms of this Return and Refund Policy, which is structured in accordance with the Consumer Rights Protection Law of the Republic of Latvia and Cabinet Regulation No. 255 "Regulations on Distance Contracts".

1. Right of Withdrawal (14-Day Return Window)

Under Latvian and European Union law, you have the right to withdraw from this distance contract within 14 calendar days without giving any reason.

  • The 14-day period begins:

    • From the day you, or a third party designated by you (other than the carrier), received physical possession of the goods.

    • If your order consists of multiple goods delivered separately, from the day the last item was received.

2. Exceptions to the Right of Withdrawal

Please note that you cannot exercise the right of withdrawal in certain circumstances defined by Latvian law (Cabinet Regulation No. 255, Paragraph 22), including but not limited to:

  • The supply of goods made to your individual specifications or clearly personalized.

  • The supply of goods that are liable to deteriorate or expire rapidly (e.g., food, fresh flowers).

  • The supply of sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., underwear, swimwear, earrings, open cosmetics).

  • The supply of sealed audio, sealed video recordings, or sealed computer software which were unsealed after delivery.

  • The supply of newspapers, periodicals, or magazines (except for subscription contracts).

3. How to Initiate a Return

To exercise your right of withdrawal, you must inform us of your decision by submitting an unambiguous written notice before the 14-day period expires.

  1. Fill out the Withdrawal Form: You can write a free-form email stating your intent to return.

  2. Send it to us: Email your notice to info@rock-distirubtion.com 

  3. Include the required info: Your full name, order number, the date the order was placed/received, and a clear list of the items you wish to return.

4. Returning the Goods

You must send back or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal from this contract to us.

  • Return Address: Lauku iela 12a, Sigulda, LV-2150

  • Return Costs: In accordance with Section 12, Paragraph 11 of the Consumer Rights Protection Law, you (the consumer) must bear the direct cost of returning the goods, unless we have explicitly agreed to cover them or failed to inform you that you must bear these costs.

5. Condition of Returned Items

During the period allowed for exercising the right of withdrawal, you have the right to inspect and use the goods to the extent necessary to establish their nature, characteristics, and functioning (just as you would be permitted to do in a physical retail store).

⚠️ Important: You are legally liable for any diminished value of the goods resulting from handling them beyond what is necessary. We reserve the right to reduce the refund amount or refuse a full refund if the item shows signs of wear, damage, missing tags, or missing original packaging.

6. Refunds

If you withdraw from this contract, we will reimburse all payments received from you for the items purchased, including the original delivery costs (with the exception of supplementary costs resulting from your choice of a delivery type other than the least expensive standard delivery offered by us).

  • Timeline: We will issue the refund without undue delay and no later than 14 days from the day we were informed of your decision to withdraw.

  • Right of Retention: However, we may withhold the refund until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.

  • Payment Method: We will carry out the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of such reimbursement.

7. Out-of-Court Dispute Resolution

If you have a complaint regarding a purchase, please contact us first at info@rock-distribution.com. If we are unable to resolve the dispute mutually, you have the right to submit a complaint to the Consumer Rights Protection Centre (PTAC):